1. CRM Application Profile Application Specific Relevance by Point of Business De
Company Profile Showroom
Product Name
Release Version
Product Format ASP
Headquarters
Founded
Leadership
Installed Base 300+ Rooftops
International Canada
Languages Supported English, French Canadian for letters and
email only
Product Pricing
Standard $600 per rooftop
$25 per CRM User
$70 per SMR User
Enterprise/Tiered Pricing
Technical Specification (Minimum/Optimum Configuration Requirements)
Hosting ASP – web application
Desktop Recommended PC
Pentium 223MHz or higher
64MB RAM (128MB RAM for printing bulk
mail over 500 letters)
Video adapter and monitor with Super VGA
(800 x 600) or higher resolution
Windows 2000 or greater
IE 6.0 or greater
Windows 95 must have IE 5.5 with Service
Pack 2
Windows 98 PC’s should be using IE 6.0
Servers
Communications
Architecture
Limitations
Support
Provide Important Information to What’s New displays when user logs in, can
Customers also be accessed via online help
Customer can report bugs via email No
Customer can make suggested No
enhancements via email
Global Data Replace Feature No
In-house or Out-sourced In-house
Extra Fees for Support Included in monthly recurring fee
Help Desk and Customer Service Yes
Availability

2. Service Levels
Implementation Process
Implementation Steps
How does the vendor gain retailer Through a combination of CRM Trainers on
management support and the culture site, followed by onsite CRM application
change necessary to make a CRM solution trainers who are followed up by Consultants
successful? during CRM program launch
Initial Skill Assessment Yes
Training Yes
- On Site
- Web based No
- Classroom Yes - Loyalty Management University
- Telephone Training Yes – ADP Consultants
- Process training Yes – ADP Consultants
Trainers Qualifications Certified Technical Trainers
Is product utilization engineered in the No
system so that it can be tracked by user
and function?
Timeline for Implementation 45 - 90 days
Key Feature Benefits Claimed Showroom
This is where the vendors key Real time integration with WebSuite
differentiating product features should be Results driven contact schedules
listed… May come directly from their True CRM implementation consulting
advertising and promotional materials .Net technology from Microsoft
Follow-up by email, phone and mail
A Complete CRM solution that addresses
process, technology, workplace culture
shifts, DMS Integration and more
Supplier's Primary Strategic Alliances Showroom
Enter the top 4 strategic alliances that have · CSC – ASP hosting services
been established by the vendor and are Who’s Calling – customer phone call data
relevant to the use of their CRM application streamed in and parsed into application's
by dealers and OEM's data fields
Callbrite – customer phone call data
streamed in and parsed into application's
data fields
Microsoft - .net application architecture
and IM alert system for real time user
notification
Lead Management Showroom
Features Functionality Description
Funneling and managing from multiple Yes - includes service and parts
channels (e.g. web, walk-in, traditional mail,
e-mail)

3. Identify Duplicate leads Prospect is flagged as a duplicate if there is
currently an open email prospect that has
been open 30 days or less… Also report on
duplicates
User Defined Lead Sources & Tracking Yes
Set Lead Sources Active/Inactive Yes
User Defined Lead Statuses & Tracking Yes
Set Lead Statuses Active/Inactive Yes
User Defined Lead Types & Tracking No, lead types are defined by the system.
Email, Fax, List, Other, Phone and Walk-In
are the options.
Notification if prospect owned by another Quick Add Client provides notification and
sales person (“Skate” Feature) security.
The Client Profile displays the most recent
prospect record in the context area, which
includes the Primary Salesperson assigned
to that prospect.
Dealership Hours of Operation and General No
Information
.Net Alert when new prospect assigned Yes
Handheld device to display application No
Integrated wireless (2-way) Support WIT device
Prospect Notes Unlimited Prospect records and separate
Prospect Notes for each opportunity. The
Prospect creation date and time is saved
with each record.
Internet Showroom
Rich text email editor Yes.
Receive email from consumer in tool Yes
Graphics, flash video Limited - graphics can be added using a
valid IP address of the desired graphic
Attachments Send and receive
Multiple email addresses Yes, Primary and Alternate for each client
Notification of new email received Yes, when user logs in and .Net alert
Receive Leads Real Time Yes
Receive Leads at Enterprise level No
Receive Leads at Store level Yes
Round Robin/Broadcast Leads can be distributed as round robin or
broadcast based on the user defined rules.
The rules can be defined based on the
following criteria: Client Zip Code, Day of
the week or Time that the lead was
received, Prospect Source, or Desired
vehicle information (Make, Model, Year,
New or Used or Stock Number).
Manual Lead Assignment Yes - leads can be manually assigned to a
Salesperson.

4. Automatic Lead Assignment –Qualifications Leads can be automatically assigned based
and distribution options on the user-defined distribution rules.
Follow-up activities can also be
automatically assigned based on the
schedule setup.
Attach email to existing client Yes
Client automatically created when lead Yes
received
How is an invalid lead processed? Person specified to receive unparsed leads
also receives invalid leads.
Tracking The leads can be tracked by store,
salesperson, source, status, or date
received.
Automatic Lead Status Escalation No automatic escalation.
Describe CRM application's AUTOMATED The way a prospect is displayed identifies
mechanisms for differentiating among its state. Assigned prospects that have
prospects and/or Leads had a response display in normal font.
Assigned prospects that have not had a
response and are not overdue based on the
timeframe set up for the store display in
italics. Assigned prospects that have not
had a response and are overdue based on
the timeframe set up for the store are
displayed in bold italics. Unassigned
prospects are displayed in bold font.
Describe CRM application's method for Leads can be manually escalated to
MANUALLY flagging, marking or otherwise another user if desired. The system can
creating differentiation among prospects also be setup to automatically escalate
and/or Leads activities to the manager based on the
schedule setup and the results defined in
the schedule and selected in the activity
completion.
Basic Automated Response Capability Yes
Specific Auto-Response by Store Yes
Specific Auto-Response by User No
Specific Auto-Response by Lead Source No
Specific Auto-Response by Year
Specific Auto-Response by Make No
Specific Auto-Response by Model No
Specific Auto-Response by vehicle inquiry No
Stock # prefix and/or suffix
Specific Auto-Response by Time Slot No
Specific Auto-Response by Weekday No
Contact Schedule automatically initiated Based on the schedule setup, all leads can
when lead received automatically be placed on schedules for
follow-up activities.

5. Lead Re-assignment Within the Inbox task, the user can easily
assign leads to another salesperson. If
desired, more than one user can be
assigned to a lead, indicating which user
should be the primary salesperson.
Distribution of Internet leads for existing Yes - there is a specification option that
clients already working with a sales person allows the user to specify if the distribution
rules should be used on new clients only,
using the primary salesperson for existing
clients.
Ability to transfer Internet leads when out of Out of Office feature allows the user to
office select the way their internet leads should be
handled while they are out of office. This
can also be setup at the system admin level
and based on security not allow the user to
change the option when they log off the
system.
Distribution of unparsed leads There is a specification for the dealership to
define which user should receive all
unparsed leads. This is setup by business
unit.
How are 3rd party lead sources By customer request.
incorporated into your product?
Is there a fee for lead service integration if Yes - $300
the provider is not already in the program?
What are the limitations to data sharing with Currently, only receive data from 3rd party
3rd party lead sources, if any (e.g. frequency lead sources, do not send any data.
of updates, data downloads)?
What lead format(s) are supported? ADF/XML, limited text leads
Phone
Reverse White Page Look-up No
Contact Schedule automatically initiated Yes - automatic activities are generated
when lead received based on the schedule setup and results
defined in the schedule.
Who’s Calling Partner Yes. Integration with Who’s calling for
Inbound telephony.
Callbright Partner Yes. Integration with Callbright for Inbound
telephony.
Outbound Verification No
Capture Inbound Manually – phone leads can be captured
and recorded manually through floor traffic
and/or prospect record.
Script Outbound Phone scripts can be defined and accessed
when completing a phone activity.
Screen Pops No
Showroom
Ability to capture prospect information Yes. Utilizes customer information in CM
as well as WebSuite.

6. Driver’s License Capture Yes - Pilot phase beginning 6/03. Utilizes a
scan device.
Zip Code Decoder Yes
Reverse White Page Look up No
Contact Schedule automatically initiated Based on the setups. The lead can
when lead received automatically be placed on a prospect,
unsold follow-up schedule.
Floor Traffic Entry Yes. Using Sales Management tool, track
all floor traffic for more accurate reporting
and closing ratios.
Client Management Contact Management
Minimum information required to enter First and last name and one method of
customer in system contact (address, phone or email).
Integrated view of the customer across Any user with proper security and visibility
dealership departments can view the contact management
information.
Integrated view of the customer across Users at the enterprise level can see all
enterprise information for that enterprise, the stores
within that enterprise as well as branches
within those stores. Users at the store level
can see store level information and all
branches below. Visibility across different
enterprises is restricted.
Is there one view of the customer and Yes - can view client profile information or
household? you can view household information.
Create a common customer ID (Data Yes - via integration with WebSuite
Association)
Multiple employees own the client No - multiple salespeople can be
associated to the client record, with only
one primary salesperson assigned at one
time.
Address book for Clients, employees and No
personal
Client owned vehicles No
Client notes No
Global notes No
Distinguish between individual and Yes
business clients
Allow multiple home and work contact Home, Work, Cell, Fax and Pager
information numbers. (1 of each)
Display the business name and personnel You can attach various individuals to a
names Business client by using the Household
option for the personnel of that business.
Enter buyer and co-buyer information No – only buyer is available
Client Re-assignment letter Yes - when reassigning clients, user has an
option to select a reassignment letter from
a list of available documents.
View all schedules attached to a client No
Ability to log client issues Yes – entered on Client care screen

7. Track and resolve client issues Yes - using client care screen, you can
record a status of the issue to help track the
progress. Client care issues can be
automatically assigned to schedules for
follow-up activity. Client Care Log report
also available.
De-dupe Clients Yes, transaction received from WebSuite
Photo of client attached to profile No
Enter all client information on one screen Add Client screen – No
Quick Add Client screen – all key
information on one screeen
User Defined Fields No
Contact Management Contact Management
Track history of all activities Yes
View activities by type (client, prospect, You can view activities by status, date
sales etc.) range, contact method, store or by
individual user.
Time Based Schedules Yes
Results Based Schedules Yes - results based schedules are available
with a standard set downloaded with
system install.
Event Triggers Yes
Reprint Letters Yes - reprint letters or resend email
messages.
Phone Scripts (merge fields) Yes - phone scripts can be created within
the Setup Documents task. Merge fields
are supported
Spell Checker (user initiated, and/or Yes – user initiated
automatically identified)
Document Editor (merge fields) Yes - available with option to input tables,
images, modify the background, font, or
import merge fields.
Email Editor Yes - available with option to input tables,
images, modify the background, font, or
import merge fields.
Thesaurus No
Schedule email to be sent automatically No
Ability to print all letters at once vs Yes
individually
Ability to send all email at once vs Yes
individually
Templates – by store and/or by user Store - templates can be defined by contact
type and by store. Templates are not user
specific.
.Net alert for activity due to be completed Yes - .NET alert can be setup to provide
activity reminders.
Activity Reminders Can be setup manually or defined in the
schedule to automatically have a reminder.
Stop schedule when vehicle traded back to Yes
dealership

8. Uncompleted activity creep No - calendar indicates days with
incomplete activities (bold) but they do not
carry over to the next day over.
Activity Notes Yes - unlimited activity notes can be added
to an activity. When completing an activity
in the pop-up, you can also add activity
completion notes.
Survey capabilities Yes - can setup surveys in the Setup
Documents task. Questions can be setup
with multiple choice and/or text responses.
Ability to track survey results No
Ability to view all clients attached to a No
schedule
Telephony No
Ability to create new schedule starting from No, but can be called into TAC for a copy.
copy of existing schedule
Managing the Sales Process Contact Management
Electronic Desk Log Yes, in the Sales Management application
Credit Application Credit application may be printed from the
system. The credit application is defined
via the document editor, using available
merge fields.
Credit Bureau Integration No
- TRW
- Trans Union
- Experian
Matchmaker Feature No, however user can search for clients
with a specific desired vehicle.
Captures Fresh Ups, Be Backs and Yes, first time and return
Renewals
Full or limited quote capabilities Limited retail or lease quote screens are
available to create estimated payments.
Ability to save multiple quotes Yes
Compare multiple financing options No, not side by side comparison
Loan Account # - Clipboard Function No
Lease Renewal Presentation No
Cost of Ownership for Current Vehicle No
Retail – ability to pre-populate taxes and Yes, limited
other defaults
Lease – automated rates and residual Yes, limited
lease calculator
Ability to attach trade Yes - attach one or many trade vehicles.
Ability to attach desire vehicle Yes - attach one or many desired vehicles.
Deal presentation Yes
Worksheet Yes
Appraisal No – can enter value on Four Square and
on worksheet

9. Four Square Yes – basic
Other Forms Any that can be defined within document
editor
Multiple sales people associated with sale Yes, 2
User defined sales process No
Enforceable sales process No
# Sales Process Steps 11 – Greeted, Needs Analysis,
Management Intro, Vehicle Selected,
Presentation, Demo, Service Walk, Write
Up, Commitment, TO Management, TO
F&I.
Tracking of Sales Step Completion Check box indicates sales step completed,
(includes when step performed) time not tracked
Sales goals No
Automatic escalation to manager of dead No
deals
Is information available regarding previous Yes - sales history, service history, client
buying habits: value, household information, household
Sales history value, quotes, closed prospect records,
Service history desired vehicles, worksheet
Household information
Value of the customer
Value of the household
Track “We Owes” (Due Bill’s) No, you can use client care to track these
with proper training
Referral Tracking No
Employee Management Contact Management
Daily Work Plan Yes – screen or report
Inbox Yes
Calendar Yes, daily view only
- Daily
- Weekly
- Monthly
Escalation for incomplete activities No
Role Based (Salesperson vs Sales No
Manager)
Reporting structure No
Lock Out Feature – how No
Ability to set up personal appointments and No, you could have a client named personal
To Do’s
Internal Messaging Yes, messages are received in the Inbox
Allow employee information Yes – employee profile, but not as a
customer
Client Re-assignment Yes
Activity Re-assignment Yes
Automatic Reminders Yes
Archive/Deactivate Old Data Incomplete activities over 60 days old are
purged each night

10. Please Read Function
Ability to choose home page Yes – home page can be Inbox, Daily Work
Plan, or Quick Add Client
Campaign Management Contact Management
Ability to track campaign results Prospect Source Measurements Detail and
Summary Reports
Preferred method of contact Yes
Contact Exceptions – by contact type Yes
and/or contact category
“Opt Out” Supported – US (GLB) and Yes – US
Canada (PIPEDA)
Canada by 1/1/04
Segmentation for campaign targeting. How Can create client collections for contact
can your product segment and target type of client, client care, sales, prospect,
customers? Is this customizable? How? completed service, service appointments,
special order parts.
Campaign design and deployment (e.g., Create client collection and then assign
templates, logos, routing capabilities) bulk schedule, print bulk mail, send bulk
email, or export collection.
How are campaigns managed? (ad hoc, Build library of client collections and re-use
build library of templates and re-use , etc..)
Phone campaigns – automatically advance No, assign bulk schedule, result based
screen to next call when current call
completed
How are campaign start/stop dates Manually
managed?
Ability to track where customers are in loan Yes - client collection can be created to
or lease? group and list clients based on where they
are in their lease. Schedules can also be
defined based on the lease-end date to
automatically create activities as defined in
the schedule.

11. How can Service facilities work with this Schedules can be setup to create follow-up
product? Pre-paid maintenance activities on completed service repair
agreements, solicitation on time and/or orders. Client collection can be created
months, etc..? based on whether extended warranty was
purchased (ext. warranty can be part of a
schedule), mileage on vehicle, or year of
vehicle, or $ spent.
Data Contact Management
Integration Points
Sales History Yes – received real time from WebSuite
Inventory availability for new car including: Yes – inventory received from WebSuite
ü Status No VIN decode
ü MSRP
ü Inventory cost
ü Days in inventory
ü Other details about the vehicle
ü VIN decode
Inventory availability for used cars Yes – inventory received from WebSuite
including:
ü Status No VIN decode
ü Dealer Price
ü Inventory cost
ü Days in inventory
ü Other details about the vehicle
ü VIN decode
Vehicle Notes Yes
Integration to an F&I product Yes, WebSuite
Which one(s)?
Used Car Valuation integration No
- Blue Book
- Black Book
- NADA
Service appointment Yes - service appointments created in
WebSuite are integrated with CM.
Completed service – warranty, customer Yes - when a repair order is closed and
pay, and internal updated into accounting, CM can view that
repair order history. Schedules can also be
defined to follow-up based on that repair
order history.
Immediate notification of open RO No
Client information integrated from CRM to Yes
DMS?
Client information integrated from DMS to Yes
CRM?
Leads sources integrated to DMS No

12. Special Order Parts Yes - special order parts can create
automatic activities based on the schedule
setup. The schedule can be setup to
create activities based on receipt date or
return date or other part specific
information.
CRM and DMS kept in sync Yes
Data Cleansing
Cleanse Data Data Infusion can be used quarterly to
- Frequency update WebSuite, which in turn updates
- Update DMS CM.
- Cost
Check against NCOA Data Infusion
Combine duplicate entries Yes, transaction received from WebSuite
Data Import Export
Export capabilities / limitations Client collections may be exported
Export data available Fields specific to contact type of client
collection can be exported.
Ability to queue export No
Import capabilities / limitations No
Import data available No
Customization Contact Management
Screen View No
Ordering of fields or screens for process No
control
Field name No
Make fields mandatory No
Turn off mandatory fields No
Customization at store or user level No
User Defined Fields No
Security Contact Management
Task Level Yes
Screen Level Yes
Field Level Yes - limited
By User Only for reports
By Role By security profile
Users Added by Dealership Yes
User Visibility Rules Yes
Analytics Contact Management
Multi franchised retailer hierarchy Yes
Retailer level reporting Reports are at store level.
OEM level reporting No
Car Company OEM reporting No
Types of standard reporting Yes
Report names (description if necessary) Appointment Log
Appointment No Show
Daily Work Plan
Print Schedules
Prospect Management
Activity Audit
Client Care Log
Clients Without Future Activities

13. Follow Up Consistency
Location Analysis
Lost Opportunities
Prospect Appointment Analysis
Prospect Source Measurements Detail and
Summary
Response Time Detail and Summary
Salesperson Performance
Showroom Sales Process Analysis
Showroom Traffic Analysis
Walk-in Activity Detail Analysis

14. Filtering parameters for reporting Yes - several per report
Sort capabilities for standard reports Yes – not on all reports
Ad hoc reports No
Customized reports No
Ability to set report filter criteria and save No
for future use
Job Scheduler No
(Automated Reporting)
How are reports delivered? Reports are delivered immediately. Can be
saved to PDF file.
Immediate, email, etc..
Graphing Capabilities No
Export Reports No
Reports based on real time or batch Reports are run real time
information
Roll-up reporting capabilities from corporate No
level with drill down to store level.

15. Relevance by Point of Business Development Opportunity
Unsold Sold
Phone Internet Prospecting Service
Follow-up Follow-up

16. Unsold Sold
Phone Internet Prospecting Service
Follow-up Follow-up
Unsold Sold
Phone Internet Prospecting Service
Follow-up Follow-up
Unsold Sold
Phone Internet Prospecting Service
Follow-up Follow-up

17. Unsold Sold
Phone Internet Prospecting Service
Follow-up Follow-up