Documenti di Didattica
Documenti di Professioni
Documenti di Cultura
PAYMENT TERMS.
(A)
Payment. Reynolds shall bill AMJLR directly for each Dealership that orders the Solution. Except as expressly provided
otherwise, the prices described in Exhibit C do not include delivery costs, Taxes or incidental costs, all of which shall also be
payable by AMJLR in accordance with this Agreement. AMJLR shall pay Reynolds net thirty (30) days from date of invoice.
Reynolds will bill AMJLR for the one-time charges each month from the date of GCA. WHAT ARE PAYMENT TERMS DURING
THE PILOT?
4.
UPDATES. Reynolds may from time-to-time revise and update the Solution. AMJLR shall adopt any such revision update.
AMJLR shall be responsible for any fees associated with any revision updates.
5.
ADDITIONAL OBLIGATIONS. AMJLR will actively market the Solution to its retailers through its field organization.
6.
OWNERSHIP AND PROPRIETARY RIGHTS. AMJLR agrees and acknowledges that Reynolds owns all rights, title, and
interest in and to the Solution and all enhancements, modifications and revisions, including all data file formats and layouts,
data dictionaries and user and technical interfaces, provided or disclosed by Reynolds to AMJLR, including, but not limited
to, all worldwide inventions, patents, patent applications, literary, artistic and other works, copyrights, the benefit of waiver of
moral rights, trademarks, trade secrets, tools, applications, functions, software codes, software programs, data tables, maps,
structure and other property rights and interests provided by Reynolds. Nothing in this Agreement provides AMJLR or any
Dealership with title, ownership or rights of any kind in or to the Solution or any products or works of authorship of Reynolds,
and AMJLR agrees it will not assert any right, title or interest therein.
(A)
The term of this Agreement shall be for a three (3) year period (Initial Term) commencing on the GCA (the
"Effective Date") with automatic renewals for one (1) year periods (the Initial Term with any renewals shall be the Term).
(B)
Either party may elect to terminate this Agreement with prior written notice to the other party at least 90 days
prior to the expiration of the then current Term. Should AMJLR commit to terminating this Agreement, Reynolds will adjust
each Dealerships monthly statement to collect the one-time and support charges. OTHERWISE, THIS AGREEMENT IS
NONCANCELLABLE DURING THE INITIAL TERM.
(C)
Reynolds may terminate this Agreement if AMJLR commits a material breach of its obligations under this
Agreement and such breach, in the case of a breach which is remediable continues for a period of thirty (30) days after written
notice of such failure has been given by the non-breaching party, provided, however, that if the nature of such breach is such that
it cannot be cured by a payment of money and cannot be cured within a period of thirty (30) days, the breaching party shall have
such additional time as may be necessary as long as the curing of such breach is begun promptly and is prosecuted with due
diligence to completion.
(D)
This Agreement shall terminate automatically if (i) either party voluntarily files a petition in bankruptcy or
insolvency or a petition for reorganization under any bankruptcy law, consents to any involuntary petition in bankruptcy, or is
the subject of a receiving order under the Bankruptcy and Insolvency Act; (ii) an order, judgment or decree by any court of
competent jurisdiction is entered against a party, upon the application of a creditor of such party, approving a petition seeking
reorganization or appointing a receiver, trustee or liquidator of all or a substantial part of that partys assets and such order,
judgment or decree continues in effect for a period of thirty (30) days; provided, however, that such order, judgment or decree
may remain in effect for longer than such thirty (30) day period if such party is diligently appealing such order, judgment or
decree; or (iii) a party makes a general assignment for the benefit of creditors, suffers or permits an appointment of a receiver
for its business or assets, or becomes subject to any proceedings under the Bankruptcy Act and such assignment,
appointment or proceeding is not removed, released or dismissed within ten (10) days after commencement.
(E)
Consequences of Termination. Upon expiration or termination of this Agreement for any reason, each party
shall immediately return all property of the other party, including, but not limited to, any and all Confidential Information of the
other party; provided the parties acknowledge that all fees and payments made to Reynolds under this Agreement shall be
nonrefundable and are not subject to set off or reduction;
8.
CONFIDENTIALITY. Without the prior written consent of the Disclosing Party, (i) the Receiving Party shall not use
Confidential Information of the Disclosing Party except as reasonably required to perform the obligations of the Receiving
Party under this Agreement, and (ii) the Receiving Party shall not disclose the Confidential Information of the Disclosing
Party, except (A) to employees, contractors and Dealerships with a need to know such information for the purposes of
fulfilling the obligations of the Receiving Party set forth in this Agreement and who agree in writing to be bound by Receiving
Partys obligations under this Agreement, and (B) as may be ordered by a court or governmental authority (prior to any
disclosure described in this clause (B), the Receiving Party shall provide notice of the order to the Disclosing Party and in any
event the Receiving Party shall only disclose such information as may be required in the opinion of its counsel). It is
understood and agreed by the parties that (i) the specific terms and conditions of this Agreement and the negotiations and
discussions concerning the transactions contemplated by this Agreement taking place between the parties constitute
Confidential Information, and (ii) promptly after the Effective Date, the parties will mutually agree to (a) text of a press release,
and (b) text of a summary of the relationship that may be distributed to Dealerships.
9.
EXPENSES. Reynolds and AMJLR will bear its own expenses associated with the negotiation, execution and performance of
this Agreement.
10.
MISCELLANEOUS.
(A) All notices, requests, demands and other communications hereunder will be in writing and will be deemed given and
received (a) on the date of delivery when delivered by hand or when transmitted by confirmed simultaneous telecopy, (b) on the
following business day when sent by receipted overnight courier, or (c) five (5) business days after deposit in the United States
-2Confidential Property of The Reynolds and Reynolds Company.
Not intended for use by any other persons without the expressed consent of Reynolds and Reynolds
By__________________________________
Title:________________________________
By_________________________________
Title:_______________________________
sales,
Attn: ________________
Fax:
Submitted by:
Reynolds and Reynolds
January 15, 2003
Time Period:
o Monday 2/17/03
Wednesday 2/19/03
o Monday 2/24/03
o Wednesday 2/26/03
o Wednesday 3/05/03
o
2/18/03 2/19/03
2/20/03 2/21/03
2/25/03 2/26/03
2/27/03 2/28/03
3/06/03 3/07/03
1/29/03 1/30/03
o
o
o
o
o
1/27/03 1/28/03
o
o
o
o
o
o Thursday 2/20/03
o Monday 2/24/03
o Thursday 2/27/03
o Monday 3/03/03
o Monday 3/10/03
Friday 2/21/03
Tuesday 2/25/03
o Friday 2/28/03
o Tuesday 3/04/03
o Tuesday 3/11/03
o
o
o
o
o
o
3/05/03 3/07/03
3/12/03 3/14/03
3/19/03 3/21/03
3/26/03 3/28/03
4/02/03 4/04/03
o
o
o
o
o
3/19/03 3/21/03
3/26/03 3/28/03
4/02/03 4/04/03
4/09/03 4/11/03
4/16/03 4/18/03
o
o
o
o
o
4/09/03 4/10/03
4/16/03 4/17/03
4/23/03 4/24/03
4/30/03 5/01/03
5/07/03 5/08/03
o
o
o
o
o
5/07/03 5/08/03
5/14/03 5/15/03
5/21/03 5/22/03
5/28/03 5/29/03
6/04/03 6/05/03
3/19/03 4/18/03
4/09/03 5/08/03
2/25/03 2/28/03
3/04/03 3/07/03
3/11/03 3/14/03
3/18/03 3/21/03
3/25/03 3/28/03
o
o
o
o
o
5/07/03 6/05/03
Tuesday 7/01/03
10
Result:
RTS Catalyst are versed on the AMJLR strategy and vision. They are ready to begin the retailer visits.
Resources:
RTS Instructor
RTS Catalysts involved in AMJLR deployment
12
a) Pre-Visit Communication
Purpose:
The purpose of the pre-foundation visit communication is to allow the catalyst to introduce themselves to the
retailers, confirm the scheduled training date, and inform the retailer that a pre-visit package will be arriving
soon.
The components of our pre-visit communication are:
Pre-visit packet (includes letter to retailer, pre-visit checklist, agenda and roster).
In- Dealership Training Letter - we will schedule in-house training in each dealership. A follow-up
letter/fax will be sent to all Dealer Principals outlining the dates, times and agenda for the in-dealership
sessions.
Field Notification a similar email/letter will be sent to all AMJLR Field personnel the represent the
Retailers in the pilot. Shipping - we will ensure the timely arrival of all training materials to each participating
retailer.
In-dealership Evaluation we will provide an in-dealership evaluation at the conclusion of the CRM
Process Assessment in-dealership visit on day 1 and again after the CIP Day 10 visit.
We will distribute training status reports to AMJLR retailers and other applicable parties.
AMJLR will separately contract with J.D. Power to conduct dealer satisfaction surveys before and after
the pilot project with the 5 selected dealers and a control group of 5 dealers not involved with the pilot.
Dealer Action Plans we will prapare a detailed visit summary and Dealer Action Plan (DAP) after
each CRM consulting and training visit that the retailer will sign during the exit meeting between the CRM
Catalyst and the Dealer or GM on the last day of each visit.
13
o A signed copy of each Dealer Action Plan will be faxed from each dealership by the catalyst prior to
leaving the dealership on the last day of each visit.
o The catalysts will utilize a dedicated CRM Project eFax number which will automatically distribute each
visits signed DAP to the Project Management Team at Reynolds for post-visit review.
o Reynolds will set up a web accessible, password protected, online file storage account and
electronically store the signed retailer DAPs online within a file storage account accessible by AMJLR
project management.
o At the conclusion of the project, Reynolds will supply AMJLR with a CD-ROM containing electronic
copies of each signed retailer DAP and the online storage account will be closed.
Project Management
Reporting:
Document Users
Action Plans - Accomplishments during visit
Performance notes: Utilization, Proficiency, Compliance, and Integration
Lead Routing and Internet Lead Providers
Open Issues and future support needs and interest areas
Reporting and monitoring of activities by user phone contact to dealership personnel to discuss ge and
training to improve overall efficiency
Utilization and results monitoring
Training satisfaction metrics
Escalation and resolution process
AMJLR CRM Pilot Project Status Meetings
Establish & Maintain a project management Action list
Manage timelines and budgets
Result:
Communications to all involved parties in regards to CRM pilot project status.
Resources:
RTS Account Manager
RTS Catalysts
14
15
16
Approximate
Time
20 minutes
40 minutes
20 minutes
45 minutes
35 minutes
20 minutes
15 minutes
30 minutes
30 minutes
20 minutes
25 minutes
50 minutes
Result:
Retailer employees are trained on the Contact Management product for the specific modules they require.
Resource:
AMJLR Retailer:
All employees who will have a user login for Contact Management
R&R:
Smart Force Web Based Training (self paced)
Reynolds Customer Education Manager
17
18
Reynolds Responsibilities
Data conversion
- customers
- new vehicle inventory
- used vehicle inventory
- service history
- F&I deal history
Specification setup
- business unit
- users
- standard set download including schedules, letters and activity results
User knowledge check - Customer Education Professional validates individual users knowledge level
Retailer Responsibilities
Complete web based training specific to their system access level
Redirect internet leads
Insure Internet Explorer version 5.5 or higher on all PCs
Result:
Validation that Contact Management system and users are ready for Contact Management technology launch.
Resource:
R&R:
Customer Education Professional (CEP) 1 day
Distance Learning
Data Conversion Team
19
20
Crawl Phase
Profit Leaks
Showroom Process
Incoming Phone
Incoming Internet
Unsold Follow Up
Set
Strategy
Define &
Document
Processes
Technical
Infrastructure & Integration
Basic
System Training
Technology Components:
Provides sales personnel the ability to manage their time more effectively throughout the day. Depending on
their job role and preference, they can quickly view their daily activities on the Daily Work Plan (if they
prefer list format) or on the Calendar (if they prefer time increments). Internet Managers tend to like to
work from their Inbox so they see the leads immediately.
Microsoft .NET Alerts as a tool to remind the salespeople of an upcoming activity or new email lead in order
to stay on target for the day.
Management can easily monitor the progress of the sales people and coach where necessary for results.
Assignment of new leads and customers to sales personnel and re-assignment of customers and prospects in
the event of sales turnover.
Extensive drill down capabilities to searching for clients, prospects and those prospects interested in specific
vehicles.
Reports provide an analytical view of the management of prospects and customers. There are fourteen
standard reports in the system today with drill down capabilities.
21
Vehicle Management allows users to search the ERA database real time. Contact Management provides the
ability to view details from ERA for all vehicles regardless of whether they are in stock, in production or if
the order was just placed.
Logistics:
CIP days are conducted at the retailer location.
Individual Retailer Continuous Process Improvement (CIP) days are essential to the long term success of any
dealerships CRM implementation. For maximum effectiveness, CIP visits to the dealership
- 3 days during week following CM Technology launch
- 3 days scheduled 2 weeks after first CIP visit
- 2 days scheduled 3 weeks after second CIP visit
- 2 days scheduled 4 weeks after third CIP visit
Resources:
AMJLR Retailer:
All Contact Management users
R&R:
RTS Catalyst - 10 days per retailer
The Reynolds and Reynolds /AMJLR solution is proprietary to both AMJLR and Reynolds and Reynolds
requiring Reynolds to train, set up and support the Contact Management solution.
22