Online Scheduling - Book by Team
We are excited to add a brand new feature to our eService Tool: Book by Team, which provides dealerships with another avenue to streamline the customer online booking process.
To utilize this feature dealerships must meet the following requirements:
Have an Active eService Account
Have Teams set up in Team Set up i.e DM Admin>Appointment Schedule> Team Set up
Setting up eService by team
From the eService Options Tab locate Schedule By drop Down and Select By Team:
Go to options in eservice configuration and change Schedule By to 'By Team'
Once BY Team is selected in the Drop Down and you have selected Save a new Tab will appear Team Set up
NOTE: If you are a Multi-Store and you are on the Team tab in eService and ans then switch to a Store that is using Schedule by Shop the Team Set up tab will disappear and you will be taken to Option Tan automatically.
Adding tabs to the Team Setup tab
From within the Team Set Up Tab begin by selecting Add Record from the Options drop down.
This will pop the Add Team Pop-up allowing you to add available Teams:
Select the Team you wish to allow booking for in eService (Note not all Teams need to be available to be booked) and hit Save.
Continue this process to add a required Teams, noting that only unadded Teams are available in the Available Teams drop down:
left to right the first column represents the Team Booking Priority.
The Priority controls when multiple Teams are available to perform the requested Services, this will dictate which Team is booked first, second, third, etc…
The priority can be adjusted using the arrows on the right with the top Team being priority 1 and so on so forth.
Use the Pencil to select the Advisors you wish to use when the Team is selected. By Default all Advisors assigned to the Team are selected.
To select specific advisors click the pencil icon, unselect all and then use the provided selection boxes to include the Advisors you wish. Select Save when finished.
The selected Advisors will now display under the Advisors Header:
Use the Pencil to select the Transportation type you want to be applicable for that Team to be selected. By default, all Transportation Types available in eService are assigned to each created Team.
To select specific Transportation Types click the pencil icon, unselect all and then use the provided selection boxes to include the Transportation types you wish. Select Save when finished.
The selected Transportation Types will now display under the Transportation Header:
Note on transportation types
Display Appointment Preference Options: Drop Off, Waiter, Loaner and Shuttle (if not, then Drop Off is assumed). If this option is checked off the dealership must Setup Waiter Schedule per day and per Team and Setup # of Loaner Vehicles per day and per Team
Shuttle is now displaying as an option in "Display Appointment Preference Options" for eService.
NOTE: You are able to display/hide Shuttle and Loaner from displaying in eService by going to Transportation Configuration and selecting or de-selecting View in eService.
Use the Pencil to select the Maintenance you want to be applicable for that Team to be selected. By default, all Maintenance Groups assigned to the Team are selected.
To select specific Maintenance Groups click the pencil icon, unselect all and then use the provided selection boxes to include the Maintenance Groups you wish. Select Save when finished.
Notes on Maintenance
Maintenance selected determines the qualifying Team as an example if Express can only do LOF, Tire Rotation, and Wheel Alignment those should be the only 3 selected. If a customer picks any one or all 3 that team will be used if an extra service is added that Team will no longer be applicable.
Leaving the Maintenance as All will automatically account for new Maintenance Groups added in Maintenance Configuration and can act as a catch all. If All is not selected and the newly added group will need to be added to the appropriate Team.
Search Allows you to quickly find the appropriate Maintenance Group you wish to add.
When the customer does not select any service when booking their appointment and choses “Type my service request myself” this selection will recommend the date and time based on teams that are set to handle no service requests as set up in the Teams Set up tab in eService.
Reduce the number of slots allows you to reduce the number of slots available to be booked by Team by day. As example if you would like to only allow your Express Team to have 2 of their 3 8am appointments booked through eService on Mondays you would reduce the number of slots available for the Team on Monday by 1.
Interface Changes
Due to restrictions on querying the appointment schedule to return a list of available dates for eService bookings on dealerships we have had to change the User interface to only display one date option at a time rather than multiple.
BEFORE
NOW
Service CRM Enhancements & Resolutions
Enhancements
We have enhanced voice drops so you can now schedule any voice drop to go out on Saturday and Sunday.
We have further improved auto add opcodes to now automatically add when booking an eService appointment. We also not push the promise time to be the last available time.
The stats tab within the Name Tag will now sort the Inbound/Outbound appointments based on which column header is chosen. The default for the sorting in this screen will be based on the “Username” column. Simply double click any header to change the sort.
When an email blast is sent out by fetch, if there are remaining contacts that could not be reached by the chosen method, and you send them to the call select screen, you are now able to set an expiration date on the fetch, so they will disappear on the date selected, after a nightly process.
We have increased the character length of Maintenance Groups to now go up to 50 character, before it only went up to 25.
When Sending an Email Blast from Fetch, the (Send Emails From) list will now only include users who have access to that particular store in the Store/branch Access tab in User Setup. Before you were able to select users who did not have access to the store/branch.
Before
After
We have updated the look appointment prep notification we now display the appointment lines under appointment information.
We have removed the time zone that displayed on the open appointment screen.
Resolution
There was an issue with appointment prep where users were able to select multiple appointment prep types from the drop down and only one email was being sent. This has been resolved.
There was an issue where the advisor selected in e-service was not being pushed to DealerMine. This has been resolved.
There was an issue where users were unable to add appointment prep categories. This has been resolved.
There was an issue on the SPORD report where the age of the SPORD was incorrect. This has been resolved.
There was an issue when sending a fetch to voice drop a window would populate saying none were sent when they were in the process of being sent. This has been resolved
There was an issue where the second email address was not sticking to the customer profile. This has been resolved.
There was an issue where DealerMine was running very slow and internal errors were populating. This started happening on October 5th due to DealerMine getting overloaded with customer profile events. We resolved this issue on October 7th.
In the Appt Schedule, when clicking the star next to the transportation type in the left hand menu the additional column with totals was not appearing. This has been resolved.
There was an issue with Auto Reporting where the report was not appending .pdf to the file name, thus not allowing the file to be opened when received in email. This has been resolved.
There was an issue when deleting a team, the advisors were not being removed from it causing the appointment schedule to crash when in team view. This has been corrected. Now when a team is deleted, the advisors will be moved to the “Unassigned” team.
DMS Enhancements & Resolutions
Enhancements
PBS - When users book an appointment in DealerMine we will now push the tech number to PBS. We also changed the download so we are pulling the technician line from PBS and it will display on the book appointment popup.
Serti - When booking an appointment through DealerMine we now push the estimated price for opcodes to Serti.
Resolutions
PBS - There was an issue when adding a vehicle in DealerMine the vehicle would push incorrectly to PBS and then get changed to the incorrect vehicle when we pulled the information back. This was due to PBS not recognizing the trim. This has been resolved.
Serti - There was an issue where some service history was missing in DealerMine when the work order lines was for both warranty and customer pay. This has been resolved.
Xsellerator - There was an issue where appointments were displaying without names on the appointment schedule. This has been resolved.
Xsellerator - There was an issues where users were unable to book the quotes that were displaying on a customer file. This has been resolved.
Xsellerator - There was an issue with Toyota merchandising opcodes where the opcode was defaulting to the wrong description. This has been resolved.
DealerBuilt - There was an issue adding a vehicle on a new customer file. This has been resolved.
Sales CRM Enhancements & Resolutions
Resolutions
There was an issue when printing letters users were sometimes receiving an error. This has been resolved.
There was an issue where users were unable to update the status on a traffic log. This has been resolved
There was an issue where users were unable to save worksheets. This has been resolved.
There was an issue where users were unable to print worksheets due to an issue with the due on delivery. This has been resolved.
There was an issue where users were unable to push deals to Vauto. This has been resolved.
On the Dealer Trade Log the calendar was not displaying, not allowing users to choose dates in the past and view their dealer trades. This has been resolved
When running the After Sales Analysis by Sales Follow Up Efficiency by Salesperson report under Showroom the From and To date fields were displaying blank. This has been resolved