Vital Software Pty Ltd

Are customers the heart of your business? Like any great relationship, communication is the key! Automating and personalising customer communications ensures consistent, and reliable messages are sent at the right time to the right person. Ad-hoc promotions, specials, new releases or other exciting news and events can be communicated to target markets with ease.

ContactTracker is the Customer Relationship Management (CRM) solution that is revolutionising the global automobile industry.

• Web Based
• Intelligent
• Flexible
• Easy to use
• Affordable

Customer and Prospect Management (CRM)

Vital Software offer a range of sophisticated solutions for single franchise, or multi-franchise dealerships.  Our solutions always begin by integrating data from all of the disparate sources which exist within the dealership.  This data can include Dealer Management System (DMS) data including prospects, customers, services and parts, and
Finance and Insurance information.  Additionally, it can include data held in spreadsheets or 3^rd party CRM tools.  However many sources of customer data your dealership may have, Vital Software specializes in combining, purifying, and creating a "one customer view" of your customer database.

Prospect Management

The Vital Software solution includes the following features: 

• Leads
  Capture, track, assign and manage all leads in one central system. Customer data at your fingertips allows for rapid responses.
• Opportunities
  Monitor all the milestones leading to a sale. Increase organisation efficiency by standardising processes.
• Pipeline
  View and report on the salespipeline to assist with financial planning.
• Productivity
  Manage sales staff activity levels and eliminate wasted effort.
• Floor Traffic
  Just a couple of clicks to determine how effective any campaign has been.
• Planning
  Information captured in a central system can be used to make data driven decisions.
• Sales Cycle
  Manage customers from first point of contact to making a sale. Track ratios of phone calls to appointments to test drives to sales...and more.

Marketing
ContactTracker is the ideal solution to Plan, Deliver and Report on marketing efforts. One view of all integrated data!

• Campaigns
  Create, manage and analyse results from campaigns.
• Target Marketing
  Select customers according to specific demographics using our intuitive "Quick Pick" data filtering wizard.
• Wizards
  Launch mail, email and SMS wizards at the click of a button to send personalised communications.
• Recurring Letters
  Save time with setting up repetitive letters. Print on schedule with ease!
• Service Reminders
  Helps with customer retention and ensures maximum revenue from the relationship.
• Privacy
  Conforms to government regulatory requirements providing privacy flags for all communication methods.
• Familiar
  ContactTracker utilises the Microsoft suite of products including:Outlook for calendars and eMail; Word for letters and Excel for reports.

CSI

• Dealer Standards
  Designed to seamlessly improve Customer Satisfaction Index (CSI) results. The Dealer Standards module allows for easy customer follow-up and continuous improvement.
• Configurable
  Schedule customer contact points based on your own business processes and measure customer satisfaction against CSI scorecards.
• Trend Reports
  View data-driven graphical reports that allows drill-down functionality into individual customer problems.
• Process Improvements
  Report on trends affecting CSI and follow a 4-step process improvement worksheet from root cause analysis through to success measurement.

Reporting
ContactTracker has a comprehensive suite of pre-formatted reports providing information about every aspect of your dealership.

• Service & Parts
  Instant access to detailed service and parts information; including labour costs, profit analysis, parts sales and in-depth repair order analysis.
• Service Customers
  Instant reporting on retained service customers and lapsed service customers.
• Prospects
  Report on opportunities by salesperson, make, model, milestone, lead source and more.
• Management
  Manage salesperson activity, floor traffic, campaigns, and more with reports in summary and Drill Down for detailed information.
• Benchmarking
  Manage performance against group average or manufacturers KPI's.
• Comparisons
  Up-to-date information on current month vs prior year month; and year-to-date vs prior-year-to-date.
• Custom
  Our developers can plan, define, design and create any report to specification.

Data Quality
Is your customer database in peak condition? Are you missing out on customer lifetime value and other opportunities due to lack of good contact information?

• Customer Touch Points
  Are you using your customers' preferred communication type to build loyalty and referral business? Do you have:
• • email addresses?
  • mobile phone numbers?
  • complete address details?
  • correct first names and last names
  • Where to Start
  • Vital Software's unparalleled diagnostic reporting tools allow for checking across your entire customer database for missing and or inaccurate data.

Data Cleansing
Database cleansing improves marketing communications ROI, and also adds to the Intellectual Property (IP) and profitability of your dealership.

• Address Changes
  How many of your customers have moved house and you don't know about it?
• Targeted Communications
  Do you know if your dealership's marketing communications are actually being delivered to your customers?
  In a sample of 21 dealers (11 metro, 10 regional), on average 42% of addresses were incomplete!
• Verify Addresses
  Using postal data specific to each dealers' geographic region, the Vital Software solution alerts you to inaccurate and/or ambiguous addresses in your database, and can provide the data files to correct the information.
• DMS Cleansing Tools
  In some cases, Vital Software is able to push cleansed data from our system back through to your DMS tool.  This bi-directional integration means that when customer details are changed in either system the other system will update automatically. This ensures both platforms are always current and cleanse!
• Reduce Wastage
  Correct address information means less wastage on direct marketing efforts - saves money and time, and ensures your customers know you haven't forgotten them!