Annually, over 20 million customers leave auto dealerships without purchasing a Vehicle Service Contract.

This costs dealers hundreds of thousands of dollars in F&I Income and Missed Service Revenue As well as negatively impacting Customer Satisfaction and Customer Retention MCR - Gets them back!

MCR consists of two programs:

Direct Mail Campaign utilizing inbound telemarketing and a Dealership CSI Survey telemarketing designed to maximize lead generation.

• Initial dealership data extraction is performed:

–Ability to pull data from ADP, R&R, UCS, EDS and Autosoft*
–Data pulled from F&I and Service
–18 months of sales and/or service events are pulled from DMS
–Vehicles with mileage between 10K and 140K are identified
–Customers who have already purchased a VSC are identified and eliminated

• Data is normalized, NCOA’d, and put through rigorous demographic modeling

• Average data pull yields 4,000 records per 100 vehicles retailed per month.

Mail Campaign
•A dealer-specific mail campaign is created and mailed utilizing the dealer’s color logo (there is no dealer cost for the mail drop).

–Typical consumer response to the campaign is 3.5 to 4%.
–12 to 15% of respondents will purchase a VSC.
–On average, 17 to 35 contracts per drop will be purchased.
–Each time a contract is purchased the dealer receives $200.

Premium Financing
- Summit Premium Financing;
- Contracts are financed internally;
- Check by Phone, ACH and Credit Card Auto Debit;
- Customer payment controlled by Summit;
- All collections performed by Summit;
- Summit proactively keeps the contract “on the books”.

MCR & Loyalty…
•Typical MCR customer has not been back to your dealership in over seven (7) months at time of VSC sale.  On average, 85% of MCR customers will return to your dealership to have VSC-covered repairs made on their vehicle after purchasing a VSC through the MCR program.

Let the MCR program start to recover your lost customers today!

CSI Follow-Up (Optional)
An outbound CSI program with three (3) specific goals:

–Increase CSI–
Uncover impediments in the service process,
Identify customers in the market ready to purchase a vehicle, and instantly refer them to the dealer,
Generate VSC sales.

Call Management
• MCR contacts your Service Department customers and performs a CSI Survey.  Attempts to contact the customer will begin within one (1) business day of service visit.
• MCR will attempt to contact each customer eight (8) times.
• The dealer will be billed only for those customers who complete the survey.

Surveying
The Dealer can customize survey questions to meet dealership or manufacturer-specific needs.
Customer responses are categorized as follows:
• Customer Complaint
• Situation Needs Attention
• Sales Lead
• Any comments concerning the dealership will be captured and provided via e-mail or fax.

Lead Management
• Customers will be asked if they are in the market to purchase a vehicle within the next year.
• Responses will be categorized as follows:

– Now
– 0-3 months
– 3-6 months
– 6-12 months

Customers looking to purchase “Now” or within “0-3 months” will be provided to the Dealer daily.

VSC Sales
Each customer that is not in the market to purchase a vehicle will be offered an opportunity to receive a VSC quote.  Each customer requesting a quote will be sent an informative brochure outlining the VSC and then will be followed-up with by phone.  All quotes will outline the best coverage and deductible available.  Each time a contract is purchased the dealer will receive $400.  On average, four (4) contract sales per 100 retail deliveries per month will be generated.

Reporting
• CSI Report & Graphs
• Complete Customer Satisfaction History
• Complaint Distribution by Advisor
• Percentage of Complaints
• Service Focus Area
• Dealership Service Summary

Call Report - Details every customer contact
Daily reports(faxed or e-mailed):

−Sales Lead:  Customers interested in purchasing a vehicle within 3 months.
−Customer Issue:  Customers who rate their service experience below desired levels

MCR & Loyalty…
•Typical MCR customer has not been back to your dealership in over seven (7) months at time of VSC sale.  On average, 85% of MCR customers will return to your dealership to have VSC-covered repairs made on their vehicle after purchasing a VSC through the MCR program.

Let the MCR program start to recover 
your lost customers today!