Service CRM Enhancements & Resolutions
Enhancements
1. We have added two new merge fields for RO Status texting and email templates called:
wipAdvisor - This merge field will add the advisors name
wipAdvisorPhoneNumber - This merge field will add the advisors phone number
Note: these will only work if the information is set up in DealerMine
2. We have updated the Appointment Prep notification to no longer include the branch number at the end of the VIN.
3. We have added an error message to the eservice config screen when updating the number of reduce slots exceeds available slots on the appointment schedule. Similar safeties have been put in place on the advisor set up screen.
Agent Console Report
We have added a new report called Agent Console report for customers in our DealerMine BDC. This report can be located under the reports tab BDC Productivity > Agent Console
Number of AC’s currently hitting 80% Productivity
Staffing Ratio we want to hit ideally .85 people per store
Number of Stores in Queue
AC Count- # of AC’s in Queue and how many are currently logged in and the working store
Inbound calls offered
% of unique customer numbers linked for inbound calls, low number indicates improper linking. I.e. – when a customer calls in DM can find the customer based on the inbound call number
Outbound calls made
Voice Drops made
Missed Calls
Voicemail Messages Left
Voicemails listened to
Voicemails linked to a customer
Missed Calls and Voicemails left outside of business hours or missed calls that were abandoned within 10 seconds during business hours
Productivity - The goal here is 80% productivity for each individual user. This number is based on the amount of time spent on the phone, and in between phone calls. Basically, the more calls an Appointment Coordinator can make, in the least amount of time, will result in a high productivity level. When it comes to outbound & inbound maintenance calls, there are many ways we coach the appointment coordinators to maintain the quality of the calls while keeping them short and sweet.
We calculate Productivity by {Total Inbound talk time + (30 seconds per call × the number of inbound calls) + total outbound talk time + (45 seconds per call × the number of outbound calls) + 120 seconds for each voice mail listened to + 60 seconds for every appointment booked} ÷ by total available time.
Available time calculation: The total time from when the user logs in to the time they log out, minus make busy time.
Gross - The gross per appointment is based on the dealer’s manufacturer. Having a target in place for the gross of each appointment ensures the user is up-selling each recommended service due.
The A stands for Actual, this is the current gross per appt we are at.
The T stands for target, this is the benchmark we have for the manufacturer.
Answer Rate - The goal for answer rate is 80% We calculate answer rate by (In calls – Missed Calls – Voice Messages + M/V Outside Hrs) / In calls
In Handled - This is the amount of inbound calls the BDC answered during the selected time frame
EM Count - The amount of unique conversations handled through Electronic Message (Email and Text) by the BDC
Avail Hrs - Available hours is the amount of time a user has been logged in.
Prod Hrs - Productive hours is the amount of time a user spent on the phone, booking appointments and listening to voicemails.
Start Time - The start of the first shift in the BDC (this display in atlantic time)
End Time - The time the last shift ends (this display in atlantic time)
App Cnt - How many appointments were booked
% Out - percent of appointments that were booked on outbound calls.
Available Contacts - how many available contacts were on the call select screen during this time
NS - No Show
CA - Confirm Appointments
MN - Maintenance
Month to Date stats
Avg Mins per In - The average time spent on an inbound call in minutes
Avg Mins per Out - The average time spent on an outbound call in minutes
Suspect Calls - Any calls that are less than 10 seconds (possible reasons for outbound calls, busy signal, no longer in service)
Aux State/ Push to call
We have improved Telephony to now include aux states!
DealerMine now has the ability to create custom Aux States for Telephony enabled dealerships. These Aux states coincide with our new push to call feature which will push inbound calls directly to the next available agent!
Aux States give the ability to customize After Task Work (Tasks can be calls, emails and texts) and help increase productivity and answer rate.
How to set it up
Auto Answer
First if you want the calls to be automatically pushed to the DealerMine telephony user you can turn that on by going to Admin > Telephony Configuration > Call Queues ( Please ensure you select the correct store and branch from the drop down) and make sure ‘Auto Accept’ radio button is checked.
Aux States
Step 2 make sure you have the Aux States set up This can be done from Admin > Telephony Configuration > Make Busy / Aux State Reason ( Make sure to have the correct store and branch drop down selected)
To add a new Aux State go to options in the top right of the setup screen and select ‘Add Make Busy / Aux State Reasons’. (users can also edit and delete aux states by selecting the correct aux state and using this drop down).
When you select add a pop up will display for you to enter the name of the Aux State you are
Once added there are 6 options:
Active or Inactive ( if checked the Aux State is active and usable, if unchecked the Aux State will be made inactive )
Name - The name of the AUX State you wish to display to the user
Selectable - Determines if the user is able to place themselves in the Aux State outside of system intervention
Offline Reason - Reason for a user to not be logged in i.e. Lunch, Break, Personal, etc (if selected all of the radio buttons moving after will be disabled)
Outbound Call - If checked users can make outbound calls in this state if not checked users can not make outbound calls in this state
Inbound Calls - If checked users can take inbound calls in this state if not checked users can not take inbound calls in this state
Duration - The amount of time in seconds a user can be in a state prior to being pushed to another state as indicated in drop down
Step 3 Creating Action Triggers
Action triggers is an Aux State that the user will automatically put in depending on the action they performed (call, email, text, book appointment, recycle)
This set up can be found under Admin > Telephony Configuration > Action Triggers (ensure the correct store and branch are selected from the dropdown)
The action triggers that can be added are
CallCompleted - when the user or customer hangs up the phone
RecycleCompleted - when the user recycles
EmailCompleted - when the user sends an email
TextCompleted - when the user send a text message
BookApptCompleted - when the user books an appointment
Action Name - Action that just occurred i.e. Call Completed, Email/Text Sent, Customer Recycled
Next Aux State - Once the Action Occurs in DM where does the user go Next
Restrictions- List of the Aux States the user must be in when that Action in DM is completed for the Action trigger to work
What the user will see
When clicking on the green phone when logged in to telephony the user will get a drop down with the Aux States that were created.
Green Aux States indicate the user is in a ready state to make or take calls. The arrows can be either red or green.
If both arrows are green that indicates the user can make inbound and outbound calls
The green arrow pointing up means the user is able to make outbound calls. The red arrow pointing down indicates the user is unable to take inbound calls when in this state.
The red arrow pointing up means the user is unable to make outbound calls. The green arrow pointing down indicates the user is able to receive inbound calls.
The yellow aux states are timed Aux States.
When selected a countdown will display under the users phone and the phone will be pulsing (after call, text, and email work will also display like this)
The red Aux States indicate a reason the user logged out
Resolutions
There was an issue where a special character in opcodes was causing our daily pull to crash and remove opcodes. This has been resolved.
There was an issue with the Upsell Analysis report and reused RO’s. If a dealership had reused RO’s the write up data was not displaying the information for the new RO. This has been resolved.
There was an issue when in Skill View on the Appointment Schedule where the max appointments for the skill would not display until there was an appointment booked for that skill. This has been resolved.
There was an issue during our nightly download which caused the SPORD calls to be removed from the Call Select screen. This has been resolved.
There was an issue where the Appointment Prep notifications were not sending the DMS customer number. This has been resolved.
There was an issue when regranting access on an existing Office 365 or Gmail account it was suspending the email. This has been resolved.
There was an issue where users were unable to confirm eservice appointments due to the length of the Opcode description. This has been resolved
There was an issue with the Appointment Schedule Detail report showing the wrong dates. This has been resolved
DMS Enhancements & Resolutions
Enhancements
1. DealerBuilt - When adding a vehicle to a customer DealerMine now validates that the customer exists within DealerBuilt
2. Xsellerator - We have added the ability to book quotes within Dealermine. This can be done from within the Quote indicator on the customer profile or from within the Book Appt screen when you click the Action Button. Simply click the checkbox at the beginning of the quote, then click the calendar icon to add the quote as a line on the appointment. A user will have be granted permission to do this under User Setup>User Access>Book Appt V2
Note: Once a quote has been booked, if the appointment is cancelled, the quote will not remain. A new one will have to be created at the store level.
Xsellerator SPORD
For Xsellerator stores only, we have added the ability to book appointments from the SPORD indicator on a customer file.
Clicking on the Spord Details indicator in the Received Spords pop up, will open the book appointment screen, where another indicator will display indicating there is a Special Order Part in stock and the special order number for this customer/vehicle.
If you choose to use the book appointment action button instead, an indicator will display on the Book Appt screen as a clickable button that opens a pop up, providing you with the same SPORD details you would see as if you had clicked the SPORD indicator on a customer file.
You would then follow your dealership's standard procedure to add the line to the appointment.
We have also added a couple of new fields to the SPORD pop up; “Status” and “ApptDate”
In the Status field, as the name suggests, you will see one of 3 possible statuses of the part(s); Ordered, Received or Notified.
The ApptDate field will indicate the date of the Appointment the customer is/was booked in to have the part installed. It will be blank if no appointment has been scheduled.
These new fields have also been added to the Spords Hist Tab, and will display the same information as in the pop-up
The option to allow a user to book a Spord appointment has also been added in the User Setup Screen.
If you wish to allow a user to book spords, you can do so, but going into the User Set Up screen, clicking on their name, click on Book Appt V2, and checking off “Book Spord”
Resolutions
Xsellerator - There was an issue where if a customer was turned on in Xsellerator but off in DealerMine During our nightly update all the files would be turned back on and then turned off again causing the key report 4.1 to display incorrect information.
Xsellerator - There was an issue where users were getting an error when updating an appointment that had multiple notes attached to it. This has been resolved.
Reynolds - There was an issue with Toyota Reynolds where it was not selecting the default opcode when clicking on the shopping cart in the recommended maintenance section. This has been resolved.
Sales CRM Enhancements & Resolutions
Enhancements
1. We have further improved our desking screen to now only display the statuses a user has access to in the traffic log. Before all statuses would display for the salesperson on the desking screen.
2. When editing a followup on the traffic log users are now able to add to calendar and delete.
Resolutions
There was an issue with Delivery Configuration when setting up daily limits for a location it was changing the limits on each location. This has been resolved.
There was an issue with the traffic stats where the deal date column was displaying the status change date and there were duplicates if a customer had multiple worksheets. This has been resolved
There was an issue where the Traffic Type ‘None Selected’ was not displaying in red on the traffic log. This has been resolved.
There was an issue with the Sales Cycle Report - Floor Traffic not properly reporting when run by sales team. This has been resolved