Increase Sales Revenue, Customer Acquisition, and Retention

Increase Sales Revenue, Customer Acquisition, and Retention
The DriverSide Online Garage is a powerful, turn-key solution that increases sales and customer retention
at lower direct marketing costs.
Integrated with your store management system, DriverSide automatically creates personal vehicle Web pages
(Online Garages) for each of your customers and reminds them when service is due.
Your customers benefit from:
  Easily managing all of their vehicle information
on your website
  Quick access to their vehicle service history
  Special offers and discounts
  Personalized welcome emails, service reminders,
alerts, and monthly newsletters
  Vehicle re-sale value calculator, ownership tools,
and other rich content
Example of a Customer’s Personalized Garage:
Sample
Email
Reminder:
Garage Home Service History Coupons & Offers Account Se9ngs Account Se9ngs Your 2006 Honda Element
2006
Is Due for Service
IsYour
Due for
anElement
Oil Change
Dear Michael, Recent Recall Issued on 9/16/10 Tires: Pressure Monitoring and RegulaAng Systems To get better results at a lower cost, contact us today:
www.ints.com
(800) 922 – 3099
[email protected]
Maximize Your Revenue & Return on Investment
The DriverSide Online Garage is a unique, turn-key solution that’s proven to increase service revenue,
store profitability, and car count from:
  Higher service visit frequency
  New customer acquisition
  Lower direct marketing costs
  Recaptured “lost” and inactive customers
DriverSide vs. Direct Mail:
Annual Revenue per Customer
Direct Mail
DriverSide
DriverSide Benefit
Annual per Customer Contacts
4
16 - 24
400-600% Increase
Average Annual Service Visits
2.13
2.72
28% Increase
Average Invoice Amount
$76
$76
-----
Annual Customer Service Revenue
$162
$207
$45 Increase
+ 25%
Increased Revenue from
Lost Customers and New
Vehicles Serviced
+ $45
DriverSide Revenue Report – Sample Summary Results:
Vehicle Segmentation (Last Transaction)
Revenue
Revenue %
Transactions
Average Invoice
Amount
Active Vehicles (1 to 179 days)
$25,923
63%
357
$72.70
Inactive Vehicles (180 to 364 days)
$7,109
17%
96
$73.88
Lost Vehicles (= > 365 Days)
$5,5832
9%
51
$114.48
$4,292
11%
62
$68.93
$43,155
100%
566
$76.25
New Vehicle (no prior service history)
Total
Increased Annual Per
Customer Spending
+ 28%
Increased Service
Visit Frequency
DriverSide Revenue Report – Sample Transaction Detail:
Name
Vehicle
Activation
Email
Collected
Email
Source
Service
Date
Invoice
Number
Previous
Service
Transaction
Amount
Date
Days
Between
Sales
Vehicle
Status
Tom Vander
2007 Mazda 3
1/8/10
eMatch
9/4/10
2146353
$139.19
6/2/09
459
Lost
Ann Bailey
2006 Kia Sorento
2/10/10
In store
9/4/10
2146313
$56.46
6/2/10
94
Active
Bill Hardy
2005 Ford F150
1/8/10
In store
9/3/10
2146310
$64.48
1/22/10
---
New
Ryan Lee
2010 Toyota Prius
1/8/10
eMatch
9/3/10
2146306
$90.59
2/15/10
224
Inactive
Luis Roma
2008 GMC Yukon
2/22/10
In store
9/3/10
2146299
$83.60
3/22/10
165
Active
All results are from real client data.
DriverSide Advantages:
  More frequent customer contact resulting in greater retention, higher service frequency and increased revenue
  Broad, unlimited coverage for a low fixed monthly fee, per location, that outperforms direct mail by price and effectiveness
  Incremental business via referrals from DriverSide.com’s service provider directory and partners
  Automated “set it and forget it” solution that enables you to focus on core competencies and running your business
To get better results at a lower cost, contact us today:
www.ints.com
(800) 922 – 3099
[email protected]
DriverSide Email Collection Strategies
Capture up to 25% of your customers’ email addresses – right now!
eMatchTM - It’s easy!
•
•
•
•
•
•
®
We pull the current customer list from your ISI LubeSoft management system
We reverse-match customer names and addresses to our opt-in database
We identify customers that match email addresses
We send customers a ‘permission pass’ email on your behalf
All non-deliverable & customer opt-outs are removed
You get the result – a new list of verified email addresses!
eMatch
Process
In-Store Email Collection
Point-of-Sale Display
Email Collection Script
A counter or waiting room display to communicate
the DriverSide online garage benefits and prompt
customers to give you their email address.
A simple script that your staff can use to ask
customers for their email address:
Thank you for visiting [Your Store Name]. One
of the unique benefits we offer our customers is a
DriverSide Online Vehicle Garage that will give
you:
• Access to your vehicle service history
• Automatic service reminders
• Discounts and special offers for your next visit
May I have your email address so we can activate
your Online Garage?
(Remember to enter the customer’s email address
into your LubeSoft management system.)
To Achieve Better Results with Lower Costs
Contact ISI Today
800.922.3099
www.ints.com • [email protected]
Powered by
DriverSide Service Directory
Gain access to millions of vehicle owners
DriverSide is the leading online resource for anyone who owns a car. Through its
unbiased coverage of everything automotive, DriverSide is looked to as a trusted
source of vehicle ownership information.
By enrolling in the DriverSide program, you’ll be included in DriverSide’s enhanced
service directory and gain access to millions of vehicle owners. You’ll be recognized
as a trustworthy auto service and acquire new customers quickly and costeffectively.
A & J Auto Service 3.2 miles
189 Del Rosa Ave.
South San Francisco, CA 94055
(650) 892-6060
www.ajauto.com
A & J Auto Service
8.2 miles
1611 Burlingame Ave,
Burlingame, CA 94010
(650 344-7686
www.ajauto.com
A & J Auto Service
189 Del Rosa Ave.
South San Francisco,
CA 94055
(650) 892-6060
www.ajauto.com
Prominently displayed
above all auto service
facilities in the standard
directory
•
Listing includes your
logo, address, phone
number, link to your
website, and location
map
A & J Auto Service
189 Del Rosa Ave.
South San Francisco,
CA 94055
To Achieve Better Results with Lower Costs
Contact ISI Today
•
800.922.3099
www.ints.com • [email protected]
Powered by
Havoline Xpress Lube, ISI, and
Online Garages Powered by DriverSide:
Growing Service Revenue and Generating Repeat Business
Background
Results
Doug Levene, owner of 11 Texaco Xpress Lube centers across Alabama,
wanted to win back lost and inactive customers and increase revenue
across all of his shop locations. In addition, as part of a larger corporate
initiative, Levene was in the process of re-naming his shops “Havoline
Xpress Lube” due to Havoline’s
strong brand name recognition.
Levene didn’t want to risk alienating
his existing customer base during
the re-branding transition.
Within one year, Levene’s Havoline
Xpress Lube shops achieved the
following results with the help of ISI and
DriverSide:
  Acquired 15,305 new customer email
addresses through point of sale
collection and DriverSide’s eMatch
service.
  Contacted 39% of previously
unreachable Havoline customers
through email campaigns.
Havoline Xpress Lube’s Business Goals
  Increase contact and service visit frequency with existing customers
  Increase number of new vehicles serviced
  Win back lost and inactive customers
  Generate higher annual customer revenue
  Successfully re-name 11 shops “Havoline Xpress Lube”
Action Plan
Levene provided all of his stores with Online
Garages powered by ISI’ partner DriverSide.
Integrated with Havoline Xpress Lube’s shop
management system, DriverSide automatically
created personalized vehicle Web pages (Online Garages) for Havoline’s
customers, enabling them to virtually “park” their vehicles on a hosted
Havoline Xpress Lube site. Havoline customers received convenient access
to their vehicle’s service history, as well as a selection of online tools and
rich content, to enhance their car ownership experience. Customers also
received service reminder emails, coupons, special promotions, and a
customized monthly newsletter.
  Increased number of new vehicles
serviced (no previous transaction
history) by 1,389, generating $98,736
in incremental annual revenue.
  Generated 770 transactions from
“lost” customers (not active in
previous 12 months), resulting in
$50,323 in found revenue.
  Generated 1,596 transactions from
inactive customers (not active in
previous six months), generating
$107,315 in additional revenue.
  Successfully helped re-brand Texaco
Xpress Lube shops “Havoline Xpress
Lube” through rich content email
communications and sales
promotions.
“The results we’ve gotten from the DriverSide Online Garage program have
been outstanding. Not only did ISI and DriverSide help us surpass
immediate revenue goals and reach lost and inactive customers, they also
helped facilitate the successful re-branding of all of our stores.”
- Doug Levene, Owner, Havoline Xpress Lube Centers of Alabama
To increase business results at a lower cost, contact us today.
www.ints.com
(800) 922 – 3099
[email protected]