Service CRM
Enhancements
Please Note - DealerMine will automatically log out any user after being inactive in DealerMine for 60 consecutive minutes. This would only happen when the system is untouched, no searches, recycling, screen changes etc. If any user wishes to change the duration of time in which the auto log feature occurs, please call Technical Support as it can be customized per user.
Call Select
New "Insight" added to Target Options for Maintenance - We have enhanced our maintenance target options to provide you with more insight into your Service department directly from the Call Select screen. Beside each maintenance operation group we will display the average labour gross and sales per operation, along with how many of these services are booked in on future upcoming appointments. Having this awareness when selecting calls will allow each Appointment Coordinator, Service Manager, Service BDC Manager to make more informed decisions on which services should be targeted to maximize shop capacity daily. Click here for more information on Call Select.
Book Appointment Form
Non-integrated stores: if a user selected an appointment from the Appointment Schedule and right clicked to View Details, when the Appointment Form presented, the user thought they could update or delete due to the Update and Delete command buttons being in view. These command buttons are no longer options for the user; the form is view only for non-integrated stores.
Appointment Draft
You can now customize the number of days before an appointment draft is deleted from a customer's profile for any store/branch. See the Appointment Schedule > Store Specifications setup screen to customize this option. The default value is 14 days.
Fetch
Template Removal
Users requested the ability to remove templates under the Import Management tab.
Sending Email (Contact Methods)
When sending a Fetch Email Campaign DealerMine is now allowing users to bypass existing user accounts (e.g. Send Emails From) and enter an email account of their choosing. These emails will be sent via DealerMine but responses will be based upon the "From Email" account and identified based upon the "Display From".
Issue Management
We will now include the customer's DMS ID # on the raised issue email template for faster referencing in the DMS.
Texting
When a user unsubscribes to a text sent from DealerMine they will be turned off in DealerMine for texting permanently. If any DealerMine user attempts to turn texting back on they will be presented with a pop up message stating the following: "Sorry this customer has unsubscribed to texting as noted in Turn Off Hist. To be turned back on, please inform the customer that they must text the following start word by itself: START".
The customer has full control of turning themselves back on for texting at anytime by texting the word "START" to the dealership's texting number.
CASL (Exemption Override)
For Canadian Dealerships DealerMine is providing an “Override” option in which the following types of messages based upon current “business relationships”, will not be considered a CEM in the meaning of CASL, as long as the message is only for one or more of these purposes:
1. facilitating, completing or confirming a commercial transaction that the person to whom the message is sent previously agreed to enter into with the person who sent the message or the person — if different — on whose behalf it is sent;
2. providing warranty information, product recall information or safety or security information about a product, goods or a service that the person to whom the message is sent uses, has used or has purchased;
3. delivering a product, goods or a service, including product updates or upgrades, that the person to whom the message is sent is entitled to receive under the terms of a transaction that they have previously entered into with the person who sent the message or the person — if different — on whose behalf it is sent
Within the DealerMine system these “exemptions” relate to:
Appointment Confirmations
NoShows
Recalls
Special Order Parts
*This is a customizable option within User Setup (Users Defaults > DealerMine Access > Email > CASL Override) to allow users to send emails for the afore mentioned "exemptions" to customers regardless of being turned off for messaging. Once "On", DealerMine will display a "Yield" sign beside the customer's email on their Profile Screen...indicating to proceed with caution.
NOTE: Dealermine accepts no responsibility for and by using the DealerMine CASL fetch system or communications systems, dealers are representing and warranting that they have made their own inquiries with respect to compliance with CASL and that they are solely responsible for their use of the Dealermine fetch system and any breaches of CASL arising from their use which violates CASL. Dealermine is NOT providing legal advice and strongly recommends that dealers contact their own legal counsel to seek advice on compliance with CASL and the sending of commercial electronic messages.
Unsubscribe Mechanism
An unsubscribe link will be added to each outgoing email from DealerMine whereby DealerMine will comply within 10 business days of the request as legislated by the Canadian Anti-Spam Legislation (CASL)., updating the customer's email "Contact Methods".
Sample "Unsubscribe Message"
If you do not wish to receive electronic messages from <-CompanyName-> in the future, please <-unsubscribe->. Please be advised that this may restrict our ability to send messages to you in the future.
When unsubscribing customers will have the ability to manage their Commercial Electronic Message (CEM) preferences:
Email: Service Reminders, Customer Surveys, Sales Follow-ups, Promotional Offers
Or Unsubscribe from “All” electronic communications
NOTE: The <-CompanyName-> merge field utilized within the unsubscribe link and on the unsubscribe page is customizable by store/branch via DealerMine's setup screen., Admin Screen > Store Setup > Store Setup > Unsubscribe. As well, a Dealer Logo URL can be added to further customize the unsubscribe page.
CallType Preferences
An enhancement has been made to the "Send Email" screen reflecting a customer's email preferences. If email is "Off" the email "Action Button" is disabled, if email is "On" DealerMine will always provide the following Call Types (e.g. ApptBooked, MVI, NoShow, Recall and Spords). As well, providing the following CallTypes based upon their active "Contact Methods" (e.g ConfirmAppt, CSI ,Maintenance, Marketing and Sales / SalesLeads).
Service CRM
Resolutions
The delete button under the drop down menu in Email was showing as disabled when attempting to do a multi-select before deleting. This issue has been resolved and multiple emails can be selected then deleted.
There was an issue viewing embedded images/screenshots in email as they were showing as broken images. This issue has been resolved.
The email red orb was wasn't always matching the number of unread emails at first glance. This was due to a scrolling issue, not scrolling back far enough to find any other unread emails. This issue has been resolved and the orb should always match the number of unread email.
The recommended services pop up screen has been revised slightly, presenting the same information on screen only in a different layout. Click the green (+) to expand the Linked Opcodes.
Followup Email Templates were not visible as a selection when emailing a customer. Followup now displays as a selection and any template may be sent.
Showroom CRM
Enhancements
Setting up Sales Schedules
The Sales Schedule setup screen now adheres to the store/branch access for the user setting up the sales schedules. This new feature will prevent users from setting up or editing existing schedules on a dealership they do not have access to.
Workplan Report
We have created a new printable Workplan report which can be found under the Reports menu > Showroom > Workplan Report. The following workplan tasks are now printable in a report format for any selected date range:
Followup
Sales Schedule
Fetch Campaign
Showroom Leads
Lead Notifications via Text: You can now receive a new text message to any 10-digit mobile number when a new "Lead" comes into DealerMine that has been assigned to you. See User Setup for details.
All Showroom leads that have been deleted will display a icon on top of the Status column to clearly identify the lead was deleted.
Inventory
Filter by Trim - We have added a drop down to filter by in Inventory for Trim which will allow users to filter by Trims that exist in the dealerships inventory.
Discounts - We have renamed Incentives to be "Discounts" in the Inventory screen. Sales Managers can add discounts and all Showroom users can "View all Discounts" by checking the selection box. Discounts are also visible in the "Vehicle Matching" screen.
Showroom CRM
Resolutions
When browsing Inventory will default to the Store/Branch based on user access and only stores each user has access to will be options to browse.
Adding prospect from Portfolio - When adding a prospect from the Portfolio screen the user will now be directed to the Profile of the newly added prospect.