Planned Maintenance Program 800-348-3063 * 901-385-2273 fax 800-348-3065
Welcome!

What is PMP?

The Planned Maintenance Program is an easy-to-use way for car dealerships to keep in touch with their service customers. We are located in Memphis, Tennessee, home of Elvis, the Blues, and world famous BBQ, and we maintain service records for a dealership base that spans from coast to coast within the U.S.

Born in a dealership

PMP began in the service lane of John T. Fisher Motor Co. in the early 1960's. Fisher Motor Co., which was consistently the #1 Chrysler Plymouth dealer in service revenue nationwide, had 48 bays and wrote 125 to 150 RO's per day. John Fisher sold the store in 1978, and PMP has been helping dealers retain their customers ever since.

How the program works

PMP mail allows a service manager to send a car owner detailed automobile service reminders that reflect the dealership's service recommendations. Thirty days before each service is due, this service letter is mailed to the owner. If the service is not performed within sixty days, a reminder/questionnaire postcard is mailed for customer feedback. If an owner goes through the mail cycle with no response to the dealer or to PMP, the owner becomes "inactive", and is no longer sent regular automobile service reminders.

PMP sends the dealership reports after processing is completed, telling which owners received mail and the services for which they are due. In addition, the dealer receives monthly reports that provide the following information:

• a complete breakdown of money spent on the program, number of mail pieces sent, return on investment, etc.

• owner feedback

• address corrections/returned mail

• service lane analysis by zip code and model year

Through PMP, a dealership can also send customized mailings that target customers by vehicle features (such as make, model, etc.) or by owner behavior (such as inactives), as well as sales letters, parts and service specials, or any other dealer solicitations. These customized mailings can be used to complement our retention program.

Our staff is ready to answer any questions that you may have about the Planned Maintenance Program and what it can do for your service department. Call or e-mail today to find out how to put PMP to work for you and start bringing your customers back.

Owner feedback

It is important to give your customers a way to respond to the mail besides calling the dealership. Our mail encourages the owner to call our toll free number, which is staffed with trained customer service operators. We also give the customer a "no postage necessary" feedback postcard that can be returned to PMP. We gather a great deal of data on customer attitudes and behavior from this feedback, including details on people who are servicing their vehicles elsewhere and why they are not returning to the dealership. And with the addition of this web site, owners can report a service or register a comment or complaint to us electronically.

Specific and detailed mail

Our mail itemizes services according to the owner's VIN so that it reflects the vehicle's particular needs. We can even print the price of a particular service. All this serves to educate the customer on the needs of his vehicle and the importance of regular maintenance.

Database management and automatic purging

We use the Post Office ACS service, which notifies us weekly of address corrections for the mail we send. Customer feedback also notifies us if an owner has moved outside the dealer's servicing area, if a vehicle is sold or wrecked, or if an owner is unable or unwilling to return to the dealership. Owners are then classified and/or purged according to this behavior, which results in the cleanest database possible and saves our dealers the needless expense of misdirected mail.