Service CRM Enhancements & Resolutions
We have created the ability to send all Dealermine users, both internal and external, a communication that will appear at the top of the screen. When an important and immediate announcement needs to be communicated by Support, Infrastructure, Development etc throughout the day, users will see a button with a red orb containing 3 exclamation points (!!!) appear at the top of the Dealermine screen titled “Important News”.
When users click on Read More, it will display all messages that need to be communicated, as well as the date and time it was sent.
Users can then click the desired message to open a pop up window, and read the notification.
The communication banner will display until it is turned off in the set up screen.
2. Users are now able to easily turn off their email signature through the dropdown under the email tab or it can be turned off in user setup under user info and setup.
3. We have made a change to the verification of customer information process. Now, when a BDC agent has confirmed the customer's address etc. they will need to click the Verified Info button in order to record the date and/or time of the verification. Simply making a change to the info and clicking save will no longer record this. If a change to the information is required, users will need to click both the Verified Info and Save buttons.
4. We have made a change to the Holiday Blocking screen for holidays that share the same date. For example, if Christmas Day falls on a Sunday, it is observed on a Monday, which is also Boxing Day . There are some dealerships that use these holidays to book “false appointments” for parts etc. However because Monday is shared for both Christmas Day and Boxing Day, the system would not let the user “unblock” the holiday. Now when these holidays are unblocked, a red “i” icon will display, and when hovered over, the message "This holiday will appear unblocked, even if there are instances of the same date found under the Holiday list"
5. For security reasons, users will now be logged out of the DealerMine application after 1 hour of inactivity. This will affect all internal and external DealerMine users. If the system is not used in any way for 55 minutes, a warning will be displayed, and users will have the option to click “Stay Logged In” and the timer will reset for another 55 minutes. At any time during the 55 minutes if the system is used in any way the timer will reset.
If the user does not click the Stay Logged In option, after 5 more minutes of inactivity they will automatically be logged out of the application, and the message “You have been logged out due to inactivity” will be displayed on screen. Users can then log back in and continue to work as normal.
6. On the appointment prep tab when changing filters we are now clearing the prep work category.
7. A new option has been added to the appointment prep to view all items
8. Users are able to run a fetch query under the contact history source to pull appointment prep. Please keep in mind that when users are sending an appointment notification users are able to change the subject therefore this query may not be accurate if the subject has been changed.
9. We have made a change so that any services added to the Add Other Groups tab in E-Service Configuration, will now be displayed on the main services screen in Online Scheduling.
For Hyundai/Quorum customers these will display with the Dealer Recommended services and for all other OEM/DMS customers these will display in a column titled Additional Services.
Previously, these were displayed in the Other Services and Repairs link, at the bottom of the page, but now this link will only display any Repair Groups that may be set up in E-Service Configuration., and has been renamed “Additional Repairs”
10.We have added a new field in E-Service Configuration called Hide Service History. When this is selected, the “View Service History” link, on the Services screen in Online Scheduling will not display. It should be noted, that this field will be un-checked by default, resulting in the Service History link being visible in OLS.
11. We have removed the link in Online Scheduling that allowed users to sign in to their account, as it is no longer necessary. Additionally, new users will no longer receive a registration email upon booking their first appointment in Online Scheduling.
12. We have made a change to the vehicle page when a customer searches with VIN, email or phone number, in that the VIN number that is displayed on the vehicle card will be partially starred out for security purposes.
13. We have removed the error that would display in OLS when a customer attempted to book an appointment using a file that has no email address on it. We will now use 2 factor authentication to allow a customer to proceed with the online booking process if they wish.
14. In Online Scheduling, we have implemented 2 factor authentication. Since an Email address is a mandatory part of Online Scheduling, if a customer uses any method to search, and the system locates a file with a cell phone on it, but there is no email address linked to to that file, for security purposes the customer will be presented with the opportunity to confirm their identity and profile, via a Two-Factor Authentication method, sent by text message.
When the user opts to verify their account, and clicks the Send SMS Code button, they will receive a 6-digit code which they can then input into the Online Scheduling system, and continue booking the appointment.
Completing this process will allow the customer to add their email address when they reach the summary screen, as it is a required field to complete the appointment.
If the customer does click the verify button, but does not receive the text containing the verification code, they will be able to click the “Code not received” button, and be able to continue booking the appointment as a guest.
If the customer inputs the wrong code, they will receive a pop up error stating “The code you entered is invalid” and provide them with 2 options, they can either click Try Again, and be taken back to the pop up to enter their code, or click Send New Code, in which case a new code will be sent via text message, and they will be returned to the pop up to enter the new code.
In the event the code is entered incorrectly a 2nd time, the customer will be presented the message “We have been unable to verify your account, you will now be directed to book as a guest”, then after a few seconds, the customer will be directed to the screen to add their vehicle details.
If a customer searches in Online Scheduling with a VIN number or home phone number, but does not have a cell phone number or email address on file, they will automatically be directed to book as a new customer in the Online Scheduling system.
15. If a customer searches in Online Scheduling with a VIN number or home phone number, but does not have a cell phone number or email address on file, they will be directed to book as a new customer in the Online Scheduling system.
Resolutions
There was an issue on some stores where the email accounts were suspending, when no change had been made to the username or password. This was being caused by an expired GetEmail certificate, which has now been renewed. The email accounts in question are now working properly.
There was an issue when listening to voicemails via Telephony, in that users were unable to move the slider back or forth to listen to a specific portion of the recording. This has been resolved.
There was an issue where users in Newfoundland were unable to mark a day in the appointment schedule as Full. When they did, and then refreshed the schedule, the change had not held. This was caused by a time zone issue, and has now been resolved.
There was an issue when a new user was created for a branched dealership, where the new user would automatically be granted access to all branches. This has been resolved, and new users will now only be granted access to the branch they are created for, unless someone manually grants them access to other branches.
There was an issue when creating a Fetch in Basic view, when there were numerous sets of conditions input. This has been resolved
There was an issue where the red orb counter was not appearing on the Texting tab. This has been resolved
DMS Enhancements & Resolutions
Resolutions
PBS - There was an issue where some PBS customers were unable to add or update a customer profile. This has been resolved.
Sales CRM Enhancements & Resolutions
We have improved the wording of the warning that appears on the After Sales email templates, when it is used multiple times. Previously the warning would read as “This template is being used in Unsold (x) times” however this was very misleading as these templates were specifically for After Sales. Now the warning will read as “This template is being used in After Sales (x) times”
Resolutions
We have removed the reassign button from the orphan tab under portfolio. In order to reassign orphan customers users will need to create a traffic entry for the customer.
There was an issue with stores that are also using the Autovance product, in that when a user was manually entering vehicle information on a worksheet, when the Year and Make and model were entered, the inventory menu would go blank, even though the vehicle input was displayed as in stock. This has been resolved.
There was an issue for some branched dealerships, where the Sales email templates were being sent with the wrong logo. This has been resolved.
There was an issue for some branched dealerships, where some sales email templates would not display in the template dropdown, or would cause an error when it was selected. This has been resolved.
There was an issue where users were unable to log into the License Scan application. This was due to an update that had occurred, but was not properly updated in the background. This has now been resolved.
There was an issue where webleads were showing bolded still even though they were actioned by rapid. This has been resolved.
There was an issue for some branched dealerships, where some sales email templates would not display in the template dropdown, or would cause an error when it was selected. This has been resolved.