Sales
Workshop
Web
Bodyshop
Product Overview - January 2015 Confidential: For internal use only
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Internal Use Only www.citnow.com/
Rev Date: 050115
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CitNOW Approve (Add-on Service)
CitNOW being created and the email/SMS being sent to the intended customer. The CitNOW is typically forwarded to service reception staff for review and approval.
Key Features • • • • •
For use where CitNOW is used in a non-integrated workshop Puts a ‘pause’ into the process of sending a CitNOW Time delay defaults to dealer/OEM requirement – if no intervention, CitNOW goes anyway after 30 minutes, for instance. Could be 1 hour, could be never! Pause allows Service Advisors to review CitNOW before speaking with the customer Any CitNOWs rejected by Service Advisor are reported to ASM
Pricing (Exc. VAT) Set up Fee: Free Monthly Fee: £49 per month
Confidential: For internal use only
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Key Benefits • Works for any workshop using CitNOW, non-integrated • Provides a gating process for review, giving peace of mind to workshops that need a safety check in place • Allows Service Advisors to prep in advance of customer conversation – educating them as well as the customer • Low monthly cost, used as a negotiation point if/when appropriate Useful Information Current Version 3.01
www.citnow.com/
Rev Date: 050115
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CitNOW Bodyshop
CitNOW Bodyshop is an easy-to-use video presentation tool designed specifically for VDAs (vehicle damage assessors) to quickly record, store and send HD video and images to the owner of the vehicle (customer) and the insurer. This is the first CitNOW app in Apple’s App Store - VDAs are expected to use their own iPhones or iPods. Key Features
Key Benefits
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VDAs can quickly record and send personal HD video and take still images of the customer’s vehicle, including areas where repairs are recommended. VDAs can tap the screen to take still photos while recording. Customer receives the video on a customised webpage highlighting the repair and gives repair options. Demonstrates to the customer the steps you will take to reinstate their vehicle to its pre-accident condition. Identifies and upsells ‘non claim’ related retail work. Demonstrates manufacturer trained technicians, genuine parts, approved repair methods, BSI kite mark and insurer approval. Bodyshop is a ‘work evidencing system’ accepted by major insurers, including Aviva and Admiral. CitNOW videos and images are stored securely within the Bodyshop archive for easy retrieval.
£40 per device per month; minimum of 5 devices per bodyshop, Monthly Fee: 12 month £325, 24 month £292.50, 36 month £260. Unlimited CitNOWs and still images. Additional devices @ £20 per month
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Add-on Products •
Pricing (Exc. VAT)
Confidential: For internal use only
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Increase retail work by an average of more than £200 per job. Record and store irrefutable vehicle condition assessments. Simple monthly billing. Images are free and cheaper than Audatex (charge per image). Substantially increase Customer Service Index (CSi) score. An immediate and significant return on your investment. Accepted by Admiral, Aviva and other insurers. Create trust and transparency with customer and insurer. Improve and reinforce insurer relationships with comprehensive, accurate, claim related information for faster decisions. Detailed online management reporting system. Access to a dedicated account manager, comprehensive on-site training and a support team providing a two-hour guaranteed response time.
CitNOW SMS
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CitNOW Pre & Post
Useful Information Current Version 3.3.0 Live Customers: 56 (exc. Arnold Clark) Top User: Fix Auto Cardiff (Average 52 videos per month)
www.citnow.com/bodyshop
Rev Date: 050115
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CitNOW eVHC Lite (Add-on Service due for launch in Q1 2015)
This is the first phase of eVHC lite. This specific development is for Nissan GB to address their workshops, which are still using a paper based VHC. It could be used with similar UK dealers. Service reception staff can add parts, labour and price in free text fields for inclusion in their customer landing pages (with CitNOW video). Key Features
Key Benefits
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Allows paper based workshops to add information to their CitNOW customer landing pages Line by line entry for use by service reception staff Any information can be included – free form text entry Capture part, labour and price details
Pricing (Exc. VAT) Monthly fee: £49 per month
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Information will be formatted on the customer’s page - it looks good Completely flexible – enter a little or a lot A stepping stone for a dealer before committing to a full eVHC service Easy to use and fits in with their paper based system Immediately adds a level of professionalism to the customer landing page
Useful Information Current Version: Due for launch in Q1 2015. The second phase of eVHC lite (later 2015) is for markets outside the UK. An eVHC product that reports on volume products – tyres, discs, pads etc; made specifically for use with CitNOW Workshop.
Confidential: For internal use only
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www.citnow.com/
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CitNOW FISC (Add-on Service for sales due for launch in Q1 2015) An easy-to-use service that enables dealerships to automatically identify expiring lease contracts up to 6 months prior to the end of a contract while presenting customers with upgrade options.
Key Features • • • • • •
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Key Benefits
CitNOW FISC requires that the customer is using both CitNOW Sales and eMaster. eMaster is currently only available through select OEMs Allows dealerships to use video technology to present new vehicles to customers identified in the eMaster system Within the eMaster interface, a dealership can identify the appropriate customers approaching the end of a contract and select ‘Send a CitNOW’ Within the CitNOW Sales application, the dealership records the CitNOW using the ‘Finance Proposal’ purpose. CitNOW integrates with eMaster to collect the customer details and sends the CitNOW via email or SMS Using the integration, CitNOW displays the recently recorded video and the available financial information from eMaster on the customer page, including current monthly payment, future monthly payment, length of term, APR, etc. The customer views the CitNOW with the additional financial information and can contact the dealership for additional information
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Dealerships can easily renew expiring finance contracts by anticipating customer need and providing a clear solution Improves customer retention by giving customers the option to continue doing business with the dealership before any other alternatives present themselves
Useful Information Current Version: Due for launch in Q1 2015.
Pricing (Exc. VAT) £ Zero cost
Confidential: For internal use only
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www.citnow.com/
Rev Date: 050115
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Front and Rear View Camera switch (Add-on Service due for launch in Q1 2015)
Switching between front and rear facing cameras provides new functionality for CitNOW Workshop. Specifically being developed for Volkswagen to counter RTC’s video switch, also under development.
Key Features
Key Benefits
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Allows service reception staff to record intro videos of themselves; an extension to CitNOW videos being recorded in the workshop by technicians Simple to use – select camera by pressing the ‘switch’ button on the record screen Switch occurs before recording starts
Pricing (Exc. VAT) Set-up Fee: 10k for development. Monthly Fee: TBC
Confidential: For internal use only
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Specifically helps dealers who are using iPads and cannot easily turn their device around Sits well with OEMs like Volkswagen who have rolled out tablets (iPads) to their network ‘Face time‘ video is always going to help the upsell process in a workshop
Useful Information Current Version: Due for launch in Q1 2015. A later version will allow the camera to be switched during a video recording.
www.citnow.com/
Rev Date: 050115
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CitNOW New Car Marketing (Add-on Service due for launch in Q1 2015) CitNOW New Car Marketing is an enhanced service for CitNOW Sales customers, primarily OEMs, providing the option to brand 6 new landing pages (could be more) featuring new car models.
Key Features
Key Benefits
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5 ‘product specific’ landing pages for new car models 6th bespoke landing page is a catchall for the rest of the range in this case Each page/model exists as a new video purpose Vehicle specification and showroom data appears next to the CitNOW on each landing page Quarterly updates
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Allows OEMs to showcase their most popular models Provides the convenience of a personal video presentation with the information typically found on a web site Model specific presentation Makes new car information more relevant at the point of delivery
Useful Information Pricing (Exc. VAT) Set-up: £5,000 Monthly fee: Not applicable Quarterly fee: £1,125
Confidential: For internal use only
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Current Version: Due for launch in Q1 2015Current Version: Due for launch in Q1 2015. This has been driven by Volkswagen who’ve invested £10,000 in this development. The fee includes quarterly updates for a 12 month period.
www.citnow.com/
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CitNOW Sales
CitNOW Sales, the first app created for use in used car sales, since extended to new car sales, prospecting, thank you’s, handover, confirming appointments and finance
Key Features
Key Benefits
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Quickly record and send personalised, just in time, video presentations to customers and prospects via email or SMS direct from the device iOS – Apple platform only - iPod, iPad, iPhone A growing number of video purposes for all parts of the customer journey 3 second beep counts the user in email templates reflect all available purposes email notification sent when the customer or prospect watches their video for more than 20 seconds Notification can go to Sales Manager as well as Sales Exec New online dealer dashboard (Q1) video reporting by dealer and group; set-up new users, delete gone aways Standard weekly
Pricing (Exc. VAT) Set up Fee: £1,299 - includes 1 day consultancy on site, account set-up, 1 x kit box Monthly Fee: Single LID 12 month £325, 24 month £292.50, 36 month £260 Additional kit boxes: £369
Confidential: For internal use only
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Helps reduce a customer’s ‘no show’ rate immediately 3 second beep means exec can start with intro facing the camera CI approved customer email, no need for exec to type Notification provides opportunity for follow-up when the customer is hot Detailed online management reporting system Language to use when selling Quick, simple and effective; reduce no show rates; sell the car not the deal; unique and personal experience generates trust; sell more cars more profitably; reciprocity – the art of persuasion; customer behaviour has changed; effective meet & greet
Add-on Products •
CitNOW SMS
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CitNow Pre & Post Roll
Useful Information Current Version: 3.2.4 Live Customers (UK): 754 (Exc. Mercedes-Benz & Arnold Clark) Top User: Specialist Cars Stevenage BMW (Average 532 videos per month) Top Conversion: BMW dealer group NW England (25% increase in total car sales volume in 2013, over 2012
www.citnow.com/workshop
Rev Date: 050115
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CitNOW SMS (Add-on Service)
NOW SMS is an add-on feature for CitNOW products that allows dealerships and bodyshops to send CitNOWs to their customers via a text or SMS message. CitNOW SMS works in parallel with email.
Key Features
Key Benefits
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Works as an add-on to a customer’s current Sales, Workshop, or Bodyshop subscription SMS is free for life of contract, provided dealer is paying at least £125 per month for sales and/or workshop Responsive presentation pages auto-adjust when viewed on any mobile device providing an optimal viewing experience for customers For eVHC integrated CitNOW Workshop apps, the mobile number auto-fills, making it quicker and easier to send The user only needs to include the mobile number of the customer when choosing a send option The customer receives a short text message with a unique link to their CitNOW video CitNOW SMS is not a stand-alone product
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SMS reaches on-the-go customers and prospects faster than traditional email Texts are opened twice as quickly as email 50% more videos are viewed via SMS compared with email Creates a faster response time between the customer receiving and opening each CitNOW More views increases conversion rates
Useful Information Current Version 3.01
Pricing (Exc. VAT) Set up Fee: Zero cost Monthly Fee: £30 for up to 400 texts per month £40 for up to 600 texts per month £50 for up to 800 texts per month £60 for up to 1000 texts per month Fair usage policy of 1,000 texts per month maximum applies. Confidential: For internal use only
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www.citnow.com/
Rev Date: 050115
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CitNOW Web
CitNOW Web integrates with the dealer’s UCL (used car locator) or advertising portal (Q1/2) making it easy to create videos of current vehicle inventory
Key Features
Key Benefits
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Used in conjunction with CitNOW Sales Select web purpose - short 1 minute videos Car registration links video to used car stock record Potentially uploaded in minutes, dependent on how often CitNOW XML feed is checked by dealer’s web site Still image capture linked with video Video feed available for advertising portals such as AutoTrader (Q1/Q2) Video typically integrated seamlessly into web site as an iFrame – forms part of used car description Opportunity to offer viewer their own personal video presentation Pre & post roll is a powerful add-on – provide clear sign posting, call to action for viewer Reporting highlights what vehicles don’t have videos in the dealer’s UCL
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Best practice increases consumer click-through-to-enquiries Quick and simple way to increase leads and interest Increase lead capture with personal video request Online video increases SEO value on Google – ranks higher Web links in search go directly to the dealer’s web site rather than YouTube Still image capture could save money and replace photography service
Useful Information urrent Version 3.2.4 Live Customers: 65 (exc. Mercedes-Benz & Arnold Clark) Top User: Renault Retail Autoworld Willenhall (Average 5 videos per month)
Pricing (Exc. VAT) Set up Fee: £1,299 Monthly Fee: 12 month £200, 24 month £180, 36 month £160. Additional kit boxes: £379
Confidential: For internal use only
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www.citnow.com/web
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CitNOW Workshop
CitNOW Workshop allows aftersales staff to record videos of customers’ vehicles demonstrating red, amber and green health checks. Spotlight videos are sent to customers via email and SMS in a minute or less from the video iPod devices supplied by CitNOW.
Key Benefits
Key Features • • • • • • • • • • • •
Workshop works in two ways – integrated (with an eVHC) or non-integrated (standalone) Integrates with all UK eVHC suppliers apart from CDK (ADP) It works perfectly well non-integrated plus additional functionality provided with CitNOW Approve Integrated - the customer page is built instantly and held until the labour and parts data is ready CitNOW deliver the landing page which highlights the key serviceable parts and whether they are red, amber or green The delivery of green videos is a competitive advantage against existing eVHC video services Customer can approve the work online via the landing page New dashboard available at dealer and group level Pre and post roll is an obvious add on service being used to explain the content of the landing page and a call to action Significant number of OEM programmes: BMW, MB, VW, Nissan, Toyota, Lexus, Kia, Mazda, Volvo, Honda, Vauxhall, JLR, Peugeot, Citroen, Seat, Skoda (2015) Amber follow-up (Q1 2015) Available on iOS and some Android devices (Samsung Galaxy Tab, Samsung Galaxy S2, Samsung Galaxy S3)
Pricing (Exc. VAT) Set up Fee: £1,299 Monthly Fee: 12 month £250, 24 month £225, 36 month £200. Additional kit boxes: £399 Workshop Training & Implementation (optional): £1,299
Confidential: For internal use only
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Flexible for all workshop circumstances, whether they have an eVHC in play or not No one has more integrations with eVHC suppliers than CitNOW (NDA signed with CDK, integration should follow) Functionality customised to work with workshop processes – intuitive and simple By delivering the landing page for all eVHC integrations we provide a consistent OEM branded experience Easiest product to sell with instant, measurable ROI Cross platform so workshop can use existing Android tablets supported Key sales language: increase red work conversion by at least 20%, improve CSI, trust and transparency, amber follow-up is largely untapped
Add-on Products •
CitNOW Approve
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CitNOW SMS
Useful Information Current Version 3.2.4 Live Customers (UK): 754 (Exc. Mercedes-Benz & Arnold Clark) Top User: Dick Lovett Bristol BMW Service (Average 929 videos per mth) Top Conversion: Westway Group (Red work conversion increased by 39% up from £64.29 to £89.16)
www.citnow.com/workshop
Rev Date: 050115
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CitNOW Request (Add-on Service due for launch in Q1 2015)
Drives enquiries from a dealer’s web site directly to the CitNOW Sales app
Key Features
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A very direct way of adding new leads that a Sales Exec has to respond to Colin, Berrie, Colin, AJ to comment/provide info looking for the technical detail in terms of functionality/ features Request is captured from OEM or dealer’s web site Customer request is delivered as a lead to the dealer’s sales iPod How does it get from A to B? What happens in the set-up?
TBC
Useful Information Current Version: Due for launch in Q1 2015. A product that made specifically for use with CitNOW Sales.
Pricing (Exc. VAT) Monthly fee: £XX per month
Confidential: For internal use only
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www.citnow.com/
Rev Date: 050115
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CitNOW Amber Follow-Up (Add-on Service due for launch in Q1 2015)
‘Amber Follow Up’ is an add-on service to CitNOW Workshop that allows the service advisor to schedule an automated reminder for themselves and the customer regarding non-urgent Amber work to their vehicle that was highlighted during a recent vehicle safety check. Key Features
Key Benefits
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To ensure accuracy the service advisor selects the date for the reminders and a follow-up call based on the customer’s estimated mileage (most often within a 3-6 month period – alerts are restricted to a one year period) Future alerts are scheduled for sending after the initial vehicle check. It then becomes the service advisor’s responsibility to cancel the alerts rather than proactively send them, providing a higher success rate A weekly report is created and sent to the Service Advisor every Friday morning with a list of the videos marked for follow up in the following week (from Saturday to Friday) Additional monthly and quarterly reports showing videos created and marked as amber by the technician without a follow up date set are sent to the Service Advisor CitNOW Approve must be turned on to give the option to flag a video for follow up and set the follow up date at approval time, but this is not a mandatory action
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Reduces risk to the customer by reminding them about dangerous / illegal faults with their vehicle that need urgent attention Allows dealerships to easily automate the Amber follow-up process and increase revenue Customer’s presentation page is updated to show the video, any eVHC information originally gathered, and a ‘Callback’ button
Useful Information Current Version: 0.2 Due for launch in Q1 2015.
Pricing (Exc. VAT) Monthly fee: £To be confirmed
Confidential: For internal use only
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www.citnow.com/
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CitNOW, 9 Millars Brook, Molly Millars Lane, Wokingham, RG41 2AD Tel: +44 (0)1189 977740 | Email: support@citnow.com | Web: www.citnow.com
Confidential: For internal use only
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www.citnow.com/
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