Version 3.5 - 05/08/2014

Service CRM

Enhancements

Call Select Screen

• • New Maintenance Groups - We have added two new maintenance Contact Type groups on the Call Select for selecting contacts based on the Trigger Specifications set for each dealership to help Appointment Coordinators target specific groups of customers.  Up until now we had one maintenance contact type showing the trigger specifications 3-18 months.  Now you will see three groups as follows:

• 1. Maintenance (3-14 months)  This group contains customers who were in most recently

  2. Maintenance (First Service)  This group contains customers that have not returned for service after purchasing their vehicle. We do allow a 7 day grace period for PDI's; meaning if a PDI is performed within seven days after the delivery date we will consider this a customer not yet returning for service.  This group is vital when focusing on increasing your sales to service retention.

  3. Maintenance (15-18 months) This group contains customers in the last 3 months of the trigger specifications who are in danger of being lost by the dealership.

• • Spords - Option to sort by: Receiving Date Ascending; Receiving Date Descending.

Administration Screens

• • Branch Access - From the user setup screens, the Store Access tab is now broken out by store and branch, so Admins can set a users access to a store and allow access to only certain branches.

  • Maintenance Configuration - Exclude from Look Back: currently the system will take into account all Maintenance Groups that are setup when deciding if a service visit is considered a regular scheduled interval and will use that visit as the basis for estimating the next visit. The "Exclude from Look Back" check box in the Maintenance Group setup screen will give the user the option to tell DealerMine that a particular Maintenance Group is not to be considered as a Regular Schedule Maintenance Interval and will ignore that visit going back further in service history until it finds a visit that is considered to be a regular scheduled visit. 

Profile

• • Name Tab -New feature implemented where User type 5 (BDC Manager) sees draft appointments and appointment booked by user type 4,5,6 (Service BDC, BDC Manager, Service/Sales BDC).

  • Mailing Address - the full mailing address now displays on the customer's profile, including the postal code/zip code.

Appointment Schedule

• Book By Skill - Max Hours: This allows the user to set a maximum amount of hours to a skill group.  From the Appointment Schedule screen, the graph for Hours/Sold Max will display the amount entered in this column. If a value is not provided, 999 is displayed on the graph.

Reports 

• • Key Report 1: Performance Report - We added sort options to all Performance Reports, with the exception of the detail report.  The sort options allow you to run this report based on a specific user type, which allows you to hone in on the users you want to see without having to sift through all users.  I.e. Choosing "Appointment Coordinators" will bring back all Service BDC, BDC Managers or Service/Sales BDC only without showing any other users.  The default selection is "All".

Fetch 

Fetch adds columns into queries only when generating a new query; for example, if the user creates a new fetch, it will display all fields queried and configured and then the user saves; if the user edits the queried fetch and removes more fields and then saves again, the default fields (columns) for the original query will not show again. This will give the user the ability to remove columns they don't want to see, save, edit and not see the columns again until they create a new query. 

Also we have removed a lot of default fields that the user won't normally want to see for the returned data. The columns that no longer show as default columns are:

• Cell Off 

• Email Off  

• Letters Off  

• Home Off

• Work Off 

• Storeno

• Branchno

• Autofetch Off

• Maintenance Off  

• Language

• exclusion inactive does not own 

• Texting OFF

• BirthDate

• Vehicletype

Search Screen

• We have added the DMS # to the search results next to the DealerMine customer # to help better identify customers and locate them in the DMS.

Service CRM

Resolutions

For some Dealerships, there were issues with the following. All the listed issues have been resolved and are now in production:

1. The booked by history was changing after an appointment was recycled. This was due to an enhancement for transportation types.

2. All the customer's vehicles were not displaying on file

3. If two customers had the same cell phone number; for example, merged customers, the system was sending text history to the wrong customer file. The system now 

4. Transferring VINs from one customer file to another. 

5. The email-tab-orb count was inaccurate according to the number of unread emails in the DealerMine email application.

6. If the Dealership hadn't configured transportation codes for eService, the Transportation code drop down was displaying in the Portal. 

7. When trying to book appointments the only time that was showing available was the key drop for current and next day. 

   1. Letters were displaying to print but the user was unable to select the letter. This issue had to do with the Serno. 

   2. From the Search View screen, users weren't able to search by plate number with a space.

   3. Name Tab - Draft (Create By) was not not populating and users were viewing more booked appointments than they should. This issue has been fixed on the web service by only displaying appointments booked on the store/branch the logged-in user has access to.

8. When merging a customer's information an error message was presenting "Error getting the Relation ship Info".

• 1. Clicking on the All Stores check box under Service History wasn't saving the selection when the user would tab-off and then return. 

  2. Users were having issues sending test emails through Fetch due to account being locked in Jango.

  3. If a Dealership doesn't opt to have Transportation Codes display in eService, the drop-down for Transportation codes will no longer display.

  4. There was an intermittent issue where selected calls were not displaying properly under the "Users" button for users that had selected calls.  This issue has been resolved. 

9. When booking an appointment for a new customer with an unknown VIN Dealerships were sometimes presented with the following error: Error creating Appointment - Status Code = 2 - RECORD NOT FOUND (SERINDEX). 

• 1. Emails weren't being pulled into DealerMine. Email receiving has now been stabilized.

  2. When rescheduling or deleting an appointment and then choosing to move on to the next customer, this wasn't counting as a confirm or no show. So if a call to a customer for a No Show, and the user either deleted or rescheduled the appt, it would not show on Key Report #1. This has been resolved and the user can now get an accurate look at recycles.

  3. There was an issues with editing saved Fetch queries; an error was presented "Error Refresh Data For Query". 

  4. Issues with removing Fetch campaigns from the Call Select screen has been resolved. 

  5. Issues with booking from Draft Appointments. User would click on on the draft, go to view schedule, and then double click on the time. The time would show in red, and would not allow the user to book. Also doubling of appointments appeared when editing an appointment. User would click "View Schedule", selects another "Time Slot" on the Appointment Schedule then book the appointment. It wasn't re-scheduling the appointment but instead creating a new appointment.

All the above issues have been resolved and are now in Production.

Showroom CRM

Enhancements

Administration

License Scanner:

If you choose to use a license scanner, new features have been added: 

1. From the administrative screens, you are able to customize the number of days to retain the scanned license. 30 days will be the maximum, but this time frame can be adjusted to be less than 30 days.

2. The picture is blurred in DealerMine for the 30 days that it still resides in DealerMine. No one will be able see the information on the scan; only that a scan was performed! 

3. On the actual scanning PC at the dealership, the pc will always store the last scanned copy. We will change that today and re-install new software on those PC's which will remove the last scanned. This change deletes that last scan which will further enhance compliance.   

Inventory Screen

• • Add Incentives - We have added the capability for any Sales Manager to add a monetary incentive to any vehicle in the inventory screen.  Simply right click choose "Add Incentive" and enter a value.  You can do a multi add, delete or edit by selecting multiple vehicles while holding the Shift key before you right click.  Incentives are visible to all Showroom users in the column with a $ as a header.  Also click the option to "View All Incentives" found on the left hand side of the screen to view only stock with added Incentives. 

Fetch

• • Fetch: Send to Showroom - The radio button will default to Sales at the bottom of the pop up when sending any campaign to Showroom.  This will ensure your ROI is based on vehicle sales that have occurred after the campaign sent date.

Trade Screen

• • Add Trade - We will hide the drop down option to add an 'existing vehicle' if there are no existing vehicles on the profile to add.   

Leads

• • Mark as Duplicate Lead - We have added the ability to mark any lead as a duplicate lead by right clicking on any lead.  Once you right click on the lead and choose "Duplicate Lead" a pop up screen will appear where you can select the lead in which it duplicates, using only the last 10 days of leads that have been linked to an existing or newly added prospect file.  In "Lead History" you will see a green + icon that represents duplicate leads exist for this lead.  Click the + to view the additional leads that have been marked as a duplicate of this parent lead.

  • Showroom Leads - Assignee Options: You can now configure the assignee of each lead source using the following options: unassigned (default setting), round robin or choose one user as the assignee.

  • Showroom Leads - Add Up:  This option, if checked will automatically create a new Traffic Log entry assigned to the appropriate Salesperson based on the selection for assignee using the lead details.  This will save time preventing double entry. 

Portfolio

• • In Service - we have made In Service the default view now for all users when first entering the Portfolio screen as a guarantee customers coming in for service each day will not be missed.  This also helps to improve speed and performance since some Portfolios contain thousands of records.

  • Working Pool - The working pool is a new filter that will contain all customers currently being worked on, in hopes of closing a sales deal where the contact originated from a customer found in the Open Pool.  The same customer could exist in more than one Salesperson's Working Pool if more than one Salesperson is working a deal for a customer that originated from the Open Pool. 

Profile

• • Purchase History - we have added a new column to the far right labelled "Loan Provider", which will display the financial institution used for the deal if the data is able to be retrieved. 

Traffic Log

• • We have changed the default view on "All Guests" to be "Linked Guests" rather than "All Guests".  This will show all linked guests, rather than all which included Deleted Guests.

Showroom CRM

Resolutions

• • There was an issue with not being able to double click a customer in the Portfolio to view the Profile.  This has been resolved.

  • There was an issue on some dealerships where the orb on Sales Merge was not matching the number of deals to merge.  This was has been resolved.

  • There was an issue with assigning leads and not seeing all Salespeople's names in the list, depending on how far down the list you were.  This issue has been resolved and all Salespeople's names will appear. Once an assignee is saved, the email will be visible to view in the bottom portion of the screen.

  • There was an issue with Sales Schedules not showing linked Letter Templates. This is fixed and is now in production. 

  • There was an issue with the Workplan tab displaying duplicate Follow-ups. This has been resolved and is now in production.