CSM Corner

Author: Josh Iverson, CSM II

🛠️ The October Operational Audit: Maximizing Lead Capture and Preparing for Q4

October is the ideal window for essential administrative and site reviews, ensuring your team and your Work Truck Solutions (WTS) platform are perfectly aligned for the high-pressure sales season in November and December.

This month, the CSM Corner is all about conducting a thorough Operational Audit with your Commercial Success Manager (CSM) to maximize every lead and sale.

1. Optimize Your Team and Lead Flow

Ensure the right people have the right access to WTS to handle high-value commercial leads and effectively utilize platform features.

• Review Call-Receiving Numbers: Work with your CSM to confirm that all call-receiving numbers used by WTS—especially those for call tracking—are up to date and pointing to the correct answering department (e.g., Fleet or Commercial Sales). Reviewing missed call data can highlight staffing gaps and ensure no inquiry is left unanswered.

• Audit WTS Access: Review your staff list with your CSM. Identify who does and doesn't need access to WTS features. Remove accounts for former employees and add any new team members.

• Adjust Lead Rotation: Confirm that the current commercial sales staff is correctly set up for lead rotation. This ensures that commercial inquiries are distributed quickly to your most motivated Truck Pros, maximizing conversion chances.

2. The General Manager Contact Update (Crucial)

The General Manager oversees all dealership operations and drives the overall business strategy. Having the most current contact for your GM is essential for your CSM to ensure that the Work Truck Solutions platform is continually aligned with your dealership's high-level goals and end-of-year mandates.

How to Update Your GM Information Easily:

Please take a moment to confirm or update your General Manager's contact information and simply reply to this email/article with the following details:

• General Manager Name:

• GM Email Address (Minimum Requirement):

• GM Direct Contact Number (Ideal):

3. Training, Review, and Year-End Planning

A well-trained team and a pristine digital storefront are crucial for end-of-year success.

• WTS Training for Truck Pros: Schedule a dedicated refresher training for all team members, and a full training session for any new staff. Focus on key digital tools like the Resource Rack and the process for moving featured vehicles.

• Retail Site Link Review: Check the links on your main retail website that direct customers to the WTS platform. Ensure commercial customers are routed directly to the curated commercial shopping experience, providing them with the seamless journey they expect.

• Year-End Closeout Planning: Update your CSM on any confirmed Year-End Closeout sales or promotions. This information is critical for your CSM to design high-impact banners and targeted advertising that supports your Q4 sales goals.

• Proactive Site Review: Schedule a site review with your CSM in October or early November. This proactive session allows you to make necessary adjustments to banners, inventory presentation, and lead settings before things get hectic with the holidays and end-of-year quotas.