ADP's - CM (Customer Management) program

[MH]

Morning everybody!!

Is any one out there using ADP's CM (customer relationship management) program? We have this in our system and it looks like it may do some of the things we want done without investing in the more expensive CRM software, but I'd like to hear feedback from others as to it's effectiveness.

Thanks

MH

[vcarrion]

MH:
I been using the CM from ADP for more than 4 years with an excellent results. The only thing is when you need support, only one person as far as know can handle it, but he's excellent too. This is a terrific tool to measure your self before manufacturer's do, having probably 20 or 30 times more response that them.

[seanwolf]

Would you mind giving me the name and telephone number of the guy who knows alot about the adp cm tool... the guy who works for adp?

[Kevin Kavanagh]

The -CM account on your system is a product called CSM. It has been out for a number of years and most of the local support regions should be familiar with the program. I understand they have enhanced the program and have a new version called CSM Professional that has additional functionality.

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[tabasco]

Is this an additional program that you have to purchase through ADP or does it come with the system?

Can it be used for sales and service both?

[CRM expert]

When using CM and producing your own pieces, be aware that you can only apply for co-op on postage (provided with documentation) and NOT on the actual labor that it takes to do the work. I represent a company who provides these type of services on an outsourcing basis and when you use an outside company depending on your factory co-op guidelines, you can apply for co-op on anywhere from 10% to 100% of the cost. If you need further information, you can email me at stan@onlineadm.com

[Kevin Kavanagh]

CSM is an optional product available from ADP. When you log on you may be able to see if you have a -CM logon on your machine. If not it is available in the new version I mentioned called CSM Professional. Its designed to help you send basic sold customer sales thank you letters but does a pretty good job of supply a closed loop service merchandising system. If you have CSM and use the service reminder portion of you service application it allows you to create follow up activities on those customers that do not come in for service. It also has the ability to do surveys, which vcarrion mentioned, for both sold vehicles and service customers.

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[Chris L.]

If you already have CSM, good luck trying to get it to do what it's supposed to do. We had it for four years before we asked to have it removed from our bill. (Successfully getting it removed took another two years, but that's for another forum).

If you don't have it, don't waste your time or your money. It's 10 year old technology and you will be much better off with almost any of the web based CRM solutions. Much lower cost and much better functionality. The downside is that it's not integrated, but with CSM, it's integrated but doesn't work without a lot of handholding and calls to support, and even then it is very poor.

[fossy]

Chris, or anyone else... has anyone used a CRM solution, web-based or otherwise that they are happy with. I'm currently looking at three -- autobase, autoclick, and webcontrol by AVV. all of them have their good points and bad. Is there another vendor I should look at?

[BDC Manager]

I know for a fact the Cowboy has a web based crm product that not only writes back in to the dms ( ADP right now & SOON R&R ) but it also works with a licence swipe on the sales floor so that I can generate live worksheets.