Service CRM Enhancements & Resolutions
Enhancements
1. When creating a Batch Schedule and entering in a value for the field “# days between” if a Zero is entered for the “# days between” to avoid over contacting customers, DealerMine will only use the # days between if it is equal to or greater than what has been entered in the Recycle screen.
⦁ If # days is set to 0 and the Recycle screen for the same Contact Type is set to 5, DealerMine will contact after 5 days.
⦁ If # days is set to 30 but Recycle screen for the same Contact Type is set to 5, DealerMine will contact after 30 days.
So basically, the # days cannot be less then the Recycle day set in Recycle setup.
2. When using the option to remove Recalls from the Call Select, this option will also remove the “Recall indicator” from the customer profiles as well. To take advantage of this option please call our Support team.
3. Users now have the ability to edit already merged files. To do this go to the Merge tab under Customer information screen, select the new ‘Edit Merged Info’ button. The new Customer Merged info screen will display where the user can update the info that will display on the parent file.
The Edit Merged info button will only display for dealerships that are using "Use Customer File Merge Screen ".
4. When booking an appointment in DealerMine the "Link" icon will display whether the opcode is linked to a Maintenance group or not, so it was hard to distinguish between a linked and unlinked opcode.
Now to make it easier a “Linked opcode” will display in grey where an “unlinked opcode” will display in red.
5. When in Opcode Utilization, we have removed the Save button as Save will occur when an Opcode is linked to a Maintenance group or the Status has been changed to active or inactive. The Active/Inactive button will display at the beginning of the line and will display as a green check for On and a red X for Off.
When unlinking a Maintenance group from an Opcode and it is the last opcode linked to that Maintenance group the user will get an error and will no longer be able to delete the last linked Opcode.
6. A new report has been added to the Reports tab "Issue Detailed Report", under Issues. The report can be ran by Date and has the sort options of, "Advisor" or "Reason" and by "My Unresolved" and "My Resolved". This report will pull and display the following information;
Issued To
Customer Name
Customer Number
Issue Reason
Issue Type
RO Number if Applicable
Open Date
Resolved Date
Assigned To
Issue Details
Resolution Details
7. When working from the Appt Sched and a user has selected to “View Tech Schedule” from the drop down, the message “DealerMine has located __ new technicians. Click here to setup these techs.” will only display for users that have access to the Technician Setup.
To give access User Setup > User Access > Admin Screen >Technician Setup
8. When on the "Selected Calls" popup screen from the Call Select, the headers are now locked. This will make it considerably easier when scrolling through the list of users.
9. When a Text optin is sent and the SMS bubble display in yellow, the SMS yellow bubble will be disabled to ensure that another text optin does not get sent.
10. When users are using Telephony to make Outbound calls there are times when a user doesn't have access to the voice files of the branch they are calling for, or the vehicle that they are calling on belongs to a different branch. In these cases they will get the following errors in the Call Pop when trying to make a call.
When using Telephony to make Outbound calls there are times when a user doesn't have access to the voice files for the branch they are calling for. In these cases they will get the following errors in the "Call Pop."
OR
When there are no voice files but the Branch for the Serial number and Caller ID are the same, users will be presented with the following message. Message will display the Branch name of the Caller ID.
"There are no voice files or you need permission in the Telephony setup screen for “Branch Name"
When there are no voice files but the branch for the vin and Caller ID are different this message will be shown with the branch name of the store. The user will also see message #1 with the branch name that the vin belongs to.
"This vehicle belongs to a different branch than you are calling for "Branch Name"
AND
"There are no voice files or you need permission in the Telephony setup screen for “Branch Name"
11.We have added two new merge fields << ApptDate_fr >>, << ApptTime_fr >>, << ApptDate_en >> and << ApptTime_en >>. These merge fields have been added for users who wish to create bilingual templates, this would include both French and English scripting in one template.
We have The merge fields << ApptDate >> and << ApptTime >> will translate according to the language that was chosen on the template.
<< ApptDate_en >> and << ApptTime_en >> will display as "Monday 24 Feb 2020 02:00".
<< ApptDate_fr >>, and << ApptTime_fr >>, which will display as “lundi 23 mars 2020 14:00”.
12. When creating or editing a follow up, the “Assign To” option has been updated with the option to search for a user. The drop down with a list of users will still appear, but users can also type a name to search as well instead of scrolling through the list.
13. The merge field "RepairOrderDate” was always displaying a time of 12:00AM, as a result DealerMine has changed this to only display the Date and not the Time when using merge field "RepairOrderDate” .
14. In the Customer information screen under the Contact Method tab DealerMine has changed the section "Email Preferences" and "Automated" to "Automated Type" and "Automated Method". When checked or unchecked these settings will affect automation for Voice Drops, Email, and Text.
Automated
Maintenance turns off all automated Maintenance jobs for customer.
CSI turns off all automated CSI jobs for customer.
Confirm turns off all automated Confirm jobs for customer.
Sales turns off all automated Sales jobs for customer.
Fetch turns off all Fetch campaigns for customer.
Automated method -
Auto Calls/Voice Drops turns off All automated Voice drops for customer.
Batch Emails turns off All automated Email jobs for customer.
16. When creating a Batch schedule users now have the option to "Round Robin" by clicking on "Distribute Text", a user list will display in a popup, and the users that display will depend on the Batch Type selected.
CSI batch schedules will have this option along with the option to exclude departments by selecting the pencil for "Departments Excluded". When the pencil is clicked the popup will display the departments that we pull from the DMS.
17. When a customer’s profile displays a "Refusals indicator, users can now click to open the Deferred Services popup. The popup will have a hover tool-tip making it easier to identify Deferred from Declined. A calendar has been added to the popup where the user can easily edit the deferred date and or reason code. Any changes made here will also update the entry on the Referral tab with in the Followup action tab.
*This is only for Deferred and Declined that are created with in DealerMine, this does not included MPI refusals.
18. DealerMine will now display the account SID under Caller ID Verification in Telephony Configuration setup screen.
Resolutions
There was an issue with reused ROs showing on Key report 2.2. This has been resolved.
When deleting a phone number from a customer’s Profile in DealerMine , it was not pushing into PBS. This has been resolved.
When giving a user access to receive email notificatoins in User setup, the user names were not displaying in the User list in Shop hours > Opcode control. This has been resolved.
Sales CRM Enhancements & Resolutions
Enhancements
*Contact Support to use this option.
1. DealerMine now has an option per Store "Show all unsold indicator entries".
When this option is On and a user pulls Unsold Contacts from the Call Select, when clicking the Unsold indicator from the customer's profile the popup will display all Unsold schedules due for that customer. The latest Unsold schedule will display at the top
When the option is Off, and a user clicks on the Unsold indicator on the customer's profile only the latest Unsold schedule will display.
The Unsold Popup will display a Complete button that will mark the Unsold as “Completed”, a Completed popup will display where users can enter Comments and then click OK.
This action will be recorded in Contact Hist on the customer’s profile.
2. When sending an email on a file that is a sales customer, user has an option to click "Would you like to add this email note to the traffic log entry with a walkin date of 01-17-2020 10:30 AM and status of Lead Deleted", When yes it clicked user will now be able to view the email from the Traffic log entry. When on the Traffic log entry click on the Notes section and the Add New Note popup will display the email links as
"An email has been sent - DealerMine test View" . Click on the View and the email selected will open. From the email screen users can view the email and Reply.
Note Reply emails will not display for viewing in the Add New Note popup
The Add New Note popup will display;
The users name that sent the email
Date and time email was sent
Customer’s name
And the View button
3. A new option has been added to the Delivery Configuration screen “New Delivery Notification” check box. The option is per Store/Branch and when turned on and a new delivery is saved, an email notification with a calendar invite will go out to the assigned salesperson with details about the delivery.
To setup a Sales Person for a Delivery Notification by adding the user’s Cell number or Email address and check the corresponding check box in the User Setup screen.
Resolutions
When users were performing a Sales Reassign from the Portfolio tab, and selecting to reassign a large amount customers, they were getting a Timeout error. This is now fixed and users are now able to reassign. The time it will take to reassign will depend on the amount of customers being reassigned, so the larger the amount the longer it will take.
There was an issue with the Traffic Log report displaying the incorrect Closing rate. This has been resolved.
*Rate is calculated by dividing Unique sale/# of Unique.
DMS Enhancements & Resolutions
Enhancements
Resolutions
There was an issue when booking a Recall, the last two digits of a recall would get deleted when pushing to Quorum. This has been resolved.
When an appointment was booked in Quorum and pushed into DealerMine some service lines were displaying /r/n. This has been resolved.
There was an issue when pushing an appointment to Quorum we were overwriting the recommended hours column with estimated time. This has been resolved.
There was an issue where the Cause, Correction and Complaint were not pulling over from Serti to DealerMine. This has been resolved.
When deleting a phone number from a customer’s Profile in DealerMine , it was not pushing into PBS. This has been fixed.
Did you know?
Did you know, when trying to delete a Batch Schedule that has history attached to it the user will receive an error letting them know this and that they will have to inactivate the schedule.