CustomerLink Launches CRM Offering To Automotive Service Industry
08/25/2000

Roseville, CA (August 25, 2000) The sales team for CustomerLink Systems hit the ground running on August 1, 2000, and hasn't stopped for breath yet.  Nearly 40 business customers are committed and there is no sign of slowing.

CustomerLink Systems, Inc. is a leading Application Service Provider (ASP) of Customer Relationship Management (CRM) and marketing services to small and medium sized businesses across fragmented industries.

CustomerLink leverages a proprietary database management platform to provide highly customized eMarketing and traditional direct marketing programs.  These programs allow clients to adopt proactive communication strategies with multiple dissemination methods, all aimed at increasing the probability that specific customers will return for repeat purchase or service at planned intervals in the future. These programs contribute to greater levels of customer retention, loyalty, and profitability.

Large organizations, primarily Fortune 1000 companies, have implemented CRM programs and loyalty initiatives with great success. Although the return on investment has been substantiated, the costs and resources required to implement these programs have proven prohibitive for the vast majority of small and medium size businesses. Customer Link's hosted ASP model will provide the economies of scale and affordability of CRM and eMarketing programs allowing for easy adoption by these businesses.

Customer Link's initial market segment, the automotive services industry, is arguably the most reachable yet highly fragmented industry in America, states Anthony Romano, Executive Vice President of Business Development. This $115 billion dollar industry boasts over 325,000 service and repair facilities. The vast majorities of these businesses are independently owned and do less than $1 million in sales per year. Collectively, these automotive service providers handle over 2 million service and repair incidents per day. The industry spends over $10 billion dollars annually on marketing and advertising to acquire and retain customers.

Customer Link's Customer Relationship Management (CRM) System and proprietary database marketing platform allow service providers to communicate with their customers on proactive service driven intervals with reminders for routine maintenance such as oil changes, tire rotations, and tune-ups as well as provides them with an opportunity to send surveys, thank you letters, and information regarding specials and promotions. This communication significantly increases the probability that consumers will return to a specific service provider several times a year for recommended service and maintenance and assists automotive service providers in creating customer loyalty.

"CustomerLink handles all of the communication on the service providers' behalf. We don't just suggest what to do and how to do it. We do it for them! We have the ability to communicate with the shops' customers by mail, E-mail, fax, telephone, or wireless devices. CustomerLink puts time in the service providers' life and profits in their business," says Kirk Olson, President and CEO.

Good work at fair prices just isn't enough anymore. Communication and relationship building are paramount in today's world of automobile service and repair. The automotive service industry is in desperate need of programs to enhance their relationships with customers and their image among the general public. "In any service business, especially auto repair, loyal and repeat customers who are advocates for your shop are priceless. Service providers know this and want to develop these relationships," states Romano. "It's all about building loyalty and increasing the probability that a customer will come back for service. The goal is to develop lifetime customers."

When an automotive service provider implements a CustomerLink Program they will see better use and measurability of marketing and advertising dollars, reduced spending on customer acquisition, increased new car and customer count, strengthened position in the market place, increased shop revenues and per job profits, continuous customer feedback and insight, and exposure to the "best practices" in auto service. CustomerLink offers measurable results, which are typically unavailable with traditional yellow page ads and other forms of customer acquisition marketing.

Feedback from automobile service providers has been overwhelmingly positive. "Every shop needs a program like Customer Link's," says Paul Langlie, owner of two Lee Myles Transmission Shops in the San Francisco Bay Area. "Highly targeted database marketing that creates an ongoing and interactive communication process with my customers is priceless. I know it costs me a lot less to keep existing customers coming back than attracting new customers."

About CustomerLink Systems, Inc.

CustomerLink Systems, Inc. is a leading Application Service Provider (ASP) of Customer Relationship Management (CRM) and marketing services to small and medium sized businesses across fragmented industries. CustomerLink leverages a proprietary database management platform to provide highly customized eMarketing and traditional direct marketing programs. These programs contribute to greater levels of customer retention, loyalty, and profitability.

Media Contact:
Anthony Romano, CustomerLink Systems, Inc.
916-781-4344
aromano@customerlink.com
www.customerlink.com