Functioning in spite of the CDK Ransomware Attack

CDK Down?

Not fun… at all…

But does it mean you’re completely out of business? No!

A DMS is a Dealer Management System for a reason – it helps you manage your business. Many parts of the dealership integrate with your DMS. After all, it is the hub of all your data. Unfortunately, with the CDK ransomware attack a lot products being are currently unusable, and your first instinct may be to panic. Hey, I get that. So, I’ve gathered some ideas to help you navigate these waters and keep your summer sales sizzling.

1. Your first instinct may be to cut your marketing back completely. You have to resist. Don’t remove your marketing efforts, adjust them.

   1. Utilize homepage and SRP banners to communicate certain features are down, but your team is ready to help. Include a phone number for customers to call.

   2. Increase your investments in broad media. This will give you the opportunity to explain that you are still available to serve the community as they expect. It just may be a different procedure than they’re used to.

   3. You can stay present on your digital campaigns, but adjust the copy so it is appropriate to the situation.

      1. Include call extensions on your SEM campaigns so customers can call your store directly.

      2. Run a video featuring your employees helping customers ensuring the inventory, savings, and customer service are all still available.

   4. Send out CRM Emails explaining the situation and inviting them to visit the dealership and work with you.

      1. “Hello Customer, While our dealership has been impacted by the CDK shut down, we are still available to help you find the right vehicle. We’ll be doing things the old fashioned way for a bit, but we promise the level of customer service will be the same.”

      2. “Due to outages, some of our website and in dealership features will be down the next few days. If you have questions or would like to set an appointment to test drive a vehicle at the dealership, please contact us at (Y) or (Z). Please know, we have had longer than normal wait times on our phone lines. We are looking forward to supporting our customers as best as possible.”

2. You want to make sure your clients feel secure and comfortable when they visit your dealership. Let them know that your team will do everything in their power to make this process smooth and enjoyable.
   

   1. Ensure you have as much documentation & processes as possible that can be done while the system is down. It may mean using more paper than we have previously been used to – but we did that for years prior. We can do it again.

   2. Can you still process payments, reach out to leads, etc. that don’t have to rely on only the DMS? Or can you create a process that all employees can do that will ensure you’re able to handle these types of situations?

   3. Dealers NOT on CDK – How can you help a dealer friend who may be on CDK?

      1. Can you supply paperwork that they may not have?

      2. Can you help with pulling lease parameters or anything else that is essential?

   4. Can you and the other dealer assist each other in some way for traffic or emergency customers?

Unfortunately, events like this can happen at anytime and we will see this issue again in the future. That means now is a great time to work on an emergency back-up plan so you can effectively run your business no matter what happens.