Service CRM Enhancements & Resolutions
Enhancements
1. When creating a Batch Email for contact type CSI, users will now have the option to exclude departments. When creating a Batch Email, and the Batch Type, “CSI” is selected, a “Departments Excluded” option will display. When the pencil is clicked a Department popup will display all the departments that can be excluded when the batch is sent out.
2. We have given the option to users set up as BDC Managers to receive responses from batch emails. To allow a User access to receive responses, go to “Templates & Batch Setup”, “Batch Contacts”, “Emails”. Click on the options drop down; when editing or adding a new batch email, a window will appear. Click on the pencil beside “User” to select which users will receive responses. user’s with the role “BDC Manager” are now included in that list.
3. We have enhanced “Batch Letter Setup”. When creating/editing a letter batch contact, once you pick a recycle type in “Recycle as” all of the letters within that category will populate in the “Letter Name” drop down.
4. We have added “Book Appt V2”, and “Customer Information” to be default permissions when adding a new user with the role “Service BDC”.
5. We have added a new ‘Contact Type’ called ‘Service Leads’ in the Send Email window.
6. In Telephony configuration - Call Queues - When the numbers of Loops are set to 1 or more the user will now have to select a step in the queue to loop before saving.
7. We have added two tabs in the “Contact Selection” setup window labeled, "Global" & "Store/Branch". In the "Store/Branch" tab, users can customize when they want Declines to populate on the “Call Select” screen, for each specific Store & Branch. Make sure to click “Save Store/Branch” for each store/branch you make changes to.
Note: Any changes made in this window will take the nightly download to be put in effect.
10. If a user is integrated with AutoPoint, their target options will display similar to the screenshot above. These target options are based on the results from a vehicle inspection.
If a user is integrated with Quorum, ADP, or Reynolds, their target options will display similar this this screenshot. These target options are based on declined maintenance services.
8. In Store Specification under “Store Setup” we can choose a “Default Customer Language”. When a default language is selected each time a new customer is added to Dealermine going forward, their language will be defaulted to the language you have selected in “Store Setup”.
9. We have enhanced our Auto Send Report Emails to indicate in the subject line, the name of the Store/Branch that the report is regarding.
11. When buying a texting number, users will have the option to also use this new number as an inbound line. For Telephony users only; in the "Add a Texting Number" window, an option will display to “Use In Inbound phone numbers”. When this box is checked, it will allow the new number to be used for texting and Telephony. The number will also display in the Telephony setup screen > Inbound numbers, but will need to be activated for the queue work. Once you can not un-check this box. Also, when buying a new Telephony number, it will show in the Texting setup screen again to be used as both a texting number and a Telephony number.
*numbers can only be deleted or edited in the setup screen they were created in. When the number is deleted, it will be deleted from both screens.
Resolutions
There was a concern where customers were receiving batch emails from the wrong branch. This was due to the fetch source "All Customers", not filtering by store/branch. We have updated this source so it will filter accordingly to the chosen store/branch.
There was concern that when trying to add a carryover opcode to an appointment, the ‘Book Appt’ window would get a spinning wheel and would not load. This has been fixed.
There was a concern where customers were receiving the following error messages while trying to edit “Maintenance Groups” in Maintenance Configuration:
“Failed Saving Opcode Info”
“Failed Deleting Maintenance Group"
This has been corrected.
4. Users were unable to update customer information using previous data of customer information history. This has been fixed.
*Make sure to click "Save" before exciting the window if you choose previous data.*
5. *We received some concerns of being able to overbook appointments in DealerMine from both updating drafts or creating/editing appointments, even while prevention's were turned ON. Please see below the corrections we have made.*
If adding a new line when prevention's are turned on, DealerMine will validate the opcode added to ensure that the new opcode is not being overbooked and that the estimated time does not exceed the Shop closing time.
When the time of the appointment, or an opcode is being updated on an existing appointment, DealerMine will validate the line or changed time to insure that the Shop hours, and opcode are not being overbooked and that the time slot is available if there are waiter restrictions.
When there is a transportation change on an existing appointment and prevention's are on, DealerMine will validate the transportation code to make sure the time slot is available for the transportation selected. DealerMine will then, validate the estimated time of the lines to make sure that the appointment will not exceed the Shop closing time.
When editing an appointment by changing the date and prevention's are on, DealerMine will need to validate everything on the appointment to ensure that the Transportation, opcode, max appointment counts, and Max hours, do not exceed the daily limits. When the day is marked as full and prevention's are on, users will not be able to book an appointment.
When trying to book for a team/Skill that is marked as full on the appointment schedule, and prevention's are turned on, users will not be permitted to book.
When the Shop is marked as full on any given day, and prevention's are turned on, the users will not be permitted to book for that day.
Sales CRM Enhancements & Resolutions
Enhancements
On the last release we made some changes to the process of linking a Web Lead to a profile. We stopped redirecting the user to the Profile screen and they would stay on the Web Leads tab. This change has been reverted and now when going through linking process, users will be redirected to the Profile that they are linking the Web lead to.
2. We have added a new column in “Email Setup” under sub tab, “I-leads”, labeled “Slm from ADF”. If this is checked, DealerMine will look for an email in the lead that matches a salesperson, and assign the lead to that user. If this box is checked and there is no email that matches a salesperson, the lead will follow whatever is chosen in the "Assignee" drop down.
3. We are now supporting MSRP % incentives.
Users now have the ability, when editing an MSRP incentive, to adjust the incentive type to a dollar amount, or a percentage. The saved values will present accordingly in the desking screen.
See screenshot beside "Incentive Type", where you can select $ or %, as well as select whether it is before or after tax.
4. For Dealerships setup to push to 180, they will now have the option to push to 180 from both the Worksheet, and the Desking screen. When all the necessary information is entered, and saved, a “Push Lead” button will display in the bottom right hand corner.
The Push Lead button will only display on the worksheet after all the required information has been entered and saved, but will not display when the worksheet is in “View Only”.
When the button is pushed the information will be pushed to 180, and a popup will display letting the user know that the information pushed successfully.
Resolutions
Contact history was not being recorded if a follow up created from the traffic log was being deleted in the "Follow up" tab in filter "All". This has been corrected.
When a customer’s vehicle is marked as Sold/Traded in Dealermine, it will show a line through the customers name in the “Portfolio” tab after the nightly download. There was a concern where the strike-through would not show. This has been fixed.
DMS Enhancements & Resolutions
Enhancements
1. QUORUM - When booking an appointment in DealerMine, users now have the ability to select the Tech group from the Tech drop down and DealerMine can push this into Quorum correctly.
Resolutions
QUORUM - When booking an appointment in DealerMine for a waiter, we are now pushing the correct priority code to Quorum.
QUORUM - There was a concern where users were not seeing the appointment comments in the list view “Requests/Symptoms” in Quorum column from an appointment booked in Dealermine. User's will now see the general appointment comments in "Request/Symptoms" field in Quorum, however to see the comments on each individual line in Quorum, you must open up the full appointment.
DIS - DealerMine is now able to push the Transportation code, CWI,
DIS - There was an issue pushing customer information into DIS when booking an appointment in DealerMine. We are in the process of communicating this to our DIS customers, as the resolution requires action on both ends.
PBS - There was an issue with Maintenance lines being duplicated when updating an appointment. This has been fixed.
Did you know?
1. QUORUM - When adding a customer in Dealermine, if the first name, last name, and postal code match an existing customer in the DMS, when user clicks save, they will receive an error message stating “Customer already exists in DMS - Cust#”.
2. To set up a Waiter Schedule, you must have “Schedule Waiter” checked on in order to create one.
If “Schedule Waiter” is checked, you can then move over to the “Waiter Times” tab.
From here, you can now set the number of waiters you would like to allow for each time slot. If there is a 0 in the slot, it means that NO waiters can be booked on that time slot.
*Note: If “Schedule Waiter” is not checked on, then you will still be able to book a waiter on a time slot that has a 0 in it.*
Coming Soon!
We are excited to announce the launch of an upcoming new feature called, "Appointment Prep"!
This feature will allow a quick and simple way for an Appointment Coordinator to communicate appointment "prep work" that may need to be completed ahead of time.
Users will have the ability to notify anyone at the dealership that this "prep work" may concern. Tires need to be removed from storage, a miscellaneous or recall part needs to be ordered... Etc.
The best part is... This can be done within the push of a few buttons!
Step 1
Step 2
Step 3, complete!
The user chosen in the "Send Notification" window will receive an email, and the outstanding task will be stored in DealerMine under a tab labeled "Appt Prep", until the RO is closed.