This document provides an overview of ADP Dealer Services' social media and reputation management solutions. ADP Dealer Services is a division of Automatic Data Processing (ADP) that provides dealer management systems and other applications to auto dealers. The document discusses the challenges of managing social media presence, and introduces ADP's complete social media management solution which includes dedicated social media professionals, community site development, content generation, and brand monitoring across hundreds of social networks. An example case study highlights the positive results, such as increased positive customer feedback and improved search engine results, achieved by one dealer group that implemented ADP's social media management services.

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ADP DEALER SERVICES
SOCIAL MEDIA / REPUTATION MANAGEMENT
SOLUTIONS OVERVIEW

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About ADP
Automatic Data Processing, Inc. [NASDAQ: ADP]
Outsourced Human Resources, payroll, tax and benefits
administration
 $9 billion in revenue
 Over 585,000 clients
 Fortune 300 company
 One of Fortune’s “Most Admired”
 1 of only 4 U.S. companies with AAA-ratings from
both Moody’s and Standard & Poor’s
ADP Dealer Services Division
Dealer management systems and layered applications
such as Digital Marketing, CRM, and IP Telephony
 $1.25 billion (F*) in revenue
 Over 30 years of experience
 6,500 associates worldwide
 2,000+ dedicated to client services and
support
*FY’10 Forecast
ADP Dealer Services
Corporate Headquarters
Hoffman Estates, IL

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ADP Dealer Services – Global Footprint
ADP Presence
Largest Global DMS Provider with nearly 27,000 clients in
over 90 countries
North America | Latin America | Europe | Asia | Africa | Australia / Oceania

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Truck (buses,
semi’s)
Agriculture and
Heavy
Equipment
Marine, RV
(mobile/trailer),
Motorcycle
North American Dealer Segments
Branded:
Branded:
Auto and Light
Truck
Construction Equipment, Farming/
Ag. Caterpillar, John Deere etc.
Currently Branded:
Currently Branded:

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Other Companies/Brands ADP-DS Markets
Front end Consultants 20 Groups, Stats
Open Dealer
Exchange:
Joint Venture with our
main DMS competitor,
Reynolds:
Branded: ODE
Digital
MotorWorks:
Provides data and
solutions to OEMs
and Third Parties.
Branded: DMi
Improve
Marketing
Effectivenes
s
Computer Vehicle
Registration:
Joint Venture with our
main DMS competitor,
Reynolds:
Branded: CVR
Improve
Marketing
Effectivenes
s
Dealer Office
Xpress:
Joint Venture with
ADP and Standard
Register.
(Laser, forms, tags
etc.)
Branded: DOX

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Guiding Principles
Help our clients sell vehicles, parts and
service profitably.
Help our clients sell vehicles,
parts and service profitably.
Bring our clients and their customers
together for life, wherever they are,
by delivering an exceptional experience
with a local touch.
Help our clients sell vehicles,
parts and service profitably.
Bring our clients and their customers
together for life, wherever they are,
by delivering an exceptional experience
with a local touch.
Innovative product, sales and service
leadership that allows us to deliver reliable,
easy-to-use, scalable solutions that transform
the way vehicles are marketed, sold and
serviced.
Help our clients sell vehicles,
parts and service profitably.
Bring our clients and their customers
together for life, wherever they are,
by delivering an exceptional experience
with a local touch.
Innovative product, sales and service
leadership that allows us to deliver
reliable, easy-to-use, scalable solutions
that transform the way vehicles are
marketed, sold and serviced.
 Integrity in everything
 Expertise
 Unrelenting commitment to
client service excellence
 Innovations that make a difference
 Each person counts
 Results-oriented
 Social responsibility
Help our clients sell vehicles,
parts and service profitably.
Bring our clients and their customers
together for life, wherever they are,
by delivering an exceptional experience
with a local touch.
Innovative product, sales and service
leadership that allows us to deliver
reliable, easy-to-use, scalable solutions
that transform the way vehicles are
marketed, sold and serviced.
 Integrity in everything
 Expertise
 Unrelenting commitment to
client service excellence
 Innovations that make a difference
 Each person counts
 Results-oriented
 Social responsibility

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Top Dealer Groups in North America
Source: Ward’s Dealer Business
ADP Dealer Services is contracted with 8 out of 10 of the top dealer
groups in the U.S. and is the sole source DMS provider for 7 of the top 10.
 AutoNation, Inc.
 Penske
 CarMax
 Sonic Automotive
 Group 1 Automotive, Inc.
 Van Tuyl
 Hendrick
 Asbury
 Holman Enterprises
 Larry H. Miller Group

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ADP Dealer Services – Breadth of Solutions
 Focused on helping dealers and manufacturers use technology to increase
efficiency and driving results throughout every area of the dealership
Segments
Auto MarinePowerSportsHeavy Truck RV Heavy Equip Agriculture
Dealer
Mgmt
Systems
Digital
Marketing
incl Social
Media
Mobile
IP
Telephony
Networking
Business
Intelligence
Business
Process
Outsourcing
Key Solutions

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GENERATE
TRAFFIC
MANAGE
CUSTOMERS
TRANSACT
BUSINESS
YOU
DO IT
WE
HELP
Desking
Menu F&I
Credit
Digital Contracting
CRM
Campaigns BDCLead Mgmt
Vehicle Mgmt
Websites
Digital Marketing
Websites MarketingLead Mgmt
Hosted Phone
Dir MailDataFresh
Vehicle Online
Business Online
Finance Online Service Online
Quotes Online Trade Online
Managed
Campaigns
Loyalty
Solutions
Digital
Advertising
Call
Tracking
Virtual
Mktg
Rep
eNewsletter
Live Chat
Social Media / Rep Mgt
WE
DO IT
Sell Cars, Parts and Service Profitably – Front-End Solutions

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Sales Campaigns
Mobile Site
Service CampaignsFinance Campaigns SEM, SEO Social Media
Total Digital Solution
Attract
Digital Advertising
Display, Behavioral,
SEM, SEO
Convert
Website Solutions
Websites, Mobile Sites,
Call Tracking, Chat
Transact
Business Online
Vehicle, Quotes, Trade,
Finance, Service
Retain
Customer Loyalty
BuzzTrack, BuzzMail,
eNewsletter
Vehicle
Online
Finance
Online
Trade
Online
Quotes
Online
Service
Online
Websites

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Your brand is already out there
…whether or not you choose
to participate
IT’S HUGE
>> Over 400 million users on Facebook
…using it every day
INCREASINGLY DIVERSE
>> Mothers & English-speaking
Hispanic populations are
fast growing user segments
IT’S RELEVANT
>> Google indexes social content
Complements eMail & Search Marketing
IT’S WHERE BUYERS ARE
>> #1 site visited by auto buyers in July ‘09?
…was Facebook
SO…
WHAT’S
YOUR
STRATEGY?
Social Media / Reputation Management

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1) Lots of Sites  Keeping up with all the Social Sites
Knowledge: New sites always pop up. How many should I use? Which ones?
Productivity: How do I effectively participate without affecting productivity?
2) Lots of Content  Producing enough quality content in all of the Social Sites
Quality: Stale or irrelevant content turns off users. How do I get good content and control quality?
Productivity: How do I create good content regularly without an impact on employee productivity?
3) Two-Edged Sword  Awareness and managing of negative commentary
Awareness: How will I know when negative content is posted?
Skill Set: What should I do when negative content appears?
The Challenges
Companies cite “Lack of Knowledgeable Staff” as #1 impediment to using Social Media more
effectively as part of their advertising mix Marketing Sherpa, Dec 2008

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Social is Different…
 Social users turn away from a site in
droves if they perceive their just being
marketed to
 Social users are looking for relevant
information and engagement
 Simply putting inventory listings on
your social site page does little to truly
engage social users
…and it may turn them off entirely
 There’s a whole universe of social
sites and more emerging all the time
…a single page is hardly enough
Comprehensive Social Media Strategy

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Social Media / Reputation Management
Complete Social Marketing Team
 ADP Social Marketing Professional
 Dedicated to your account
Social Marketing Representative (SoMAR)
SoMAR’s role:
AdjustPlan ReportExecute
SoMAR

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Social Marketing / Reputation Management
Complete Social Marketing Team
 Professional Execution
 Social Marketing skill set
Complete Social Marketing Team
AdjustPlan ReportExecute
SoMAR
Design Configuration SalesTraining

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Dealership
Social
Network Site
Dealership Community Strategy
The hub of a Hub-&-Spoke SM/RM Strategy

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Services Managed For You
 Brand registration services
 Managing social profiles
 Brand monitoring
 Social relevancy
monitoring
 Reporting and alerts
multiple times per day
 100s of social networks
Social Network Management

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Dealer Message – Dealer Control
 Civic activities
 Local interests
 Vehicle discussions
 Dealership happenings
RSS Feeds
 Managed by ADP
 OEMs
 Enthusiast sites
 Video / photo feeds
Positive UGC
 Systemic process
 Lots of positive UGC
 Content analysis & syndication
 Brand Monitoring
Over 200 Ancira Employees participate in community
Employee Participation

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 DealerRater Certification
 Encourage / solicit
consumer feedback at time
of delivery
 Post positive reviews to
Dealer’s Community Site
 Amplify the message by
publishing to all social sites
 Any negative reviews send
alert to dealer and your
social media pro
 10-day hold on posting
enabling dealer to engage
and rectify
 BZ Social Media Pro
provides Brand Monitoring
service of dealer brand on
all social sites to raise
dealer awareness
Amplify The Positive – Consumer Feedback

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Birth of a Community
ADP Builds Ancira Auto Community Site
Dealer personnel set-up profiles
Get engaged
1
Case Study: Ancira Auto Group
Registration / Publication
Site Registered in 120 Social Venues
Will you be my Facebook friend?
2
Dealer Information
Ancira Crafts Their Message
3
Syndicated Content
Relevant Info From Other Sources
4
Local Interest
Highlight Ancira’s Civic Leadership
5
User Content
Fun Stuff For Customers
6

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Results Made Easy
SM
Case Study: Ancira Auto Group – Stellar Results
“I am absolutely blown away that you not only
responded… but that you use social media”
“I will be happy to explain to everyone the
fantastic service I received…”
Positive
customer
feedback
Search
Engine
Results
Brand Name Search Returns
10 pages of
Ancira content
Consumer
response
ancira dodge san antonio

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Results Made Easy
SM
Thank You