Service CRM
Enhancements
Profile Screen
1. Bookmarks - We have added a new optional feature (action button) which by default is turned on for all users. The Bookmark feature will allow any user to quickly add a Bookmark on a customer file to act as a reminder to do something later. Click the Add Bookmark action button while on any customer profile to create a bookmark for that customer. A Bookmark icon will immediately appear on your name tab in the top right, only when there are active bookmarks to view. Bookmarks can be viewed, updated or deleted by the the original user who created the bookmark by clicking the name tab. Bookmarks will visible until they have been deleted.
2. Urgent Notes - We have added the ability to add urgent notes to any customer profile (customer and/or vehicle notes). Any note entered can be flagged as 'Urgent', and when an urgent note exists on a customer file, a red orb with "!" is displayed to draw attentio.Â
3. Profile - Tool tips have been added over the following drop downs and icons: Themes drop-down, Language drop-down, Star Rating icon, Associations (little dude) icon, Thermometer icon (Likely to Buy - level #), Sun or Moon icon (Day or Late Day Calling) and Admin button (DealerMine Admin Screen).
4. Customer Information Screen -Â
Contact Methods (Customer Specific): We have added a "Choose a Reason" drop down when turning off specific contact methods for a customer. This drop-down is also customizable.
Merge files: In contact history, on merged and un-merged customer files, the username and date of the action is now recorded.Â
5. Service History - Users now have the ability to print Service History from the tab. From the Service History tab, click Print. The Report Viewer is presented. From this view, click the Print icon. Another screen is presented, Print to PDF. Select the pages required for printing (From To), and click Export. Click on the PDF file, and click the print icon. The user now has a hard copy of Service History.Â
6. Email -Â
The user is now able to do mass deletes instead of selecting an email one at a time. A check box column has been added to the email folders. A user can select several emails at once by checking the box. Clicking the top check box selects all emails loaded into the view. Once the emails have been selected, the user can open the drop down, and press delete. This will delete all checked emails or delete a single email that is selected.Â
Under the Sent Folder, when a user sends an email, the Username column populates with the user who sent the email. When a reply comes in from a sent email, the Username column populates with the user who originally sent the email.
7. Vehicle Information and Add New Vehicle screens have had a face-lift making it easier to read through the vehicle information.Â
8. New Language - The language 'Polish' has been added to the Language drop-down in the customer information screen.
9. Name Tab Relevant Per User Role - We have enhanced the name tab and have changed what user's will see on a daily basis, depending on their User Role. Click here for more information.Â
10. Draft Appt Orb Notification - The name tab will show a red orb for any user that has an open appt draft that has not been finalized yet. Drafts will delete after 14 days. BDC Managers will be able to see a list of ALL Appt Drafts in the Name Tab screen, for all users.
11. Letters Action Button - We have added a preventative feature where the letters action button will be greyed out, not allowing a letter to be sent when "Address Line 1" is missing from the customer information. Once the address is updated and saved the action button will become enabled allowing a letter to be sent.
12. Turn Off History - We have added a column to Turn Off History labelled "Reason" which will display the reason used for the Turn Off.
13. Issue management - the amount of characters allotted in the comments field has increased to unlimited.Â
14. Followups - When creating a Followup in new DealerMine, the text now wraps to make it easier for the user to read.
Admin Screen
Emailing & Texting Templates - Transportation Type: has been added as a merge field for the eService email templates.
Store Specifications - Always use "Booked By" for "Booked For": Users now have the ability to select whomever as the advisor (Booked For), and in the DMS, the Booked For field will contain the name of the user that booked the appointment (not the advisor the user selected on the Book Appointment Form). In doing this, it gives the Advisor the option of assigning the appointment to anyone.This functionality also works for Teams.
Appointment Schedule - Declined Setup: this screen coincides with the New Book Appointment Form ( which hasn't been released to most Dealerships,,, yet). When the Appointment Coordinator selects Declined on the New Book Appointment form, a popup is presented, and the user must select the customer's reason for refusing the service. The Declined Reasons on this drop-down are customizeable from the Declined Setup screen.Â
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Fetch
Vehicle Type - this field has been added to allow users to specify vehicle types in Fetch to quickly return a list of specific vehicle types. Ie. "Vehicle Type" = T would return Trucks.
CPVisits and WPVisits - The way these two fields work are similar to rocount. You have to specify a date range to the field which will return the number of distinct visits within the range that has 'C' in CWI or 'W' in CWI depending on which one you use.Â
Previously from Fetch, a user could only delete an imported file within 24 hours of the file being created. Now, a delete icon is present on the row in the imports list regardless of when the file was imported. Click to delete any imported file if necessary.Â
New Suggested Queries - We have added some new suggested queries to help you build queries faster that will be profitable to your dealership in a sense of generating more business in sales and service and improving customer loyalty/retention.Â
eService Report -A new report has been created to track the activity of eService customers. It gives the user a break down of New User Registration, Login activity, Registered and Unregistered appointment breakdown according to Maintenance Labour Sales Per Appointment, and this can all be compared to Non-Eservice stats.Â
Performance Report - A new column has been added to the BDC Performance Reports called Productive . Any Recycle Code that is marked as productive will tally up in that column. The change requires a nightly process before the column populates.Â
Fetch ROI report - on the summary page of the Fetch ROI Report, it now displays Total Customers, Total RO Deals, Success Rate and contact method of a given campaign.
Service CRM
Resolutions
Admin Screen -
Transportation Codes - Some Dealerships were having issues with Transportation Codes (specifically those linked by OpCode) displaying under the wrong Transportation Type on the Appointment Schedule. This issue has been resolved. It is also important to note that if the Dealership uses Transportation Types by OpCodes then it will override the Transportation Types which automatically populate by comment: i.e. WAITER SHUTTLE etc.
Sales Schedules - When trying to save Sales Schedules users were presented with an error "Object not set...", this issue has been resolved.Â
Call Select/Profile - Users were noticing that when selecting customers from the Call Select screen and then proceeding to the Profile screen, InActive Customers were being included in their call list. Logic has been added to ignore those files, and the issue has been resolved.
Send Test Emails - When trying to view replied email, for some Dealerships, there were server errors. This has been resolved.Â
Trying to send Test Emails was causing a Runtime Error. This was due to the mailbox selection process, and the issue has been resolved.Â
Profile -Â
Updating customer information, turning Contact Methods and Types on/off was still an ongoing issue. The updates weren't saving. This issue should now be resolved for all Dealerships. Also, for some Dealerships, updating birthdays was an issue, and this has been resolved.Â
eService - Setting up eService accounts from within DealerMine wasn't working for several month. This issue has been resolved and the Appointment Coordinators can now setup eService accounts and reset passwords from within DealerMine.Â
Texting - Issue with turning texting on/off for a customer file was resolved in a previous release, but some dealership were still experiencing issues. We believe we have resolved the root of this issue and texting is now working properly for all dealerships.Â
Raise Issue - when an issue was resolved, some notes added before resolving the issue disappeared from Contact History. This has been resolved and all notes added to issues are recorded in Contact History.Â
Duplicate Appts - Updating Appts was creating duplicate appointments. This was due to a store branch issue and has been resolved.Â
Showroom CRM
Enhancements
1. Fetch: Send to Showroom - we have added the option of reassigning service customers (that did not buy at your dealership) to Salespeople when the contact option: Send to Showroom is selected. This will allow a Sales Manager to select one or more Salespeople for the service customers to be assigned to. If this option is not needed, the Sales Manager can send all service customers to the Call Select to be contacted by a BDC user or exclude these customers from the campaign.
2. Bookmarks - We have added a new optional feature which by default is turned on for all users. The Bookmark feature will allow any user to quickly add a Bookmark on a customer file to act as a reminder to do something later. Click the Add Bookmark icon while on any customer profile to create a bookmark for that customer. A Bookmark icon will immediately appear on your name tab in the top right, only when there are bookmarks to view. Bookmarks can be viewed, updated or deleted by the the original user who created the bookmark by clicking the name tab. Bookmarks will visible until they are deleted.
3. Traffic Log Department Auto Update - We have added smart functionality to automatically update the Department drop down (changing the default) when a stock # is added to a Watchlist based on the department the inventory belongs to. This auto update will only take place once, the first time inventory is selected.
4. Vehicle Matching - We have added a new filter to the Watchlists sub-tab called "Unwatched Stock". This filter will contain all stock that currently has no watchers at your dealership.
5. Workplan Tasks - Upon completion of Workplan tasks on the Profile a Salesperson will have an option to remain on the profile if other tasks are due or will be re-directed back to the Workplan to the sub-tab where they last were. This option is available for Salespeople only.
Showroom CRM
Resolutions
Users now have the option to Final Contact when sending emails on any sales or equity schedules. In the email screen there is a radio button option at the top of the screen which will allow the user to choose "Final Contact Attempt".
Traffic Analysis Reports - Email options are now available for any of the Traffic Analysis reports. This allows you to set up an auto email of the report based on the time frame you specify to receive.
Internet Leads Time Stamp - the time stamp of internet leads on the Traffic Log was showing in the local time based on the user's local PC. Rapid Response (a third party internet lead provider DealerMine integrates with) uses UTC rather than the time zone of the user, so there were 4 hour discrepancies on the original lead time vs. the time shown on the DealerMine Traffic Log. This issue has been resolved and DealerMine will convert the UTC time to the proper time based on the time zone of our user.