There was a lot of buzz over 2011 regarding the importance of proper and effective internet lead engagement. There are several different opinions held by dealerships on how best to work their leads and utilize their workforce. We thought it would helpful to our readers if we surveyed dealerships and asked them what system or systems they were using to help enforce their internet sales process in 2011. Being that 2011 has proved to be a very successful year for the industry, we thought now was a perfect time for dealerships to share their success. From the outpouring of responses we received, we found one company in particular that has drawn a lot of buzz in 2011. The majority of stores that we surveyed had indicated that one of their biggest assets was a tool that helps them enforce their sales process and ensures that they didn’t miss any leads. AVA the Automated Virtual Assistant which uses artificial intelligence was the most popular tool that the dealerships indicated had helped them achieve maximum lead engagement. Here’s what they had to say:

DMM:What is it that AVA does for your dealership and why do you feel it is integral to your store?

Mike Cagey, General Manager of Mark Christopher Chevrolet Buick GMC Cadillac:For the past year I can say that my internet department has not missed one lead since starting with AVA. That’s why I use it, what dealer can afford to miss or not have good contact with a lead? Even though she is artificial intelligence, she has become part of our store just like any other good employee and I’m not looking to get rid of my good employees anytime soon.

DMM:Has AVA changed your internet sales process or made it easier or more difficult?

Jeff Proctor, General Manager of Metro Honda and Acura:That’s what I like about it, I didn’t have to change my entire process, AVA automatically works for us and integrates with our CRM. AVA also has helped me as a manager to ensure my process stays in effect. She lets me know exactly what’s going on from the words of my customers, so I always know how their experience is going with us in real time. I will say that my internet sales reps spend a lot more time now actually with the customer and working a car deal because of AVA.

DMM:How are you measuring your results with AVA?

Shawn Nehrir, Internet Director of Newport Lexus:We have access to our AVA Dashboard which gives us real time statistics and interaction with our customers. Also, they provide me with a monthly performance report that gives me a full review of AVA just like I do with my staff, such as the number of deals AVA helped us make, how many appointments she set, number of customers she engaged, amount of deals that were made and saved from mining my old leads, etc. AVA helps us achieve and maintain a very high closing ratio and good customer experience.

If you would like to learn more about AVA, please visit www.dealermarketing.com/ava or call 866-913-5079.

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