general motors standards for excellence sfe digital rewards program faq

SFE Digital Reward

Reporting and Lead Management

FREQUENTLY ASKED QUESTIONS

February Update

Table of Contents

2010 Digital Reward FAQs

Updated February 19, 2010 2

Table of Contents

GENERAL PROGRAM RULES ............................................................................................................................................................. 3

Minimum Qualifying Requirements

Digital Reward payout information

Digital Reward Reporting Schedule

INTERNET LEAD ELIGIBILITY .............................................................................................................................................................. 5

Eligible Lead Types

Duplicate Leads

Internet Lead-to-Sales Ratio

METRICS ................................................................................................................................................................................................... 8

Digital Metric calculation

24-Hour clock

Activities to „stop the clock‟

SFE DIGITAL REPORTS ...................................................................................................................................................................... 12

Dealer-facing reports

Printing the reports

DIGITAL INTERNET LEAD PERFORMANCE REPORTING ....................................................................................................... 15

Lead reporting between months and quarters

SFE DIGITAL REPORTS VS YOUR DEALERSHIP REPORTS ...................................................................................................... 17

Lead discrepancies in reporting

Handling inactive Leads

Setting up your Certified Lead Management Tool properly

SUPPORT AND REFERENCE ............................................................................................................................................................ 19

General Program Rules



GENERAL PROGRAM RULES

What is the Digital Reward component of the 2010 SFE Process?

Beginning January 1, 2010, all enrolled and qualifying Dealers can earn up to $10,000 each quarter based

on their average response times and the percentage of Leads responded to within 5 hours.

What are the minimum qualifying requirements to participate in the SFE Digital Reward?

One Division per BAC must be enrolled in the 2010 SFE Process (Divisional or Multi-Line)

Must be a Certified Internet Dealer (OneSource Lead Consolidation Pipeline + Certified Lead

Management Tool)

Must be iMR (In Market Retail) enrolled

Must have an Internet Lead-to-Sales Ratio of >.25 per quarter for the BAC (includes all brands under the

BAC, SFE-enrolled and not enrolled)

Is there a Sales or CSI requirement to earn the Digital Reward each quarter?

No, the Digital Reward is not tied to any Sales or CSI performance.

How often will Digital Performance be rewarded?

Digital Performance will be rewarded quarterly based on the 3-month rolling average of the Digital

metrics.

When does the SFE Digital Reward officially begin?

Tracking of qualified Internet Leads will begin on January 1, 2010, midnight EST.

How and when will the SFE Digital Reward be paid to Dealers?

Quarterly SFE Digital Reward payouts will be made after the close of the applicable quarter and are

submitted to qualifying Dealers‟ Open Parts Accounts separately from any earned SFE Quarterly

Performance Bonuses. Payouts will be paid at a BAC level, regardless of SFE-enrolled brands and will be

paid to the Business Management Division on file with General Motors.

How many Digital Rewards can a Dealer earn per quarter if two or more brands are enrolled under

one BAC?

Only one Digital Performance Reward will be paid quarterly per BAC, regardless of the number of brands

enrolled in SFE.

General Program Rules



When are the Internet Leads being tracked each quarter?

Leads will be tracked and reported each month based on the calendar below.

2010 SFE Digital Reward Reporting Schedule

QTR/YEAR 2010 ELIGIBLE LEAD RANGE 2010 DIGITAL REWARD SUMMARY REPORT

QUARTER 1, 2010 1/1/10 – 3/31/10 April 2010 Report* – 3-month rolling average score

(Jan, Feb, Mar)

QUARTER 2, 2010 4/1/10 – 6/30/10 July 2010 Report* - 3-month rolling average score

(Apr, May, Jun)

QUARTER 3, 2010 7/1/10 – 9/30/10 October 2010 Report* - 3-month rolling average score

(Jul, Aug, Sep)

QUARTER 4, 2010 10/1/10 – 12/31/10 January 2011 Report* - 3-month rolling average score

(Oct, Nov, Dec)

*As reflected in the CID Web site Lead Performance Report and the GM Lead Response Field Report

Do I have to use the GM Lead Management tool to participate in the SFE Process?

No. However, you must use a Lead Management Tool Provider that is certified by General Motors.

Whom can I call for details on the SFE Process?

For questions regarding SFE, enrollment and the Digital Reward rules, please contact Program

Headquarters at 877-401-6938 or visit www.GMExcellence.com and view the Digital Reward elements

within.

http://www.gmexcellence.com/

Internet Lead Eligibility



INTERNET LEAD ELIGIBILITY

Which Internet Leads count toward the SFE Digital Reward?

Eligible Leads include:

Dealer Web site (New Vehicle Requests only): Leads coming from your GM certified Web site (Cobalt)

GM Internet (New Vehicle Requests only): Leads coming from GM brand Web sites (gm.com,

chevy.com etc.)

GM Third-Party Internet Leads (New Vehicle Requests only): Leads that are purchased directly from the

GM Third-Party Lead Program

Lead Types Included In SFE Digital Reward Lead Types NOT Included In SFE Digital Reward

GM Internet – New Vehicle Leads GM Used and CUV

GM Native Sites i.e. Divisions, Family First Dealer Web site

GM Third Party Used

Survey Lead

Dealer Web site – New Vehicle Leads

DMA/LMA Landing Page Dealer Loaded

Request A Quote Manifest

Test Drive Request Incremental Private Offer (IPO)

Trade Appraisal Handraiser

General Information Service Leads

How many Internet Leads do I need to receive per month to participate in the program?

There are no minimum Lead volume requirements; however, Dealers are required to meet a minimum

Lead-to-Sales ratio of >.25 (Must receive more than one Lead for every four actual Sales)

Note: Lead volumes and Sales volumes are measured at a BAC level.

Do third-party Internet Leads purchased independently by the Dealer count?

No, only those that are purchased directly from the GM Third-Party Lead Purchase Program count toward

the Digital Reward. Contact the CID Help Desk at 1-888-462-8976 prompt #4, for more information.

Is enrollment in the GM Third-Party Lead Purchase Program a requirement for the SFE Digital Reward?

No, it is not a requirement; however, Dealers must meet a minimum Leads-to-sales threshold (more than

one Lead for every four actual Sales) and the Third-Party Lead Program can boost Lead volumes

significantly.




Will duplicate Internet Leads affect my Lead Response performance?

If a duplicate Lead is “not responded to” or the status has not been changed to reflect that it is a duplicate

Lead, that particular Lead will show as NOT responded to. This will impact the Percent (%) of Leads

Responded to within 5 Hours and could impact your ability to earn the Digital Reward. Therefore, it is

important that you correctly manage duplicate Leads.

When is an Internet Lead considered a “duplicate” Lead?

A “duplicate” Lead has the same customer contact information (First Name, Last Name, E-mail Address) as

another Lead that has entered the system within a 30-day window. Regardless of the Lead bucket it is

received in; for example, the customer Lead is received in the “Dealer Web” bucket and the “GM Internet”

bucket with the same First Name, Last Name, and E-mail address, it will be flagged as a “potential

duplicate.”

Is an Internet Lead considered a duplicate if it comes from the same customer, even if it is on a different

brand/model/color?

If the Lead‟s First Name, Last Name and E-mail Address is the same but has a different vehicle of choice

within the 30-day window of the previous Lead; it will be flagged as a "potential duplicate."

How should I manage my duplicate Leads?

Duplicate Lead management will depend on what Lead Management Tool you are using:

If you are using the GM Lead Management Tool:

– Duplicate Leads enter your system “tagged” as duplicates, and the system will automatically “stop the

clock” for those Leads

If you are using a Certified Lead Management Tool:

– The process varies – some Certified Lead Management Providers automatically merge duplicate Leads

with the original Lead; this may make it difficult for you to change the status so that a disposition is

created (and therefore the clock is stopped).

TIP: It is suggested that you contact your Certified Lead Management Provider to clearly understand how duplicate

Leads are handled and adjust your processes accordingly.




How is the Internet Lead-to-Sales ratio calculated?

The Lead-to-Sales ratio is calculated using Total Leads and Total Sales at a BAC level.

Total Leads = Sum of all eligible Leads from both SFE-enrolled and non SFE-enrolled brands for the BAC

during a specific period of time (both monthly and rolling 3-month average)

Total Sales = Sum of all SFE-eligible deliveries for the BAC, including brands not enrolled in SFE during a

specific period of time (both monthly and rolling 3-month average)

Lead-to-Sales Ratio = Sum of Total Leads Sum of Total Sales

Qualifying Example: Hometown Motors receives 11 Total Leads in February, and posts 40 SFE-eligible sales during that same time period. Sum of Total Leads = 11 Sum of Total Sales = 40 = .28 Lead-to-Sales Ratio

Meets Lead-to-Sales ratio of > .25 and qualifies for the Digital Reward.

Non-Qualifying Example: Hometown Motors receives 6 Total Leads in February, and posts 40 SFE-eligible sales during that same time period. Sum of Total Leads = 6 Sum of Total Sales = 40 = .15 Lead-to-Sales Ratio

Does Not Meet Lead-to-Sales ratio of > .25, and does not qualify for the Digital Reward.

Are Fleet sales counted in the Lead-to-Sales ratio?

Only SFE-eligible fleet sales will be counted toward your Lead-to-Sales ratio. Please see your SFE Process

Manual for a list of SFE-eligible fleet sales.

Metrics



METRICS

What metrics are being tracked and rewarded as part of the Digital Reward?

The metrics being tracked and rewarded for the Digital Reward are the “Percent (%) of Leads responded to

within 5 Hours” and “Average Response Time (ART).” These metrics are being tracked on a monthly basis

and rewarded on a 3-month rolling average.

How are the Digital Metrics defined?

Response Time (RT) = Time between when a Lead is received by the Dealership‟s Lead Management Tool

and when that Lead is responded to (i.e., Lead status updated)

RT = The difference between Lead Receipt Time and Lead Response Time

Example: Hometown Motors receives an Internet Lead on Friday, November 5, at 12:21:45 PM and responds to the Lead at 8:21:45 PM. The RT is 8 hours.

Lead dispatched to the Certified Lead Management Tool: November 5, 2009 12:21:45 Lead status updated by a valid response activity: November 5, 2009 20:21:45 8:00:00

Response Time calculated as 8 hours (20:21:45 minus 12:21:45)

Average Response Time (ART) = Sum of all actual response times recorded during a specific period

divided by the actual number of Leads responded to (including duplicates)

ART = Sum of Response Times Total # of Leads Responded to

Percent (%) of Leads Responded to within 5 Hours = Actual number of Leads responded to in five (5)

hours or less, divided by the total number of Leads received

Percent (%) within 5 Hours = Sum of Leads Responded ≤ 5 Hours

Total # of Leads Received

Example: Hometown Motors receives 100 Eligible Leads per month. They respond to each of these 95 Leads within 1 hour. They do not respond to 5 Leads. Average Response Time = 95 hrs = Sum of Response Times = 1:00:00 hr/mins/secs 95 Leads Total # of Leads Responded To Percent (%) within 5 Hours = 95 = Sum of Leads Responded ≤ 5 Hours = 95% within 5 hours 100 Total # of Leads Received

Metrics



What is the 24-hour clock and why does GM use it?

The 24-hour clock means that the Lead is time-stamped with the actual time of receipt regardless of

whether the Lead came in during business hours or not. General Motors measures responses by a 24-hour

clock (as opposed to only measuring during Dealership business hours) because online shopping

expectations transcend industries, and customers are receiving 24/7 attention in the digital space.

Furthermore, research indicates a direct relationship between the speed of response and closing ratios.

Therefore, by improving the overall speed of response during the times that a customer might submit a

Lead, we can improve close ratios.

NOTE: Response times on both weekends and holidays are also included.

How does GM know when my Lead Management Tool receives and responds to a Lead?

Certified Lead Management Tool Providers (CLMPs) are required to provide daily reports to General Motors

detailing response dispositions.

NOTE: Auto responders do not count as a qualified response for the Digital Reward. Responses received from CLMPs are

audited on a regular basis to ensure that these responses are not included.

When does the clock start and stop in terms of measuring Response Times?

Response time metrics are based on the difference between the date and time a Lead was updated,

through valid Lead activities, and the date and time the Lead was received by the Certified Lead

Management Tool in hours and minutes, based on a 24-hour clock.

The 24-hour clock starts when a qualified Lead (Dealer Web, GM Internet, and GM Third Party) enters (or is

received by) your Certified Lead Management Tool. The 24-hour clock stops when a user at your Dealership

formulates and sends a response to the customer.

Why does GM consider Response Times an important metric?

The overarching goal of the GM OneSource Lead Consolidation and Reporting program is to track and

measure Lead responses that constitute “working a Lead”, or in other words, to track those responses that

are most likely to result in a vehicle sale. Research shows that response to Leads must be swift, detail-rich

and personalized. Response time is a critical, and early-measured component of response quality, and by

focusing activity and processes on Response Time, GM can help Dealers increase sales and ultimately,

profitability.

Metrics



How do the activities within a Dealership “stop the clock”?

Lead status response activities fall into 2 categories:

Valid: Those that trigger a change in Lead status

Invalid: Those that do NOT trigger a change in Lead status

The following Lead response activities have been identified as those that trigger a status change; however,

this is not a complete list and each Dealer should consult their Certified Lead Management Tool Provider to

verify their system‟s configuration capabilities.

Valid examples – or activities that trigger a status change:

A personalized e-mail or letter sent to the Lead prospect providing detail-rich information (does not

include automated response or general e-mail response)

A personalized phone call to the Lead prospect

Setting up/booking an appointment with a Lead prospect

Selling a New vehicle to a Lead prospect

Selling a Used vehicle to a Lead prospect

Identifying a Lead as a Duplicate and marking it as such within the Certified Lead Management System

Identifying that the Lead prospect purchased a vehicle at another Dealership and marking it as such

within the Lead management system

Providing information to a walk-in or phone-in customer

Cancelling the Lead within the Certified Lead Management System (because the Lead is no longer

interested or for other reasons)

Invalid examples – or activities that do NOT trigger a status change:

Any automatic e-mail response that does not provide specific and personalized information to a Lead

prospect

Any mass e-mail or letter mail that does not provide specific and personalized information to a Lead

prospect

Assigning the Lead or transferring it to another person

Moving the Lead from one folder to another

An email sent from a personal account vs. your Dealership‟s Certified Lead Management Tool

Any other activity where a Lead prospect is not provided with a detailed and personalized response to

their inquiry

Please contact your Certified Lead Management Provider to ensure you are aware of their specific

processes and knowledgeable of all ways to stop the clock with a Valid Response activity.

Metrics



What kind of changes in “Disposition” or “Lead” Status will trigger a Response Time Calculation?

In Progress

Sold New

Sold Used

Lost

Cancelled

Duplicate

Service Completed

No Service

Leads with the status of “Inactive” will not have a Response Time calculated as inactive Leads are those that have not been responded to in over 30 days.

SFE Digital Reports



SFE DIGITAL REPORTS

There are five (5) Dealer-facing reports that reflect the SFE digital metrics:

SFE Digital Performance Report

Located: GM Lead Management Tool link behind GlobalConnect

Updated: Daily

Definition: Provides Dealers with a current view of their Lead response performance for SFE categories.

Users are able to select a “quarter-to-date” view, and an at-a-glance summary of 95/5 and Average

Response Time metrics. This report will provide the most up-to-date information on the SFE digital

response time metrics.

SFE Leads Responded To Report

Located: GM Lead Management Tool link behind GlobalConnect

Updated: Daily

Definition: Summarizes Dealership response time performance and provides a detailed breakdown of

Leads responded to, including name, source, time of receipt, time of response, actual response time, and

vehicle of interest. Dealers will be able to view details of their GM Internet and Dealer Web site Leads (SFE-

measured Lead types) and determine when they received the Lead and the date/time they first responded

to it.

SFE Leads Not Responded To Report

Located: GM Lead Management Tool behind GlobalConnect

Updated: Daily

Definition: Summarizes Dealership response time performance and provides a detailed breakdown of

Leads NOT responded to, including name, source, time of receipt, time of response, and vehicle of interest.

Dealers will be able to view which GM Internet and Dealer Web site Leads they have not responded to in

detail.

SFE Digital Reports



Dealer BAC Specific Report – New Car Lead Report (formerly DART)

Located: CID Web site link via GlobalConnect (Dealers) or the GM Lead Management Tool via

GlobalConnect (SFE Facilitators/GM Field)

Updated: Mid-month

Definition: Dealers can view their monthly digital metrics, including # of Leads, % responded to within 5

hours, Average Response Time on this report, along with their Dealership‟s sales close rate performance.

These SFE response time metrics will match the Dealer Digital Summary Report, available as a link on the

Performance Bonus report.

Digital Performance Reward Summary Report

Located: gmsfelive.com via a link on the Performance Bonus report

Updated: Mid-month

Definition: Dealers can view their monthly digital summary, in addition to the 3-month rolling averages for

the SFE digital metrics, the qualifying Lead-to-Sales ratio and the # of eligible Leads and SFE sales that

make up the ratio. Once final at quarter end, this report will be used to reward the SFE digital quarterly

payout amounts. The final quarter end update for Q1 will be posted after April 15th.

How do I print the new SFE Digital Reports on GlobalConnect?

The following steps will assist you in printing the SFE Digital reports:

At the top of the report banner, find the drop-down box marked “Select a Format.” Use the drop-down to

select “Excel”

Click “Export”

In the file download box, select to Open or Save the file

The report will open in Excel

Select “File – Page Setup” or if using Windows 7, select “Page Layout”, then “Page Setup”

On the “Page” tab, select “Landscape” and “Fit To”

– The report fits nicely on one page wide in “Landscape,” however you will need to select the number of

pages tall that will allow you to read it easily, or you can simply choose a large number. A good

estimate is to fit 10 Leads on page one, and 35 Leads on each additional page. One hundred (100)

Leads fit best on 4 pages.

On the “Sheet” tab, in “Rows to Repeat at Top” box, enter $29:$29. This will print the column headers at

the top of each page.

Select OK

Select “File – Print”

SFE Digital Reports



What will the Digital Summary Report on the SFE Web site show?

The Digital Summary Report will display a Dealer‟s current month‟s scores and the three-month rolling

average for each digital metric. See a sample report below:

2010 Quarterly SFE Digital Performance Reward

Current Month+ 3-Month Rolling Avg.

Average Response Time (ART) 5:57:30 5:15:16

% of Leads Responded to within 5 Hrs 90% 94.7%

# of Total Leads 53* 156*

# of SFE Eligible Sales 95** 275**

Lead : Sales Ratio .56 .57

Perspective Quarterly Digital Reward N/A $2,500

+Current Month report reflects previous month’s data.

*Actual Lead Volume includes Total Leads for the BAC, including brands not enrolled in SFE

**SFE Eligible Sales includes all SFE-eligible deliveries for the BAC, including brands not enrolled in SFE

Digital Internet Lead Performance Reporting



DIGITAL INTERNET LEAD PERFORMANCE REPORTING

Is the SFE quarterly report on www.gmsfe.com a rolling three months or a weighted average of three

separate months?

The SFE quarterly report is a rolling three-month report; Leads sent in January but not responded to until

February will be factored into the rolling three months metric. Leads that cross over between two quarters

(received in March, responded to in April) will NOT be counted in the 3-month rolling average quarter end

score.

When is the quarterly report final snapshot taken?

Program HQ will allow 24 hours to pass following the last day of the month for the snapshot to be taken.

Reports are generated at 3:00 AM (CST). Waiting 24 hours will allow the Dealers to receive credit for Leads

received prior to midnight the last day of the month, that were responded to after 3:00 AM.

Are reports based on calendar month or delivery month?

All reports are based on the calendar month.

What is the impact of a Lead that is received in one month, and responded to in the next month during

a quarter?

If received and responded to within the same quarter (taking into account the 24-hour grace period at

month‟s end), the Response metrics for the Lead will be included in the monthly total during the month in

which it was received.

If a Lead is received in January, and not responded to until February, the Lead will be included in the total

Lead count for January, but will show as Not Responded To on the detail reports. Once the Lead has been

responded to, it will be included in the rolling 3-month average metric.

Example:

Lead received January 31st and is responded to on February 2nd.

The Lead will be included in the # of total Leads for January

The Lead will show as Not Responded To on the SFE detail reports for January

The response time metrics will be included in the 3-month rolling average for February

Digital Internet Lead Performance Reporting



What is the impact of a Lead that is received in one quarter, and responded to in the next?

If a Lead is received in one quarter and not responded to until after the quarter closes, the Lead will show

as Not Responded To during the month in which it is received, but the response time metrics for this Lead

will NOT be included in the calculation of the digital reward.

Example:

Lead is received in March, but is not responded to until April 2nd

The Lead will be included in the # of total Leads for March

The Lead will show as Not Responded To on the SFE detail reports for March

The response time metrics will NOT be included in the digital reward calculation for the quarter

How are the top 20 Dealerships shown on the New Car Lead report chosen – and where can a list of these

Dealerships be obtained?

These Dealers reflect the top 20 Dealers in the region based on Lead response time and response rate

metrics. Dealers must have a minimum of 50 Leads/ month to be included in this group. A list of these

Dealers is currently not published.

SFE Digital Reports vs. Your Dealership Reports



SFE DIGITAL REPORTS vs. YOUR DEALERSHIP REPORTS

What questions should I ask my Certified Lead Management Provider to ensure that my Lead

management tool is set up correctly?

To whom are the sales/service/parts Leads assigned?

How are the sales/service/parts Leads assigned?

How many users are authorized to view the Leads within the tool? (If a CIM is absent, the Dealer may

need to ensure that someone else can view and respond to the Leads.)

Can I have an e-mail notification go to my personal e-mail or Smartphone?

– If so, can I reply from the e-mail notification to stop the clock?

– If so, can I reply from my Blackberry e-mail notification to stop the clock?

Am I able to make any of these configuration changes myself?

Is there training offered in conjunction with my Certified Lead Management tool?

Why do the Lead management reports from my Certified Lead Management Provider differ from

GM reports?

There are a number of possible reasons for the report discrepancies:

Your Lead Management Tool is configured to measure “business hours” as opposed to the “24-hour

clock”

Duplicate Leads are not being handled appropriately

Your Smartphone/Blackberry is not properly integrating with your Certified Lead Management Tool (if

this capability is available)

Your Certified Lead Management Provider is not sending data to GM accurately or in the proper format

I have several Leads showing on my GM reports that cannot be found in my Certified Lead Management

Tool’s (CLMP) reports– what steps should I take to have these removed?

As these are eligible Leads for the digital metric, they cannot be removed. To identify the discrepancy,

however, you should check the SFE detail reports on GlobalConnect to see if the Lead is showing on the

Leads Not Responded To report. If the Lead is showing as “Not Responded To,” contact your CLMP and

review the system setup as it pertains Business Hours, Duplicate Lead Handling, SmartPhone setup and

CLMP data submission to GM.

NOTE: Make sure that your CLMP reports are measuring the right Lead-types (i.e. native, GM third party

and Dealer Web site Leads).

What if my CLMP reports data in error or malfunctions?

Any data discrepancies that are the result of a Certified Lead Management Provider (CLMP) error are the

responsibility of the GM Dealer and/or their provider to amend, and will not be recalculated for the

Digital Reward.

SFE Digital Reports vs. Your Dealership Reports



My store receives general questions, vehicle requests other than the brands we carry, Service and Parts

requests, etc. – and these often come through as New Vehicle Leads. Will these Leads count toward my

digital metrics?

Any request that comes through as a New Vehicle Lead is viewed as a valid customer inquiry, as it

represents the customer‟s attempt to communicate and establish a relationship with your Dealership.

Responses to any and all New Vehicle Lead requests will be counted in the SFE digital reward.

My Leads are getting routed to a salesperson who is no longer with the store. Will these Leads count in

my digital metrics?

Yes, these will count toward your digital metrics. It is the responsibility of the Dealership to make sure that

their system is assigning Leads to the right individuals in the store.

When does a Lead go inactive?

A Lead goes inactive after 29 days. Since it does not have an associated Response Time, it will not be

reflected in the Average Response Time (ART) digital metric. However, the Lead will be included in the total

Lead count, and listed as a Lead Not Responded To. This will impact the Dealership performance on the

second metric – Percent (%) of Leads Responded to Within 5 Hours.

If, at any time before a Lead goes inactive, the status or disposition of the Lead is changed, a Response Time

calculation will be triggered.

Example:

A Lead has not been responded to by a Dealership for 26 days.

On the 26th day, the CIM goes into the Lead Management tool and changes the status to “Cancelled.” This

will trigger a Response Time calculation associated to that Lead of 26 days – approximately 624 hours.

Changes in disposition or status that will trigger a Response Time Calculation are listed in the FAQs, page 10.

Whom should I contact if I detect discrepancies between my Lead Management Provider reports and my

SFE Digital Reports metrics?

SFE only recognizes the GM-generated reporting located behind GlobalConnect and on the official SFE

program Web site. If you notice discrepancies between your Lead Management Provider reports and your

SFE Digital metrics, contact your Certified Lead Management Provider to help you evaluate possible

reasons for the discrepancies.

What if my Certified Lead Management Tool provider cannot resolve the difference between their

metrics and General Motors’ metrics?

Once you‟ve confirmed that the appropriate Lead sources / Lead types and time frames are being

measured and compared by contacting your Certified Lead Management Tool provider, you should contact

the CID help desk to present a written case. Contact 888-462-8976 (prompt 2).

Support and Reference



SUPPORT AND REFERENCE

Whom can I call if I need details or have questions about the SFE Digital Reward general rules?

For questions regarding SFE, enrollment and the Digital Reward rules, please contact Program Headquarters at 877-401-6938 or visit www.GMExcellence.com. Where can I find support regarding reporting, Lead eligibility and metrics?

Contact the CID Help Desk at 888-462-8976 and follow the prompts depending upon your issue.

http://www.gmexcellence.com/

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