The proper use of IntelliCam^TM as a partner to IntelliMenu^TM can easily result in double digit increases in F&I profits. IntelliCam^TM digitally records and stores F&I consumer transactions in high-definition color video and audio. Integrated with IntelliMenu^TM, IntelliCam^TM is ideal both for training and also for liability protection. Each consumer IntelliMenu^TM presentation recorded by IntelliCam^TM is automatically stored by customer name within the IntelliMenu^TM system. To view the F&I transaction, simply click the camera icon next to the customer name. In addition to viewing the transaction, the actual menu that was presented is shown so that the viewer can easily and thoroughly critique the presentation. Each transaction is accessible on-line for two months and then archived using a method proscribed by the dealer. If training is the dealer’s primary motive for using IntelliCam, then records are simply erased after the two month period. If the dealer prefers to retain each record, the IntelliCam transactions are archived onto a disk and mailed to the dealership.

The IntelliCam Spectator^TM program provides dealers with additional assurance that F&I personnel are making proper legally compliant customer presentations. Our staff review random F&I presentations then answer a set number of questions based on the IntelliCam^TM recording. Questions might include: Did the F&I manager have the customer sign the final menu waiver? Did the F&I manager confirm the customer’s identity and social security number? Did the F&I manager present the menu in the proper sequence? Answers to the selected questions are compiled and a report emailed to the dealer on a monthly basis.

The IntelliCam Performance Dealer^TM program provides the dealer with an experienced F&I Performance Coach who reviews F&I transactions via IntelliCam^TM and has a weekly coaching call with each F&I manager in the dealership. At the outset of the program, the dealer approves performance standards and initial training recommendations. Then based on the observations and coaching calls, the Performance Coach prepares recommendations for training and performance improvement. Those recommendations are discussed during a formal monthly conference call during which the dealer approves or adjusts the agenda for the coming month.

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FAQ's

Q: What are the benefits of recording F&I transactions?
A: Recording F&I transactions provides the dealer with the ability to audit F&I processes and performance, deters improper F&I activity, protects against fraud and identity theft, and, most importantly, serves as a valuable teaching and coaching tool.

Q: Can a decision to record F&I transactions result in negative staff reactions?
A: Absolutely. But they can usually be easily overcome. First, it is important to stress that only each actual customer transaction is recorded, not other activities in the Finance Office. Second, we have found that the person most critical in evaluating transactions is the manager who handled the F&I transaction, not the coach. Third, F&I managers who have nothing to hide typically recognize the training and liability benefits of recording and welcome it.

Q: Does the customer have to approve the recording?
A: It depends on the state. A summary of your state’s laws can be found at http://www.rcfp.org/taping/states.html Most dealers simply post a sign just outside the F&I office. In states for which affirmative approval from the customer is required, a waiver can be signed, but it is usually sufficient just to inform the customer just prior to recording, then get them to acknowledge the recording just after starting the session.

Q: Do customers ever refuse?
A: Rarely. People are used to having customer service functions recorded for training and compliance. Most find it an added comfort and security. For those who do refuse, most often there is a more serious problem other than being camera shy. The dealer should have a consistent policy on how the transaction should be handled with a refusal—including a written waiver signed by both parties.

Still not sure? Check out an article on the subject:
http://wardsdealer.com/ar/auto_no_video_recording/