The Reynolds and Reynolds Company on Nov. 24 announced enhancements to its flagship customer management solution, Reynolds Contact Management. According to the company, the enhancements target automotive retailers' need to integrate privacy compliance, enhance sales process customization and improve reporting capabilities.

With Reynolds Contact Management helping capture and leverage information from customer interactions, retailers can drive opportunities throughout the entire shop, buy, and own cycle, Reynolds said. Focused on comprehensive inbound and outbound dealership management system integration and sales process reinforcement, the solution helps a retailer quickly respond to leads, consistently contact existing customers, and efficiently manage customers' privacy preferences to build strong relationships, according to the company.

"Reynolds Contact Management is a powerful, comprehensive CRM solution," said Denise Grieshop, solutions executive, Customer Management. "The enhanced customization and compliance management power of this solution means retailers can better capture, control, and convert their customer data to capitalize on opportunities. As a result of working with our customers, we have incorporated hundreds of ideas and best practices and continue to build Contact Management's strength with each release."

In the latest enhancements, Reynolds said it augmented Contact Management's lead management and privacy compliance capabilities. The new release also increases the flexibility of the solution's sales process customization, form creation and printing functionality, according to the company.

Reynolds Internet Lead Management - The Web-based tool now integrates with Contact Management. Known as SalesPoint to Ford retailers and DealerPoint to Honda retailers, the solution accepts and manages electronic leads from over 70 different sources. According to Reynolds, Internet Lead Management makes following up on Web leads fast and easy by integrating and consolidating prospects into a retailer's single Contact Management and Reynolds ERA® name file.

Privacy Compliance - Contact Management's enhanced processing of opt-out flags in Contact Management and ERA streamlines privacy processes for compliance with laws, such as the U.S. Gramm-Leach-Bliley Act and the Canadian Personal Information Protection and Electronic Documents Act taking effect Jan. 1.

Customization - New flexibility allows retailers to further define sales processes to help promote consistent customer relationship-building across the sales team, according to Reynolds. Also, users can design dealership-specific forms such as credit applications, trade appraisals, and buyer orders.

New and Enhanced Reports - Enhanced reports enable retailers to produce more detailed activity and summary reports to analyze and evaluate their performance, Reynolds said.

IDScan - Digital technology enables retailers to capture showroom leads more efficiently by using driver's license scan technology, according to the company; widely available in the U.S. and currently in pilot in Canada.

In addition to Contact Management, Reynolds' other customer management offerings include Internet Lead Management, Prospecting Management and CarClient®. Other Reynolds' customer relationship management (CRM) solutions include Reynolds Web Solutions, Loyalty Solutions, Networkcar(TM), and Loyalty Management University.

About Reynolds and Reynolds

Reynolds and Reynolds ( is a provider of integrated solutions designed to help automotive retailers manage change and improve their profitability.

Serving the automotive retailing industry since 1927, Reynolds says it enables OEMs and retailers to work together to build the lifetime value of their customers.

The company's product, service and training solutions include retail and enterprise management systems, Web and customer relationship management solutions, learning and consulting services, documents, data management and integration, networking and support and leasing services.

Reynolds serves more than 20,000 customers comprising nearly 90 percent of the automotive retailers and virtually all OEMs doing business in North America. The Reynolds International Division serves automotive retailers and OEMs through Incadea AG and its partner network as well as a worldwide consulting practice.