Service CRM Enhancements & Resolutions
In the Customer Information screen on the Contact Methods (Customer Specific) tab, we have changed the title of the section Automated Type to “Contact Type Preference”. The section will have the same functionality.
2. We have made a change to the Result column of the Call Log tab, now we display more clearly what the outcome of the call was.
Outbound:
No-Answer - The customer's phone rang, but there was no answer and no voicemail.
Busy - The customer’s line was busy.
Canceled - The AC canceled the call by clicking the hang up button, prior to the call connecting to the customer’s phone
Completed - The call was connected to the phone number dialled.
Inbound:
Canceled - The customer hung up prior to the call connecting to the queue.
Completed - The call connected to the queue.
3. When booking an appointment and selecting to add a Tech to a Service line, when the user checks the "Add Another" box , the Tech will stay selected until done adding lines or the user selects a different Tech for the rest of the Service lines.
4. There was an issue with OpCode Control, where the red exclamation mark (!) indicating an opcode is fully booked or overbooked, was not displaying on the Operations Menu, at the side of the Appointment Schedule. This has been resolved.
5. There was an issue where the tool tip was not displaying over the red exclamation mark on the Operations Menu at the side of the Appointment Schedule. This has been resolved
Resolutions
There was an issue where customers who were reserved to receive a Voice drop were appearing in the call select screen, this was due to a Fetch being created after they were reserved. Thus they were being pulled for contact by the BDC. This has been resolved.
There was an issue when importing a recall list in Fetch on a database with multiple Stores, where not all of the contacts were being sent to the call select screen. This was caused by the system flagging some VIN as belonging to Store 2 Branch 1 instead of Store 1 Branch 1. This has been resolved.
There was an issue with Online Booking, where appointments booked online were not being pushed to Xsellerator, when "Push to DMS" was selected in the set up . It was caused by logic that populated the Advisor field with an Advisor that was no longer an active employee in Xsellerator. This has been resolved.
Additionally, there was no warning in place on the Online Booking confirmation page that indicated there was an issue with the appointment, leading customers to believe the appointment had booked successfully when it had not. Now, if the appointment does not successfully push to the DMS, the user will receive an error message advising them to contact the dealership to make the appointment.
There was an issue with Online booking, in that Excluded maintenance services were not being prompted correctly when no vin is provided. This has been resolved.
There was an issue with the Transportation column on the appointment schedule displaying too wide, if a transportation other than Waiter was selected in the Legend. This was causing issues when trying to book appointments. This has been resolved.
There was an intermittent issue with emails loading blank in Dealermine. This was caused by some out of date versions of code. This has been resolved.
There was an issue where users would receive a truncation error message on the Service Menu>Intervals set up screen if a maintenance group name was too long. This has been resolved.
There was an issue when an email was moved to a subfolder in the Email tab, it would not populate in the Email Hist tab on the customer's profile. This has been resolved.
There was an issue where some set up screen menus, where the Options drop down located on the right side of the screen, were cut off. This has been resolved.
There was an issue where inactive branches were still visible to some users in drop down menus, these have now been hidden from view.
. There was an issue where failed attempts at adding a vehicle to a customer file were displayed on the contact history, indicating the save was successful. This has been resolved, failed attempts will no longer show in contact history.
There was a rare issue when running a fetch and sending it to the call select screen, where it was bypassing the reserve on Voice drop files, resulting in a customer potentially being contacted twice on the same day, once by an AC, and once by Voice drop. This has been resolved
There was an issue where telephony users would still show as being online, after they had logged out of Telephony while the ACW timer was still counting down. When the time reached 0, the status would return to Ready. This has been resolved.
There was an intermittent issue where telephony users were unable to make an outbound call. This was caused by the issue mentioned in the last release about Browsers going to “sleep”, and disconnecting the user from Telephony. We have made the error message that prompted more clear on what is causing the issue.
There was an issue where vehicles were showing in the wrong branch when there was no Service history however had Purchase history. This is now resolved.
DMS Enhancements & Resolutions
Resolutions
There was an occasional issue in Xsellerator, when booking a Spord appointment where users would receive an error message. This happened when the Special Order Part was ordered for a vin that has been transferred to be on a different customer file after the order was placed, as a result the SPORD was not linked to the current owner's file. This has been resolved.
Sales CRM Enhancements & Resolutions
Enhancements
We have made changes to the I-Leads set up, in that Up Type and Media Source are available from this set up screen. This means when a web lead from this source is added to the traffic log, it will populate the up type field and the media source field.
Resolutions
There was an issue where automated text messages were being sent with the wrong Branch name. This has been resolved
There was an issue where the Trim was not populating for some vehicle types in the Add Trade section of the worksheet. This was caused by "Black book" not recognizing the model type of the vehicle in Canada, and thus not matching Chrome data which is what we use to decode VIN’s. This has now been resolved.
There was an intermittent issue where users were getting an error message when trying to open the Traffic Stats tab, under the Traffic Log. This has been resolved.
There was an issue where customers displayed on the Portfolio tab, and sorted by In Service, would disappear once the RO for service was opened. This has been resolved, and now customers will remain on this tab until the end of day.
There was an issue where users were able to book a same day vehicle delivery, overriding the set up screen that prevented this. This has been resolved.
There was an issue in the My After the Sale tab, where customers were displaying for the wrong Branch. This was due to showroom branching issues. This has been resolved.