Version 3.3 - 03/13/2014

Service CRM

Enhancements

• 1. Search Screen - The Unit # has been added to the search. The user can now search for a Stock # from purchase history.

  2. Email & Texting Templates - Confirmation Email Template-> users now have the ability to add the appointment lines to the Confirmation Email Templates using the merge field AppointmentLines. It should be noted that a max of 10 appointment lines can be sent in an email. 

1. Maintenance Configuration Screen -> Maintenance Group -> the user is now able to sort through the OpCodes and Maintenance Groups based on Branch.

   1. Webinars - We are removing the Webinar registration from the public website. You can now view and register for upcoming Webinars from the News tab. Once registered an email is sent to our webinar@dealermineinc.com address.

   2. Recommended Maintenance -New icons : New and Accepted. New displays when a maintenance item is being recommended for the first time in the schedule, a "New" icon displays next to the service; this displays when the service has never been done or never recommended previously in the past, and it will remain on the profile for six months. Accepted displays when items are going to be performed on an upcoming appointment.

   3. Service History Breakdown on Profile - The CWI Percentages will now only reflect the length of time the current customer has owned the vehicle.  If there is a delivery date on the vehicle DealerMine will calculate the percentage of customer pay, warranty pay and internal pay since the last Delivery date. This will give a true reflection based on the current owner, excluding service history from a previous owner.

Reports:

• 1. Manage Auto-Email: We have created an easy to use management screen for users to manage which reports they have setup to be emailed to them automatically.  This tab will only be present and have a blue orb when there are reports setup for auto email distribution.  Read more details...

  2. Issue Management Report: has been moved from the Users Menu to the New Issues Menu. It now displays issues for the selected store. The Issue Note and Resolution Notes have been moved side by side to allow the two fields to grow without running into each other. The users are grouped together so the user can view a nice summary with percentages.

Fetch:

• A fetch has been created that provides a list of service customers who have not purchased their vehicle at the dealership but have been in for servicing for the first time. Please review the example of the new query: "Customer First Service" >= "2014-01-01" AND "Deal Date" IS NULL 

eService:

• eService Configuration screens->Options tab-> Automatically link "Book As Guest" appts with a matching cust file based on email address ->  The system can match the customer to a file based on email. This process will help match customers to a file elevating the amount of unknown VINS andnew customer files in the system. To invoke this function, click eService Configuration. 

• For customers with Appointments with Open ROs, an icon now displays on the Profile screen within eService.

• Transportation Codes - Users can now setup Transportation codes for eService, and set the maximum amount of appointments that can book for that transportation. If the Max number for a transportation type has been reached, the user will not be able to book their appointment.   

• Vehicle Status - If a user has a service in progress, below the image of their vehicle, they will see an icon: If the user clicks the icon, it gives them details of the work in progress.

Vehicle Status Board:

• Vehicle Status Board - In the header row, next to the label Customer, a counter is displayed for the number of records returned. Also, the application now pages through records as opposed to scrolling. 

Service CRM

Resolutions

• 1. Modifying Contact Methods Not Saving/Displaying  - There was an issue with contact methods not saving after being turned on/off.  Ie. Texting turned on and then appeared off on the profile screen.  This issue has been resolved.

  2. Contact Methods and Turn Offs/On - users were having an issue with updates to customer files not saving: i.e. turning texting on/off, name change updates, etc, as well as customer Turn Off/On for vehicle VINS was not saving. This issue has been resolved. 

  3. Fetch ROI Reports- Campaigns were not showing up on the Fetch ROI reports. This issue has been fixed and is now in Production. 

  4. When sending Fetch campaigns to Showroom, Fetch would time out. This issue has been resolved.

  5. Book Appointment Form - Appt/Promise Time and Date: users were having issues when editing appointments, the times weren't saving. This issue has been resolved. Also, if an Appointment Date was changed and pushed out passed the date selected for the Promise Date, the Promise Date would remain the same (which was less than the Appt Date), and the user couldn't save the appointment until they adjusted the Promise Date. Now, the Promise Date will adjust to be the same as the Appointment Date if the user doesn't update the Promise Date. 

  6. Session Timeout issue - some users were noticing when scrolling through emails or fetch campaigns that DealerMine would timeout. This issue has been resolved. 

  7. Dashboards - When selecting the DashBoard link from the Administration screen, users were getting an error and couldn't load their charts. This issue has been resolved.

  8. Search screen excluding Showroom Prospects for Service Users ONLY - when Service BDC, Service Managers or Service Advisors are searching for a customer all Showroom prospects will be excluded on the search results. 

Showroom CRM

Enhancements

Traffic Log:

• 1. Be Back Option - Customize your own Be Back option to be any number of days.  (Default is 30 days)  If a customer is a Be Back the Vehicle Interest and Trade will automatically populate based on the previous visit if within the specified number of days.  See Showroom Configuration

  2. Sales Steps Display Option - We now have two display options for sales steps on the Traffic Log: 1. Completion Bar with a percentage and 2. All steps visible represented by each number, also showing a percentage. 

  3. Traffic Stats > We have added a Media Source Pie Chart for easier viewing of the media that is bringing in your traffic for any time frame you view.  This can also be viewed by Salesperson only, or by Dept only.  The pie chart will show how many of each media have been entered; showing the overall % of that media based on the amount captured. 

  4. Traffic Stats > Deleted Guests - We are now showing a count of deleted guests in the Traffic Types section of Traffic Stats, allowing you to see which type of traffic is most commonly being deleted. 

  5. Traffic Stats > Departments - We have added Departments to Traffic Stats, allowing you to view your Stats by Dept.

  6. Showroom Leads on Traffic Log - We have added an option to send Showroom Internet Leads directly to the Traffic Log as a new pending guest.  This will prevent double entry if any dealership would like to track Internet Leads on the Traffic Log.  If you would like your leads to automatically display on the Traffic Log please call 1-800-304-3341 to request this change.

  7. Drivers License visible from Log - Click the license icon to view the image of the license directly from the log.

Portfolio:

DealerMine not only stores a portfolio for Salespeople to view all deals they've sold and been reassigned; we've turned a basic Portfolio into pure profit by offering enhancers to show you what customers are in a position to buy now. We have also added Zones as a proactive approach to protecting your customers before someone else has the ability to contact them through the Open Pool filter. 

• 1. Enhancers - We have added six new enhancers to the Portfolio to help Salespeople find more opportunities quickly, by narrowing down their personal portfolio to find customers who are in a position to buy now!  Click here to read details on Enhancers.

  2. Portfolio Protection using Zones - We have added Zones in the Portfolio to help categorize customers based on the last time they were contacted by the Salesperson or a Showroom BDC user.  Each Salesperson now has the ability to stay on top of contacting their customers to ensure none fall into the Open Pool which is visible to All Salespeople.  Click here to read more details on Zones.

  3. APR column - We have added the APR column, which is sortable to the Portfolio.  This will help quickly identify any customer who is currently still in a high interest rate deal.  This is yet another reason for reaching out to the customer if it's possible to get them into a lower term.

  4. Re-order Columns - you have the ability to drag and drop any columns from within the Portfolio and these settings will be saved for the remainder of the day.  

  5. High Mileage Drivers - any mileage displayed in red font is indicating that this customer is driving over the average yearly limit of 24,000 km per year in Canada or 15,000 miles in the United States.  

  6. Owns = No - If a customer no longer owns a vehicle that is in the Portfolio and strikethrough will be present through columns Year - Type.  This will help clearly identify which vehicles are no longer on the customers file for one reason or another.  Use the Owns drop down on the left hand menu to filter by owns Yes or No as the default is All.

Note:  Customize your Portfolio Protection to control when customers will fall into each zone in Showroom Configuration.

After the Sale Schedule Target Functionality:

We have added three new features within building Sales Schedules to help you contact customers at the right time and have meaningful conversations with them in hopes to schedule an appointment.

1. Min. APR % - You can now target any customers on any sales or equity schedule that have a minimum APR.  This will allow you to target customers with a high APR that have owned their vehicle for any period of time you select that may be interested in coming in to get into a new deal, with a lower APR.

2. High Mileage Drivers - You can now target high mileage drivers (I.e. More than 24,000 km / 15,000 miles per year) on any sales or equity schedule.  This will include only customers that have high mileage driving habits only and can be very useful if you also target Lease customers.  This is an opportunity to get a customer out of a lease and into a new deal.

3. Likely to Buy - On Equity schedules only you now have an option to target customers who are likely to buy.  DealerMine calculates the likelihood of when sales customers will buy next, based on their equity position, expiration date, and next forecasted buying date. 

Note:  Equity schedules and Likely to Buy are only available to dealerships who have purchased the DealerMine Equity mining tool.

Trade Entry Screen

1. When a trade is being entered by means of an existing vehicle on file, a VIN or manual entry we will now show the number of customers possibly interested in that trade in the bottom corner of the trade entry screen.  (Vehicle Matching 6)  This will help a Salesperson know if there are potential buyers looking for the trade that the current customer is considering trading. 

2. An exact trade (using VIN) can now be added on more than one Traffic Log visit.  Previously a VIN could only be listed once as a trade for a single customer, now you have the option of re-entering it on a new visit.  (if a customer visits on May 2 and a trade is entered using a VIN and they come back on June 7 the same VIN can now be used on the trade entry screen, where previously this was not an option)

Vehicle Matching:

We have added more functionality to our Sales CRM to include Vehicle Matching.  The Vehicle Matching tab has a dual purpose to help organize your customers vehicle needs per day, month or any desired date range, all while matching up potential buyers with matching vehicles using various sources.  Vehicle Matching will increase productivity by saving time locating vehicle matches to potential buyers using various sources. 

This tab consists of three sub-tabs as follows:

1. Watchlists

2. Saved Searches

3. Trades

Click here to read more details on Vehicle Matching.

Vehicle Inventory Screen: 

• • Available

  • Unavailable

  • Busy

Reports:

• 1. Showroom: Traffic Log Analysis - We have added a new report with seven different sort/viewing options that will summarize your Traffic Log for the time frame you choose.  The Traffic Analysis will breakdown your Traffic as follows from left to right:

• • Traffic Counts / Count as a %

  • Sold Counts / Close Rate

  • Steps to Sale/Count as a %

Showroom CRM

Resolutions

1. Showroom BDC users now have full access to complete tasks on behalf of any Salesperson.  This includes Unsold Traffic, Followups, Afte the Sale, Fetch Campaigns and Issues.  

   1. Add New Prospect - You can no longer add a new prospect without adding a first or last name.  Previously you were not forced to enter a name for a prospect and could add based on email, phone or address.

2. Showroom Recycling errors was happening intermittently when Showroom BDC users were attempting to recycle a call when a customer had called back after the first recycle had already taken place.  This issue has been resolved.