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From the Desk of...

Welcome to the first online edition of Drive Web Business, designed for Reynolds Web Solutions customers. This e-newsletter will make sure that you know what new offerings we have, enhancements to the products, tools and tips to help you be more efficient online, and best practices to help you get the most return on your investment. In the first edition you can find great additions to Reynolds Web Solutions, including:

• New enhancements to the admin tools of our WebMakerX^® product, giving your dealership more control of your WebMakerX site.
• Everything you need to know about Owner Circle, our new solution that works alongside our existing Online Service Reservations and Service Repair Status solutions to create your answer to service online, the Service Portal.
• We take you into Bill Harris Auto Center to show how Scott Harris and team are best utilizing Online Service Reservations, including best practices his dealership uses to drive the best results.
• Take an inside look at our support team and learn what they do to keep your Web site running effectively and efficiently. See their service statistics, testimonials from customers, and a video that shows how our support team works with your dealership.
• Coming Soon information to give you the inside scoop on what’s coming in the future with Reynolds Web Solutions.

Just think, with 89% of automotive shoppers turning to the Internet to research before buying a car, it makes perfect sense to make your Web sites an extension of your dealership. Take a look and see how we can help you personalize your consumer’s Internet experience and Be First in their minds while Making Business Better for you.

Sincerely,

Nicole Case

Reynolds Web Solutions offers a comprehensive suite of cutting-edge Web solutions designed to help your dealership Be First in brand experience, mind, and value. With services ranging from Web site design, search engine marketing and optimization, and inventory management to training and consulting that tie it all together; Reynolds offers a complete results-oriented Web strategy. Questions? Contact us by e-mail or phone at 800.767.7879.

Giving You More Control
Keep your site updated faster with new functionality in your WebMakerX Dealer Tool.

Your Web site is more than just another lead generator. It’s an online extension of your showroom that allows customers to see your latest inventory, peruse your specials, and interact with your dealership anywhere, anytime. Even though it is critical to maintain current information on your site, it has traditionally taken too long to add new pages and content. Say good-bye to delayed content! You can now create pages and content faster with new access to your site’s back-end tools. This access enables you to:

• Add Menu Items – Updates in Dealer Tools allow authorized personnel in your dealership to add menu items to the site, as well as new pages. Reynolds Web Solutions Support is still happy to help you add or delete pages.
• Add Pages – You can now add new pages to your site without having to contact support. When a new page is created, a content control will automatically be placed on the page. Users will then be taken to an editor where you can add and save custom content for your new page. Any additional page features will still need to be added by Support.
• Control User Security - With the addition of the User Settings security interface tool in the Dealer Admin tool, system administrators can now:
  • Add new user(s).
  • Delete existing user(s).
  • Add new site associations.
  • Designate security roles for new and existing users.
  • Edit site roles for a user on the existing site associations.
  • View when user last logged in.
  • Request security reports to be viewed online or downloaded.

With these new WebMakerX capabilities, you have more control over your online dealership. And as always, our support specialists are available if you ever need help. Let us Be First to assist you.

Give Your Customers Control You can give your customers more control of their experience on your Web site. Find out how consumer interactive themes help keep them on your site longer and make them more willing to give you personal information.

Solutions at Work

Taking Service Online
Because more people are going online for just about everything, connecting with service customers through the Internet can significantly improve your fixed operations business. Scott Harris, President at Bill Harris Auto Center, discovered dramatic results by developing a new Web strategy using Reynolds’ WebMakerX^® and Online Service Reservations and implementing these best practices:

• Send specific, pre-recorded voice mail messages about Online Service Reservations to customers, using Voice of the Dealer through Reynolds Contact Management.
• Send targeted e-mail campaigns with a direct link to the new online service tool to their existing customer base.
• Show Online Service Reservations at the time of purchase to every customer who purchases a new or used vehicle.
• Help customers in the store sign up to use Online Service Reservations.
• Require service team to talk about the solution, on the phone and in person, with every customer they encounter.
• Discuss how to use Online Service Reservations at dealership’s Owner Clinic, allowing customers to stay after to see the solution first-hand.

With these best practices, the dealership has increased service revenue, developed stronger customer relationships, and improved functionality for the sales and service teams. In addition, Scott has obtained a new way of collecting customer e-mail addresses and has seen a huge increase in the number collected.

Get more of the story. Find out how Scott Harris took his service online and see his results in the full Success Story.

Welcome Our New Arrival!...Owner Circle
And Retain More Customers

The final piece of the Reynolds Web Solutions online service application has arrived! Our newest addition, Owner Circle, joins Online Service Reservations and Service Repair Status to become the complete Service Portal, giving your customers their own personalized, dealership-branded login page.

Owner Circle is the gateway to the rest of the service applications and remembers your customers every time they return to the site. This means no more re-entering their vehicle information every time they need to check a service repair or schedule an appointment.

Adding to the convenience, your customers can now store all their household vehicle information in one place online, so they can easily see their last oil change, tire rotation, or any other service history performed on each of their individual vehicles. Plus, all vehicles, even those not sold at the dealership, can be added to the household vehicles. This can help you capture the service business of customers orphaned by closing dealerships.

Through the Service Portal, your customers can:

• Schedule their own service appointments.
• Check the status of open repair orders on their vehicles, leaving your advisors and technicians time to sell and work on vehicles rather than answer phone calls.
• Upsell themselves on your services by being able to select from all available services, as well as view recalls and open campaigns for specific models or timeframes.

Retain more customers by providing a personalized Web experience. Studies have shown that in exchange for a more personalized experience online, 3 out of 4 customers are willing to provide more personal information. With customers able to update their personal information from any page in Service Portal, which is then automatically integrated into ERA, you can achieve better results with your overall marketing efforts and boost sales across your dealership.

To see how the Bill Harris Harris Auto Group incorporated service into their online strategy check out the Bill Harris Auto Group Success Story or call 800.767.7879 for more information.

Did You Know? Each service bay has the potential to generate more than $100,000 in annual work. (Source: Fixed Ops Magazine, January 2009) Learn more about how Service Portal can help you realize that potential!

Reynolds Web Solutions Continues to Be First in Support

With so many Web providers in the market today, it’s important to remember that gorgeous sites and flashy features are nothing without an all-star team to turn to when you have questions or concerns. Reynolds Web Solutions’ support team continues to shine, solving issues and offering assistance whenever your dealership needs help.

Reynolds Web Solutions support is at the top of their game. With 5,500 average inbound calls monthly, they provide customers with these outstanding results for their retail level of support:

• 10 second Average Speed of Answer for the entire year.
• 99% service level.
• Regular proactive OEM compliancy checks on all sites.
• 7 a.m. – 7 p.m. support hours plus after-hour and weekend emergency support.
• 60% first call resolution (as reported in the last Voice of the Customer).
• 48-hour contact on new orders after order is approved.
• Same day turn around on Specials Management Service requests.

In addition to retail level support, Reynolds Web Solutions offers enterprise and original equipment manufacturer (OEM) support levels to help ensure all of our clients have the level of service they need and are compliant with their manufacturers.

Fresh and up-to-date content could help you capture one more lead or potential sale. Our team is there to help you Be First in your market.

“Reynolds offers a solution that is not only easy to use but comes with helpful people who are very patient with their customers. Calling support with a problem or question about something you don’t understand can be intimidating. However, when you work with people considerate of all levels of knowledge on the subject and willing to walk you through the changes in the simplest way possible, it reassures you that you have made the right choice.” Sherrie Rivera, Business Manager Pro Chrysler Jeep Thornton, CO

Contact Reynolds Web Solutions
Support or call 800.501.8305.

Coming Soon

Reynolds is continually looking ahead to help you capture more leads, proactively reach more customers, and drive more revenue through the Web. In the coming months, we will help you go beyond PCs to reach consumers through mobile technology. And, with CarLocate.com, we will give you an exclusive nationwide portal to display your inventory to thousands of consumers.

Mobile Technology
You will soon be able to extend the reach of your WebMakerX® Web sites even further. Your online showrooms, once only accessible from your customers’ PCs, will now be accessible any time, anywhere! With our mobile technology, customers will be able to receive information through Short Message Service (SMS), Multimedia Message Service (MMS), and mobile Web. With 81% of mobile phone users using mobile media once a week and 46% of users using it daily*, it’s time to make your dealership Web site accessible from any mobile device.

Visit www.reynoldswebsolutions.com/mobile.aspx to get more information about this new solution.


CarLocate.com
Looking for another place to advertise your inventory? CarLocate.com is an exclusive offer for dealers using Reynolds’ ERA^® and POWER dealership management systems. Through CarLocate.com, you can display your inventory to thousands of consumers, matching your dealership to consumers based on their vehicle and location selections. This is one more source for leads and can complement your existing online strategy. And with 89% of automotive customer going online for information before purchasing, it makes sense to be where you customer are!

With CarLocate.com, you can:

• Satisfy customer needs by displaying up to 32 vehicle photos for new, used, or pre-owned cars.
• Keep customers on your site with research tools such as color palette display, miles per gallon calculator, and optional vehicle videos.
• Track your traffic and leads through complete reporting.

Sign up today and take advantage of our special offer!

For more information about putting your inventory on CarLocate.com call 800.767.7879 or visit www.reyrey.com/carlocate.