1. CRM Lead Concierge Recovery Plan July 2017

2. Recovery Plan
Phase 1
Set Up
Phase 2
Deploy
Phase 3
Siebel DB Update
Jun 13th
Jun 15th
TBD
Extract leads older than 120 days from Siebel DB to run diagnostic
Valid phone number and account
Leads only with a valid phone number
Leads only with a valid address
Leads without information
Modify leads status into Siebel DB
Create registration link to update data
Create formal speech to contact
Provide with list of contacts to Concierge.
Follow flows depending on the type of information needed
The contact list transfer process to concierge is still in progress due to the high size of the database
Integrate and update Siebel DB
Qualify and assign leads into DP
Follow up on dealers approach.

3. Recovery Plan: workflows
Phone and
Phone no
No Phone only
Phone call
(3 attempts)
Phone call
(3 attempts)
Mailing
(Still interest in KIA)
YES NO
YES NO
Answer
Answer
YES NO
Answer
MAIL
Whatsapp
YES
YES
Still interested in Kia
Still interested in Kia
Close the lead.
Still interested in Kia
YES
Still interested in Kia
YES
Request lead to register information into link NO NO
Thank for the time and close the lead.
Thank for the time and close the lead.
Gather lead information into registration link
Gather lead information into registration link

4. KMM RECOVERY PLAN: database
Total database (503,596)
Active records (445,992)
Records older than 120 days (310,833)
Closed records (-57,604)
Recovery Plan: Extract records older than 120 days from Siebel DB to run diagnostic: valid phone number and account

5. KMM RECOVERY PLAN: groups
Records older than 120 days and valid account and valid phone number
GROUP #2
Records older than 120 days and invalid account and valid phone number
GROUP #3
Records older than 120 days and valid account and invalid phone number
GROUP #4
Records older than 120 days and invalid account and invalid phone number
Target description
52,107
13,223
241,168
4,335
# Records
Phone and
Phone no
No Phone only
No apply
Workflows
# outbound calls
2,774
987
139 28
# recovered
Group #3 Not deployed due to high traffic on Siebel. Alternative plan to launch through Mailchimp (TBD)
Group #4 is excluded from recovery plan, there´s no valid contact info.

6. Recap Analysis results from June 16th to July 7th 2017
5% Of groups # 1-2 has already been contacted.
The percentage of records recovered is 4.5%
251 outbound calls avg. are made per day
We recommend keep active the recovery plan at least 60 days, in order to analyze the cost benefit to the program