BDC Operation and Details by Keith Shetterly

Generations Series
Contact Management
Results Based Contact Schedules
Best Practice Set
05-09-02
Best Practice Results Based Schedules

5-09-02
1. Internet Prospect
2. Walk In Prospect
3. Phone Prospect
4. Sold Follow Up New
5. Sold Follow Up Used
6. Sold Follow Up - 12 Month Lease
Internet Prospect Schedule

New
Process
Day
1 (From
Base
Date)
Activity
Send
Personalized
Info Email
Results
Email Sent
Activity
Call Customer
#01
Results
Bad Number
Activity
Research Bad
Number
Results
Number Found
Number Not
Found
Left Message
Make Thank
You Call #01
Set
Appointment
#01
Activity
Modify
Client
Phone
Number
Send a Call
Me Email
#01
Phone - Call
Completed
SeeA
Left Message
Make Thank
You Call
#02
Conduct
Appointment
#01
Car Sold
Car Not
Sold
Set
Appointment
#02
Send a Call
Me Email #02
Set
Appointment
Appointment
Not Set
Receive
Response
No Response
Conduct
Appointment
#02
Appointment
Not Set
End Schedule
Next Activity
Car Not Sold
Send Thank
You Email
Email Sent
Get Response
See A
Dont Get
Next Activity
Car Sold
Next Activity
See A
Send a Call
Me Email #03
Next
Activity
Results
To-Do
Completed
Activity
See A
Receive
Response
See A
No
Response
See B
Phone - Call
Completed
See C
Left
Message
End
Schedule
Next
Activity
Next
Activity
2 (After
Last
Activity)
7 (After
Last
Activity)
7 (After
Last
Activity)
7 (After
Last
Activity)
7 (After
Last
Activity)
7 (After
Last
Call Customer
#02
Send Whats
Up Email #01
Send Whats
Up Email #02
Send Whats
Up Email #03
Send Whats
Up Email #04
Send Whats
Up Email #05
Set
Appointment
Appointment
Not Set
Received
Response
No Response
Received
Response
No Response
Received
Response
No Response
Received
Response
No Response
Received
Response
Conduct
Appointment
#03
Response
Car Sold
(see D)
End Schedule
Car Not Sold
Next Activity
Car Sold
End Schedule
Car Not Sold
Next Activity
Car Sold
End Schedule
Car Not Sold
Next Activity
Car Sold
End Schedule
Car Not Sold
Next Activity
Car Sold
End Schedule
Car Not Sold
Next Activity
Car Sold
End Schedule
Next Activity
Conduct
Appointment
#04
Next Activity
Conduct
Appointment
#05
Next Activity
Conduct
Appointment
#06
Next Activity
Conduct
Appointment
#07
Next Activity
Conduct
Appointment
Activity)
7 (After
Last
Activity)
7 (After
Last
Activity)
#08
Send Whats
Up Email #06
Send Whats
Up Email #07
No Response
Received
Response
No Response
Received
Response
No Response
Next Activity
Conduct
Appointment
#09
Next Activity
Conduct
Appointment
#10
End Schedule
Car Not Sold
Next Activity
Car Sold
End Schedule
Car Not Sold
Next Activity
Car Sold
End Schedule
Car Not Sold
End Schedule
Walk In Prospect Schedule

Process
New
Process
Day
1
Activity
Send Thank
You Card
Results
To-Do
Completed
Activity
End Process
Results
Activity
New
Process
Day 1 Thank
You Call
Appointment
Set
Conduct
Appointment
#01
Car Sold
End
Schedule
Car Not Sold
Send Thank
You Card
#01
Results
Activity
Results
Activity
Results
Sent Card
Sales Mngr
Calls
Customer
#01
Appointment
Set
Conduct
Appointment
#02
Car Sold
End
Schedule
Car Not
Sold
Next
Activity
Appointment
Not Set
Bad Number
3 (After
last
Activity)
Day 3 Set
Appointment
Call
Appointment
Set
Sales Mngr
Calls
Customer
#02
CSI Manager
Verifies Ph
Number
Conduct
Appointment
#04
Appointment
Set
Conduct
Appointment
#02
Appointment
Not Set
Bad Number
Next Activity
Good
Number
Update
Client Profile
Ph#
Car Sold
End
Schedule
Car Not
Sold
Next
Activity
To-Do
Completed
Follow Up
Call #01
Appointment
Not Set
Net Activity
Appointment
Set
Conduct
Appointment
#03
Appointment
Not Set
Next
Activity
Car Sold
End
Schedule
End
Schedule
Car Sold
End
Schedule
Car Not Sold
Send Thank
You Card
Sent Card
Sales Mngr
Calls
Car Sold
End
Schedule
Car Not
Sold
Next
Activity
#02
Appointment
Not Set
7 (After
Last
Activity)
3 (After
Last
Activity)
Day 7 Send
Whats Up
Letter
Sales Mngr
Calls
Customer
#05
Letter Sent
Next Activity
Appointment
Set
Conduct
Appointment
#06
Appointment
Not Set
7 (After
Last
Activity)
Follow Up
Call #02
Sales Mngr
Calls
Customer
#04
Appointment
Set
Appointment
Not Set
Sales Mngr
Calls
Customer
#07
Conduct
Appointment
#08
Sales Mngr
Calls
Set
Appointment
Conduct
Appointment
#05
Appointment
Not Set
Next Activity
Car Sold
End
Schedule
Car Not Sold
Send Thank
You Card
#03
Set
Appointment
Conduct
Appointment
#07
Appointment
Not Set
Car Sold
Next Activity
Car Not Sold
Send Thank
You Card
#04
Appointment
Set
Customer
#03
Car Sold
End
Schedule
Car Not
Sold
Next
Activity
Sent Card
Sales Mngr
Calls
Customer
#06
Car Sold
End
Schedule
Car Not
Sold
Next
Activity
Sent Card
Sales Mngr
Calls
Customer
#08
Car Not Sold
Next
Activity
Car Sold
End
Schedule
Car Not Sold
Next
Activity
Car Sold
End
Schedule
Car Not Sold
Next
Activity
End
Schedule
Conduct
Appointment
Car Sold
End
Schedule
Customer
#09
30 (Days
After
Last
Activity)
Follow Up
Call #03
Appointment
Set
Appointment
Not Set
Conduct
Appointment
#10
Sales Mngr
Calls
Customer
#11
#09
Appointment
Not Set
Car Sold
Next Activity
Car Not Sold
Send Thank
You Card
#05
Set
Appointment
Appointment
Not Set
Car Not
Sold
Next
Activity
Sent Card
Sales Mngr
Calls
Customer
#10
End
Schedule
Conduct
Appointment
#11
End
Schedule
Car Sold
End
Schedule
Car Not
Sold
End
Schedule
Car Sold
End
Schedule
Car Not Sold
End
Schedule
Phone Prospect Schedule

Day
1
2 (After
Last
Activity)
7 (After
Last
Activity)
7 (After
Last
Activity)
7 (After
Last
Activity)
Activity
Set
Appointment
#01
Sales Mngr
Calls Customer
#01
"What's Up"
Call #01
"What's Up"
Call #02
"What's Up"
Call #03
Results
Appointment
Set
Appointment
Not Set
Appointment
Set
Appointment
Not Set
Appointment
Set
Appointment
Not Set
Appointment
Set
Appointment
Not Set
Appointment
Set
Activity
Conduct
Appointment
#01
Results
Car Sold
Activity
End Schedule
Results
Activity
Car Not Sold
Send Thank
You Card
Sent Card
Next
Activity
Car Sold
End Schedule
Car Not Sold
Next Activity
Car Sold
End Schedule
Car Not Sold
Next Activity
Car Sold
End Schedule
Car Not Sold
Continue
Process
Car Sold
End Schedule
Car Not Sold
Next Activity
Next Activity
Conduct
Appointment
#02
Next Activity
Conduct
Appointment
#03
Next Activity
Conduct
Appointment
#04
Next Activity
Conduct
Appointment
#05
Results
Activity
7 (After
Last
Activity)
7 (After
Last
Activity)
7 (After
Last
Activity)
7 (After
Last
Activity)
"What's Up"
Call #04
"What's Up"
Call #05
"What's Up"
Call #06
"What's Up"
Call #07
Appointment
Not Set
Appointment
Set
Appointment
Not Set
Appointment
Set
Appointment
Not Set
Appointment
Set
Appointment
Not Set
Appointment
Set
Appointment
Not Set
Next Activity
Conduct
Appointment
#06
Car Sold
End Schedule
Car Not Sold
Next Activ ity
Car Sold
End Schedule
Car Not Sold
Next Activity
Car Sold
End Schedule
Car Not Sold
Next Activity
Car Sold
End Schedule
Car Not Sold
End Schedule
Next Activity
Conduct
Appointment
#07
Next Activity
Conduct
Appointment
#08
Next Activity
Conduct
Appointment
#09
End Schedule
Sold Follow Up New

Process
New
Process
New
Process
Day
1
1
Activity
Send Thank
You Card
Make Thank
You Call #01
Results
To-Do
Completed
Left Message
Customer
Satisfied
Customer
Dissatisfied
Bad Number
Activity
End Process
Results
Activity
Make Thank
You Call #02
Phone - Call
Completed
Left Message
Next Activity
Issue
Resolved
Next Activity
Issue Not
Resolved
GSM To
Contact Cust
#01
New
Process
35
CSI Mngr
Contact Cust
#01
CSI Mng
Research Ph
Nmber #01
Send CSI
Letter
Letter Sent
Next Activity
Send Intro to
Service Letter
Letter Sent
End Process
Send Sales
Referral Letter
Make Sales
Referral Call
#01
Sent
(positive)
Left Message
Next Activity
Received
Referral(s)
Activity
Phone - Call
Completed
Left Message
Next
Activity
Next
Activity
Issue
Resolved
Next
Activity
Issue Not
Resolved
Dealer to
Contact
Cust #01
Make Thank
You Call
#04
Results
Activity
Issue
Resolved
Next
Activity
Phone - Call
Completed
Next
Activity
Next Activity
Number
Found
Number Not
Found
1 (After
Last
Activity)
4 (After
Last
Activity)
30
Make Thank
You Call #03
Results
Make Sales
Referral Call
#02
Send Thank
You Card
Modify Client
Phone Nmber
#01
Next Activity
Phone Call
Completed
End Process
Left Message
Make Sales
Referral Call
#03
To-Do
Completed
Log Prospect
in C M Tool
To-Do
Completed
Phone - Call
Completed
End Process
Left Message
To-Do
Completed
End Process
End Process
Customer Not
Satisfied
Bad Number
CSI Mngr
Contact Cust
#02
CSI Mngr
Research Ph
Nmber #02
Issue
Resolved
End Process
Issue Not
Resolved
GSM Contact
Cust #02
Number
Found
Number Not
Found
New
Process
180
Send Check
Up Letter
Letter Sent
Next Activity
185
Make Check
Up Call #01
Bad Number
CSI Mngr
Research Ph
Nmber
Left Message
Customer
Satisfied
Customer Not
Satisfied
New
Process
1 Year from
Deal Date
1 Year from
Send 1st
Anniversary
Letter
Make Check
Make Check
Up Call #03
Number
Found
Number Not
Found
Phone - Call
Completed
Left Message
Issue
Resolved
Issue Not
Resolved
End Process
Dealer
Contact
Cust #02
Phone - Call
Completed
Issue
Resolved
End Process
Modify Client
Phone
Number #02
End Process
Make Sales
Referral Call
#04
Modify Client
Phone
Number #01
End Process
Make Check
Up Call #02
Phone - Call
Completed
Phone - Call
Completed
Left Message
End Process
Issue
Resolved
End Process
Issue Not
Resolved
Dealer to
Contact
Cust #01
Issue
Resolved
Make
Phone
End Process
End Process
End Process
End Process
Make Check
Up Call #04
End Process
End Process
CSI Mngr
Contact Cust
#01
Letter Sent
End Process
Bad Number
CSI Mngr
Issue
Resolved
End Process
Issue Not
Resolved
GSM Contact
Cust #01
Number
Modify Client
End Process
Deal Date +
5 Days
New
Process
New
Process
2 Years
from Deal
Date
2 Years
from Deal
Date + 5
Days
2 Years + 6
Months
2 Years + 6
Up Call #01
Send 2nd
Anniversary
Letter
Make Check
Up Call #01
Send Check
Up Letter
Make Check
Research Nmbr
Found
Left Message
Make Check
Up Call #03
Number Not
Found
Phone - Call
Completed
Satis fied
End Process
Not Satisfied
CSI Mngr
Contact Cust
#03
Phone
Number #01
End Process
Call
Completed
Left Message
End Process
Issue
Resolved
End Process
Not
Resolved
Dealer
Contact
Cust #01
Issue
Resolved
Make
Check Up
Call #02
Phone
Call
Completed
End Process
Left Message
End Process
Issue
Resolved
End Process
Not
Resolved
Dealer
Contact
Cust #01
Issue
Resolved
Make
Phone
End Process
End Process
Issue
Resolved
End Process
Issue Not
Resolved
GSM Contact
Cust #01
Letter Sent
End Process
Bad Number
CSI Mngr
Research Nmbr
Number
Found
Modify Client
Phone
Number #01
End Process
Left Message
Make Check
Up Call #03
Number Not
Found
Phone - Call
Completed
Satisfied
End Process
Not Satisfied
CSI Mngr
Contact Cust
#03
Sent
(positive)
Bad Number
Check Up
Call #02
End Process
Issue
Resolved
End Process
Issue Not
Resolved
GSM Contact
Cust #01
Next Process
CSI Mngr
Number
End Process
Modify Client
End Process
Months + 5
Days
New
Process
New
Process
3 Years
from Deal
Date
3 Years
from Deal
Date + 5
Days
3 Years + 6
Months
3 Years + 6
Up Call #01
Send 3rd
Anniversary
Letter
Make Check
Up Call #01
Send Check
Up Letter
Make Check
Research Nmbr
Found
Left Message
Make Check
Up Call #03
Number Not
Found
Phone - Call
Completed
Satisfied
End Process
Not Satisfied
CSI Mngr
Contact Cust
#03
Phone
Number #01
End Process
Call
Completed
Left Message
End Process
Issue
Resolved
End Process
Not
Resolved
Dealer
Contact
Cust #01
Issue
Resolved
Make
Check Up
Call #02
Phone
Call
Completed
End Process
Left Message
End Process
Issue
Resolved
End Process
Not
Resolved
Dealer
Contact
Cust #01
Issue
Resolved
Make
Phone
End Process
End Process
Issue
Resolved
End Process
Issue Not
Resolved
GSM Contact
Cust #01
Letter Sent
End Process
Bad Number
CSI Mngr
Research Nmbr
Number
Found
Modify Client
Phone
Number #01
End Process
Left Message
Make Check
Up Call #03
Number Not
Found
Phone - Call
Completed
Satisfied
End Process
Not Satisfied
CSI Mngr
Contact Cust
#03
Sent
(positive)
Bad Number
Check Up
Call #02
End Process
Issue
Resolved
End Process
Issue Not
Resolved
GSM Contact
Cust #01
Next Process
CSI Mngr
Number
End Process
Modify Client
End Process
Months + 5
Days
New
Process
New
Process
4 Years
from Deal
Date
4 Years
from Deal
Date + 5
Days
4 Years + 6
Months
4 Years + 6
Months + 5
Days
Up Call #01
Send 4th
Anniversary
Letter
Make Check
Up Call #01
Send Check
Up Letter
Make Check
Up Call #01
Research Nmb r
Found
Left Message
Make Check
Up Call #03
Number Not
Found
Phone - Call
Completed
Satisfied
End Process
Not Satisfied
CSI Mngr
Contact Cust
#03
Phone
Number #01
End Process
Call
Completed
Left Message
End Process
Issue
Resolved
End Process
Not
Resolved
Dealer
Contact
Cust #01
Issue
Resolved
Make
Check Up
Call #02
Phone
Call
Completed
End Process
Left Message
End Process
End Process
Issue
Resolved
End Process
Issue Not
Resolved
GSM Contact
Cust #01
Letter Sent
End Process
Bad Number
CSI Mngr
Research Nmbr
Number
Found
Modify Client
Phone
Number #01
End Process
Left Message
Make Check
Up Call #03
Number Not
Found
Phone - Call
Completed
Satisfied
End Process
Not Satisfied
CSI Mngr
Contact Cust
#03
Sent
(positive)
Bad Number
Check Up
Call #02
End Process
Issue
Resolved
End Process
Issue Not
Resolved
GSM Contact
Cust #01
Issue
Resolved
End Process
Number
Found
Modify Client
Phone
Number #01
End Process
Make
Check Up
Call #02
Phone
Call
Completed
Next Process
CSI Mngr
Research Nmbr
Number Not
End Process
End Process
5 Years
from
Deal
Date
5 Years
from
Deal
Date + 5
Days
5 Years
+6
Months
5 Years
+6
Months
+ 5 Days
Left Message
Make Check
Up Call #03
Satisfied
End Process
Not Satisfied
CSI Mngr
Contact Cust
#03
Send 5th
Anniversary
Letter
Letter Sent
End Process
Make
Check Up
Call #01
Bad Number
CSI Mngr
Research
Nmbr
Left Message
Make Check
Up Call #03
Satisfied
End Process
Not Satisfied
CSI Mngr
Contact Cust
#03
Send Check
Up Letter
Sent
(positive)
Next Process
Make
Check Up
Call #01
Bad Number
CSI Mngr
Research
Nmbr
Found
Phone - Call
Completed
End Process
Left Message
End Process
Issue
Resolved
End Process
Not
Resolved
Dealer
Contact
Cust #01
Make Check
Up Call #02
Phone Call
Completed
End Process
Left Message
End Process
Issue
Resolved
End Process
Issue Not
Resolved
GSM Contact
Cust #01
Number Found
Modify
Client Phone
Number #01
Number Not
Found
Phone - Call
Completed
End Process
End Process
Issue Resolved
End Process
Issue Not
Resolved
GSM
Contact Cust
#01
Issue
Resolved
End Process
Number Found
Modify
Client Phone
Number #01
Make Check
Up Call #02
Phone Call
Completed
End Process
Issue
Resolved
End Process
6 Years
from
Deal
Date
6 Years
from
Deal
Date + 5
Days
6 Years
+6
Months
6 Years
+6
Months
Left Message
Make Check
Up Call #03
Satisfied
End Process
Not Satisfied
CSI Mngr
Contact Cust
#03
Send 6th
Anniversary
Letter
Letter Sent
End Process
Make
Check Up
Call #01
Bad Number
CSI Mngr
Research
Nmbr
Left Message
Make Check
Up Call #03
Satisfied
End Process
Not Satisfied
CSI Mngr
Contact Cust
#03
Send Check
Up Letter
Sent
(positive)
Next Process
Make
Check Up
Call #01
Bad Number
CSI Mngr
Research
Nmbr
Number Not
Found
Phone - Call
Completed
End Process
End Process
Issue Resolved
End Process
Issue Not
Resolved
GSM
Contact Cust
#01
Number Found
Modify
Client Phone
Number #01
Number Not
Found
Phone - Call
Completed
End Process
Left Message
End Process
Issue
Resolved
End Process
Not Resolved
Dealer
Contact Cust
#01
Issue
Resolved
Make Check
Up Call #02
Phone Call
Completed
End Process
Left Message
End Process
End Process
Issue Resolved
End Process
Issue Not
Resolved
GSM
Contact Cust
#01
Issue
Resolved
End Process
Number Found
Modify
Client Phone
Number #01
Make Check
Up Call #02
Phone Call
Completed
End Process
End Process
+ 5 Days
7 Years
from
Deal
Date
7 Years
from
Deal
Date + 5
Days
7 Years
+6
Months
7 Years
+6
Left Message
Make Check
Up Call #03
Satisfied
End Process
Not Satisfied
CSI Mngr
Contact Cust
#03
Send 7th
Anniversary
Letter
Letter Sent
End Process
Make
Check Up
Call #01
Bad Number
CSI Mngr
Research
Nmbr
Left Message
Make Check
Up Call #03
Satisfied
End Process
Not Satisfied
CSI Mngr
Contact Cust
#03
Send Check
Up Letter
Sent
(positive)
Next Process
Make
Check Up
Bad Number
CSI Mngr
Research
Number Not
Found
Phone - Call
Completed
End Process
End Process
Issue Resolved
End Process
Issue Not
Resolved
GSM
Contact Cust
#01
Number Found
Modify
Client Phone
Number #01
Number Not
Found
Phone - Call
Completed
End Process
Left Message
End Process
Issue
Resolved
End Process
Not Resolved
Dealer
Contact Cust
#01
Issue
Resolved
Make Check
Up Call #02
Phone Call
Completed
End Process
Left Message
End Process
End Process
Issue Resolved
End Process
Issue Not
Resolved
GSM
Contact Cust
#01
Issue
Resolved
End Process
Number Found
Modify
Client Phone
Make Check
Up Call #02
Phone Call
Completed
End Process
End Process
Months
+ 5 Days
8 Years
from
Deal
Date
8 Years
from
Deal
Date + 5
Days
Call #01
Nmbr
Left Message
Make Check
Up Call #03
Satisfied
End Process
Not Satisfied
CSI Mngr
Contact Cust
#03
Send 8th
Anniversary
Letter
Letter Sent
End Process
Make
Check Up
Call #01
Bad Number
CSI Mngr
Research
Nmbr
Left Message
Make Check
Up Call #03
Satisfied
End Process
Not Satisfied
CSI Mngr
Contact Cust
#03
Number #01
Number Not
Found
Phone - Call
Completed
End Process
End Process
Issue Resolved
End Process
Issue Not
Resolved
GSM
Contact Cust
#01
Number Found
Modify
Client Phone
Number #01
Number Not
Found
Phone - Call
Completed
End Process
Left Message
End Process
Issue
Resolved
End Process
Not Resolved
Dealer
Contact Cust
#01
Issue
Resolved
Make Check
Up Call #02
Phone Call
Completed
End Process
Left Message
End Process
Issue
Resolved
End Process
End Process
Issue Resolved
End Process
Issue Not
Resolved
GSM
Contact Cust
#01
End Process
Sold Follow Up Used

Process
New
Process
New
Process
Day
1
1
Activity
Send Thank
You Card
Make Thank
You Call #01
Results
To-Do
Completed
Left Message
Customer
Satisfied
Customer
Dissatisfied
Bad Number
Activity
End Process
Results
Activity
Make Thank
You Call #02
Phone - Call
Completed
Left Message
Next Activity
Issue
Resolved
Next Activity
Issue Not
Resolved
GSM To
Contact Cust
#01
New
Process
35
CSI Mngr
Contact Cust
#01
CSI Mng
Research Ph
Nmber #01
Send Intro to
Service Letter
Letter Sent
End Process
Send Sales
Referral Letter
Make Sales
Referral Call
#01
Sent
(positive)
Left Message
Next Activity
Received
Referral(s)
Activity
Phone - Call
Completed
Left Message
Next
Activity
Next
Activity
Issue
Resolved
Next
Activity
Issue Not
Resolved
Dealer to
Contact
Cust #01
Make Thank
You Call
#04
Results
Activity
Issue
Resolved
Next
Activity
Phone - Call
Completed
Next
Activity
Next Activity
Number
Found
Number Not
Found
4 (After
Last
Activity)
30
Make Thank
You Call #03
Results
Make Sales
Referral Call
#02
Send Thank
You Card
Modify Client
Phone Nmber
#01
Next Activity
Phone Call
Completed
End Process
Left Message
Make Sales
Referral Call
#03
To-Do
Completed
Log Prospect
in C M Tool
To-Do
Completed
Phone - Call
Completed
End Process
Left Message
To-Do
Completed
End Process
End Process
Customer Not
Satisfied
Bad Nu mber
CSI Mngr
Contact Cust
#02
CSI Mngr
Research Ph
Nmber #02
Issue
Resolved
End Process
Issue Not
Resolved
GSM Contact
Cust #02
Number
Found
Number Not
Found
New
Process
180
Send Check
Up Letter
Letter Sent
Next Activity
185
Make Check
Up Call #01
Bad Number
CSI Mngr
Research Ph
Nmber
Left Message
Customer
Satisfied
Customer Not
Satisfied
New
Process
1 Year from
Deal Date
1 Year from
Deal Date +
5 Days
Send 1st
Anniversary
Letter
Make Check
Up Call #01
Make Check
Up Call #03
Number
Found
Number Not
Found
Phone - Call
Completed
Left Message
Issue
Resolved
Issue Not
Resolved
End Process
Dealer
Contact
Cust #02
Phone - Call
Completed
Issue
Resolved
End Process
Modify Client
Phone
Number #02
End Process
Make Sales
Referral Call
#04
Modify Client
Phone
Number #01
End Process
Make Check
Up Call #02
Phone - Call
Completed
Phone - Call
Completed
Left Message
End Process
Issue
Resolved
End Process
Issue Not
Resolved
Dealer to
Contact
Cust #01
Issue
Resolved
Make
Check Up
Call #02
Phone
Call
Completed
End Process
End Process
End Process
End Process
Make Check
Up Call #04
End Process
End Process
CSI Mngr
Contact Cust
#01
Letter Sent
End Process
Bad Number
CSI Mngr
Research Nmbr
Issue
Resolved
End Process
Issue Not
Resolved
GSM Contact
Cust #01
Number
Found
Modify Client
Phone
Number #01
End Process
New
Process
New
Process
2 Years
from Deal
Date
2 Years
from Deal
Date + 5
Days
2 Years + 6
Months
2 Years + 6
Months + 5
Days
Send 2nd
Anniversary
Letter
Make Check
Up Call #01
Send Check
Up Letter
Make Check
Up Call #01
Left Message
Make Check
Up Call #03
Satisfied
End Process
Not Satisfied
CSI Mngr
Contact Cust
#03
Number Not
Found
Phone - Call
Completed
End Process
End Process
Issue
Resolved
End Process
Issue Not
Resolved
GSM Contact
Cust #01
Letter Sent
End Process
Bad Number
CSI Mngr
Research Nmbr
Number
Found
Modify Client
Phone
Number #01
End Process
Left Message
Make Check
Up Call #03
Number Not
Found
Phone - Call
Completed
Satisfied
End Process
Not Satisfied
CSI Mngr
Contact Cust
#03
Sent
(positive)
Bad Number
Left Message
End Process
Issue
Resolved
End Process
Not
Resolved
Dealer
Contact
Cust #01
Issue
Resolved
Make
Check Up
Call #02
Phone
Call
Completed
End Process
Left Message
End Process
Issue
Resolved
End Process
Not
Resolved
Dealer
Contact
Cust #01
Issue
Resolved
Make
Check Up
Call #02
Phone
Call
Completed
End Process
End Process
Issue
Resolved
End Process
Issue Not
Resolved
GSM Contact
Cust #01
Next Process
CSI Mngr
Research Nmbr
Number
Found
End Process
Modify Client
Phone
Number #01
End Process
New
Process
New
Process
3 Years
from Deal
Date
3 Years
from Deal
Date + 5
Days
3 Years + 6
Months
3 Years + 6
Months + 5
Days
Send 3rd
Anniversary
Letter
Make Check
Up Call #01
Send Check
Up Letter
Make Check
Up Call #01
Left Message
Make Check
Up Call #03
Satisfied
End Process
Not Satisfied
CSI Mngr
Contact Cust
#03
Number Not
Found
Phone - Call
Completed
End Process
End Process
Issue
Resolved
End Process
Issue Not
Resolved
GSM Contact
Cust #01
Letter Sent
End Process
Bad Number
CSI Mngr
Research Nmbr
Number
Found
Modify Client
Phone
Number #01
End Process
Left Message
Make Check
Up Call #03
Number Not
Found
Phone - Call
Completed
Satisfied
End Process
Not Satis fied
CSI Mngr
Contact Cust
#03
Sent
(positive)
Bad Number
Left Message
End Process
Issue
Resolved
End Process
Not
Resolved
Dealer
Contact
Cust #01
Issue
Resolved
Make
Check Up
Call #02
Phone
Call
Completed
End Process
Left Message
End Process
Issue
Resolved
End Process
Not
Resolved
Dealer
Contact
Cust #01
Issue
Resolved
Make
Check Up
Call #02
Phone
Call
Completed
End Process
End Process
Issue
Resolved
End Process
Issue Not
Resolved
GSM Contact
Cust #01
Next Process
CSI Mngr
Research Nmbr
Number
Found
End Process
Modify Client
Phone
Number #01
End Process
New
Process
New
Process
4 Years
from Deal
Date
4 Years
from Deal
Date + 5
Days
4 Years + 6
Months
4 Years + 6
Months + 5
Days
Send 4th
Anniversary
Letter
Make Check
Up Call #01
Send Check
Up Letter
Make Check
Up Call #01
Left Message
Make Check
Up Call #03
Satisfied
End Process
Not Satisfied
CSI Mngr
Contact Cust
#03
Number Not
Found
Phone - Call
Completed
End Process
End Process
Issue
Resolved
End Process
Issue Not
Resolved
GSM Contact
Cust #01
Letter Sent
End Process
Bad Number
CSI Mngr
Research Nmbr
Number
Found
Modify Client
Phone
Number #01
End Process
Left Message
Make Check
Up Call #03
Number Not
Found
Phone - Call
Completed
Satisfied
End Process
Not Satisfied
CSI Mngr
Contact Cust
#03
Sent
(positive)
Bad Number
Left Message
Left Message
End Process
Issue
Resolved
End Process
Not
Resolved
Dealer
Contact
Cust #01
Issue
Resolved
Make
Check Up
Call #02
Phone
Call
Completed
End Process
Left Message
End Process
End Process
Issue
Resolved
End Process
Issue Not
Resolved
GSM Contact
Cust #01
Issue
Resolved
End Process
CSI Mngr
Research Nmbr
Number
Found
Make
Check Up
Call #02
Phone
Call
Completed
Make Check
Number Not
Found
Phone - Call
Modify Client
Phone
Number #01
End Process
Next Process
End Process
End Process
End Process
Up Call #03
5 Years
from
Deal
Date
5 Years
from
Deal
Date + 5
Days
5 Years
+6
Months
5 Years
+6
Months
+ 5 Days
Satisfied
End Process
Not Satisfied
CSI Mngr
Contact Cust
#03
Send 5th
Anniversary
Letter
Letter Sent
End Process
Make
Check Up
Call #01
Bad Number
CSI Mngr
Research
Nmbr
Left Message
Make Check
Up Call #03
Satisfied
End Process
Not Satisfied
CSI Mngr
Contact Cust
#03
Send Check
Up Letter
Sent
(positive)
Next Process
Make
Check Up
Call #01
Bad Number
CSI Mngr
Research
Nmbr
Completed
Left Message
End Process
Issue
Resolved
End Process
Not
Resolved
Dealer
Contact
Cust #01
Make Check
Up Call #02
Phone Call
Completed
End Process
Left Message
End Process
Issue
Resolved
End Process
Issue Not
Resolved
GSM Contact
Cust #01
Number Found
Modify
Client Phone
Number #01
Number Not
Found
Phone - Call
Completed
End Process
End Process
Issue Resolved
End Process
Issue Not
Resolved
GSM
Contact Cust
#01
Issue
Resolved
End Process
Number Found
Modify
Client Phone
Number #01
Make Check
Up Call #02
Phone Call
Completed
Number Not
Found
End Process
End Process
Issue
Resolved
End Process
6 Years
from
Deal
Date
6 Years
from
Deal
Date + 5
Days
6 Years
+6
Months
6 Years
+6
Months
+ 5 Days
Left Message
Make Check
Up Call #03
Satisfied
End Process
Not Satisfied
CSI Mngr
Contact Cust
#03
Send 6th
Anniversary
Letter
Letter Sent
End Process
Make
Check Up
Call #01
Bad Number
CSI Mngr
Research
Nmbr
Left Message
Make Check
Up Call #03
Satisfied
End Process
Not Satisfied
CSI Mngr
Contact Cust
#03
Send Check
Up Letter
Sent
(positive)
Next Process
Make
Check Up
Call #01
Bad Number
CSI Mngr
Research
Nmbr
Phone - Call
Completed
End Process
Issue Resolved
End Process
Issue Not
Resolved
GSM
Contact Cust
#01
Number Found
Modify
Client Phone
Number #01
Number Not
Found
Phone - Call
Completed
End Process
Left Message
End Process
Issue
Resolved
End Process
Not Resolved
Dealer
Contact Cust
#01
Issue
Resolved
Make Check
Up Call #02
Phone Call
Completed
End Process
Left Message
End Process
End Process
Issue Resolved
End Process
Issue Not
Resolved
GSM
Contact Cust
#01
Issue
Resolved
End Process
Number Found
Modify
Client Phone
Number #01
Make Check
Up Call #02
Phone Call
Completed
Number Not
End Process
End Process
End Process
7 Years
from
Deal
Date
7 Years
from
Deal
Date + 5
Days
7 Years
+6
Months
7 Years
+6
Months
+ 5 Days
Left Message
Make Check
Up Call #03
Satisfied
End Process
Not Satisfied
CSI Mngr
Contact Cust
#03
Send 7th
Anniversary
Letter
Letter Sent
End Process
Make
Check Up
Call #01
Bad Number
CSI Mngr
Research
Nmbr
Left Message
Make Check
Up Call #03
Satisfied
End Process
Not Satisfied
CSI Mngr
Contact Cust
#03
Send Check
Up Letter
Sent
(positive)
Next Process
Make
Check Up
Call #01
Bad Number
CSI Mngr
Research
Nmbr
Found
Phone - Call
Completed
End Process
Issue Resolved
End Process
Issue Not
Resolved
GSM
Contact Cust
#01
Number Found
Modify
Client Phone
Number #01
Number Not
Found
Phone - Call
Completed
End Process
Left Message
End Process
Issue
Resolved
End Process
Not Resolved
Dealer
Contact Cust
#01
Issue
Resolved
Make Check
Up Call #02
Phone Call
Completed
End Process
Left Message
End Process
End Process
Issue Resolved
End Process
Issue Not
Resolved
GSM
Contact Cust
#01
Issue
Resolved
End Process
Number Found
Modify
Client Phone
Number #01
Make Check
Up Call #02
Phone Call
Completed
End Process
End Process
8 Years
from
Deal
Date
8 Years
from
Deal
Date + 5
Days
Left Message
Make Check
Up Call #03
Satisfied
End Process
Not Satisfied
CSI Mngr
Contact Cust
#03
Send 8th
Anniversary
Letter
Letter Sent
End Process
Make
Check Up
Call #01
Bad Number
CSI Mngr
Research
Nmbr
Left Message
Make Check
Up Call #03
Satisfied
End Process
Not Satisfied
CSI Mngr
Contact Cust
#03
Number Not
Found
Phone - Call
Completed
End Process
End Process
Issue Resolved
End Process
Issue Not
Resolved
GSM
Contact Cust
#01
Number Found
Modify
Client Phone
Number #01
Number Not
Found
Phone - Call
Completed
End Process
Left Message
End Process
Issue
Resolved
End Process
Not Resolved
Dealer
Contact Cust
#01
Issue
Resolved
Make Check
Up Call #02
Phone Call
Completed
End Process
Left Message
End Process
Issue
Resolved
End Process
End Process
Issue Resolved
End Process
Issue Not
Resolved
GSM
Contact Cust
#01
End Process
Sold Follow Up - 12 Month Lease Schedule

Process
New
Process
New
Process
Day
1
1
Activity
Send Thank
You Card
Make Thank
You Call #01
Results
To-Do
Completed
Left Message
Customer
Satisfied
Customer
Dissatisfied
Bad Number
Activity
End Process
Results
Activity
Make Thank
You Call #02
Phone - Call
Completed
Left Message
Next Activity
Issue Resolved
Next Activity
Issue Not
Resolved
GSM To
Contact Cust
#01
New
Process
35
Send CSI
Letter
Send Intro to
Service Letter
Send Sales
Referral Letter
Make Sales
Referral Call
#01
CSI Mngr
Contact Cust
#01
CSI Mng
Research Ph
Nmber #01
Letter Sent
Next Activity
Letter Sent
End Process
Sent
(positive)
Left Message
Next Activity
Received
Referral(s)
Activity
Phone - Call
Completed
Left
Message
Next
Activity
Next
Activity
Issue
Resolved
Next
Activity
Issue Not
Resolved
Dealer to
Contact Cust
#01
Make Thank
You Call
#04
Results
Activity
Issue
Resolved
Next
Activity
Phone Call
Completed
Next
Activity
Next Activity
Number Found
Number Not
Found
1 (After Last
Activity)
4 (After Last
Activity)
30
Make Thank
You Call #03
Results
Make Sales
Referral Call
#02
Send Thank
You Card
Modify Client
Phone Nmber
#01
Next Activity
Phone Call
Completed
End Process
Left Message
Make Sales
Referral Call
#03
To-Do
Completed
Log Prospect in
C M Tool
To-Do
Completed
Phone - Call
Completed
End Process
Left
Message
To-Do
Completed
End Process
End Process
Customer Not
Satisfied
Bad Number
CSI Mngr
Contact Cust
#02
CSI Mngr
Research Ph
Nmber #02
Issue Resolved
End Process
Issue Not
Resolved
GSM Contact
Cust #02
Number Found
Number Not
Found
New
Process
180
Send Check Up
Letter
Letter Sent
Next Activity
185
Make Check
Up Call #01
Bad Number
CSI Mngr
Research Ph
Nmber
Left Message
Customer
Satisfied
Customer Not
Satisfied
New
Process
5 Months
(From Last
Payment Date)
Send Lease
Options Letter
5 Months
Left on Lease
Letter Sent
Make Check
Up Call #03
Number Found
Number Not
Found
Phone - Call
Completed
Left Message
Issue
Resolved
Issue Not
Resolved
End Process
Dealer
Contact Cust
#02
Phone - Call
Completed
Issue
Resolved
End
Process
Modify Client
Phone Number
#02
End Process
Make Sales
Referral Call
#04
Modify Client
Phone Number
#01
End Process
Make Check
Up Call #02
Phone - Call
Completed
Phone - Call
Completed
Left
Message
End Process
Issue
Resolved
End Process
Issue Not
Resolved
Dealer to
Contact Cust
#01
End Process
End
Process
End Process
Make Check
Up Call #04
End Process
End Process
CSI Mngr
Contact Cust
#01
End Process
Issue Resolved
End Process
Issue Not
Resolved
GSM Contact
Cust #01
Issue
Resolved
End Process
New
Process
3 Months
(From Last
Payment Date)
3 Months + 5
Days (From
Last Payment
Date)
03 Month Until
EOL Letter
Letter Sent
Next Activity
3 Mos Left On
Lease Call #01
Left Message
3 Mos Left
On Lease Call
#02
Interested In
Vehicle
Not Interested
Conduct
Appointment
#01
GSM Contact
Cust #01
Phone - Call
Completed
End Process
Left Message
3 Mos Left On
Lease Call #03
CSI Mngr
Contact Cust
#01
End Process
GSM
Contact Cust
#03
End
Schedule
Left
Message
End Process
Car Not Sold
Send Thank
You Card
#01
To-Do
Completed
End Process
Appointment
Set
Conduct
Appointment
#03
Car Sold
End
Schedule
Car Not
Sold
End Process
Issue
Resolved
End Process
Car Sold
End Schedule
Car Not Sold
End Process
Left Message
GSM Contact
Cust #02
Left
Message
Appointment
Set
Conduct
Appointment
#02
Car Sold
Appointment
Not Set
Not Satisfied
Phone - Call
Completed
Left
Message
GSM Contact
Cust #04
Issue Resolved
End Process
Issue Not
Resolved
GSM Contact
Cust #05
End Process
Appointment
Not Set
End Process
Issue
Resolved
End Process
Issue Not
Resolved
Dealer
Contact Cust
Bad Number
CSI Mngr
Research Ph
Nmbr
Number Found
Number Not
Found
New
Process
2 Months
(From Last
Payment Date)
2 Months + 5
Days (From
Last Payment
Date)
Modify Client
Phone Nmbr
#01
End Process
3 Mos Left
On Lease
Call #04
#01
Customer
Phone Call
Completed
End
Process
02 Month Until
EOL Letter
Letter Sent
Next Activity
2 Mos Left On
Lease Call #01
Left Message
2 Mos Left
On Lease Call
#02
Phone - Call
Completed
End Process
Left Message
2 Mos Left On
Lease Call #03
Phone - Call
Completed
Left Message
End Process
Car Sold
End Schedule
Car Not Sold
End Process
Left Message
GSM Contact
Cust #02
Left Message
Left
Message
End
Process
Appointment
Set
Conduct
Appointment
#02
Car Sold
GSM
Contact Cust
#03
End
Schedule
Car Not Sold
Send Thank
You Card
#01
To-Do
Completed
End
Process
Appointment
Set
Conduct
Appointment
#03
Car Sold
End
Schedule
Car Not Sold
End
Process
Interested In
Vehicle
Not Interested
Conduct
Appointment
#01
GSM Contact
Cust #01
Appointment
Not Set
GSM Contact
Cust #04
Appointment
Not Set
Not Satisfied
CSI Mngr
Contact Cust
#01
Issue
Resolved
End Process
End Process
End Process
Issue Not
Resolved
Bad Number
New
Process
1 Month (From
Last Payment
Date)
1 Months + 5
Days (From
Last Payment
Date)
CSI Mngr
Research Ph
Nmbr
01 Month Until
EOL Letter
Letter Sent
01 Mo Left On
Lease Call #01
Left Message
Interested In
Vehicle
Not Interested
Conduct
Appointment
#01
GSM Contact
Cust #01
Number
Found
GSM Contact
Cust #05
Issue Resolved
End Process
Issue Not
Resolved
Dealer
Contact Cust
#01
Customer
Phone Call
Completed
Issue
Resolved
End
Process
Modify Client
Phone Nmbr
#01
End Process
3 Mos Left On
Lease Call #04
1 Mo Left On
Lease Call
#02
Phone - Call
Completed
End Schedule
Left Message
1 Mo Left On
Lease Call #03
Phone - Call
Completed
Left Message
End
Schedule
End
Schedule
Car Sold
End Schedule
Car Not Sold
End Schedule
Left Message
GSM Contact
Cust #02
Left Message
Left
Message
End
Schedule
Appointment
Set
Conduct
Appointment
#02
Car Sold
GSM
Contact Cust
#03
End
Schedule
Car Not Sold
Send Thank
You Card
#01
To-Do
Completed
End
Schedule
Appointment
Set
Conduct
Appointment
#03
Car Sold
End
Schedule
Car Not Sold
End
Schedule
Number Not
Found
Next Activity
Appointment
Not Set
GSM Contact
Cust #04
End Process
Not Satisfied
Bad Number
CSI Mngr
Contact Cust
#01
CSI Mngr
Research Ph
Nmbr
Issue
Resolved
End Schedule
Issue Not
Resolved
GSM Contact
Cust #05
Number
Found
Number Not
Found
Modify Client
Phone Nmbr
#01
End Schedule
Appointment
Not Set
End
Schedule
Issue Resolved
End
Schedule
Issue Not
Resolved
Dealer
Contact Cust
#01
Customer
Phone Call
Completed
1 Mo Left On
Lease Call #04
Issue
Resolved
End
Schedule
End
Schedule

Process
New
Process
New
Process
Day
1
1
Activity
Send Thank
You Card
Make Thank
You Call #01
Results
To-Do
Completed
Left Message
Customer
Satisfied
Customer
Dissatisfied
Bad Number
Activity
End Process
Results
Activity
Make Thank
You Call #02
Phone - Call
Completed
Left Message
Next Activity
Issue Resolved
Next Activity
Issue Not
Resolved
GSM To
Contact Cust
#01
New
Process
35
Send CSI
Letter
Send Intro to
Service Letter
Send Sales
Referral Letter
Make Sales
Referral Call
#01
CSI Mngr
Contact Cust
#01
CSI Mng
Research Ph
Nmber #01
Letter Sent
Next Activity
Letter Sent
End Process
Sent
(positive)
Left Message
Next Activity
Received
Referral(s)
Activity
Phone - Call
Completed
Left
Message
Next
Activity
Next
Activity
Issue
Resolved
Next
Activity
Issue Not
Resolved
Dealer to
Contact Cust
#01
Make Thank
You Call
#04
Results
Activity
Issue
Resolved
Next
Activity
Phone Call
Completed
Next
Activity
Next Activity
Number Found
Number Not
Found
1 (After Last
Activity)
4 (After Last
Activity)
30
Make Thank
You Call #03
Results
Make Sales
Referral Call
#02
Send Thank
You Card
Modify Client
Phone Nmber
#01
Next Activity
Phone Call
Completed
End Process
Left Message
Make Sales
Referral Call
#03
To-Do
Completed
Log Prospect in
C M Tool
To-Do
Co mpleted
Phone - Call
Completed
End Process
Left
Message
To-Do
Completed
End Process
End Process
Customer Not
Satisfied
Bad Number
CSI Mngr
Contact Cust
#02
CSI Mngr
Research Ph
Nmber #02
Issue Resolved
End Process
Issue Not
Resolved
GSM Contact
Cust #02
Number Found
Number Not
Found
New
Process
180
Send Check Up
Letter
Letter Sent
Next Activity
185
Make Check
Up Call #01
Bad Number
CSI Mngr
Research Ph
Nmber
Left Message
Customer
Satisfied
Customer Not
Satisfied
New
Process
1 Year from
Deal Date
1 Year from
Send 1st
Anniversary
Letter
Make Check
Make Check
Up Call #03
Number Found
Number Not
Found
Phone - Call
Completed
Left Message
Issue
Resolved
Issue Not
Resolved
End Process
Dealer
Contact Cust
#02
Phone - Call
Completed
Issue
Resolved
End
Process
Modify Client
Phone Number
#02
End Process
Make Sales
Referral Call
#04
Modify Client
Phone Number
#01
End Process
Make Check
Up Call #02
Phone - Call
Completed
Phone - Call
Completed
Left
Message
End Process
Issue
Resolved
End Process
Issue Not
Resolved
Dealer to
Contact Cust
#01
Issue
Resolved
Make
Phone Call
End
End Process
End
Process
End Process
Make Check
Up Call #04
End Process
End Process
CSI Mngr
Contact Cust
#01
Letter Sent
End Process
Bad Number
CSI Mngr
Issue Resolved
End Process
Issue Not
Resolved
GSM Contact
Cust #01
Number Found
Modify Client
End Process
Deal Date + 5
Days
Up Call #01
Research
Nmbr
Left Message
New
Process
New
Process
7 Months
(From Last
Payment Date)
5 Months
(From Last
Payment Date)
5 Months + 5
Days (From
Last Payment
Date)
Make Check
Up Call #03
Satisfied
End Process
Not Satisfied
CSI Mngr
Contact Cust
#03
07 Month Until
EOL Letter
Letter Sent
End Process
05 Month Until
EOL Letter
Letter Sent
Next Activity
5 Mos Left On
Lease Call #01
Left Message
5 Mos Left
On Lease Call
#02
Interested In
Vehicle
Not Interested
Conduct
Appointment
#01
GSM Contact
Cust #01
Number Not
Found
Phone - Call
Completed
Phone Number
#01
End Process
Check Up
Call #02
Completed
Left
Message
End Process
Issue
Resolved
End Process
Not
Resolved
Dealer
Contact Cust
#01
Phone - Call
Completed
Left
Message
End Process
GSM
Contact Cust
#03
End
Process
End Process
Issue Resolved
End Process
Issue Not
Resolved
GSM Contact
Cust #01
Phone - Call
Completed
End Process
Left Message
5 Mos Left On
Lease Call #03
Car Sold
End Schedule
Car Not Sold
End Process
Left Message
GSM Contact
Cust #02
Left
Message
Appointment
Conduct
Car Sold
Issue
Resolved
End Process
Left
Message
End Process
End Process
Set
Appointment
Not Set
Not Satisfied
Bad Number
CSI Mngr
Contact Cust
#01
CSI Mngr
Research Ph
Nmbr
3 Months
(From Last
Payment Date)
3 Months + 5
Days (From
Last Payment
Date)
03 Month Until
EOL Letter
Letter Sent
Next Activity
3 Mos Left On
Lease Call #01
Left Message
3 Mos Left
On Lease Call
#02
Interested In
Vehicle
Conduct
Appointment
#01
GSM Contact
Cust #04
Issue Resolved
End Process
Issue Not
Resolved
GSM Contact
Cust #05
Number Found
Number Not
Found
New
Process
Appointment
#02
Modify Client
Phone Nmbr
#01
End Process
Phone - Call
Completed
End Process
Left Message
3 Mos Left On
Lease Call #03
Car Sold
End Schedule
Car Not Sold
End Process
Schedule
Car Not Sold
Send Thank
You Card
#01
To-Do
Completed
End Process
Appointment
Set
Conduct
Appointment
#03
Car Sold
End
Schedule
Car Not
Sold
End Process
Issue
Resolved
End Process
Appointment
Not Set
End Process
Issue
Resolved
End Process
Issue Not
Resolved
Dealer
Contact Cust
#01
Customer
Phone Call
Completed
5 Mos Left
On Lease
Call #04
Phone - Call
Completed
Left
Message
End Process
End Process
End
Process
Not Interested
GSM Contact
Cust #01
Left Message
GSM Contact
Cust #02
Left
Message
Appointment
Set
Conduct
Appointment
#02
Car Sold
Appointment
Not Set
Not Satisfied
Bad Number
CSI Mngr
Contact Cust
#01
CSI Mngr
Research Ph
Nmbr
Issue Resolved
End Process
Issue Not
Resolved
GSM Contact
Cust #05
Number Found
Number Not
Found
New
Process
2 Months
(From Last
Payment Date)
2 Months + 5
Days (From
Last Payment
Date)
GSM Contact
Cust #04
Modify Client
Phone Nmbr
#01
End Process
02 Month Until
EOL Letter
Letter Sent
Next Activity
2 Mos Left On
Lease Call #01
Left Message
2 Mos Left
On Lease Call
#02
Phone - Call
Completed
End Process
Left Message
2 Mos Left On
Lease Call #03
Phone - Call
Completed
Left Message
GSM
Contact Cust
#03
End
Schedule
Left
Message
End Process
Car Not Sold
Send Thank
You Card
#01
To-Do
Completed
End Process
Appointment
Set
Conduct
Appointment
#03
Car Sold
End
Schedule
Car Not
Sold
End Process
Issue
Resolved
End Process
Appointment
Not Set
End Process
Issue
Resolved
End Process
Issue Not
Resolved
Dealer
Contact Cust
#01
Customer
Phone Call
Completed
3 Mos Left
On Lease
Call #04
End Process
End Process
End
Process
Interested In
Vehicle
Not Interested
Conduct
Appointment
#01
GSM Contact
Cust #01
Car Sold
End Schedule
Car Not Sold
End Process
Left Message
GSM Contact
Cust #02
Left Message
Appointment
Set
Conduct
Appointment
#02
Car Sold
Appointment
Not Set
Not Satisfied
Bad Number
New
Process
1 Month (From
Last Payment
Date)
1 Months + 5
Days (From
Last Payment
CSI Mngr
Contact Cust
#01
CSI Mngr
Research Ph
Nmbr
01 Month Until
EOL Letter
Letter Sent
01 Mo Left On
Lease Call #01
Left Message
GSM Contact
Cust #04
Issue
Resolved
End Process
Issue Not
Resolved
GSM Contact
Cust #05
Number
Found
Number Not
Found
Next Activity
1 Mo Left On
Lease Call
#02
GSM
Contact Cust
#03
End
Schedule
Left
Message
End
Process
Car Not Sold
Send Thank
You Card
#01
To-Do
Completed
End
Process
Appointment
Set
Conduct
Appointment
#03
Car Sold
End
Schedule
Car Not Sold
End
Process
Issue
Resolved
End
Process
Appointment
Not Set
End Process
Issue Resolved
End Process
Issue Not
Resolved
Dealer
Contact Cust
#01
Customer
Phone Call
Completed
Modify Client
Phone Nmbr
#01
End Process
3 Mos Left On
Lease Call #04
Phone - Call
Completed
End Schedule
End Process
Date)
Interested In
Vehicle
Not Interested
Conduct
Appointment
#01
GSM Contact
Cust #01
Left Message
1 Mo Left On
Lease Call #03
Car Sold
End Schedule
Car Not Sold
End Schedule
Left Message
Appointment
Set
Appointment
Not Set
Not Satisfied
Bad Number
CSI Mngr
Contact Cust
#01
CSI Mngr
Research Ph
Nmbr
Phone - Call
Completed
Left Message
End
Schedule
End
Schedule
GSM Contact
Cust #02
Left Message
Left
Message
End
Schedule
Conduct
Appointment
#02
Car Sold
GSM
Contact Cust
#03
End
Schedule
Car Not Sold
Send Thank
You Card
#01
To-Do
Completed
End
Schedule
Appointment
Set
Conduct
Appointment
#03
Car Sold
End
Schedule
Car Not Sold
End
Schedule
Issue
Resolved
End
Schedule
GSM Contact
Cust #04
Issue
Resolved
End Schedule
Issue Not
Resolved
GSM Contact
Cust #05
Number
Found
Number Not
Found
Modify Client
Phone Nmbr
#01
End Schedule
Appointment
Not Set
End
Schedule
Issue Resolved
End
Schedule
Issue Not
Resolved
Dealer
Contact Cust
#01
Customer
Phone Call
Completed
1 Mo Left On
Lease Call #04
End
Schedule

Process
New
Process
New
Process
Day
1
1
Activity
Send Thank
You Card
Make Thank
You Call #01
Results
To-Do
Completed
Left Message
Customer
Satisfied
Customer
Dissatisfied
Bad Number
Activity
End Process
Results
Activity
Make Thank
You Call #02
Phone - Call
Completed
Left Message
Next Activity
Issue Resolved
Next Activity
Issue Not
Resolved
GSM To
Contact Cust
#01
New
Process
35
Send CSI
Letter
Send Intro to
Service Letter
Send Sales
Referral Letter
Make Sales
Referral Call
#01
CSI Mngr
Contact Cust
#01
CSI Mng
Research Ph
Nmber #01
Letter Sent
Next Activity
Letter Sent
End Process
Sent
(positive)
Left Message
Next Activity
Received
Referral(s)
Activity
Phone - Call
Completed
Left
Message
Next
Activity
Next
Activity
Issue
Resolved
Next
Activity
Issue Not
Resolved
Dealer to
Contact Cust
#01
Make Thank
You Call
#04
Results
Activity
Issue
Resolved
Next
Activity
Phone Call
Completed
Next
Activity
Next Activity
Number Found
Number Not
Found
1 (After Last
Activity)
4 (After Last
Activity)
30
Make Thank
You Call #03
Results
Make Sales
Referral Call
#02
Send Thank
You Card
Modify Client
Phone Nmber
#01
Next Activity
Phone Call
Completed
End Process
Left Message
Make Sales
Referral Call
#03
To-Do
Completed
Log Prospect in
C M Tool
To-Do
Completed
Phone - Call
Completed
End Process
Left
Message
To-Do
Completed
End Process
End Process
Customer Not
Satisfied
Bad Number
CSI Mngr
Contact Cust
#02
CSI Mngr
Research Ph
Nmber #02
Issue Resolved
End Process
Issue Not
Resolved
GSM Contact
Cust #02
Number Found
Number Not
Found
New
Process
180
Send Check Up
Letter
Letter Sent
Next Activity
185
Make Check
Up Call #01
Bad Number
CSI Mngr
Research Ph
Nmber
Left Message
Customer
Satisfied
Customer Not
Satisfied
New
Process
1 Year from
Deal Date
1 Year from
Send 1st
Anniversary
Letter
Make Check
Make Check
Up Call #03
Number Found
Number Not
Found
Phone - Call
Completed
Left Message
Issue
Resolved
Issue Not
Resolved
End Process
Dealer
Contact Cust
#02
Phone - Call
Completed
Issue
Resolved
End
Process
Modify Client
Phone Number
#02
End Process
Make Sales
Referral Call
#04
Modify Client
Phone Number
#01
End Process
Make Check
Up Call #02
Phone - Call
Completed
Phone - Call
Completed
Left
Message
End Process
Issue
Resolved
End Process
Issue Not
Resolved
Dealer to
Contact Cust
#01
Issue
Resolved
Make
Phone Call
End
End Process
End
Process
End Process
Make Check
Up Call #04
End Process
End Process
CSI Mngr
Contact Cust
#01
Letter Sent
End Process
Bad Number
CSI Mngr
Issue Resolved
End Process
Issue Not
Resolved
GSM Contact
Cust #01
Number Found
Modify Client
End Process
Deal Date + 5
Days
Up Call #01
Research
Nmbr
Left Message
New
Process
New
Process
7 Months
(From Last
Payment Date)
5 Months
(From Last
Payment Date)
5 Months + 5
Days (From
Last Payment
Date)
Make Check
Up Call #03
Satisfied
End Process
Not Satisfied
CSI Mngr
Contact Cust
#03
07 Month Until
EOL Letter
Letter Sent
End Process
05 Month Until
EOL Letter
Letter Sent
Next Activity
5 Mos Left On
Lease Call #01
Left Message
5 Mos Left
On Lease Call
#02
Interested In
Vehicle
Not Interested
Conduct
Appointment
#01
GSM Contact
Cust #01
Number Not
Found
Phone - Call
Completed
Phone Number
#01
End Process
Check Up
Call #02
Completed
Left
Message
End Process
Issue
Resolved
End Process
Not
Resolved
Dealer
Contact Cust
#01
Phone - Call
Completed
Left
Message
End Process
GSM
Contact Cust
#03
End
Process
End Process
Issue Resolved
End Process
Issue Not
Resolved
GSM Contact
Cust #01
Phone - Call
Completed
End Process
Left Message
5 Mos Left On
Lease Call #03
Car Sold
End Schedule
Car Not Sold
End Process
Left Message
GSM Contact
Cust #02
Left
Message
Appointment
Conduct
Car Sold
Issue
Resolved
End Process
Left
Message
End Process
End Process
Set
Appointment
Not Set
Not Satisfied
Bad Number
CSI Mngr
Contact Cust
#01
CSI Mngr
Research Ph
Nmbr
3 Months
(From Last
Payment Date)
3 Months + 5
Days (From
Last Payment
Date)
03 Month Until
EOL Letter
Letter Sent
Next Activity
3 Mos Left On
Lease Call #01
Left Message
3 Mos Left
On Lease Call
#02
Interested In
Vehicle
Conduct
Appointment
#01
GSM Contact
Cust #04
Issue Resolved
End Process
Issue Not
Resolved
GSM Contact
Cust #05
Number Found
Number Not
Found
New
Process
Appointment
#02
Modify Client
Phone Nmbr
#01
End Process
Phone - Call
Completed
End Process
Left Message
3 Mos Left On
Lease Call #03
Car Sold
End Schedule
Car Not Sold
End Process
Schedule
Car Not Sold
Send Thank
You Card
#01
To-Do
Completed
End Process
Appointment
Set
Conduct
Appointment
#03
Car Sold
End
Schedule
Car Not
Sold
End Process
Issue
Resolved
End Process
Appointment
Not Set
End Process
Issue
Resolved
End Process
Issue Not
Resolved
Dealer
Contact Cust
#01
Customer
Phone Call
Completed
5 Mos Left
On Lease
Call #04
Phone - Call
Completed
Left
Message
End Process
End Process
End
Process
Not Interested
GSM Contact
Cust #01
Left Message
GSM Contact
Cust #02
Left
Message
Appointment
Set
Conduct
Appointment
#02
Car Sold
Appointment
Not Set
Not Satisfied
Bad Number
CSI Mngr
Contact Cust
#01
CSI Mngr
Research Ph
Nmbr
Issue Resolved
End Process
Issue Not
Resolved
GSM Contact
Cust #05
Number Found
Number Not
Found
New
Process
2 Months
(From Last
Payment Date)
2 Months + 5
Days (From
Last Payment
Date)
GSM Contact
Cust #04
Modify Client
Phone Nmbr
#01
End Process
02 Month Until
EOL Letter
Letter Sent
Next Activity
2 Mos Left On
Lease Call #01
Left Message
2 Mos Left
On Lease Call
#02
Phone - Call
Completed
End Process
Left Message
2 Mos Left On
Lease Call #03
Phone - Call
Completed
Left Message
GSM
Contact Cust
#03
End
Schedule
Left
Message
End Process
Car Not Sold
Send Thank
You Card
#01
To-Do
Completed
End Process
Appointment
Set
Conduct
Appointment
#03
Car Sold
End
Schedule
Car Not
Sold
End Process
Issue
Resolved
End Process
Appointment
Not Set
End Process
Issue
Resolved
End Process
Issue Not
Resolved
Dealer
Contact Cust
#01
Customer
Phone Call
Completed
3 Mos Left
On Lease
Call #04
End Process
End Process
End
Process
Interested In
Vehicle
Not Interested
Conduct
Appointment
#01
GSM Contact
Cust #01
Car Sold
End Schedule
Car Not Sold
End Process
Left Message
GSM Contact
Cust #02
Left Message
Appointment
Set
Conduct
Appointment
#02
Car Sold
Appointment
Not Set
Not Satisfied
Bad Number
New
Process
1 Month (From
Last Payment
Date)
1 Months + 5
Days (From
Last Payment
CSI Mngr
Contact Cust
#01
CSI Mngr
Research Ph
Nmbr
01 Month Until
EOL Letter
Letter Sent
01 Mo Left On
Lease Call #01
Left Message
GSM Contact
Cust #04
Issue
Resolved
End Process
Issue Not
Resolved
GSM Contact
Cust #05
Number
Found
Number Not
Found
Next Activity
1 Mo Left On
Lease Call
#02
GSM
Contact Cust
#03
End
Schedule
Left
Message
End
Process
Car Not Sold
Send Thank
You Card
#01
To-Do
Completed
End
Process
Appointment
Set
Conduct
Appointment
#03
Car Sold
End
Schedule
Car Not Sold
End
Process
Issue
Resolved
End
Process
Appointment
Not Set
End Process
Issue Resolved
End Process
Issue Not
Resolved
Dealer
Contact Cust
#01
Customer
Phone Call
Completed
Modify Client
Phone Nmbr
#01
End Process
3 Mos Left On
Lease Call #04
Phone - Call
Completed
End Schedule
End Process
Date)
Interested In
Vehicle
Not Interested
Conduct
Appointment
#01
GSM Contact
Cust #01
Left Message
1 Mo Left On
Lease Call #03
Car Sold
End Schedule
Car Not Sold
End Schedule
Left Message
Appointment
Set
Appointment
Not Set
Not Satisfied
Bad Number
CSI Mngr
Contact Cust
#01
CSI Mngr
Research Ph
Nmbr
Phone - Call
Completed
Left Message
End
Schedule
End
Schedule
GSM Contact
Cust #02
Left Message
Left
Message
End
Schedule
Conduct
Appointment
#02
Car Sold
GSM
Contact Cust
#03
End
Schedule
Car Not Sold
Send Thank
You Card
#01
To-Do
Completed
End
Schedule
Appointment
Set
Conduct
Appointment
#03
Car Sold
End
Schedule
Car Not Sold
End
Schedule
Issue
Resolved
End
Schedule
GSM Contact
Cust #04
Issue
Resolved
End Schedule
Issue Not
Resolved
GSM Contact
Cust #05
Number
Found
Number Not
Found
Modify Client
Phone Nmbr
#01
End Schedule
Appointment
Not Set
End
Schedule
Issue Resolved
End
Schedule
Issue Not
Resolved
Dealer
Contact Cust
#01
Customer
Phone Call
Completed
1 Mo Left On
Lease Call #04
End
Schedule

Process
New
Process
New
Process
Day
1
1
Activity
Send Thank
You Card
Make Thank
You Call #01
Results
To-Do
Completed
Left Message
Customer
Satisfied
Customer
Dissatisfied
Bad Number
Activity
End Process
Results
Activity
Make Thank
You Call #02
Phone - Call
Completed
Left Message
Next Activity
Issue Resolved
Next Activity
Issue Not
Resolved
GSM To
Contact Cust
#01
New
Process
35
Send CSI
Letter
Send Intro to
Service Letter
Send Sales
Referral Letter
Make Sales
Referral Call
#01
CSI Mngr
Contact Cust
#01
CSI Mng
Research Ph
Nmber #01
Letter Sent
Next Activity
Letter Sent
End Process
Sent
(positive)
Left Message
Next Activity
Received
Referral(s)
Activity
Phone - Call
Completed
Left
Message
Next
Activity
Next
Activity
Issue
Resolved
Next
Activity
Issue Not
Resolved
Dealer to
Contact Cust
#01
Make Thank
You Call
#04
Results
Acti vity
Issue
Resolved
Next
Activity
Phone Call
Completed
Next
Activity
Next Activity
Number Found
Number Not
Found
1 (After Last
Activity)
4 (After Last
Activity)
30
Make Thank
You Call #03
Results
Make Sales
Referral Call
#02
Send Thank
You Card
Modify Client
Phone Nmber
#01
Next Activity
Phone Call
Completed
End Process
Left Message
Make Sales
Referral Call
#03
To-Do
Completed
Log Prospect in
C M Tool
To-Do
Completed
Phone - Call
Completed
End Process
Left
Message
To-Do
Completed
End Process
End Process
Customer Not
Satisfied
Bad Number
CSI Mngr
Contact Cust
#02
CSI Mngr
Research Ph
Nmber #02
Issue Resolved
End Process
Issue Not
Resolved
GSM Contact
Cust #02
Number Found
Number Not
Found
New
Process
180
Send Check Up
Letter
Letter Sent
Next Activity
185
Make Check
Up Call #01
Bad Number
CSI Mngr
Research Ph
Nmber
Left Message
Customer
Satisfied
Customer Not
Satisfied
New
Process
1 Year from
Deal Date
1 Year from
Send 1st
Anniversary
Letter
Make Check
Make Check
Up Call #03
Number Found
Number Not
Found
Phone - Call
Completed
Left Message
Issue
Resolved
Issue Not
Resolved
End Process
Dealer
Contact Cust
#02
Phone - Call
Completed
Issue
Resolved
End
Process
Modify Client
Phone Number
#02
End Process
Make Sales
Referral Call
#04
Modify Client
Phone Number
#01
End Process
Make Check
Up Call #02
Phone - Call
Completed
Phone - Call
Completed
Left
Message
End Process
Issue
Resolved
End Process
Issue Not
Resolved
Dealer to
Contact Cust
#01
Issue
Resolved
Make
Phone Call
End
End Process
End
Process
End Process
Make Check
Up Call #04
End Process
End Process
CSI Mngr
Contact Cust
#01
Letter Sent
End Process
Bad Number
CSI Mngr
Issue Resolved
End Process
Issue Not
Resolved
GSM Contact
Cust #01
Number Found
Modify Client
End Process
Deal Date + 5
Days
Up Call #01
Research
Nmbr
Left Message
Make Check
Up Call #03
Satisfied
End Process
Not Satisfied
CSI Mngr
Contact Cust
#03
Number Not
Found
Phone - Call
Completed
Phone Number
#01
End Process
Check Up
Call #02
Completed
Left
Message
End Process
Issue
Resolved
End Process
Not
Resolved
Dealer
Contact Cust
#01
Make Check
Up Call #02
Phone Call
Completed
End Process
Left Message
End Process
Issue Resolved
End Process
Not Resolved
Dealer
Contact Cust
End Process
Issue Resolved
End Process
Issue Not
Resolved
GSM Contact
Cust #01
New
Process
7 Months
(From Last
Payment Date)
07 Month Until
EOL Letter
Letter Sent
2 Years
from Deal
Date
2 Years
from Deal
Date + 5
Days
Send 2nd
Anniversary
Letter
Make Check
Up Call #01
Letter Sent
End Process
Bad Number
CSI Mngr
Research Nmbr
Number
Found
Modify Client
Phone Number
#01
End Process
Left Message
Make Check
Up Call #03
Number Not
Found
Phone - Call
Completed
Satisfied
End Process
Not Satisfied
CSI Mngr
Contact Cust
#03
Process
Issue
Resolved
End Process
End Process
Issue
Resolved
End Process
Issue Not
Resolved
GSM Contact
Cust #01
Issue
Resolved
End
Process
End Process
#01
New
Process
5 Months
(From Last
Payment Date)
5 Months + 5
Days (From
Last Payment
Date)
05 Month Until
EOL Letter
Letter Sent
Next Activity
5 Mos Left On
Lease Call #01
Left Message
5 Mos Left
On Lease Call
#02
Interested In
Vehicle
Not Interested
Conduct
Appointment
#01
GSM Contact
Cust #01
Phone - Call
Completed
End Process
Left Message
5 Mos Left On
Lease Call #03
CSI Mngr
Contact Cust
#01
End Process
GSM
Contact Cust
#03
End
Schedule
Left
Message
End Process
Car Not Sold
Send Thank
You Card
#01
To-Do
Completed
End Process
Appointment
Set
Conduct
Appointment
#03
Car Sold
End
Schedule
Car Not
Sold
End Process
Issue
Resolved
End Process
Car Sold
End Schedule
Car Not Sold
End Process
Left Message
GSM Contact
Cust #02
Left
Message
Appointment
Set
Conduct
Appointment
#02
Car Sold
Appointment
Not Set
Not Satisfied
Phone - Call
Completed
Left
Message
GSM Contact
Cust #04
Issue Resolved
End Process
Issue Not
Resolved
GSM Contact
Cust #05
End Process
Appointment
Not Set
End Process
Issue
Resolved
End Process
Issue Not
Resolved
Dealer
Contact Cust
Bad Numb e r
CSI Mngr
Research Ph
Nmbr
Number Found
Number Not
Found
New
Process
3 Months
(From Last
Payment Date)
3 Months + 5
Days (From
Last Payment
Date)
03 Month Until
EOL Letter
Letter Sent
Next Activity
3 Mos Left On
Lease Call #01
Left Message
3 Mos Left
On Lease Call
#02
Interested In
Vehicle
Not Interested
Conduct
Appointment
#01
GSM Contact
Cust #01
Modify Client
Phone Nmbr
#01
End Process
Phone - Call
Completed
End Process
Left Message
3 Mos Left On
Lease Call #03
5 Mos Left
On Lease
Call #04
End Process
GSM
Contact Cust
#03
End
Schedule
Left
Message
End Process
Car Not Sold
Send Thank
You Card
#01
To-Do
Completed
End Process
Appointment
Set
Conduct
Appointment
#03
Car Sold
End
Schedule
Car Not
Sold
End Process
End Schedule
Car Not Sold
End Process
Left Message
GSM Contact
Cust #02
Left
Message
Appointment
Set
Conduct
Appointment
#02
Car Sold
GSM Contact
Cust #04
Appointment
Not Set
Not Satisfied
CSI Mngr
Contact Cust
Issue Resolved
End Process
End
Process
Phone - Call
Completed
Left
Message
Car Sold
Appointment
Not Set
#01
Customer
Phone Call
Completed
End Process
End Process
#01
Issue Not
Resolved
Bad Number
CSI Mngr
Research Ph
Nmbr
Number Found
Number Not
Found
New
Process
2 Months
(From Last
Payment Date)
2 Months + 5
Days (From
Last Payment
Date)
GSM Contact
Cust #05
Modify Client
Phone Nmbr
#01
End Process
Issue
Resolved
End Process
Issue Not
Resolved
Dealer
Contact Cust
#01
Customer
Phone Call
Completed
Issue
Resolved
3 Mos Left
On Lease
Call #04
End
Process
02 Month Until
EOL Letter
Letter Sent
Next Activity
2 Mos Left On
Lease Call #01
Left Message
2 Mos Left
On Lease Call
#02
Phone - Call
Completed
End Process
Left Message
2 Mos Left On
Lease Call #03
Phone - Call
Completed
Left Message
End Process
Car Sold
End Schedule
Car Not Sold
End Process
Left Message
GSM Contact
Cust #02
Left Message
Left
Message
End
Process
Appointment
Set
Conduct
Appointment
#02
Car Sold
GSM
Contact Cust
#03
End
Schedule
Car Not Sold
Send Thank
You Card
#01
To-Do
Completed
End
Process
Appointment
Set
Conduct
Appointment
#03
Car Sold
End
Schedule
Car Not Sold
End
Interested In
Vehicle
Not Interested
Conduct
Appointment
#01
GSM Contact
Cust #01
Appointment
Not Set
GSM Contact
Cust #04
End Process
End Process
Process
Not Satisfied
Bad Number
New
Process
1 Month (From
Last Payment
Date)
1 Months + 5
Days (From
Last Payment
Date)
CSI Mngr
Contact Cust
#01
CSI Mngr
Research Ph
Nmbr
01 Month Until
EOL Letter
Letter Sent
01 Mo Left On
Lease Call #01
Left Message
Interested In
Vehicle
Not Interested
Conduct
Appointment
#01
GSM Contact
Cust #01
Issue
Resolved
End Process
Issue Not
Resolved
GSM Contact
Cust #05
Number
Found
Appointment
Not Set
End Process
Issue Resolved
End Process
Issue Not
Resolved
Dealer
Contact Cust
#01
Customer
Phone Call
Completed
Issue
Resolved
End
Process
Modify Client
Phone Nmbr
#01
End Process
3 Mos Left On
Lease Call #04
1 Mo Left On
Lease Call
#02
Phone - Call
Completed
End Schedule
Left Message
1 Mo Left On
Lease Call #03
Phone - Call
Completed
Left Message
End
Schedule
End
Schedule
Car Sold
End Schedule
Car Not Sold
End Schedule
Left Message
GSM Contact
Cust #02
Left Message
Left
Message
End
Schedule
Appointment
Set
Conduct
Appointment
#02
Car Sold
GSM
Contact Cust
#03
End
Schedule
Send Thank
You Card
To-Do
Completed
End
Schedule
Number Not
Found
Next Activity
Car Not Sold
End Process
#01
Appointment
Not Set
Not Satisfied
Bad Number
CSI Mngr
Contact Cust
#01
CSI Mngr
Research Ph
Nmbr
GSM Contact
Cust #04
Issue
Resolved
End Schedule
Issue Not
Resolved
GSM Contact
Cust #05
Number
Found
Number Not
Found
Modify Client
Phone Nmbr
#01
End Schedule
Appointment
Set
Conduct
Appointment
#03
Appointment
Not Set
End
Schedule
Issue Resolved
End
Schedule
Issue Not
Resolved
Dealer
Contact Cust
#01
Customer
Phone Call
Completed
1 Mo Left On
Lease Call #04
Car Sold
End
Schedule
Car Not Sold
End
Schedule
Issue
Resolved
End
Schedule
End
Schedule

Process
New
Process
New
Process
Day
1
1
Activity
Send Thank
You Card
Make Thank
You Call #01
Results
To-Do
Completed
Left Message
Customer
Satisfied
Customer
Dissatisfied
Bad Number
Activity
End Process
Results
Activity
Make Thank
You Call #02
Phone - Call
Completed
Left Message
Next Activity
Issue Resolved
Next Activity
Issue Not
Resolved
GSM To
Contact Cust
#01
New
Process
35
Send CSI
Letter
Send Intro to
Service Letter
Send Sales
Referral Letter
Make Sales
Referral Call
#01
CSI Mngr
Contact Cust
#01
CSI Mng
Research Ph
Nmber #01
Letter Sent
Next Activity
Letter Sent
End Process
Sent
(positive)
Left Message
Next Activity
Received
Referral(s)
Activity
Phone - Call
Completed
Left
Message
Next
Activity
Next
Activity
Issue
Resolved
Next
Activity
Issue Not
Resolved
Dealer to
Contact Cust
#01
Make Thank
You Call
#04
Results
Activity
Issue
Resolved
Next
Activity
Phone Call
Completed
Next
Activity
Next Activity
Number Found
Number Not
Found
1 (After Last
Activity)
4 (After Last
Activity)
30
Make Thank
You Call #03
Results
Make Sales
Referral Call
#02
Send Thank
You Card
Modify Client
Phone Nmber
#01
Next Activity
Phone Call
Completed
End Process
Left Message
Make Sales
Referral Call
#03
To-Do
Completed
Log Prospect in
C M Tool
To-Do
Completed
Phone - Call
Completed
End Process
Left
Message
To-Do
Completed
End Process
End Process
Customer Not
Satisfied
Bad Number
CSI Mngr
Contact Cust
#02
CSI Mngr
Research Ph
Nmber #02
Issue Resolved
End Process
Issue Not
Resolved
GSM Contact
Cust #02
Number Found
Number Not
Found
New
Process
180
Send Check Up
Letter
Letter Sent
Next Activity
185
Make Check
Up Call #01
Bad Number
CSI Mngr
Research Ph
Nmber
Left Message
Customer
Satisfied
Customer Not
Satisfied
New
Process
1 Year from
Deal Date
1 Year from
Send 1st
Anniversary
Letter
Make Check
Make Check
Up Call #03
Number Found
Number Not
Found
Phone - Call
Completed
Left Message
Issue
Resolved
Issue Not
Resolved
End Process
Dealer
Contact Cust
#02
Phone - Call
Completed
Issue
Resolved
End
Process
Modify Client
Phone Number
#02
End Process
Make Sales
Referral Call
#04
Modify Client
Phone Number
#01
End Process
Make Check
Up Call #02
Phone - Call
Completed
Phone - Call
Completed
Left
Message
End Process
Issue
Resolved
End Process
Issue Not
Resolved
Dealer to
Contact Cust
#01
Issue
Resolved
Make
Phone Call
End
End Process
End
Process
End Process
Make Check
Up Call #04
End Process
End Process
CSI Mngr
Contact Cust
#01
Letter Sent
End Process
Bad Number
CSI Mngr
Issue Resolved
End Process
Issue Not
Resolved
GSM Contact
Cust #01
Number Found
Modify Client
End Process
Deal Date + 5
Days
Up Call #01
Research
Nmbr
Left Message
New
Process
2 Years from
Deal Date
2 Years from
Deal Date + 5
Days
Send 2nd
Anniversary
Letter
Make Check
Up Call #01
Satisfied
End Process
Not Satisfied
CSI Mngr
Contact Cust
#03
Letter Sent
End Process
Bad Number
CSI Mngr
Research
Nmbr
Left Message
New
Process
7 Months
(From Last
07 Month Until
EOL Letter
Make Check
Up Call #03
Make Check
Up Call #03
Satisfied
End Process
Not Satisfied
CSI Mngr
Contact Cust
#03
Letter Sent
End Process
Number Not
Found
Phone - Call
Completed
Phone Number
#01
End Process
End Process
Issue Not
Resolved
GSM Contact
Cust #01
Number Not
Found
Phone - Call
Completed
Completed
Process
Left
Message
End Process
Issue
Resolved
End Process
Not
Resolved
Dealer
Contact Cust
#01
Issue
Resolved
Make
Check Up
Call #02
Phone Call
Completed
End
Process
Left
Message
End Process
Issue
Resolved
End Process
Not
Resolved
Dealer
Contact Cust
#01
End Process
Issue Resolved
Number Found
Check Up
Call #02
Modify Client
Phone Number
#01
End Process
End Process
End Process
Issue Resolved
End Process
Issue Not
Resolved
GSM Contact
Cust #01
Issue
Resolved
End Process
New
Process
Payment Date)
5 Months
(From Last
Payment Date)
5 Months + 5
Days (From
Last Payment
Date)
05 Month Until
EOL Letter
Letter Sent
Next Activity
5 Mos Left On
Lease Call #01
Left Message
5 Mos Left
On Lease Call
#02
Interested In
Vehicle
Not Interested
Conduct
Appointment
#01
GSM Contact
Cust #01
Phone - Call
Completed
End Process
Left Message
5 Mos Left On
Lease Call #03
CSI Mngr
Contact Cust
#01
End Process
GSM
Contact Cust
#03
End
Schedule
Left
Message
End Process
Car Not Sold
Send Thank
You Card
#01
To-Do
Completed
End Process
Appointment
Set
Conduct
Appointment
#03
Car Sold
End
Schedule
Car Not
Sold
End Process
Issue
Resolved
End Process
Car Sold
End Schedule
Car Not Sold
End Process
Left Message
GSM Contact
Cust #02
Left
Message
Appointment
Set
Conduct
Appointment
#02
Car Sold
Appointment
Not Set
Not Satisfied
Phone - Call
Completed
Left
Message
GSM Contact
Cust #04
Issue Resolved
End Process
Issue Not
Resolved
GSM Contact
Cust #05
End Process
Appointment
Not Set
End Process
Issue
Resolved
End Process
Issue Not
Resolved
Dealer
Contact Cust
Bad Number
CSI Mngr
Research Ph
Nmbr
Number Found
Number Not
Found
New
Process
3 Months
(From Last
Payment Date)
3 Months + 5
Days (From
Last Payment
Date)
03 Month Until
EOL Letter
Letter Sent
Next Activity
3 Mos Left On
Lease Call #01
Left Message
3 Mos Left
On Lease Call
#02
Interested In
Vehicle
Not Interested
Conduct
Appointment
#01
GSM Contact
Cust #01
Modify Client
Phone Nmbr
#01
End Process
Phone - Call
Completed
End Process
Left Message
3 Mos Left On
Lease Call #03
5 Mos Left
On Lease
Call #04
End Process
GSM
Contact Cust
#03
End
Schedule
Left
Message
End Process
Car Not Sold
Send Thank
You Card
#01
To-Do
Completed
End Process
Appointment
Set
Conduct
Appointment
#03
Car Sold
End
Schedule
Car Not
Sold
End Process
End Schedule
Car Not Sold
End Process
Left Message
GSM Contact
Cust #02
Left
Message
Appointment
Set
Conduct
Appointment
#02
Car Sold
GSM Contact
Cust #04
Appointment
Not Set
Not Satisfied
CSI Mngr
Contact Cust
Issue Resolved
End Process
End
Process
Phone - Call
Completed
Left
Message
Car Sold
Appointment
Not Set
#01
Customer
Phone Call
Completed
End Process
End Process
#01
Issue Not
Resolved
Bad Number
CSI Mngr
Research Ph
Nmbr
Number Found
Number Not
Found
New
Process
2 Months
(Fro m Last
Payment Date)
2 Months + 5
Days (From
Last Payment
Date)
GSM Contact
Cust #05
Modify Client
Phone Nmbr
#01
End Process
Issue
Resolved
End Process
Issue Not
Resolved
Dealer
Contact Cust
#01
Customer
Phone Call
Completed
Issue
Resolved
3 Mos Left
On Lease
Call #04
End
Process
02 Month Until
EOL Letter
Letter Sent
Next Activity
2 Mos Left On
Lease Call #01
Left Message
2 Mos Left
On Lease Call
#02
Phone - Call
Completed
End Process
Left Message
2 Mos Left On
Lease Call #03
Phone - Call
Completed
Left Message
End Process
Car Sold
End Schedule
Car Not Sold
End Process
Left Message
GSM Contact
Cust #02
Left Message
Left
Message
End
Process
Appointment
Set
Conduct
Appointment
#02
Car Sold
GSM
Contact Cust
#03
End
Schedule
Car Not Sold
Send Thank
You Card
#01
To-Do
Completed
End
Process
Appointment
Set
Conduct
Appointment
#03
Car Sold
End
Schedule
Car Not Sold
End
Interested In
Vehicle
Not Interested
Conduct
Appointment
#01
GSM Contact
Cust #01
Appointment
Not Set
GSM Contact
Cust #04
End Process
End Process
Process
Not Satisfied
Bad Number
New
Process
1 Month (From
Last Payment
Date)
1 Months + 5
Days (From
Last Payment
Date)
CSI Mngr
Contact Cust
#01
CSI Mngr
Research Ph
Nmbr
01 Month Until
EOL Letter
Letter Sent
01 Mo Left On
Lease Call #01
Left Message
Interested In
Vehicle
Not Interested
Conduct
Appointment
#01
GSM Contact
Cust #01
Issue
Resolved
End Process
Issue Not
Resolved
GSM Contact
Cust #05
Number
Found
Appointment
Not Set
End Process
Issue Resolved
End Process
Issue Not
Resolved
Dealer
Contact Cust
#01
Customer
Phone Call
Completed
Issue
Resolved
End
Process
Modify Client
Phone Nmbr
#01
End Process
3 Mos Left On
Lease Call #04
1 Mo Left On
Lease Call
#02
Phone - Call
Completed
End Schedule
Left Message
1 Mo Left On
Lease Call #03
Phone - Call
Completed
Left Message
End
Schedule
End
Schedule
Car Sold
End Schedule
Car Not Sold
End Schedule
Left Message
GSM Contact
Cust #02
Left Message
Left
Message
End
Schedule
Appointment
Set
Conduct
Appointment
#02
Car Sold
GSM
Contact Cust
#03
End
Schedule
Send Thank
You Card
To-Do
Completed
End
Schedule
Number Not
Found
Next Activity
Car Not Sold
End Process
#01
Appointment
Not Set
Not Satisfied
Bad Number
CSI Mngr
Contact Cust
#01
CSI Mngr
Research Ph
Nmbr
GSM Contact
Cust #04
Issue
Resolved
End Schedule
Issue Not
Resolved
GSM Contact
Cust #05
Number
Found
Number Not
Found
Modify Client
Phone Nmbr
#01
End Schedule
Appointment
Set
Conduct
Appointment
#03
Appointment
Not Set
End
Schedule
Issue Resolved
End
Schedule
Issue Not
Resolved
Dealer
Contact Cust
#01
Customer
Phone Call
Completed
1 Mo Left On
Lease Call #04
Car Sold
End
Schedule
Car Not Sold
End
Schedule
Issue
Resolved
End
Schedule
End
Schedule

Process
New
Process
New
Process
Day
1
1
Activity
Send Thank
You Card
Make Thank
You Call #01
Results
To-Do
Completed
Left Message
Customer
Satisfied
Customer
Dissatisfied
Bad Number
Activity
End Process
Results
Activity
Make Thank
You Call #02
Phone - Call
Completed
Left Message
Next Activity
Issue Resolved
Next Activity
Issue Not
Resolved
GSM To
Contact Cust
#01
New
Process
35
Send CSI
Letter
Send Intro to
Service Letter
Send Sales
Referral Letter
Make Sales
Referral Call
#01
CSI Mngr
Contact Cust
#01
CSI Mng
Research Ph
Nmber #01
Letter Sent
Next Activity
Letter Sent
End Process
Sent
(positive)
Left Message
Next Activity
Received
Referral(s)
Activity
Phone - Call
Completed
Left
Message
Next
Activity
Next
Activity
Issue
Resolved
Next
Activity
Issue Not
Resolved
Dealer to
Contact Cust
#01
Make Thank
You Call
#04
Results
Activity
Issue
Resolved
Next
Activity
Phone Call
Completed
Next
Activity
Next Activity
Number Found
Number Not
Found
1 (After Last
Activity)
4 (After Last
Activity)
30
Make Thank
You Call #03
Results
Make Sales
Referral Call
#02
Send Thank
You Card
Modify Client
Phone Nmber
#01
Next Activity
Phone Call
Completed
End Process
Left Message
Make Sales
Referral Call
#03
To-Do
Completed
Log Prospect in
C M Tool
To-Do
Completed
Phone - Call
Completed
End Process
Left
Message
To-Do
Completed
End Process
End Process
Customer Not
Satisfied
Bad Number
CSI Mngr
Contact Cust
#02
CSI Mngr
Research Ph
Nmber #02
Issue Resolved
End Process
Issue Not
Resolved
GSM Contact
Cust #02
Number Found
Number Not
Found
New
Process
180
Send Check Up
Letter
Letter Sent
Next Activity
185
Make Check
Up Call #01
Bad Number
CSI Mngr
Research Ph
Nmber
Left Message
Customer
Satisfied
Customer Not
Satisfied
New
Process
1 Year from
Deal Date
1 Year from
Send 1st
Anniversary
Letter
Make Check
Make Check
Up Call # 03
Number Found
Number Not
Found
Phone - Call
Completed
Left Message
Issue
Resolved
Issue Not
Resolved
End Process
Dealer
Contact Cust
#02
Phone - Call
Completed
Issue
Resolved
End
Process
Modify Client
Phone Number
#02
End Process
Make Sales
Referral Call
#04
Modify Client
Phone Number
#01
End Process
Make Check
Up Call #02
Phone - Call
Completed
Phone - Call
Completed
Left
Message
End Process
Issue
Resolved
End Process
Issue Not
Resolved
Dealer to
Contact Cust
#01
Issue
Resolved
Make
Phone Call
End
End Process
End
Process
End Process
Make Check
Up Call #04
End Process
End Process
CSI Mngr
Contact Cust
#01
Letter Sent
End Process
Bad Number
CSI Mngr
Issue Resolved
End Process
Issue Not
Resolved
GSM Contact
Cust #01
Number Found
Modify Client
End Process
Deal Date + 5
Days
Up Call #01
Research
Nmbr
Left Message
New
Process
2 Years from
Deal Date
2 Years from
Deal Date + 5
Days
Send 2nd
Anniversary
Letter
Make Check
Up Call #01
Satisfied
End Process
Not Satisfied
CSI Mngr
Contact Cust
#03
Letter Sent
End Process
Bad Number
CSI Mngr
Research
Nmbr
Left Message
New
Process
2 Years + 6
Months
Send Check Up
Letter
Make Check
Up Call #03
Make Check
Up Call #03
Satisfied
End Process
Not Satisfied
CSI Mngr
Contact Cust
#03
Sent
(positive)
Next Process
Number Not
Found
Phone - Call
Completed
Phone Number
#01
End Process
End Process
Issue Not
Resolved
GSM Contact
Cust #01
Number Not
Found
Phone - Call
Completed
Completed
Process
Left
Message
End Process
Issue
Resolved
End Process
Not
Resolved
Dealer
Contact Cust
#01
Issue
Resolved
Make
Check Up
Call #02
Phone Call
Completed
End
Process
Left
Message
End Process
Issue
Resolved
End Process
Not
Resolved
Dealer
Contact Cust
#01
End Process
Issue Resolved
Number Found
Check Up
Call #02
Modify Client
Phone Number
#01
End Process
End Process
End Process
Issue Resolved
End Process
Issue Not
Resolved
GSM Contact
Cust #01
Issue
Resolved
End Process
2 Years + 6
Months + 5
Days
Make Check
Up Call #01
Bad Number
Left Message
New
Process
New
Process
7 Months
(From Last
Payment Date)
5 Months
(From Last
Payment Date)
5 Months + 5
Days (From
Last Payment
Date)
CSI Mngr
Research
Nmb r
Make Check
Up Call #03
Satisfied
End Process
Not Satisfied
CSI Mngr
Contact Cust
#03
07 Month Until
EOL Letter
Letter Sent
End Process
05 Month Until
EOL Letter
Letter Sent
Next Activity
5 Mos Left On
Lease Call #01
Left Message
5 Mos Left
On Lease Call
#02
Interested In
Vehicle
Not Interested
Conduct
Appointment
#01
GSM Contact
Cust #01
Number Found
Number Not
Found
Phone - Call
Completed
Modify Client
Phone Number
#01
End Process
Make
Check Up
Call #02
Phone Call
Completed
Left
Message
End Process
Issue
Resolved
End Process
Not
Resolved
Dealer
Contact Cust
#01
Phone - Call
Completed
Left
Message
End Process
Left
Message
GSM
Contact Cust
#03
End
Process
End Process
Issue Resolved
End Process
Issue Not
Resolved
GSM Contact
Cust #01
Phone - Call
Completed
End Process
Left Message
5 Mos Left On
Lease Call #03
Car Sold
End Schedule
Car Not Sold
End Process
Left Message
GSM Contact
Cust #02
Issue
Resolved
End Process
Left
Message
End Process
End Process
Appointment
Set
Appointment
Not Set
Not Satisfied
Bad Number
CSI Mngr
Contact Cust
#01
CSI Mngr
Research Ph
Nmbr
3 Months
(From Last
Payment Date)
3 Months + 5
Days (From
Last Payment
Date)
03 Month Until
EOL Letter
Letter Sent
Next Activity
3 Mos Left On
Lease Call #01
Left Message
3 Mos Left
On Lease Call
#02
Interested In
Vehicle
Conduct
Appointment
#01
GSM Contact
Cust #04
Issue Resolved
End Process
Issue Not
Resolved
GSM Contact
Cust #05
Number Found
Number Not
Found
New
Process
Conduct
Appointment
#02
Modify Client
Phone Nmbr
#01
End Process
Phone - Call
Completed
End Process
Left Message
3 Mos Left On
Lease Call #03
Car Sold
End Schedule
Car Not Sold
End Process
Car Sold
End
Schedule
Car Not Sold
Send Thank
You Card
#01
To-Do
Completed
End Process
Appointment
Set
Conduct
Appointment
#03
Car Sold
End
Schedule
Car Not
Sold
End Process
Issue
Resolved
End Process
Appointment
Not Set
End Process
Issue
Resolved
End Process
Issue Not
Resolved
Dealer
Contact Cust
#01
Customer
Phone Call
Completed
5 Mos Left
On Lease
Call #04
Phone - Call
Completed
Left
Message
End Process
End Process
End
Process
Not Interested
GSM Contact
Cust #01
Left Message
GSM Contact
Cust #02
Left
Message
Appointment
Set
Conduct
Appointment
#02
Car Sold
Appointment
Not Set
Not Satisfied
Bad Number
CSI Mngr
Contact Cust
#01
CSI Mngr
Research Ph
Nmbr
Issue Resolved
End Process
Issue Not
Resolved
GSM Contact
Cust #05
Number Found
Number Not
Found
New
Process
2 Months
(From Last
Payment Date)
2 Months + 5
Days (From
Last Payment
Date)
GSM Contact
Cust #04
Modify Client
Phone Nmbr
#01
End Process
02 Month Until
EOL Letter
Letter Sent
Next Activity
2 Mos Left On
Lease Call #01
Left Message
2 Mos Left
On Lease Call
#02
Phone - Call
Completed
End Process
Left Message
2 Mos Left On
Lease Call #03
Phone - Call
Completed
GSM
Contact Cust
#03
End
Schedule
Left
Message
End Process
Car Not Sold
Send Thank
You Card
#01
To-Do
Completed
End Process
Appointment
Set
Conduct
Appointment
#03
Car Sold
End
Schedule
Car Not
Sold
End Process
Issue
Resolved
End Process
Appointment
Not Set
End Process
Issue
Resolved
End Process
Issue Not
Resolved
Dealer
Contact Cust
#01
Customer
Phone Call
Completed
3 Mos Left
On Lease
Call #04
End Process
End
Process
Interested In
Vehicle
Not Interested
Conduct
Appointment
#01
GSM Contact
Cust #01
Bad Number
New
Process
1 Month (From
Last Payment
Date)
1 Months + 5
CSI Mngr
Contact Cust
#01
CSI Mngr
Research Ph
Nmbr
End Process
GSM Contact
Cust #02
Left Message
Left
Message
End
Process
Conduct
Appointment
#02
Car Sold
GSM
Contact Cust
#03
End
Schedule
Car Not Sold
Send Thank
You Card
#01
To-Do
Completed
End
Process
Appointment
Set
Conduct
Appointment
#03
Car Sold
End
Schedule
Car Not Sold
End
Process
Issue
Resolved
End
Process
End Schedule
Car Not Sold
End Process
Left Message
Appointment
Set
Appointment
Not Set
Not Satisfied
Left Message
Car Sold
GSM Contact
Cust #04
Issue
Resolved
End Process
Issue Not
Resolved
GSM Contact
Cust #05
Number
Found
01 Month Until
EOL Letter
Letter Sent
Number Not
Found
Next Activity
01 Mo Left On
Left Message
1 Mo Left On
Appointment
Not Set
End Process
Issue Resolved
End Process
Issue Not
Resolved
Dealer
Contact Cust
#01
Customer
Phone Call
Completed
Modify Client
Phone Nmbr
#01
End Process
3 Mos Left On
Lease Call #04
Phone - Call
End Schedule
End Process
Days (From
Last Payment
Date)
Lease Call #01
Interested In
Vehicle
Not Interested
Conduct
Appointment
#01
GSM Contact
Cust #01
Lease Call
#02
Completed
Left Message
1 Mo Left On
Lease Call #03
Car Sold
End Schedule
Car Not Sold
End Schedule
Left Message
Appointment
Set
Appointment
Not Set
Not Satisfied
Bad Number
CSI Mngr
Contact Cust
#01
CSI Mngr
Research Ph
Nmbr
Phone - Call
Completed
Left Message
End
Schedule
End
Schedule
GSM Contact
Cust #02
Left Message
Left
Message
End
Schedule
Conduct
Appointment
#02
Car Sold
GSM
Contact Cust
#03
End
Schedule
Car Not Sold
Send Thank
You Card
#01
To-Do
Completed
End
Schedule
Appointment
Set
Conduct
Appointment
#03
Car Sold
End
Schedule
Car Not Sold
End
Schedule
Issue
Resolved
End
Schedule
GSM Contact
Cust #04
Issue
Resolved
End Schedule
Issue Not
Resolved
GSM Contact
Cust #05
Number
Found
Modify Client
Phone Nmbr
#01
Appointment
Not Set
End
Schedule
Issue Resolved
End
Schedule
Issue Not
Resolved
Dealer
Contact Cust
#01
Customer
Phone Call
Completed
1 Mo Left On
Lease Call #04
End
Schedule
Number Not
Found
End Schedule

Process
New
Process
New
Process
Day
1
1
Activity
Send Thank
You Card
Make Thank
You Call #01
Results
To-Do
Completed
Left Message
Customer
Satisfied
Customer
Dissatisfied
Bad Number
Activity
End Process
Results
Activity
Make Thank
You Call #02
Phone - Call
Completed
Left Message
Next Activity
Issue Resolved
Next Activity
Issue Not
Resolved
GSM To
Contact Cust
#01
New
Process
35
Send CSI
Letter
Send Intro to
Service Letter
Send Sales
Referral Letter
Make Sales
Referral Call
#01
CSI Mngr
Contact Cust
#01
CSI Mng
Research Ph
Nmber #01
Letter Sent
Next Activity
Letter Sent
End Process
Sent
(positive)
Left Message
Next Activity
Received
Referral(s)
Activity
Phone - Call
Co mpleted
Left
Message
Next
Activity
Next
Activity
Issue
Resolved
Next
Activity
Issue Not
Resolved
Dealer to
Contact Cust
#01
Make Thank
You Call
#04
Results
Activity
Issue
Resolved
Next
Activity
Phone Call
Completed
Next
Activity
Next Activity
Number Found
Number Not
Found
1 (After Last
Activity)
4 (After Last
Activity)
30
Make Thank
You Call #03
Results
Make Sales
Referral Call
#02
Send Thank
You Card
Modify Client
Phone Nmber
#01
Next Activity
Phone Call
Completed
End Process
Left Message
Make Sales
Referral Call
#03
To-Do
Completed
Log Prospect in
C M Tool
To-Do
Completed
Phone - Call
Completed
End Process
Left
Message
To-Do
Completed
End Process
End Process
Customer Not
Satisfied
Bad Number
CSI Mngr
Contact Cust
#02
CSI Mngr
Research Ph
Nmber #02
Issue Resolved
End Process
Issue Not
Resolved
GSM Contact
Cust #02
Number Found
Number Not
Found
New
Process
180
Send Check Up
Letter
Letter Sent
Next Activity
185
Make Check
Up Call #01
Bad Number
CSI Mngr
Research Ph
Nmber
Left Message
Customer
Satisfied
Customer Not
Satisfied
New
Process
1 Year from
Deal Date
1 Year from
Send 1st
Anniversary
Letter
Make Check
Make Check
Up Call #03
Number Found
Number Not
Found
Phone - Call
Completed
Left Message
Issue
Resolved
Issue Not
Resolved
End Process
Dealer
Contact Cust
#02
Phone - Call
Completed
Issue
Resolved
End
Process
Modify Client
Phone Number
#02
End Process
Make Sales
Referral Call
#04
Modify Client
Phone Number
#01
End Process
Make Check
Up Call #02
Phone - Call
Completed
Phone - Call
Completed
Left
Message
End Process
Issue
Resolved
End Process
Issue Not
Resolved
Dealer to
Contact Cust
#01
Issue
Resolved
Make
Phone Call
End
End Process
End
Process
End Process
Make Check
Up Call #04
End Process
End Process
CSI Mngr
Contact Cust
#01
Letter Sent
End Process
Bad Number
CSI Mngr
Issue Resolved
End Process
Issue Not
Resolved
GSM Contact
Cust #01
Number Found
Modify Client
End Process
Deal Date + 5
Days
Up Call #01
Research
Nmbr
Left Message
New
Process
2 Years from
Deal Date
2 Years from
Deal Date + 5
Days
Send 2nd
Anniversary
Letter
Make Check
Up Call #01
Satisfied
End Process
Not Satisfied
CSI Mngr
Contact Cust
#03
Letter Sent
End Process
Bad Number
CSI Mngr
Research
Nmbr
Left Message
New
Process
2 Years + 6
Months
Send Check Up
Letter
Make Check
Up Call #03
Make Check
Up Call #03
Satisfied
End Process
Not Satisfied
CSI Mngr
Contact Cust
#03
Sent
(positive)
Next Process
Number Not
Found
Phone - Call
Completed
Phone Number
#01
End Process
End Process
Issue Not
Resolved
GSM Contact
Cust #01
Number Not
Found
Phone - Call
Completed
Completed
Process
Left
Message
End Process
Issue
Resolved
End Process
Not
Resolved
Dealer
Contact Cust
#01
Issue
Resolved
Make
Check Up
Call #02
Phone Call
Completed
End
Process
Left
Message
End Process
Issue
Resolved
End Process
Not
Resolved
Dealer
Contact Cust
#01
End Process
Issue Resolved
Number Found
Check Up
Call #02
Modify Client
Phone Number
#01
End Process
End Process
End Process
Issue Resolved
End Process
Issue Not
Resolved
GSM Contact
Cust #01
Issue
Resolved
End Process
2 Years + 6
Months + 5
Days
Make Check
Up Call #01
Bad Number
Left Message
New
Process
New
Process
7 Months
(From Last
Payment Date)
3 Years from
Deal Date
3 Years from
Deal Date + 5
Days
CSI Mngr
Research
Nmbr
Make Check
Up Call #03
Satisfied
End Process
Not Satisfied
CSI Mngr
Contact Cust
#03
07 Month Until
EOL Letter
Letter Sent
End Process
Send 3rd
Anniversary
Letter
Make Check
Up Call #01
Letter Sent
End Process
Bad Number
CSI Mngr
Research
Nmbr
Left Message
Make Check
Up Call #03
Satisfied
End Process
Not Satisfied
CSI Mngr
Contact Cust
#03
Number Found
Number Not
Found
Phone - Call
Completed
Modify Client
Phone Number
#01
End Process
End Process
Issue Not
Resolved
GSM Contact
Cust #01
Number Not
Found
Phone - Call
Completed
Phone Call
Completed
End
Process
Left
Message
End Process
Issue
Resolved
End Process
Not
Resolved
Dealer
Contact Cust
#01
Issue
Resolved
Make
Check Up
Call #02
Phone Call
Completed
End
Process
Left
Message
End Process
Issue
Resolved
End Process
Not
Dealer
End Process
Issue Resolved
Number Found
Make
Check Up
Call #02
Modify Client
Phone Number
#01
End Process
End Process
End Process
Issue Resolved
End Process
Issue Not
Resolved
GSM Contact
Cust #01
Issue
End Process
New
Process
5 Months
(From Last
Payment Date)
5 Months + 5
Days (From
Last Payment
Date)
05 Month Until
EOL Letter
Letter Sent
Next Activity
5 Mos Left On
Lease Call #01
Left Message
5 Mos Left
On Lease Call
#02
Interested In
Vehicle
Not Interested
Conduct
Appointment
#01
GSM Contact
Cust #01
Phone - Call
Completed
End Process
Left Message
5 Mos Left On
Lease Call #03
CSI Mngr
Contact Cust
#01
Contact Cust
#01
Phone - Call
Completed
Left
Message
End Process
GSM
Contact Cust
#03
End
Schedule
Left
Message
End Process
Car Not Sold
Send Thank
You Card
#01
To-Do
Completed
End Process
Appointment
Set
Conduct
Appointment
#03
Car Sold
End
Schedule
Car Not
Sold
End Process
Issue
End Process
Car Sold
End Schedule
Car Not Sold
End Process
Left Message
GSM Contact
Cust #02
Left
Message
Appointment
Set
Conduct
Appointment
#02
Car Sold
Appointment
Not Set
Not Satisfied
Resolved
GSM Contact
Cust #04
Issue Resolved
End Process
Issue Not
Resolved
GSM Contact
Cust #05
Resolved
End Process
Appointment
Not Set
End Process
Issue
Resolved
End Process
Issue Not
Dealer
Resolved
Bad Number
CSI Mngr
Research Ph
Nmbr
Number Found
Number Not
Found
New
Process
3 Months
(From Last
Payment Date)
3 Months + 5
Days (From
Last Payment
Date)
03 Month Until
EOL Letter
Letter Sent
Next Activity
3 Mos Left On
Lease Call #01
Left Message
3 Mos Left
On Lease Call
#02
Interested In
Vehicle
Not Interested
Conduct
Appointment
#01
GSM Contact
Cust #01
Modify Client
Phone Nmbr
#01
End Process
Phone - Call
Completed
End Process
Left Message
3 Mos Left On
Lease Call #03
5 Mos Left
On Lease
Call #04
GSM
Contact Cust
#03
End
Schedule
Left
Message
End Process
Car Not Sold
Send Thank
You Card
#01
To-Do
Completed
End Process
Appointment
Set
Conduct
Appointment
#03
Car Sold
End
Schedule
Car Not
Sold
End Process
Car Not Sold
End Process
Left Message
GSM Contact
Cust #02
Left
Message
Appointment
Set
Conduct
Appointment
#02
Car Sold
Appointment
Not Set
Not Satisfied
CSI Mngr
Issue Resolved
End Process
End
Process
End Process
End Schedule
GSM Contact
Cust #04
Resolved
Phone - Call
Completed
Left
Message
Car Sold
Appointment
Not Set
Contact Cust
#01
Customer
Phone Call
Completed
End Process
End Process
Contact Cust
#01
Issue Not
Resolved
Bad Number
CSI Mngr
Research Ph
Nmbr
Number Found
Number Not
Found
New
Process
2 Months
(From Last
Payment Date)
2 Months + 5
Days (From
Last Payment
Date)
GSM Contact
Cust #05
Modify Client
Phone Nmbr
#01
End Process
Issue
Resolved
End Process
Issue Not
Resolved
Dealer
Contact Cust
#01
Customer
Phone Call
Completed
Issue
Resolved
3 Mos Left
On Lease
Call #04
End
Process
02 Month Until
EOL Letter
Letter Sent
Next Activity
2 Mos Left On
Lease Call #01
Left Message
2 Mos Left
On Lease Call
#02
Phone - Call
Completed
End Process
Left Message
2 Mos Left On
Lease Call #03
Phone - Call
Completed
Left Message
End Process
Car Sold
End Schedule
Car Not Sold
End Process
Left Message
GSM Contact
Cust #02
Left Message
Left
Message
End
Process
Appointment
Set
Conduct
Appointment
#02
Car Sold
GSM
Contact Cust
#03
End
Schedule
Car Not Sold
Send Thank
You Card
#01
To-Do
Completed
End
Process
Appointment
Set
Conduct
Appointment
#03
Car Sold
End
Schedule
Interested In
Vehicle
Not Interested
Conduct
Appointment
#01
GSM Contact
Cust #01
Appointment
Not Set
GSM Contact
Cust #04
End Process
End Process
Not Satisfied
Bad Number
New
Process
1 Month (From
Last Payment
Date)
1 Months + 5
Days (From
Last Payment
Date)
CSI Mngr
Contact Cust
#01
CSI Mngr
Research Ph
Nmbr
01 Month Until
EOL Letter
Letter Sent
01 Mo Left On
Lease Call #01
Left Message
Interested In
Vehicle
Not Interested
Conduct
Appointment
#01
GSM Contact
Cust #01
Issue
Resolved
End Process
Issue Not
Resolved
GSM Contact
Cust #05
Number
Found
Appointment
Not Set
End Process
Issue Resolved
End Process
Issue Not
Resolved
Dealer
Contact Cust
#01
Customer
Phone Call
Completed
Car Not Sold
End
Process
Issue
Resolved
End
Process
Modify Client
Phone Nmbr
#01
End Process
3 Mos Left On
Lease Call #04
1 Mo Left On
Lease Call
#02
Phone - Call
Completed
End Schedule
Left Message
1 Mo Left On
Lease Call #03
Phone - Call
Completed
Left Message
End
Schedule
End
Schedule
Car Sold
End Schedule
Car Not Sold
End Schedule
Left Message
GSM Contact
Cust #02
Left Message
Left
Message
End
Schedule
Appointment
Set
Conduct
Appointment
#02
Car Sold
GSM
Contact Cust
#03
End
Schedule
Send Thank
To-Do
End
Number Not
Found
Next Activity
Car Not Sold
End Process
Appointment
Not Set
Not Satisfied
Bad Number
CSI Mngr
Contact Cust
#01
CSI Mngr
Research Ph
Nmbr
GSM Contact
Cust #04
Issue
Resolved
End Schedule
Issue Not
Resolved
GSM Contact
Cust #05
Number
Found
Number Not
Found
Modify Client
Phone Nmbr
#01
End Schedule
Appointment
Set
You Card
#01
Completed
Schedule
Conduct
Appointment
#03
Car Sold
End
Schedule
Car Not Sold
End
Schedule
Issue
Resolved
End
Schedule
Appointment
Not Set
End
Schedule
Issue Resolved
End
Schedule
Issue Not
Resolved
Dealer
Contact Cust
#01
Customer
Phone Call
Completed
1 Mo Left On
Lease Call #04
End
Schedule

Process
New
Process
New
Process
Day
1
1
Activity
Send Thank
You Card
Make Thank
You Call #01
Results
To-Do
Completed
Left Message
Customer
Satisfied
Customer
Dissatisfied
Bad Number
Activity
End Process
Results
Activity
Make Thank
You Call #02
Phone - Call
Completed
Left Message
Next Activity
Issue Resolved
Next Activity
Issue Not
Resolved
GSM To
Contact Cust
#01
New
Process
35
Send CSI
Letter
Send Intro to
Service Letter
Send Sales
Referral Letter
Make Sales
Referral Call
#01
CSI Mngr
Contact Cust
#01
CSI Mng
Research Ph
Nmber #01
Letter Sent
Next Activity
Letter Sent
End Process
Sent
(positive)
Left Message
Next Activity
Received
Referral(s)
Activity
Phone - Call
Completed
Left
Message
Next
Activity
Next
Activity
Issue
Resolved
Next
Activity
Issue Not
Resolved
Dealer to
Contact Cust
#01
Make Thank
You Call
#04
Results
Activity
Issue
Resolved
Next
Activity
Phone Call
Completed
Next
Activity
Next Activity
Number Found
Number Not
Found
1 (After Last
Activity)
4 (After Last
Activity)
30
Make Thank
You Call #03
Results
Make Sales
Referral Call
#02
Send Thank
You Card
Modify Client
Phone Nmber
#01
Next Activity
Phone Call
Completed
End Process
Left Message
Make Sales
Referral Call
#03
To-Do
Completed
Log Prospect in
C M Tool
To-Do
Completed
Phone - Call
Completed
End Process
Left
Message
To-Do
Completed
End Process
End Process
Customer Not
Satisfied
Bad Number
CSI Mngr
Contact Cust
#02
CSI Mngr
Research Ph
Nmber #02
Issue Resolved
End Process
Issue Not
Resolved
GSM Contact
Cust #02
Number Found
Number Not
Found
New
Process
180
Send Check Up
Letter
Letter Sent
Next Activity
185
Make Check
Up Call #01
Bad Number
CSI Mngr
Research Ph
Nmber
Left Message
Customer
Satisfied
Customer Not
Satisfied
New
Process
1 Year from
Deal Date
1 Year from
Send 1st
Anniversary
Letter
Make Check
Make Check
Up Call #03
Number Found
Number Not
Found
Phone - Call
Completed
Left Message
Issue
Resolved
Issue Not
Resolved
End Process
Dealer
Contact Cust
#02
Phone - Call
Completed
Issue
Resolved
End
Process
Modify Client
Phone Number
#02
End Process
Make Sales
Referral Call
#04
Modify Client
Phone Number
#01
End Process
Make Check
Up Call #02
Phone - Call
Completed
Phone - Call
Completed
Left
Message
End Process
Issue
Resolved
End Process
Issue Not
Resolved
Dealer to
Contact Cust
#01
Issue
Resolved
Make
Phone Call
End
End Process
End
Process
End Process
Make Check
Up Call #04
End Process
End Process
CSI Mngr
Contact Cust
#01
Letter Sent
End Process
Bad Number
CSI Mngr
Issue Resolved
End Process
Issue Not
Resolved
GSM Contact
Cust #01
Number Found
Modify Client
End Process
Deal Date + 5
Days
Up Call #01
Research
Nmbr
Left Message
New
Process
2 Years from
Deal Date
2 Years from
Deal Date + 5
Days
Send 2nd
Anniversary
Letter
Make Check
Up Call #01
Satisfied
End Process
Not Satisfied
CSI Mngr
Contact Cust
#03
Letter Sent
End Process
Bad Number
CSI Mngr
Research
Nmbr
Left Message
New
Process
2 Years + 6
Months
Send Check Up
Letter
Make Check
Up Call #03
Make Check
Up Call #03
Satisfied
End Process
Not Satisfied
CSI Mngr
Contact Cust
#03
Sent
(positive)
Next Process
Number Not
Found
Phone - Call
Completed
Phone Number
#01
End Process
End Process
Issue Not
Resolved
GSM Contact
Cust #01
Number Not
Found
Phone - Call
Completed
Completed
Process
Left
Message
End Process
Issue
Resolved
End Process
Not
Resolved
Dealer
Contact Cust
#01
Issue
Resolved
Make
Check Up
Call #02
Phone Call
Completed
End
Process
Left
Message
End Process
Issue
Resolved
End Process
Not
Resolved
Dealer
Contact Cust
#01
End Process
Issue Resolved
Number Found
Check Up
Call #02
Modify Client
Phone Number
#01
End Process
End Process
End Process
Issue Resolved
End Process
Issue Not
Resolved
GSM Contact
Cust #01
Issue
Resolved
End Process
2 Years + 6
Months + 5
Days
Make Check
Up Call #01
Bad Number
Left Message
New
Process
3 Years from
Deal Date
3 Years from
Deal Date + 5
Days
Send 3rd
Anniversary
Letter
Make Check
Up Call #01
CSI Mngr
Research
Nmbr
Make Check
Up Call #03
Satisfied
End Process
Not Satisfied
CSI Mngr
Contact Cust
#03
Letter Sent
End Process
Bad Number
CSI Mngr
Research
Nmbr
Left Message
Make Check
Up Call #03
Satisfied
End Process
Not Satisfied
CSI Mngr
Contact Cust
#03
Number Found
Number Not
Found
Phone - Call
Completed
Modify Client
Phone Number
#01
End Process
End Process
Issue Not
Resolved
GSM Contact
Cust #01
Number Not
Found
Phone - Call
Completed
Phone Call
Completed
End
Process
Left
Message
End Process
Issue
Resolved
End Process
Not
Resolved
Dealer
Contact Cust
#01
Issue
Resolved
Make
Check Up
Call #02
Phone Call
Completed
End
Process
Left
Message
End Process
Issue
Resolved
End Process
Not
Resolved
Dealer
Contact Cust
#01
End Process
Issue Resolved
Number Found
Make
Check Up
Call #02
Modify Client
Phone Number
#01
End Process
End Process
End Process
Issue Resolved
End Process
Issue Not
Resolved
GSM Contact
Cust #01
Issue
Resolved
End Process
New
Process
New
Process
7 Months
(From Last
Payment Date)
3 Years + 6
Months
3 Years + 6
Months + 5
Days
07 Month Until
EOL Letter
Letter Sent
End Process
Send Check Up
Letter
Make Check
Up Call #01
Sent
(positive)
Bad Number
Next Process
Left Message
New
Process
5 Months
(From Last
Payment Date)
5 Months + 5
Days (From
Last Payment
Date)
CSI Mngr
Research
Nmbr
Make Check
Up Call #03
Satisfied
End Process
Not Satisfied
CSI Mngr
Contact Cust
#03
05 Month Until
EOL Letter
Letter Sent
Next Activity
5 Mos Left On
Lease Call #01
Left Message
5 Mos Left
On Lease Call
#02
Interested In
Vehicle
Conduct
Appointment
#01
Number Found
Number Not
Found
Phone - Call
Completed
Modify Client
Phone Number
#01
End Process
Make
Check Up
Call #02
Phone Call
Completed
Left
Message
End Process
Issue
Resolved
End Process
Not
Resolved
Dealer
Contact Cust
#01
Phone - Call
Completed
Left
Message
End Process
End
Process
End Process
Issue Resolved
End Process
Issue Not
Resolved
GSM Contact
Cust #01
Phone - Call
Completed
End Process
Left Message
5 Mos Left On
Lease Call #03
Car Sold
End Schedule
Car Not Sold
End Process
End Process
Issue
Resolved
End Process
Not Interested
GSM Contact
Cust #01
Left Message
GSM Contact
Cust #02
Left
Message
Appointment
Set
Conduct
Appointment
#02
Car Sold
Appointment
Not Set
Not Satisfied
Bad Number
CSI Mngr
Contact Cust
#01
CSI Mngr
Research Ph
Nmbr
Issue Resolved
End Process
Issue Not
Resolved
GSM Contact
Cust #05
Number Found
Number Not
Found
New
Process
3 Months
(From Last
Payment Date)
3 Months + 5
Days (From
Last Payment
Date)
03 Month Until
EOL Letter
Letter Sent
Next Activity
3 Mos Left On
Lease Call #01
Left Message
3 Mos Left
On Lease Call
#02
Interested In
Conduct
GSM Contact
Cust #04
Modify Client
Phone Nmbr
#01
End Process
Phone - Call
Completed
End Process
Left Message
3 Mos Left On
Lease Call #03
Car Sold
End Schedule
GSM
Contact Cust
#03
End
Schedule
Left
Message
End Process
Car Not Sold
Send Thank
You Card
#01
To-Do
Completed
End Process
Appointment
Set
Conduct
Appointment
#03
Car Sold
End
Schedule
Car Not
Sold
End Process
Issue
Resolved
End Process
Appointment
Not Set
End Process
Issue
Resolved
End Process
Issue Not
Resolved
Dealer
Contact Cust
#01
Customer
Phone Call
Completed
5 Mos Left
On Lease
Call #04
Phone - Call
Completed
Left
Message
End Process
End Process
End
Process
Vehicle
Not Interested
Appointment
#01
GSM Contact
Cust #01
Car Not Sold
End Process
Left Message
GSM Contact
Cust #02
Left
Message
Appointment
Set
Conduct
Appointment
#02
Car Sold
Appointment
Not Set
Not Satisfied
Bad Number
CSI Mngr
Contact Cust
#01
CSI Mngr
Research Ph
Nmbr
Issue Resolved
End Process
Issue Not
Resolved
GSM Contact
Cust #05
Number Found
Number Not
Found
New
Process
2 Months
(From Last
Payment Date)
2 Months + 5
Days (From
Last Payment
Date)
02 Month Until
EOL Letter
Letter Sent
Next Activity
2 Mos Left On
Lease Call #01
Left Message
2 Mos Left
On Lease Call
#02
GSM Contact
Cust #04
Phone - Call
Completed
Modify Client
Phone Nmbr
#01
End Process
End Process
GSM
Contact Cust
#03
End
Schedule
Left
Message
End Process
Car Not Sold
Send Thank
You Card
#01
To-Do
Completed
End Process
Appointment
Set
Conduct
Appointment
#03
Car Sold
End
Schedule
Car Not
Sold
End Process
Issue
Resolved
End Process
Appointment
Not Set
End Process
Issue
Resolved
End Process
Issue Not
Resolved
Dealer
Contact Cust
#01
Customer
Phone Call
Completed
3 Mos Left
On Lease
Call #04
End
Process
Interested In
Vehicle
Not Interested
Conduct
Appointment
#01
GSM Contact
Cust #01
Left Message
2 Mos Le ft On
Lease Call #03
Car Sold
End Schedule
Car Not Sold
End Process
Left Message
Appointment
Set
Appointment
Not Set
Not Satisfied
Bad Number
New
Process
1 Month (From
Last Payment
01 Month Until
EOL Letter
CSI Mngr
Contact Cust
#01
CSI Mngr
Research Ph
Nmbr
Letter Sent
Phone - Call
Completed
Left Message
End Process
GSM Contact
Cust #02
Left Message
Left
Message
End
Process
Conduct
Appointment
#02
Car Sold
GSM
Contact Cust
#03
End
Schedule
Car Not Sold
Send Thank
You Card
#01
To-Do
Completed
End
Process
Appointment
Set
Conduct
Appointment
#03
Car Sold
End
Schedule
Car Not Sold
End
Process
Issue
Resolved
End
Process
GSM Contact
Cust #04
Issue
Resolved
End Process
Issue Not
Resolved
GSM Contact
Cust #05
Number
Found
Number Not
Found
Next Activity
Modify Client
Phone Nmbr
#01
End Process
End Process
Appointment
Not Set
End Process
Issue Resolved
End Process
Issue Not
Resolved
Dealer
Contact Cust
#01
Customer
Phone Call
Completed
3 Mos Left On
Lease Call #04
End Process
Date)
1 Months + 5
Days (From
Last Payment
Date)
01 Mo Left On
Lease Call #01
Interested In
Vehicle
Not Interested
Left Message
Conduct
Appointment
#01
GSM Contact
Cust #01
1 Mo Left On
Lease Call
#02
Phone - Call
Completed
End Schedule
Left Message
1 Mo Left On
Lease Call #03
Phone - Call
Completed
Left Message
End
Schedule
End
Schedule
Car Sold
End Schedule
Car Not Sold
End Schedule
Left Message
GSM Contact
Cust #02
Left Message
Left
Message
End
Schedule
Appointment
Set
Conduct
Appointment
#02
Car Sold
GSM
Contact Cust
#03
End
Schedule
Car Not Sold
Send Thank
You Card
#01
To-Do
Completed
End
Schedule
Appointment
Set
Conduct
Appointment
#03
Car Sold
End
Schedule
Car Not Sold
End
Schedule
Issue
Resolved
End
Schedule
Appointment
Not Set
Not Satisfied
Bad Number
CSI Mngr
Contact Cust
#01
CSI Mngr
GSM Contact
Cust #04
Issue
Resolved
End Schedule
Issue Not
Resolved
GSM Contact
Cust #05
Number
Modify Client
Appointment
Not Set
End
Schedule
Issue Resolved
End
Schedule
Issue Not
Resolved
Dealer
Contact Cust
#01
Customer
Phone Call
1 Mo Left On
End
Research Ph
Nmbr
Found
Number Not
Found
Phone Nmbr
#01
End Schedule
Lease Call #04
Completed
Schedule

Process
New
Process
New
Process
Day
1
1
Activity
Send Thank
You Card
Make Thank
You Call #01
Results
To-Do
Completed
Left Message
Customer
Satisfied
Customer
Dissatisfied
Bad Number
Activity
End Process
Results
Activity
Make Thank
You Call #02
Phone - Call
Completed
Left Message
Next Activity
Issue Resolved
Next Activity
Issue Not
Resolved
GSM To
Contact Cust
#01
New
Process
35
Send CSI
Letter
Send Intro to
Service Letter
Send Sales
Referral Letter
Make Sales
Referral Call
#01
CSI Mngr
Contact Cust
#01
CSI Mng
Research Ph
Nmber #01
Letter Sent
Next Activity
Letter Sent
End Process
Sent
(positive)
Left Message
Next Activity
Received
Referral(s)
Activity
Phone - Call
Completed
Left
Message
Next
Activity
Next
Activity
Issue
Resolved
Next
Activity
Issue Not
Resolved
Dealer to
Contact Cust
#01
Make Thank
You Call
#04
Results
Activity
Issue
Resolved
Next
Activity
Phone Call
Completed
Next
Activity
Next Activity
Number Found
Number Not
Found
1 (After Last
Activity)
4 (After Last
Activity)
30
Make Thank
You Call #03
Results
Make Sales
Referral Call
#02
Send Thank
You Card
Modify Client
Phone Nmber
#01
Next Activity
Phone Call
Completed
End Process
Left Message
Make Sales
Referral Call
#03
To-Do
Completed
Log Prospect in
C M Tool
To-Do
Completed
Phone - Call
Completed
End Process
Left
Message
To-Do
Completed
End Process
End Process
Customer Not
Satisfied
Bad Number
CSI Mngr
Contact Cust
#02
CSI Mngr
Research Ph
Nmber #02
Issue Resolved
End Process
Issue Not
Resolved
GSM Contact
Cust #02
Number Found
Number Not
Found
New
Process
180
Send Check Up
Letter
Letter Sent
Ne xt Activity
185
Make Check
Up Call #01
Bad Number
CSI Mngr
Research Ph
Nmber
Left Message
Customer
Satisfied
Customer Not
Satisfied
New
Process
1 Year from
Deal Date
1 Year from
Send 1st
Anniversary
Letter
Make Check
Make Check
Up Call #03
Number Found
Number Not
Found
Phone - Call
Completed
Left Message
Issue
Resolved
Issue Not
Resolved
End Process
Dealer
Contact Cust
#02
Phone - Call
Completed
Issue
Resolved
End
Process
Modify Client
Phone Number
#02
End Process
Make Sales
Referral Call
#04
Modify Client
Phone Number
#01
End Process
Make Check
Up Call #02
Phone - Call
Completed
Phone - Call
Completed
Left
Message
End Process
Issue
Resolved
End Process
Issue Not
Resolved
Dealer to
Contact Cust
#01
Issue
Resolved
Make
Phone Call
End
End Process
End
Process
End Process
Make Check
Up Call #04
End Process
End Process
CSI Mngr
Contact Cust
#01
Letter Sent
End Process
Bad Number
CSI Mngr
Issue Resolved
End Process
Issue Not
Resolved
GSM Contact
Cust #01
Number Found
Modify Client
End Process
Deal Date + 5
Days
Up Call #01
Research
Nmbr
Left Message
New
Process
2 Years from
Deal Date
2 Years fro m
Deal Date + 5
Days
Send 2nd
Anniversary
Letter
Make Check
Up Call #01
Satisfied
End Process
Not Satisfied
CSI Mngr
Contact Cust
#03
Letter Sent
End Process
Bad Number
CSI Mngr
Research
Nmbr
Left Message
New
Process
2 Years + 6
Months
Send Check Up
Letter
Make Check
Up Call #03
Make Check
Up Call #03
Satisfied
End Process
Not Satisfied
CSI Mngr
Contact Cust
#03
Sent
(positive)
Next Process
Number Not
Found
Phone - Call
Completed
Phone Number
#01
End Process
End Process
Issue Not
Resolved
GSM Contact
Cust #01
Number Not
Found
Phone - Call
Completed
Completed
Process
Left
Message
End Process
Issue
Resolved
End Process
Not
Resolved
Dealer
Contact Cust
#01
Issue
Resolved
Make
Check Up
Call #02
Phone Call
Completed
End
Process
Left
Message
End Process
Issue
Resolved
End Process
Not
Resolved
Dealer
Contact Cust
#01
End Process
Issue Resolved
Number Found
Check Up
Call #02
Modify Client
Phone Number
#01
End Process
End Process
End Process
Issue Resolved
End Process
Issue Not
Resolved
GSM Contact
Cust #01
Issue
Resolved
End Process
2 Years + 6
Months + 5
Days
Make Check
Up Call #01
Bad Number
Left Message
New
Process
3 Years from
Deal Date
3 Years from
Deal Date + 5
Days
Send 3rd
Anniversary
Letter
Make Check
Up Call #01
3 Years + 6
Send Check Up
Make Check
Up Call #03
Satisfied
End Process
Not Satisfied
CSI Mngr
Contact Cust
#03
Letter Sent
End Process
Bad Number
CSI Mngr
Research
Nmbr
Left Message
New
CSI Mngr
Research
Nmbr
Make Check
Up Call #03
Satisfied
End Process
Not Satisfied
CSI Mngr
Contact Cust
#03
Sent
Next Process
Number Found
Number Not
Found
Phone - Call
Completed
Modify Client
Phone Number
#01
End Process
End Process
Issue Not
Resolved
GSM Contact
Cust #01
Number Not
Found
Phone - Call
Completed
Phone Call
Completed
End
Process
Left
Message
End Process
Issue
Resolved
End Process
Not
Resolved
Dealer
Contact Cust
#01
Issue
Resolved
Make
Check Up
Call #02
Phone Call
Completed
End
Process
Left
Message
End Process
Issue
Resolved
End Process
Not
Resolved
Dealer
Contact Cust
#01
End Process
Issue Resolved
Number Found
Make
Check Up
Call #02
Modify Client
Phone Number
#01
End Process
End Process
End Process
Issue Resolved
End Process
Issue Not
Resolved
GSM Contact
Cust #01
Issue
Resolved
End Process
Process
Months
3 Years + 6
Months + 5
Days
Letter
Make Check
Up Call #01
(positive)
Bad Number
Left Message
New
Process
New
Process
7 Months
(From Last
Payment Date)
4 Years from
Deal Date
4 Years from
Deal Date + 5
Days
CSI Mngr
Research
Nmbr
Make Check
Up Call #03
Satisfied
End Process
Not Satisfied
CSI Mngr
Contact Cust
#03
07 Month Until
EOL Letter
Letter Sent
End Process
Send 4th
Anniversary
Letter
Make Check
Up Call #01
Letter Sent
End Process
Bad Number
CSI Mngr
Research
Nmbr
Left Message
Make Check
Up Call #03
Satisfied
End Process
Not Satisfied
CSI Mngr
Contact Cust
#03
Number Found
Number Not
Found
Phone - Call
Completed
Modify Client
Phone Number
#01
End Process
End Process
Issue Not
Resolved
GSM Contact
Cust #01
Number Not
Found
Phone - Call
Completed
Phone Call
Completed
End
Process
Left
Message
End Process
Issue
Resolved
End Process
Not
Resolved
Dealer
Contact Cust
#01
Issue
Resolved
Make
Check Up
Call #02
Phone Call
Completed
End
Process
Left
Message
End Process
Issue
Resolved
End Process
End Process
Issue Resolved
Number Found
Make
Check Up
Call #02
Modify Client
Phone Number
#01
End Process
End Process
Issue Resolved
End Process
Issue Not
Resolved
GSM Contact
Cust #01
End Process
New
Process
5 Months
(From Last
Payment Date)
5 Months + 5
Days (From
Last Payment
Date)
05 Month Until
EOL Letter
Letter Sent
Next Activity
5 Mos Left On
Lease Call #01
Left Message
5 Mos Left
On Lease Call
#02
Interested In
Vehicle
Not Interested
Conduct
Appointment
#01
GSM Contact
Cust #01
Phone - Call
Completed
End Process
Left Message
5 Mos Left On
Lease Call #03
CSI Mngr
Contact Cust
#01
Dealer
Contact Cust
#01
Issue
Resolved
End Process
Phone - Call
Completed
Left
Message
End Process
GSM
Contact Cust
#03
End
Schedule
Left
Message
End Process
Car Not Sold
Send Thank
You Card
#01
To-Do
Completed
End Process
Appointment
Set
Conduct
Appointment
#03
Car Sold
End
Schedule
Car Not
Sold
End Process
Car Sold
End Schedule
Car Not Sold
End Process
Left Message
GSM Contact
Cust #02
Left
Message
Appointment
Set
Conduct
Appointment
#02
Car Sold
Appointment
Not Set
Not Satisfied
Not
Resolved
GSM Contact
Cust #04
Issue Resolved
End Process
Issue Not
Resolved
GSM Contact
Cust #05
End Process
Appointment
Not Set
End Process
Issue
Resolved
End Process
Issue Not
Resolved
Bad Number
CSI Mngr
Research Ph
Nmbr
Number Found
Number Not
Found
New
Process
3 Months
(From Last
Payment Date)
3 Months + 5
Days (From
Last Payment
Date)
03 Month Until
EOL Letter
Letter Sent
Next Activity
3 Mos Left On
Lease Call #01
Left Message
3 Mos Left
On Lease Call
#02
Interested In
Vehicle
Not Interested
Conduct
Appointment
#01
GSM Contact
Cust #01
Modify Client
Phone Nmbr
#01
End Process
Phone - Call
Completed
End Process
Left Message
3 Mos Left On
Lease Call #03
5 Mos Left
On Lease
Call #04
End Process
End
Process
End Process
GSM
Contact Cust
#03
End
Schedule
Left
Message
End Process
Car Not Sold
Send Thank
You Card
#01
To-Do
Completed
End Process
Appointment
Set
Conduct
Appointment
#03
Car Sold
End
Schedule
Car Not
Sold
End Process
End Schedule
Car Not Sold
End Process
Left Message
GSM Contact
Cust #02
Left
Message
Appointment
Set
Conduct
Appointment
#02
Car Sold
GSM Contact
Cust #04
Issue
Resolved
Phone - Call
Completed
Left
Message
Car Sold
Appointment
Not Set
Dealer
Contact Cust
#01
Customer
Phone Call
Completed
Appointment
Not Set
End Process
End Process
Not Satisfied
Bad Number
CSI Mngr
Contact Cust
#01
CSI Mngr
Research Ph
Nmbr
Issue Resolved
End Process
Issue Not
Resolved
GSM Contact
Cust #05
Number Found
Number Not
Found
New
Process
2 Months
(From Last
Payment Date)
2 Months + 5
Days (From
Last Payment
Date)
Modify Client
Phone Nmbr
#01
End Process
Issue
Resolved
End Process
Issue Not
Resolved
Dealer
Contact Cust
#01
Customer
Phone Call
Completed
Issue
Resolved
3 Mos Left
On Lease
Call #04
End
Process
02 Month Until
EOL Letter
Letter Sent
Next Activity
2 Mos Left On
Lease Call #01
Left Message
2 Mos Left
On Lease Call
#02
Phone - Call
Completed
End Process
Left Message
2 Mos Left On
Lease Call #03
Phone - Call
Completed
Left Message
End Process
Car Sold
End Schedule
Car Not Sold
End Process
Left Message
GSM Contact
Cust #02
Left Message
Left
Message
End
Process
Appointment
Set
Conduct
Appointment
#02
Car Sold
GSM
Contact Cust
#03
End
Schedule
Car Not Sold
Send Thank
You Card
#01
To-Do
Completed
End
Process
Appointment
Set
Conduct
Appointment
#03
Car Sold
End
Schedule
Interested In
Vehicle
Not Interested
Conduct
Appointment
#01
GSM Contact
Cust #01
Appointment
Not Set
GSM Contact
Cust #04
End Process
End Process
Not Satisfied
Bad Number
New
Process
1 Month (From
Last Payment
Date)
1 Months + 5
Days (From
Last Payment
Date)
CSI Mngr
Contact Cust
#01
CSI Mngr
Research Ph
Nmbr
01 Month Until
EOL Letter
Letter Sent
01 Mo Left On
Lease Call #01
Left Message
Interested In
Vehicle
Not Interested
Conduct
Appointment
#01
GSM Contact
Cust #01
Issue
Resolved
End Process
Issue Not
Resolved
GSM Contact
Cust #05
Number
Found
Appointment
Not Set
End Process
Issue Resolved
End Process
Issue Not
Resolved
Dealer
Contact Cust
#01
Customer
Phone Call
Completed
Car Not Sold
End
Process
Issue
Resolved
End
Process
Modify Client
Phone Nmbr
#01
End Process
3 Mos Left On
Lease Call #04
1 Mo Left On
Lease Call
#02
Phone - Call
Completed
End Schedule
Left Message
1 Mo Left On
Lease Call #03
Phone - Call
Completed
Left Message
End
Schedule
End
Schedule
Car Sold
End Schedule
Car Not Sold
End Schedule
Left Message
GSM Contact
Cust #02
Left Message
Left
Message
End
Schedule
Appointment
Set
Conduct
Appointment
#02
Car Sold
GSM
Contact Cust
#03
End
Schedule
Send Thank
To-Do
End
Number Not
Found
Next Activity
Car Not Sold
End Process
Appointment
Not Set
Not Satisfied
Bad Number
CSI Mngr
Contact Cust
#01
CSI Mngr
Research Ph
Nmbr
GSM Contact
Cust #04
Issue
Resolved
End Schedule
Issue Not
Resolved
GSM Contact
Cust #05
Number
Found
Number Not
Found
Modify Client
Phone Nmbr
#01
End Schedule
Appointment
Set
You Card
#01
Completed
Schedule
Conduct
Appointment
#03
Car Sold
End
Schedule
Car Not Sold
End
Schedule
Issue
Resolved
End
Schedule
Appointment
Not Set
End
Schedule
Issue Resolved
End
Schedule
Issue Not
Resolved
Dealer
Contact Cust
#01
Customer
Phone Call
Completed
1 Mo Left On
Lease Call #04
End
Schedule

Process
New
Process
New
Process
Day
1
1
Activity
Send Thank
You Card
Make Thank
You Call #01
Results
To-Do
Completed
Left Message
Customer
Satisfied
Customer
Dissatisfied
Bad Number
Activity
End Process
Results
Activity
Make Thank
You Call #02
Phone - Call
Completed
Left Message
Next Activity
Issue Resolved
Next Activity
Issue Not
Resolved
GSM To
Contact Cust
#01
New
Process
35
Send CSI
Letter
Send Intro to
Service Letter
Send Sales
Referral Letter
Make Sales
Referral Call
#01
CSI Mngr
Contact Cust
#01
CSI Mng
Research Ph
Nmber #01
Letter Sent
Next Activity
Letter Sent
End Process
Sent
(positive)
Left Message
Next Activity
Received
Referral(s)
Activity
Phone - Call
Completed
Left
Message
Next
Activity
Next
Activity
Issue
Resolved
Next
Activity
Issue Not
Resolved
Dealer to
Contact Cust
#01
Make Thank
You Call
#04
Results
Activity
Issue
Resolved
Next
Activity
Phone Call
Completed
Next
Activity
Next Activity
Number Found
Number Not
Found
1 (After Last
Activity)
4 (After Last
Activity)
30
Make Thank
You Call #03
Results
Make Sales
Referral Call
#02
Send Thank
You Card
Modify Client
Phone Nmber
#01
Next Activity
Phone Call
Completed
End Process
Left Message
Make Sales
Referral Call
#03
To-Do
Completed
Log Prospect in
C M Tool
To-Do
Completed
Phone - Call
Completed
End Process
Left
Message
To-Do
Completed
End Process
End Process
Customer Not
Satisfied
Bad Number
CSI Mngr
Contact Cust
#02
CSI Mngr
Research Ph
Nmber #02
Issue Resolved
End Process
Issue Not
Resolved
GSM Contact
Cust #02
Number Found
Number Not
Found
New
Process
180
Send Check Up
Letter
Letter Sent
Next Activity
185
Make Check
Up Call #01
Bad Number
CSI Mngr
Research Ph
Nmber
Left Message
Customer
Satisfied
Customer Not
Satisfied
New
Process
1 Year from
Deal Date
1 Year from
Send 1st
Anniversary
Letter
Make Check
Make Check
Up Call #03
Number Found
Number Not
Found
Phone - Call
Completed
Left Message
Issue
Resolved
Issue Not
Resolved
End Process
Dealer
Contact Cust
#02
Phone - Call
Completed
Issue
Resolved
End
Process
Modify Client
Phone Number
#02
End Process
Make Sales
Referral Call
#04
Modify Client
Phone Number
#01
End Process
Make Check
Up Call #02
Phone - Call
Completed
Phone - Call
Completed
Left
Message
End Process
Issue
Resolved
End Process
Issue Not
Resolved
Dealer to
Contact Cust
#01
Issue
Resolved
Make
Phone Call
End
End Process
End
Process
End Process
Make Check
Up Call #04
End Process
End Process
CSI Mngr
Contact Cust
#01
Letter Sent
End Process
Bad Number
CSI Mngr
Issue Resolved
End Process
Issue Not
Resolved
GSM Contact
Cust #01
Number Found
Modify Client
End Process
Deal Date + 5
Days
Up Call #01
Research
Nmbr
Left Message
New
Process
2 Years from
Deal Date
2 Years from
Deal Date + 5
Days
Send 2nd
Anniversary
Letter
Make Check
Up Call #01
Satisfied
End Process
Not Satisfied
CSI Mngr
Contact Cust
#03
Letter Sent
End Process
Bad Number
CSI Mngr
Research
Nmbr
Left Message
New
Process
2 Years + 6
Months
Send Check Up
Letter
Make Check
Up Call #03
Make Check
Up Call #03
Satisfied
End Process
Not Satisfied
CSI Mngr
Contact Cust
#03
Sent
(positive)
Next Process
Number Not
Found
Phone - Call
Completed
Phone Number
#01
End Process
End Process
Issue Not
Resolved
GSM Contact
Cust #01
Number Not
Found
Phone - Call
Completed
Completed
Process
Left
Message
End Process
Issue
Resolved
End Process
Not
Resolved
Dealer
Contact Cust
#01
Issue
Resolved
Make
Check Up
Call #02
Phone Call
Completed
End
Process
Left
Message
End Process
Issue
Resolved
End Process
Not
Resolved
Deale r
Contact Cust
#01
End Process
Issue Resolved
Number Found
Check Up
Call #02
Modify Client
Phone Number
#01
End Process
End Process
End Process
Issue Resolved
End Process
Issue Not
Resolved
GSM Contact
Cust #01
Issue
Resolved
End Process
2 Years + 6
Months + 5
Days
Make Check
Up Call #01
Bad Number
Left Message
New
Process
3 Years from
Deal Date
3 Years from
Deal Date + 5
Days
Send 3rd
Anniversary
Letter
Make Check
Up Call #01
3 Years + 6
Send Check Up
Make Check
Up Call #03
Satisfied
End Process
Not Satisfied
CSI Mngr
Contact Cust
#03
Letter Sent
End Process
Bad Number
CSI Mngr
Research
Nmbr
Left Message
New
CSI Mngr
Research
Nmbr
Make Check
Up Call #03
Satisfied
End Process
Not Satisfied
CSI Mngr
Contact Cust
#03
Sent
Next Process
Number Found
Number Not
Found
Phone - Call
Completed
Modify Client
Phone Number
#01
End Process
End Process
Issue Not
Resolved
GSM Contact
Cust #01
Number Not
Found
Phone - Call
Completed
Phone Call
Completed
End
Process
Left
Message
End Process
Issue
Resolved
End Process
Not
Resolved
Dealer
Contact Cust
#01
Issue
Resolved
Make
Check Up
Call #02
Phone Call
Co mpleted
End
Process
Left
Message
End Process
Issue
Resolved
End Process
Not
Resolved
Dealer
Contact Cust
#01
End Process
Issue Resolved
Number Found
Make
Check Up
Call #02
Modify Client
Phone Number
#01
End Process
End Process
End Process
Issue Resolved
End Process
Issue Not
Resolved
GSM Contact
Cust #01
Issue
Resolved
End Process
Process
Months
3 Years + 6
Months + 5
Days
Letter
Make Check
Up Call #01
(positive)
Bad Number
Left Message
New
Process
4 Years from
Deal Date
4 Years from
Deal Date + 5
Days
Send 4th
Anniversary
Letter
Make Check
Up Call #01
CSI Mngr
Research
Nmbr
Make Check
Up Call #03
Satisfied
End Process
Not Satisfied
CSI Mngr
Contact Cust
#03
Letter Sent
End Process
Bad Number
CSI Mngr
Research
Nmbr
Left Message
Make Check
Up Call #03
Satisfied
End Process
Not Satisfied
CSI Mngr
Contact Cust
#03
Number Found
Number Not
Found
Phone - Call
Completed
Modify Client
Phone Number
#01
End Process
End Process
Issue Not
Resolved
GSM Contact
Cust #01
Number Not
Found
Phone - Call
Co mpleted
Phone Call
Completed
End
Process
Left
Message
End Process
Issue
Resolved
End Process
Not
Resolved
Dealer
Contact Cust
#01
Issue
Resolved
Make
Check Up
Call #02
Phone Call
Completed
End
Process
Left
Message
End Process
Issue
Resolved
End Process
Not
Resolved
Dealer
Contact Cust
#01
End Process
Issue Resolved
Number Found
Make
Check Up
Call #02
Modify Client
Phone Number
#01
End Process
End Process
End Process
Issue Resolved
End Process
Issue Not
Resolved
GSM Contact
Cust #01
Issue
Resolved
End Process
New
Process
4 Years +
6 Months
4 Years +
6 Months
+ 5 Days
New
Process
7 Months
(From Last
Payment Date)
Send Check Up
Letter
Make Check
Up Call #01
5 Months
(From Last
Payment Date)
5 Months + 5
Days (From
Last Payment
Date)
07 Month Until
EOL Letter
Letter Sent
Sent
(positive)
Bad Number
Next Process
End Process
CSI Mngr
Research Nmbr
Number
Found
Left Message
Make Check
Up Call #03
Number Not
Found
Phone - Call
Completed
Satisfied
End Process
Not Satisfied
CSI Mngr
Contact Cust
#03
End Process
Issue Not
Resolved
GSM Contact
Cust #01
Letter Sent
Next Activity
5 Mos Left On
Lease Call #01
Left Message
5 Mos Left
On Lease Call
#02
Not Interested
Conduct
Appointment
#01
GSM Contact
Cust #01
Make Check
Up Call #02
Phone Call
Completed
End Process
Left Message
End Process
Issue Resolved
End Process
Not Resolved
Dealer
Contact Cust
#01
Issue
Resolved
Phone - Call
Completed
Left
Message
End Process
Left
Message
GSM
Contact Cust
End Process
Issue
Resolved
05 Month Until
EOL Letter
Interested In
Vehicle
Modify Client
Phone Number
#01
End Process
Phone - Call
Completed
End Process
Left Message
5 Mos Left On
Lease Call #03
Car Sold
End Schedule
Car Not Sold
End Process
Left Message
GSM Contact
Cust #02
End
Process
End Process
Left
Message
End Process
Appointment
Set
Appointment
Not Set
Not Satisfied
Bad Number
CSI Mngr
Contact Cust
#01
CSI Mngr
Research Ph
Nmbr
3 Months
(From Last
Payment Date)
3 Months + 5
Days (From
Last Payment
Date)
03 Month Until
EOL Letter
Letter Sent
Next Activity
3 Mos Left On
Lease Call #01
Left Message
3 Mos Left
On Lease Call
#02
Interested In
Vehicle
Conduct
Appointment
#01
GSM Contact
Cust #04
Issue Resolved
End Process
Issue Not
Resolved
GSM Contact
Cust #05
Number Found
Number Not
Found
New
Process
Conduct
Appointment
#02
Modify Client
Phone Nmbr
#01
End Process
Phone - Call
Completed
End Process
Left Message
3 Mos Left On
Lease Call #03
Car Sold
End Schedule
Car Sold
#03
End
Schedule
Car Not Sold
Send Thank
You Card
#01
To-Do
Completed
End Process
Appointment
Set
Conduct
Appointment
#03
Car Sold
End
Schedule
Car Not
Sold
End Process
Issue
Resolved
End Process
Appointment
Not Set
End Process
Issue
Resolved
End Process
Issue Not
Resolved
Dealer
Contact Cust
#01
Customer
Phone Call
Completed
5 Mos Left
On Lease
Call #04
Phone - Call
Completed
Left
Message
End Process
End Process
End
Process
Not Interested
GSM Contact
Cust #01
Car Not Sold
End Process
Left Message
GSM Contact
Cust #02
Left
Message
Appointment
Set
Conduct
Appointment
#02
Car Sold
Appointment
Not Set
Not Satisfied
Bad Number
CSI Mngr
Contact Cust
#01
CSI Mngr
Research Ph
Nmbr
Issue Resolved
End Process
Issue Not
Resolved
GSM Contact
Cust #05
Number Found
Number Not
Found
New
Process
2 Months
(From Last
Payment Date)
2 Months + 5
Days (From
Last Payment
Date)
GSM Contact
Cust #04
Modify Client
Phone Nmbr
#01
End Process
02 Month Until
EOL Letter
Letter Sent
Next Activity
2 Mos Left On
Lease Call #01
Left Message
2 Mos Left
On Lease Call
#02
Phone - Call
Completed
End Process
Left Message
2 Mos Left On
Lease Call #03
Phone - Call
Completed
GSM
Contact Cust
#03
End
Schedule
Left
Message
End Process
Car Not Sold
Send Thank
You Card
#01
To-Do
Completed
End Process
Appointment
Set
Conduct
Appointment
#03
Car Sold
End
Schedule
Car Not
Sold
End Process
Issue
Resolved
End Process
Appointment
Not Set
End Process
Issue
Resolved
End Process
Issue Not
Resolved
Dealer
Contact Cust
#01
Customer
Phone Call
Completed
3 Mos Left
On Lease
Call #04
End Process
End
Process
Interested In
Vehicle
Not Interested
Conduct
Appointment
#01
GSM Contact
Cust #01
Bad Number
New
Process
1 Month (From
Last Payment
Date)
1 Months + 5
CSI Mngr
Contact Cust
#01
CSI Mngr
Research Ph
Nmbr
End Process
GSM Contact
Cust #02
Left Message
Left
Message
End
Process
Conduct
Appointment
#02
Car Sold
GSM
Contact Cust
#03
End
Schedule
Car Not Sold
Send Thank
You Card
#01
To-Do
Completed
End
Process
Appointment
Set
Conduct
Appointment
#03
Car Sold
End
Schedule
Car Not Sold
End
Process
Issue
Resolved
End
Process
End Schedule
Car Not Sold
End Process
Left Message
Appointment
Set
Appointment
Not Set
Not Satisfied
Left Message
Car Sold
GSM Contact
Cust #04
Issue
Resolved
End Process
Issue Not
Resolved
GSM Contact
Cust #05
Number
Found
01 Month Until
EOL Letter
Letter Sent
Number Not
Found
Next Activity
01 Mo Left On
Left Message
1 Mo Left On
Appointment
Not Set
End Process
Issue Resolved
End Process
Issue Not
Resolved
Dealer
Contact Cust
#01
Customer
Phone Call
Completed
Modify Client
Phone Nmbr
#01
End Process
3 Mos Left On
Lease Call #04
Phone - Call
End Schedule
End Process
Days (From
Last Payment
Date)
Lease Call #01
Interested In
Vehicle
Not Interested
Conduct
Appointment
#01
GSM Contact
Cust #01
Lease Call
#02
Completed
Left Message
1 Mo Left On
Lease Call #03
Car Sold
End Schedule
Car Not Sold
End Schedule
Left Message
Appointment
Set
Appointment
Not Set
Not Satisfied
Bad Number
CSI Mngr
Contact Cust
#01
CSI Mngr
Research Ph
Nmbr
Phone - Call
Completed
Left Message
End
Schedule
End
Schedule
GSM Contact
Cust #02
Left Message
Left
Message
End
Schedule
Conduct
Appointment
#02
Car Sold
GSM
Contact Cust
#03
End
Schedule
Car Not Sold
Send Thank
You Card
#01
To-Do
Completed
End
Schedule
Appointment
Set
Conduct
Appointment
#03
Car Sold
End
Schedule
Car Not Sold
End
Schedule
Issue
Resolved
End
Schedule
GSM Contact
Cust #04
Issue
Resolved
End Schedule
Issue Not
Resolved
GSM Contact
Cust #05
Number
Found
Modify Client
Phone Nmbr
#01
Appointment
Not Set
End
Schedule
Issue Resolved
End
Schedule
Issue Not
Resolved
Dealer
Contact Cust
#01
Customer
Phone Call
Co mpleted
1 Mo Left On
Lease Call #04
End
Schedule
Number Not
Found
End Schedule

BDC Operation and Details by Keith Shetterly

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BDC Operation and Details by Keith Shetterly

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Generations Series

Best Practice Results Based Schedules

Internet Prospect Schedule

Car Not Sold

Car Not Sold

Car Not Sold

Car Not Sold

Car Not Sold

Car Not Sold

Car Not Sold

Car Not Sold

Car Not Sold

Walk In Prospect Schedule

Car Not Sold

Car Not Sold

Car Not Sold

Car Not Sold

Car Not Sold

Car Not Sold

Car Not Sold

Car Not Sold

Car Not Sold

Phone Prospect Schedule

Car Not Sold

Car Not Sold

Car Not Sold

Car Not Sold

Car Not Sold

Car Not Sold

Next Activ ity

Car Not Sold

Car Not Sold

Car Not Sold

Sold Follow Up New

Sold Follow Up Used

Not Satis fied

Sold Follow Up - 12 Month Lease Schedule

Car Not Sold

Car Not Sold

Car Not Sold

Car Not Sold

Car Not Sold

Car Not Sold

Car Not Sold

Car Not Sold

Sold Follow Up - 24 Month Lease Schedule

Car Not Sold

Car Not Sold

Car Not Sold

Car Not Sold

Car Not Sold

Car Not Sold

Car Not Sold

Car Not Sold

Car Not Sold

Sold Follow Up - 27 Month Lease Schedule

Car Not Sold

Car Not Sold

Car Not Sold

Car Not Sold

Car Not Sold

Car Not Sold

Car Not Sold

Car Not Sold