Introducing Our New Purchase Analysis Report

We are extremely EXCITED here at HookLogic.

Why? Because over the last year we have been working to "Build the Ultimate Attribution Model" for Auto Dealers.

By diligently working with RL Polk, we have developed a monthly Purchase Analysis Report to complement our existing reporting suite.

You already know our weekly performance report that breaks down your lead and show ratios.  Many of us on the HookLogic team have spent several years in the business and know that you are wondering ‘But do I sell cars using HookLogic’. Now we provide the answer. By providing sales data, not just with our dealers, but with surrounding dealers as well, you will see your true HookLogic ROI as well as lost opportunities.

Let’s review our new Purchase Analysis Report:

example analysis report

In the example Purchase Analysis Report, we are able to match nearly every showroom visit into the dealership that resulted in a sale (29). This is found under the Data Summary in the top left portion of the report.

walkin rate analysis example_report

The first bar chart you see is the Overall Walk-in with Incentive Buy-Rate (66%). This is the percentage of overall customers that were incentivized with HookLogic that resulted in a sale during a 90 day period.

Important to note here - this is the OVERALL Incentive Buy-Rate. Meaning that, these matched customers bought a car, somewhere.

The next bar chart is your Dealer Buy Rate or what we like to call, your Show to Close. In this example, the dealership Sold 16 of the 29 opportunities (customers that walked into the dealership), resulting in a 55% Dealer Buy Rate, or show to close percentage.

Next up is your Dealer Lost Opportunity. These are the customers that HookLogic incentivized to show up at your dealership to buy a vehicle, but walked out of your showroom without making a purchase and then went to another dealership.

lost analysis example report_final

In this example you see this dealership lost 3 sales to a competitor. Not only does this report show you the number of lost sales, but at the bottom of the report, you will see which 3 dealers they lost the sale too. Not only did they lose 3 sales BUT these customers bought what they intended to purchase.

Compelling  isn’t it?

monthly analysis example report

The middle performance bar charts includes the same information but broken out into the last 3 months by New, Used and Lost Opportunities.

We are confident these new Purchase Analysis Report will close the loop on the sale and help HookLogic and you create the ultimate attribution model.

If at anytime you have ANY questions about this report, please contact our support team and we will schedule a time to review. We want you to have a complete understanding of these reports.

Thanks for taking your time to read this; which hopefully has opened your eyes to the value HookLogic provides.

HookLogic is Building the Ultimate Attribution Model in Automotive

Building the Ultimate Attribution Model in Automotive

I know, I know…that is a pretty bold statement but if you know anything about me, when I truly believe in something, I will stand behind it.

In the infancy and quick growth of the Internet in automotive, everything was supposed to be trackable and accurate.  What we found was that because an automotive purchase, done offline in a dealership, it was hard to quantify an absolute ROI.  So we stuck to the basics; how many leads could we produce and how many sales came from those leads.  All that did was raise more questions. In reality, the real black hole was in the transition of the lead to a showroom visit.

Now, that’s not a revelation. But when you ask most dealerships and OEMs what their “show” ratio is, they are not comfortable with giving you an answer. In fact, in the past two years of speaking at 20 groups, large dealership meetings, OEM regional meetings, and dealerships, I have only run into 3 instances where the answer was given and backed up with data. But that’s ok. We have spent the past 6 years focused on this stat, having driven almost 300,000 “shows” at HookLogic.

What we know is that the national “show” ratio is 17%.  So when a dealership looks at their closing ratio of 10,15,18% they are only getting a piece of puzzle. Here is a better way to look at it.

100 Leads = 17 showroom visits  = 10-12 sales =10-12% closing ratio

90% of the dealers in the country fit into this bucket. What this basically means is that most dealerships don’t have an operational issue at the store level. In fact, they close 60% of the opportunities that visit their dealership from an Internet lead.  Just so you know, this is the national average.

When you see dealerships with a higher closing ratio, it's usually because they have a higher “show” rate, not necessarily a higher in-dealership closing ratio.

For years, this has been our focus; driving more showroom traffic.  That’s why our tagline is “We aren’t a Lead Provider, we are a Show Provider”.

HookLogic was first to market and has proven to be the subject matter experts. Others try to copy what we do but most of our secret sauce is behind the scenes. Over the past 6 years, we have an overall “show” rate of 32%, nearly double what the national average is.  For those who like simple math, this is what it looks like.

100 Leads = 32 showroom visits = 18-19 sales = 18-19% closing ratio

For most of our customers, they see this everyday.  HookLogic has real-time reporting that breaks down lead and show ratios for our dealers. The majority of our clients don’t question the ROI or the math. But this is the car business so you have some level of pessimism and mud slinging involved, right?

So what are the objections? These are the three that I hear:

1. "These customers aren’t real car buyers.  They just want the gift card."
2. "They would have come in anyways."
3. "They weren’t buying my car. They wanted a different make, model."

That’s why we have added our latest added benefit to our solution set. It is the last piece of the puzzle for the perfect attribution model in the car business, the inclusion of sales data, not just with our dealers but with surrounding dealers, after the customer has visiting our dealer’s showroom.

Adding another layer to our premier partnership with RL Polk, HookLogic has developed a monthly Purchase Analysis report.  Because of the rich registration data that exists with Polk and HookLogic’s prowess for complete customer data, it allows HookLogic to match sales from showroom visits without tapping into a dealer’s CRM or DMS system.

In the example report, HookLogic is able to match nearly every showroom visit to the RL Polk Master Name File.  In doing this, we report shows very clearly that the majority of the customers that show up at the dealership for the incentive end up buying a car somewhere, killing the objection that these customers aren’t buyers.

More importantly, over 60% of those driven into to the showroom end up buying a car from that participating dealer.  In most cases, when a customer leaves that showroom and buys a car somewhere else, they usually buy the intended make, dispelling another objection.

Closing the loop on the sale helps to quantify Internet Lead Management ROI, not just with our solution, but with a dealer’s website, 3^rd party leads, chat, trade evaluation, PPC, direct mail and email campaigns, and many other digital products.  Our goal of building the Ultimate Attribution Model in Automotive just got a lot closer with our latest addition.  People continue to talk about big data but this is an example of how big data can be used to power more sales and better reporting in the automotive business.

We Keep Making It Easier to Help You!

New Support Tab

In a recent article we reviewed the many different ways our dealer clients are able to contact us for support. Whether you have a simple question about one of our industry leading services like Web-2-Show or Lead-to-Show, how to use our Mobile App for redeeming incentives or to simply let us know that we are (or not) meeting your expectations, we make it easy to contact us.

Continuing with our approach to pro-active support, we have made a small but welcomed addition to our support tab in your dealers Admin. When you log in, you may not notice the new addition right away UNTIL you click on the "Support" tab or link located right on the first screen of your admin.

As you can see in the screen shot, after clicking on the Support link to tab, you are presented with several options on how WE CAN HELP YOU.

Need Help?

Need Answers? Maybe you have a late delivery and are caught at the dealership late but have a question about a customers incentive - click on Frequently Asked Questions. It's quite possible the answer will be found in our FAQ.

Continued Training? Check out our Library of training videos and Webinars

Card Status? Customer calls in for one reason or another and you offer to check the status of their gift card. Here's a quick link to www.mygiftcardstatus.com

Chat Chat Chat? Hopefully you hadn't overlooked our ActivEngage chat / social bar located at the bottom of your admin screen. If for some reason you did, we have you covered with a quick link to open up a chat session.

Email anyone? With all the tools of communication, email still gets the job done. And our support team is quite quick to respond to your support emails.

Who uses the Phone (to make calls)? Let's face it - there's nothing like hearing a live support reps eager voice to help. If you don't already have our phone number in your address book, well…here it is for quick reference. Give us a call.

We look forward to hearing from you. If you're not already using our products to increase your lead to show rate, then give our sales team at call at 855-LEAD-2-SHOW  - (855-532-3274)

Hooklogic At Google - #DSMV13 Recap

google DSMV

The HookLogic Crew was at Google!

Google. It’s still hard to grasp after being home for a few days that we were, in fact, on Google’s campus, learning from the very people who shape how Google in the automotive industry works for you.

Sharing means caring, so here is what went down --

Todd Rowe (Google) spoke about the search, trends (which favor our industry) and what we can learn from the people searching for our cars.

• 20 percent of online searches are for a specific brand. That’s a lot higher than other industries. Search generates $154 billion in offline sales in the automotive industry.
• Smartphones are the number ONE screen you need to focus on. To be found you need a multi device strategy
• 44 percent of buyers will look up your phone number on their smartphone, ok that’s a lot – BUT over 90% will visit that same day.

What would happen if they couldn’t find your number?

hook_dsmv_sponsor

Mitch Joel (Twist Image, Digital Marketing Professional) gave us a quote that I won’t soon forget. Mobile devices are the remote controls of our lives.  Joel energetically, as well, in a practical way gave us roughly five new rules to digital marketing.

• You must own the direct relationship to the consumer. Personalization is paramount.
• Utility or death – Be useful or provide something useful for your consumer.
• The only screen that matters is the one that’s in front of the consumer.

Joel left us with thinking about being more active with media rather than passive.  Can a buyer find you from where they are on their one screen – be in blogs, Twitter or Instagram?

Dan Moore (VIN Solutions) spoke about website and consumer paths to websites.

Most shoppers are visiting Monday through Thursday – are your specials updated?

Duncan Scarry (Haystak) took the stage to tell us all we needed a little bit more common sense in our approach to digital marketing.  He’s right. Scarry’s presentation brought some great questions from the crowd:

• Q - What content is critical? A – The content on your website should be integrated across all platforms.
• Q – Should I be spending more on SEO or SEM? A – Don’t spend less on either.

David Metter chilling over Coffee

Jordan Hyatt (Google and former Internet Manager) and his YouTube presentation sparked the majority of the room to stop and think – and, to drive home the fact that so many dealers don’t take advantage of the importance of a YouTube presence.

• The magic of YouTube is in the stats. 183 million automotive consumers watch video in the buying process (9 out of 10 vehicle shoppers). One in 4 views are from a mobile device.
• Forget Generation X, Alpha or whatever – this is Generation C – The Connectors and they share moments that matter to them. They spend more time watching videos than TV.
• YouTube’s magic is about to go up a notch with True View for ads. If you’ve been passive about getting into video ads – you’re time is up. Get on board.

Kevin riding across Google campus

Neil Hoyne (Google) hit up everyone’s favorite – Analytics.  Also, he talked about everyone’s other favorite – Conversion.

• Consumers have four stages: Dormant, Aware, Consider, Convert
• The majority of us only focus on the last stage, conversion

It’s not new information to tell you that today’s shoppers research more than any other – research is not conversion, so be sure you’re there when they are aware your dealership has the specific model they’re considering buying.

Lindsey Schultz (Google) peaked the interest of the room with her presentation on enhanced campaigns and the data behind them.

• Reach the right person at the right time with the right message
• 47 percent of auto inquires come through mobile devices

No matter how you slice it, Google’s ability to determine which ads to show a consumer based on time and location of search is beyond awesome. It's that big data that determines which ad should be shown, one about 0% APR or $15 oil changes.

Dinner at DSMV

In a technology-focused event, Cardone Cardone had us checking our ability to focus on people.  He advised us that if we focus on people, our employees, our customers, our future customers, the technology will solve itself.

Monica Morse (Google) had the big job of speaking to our group about Google +.  Between reviews and multiple location confusion this can’t be the easiest presentation with an audience of automotive pros.  With that being said, Morse did come to the rescue and helped many dealers in the room.

• Claim your Google + URL, upgrade your page and start engaging with the 390 million users.
• Use Hangouts!
• Merge your YouTube and Google +
• 1 in 3 buyers consult online reviews

If you’re skeptical about using a Hangout, (understandable) members of the audience admitted to successfully using it for sales – and, check out this Toyota Prius Hangout.

Jonathan Rosen (Kenshoo), was all about the assist. How will you assist the consumer via your marketing? Rosen stressed that one part of your marketing assists the path to conversion.  For example, email blasts assist and integrate with other marketing efforts to facilitate the conversion.

Q&A Dealer Panel:

Moderator: Christine Merritt Head of Business Development and Partnerships Channel Sales North America

Dealers:

Kevin Frye Jeff Wyler Group Gordon Howard Hoover Toyota Gabriel Montano Groove Auto Group Jim Bell Don Ayres Honda

Hoover Toyota says they’ve fully embraced digital marketing and the proof is in Gordon’s “silly” YouTube videos, over 600 of them.

Jim Bell says he keeps his team educated and thirsty for knowledge through his own educations and training with his 20 group.

Gabriel Montano is a data guy and uses it to his advantage to track metrics that are specific to shoppers’ buying habits on his websites.

Kevin Frye advised the audience to focus on mobile devices, but to go a step further and check everyone’s phone skills.  With so many people click to calling on their mobile devices the dealership employee answering that call better be good.

As if all of this wasn't enough, we were trusted with seeing even more, learning even more - but, we took a Google vow of silence to not share "coming soon" programs, technology and just great goodies for our industry.

Jeff Kershner and Alex Jefferson

Introducing HookLogic's “Bulk Incentive Generator”

  We recognize that our dealers are looking for multi-faceted marketing opportunities to sell and service cars.  One of those options is utilizing direct mail and email campaigns.  While a number of dealers are ramping up their email and direct mail efforts, many are rediscovering the power of utilizing a targeted incentive to influence the customer to take action. This not only improves the ROI of their campaign but also drives more targeted customers physically into the showroom for a test drive.

What happens when you have more potential customers show up at your dealership for a test drive?

You sell more vehicles!

So HookLogic listened to their customers.  As an enhancement to our industry leading AutoHook Suite of Solutions, we are now including (at no charge) our “Bulk Incentive Generator” to our dealers that are utilizing the full product suite.  This new feature enhancement will allow dealerships the ability to generate multiple incentive/coupon codes and triggered links with-in minutes for their Direct Mail and Email campaigns.  It even works with service campaigns.

The OEM’s had this figured out years ago; including an incentive (gift card) in a targeted direct mail or email campaign yielded butts in seats and a surge in sales. Now dealers too will have the ability to quickly administrate and produce incentives for their direct mail and email campaigns using our “Bulk Incentive Generator” solution.  Whether you’re doing an in-house micro mailer campaign from your CRM or working with an agency on your next direct mail or email campaign, you will now have the ability to include a unique code corresponding to a targeted incentive and customer for each direct mail or email piece. Having the ability to redeem and send the potential customer an incentive right at your finger tips – using your HookLogic /AutoHook admin or our Mobile Redemption Application on your iPhone or Android device is something that wasn’t achievable until now.

As you can imagine, we’re extremely excited to offer this feature enhancement to our clients, included when you utilize Web2Show & Lead2Show.  It’s one more way we help dealers improve their Show Rate and sell and service more cars.

Be on the lookout for this added feature in your Admin over the next few weeks. In the meantime, if you have any questions about the “Bulk Incentive Generator”, contact us to be added to the training webinar series for this feature. While you’re at it, click here to sign up for our monthly Best Practices Webinar where we often review best practices around new features and our industry leading Lead2Show and Web2Show products.

Welcome to HookLogic / AutoHook and What to "Expect"

expectations

Not long ago, I posted and article titled "Customer Service at HookLogic / AutoHook". In this article I reviewed the many different ways our dealer clients can contact us. Whether it's for support, training or a general question - we have you covered.

Providing avenues of "Pro-active" support in todays world is imperative to be successful. It allows a business the opportunity to answer questions and provide help to a client before it becomes an actual issue. Continuing on with this "pro-active" approach to support, I thought it only made sense to post a short article around what happens after a new dealer client has signed up to increase their Lead to Show using our HookLogic AutoHook suite of products.

Below is "What to Expect" to ensure a smooth and efficient on-boarding process when you partner with us.

Welcome to HookLogic / AutoHook

What to Expect:

Phase 1: Request Form

1. Our Dealer Support team will be contacting you via email.
2. Click the URL provided in the email and complete the information request form.
3. Contact Dealer Support at (646)467-8228 with any questions throughout this process.

Phase 2:Implementation

Once the information request form is complete, Dealer Support team will email you instructions

• Web2Show: Forward these instructions to your web provider, along with approval to add script to your website. • Lead2Show: Have 3rd Party leads forwarded to HookLogic email address provided in instructions email.

Note: Most of the time this can be done directly through your CRM system. Other times you may need to forward these instructions to your CRM provider.

Phase 3:Training

Sign-up your team for training to get the most out of your HookLogic experience!

1. A client service representative will reach out to you with training information.
2. Go to: www.leadtoshow.com/training-webinars to:

• View videos and tutorials (currently found in the upper left corner of your admin screen) • Sign up for a live training (every Thursday at 11:30am EST) on how to implement the applicable product:

Keys to Successful Implementation:

1. Timely action throughout all phases: The on-boarding process can take as little as a day when action is taken promptly.
2. Effective communication: Ensure proper contact information is provided throughout the process.
3. Follow-up: The Dealer Support team will follow-up when actions are not complete or if the process is moving slower than expected. We ask that you do the same with your Web and/or CRM providers when necessary.
4. Training: Please make sure to register your team for training as soon as possible

Questions or concerns?

Please contact Dealer Support by email dealersupport@hooklogic.com or phone (646) 467-8228.

HookLogic AutoHook Introduces “Instant Fulfillment”

The AutoHook team is excited to announce the full-scale launch of our “Instant Fulfillment” feature.

Up to this point, the Autohook incentive redemption process has been seamless and easy. Whether you’re using your online admin or our mobile application, you’re able to redeem a customer’s incentive in less than 30 seconds when they show up at your dealership for a test drive.  The customer would receive their gift card in the mail within two weeks.

Now with the addition of “Instant Fulfillment”, all our dealers will have the ability to redeem and send your customer their coupon/incentive instantly to their email or mobile device.  Up to this point, our instant fulfillment option was exclusively for select OEM and listing site partners like Autotrader.com.

The overall incentive redemption process hasn’t changed; still taking under 30 seconds to redeem a customer’s incentive using your AutoHook admin or mobile application.  Now, your customer will be able to confirm that they have received their e-code gift card right in your showroom.

This is no doubt exciting news for our dealers. One of the distinct advantages of our traditional redemption process is the ability to have the check and balances needed in place for dealers, reducing any ability for customers or dealership employees to “game the system” and receive multiple incentives, a problem experienced with other less secured offerings. With the addition of our new Instant fulfillment, we have taken many great measures of security.  This is something we know our dealers, OEMs, agencies, and 3rd party listing companies will greatly appreciate, which are often overlooked by others.

Now, not only can you increase your dealers Lead to Show percentage with HookLogic, you will have the ability to instantly fulfill your customers incentive, making your customer experience at the showroom even more seamless.

DealerRater/Polk Study Finds Auto Dealers with Higher Average Online Star Ratings Enjoy Higher Increases in Vehicle Sales

dealerrater study banner

Recent DealerRater/Polk study offers auto dealers compelling evidence on the quantifiable value of a comprehensive online reputation strategy.

Waltham, Mass. – February 11, 2013 – DealerRater, the world’s premier car dealer review web site, today announced the results of a joint study with Polk that demonstrates the direct connection between auto dealerships’ average online star ratings and new vehicle sales.  Based on study findings, dealers with an average star rating of 4.0 or higher had a 25 percent greater increase in sales compared to dealerships with an average star rating of 2.0 or less over the study period (Jan-Sep 2012 vs. Jan-Sep 2011).In the DealerRater/Polk Dealer Reviews study, dealership ratings and reviews from DealerRater's database were matched up with new vehicle registration data from Polk.  Polk analysts then investigated and reviewed the changes in registrations over several time periods.

polk

"DealerRater and Polk have worked together to bring greater insight into the effect of an auto dealership’s average star ratings on new vehicle sales,” said Brad Korner, vice president, sales and client services, automotive retail and media solutions with Polk. “We work with automotive marketing decision makers to help them understand and measure market performance at the OEM and dealer level. After viewing every slice of this study data, we are very confident that it looked at dealers in a fair and equitable manner.  The powerful and meaningful insight gained from this study finally puts some hard data behind the strong influence of online consumer reviews," he added.

The DealerRater/Polk study also compared the sales performance of DealerRater® Certified Dealers to the general market as well as to non-Certified Dealers.  Results show that Certified Dealers experienced a 23 percent greater increase in vehicle sales during the study period compared to non-certified dealers.  In addition, Certified Dealers who had been on the program for at least 12 months outperformed the general market.  On average, Certified Dealers experienced a five percent increase in new car sales after six months on the program and an eight percent increase after 12 months – regardless of market conditions.

The study further found that dealers using the premium level of DealerRater’s Certified Dealer Program - 360Certified™, experienced nearly a 50 percent greater increase in sales compared to non-certified dealers during the study period.

“Our joint study with Polk is compelling evidence of the quantifiable value of an online reputation strategy in the automotive industry,” said Chip Grueter, president at DealerRater.  “Today, 89 percent of car buyersread reviews online before purchasing a vehicle.  This latest study with Polk further validates the importance of online reviews and finally demonstrates the direct correlation between our Certified Dealer Program and higher increases in new vehicle sales.  Real, trusted reviews really do drive business and we now have the proof,” Grueter added.

The DealerRater site receives a new review submitted every 55 seconds during daylight hours.  With its unparalleled volume of dealer reviews now approaching 950,000, 26 percent of all franchised dealers in the U.S. have embraced DealerRater and its award-winning Certified Dealer Program as a critical component of their online reputation management efforts.

Customer Service at HookLogic - AutoHook

They say a typical business hears from only 4% of it's dissatisfied customer. Only 4%.  Does this mean 96% of their consumers are satisfied? Of course not. There could be several reasons why the typical business only hears from 4%, but I would like to focus on one.

Ease of communication. 

How easy does the typical business make it for dissatisfied consumers to reach support or the right person? How easy is it for a consumer to reach someone that can address their concerns at your dealership? Something to think about, no doubt.

Let's be honest - the reality is, very few people welcome complaints. A disgruntled consumer is never fun to deal with - it takes talent and experience to turn a consumers lemon into lemonade. Is there something you can do to help prevent the buildup of disappointment a customer may experience?

Here at HookLogic, we believe the secret to great customer service is encouraging our customers to communicate with us their concerns, questions and ideas pro-actively. We help accomplish this by offering several points of contact for support.

If at anytime YOU have a question, concern, idea or just want to say hello - below is a list of the many channels we offer for you to communicate with us:

customers experience admin support

Customer Support Hotline - This one is a given but you might be surprised by how many people do NOT pick up the phone. For our customers that would like to talk to us by phone, our main line number is 855-LEAD-2-SHOW (855-532-3274). Give is a call if you need something.

Fast, Effective Email - We have a dedicated email for dealer support - dealersupport@hooklogic.com. Do yourself a favor and add our email to your address book so you have easy access and there's no need for you to remember it . While you're in your address book, go ahead and add our phone number too :)

Chat - As many dealers are leveraging chat to obtain sales leads, we offer chat to our customers for support. When you log into your dealer admin, you'll notice we have a chat bubble in the bottom left of your browser. There you can see if we have a support representative online to chat (we usually do during business hours). If for some reason there's no one to chat with, please leave a message and we will get back with you ASAP.

Not only do we offer Chat within our dealer admin, we also have it on our main website - leadtoshow.com. If you have a question, you can chat with us right from our website without having to log into your admin.

Also - You'll soon notice a chat icon in the bottom of our support emails and weekly email reports.

Don't be shy. If you have question, a concern, an idea on how to better leverage our services at your dealership, or maybe you just want to get to know us better, use ANY of the above channels to communicate with us here at HookLogic.

Our customers are using the industry's best technology to increase their lead to show rate and sell more cars each month. On top of that we want to offer you the industry's best customer support and experience.

We look forward to hearing from you!

AutoHook rolls out MyGiftCardStatus.com

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The AutoHook team is pleased to announce the launch of our new AutoHook fulfillment portal, MyGiftCardStatus.com!  The new portal allows your customers to easily inquire about the current status of their AutoHook Walk-in incentive.  The benefits of the Customer Portal include: Customer: Gives them a tool to easily look up the status of their Gift Card. Gives them a simple mechanism to contact support.

Dealer: Decreases the number of questions they receive from consumers related to their incentive.

How does it work?  When a customer receives a incentive voucher they will learn about the portal via the AutoHook system emails.  The link will also be included on the voucher itself.  When a user goes to the portal they will be asked to enter their voucher code. Depending on the status of their voucher they will receive one of the following messages:

Voucher Not Redeemed:  If a customer enters a code that has not been marked as redeemed, they will be presented with a form that can be used to plug in details of their dealership visit.  These requests are passed to Auto Support, and then forwarded along to the dealership for appropriate follow-up.

Voucher Redeemed (But Today’s Date is prior to the expected arrival date):  If the customer’s voucher code was redeemed within the past three weeks, the user will be shown the estimated arrival date of their incentive and a note stating that the card is likely still in the process of being delivered.  The customer’s address information is also displayed, along with a link allowing them to contact us via the “Contact Support” form.

Voucher Redeemed (Past the expected arrival date):  If the voucher code was redeemed and it is more than three weeks after the redemption date, the customer will be shown a screen with the date that their incentive should have arrived by.  The user’s address information is also displayed, along with small form allowing them to request additional follow-up on the on their incentive’s whereabouts.

If a user does not have a coupon code, or just has a general AutoHook related question, they can submit a generic “Customer Support” request.  All requests are logged and available within the Administration area of the UI.  Additionally, details of all requests are forwarded to the Auto Support group.  The customer is also emailed to let them know that we have received their request.  For those that are looking for details on activating a Prepaid MasterCard Card, we will direct them to our Incentive Network Prepaid Card Center.  From here, customers are able to activate their Prepaid MasterCard, check transaction history, etc.

We are excited to offer this new solution to our dealership, agency, vendor and OEM partners.  We would like to pass along a special thank you to our advisory board dealer customers that helped provide input for this project.  We look forward to rolling out other tools that benefit you and your customers.