National Automobile Dealers Association

CRM Vendors - Service and Support Features Guide

Customer Relationship Management (CRM) vendors provide computer applications to assist dealers with managing information about their customers' needs, satisfaction, and preferences. Here is a comparison of service and support features for CRM systems.

All Advent CRM Information
Aspen Marketing Services
Astute Solutions  
AutoAccelerator CRM by CFM
CAR-Research XRM
CDK CRM (formerly ADP CRM)
CIMA Systems
Customer Management Systems (CMS)      
Dominion Dealer Solutions
OneCommand, Inc.  
PBS Systems "Aristo Gold" Software  
ProResponse, Inc.
Reynolds and Reynolds/Contact Mgmt/CRM
The Higher Gear Group, Inc.

Service and Support CRM Summary Definitions

Email Management
Create and manage personalized email campaigns and the allocation of customer service inquiries.

Knowledge Management
Collect, consolidate and analyze customer service data.

Service Request Management
Capture, qualify, assign, and monitor all types of customer inquiries including walk-in, telephone, email, Web, and wireless.

Account Management
Maintain quality, up-to-date database content for customer service history.

Historical Reports
Access to past and current data for real-time comparative analysis of service activities.

Traditional & Mobile Access  
Support access from any customer’s communication device to schedule service, get service status, process payment, and access customer data.

Self-Service Reporting
Intuitive, easy to use service scheduling and status reporting for customer use.