WELCOME MICHELL LANDER Lead Connected Customer Specialist NER

WELCOME

MICHELL LANDER Lead Connected Customer Specialist NER

Agenda § Owner Center Sites – my. chevrolet. com – my. buick. com – my. gmc. com – my. cadillac. com § My. Brand Apps § Service Lane Reactivation § Basic Plan

Owner Center

Mobile App Merge best capabilities of On. Star Remote. Link mobile app and previous Brand Owner Apps for one cohesive app (my. Chevrolet / my. Buick / /my. GMC / my. Cadillac)

my. Brand App

my. Brand App

my. Brand App

Service Lane Reactivation Opportunity § Re-activate On. Star vehicles coming thru the dealer’s service lane § earn. POWER incentive program expanded to all dealership employees (must have a GMIN) § GC message sent to dealers September 1, 2016 § Dedicated On. Star field team deployed to assist dealers in activating dormant service customers § $10 points for the first 4 activations / $20 points for 5+ retro back to the 1 st activation = Drive for 5

Customer Benefits § Eligible Vehicles: – 2006 – 2010 MY vehicles receive “ 3 Months On Us” – 2011 – 2016+ MY vehicles receive “ 3 Months On Us” + 3 Year Basic Plan 4 GLTE equipped vehicles receive 3 GB of data with their trial § This is a value of over $100 the customer receives FREE with the activation of their vehicle! § Surprise and delight your customers!

Dealer Benefits § Activating the 3 month trial & 3 year Basic Plan on dormant service lane customer vehicles will increase DMN leads – Each DMN opt-in is worth $1, 200 in customer pay R. O. value over the 3 year basic plan period § Provides the opportunity to “Winback” customers who have not visited the service department in the last 12 months – Service BDC can utilize the available manifest list to drive customers back to the service lane § Wow customers with 3 years of Brand App key fob services at no charge

Customer Eligibility & Earnpower Incentive § During service lane check-in, check for active On. Star when checking vehicle mileage “Key On” – Green light – On. Star active, no action required – Red / Clear light – press On. Star button to verify hardware operation and deactivation Activation message will play – On. Star activation status will be available in Service Workbench – November 2016 § Review On. Star trial / Basic Plan with customer, complete Online Enrollment (with customer) prior to pressing the On. Star button to complete activation § Press the On. Star button with the customer to activate On. Star – Vehicle must be activated within 30 days of Online Enrollment to receive incentive § Go to Earnpower and claim the VIN • Smartphone App also available

On. Star Basic Plan

§ On. Star is now offering 3 YEARS of free Basic On. Star Basic Plan Connectivity on eligible MY’ 11 and newer vehicles § Basic Plan includes: – On. Star Mobile App Key Fob Services – On. Star Diagnostics Report (Formerly OVD) – Dealer Maintenance Notification Note: The full suite of On. Star services, including emergency services, requires a paid On. Star plan

On. Star Basic Plan § Key Fob – Remote start/stop – Remote lock/unlock § Destination Download § Advanced Diagnostics – DMN – Smart Driver – Low Mileage Discounts § At. Your. Service § Schedule Service § Preferred Dealer

Customer Service Retention By On. Star Status and Vehicle Age Percent of vehicles returning for 1+ Customer Pay visits in past rolling 12 months Customer Service Retention measures vehicles sold new within the past rolling 12 -71 months by an On-going Data Sharing dealer and how many of these vehicles have returned to any of these dealers within the past rolling 12 months for one or more customer pay service visits. Only Buick, Cadillac, Chevrolet, and GMC vehicles are included. 1 st Service Visit measures vehicles in their first year of ownership (sold within the past rolling 6 -11 months) that have returned to any On-going Data Sharing dealer within the past rolling 12 months for one or more customer pay service visits.

Center of Learning Training § SSM 0 N. 016 -0 D 2: On. Star Online Enrollment § SCF 0 S. 016 -0 D: Owner Onboarding: New Owner Set Up § SCFMA. 016 -0 D: Owner Onboarding: All New Mobile Apps

QUESTIONS THANK YOU!