Service CRM Enhancements & Resolutions
Enhancements
Users now have the ability to exclude departments from the Service Report Card. Please call our Support dept to have the option turned on.
When removing Store/Branch access in User Setup >Store for a Telephony user, this now will also remove their access to any Telephony queue for the same Store/Branch.
DealerMine has an option to turn off the "Auto assign Service Leads" when linked to customer's file. To have this option turned on please call our Support team.
4. DealerMine now has the ability to track Eservice activity, we are able to track each time a customer logs in, how far they went into the booking process, and if they booked an appointment.
5. When an RO has two different close dates DealerMine will break them out to display both dates and work/services that was done.
6. In the Admin screen > Store setup, we have expanded the length of the city and address fields so the entire name displays.
7. In Telephony Configuration > Call Queues, we have added a new option called "Queue busy fallback". When a 10 digit phone number is entered in the number field, this will insure that when a call comes into the queue and all the agent’s status are set to busy that the call will be redirected to a Fallback number. If no number is entered then the customer will stay in the queue until they either are answered or they press 1 to leave a message.
8. Users will no longer be able to delete a Voice Drop Caller IDs if it is being used. When trying to delete a Caller ID users will get an error message that will show where the Caller ID is being used.
9. To ensure Batch jobs are not sent out on a Holiday, we have added an “Exclude Holidays” checkbox in the "scheduling" window for batch contacts.
10. Users can now be given access to Override the Max hours and appts on the Appointment Schedule without giving access to the Admin Screen > Shop Hours. This can be setup in the Admin screen in User Access > Appt Sched > Override max Shop hrs and appt.
11. When deleting a Twilio number it will only delete it from the setup screen you are in, deleting from one setup screen will not delete the number from the other setup screens.
12. E-service has been upgraded to hold multiple urls per store. For example, if one dealership promotes multiple OEM's they may want a separate website for each.
We have added a second drop down below the store, click the green plus button to add a Unique Web Name, and choose an email. Then, continue to customize as usual.
Resolutions
There was an intermittent issue where the SMS button was not displaying yellow after sending the opt-in text. This has been fixed.
When sending out a test email, the dealership's name was displaying twice in the body of the email. This has been corrected.
Some customers were having an issue when booking an appointment using eService, after clicking the Request Appt, the next page would not load and they could not see the Recommended Services. This has been fixed.
Some users were experiencing an issue where they could not update or delete an appointment. This is fixed.
When recycling a fetch contact, either from the fetch indicator or from the recycle popup for marketing, it was not recording the action in Contact History. This is fixed.
There was an issue where the Maintenance Schedule setup screens were loading blank. This is fixed.
Users were receiving an error when trying to save any changes in the "Booking Appt Times" tab in E Service configuration. This is fixed.
When users were selecting a target for Batch Texts or Voice Drops, the target it was not saving. This is fixed
9. In Delivery Configuration, the drop down in the Accessories screen was not defaulting to the first store, which was causing the screen to crash. This has been resolved.
10. E-service appointment times were displaying blank. This has resolved.
Sales CRM Enhancements & Resolutions
Enhancements
On the Portfolio tab > Sales Reassign, DealerMine will only display the parent of a merged file, however will update the Sales Person on both the parent and the child file when a Sales Reassign is completed.
2. Users are now able to create a delivery directly from the traffic log. When a status is changed to one that has "Count as Sold" checked in Showroom Configuration, a second popup will display with an option called "Save and Deliver".
3. Clicking "Save and Deliver", will open the "Send to Delivery log window, and will auto fill the fields that it can with the information from the traffic log. i.e, customer name, stock # salesperson, and sales manager.
4. Fetch -There is a new fetch field "FinanceInst" which as been added to the Sold Vehicle Data Source. When used it will return the lender, payment frequency, payment amount, payments left.
DMS Enhancements & Resolutions
PBS
PBS does not permit updates on inactive files. When inactivating a Customer file it will Save automatically without having to click the Save button, once Save is clicked on a inactive file, DealerMine will return the following error:
Error - "Error Processing Request - Please resend contact change with Contact code 115801 in Confirmation. This Contact id has been merged into another contact and marked Deleted or Inactive"
PBS
Users were having issues when booking an appointment, they were getting an error. This has been fixed by PBS.
DIS
DIS users are not able to add/edit a customer’s profile but the error message was not explaining this, so DealerMine added a new error.
Quorum
To push a campaign number into Quorum, users must add the campaign number in the "Campaign #" field.
Quorum
DealerMine is now able to pull SC codes to Quorum that do not have a priority code attached to them, as a result we have removed the Quorum Service code tab from the Transportation Configuration scree. To have your SC codes setup so they will display in the Book Appt form, please call our Support team.
Dealerships now have the option to exclude the mileage value when pushing a Booked appointment into a DMS. To use this option contact our Support team.
Serti
Now DealerMine is able to push to Merlin from the Worksheet screen.
CDK
DealerMine now has an options now to excluded some deals from displaying in DealerMine when a certain Bank Code is used (CDK only). To take advantage of this option please contact our Support Team.
CDK
DealerMine is now able to pull RO #'s that have an alpha character in them from CDK.
Did you know?
Did you know - when adding an OpCode group you need to Save the selected opcodes before clicking on Add Group.
Did you know - users are only able to log into Telephony on 1 device at a time.
DealerMine User Tip!
In DealerMine, we prevent users from deleting appointments that have parts attached to them. We do this to prevent complications on the Dealerships end. So, what does a user do when they receive a call from a customer wanting an appointment deleted with a part attached to it?
Tip: Use Appointment Prep!
Here's how:
A customer calls in and says they want to delete their appt. You click on the "Open Appt" indicator in the bottom left hand corner and notice the yellow circle indicating there is a Spord attached. After going through the proper scripting objections, the customer still wants the appointment deleted.
Of course we cannot tell the customer we aren't able to delete the appointment, instead, we must communicate this to the proper employees at the dealership using Appointment Prep!
Click on "Send Notification"
Make sure you provide comprehensive details in the "Send Notification" window.
The screenshot to the right is just an example on ways to communicate this to the parts department at the Dealership.
Depending on the process at your dealership, this may look a little different. Make sure you speak to your manager to find out the best practice for your store.
To learn more about Appointment Prep, click the link below:
Knowledge is the KEY to DealerMine success!
Delivery Log
The Delivery log will now display the Accessories on the grid. In the column "Accessories" when a value displays users can hover over and a tool tip will display the Accessory names.
Read all about it the Delivery Log here!
