Social Media and Reputation Management

The purpose of the Toyota Certified Social Media and Reputation Management Program (Certified SMRM Program) is to help Dealers improve their online reputation and social presence. It will aim to increase dealership-customer engagement within the digital marketplace, help develop the brand reputation of both Toyota and Scion nationally and at a dealership level. Lastly, it will help to create synergistic brand images across all forms of TMS/USA and Scion communication, especially allowing dealerships to support both national and local campaigns.

The Dealer Digital Evaluation is essentially a scorecard produced by TMS/USA quarterly. It will rank your individual dealership in regards to your digital footprint – i.e. customer engagement level, social involvement, brand perception, 3rd party review rating scores, etc. Enrolling in the Certified SMRM Program is a solution to help dealers improve their ranking on the Dealer Digital Evaluation. The Certified SMRM Program is focused on the specific metrics the DDE highlights. All providers are also informed of the DDE and are aware of the need to improve dealer performance on the DDE.

To participate in the Toyota Certified SMRM Program the Dealer must:

1. Sign the TDDS Dealer Participation Agreement
2. Contract with a TDDS-Participating CRM Provider
3. Contract with a TDDS-Participating Website Provider
4. Contract with a TDDS-Participating SMRM Provider
5. Dealers agree to allow Providers to collect social media and online reputation metrics to allow for:
   • Performance Reporting to TMS/USA, Regions and Dealers
   • Benchmarking Against Peers
   • SMRM Provider Scorecards
   • Key Metric Reports Include:
     • Review Site Ratings
     • Total/Positive/Negative Review Count
     • Response Count
     • Referral Traffic
     • Total Leads
     • Phone Traffic
     • # Fan/Followers
     • Total Posts
     • Total Reach
     • Total Engagement
     • Total Advocacy
     • Total Impressions
     • Total Clicks / Total Link Clickthroughs

To enroll in the Certified SMRM Program please login to your ELMS account at: https://www.tmsusaconnect.com. From the ELMS interface, you will navigate through “Tools” to “Registration” to access the enrollment form. You will then be able to choose your provider, package, agree to the program terms & conditions, and begin receiving services.

*To learn about the certified providers and available packages, please visit TDDSprogram.com and click through to the Social Media and Reputation Management tab.

When you enroll your Toyota dealership via ELMS and select a package, the package covers both Toyota and Scion. Hence, when you enroll, you automatically enroll both brands.

If you do not have a Scion dealership or do not want to enroll your Scion dealership, simply check the “Opt Out of Scion Package” box on the enrollment form. When you opt out of the Scion package, the total program price will reflect the decrease in cost from opting out of Scion.

While it is recommended that all dealers enroll in the Certified SMRM Program, it is not mandatory. If you want to receive minimal social content publishing, your second option would be to sign up directly with DealerRSS via the Toyota AdPlanner and have social content automatically published to your dealership’s social sites.

At this time, no co-op dollars will be allocated to the Certified SMRM Program at the dealer level.

You have the option to manage your own social media and reputation management sites with the “Do-It-Yourself” packages offered by all providers. These packages give you the opportunity to manage your own social and reputation sites, while giving you access to various dashboards to help you monitor and manage your profiles, create content and post content. Additionally, most DIY packages give you access to reporting so you are able to track your progress.

During the enrollment process (unless you opt out of a Scion package), the type of Toyota package you enroll in will indicate which Scion package is selected. If you’ve chosen a managed package for Toyota, it will automatically choose the managed package for Scion. If you would like to change the type of Scion package the form automates for you, you can do so with your provider after enrollment.

To add-on additional services please contact your provider after enrollment. All additional services will be added to your monthly invoice via the Parts Statement.

When you enroll in the program, you are entering into a 30-day agreement with the provider you have chosen, meaning you are in a month-to-month contract with the provider.

Please contact the TDDS Help Desk at 1-888-511-8904 or info@tmsusaconnect.com to cancel services with your provider. Please note that normal billing rules will apply for all cancellations:

• If you notify the TDDS Help Desk from the 1st – 10th of the month, you will receive services through the end of the month and you will be billed through the end of the month.
• If you notify the TDDS Help Desk from the 11th – 31st of the month, you will receive services through the end of the month and the following month, and you will be billed through the end of the month and the following month.

TMS will classify social campaigns as “Required” or “Optional.” “Required” social campaigns require the Dealer to post or tweet the provided content.

All dealers will have access to reporting in Toyota DWA by logging into ELMS. All Certified SMRM Providers will offer monthly reporting. Additionally, Scion reporting will be manually distributed.

Two types of reports will be generated for both social media and reputation management. The first type of report is a performance benchmark report, which measures Dealer performance on social media and online reputation, and allow for comparison between other Dealers, Districts, Regions and the Nation. The second type of report is a performance trend report, which shows a 13-month rolling view of Dealer performance in both social media and online reputation. We will also generate a social campaign performance report to measure the success of social content. Thus, there will be a total of five (5) reports made available to dealers:

• Social Media Performance Benchmark Report
• Social Media Performance Trend Report
• Reputation Management Performance Benchmark Report
• Reputation Management Performance Trend Report
• Social Campaign Performance Report

Social reports will show Engagement, Reach, Advocacy, Total Fan/Follower Count and other like metrics. Reputation reports will show Average Review Site Rating, Total Review Count, Positive/Negative Review Count and other like metrics.

All dealers will be billed via the Parts Statement.