Service Advisor - TRAINING WORKBOOK

Transcription

1 Service Advisor - TRAINING WORKBOOK XSELLERATOR Service Terminology Definitions... 2 Accessing Existing Customer or Vehicle Records... 4 Changing the Ownership of an Existing Vehicle... 5 Creating Service Appointments... 6 Creating a Service Appointment for an Existing Customer... 6 Creating a Service Appointment for a New Customer... 8 Turning a Service Appointment into a Work Order Creating a Work Order for a Walk-In Customer (Existing Customer) Adding Campaigns from the Vehicle Service History Auto Lookup Adding Requests/Symptoms to a Work Order Adding a Sublet to a Work Order Adding Additional Charges to a Work Order Deleting Cases Creating a Quote for a Work Order Moving Incomplete Cases or Lines off a Work Order Work Order Close-out Reviewing / Booking Retail Work Orders Locating Work Orders Ready for Cashiering Entering Bill To Information on a Work Order Posting a Payment Posting/Cashiering a Work Order (Re)Printing a Work Order Invoice Shop Summary Managing the Shop Workflow Pre - Assigning and Prioritizing Work Exercise Completion Notes Service Page 1

2 XSELLERATOR Service Terminology Definitions The glossary below will help you become more familiar with XSELLERATOR Service terminology. XSE L L E R A T O R TM S e r v i c e T e r m i n o l o g y D e f i n i t i o n s Associate - A generic term used to describe any person, organization, group, or other legal entity that a Dealership has a relationship with. Associates are stored in a central database that is accessible by all Dealership departments for their own relative transactions. There are 5 different types of Associates: Customers, Suppliers, Employees, Manufacturers, and Carriers. Complaint Type - Is the warranty complaint type that controls the Complaint Codes: e.g. Noise (all noise related), Performance, Operation, etc. Posting - This is the final stage of Work Order transaction. The function sends the appropriate charges to specified accounts, closing the Work Order, and preventing further editing. Prospect Colour Is the vehicle color that does not follow the manufacturer s naming convention. It s a list of generic colours that is selectable from the drop-down. Bronzemist = Brown or Onyx = Black. Request Symptoms Is the customer s complaint that generates a labor op field which will be worked on by the technician. The symptom is not changeable after the Tech copy has been printed. An additional Request Symptom can be an added operation. S/Model Is the Manufacturer vehicle model code - i.e. TK S/Type Is the vehicle type i.e. Car, Truck, Minivan, Sport Utility, MD Truck, Van. Submission Type Determines who pays for the work: Customer pay, Warranty, Internal, and Extended (applies only to GMPP). Tasks - The system will automatically generate Tasks for employees to follow up with their customers (based on a template assigned). The follow up tasks are generated after a Work Order is posted. Unit # (or Unit Ref) Is the vehicle stock number. Vehicle ID Every vehicle that is input into the system receives an I.D. number. The number is system-assigned in sequential order and references a vehicle. You may continue to reference the vehicles in your Inventory by their stock number as the Vehicle Id number does not replace the stock numbers. Service Page 2

3 XSE L L E R A T O R TM S e r v i c e T e r m i n o l o g y D e f i n i t i o n s Customer and Vehicle Quick Entry window on the Customer tab the fields identified are required in most dealerships. The Vehicle tab becomes available when all required information is entered and the button is clicked. Click> on the Vehicle tab at the top and the fields identified are required in most dealerships. Service Page 3

4 Accessing Existing Customer or Vehicle Records XSELLERATOR gives the user the opportunity to access both the customer and vehicle information from the same window when creating an appointment or a Work Order. Having the ability to do this allows the user to see if there are other vehicles the customer owns, when the customer received the last service notice, and the service history of the vehicle. It also allows the user to view if there are any special instructions for the customer or if there is special pricing involved for the customer. As in ALL XSELLERATOR windows, bolded buttons indicate more information that can be accessed by clicking on them. Ac c e s s i n g E x i s t i n g C u s t o m e r o r V e h i c l e R e c o r d s Associates Select Associate > Associate Maintenance In the Find field, input the customer s last name, or in the Phone field input the phone number then <Double Click> on the selected customer. on Customer Summary. The Customer Summary window includes ALL information related to the customer including all vehicles owned, services performed, maintenance due etc. Select a vehicle on the top field, <Double Click> on the [Id] column on the selected vehicle. on the (Service History) button on the selected Work Order Vehicles Note - The Service History Detail Report is for internal use as it shows warranty and internal pricing. Select Vehicles > Vehicles Note - There are several ways to locate vehicles in this window. The easiest way is to input the VIN # of the vehicle, but you can look up vehicles by customer, unit number, license plate number etc. in the Last 8 VIN field, the input the last 8 digits of the VIN or Customers name in the Owner field. <Double Click> on the selected vehicle. Service Page 4

5 Ac c e s s i n g E x i s t i n g C u s t o m e r o r V e h i c l e R e c o r d s on the (Service History) button to access any pre existing service history, this list will be blank for now, you can access this history again one you complete some transactions in the later exercises. <Double Click> on the selected Work Order. Note - The Service History Detail Report is for internal use as it shows warranty and internal pricing. Continue to until you exit all other windows. From An Appointment Or A Work Order Select Fixed Operations > Service Appointment or Work Orders If viewing appointments Select Appt Date: All from the dropdown on top left, then tab off the field if none are present for today on the work order for service appointment and then History) button at the bottom of the window. (Service until you exit all required windows. Changing the Ownership of an Existing Vehicle Use the following procedure when you are adding a vehicle to a new or existing customer and XSELLERATOR warns you that the vehicle was previously owned by an existing customer. Note - XSELLERATOR warns you when a duplicate VIN number is input into the system. The Vehicle V.I.N. number entered has already been used on vehicle ID ####! Please correct! C h a n g i n g t h e O w n e r s h i p o f a n E x i s t i n g V e h i c l e Record the Vehicle ID number displayed in the prompt and. button, then to return to your previous window. on the Vehic ld. or Existing Vehic field on the work order, appointment, or through the vehicle record. Input the Vehicle ID number that you recorded in the Vehicle ID field and <Tab> out of it. The customer name of the appointment or work order will change to the owner of that vehicle. Service Page 5

6 C h a n g i n g t h e O w n e r s h i p o f a n E x i s t i n g V e h i c l e <Double Click> on the Vehic ld. or Existing Vehic field to open the Vehicles window. Read the message and to update the existing vehicle data. in the Owner field and <Backspace> to remove the old owner and then input a few letters of the name of the new owner. Select the new owner from the list of customers in the drop-down list and then press <Tab>. to the new associate message. button to save your changes. button to close this window. Creating Service Appointments When the initial contact with the customer is made, you need to determine if this is a new or existing customer. Existing customer information can be accessed using name, phone number, license plate number, or the Last 8 of the VIN. Creating a Service Appointment for an Existing Customer Use the following procedure to input an appointment for an existing customer. C r e a t i n g a S e r v i c e Ap p o i n t m e n t f o r a n E x i s t i n g C u s t o m e r Choose Fixed Operations > Service Appointment (Add Appointment) Input the last name of the customer in the Existing Cust (Existing Customer) field. Names will populate after 2 or more letters are input. to select the correct customer from the scrolling drop-down list. Press <Tab> to move to the Existing Vehic (Existing Vehicle) field. Select the vehicle from the drop-down and press <Tab>. in the Odo In (Odometer In) field and Input the odometer reading. This field does not need to be completed for an appointment, but can help in recommending a service if schedules are used. Service Page 6

7 C r e a t i n g a S e r v i c e Ap p o i n t m e n t f o r a n E x i s t i n g C u s t o m e r Input the day the customer is coming in for service in the Date field and press <Tab>. If you <Double Click> in the date field a calendar will be displayed that allows you to choose a date. Input the time (of the appointment in the Drop Off Time field and press <Tab>. If you <Double Click> in the Drop Off Time field, you can view a list of all appointments for the Date allowing you to space appointments properly. Input the promise time for customer pick up in the S.C. (Service Code) field and press <Tab>. button to save changes. At this time the system will fire VIS integration to the manufacturer and update the in service date and mileage. You will also be notified if any outstanding campaigns or warranty blocks are found. button and input the Request Symptoms and press <Tab>. This can be done as a manual entry or by double <Clicking> and choosing from the menu items. in the Technician Group field to open the drop-down, make a selection and press <Tab>. in the Submission Type field to open the drop-down, make a selection, and continue to press <Tab> until you reach the Est/T (Estimated Time) field. Input the estimated time in the Est/T (Estimated Time) field. If there are more concerns on Symptoms. button to save changes. button to add additional button until you exit all other windows. Service Page 7

8 Creating a Service Appointment for a New Customer When a customer or vehicle does not exist in XSELLERATOR, the customer and vehicle description freeform fields can be used, rather than gathering detailed information at the time of the Service appointment booking. C r e a t i n g a S e r v i c e Ap p o i n t m e n t f o r a N e w C u s t o m e r Select Fixed Operations > Service Appointment Input your name using the format Last Name, (comma) (space) First Name in the Existing Cust (Existing Customer) field. Because you are a new user in this training database, your name will not appear in the existing customer list. If the customer has ever been into the dealership to inquire about a vehicle or to purchase a Part, the customer will be in the database. Once determined that the customer being searched does not already exist in the database, use the <Backspace> key to clear this field. Using the customer and vehicle placeholders, you can enter some minimum temporary information to use in an appointment, the customer and vehicle profile will need to be added before a work order is created. in the or Customer field and input the customer s name and press <Tab>. in the Phone # field and input the customer s phone number, including area code. in the Vehicle Description field and input the year, make and model of the vehicle to be serviced. Input the day the customer is coming in for service in the Date field and press <Tab>. If you <Double Click> in the date field a calendar will be displayed that allows you to choose a date. Input the time (of the appointment) in the Drop Off Time field and press <Tab>. If you <Double Click> in the Drop Off Time field, you can view a list of all appointments for the Date allowing you to space appointments properly. Input the promise time for customer pick up in the S.C. (Service Code) field and press <Tab>. Service Page 8

9 C r e a t i n g a S e r v i c e Ap p o i n t m e n t f o r a N e w C u s t o m e r button to save changes. At this time the system will fire integration to the manufacturer and update the in service date and mileage. You will also be notified if any outstanding campaigns or warranty blocks are found if it is supported by the manufacturer Customer Information Verification box may be displayed at this time, enter/confirm or text message preference, these will be saved for later communications. button and input the Request Symptoms and press <Tab>. This can be done as a manual entry or by double <Clicking> and choosing from the menu items. in the Technician Group make a selection from the drop-down, press <Tab>. in the Submission Type field to open the drop-down, make a selection, and continue to press <Tab> until you reach the Est/T (Estimated Time) field. Input the estimated time in the Est/T (Estimated Time) field. If there are more concerns on Symptoms. button to add additional button to save changes. button until you exit all other windows. Exercise 1 Creating Service Appointments 1. Create Service appointments for four new customers using the free-form fields. Make the appointments using the next day dates with a minimum of two repairs or maintenance cases on each. 2. Indicate the customer s name for each Service appointment to be created in the table below. E x e r c i s e 1 C r e a t i n g S e r v i c e Ap p o i n t m e n t s Service Appointment Customer Service Page 9

10 Turning a Service Appointment into a Work Order Use the following procedure to convert a service appointment to a Work Order. T u r n i n g a S e r v i c e Ap p o i n t m e n t i n t o A W o r k O r d e r Select Fixed Operations > Service Appointments > Appt Date:ALL Select the correct appointment for your customer and <Double Click> on the AP to open the appointment. in the Odo In (Odometer In) field and enter the current mileage. in the Service Advisor field and select your name. Confirm the request symptoms and add or delete as necessary. button to save changes. Note - If your dealership uses a Walk-Around Inspection, hold down the CTRL button and select the letter Z. The Document Selection List opens up, select the Documents template tab. <Double Click> the Express Check In document and fill out the inspection sheet. button to save changes. button to go back into the appointment. Create W/O and you will then be reminded to enter a tag # on the work order once it is created. The main window of the work order will open. in the Tag# field and enter your Tag #. needs to be input. button to save changes. button and verify with the Customer that no further information If there are more concerns button to input those concerns. to close the Request/Symptoms window and the Print Work Order Technician Copy command will appear. to print the Work Order Technician copy. Note - The Print Options window will open. You will not be printing in this training Service Page 10

11 T u r n i n g a S e r v i c e Ap p o i n t m e n t i n t o A W o r k O r d e r exercise. to proceed once you are live. button to close this window. The procedures below show how to confirm the selected printer,. Continue to. Creating a Work Order for a Walk-In Customer (Existing Customer) Use the following procedure to create a Work Order without an appointment. C r e a t i n g a W o r k O r d e r f o r a W a l k - I n C u s t o m e r ( E x i s t i n g C u s t o m e r ) Select Fixed Operations > Work Orders. The cursor is in the Customer field, so start by typing in the customer s last name. Select the correct associate and press <Tab>. (Note - After three characters the names will populate the more you type the less you have to scroll) For a new customer refer to the Customer and Vehicle Quick Entry window in the Glossary. Select the vehicle that is in for service from the Vehic Id (Vehicle Id) field and press <Tab>. Input the odometer reading in the Odo In field and press <Tab>. Select the appropriate S.C. (Service Code) from the drop down and press <Tab> to move from PR# to the Tag #, enter Tag #. (if required) Input the tag number in the Tag # field, located in the bottom portion of the window. to save changes. XSELLERATOR will perform an automatic search behind the scenes for any open campaigns and warranty blocks. If one is found, the Campaign Lookup window will open. on the campaign and to add the campaign to the work order. Add any campaigns which may appear from the Vehicle Service History Search. Note - If no recall or campaign is found and your dealership uses a Walk-Around Inspection, hold down the CTRL button and select the letter Z. The Document Selection List opens up, select the Documents template tab. Service Page 11

12 C r e a t i n g a W o r k O r d e r f o r a W a l k - I n C u s t o m e r ( E x i s t i n g C u s t o m e r ) <Double Click> the Express Check In document and fill out the inspection sheet. button to save changes. button to go back into the appointment. be input. button to open the window. The customer s concerns can You can enter the concern, you can enter a labor op code, or you can <Double Click> and choose from the menu list available. The menu is dealer specific and may or may not be populated. If you select a service group from the list you may proceed to the If you free form the customer concern you need to in the Submission Type field to open the drop-down, make a selection and press <Tab>. in the Est/T (Estimated Time) and input the estimated time. in the Technician/Group (Technician/Group) field to open the drop-down and choose the required tech/group. If Warranty is chosen you will need to input the Complaint Type and Complaint Code. Depending on the type of claim you may be required to input a Transaction Category and a Transaction Type. to save changes. If there are more concerns button to input those concerns. to close the Request/Symptoms window and the Print Work Order Technician Copy command will appear. to print the Work Order Technician copy. Note - The Print Options window will open. You will not be printing in this training exercise. button to close this window. The procedures below show how to proceed once you are live. to confirm the selected printer,. Continue to. Depending on your system setup, a command box may ask you Do you want to Assign this Work Order? Answer yes to the prompt. Service Page 12

13 Exercise 2 - Creating a Work Order for a Walk-In Customer (Existing Customer) 1. Create four Work Orders. 2. Indicate the W/O # for each in the table below. E x e r c i s e 2 C r e a t i n g a W o r k O r d e r f o r a W a l k - I n C u s t o m e r ( E x i s t i n g C u s t o m e r ) Work Order # Adding Campaigns from the Vehicle Service History Auto Lookup When creating an appointment or a work order in XSELLERATOR, an automatic search of Vehicle Service History on GM vehicles will be performed to check for open campaigns and warranty blocks. If either are found, XSELLERATOR notifies the user in the Campaign Lookup window and they can be directly added to a Service appointment or a Work Order from the Campaign Lookup window. Use the following procedure to add open campaigns that have been found with the Vehicle Service History auto lookup capability. Note - In the following procedure you will be creating a Work Order for a vehicle with an open campaign. The same procedure is used when creating a Service appointment. Ad d i n g C a m p a i g n s f r o m t h e V e h i c l e S e r v i c e H i s t o r y Au t o L o o k u p ** Note There is no integration with GMVIS in the Basic Training database. The procedures below show how to proceed once you are live. on the recall you would like to add to the work order. button to add the campaign directly onto the Work Order. Note - The Campaign Lookup window will close automatically. Continue creating of the Work Order as required. to save changes. to close this window. Service Page 13

14 Adding Requests/Symptoms to a Work Order Use the following procedure to add jobs to existing work orders. If work has to be done on a vehicle you may add a combination of customer pay / warranty / extended warranty cases to the same Work Order. Ad d i n g R e q u e s t s / S y m p t o m s t o a W o r k O r d e r Creating Work Orders Select Fixed Operations > Work Orders Select and existing work order from the list displayed Retail Cases The customer s concerns can be input here press <Tab>. There are a few ways to do this. You can enter the concern, you can enter a labor op code, or you can <Double Click> and choose from the menu list available. The menu is dealer specific and may or may not be populated. in the Submission Type field to open the drop-down, make a selection and press <Tab>. Input the estimated time in the Est. T. field. in the Technician/Group (Technician/Group) field to open the drop-down and choose the required tech/group. to save changes. If there are more concerns button to input those concerns. Adding a Warranty Case Input the customer s complaint in the Request/Symptoms field. in the Technician/Group field to open the drop-down and make a selection. in the Submission Type field to open the drop-down and select either Warranty or Extended for GMPP. in the Complaint Cat field to open the drop-down. Highlight and to make a selection. Service Page 14

15 Ad d i n g R e q u e s t s / S y m p t o m s t o a W o r k O r d e r in the Complaint Code field to open the drop-down. Highlight and to make a selection. <Double Clicking> on the Complaint Code selection will open a Complaint Code Clarifying Questions window that lists additional questions to ask the Customer. Input the amount in the Est. T (Estimated Time) field. If this is an added operation, the warranty line is input after the technician copy is printed. The Approved flag needs to be flipped to Yes by an authorizing employee; this could be the Service Manager or the Shop Foreman if this is added after the work order has been printed. Without this, the technician will not be able to login on this case! to save changes. Continue to until you exit all other windows. Adding Internal Cases to a Work Order If there are more concerns button to input those concerns. in the Submission Type field to open the drop-down, select Internal, and press <Tab>. Input the estimated time in the Est. T (Estimated Time) field. in the Int. Labour Trans (Internal Labour Transaction) field to open the drop-down and make a selection. Internal Labour Trans types determine which internal accounts the Work Order case will post to. Note - the IL trans types are Internal Labour accounts and the IL/E trans types are Internal Labour Expense accounts. Then press <Tab>. Add jobs as required. Depending on dealership setup, an Internal Labour trans type may not have to be chosen at the time of Work Order creation. to close the Request/Symptoms window and the Print Work Order Technician Copy command will appear. to print the Work Order Technician copy. Note - The Print Options window will open. You will not be printing in this training exercise. button to close this window. The procedures below show how to proceed once you are live. Select the appropriate printer Service Page 15

16 Ad d i n g R e q u e s t s / S y m p t o m s t o a W o r k O r d e r to confirm the selected printer,. Continue to. Depending on your system setup, a command box may ask you Do you want to Assign this Work Order? Answer yes to the prompt. on the button to go back to the Work Orders List window. Exercise 3 - Creating Warranty Work Orders 1. ** The Basic Training database is not a Live database; you will not be able to connect to IVH to get accurate campaigns. You can create your own campaign numbers for this exercise. 2. Fill in the table below indicating the W/O numbers: E x e r c i s e 3 Cre a t i n g W a r r a n t y W o r k O r d e r s Work Order # Exercise 4 - Creating an Internal Work Order 1. Create four Internal Work Orders 2. Fill in the table below indicating the W/O # for each: E x e r c i s e 4 C r e a t i n g a n I n t e r n a l W o r k O r d e r Work Order # **Note - It is not a requirement that the different transactions for retail, warranty, and internal be performed separately; this was only done for training purposes. Under normal circumstances - retail, warranty, and/or internal repairs would all be completed together and put on the same Work Order, as separate cases. Service Page 16

17 Adding a Sublet to a Work Order A sublet is when labor or other services are performed outside the dealership by another company or vendor. Use the following procedure to add a sublet such as towing, outside vehicle rental, or machine shop charges to an existing Work Order Ad d i n g a S u b l e t t o a W o r k O r d e r Choose Fixed Operations > Work Orders to highlight the Work Order to which the sublet needs to be added. button to add a line. <Double Click> in the Sublet Number field. window. to the message in order to proceed to the Sublet Labour Quick Entry Input the current Work Order Number in the Sublet Number field. See note below for multiple sublets. If more than one Sublet is input on the Work Order, use A, B, C etc after the Work Order number, as the sublet number. in the Description field and input the description. in the Supplier field to open the drop-down and make a selection. in the List, Trade and Cost Price fields, and input each price. in the Invoice # field and input the Suppliers Invoice number. button to process the sublet information. A message appears Sublet was placed on IO# (Inventory Order number). Record the I O number on the sublet invoice; making it easier for the Accounting department to track sublets. in the Case field to open the drop-down and select the Case # to which the sublet refers. to save changes. Continue to until you exit all other windows. Service Page 17

18 Adding Additional Charges to a Work Order You may want to add charges to a Work Order that are not inventory, not going towards labor, not billable through sublet, or may not have any costs associated with them. Some examples are Coupons, Freight charges, Deductibles, Customer Reimbursements and handling fees. Use the following procedure to add additional charges to a work order through Additional Charges. Ad d i n g Ad d i t i o n a l C h a r g e s t o a W o r k O r d e r Select Fixed Operations > Work Orders <Double Click> to select the appropriate Work Order. (Additional Charges) In the Charge Type field, select the type of Additional Charge, and press <Tab>. Input a Description and press <Tab>. in the Case No field (if required to be changed to an alternative case #), and select a Case number from the drop-down and press <Tab>. <Tab> to the Subtotal field, input a Subtotal amount in the Subtotal field, and press <Tab>. Note - If it is a credit, <Tab> over to the C/M (Credit Memo) field and change it to Yes. to save the changes. Continue to until you exit all other windows. Deleting Cases Use the following procedure to remove a case from a Work Order. D e l e t i n g C a s e s All parts and sublets attached to the case being deleted must either be removed or assigned to another case. You cannot delete a case after the job has been reviewed. Both the Labor operation and request Symptom needs to be deleted. Sublets, parts and labour need to be moved to another case or deleted as well. Select Fixed Operations > Work Orders Highlight the required Work Order. Service Page 18

19 D e l e t i n g C a s e s Select the case to be deleted. button to confirm the deletion. Select the case to be deleted. Press the button to confirm the deletion. button to save changes. Continue to until you exit all other windows. Creating a Quote for a Work Order Use the following procedure to add quotes to existing work orders. The Quote can added to the existing work order if the advisor gets an approval, or it can be stored for future reference, Quotes started by the Technician will retain the original Technician information so that the work can go back to him or her. C r e a t i n g a Q u o t e f o r a W o r k O r d e r Select Fixed Operations > Work Orders Highlight the required Work Order. Or To go to Service Quoting from on the blank Labour Operation and type in the Quote Description. There are a few ways to do this. You can enter the concern, you can enter a labor op code, or you can <Double Click> and choose from the menu list available. Service Page 19

20 C r e a t i n g a Q u o t e f o r a W o r k O r d e r in the Hours field and enter the estimated time <Tab>. in the Technician/Group (Technician/Group) field and choose your name or another Technician/ Skill group that will be assigned to the job if it s sold. to save changes. <Double Clicking> on the L/Op Code box will open up Mitchell OnDemand5 to allow you to easily look up labour times, parts and description. If there are more concerns button to input those concerns. Verifying/Requesting Parts (Parts) Button (Part Request) button to go to the Parts Request window. button to add a Parts request. Input the Quantity and press <Tab> to move to the Part Description field and input the description. in the Line # field to open the drop-down and select the Line number. on the button to send the request. to close this window. button to go back to the Work Order window. Exercise 5 - Creating a Quote 3. Create four Service Quotes 4. Fill in the table below indicating the Quote # for each: E x e r c i s e 5 C r e a t i n g a Q u o t e Work Order # Service Page 20

21 Moving Incomplete Cases or Lines off a Work Order In XSELLERATOR, you can move a Line Job to another work order as long as the technician hours have not been booked. This function will move all the parts, labour, sublets and additional charges to a brand new work order. This functionality retains all the original RO information, and automatically creates links and notes for reference, this allows keeping your month end clean with only open work to worry about. M o v i n g I n c o m p l e t e C a s e s o r L i n e s o f f a W o r k O r d e r Select Fixed Operations > Work Orders Locate a Work Order, once the Work Order is highlighted, <Double Click> to display it. Highlight the required Work Order. Select the case to be Moved. < Click> the A prompt will appear asking you if you want to create a new work order, answer YES here. If successful, you will now be given a work order number the case has been moved to. Highlight any additional lines you want to move, repeat the procedure. button and then The system will automatically make the necessary references in the Notes field on both work orders, you still need Service Page 21

22 Work Order Close-out Closing a Work Order is done after technicians have completed their work and have made the required entries on the Work Order while the Parts department has input all required Parts. Most of the time final close will be done by the Cashier, but if you are taking a payment, this can be done through work order multiple payments. This will allow the cash to be balanced without closing the work order transaction. If your techs are on the system the technician electronically logs off each case, he/she is responsible for indicating whether the work on the specific Line has been Completed or not. When all cases on the Work Order have been Completed, the Service Advisor will then review the Work Order labour, parts, and any other charges to ensure all applicable charges have been recorded. If your technicians are not on the system you will need to input their time punches in order to charge the customer for their time. You will also have to write the story for cause and correction. Once all charges and technician hours have been verified, the Service Advisor will change the Status on each case to Reviewed which will book the technician hours. When the customer picks up the vehicle, it is time to indicate how he/she will pay for the retail charges. This is also the time to Post the payment for a work order Work Order. Posting the Work Order makes all the appropriate accounting entries to the General Ledger. ** For a Work Order to be posted, the technician hours for labour operations will need to be input Reviewing / Booking Retail Work Orders R e v i e w i n g / B o o k i n g R e t a i l W o r k O r d e r s Select Fixed Operations > Work Orders Locate a Retail Work Order with a Display Status of Completed. Once the Work Order is highlighted, <Double Click> to display it. The lines will only be Completed if your technician has identified them as such for non-ero and manual dealerships, the advisor needs to complete the lines. ** In your live system review the entire Work Order to verify all Parts and additional charges are accurate. on the <Double Click> on the Hours box and verify that the tech hours are correct or insert the proper Technician s Name, log on, log off time. Service Page 22

23 R e v i e w i n g / B o o k i n g R e t a i l W o r k O r d e r s Clocked hours is the time spent, Rec. Hours is the flat rate time to complete the task, invoice hours is the charge to the customer, and tech hours is what you are paying the technician for completing the task. Adjusting the Rec. Time will adjust both the invoice hours and the Tech hours to match. button and then Change the Status of each case to Reviewed. A message will appear asking if you want to book the payroll tech hours, to the message. Note - (This is the actual point in time that the technician is being paid for the repairs that he/she completed on this case. This job will not appear on his/her time report until the payroll hours have been booked.) on the button to save changes. If your dealership is using Communicator, the system will now ask you if you like to notify the customer of their vehicle being ready. A SMS or can be sent to the customer automatically depending on their preference. Quick View to preview the work order, (Note - this will show all the CP, I and W prices and is not to be confused with the Customer Copy) on the **** Optional ***** in the Ready field to open the drop-down and select Yes. This last step is done to lock down the Work Order to prevent any changes unknowingly being made to after it has been reviewed. A Work Order can be taken out of Ready Yes status at any time, if further changes are required. Change the S.C. (Service Code) field to RC to identify this is Ready for Cashier. Access to changing the Ready status on a Work Order can be controlled through Security settings on the on the button to return to the Work Orders List window. It is good practice to always click on the window after completing a transaction. button to update the Service Page 23

24 Exercise 6 - Reviewing / Booking Retail Work Orders 1. Review four retail Work Orders 2. Indicate the W/O # for each in the table below. E x e r c i s e 6 R e v i e w i n g / B o o k i n g R e t a i l W o r k O r d e r s Work Order # Locating Work Orders Ready for Cashiering Once work on a vehicle is completed, and the Service Advisor has confirmed that the Work Order charges match the agreed upon charges, the customer must pay the balance before collecting the vehicle. Use the following procedure to find the customer s Work Order and ensure that it is ready for payment. L o c a t i n g W o r k O r d e r s R e a d y f o r C a s h i e r i n g Select Fixed Operations > Work Orders Note - if you are responsible for cashiering your own Work Orders, in the Service Adv (Service Advisor) search field to open the drop-down and select your name. Note - XSELLERATOR TM automatically updates the list in the bottom portion of the window after the parameters in the search fields are input. in the Display Status field and select Completed. <Double Click> on the Work Order to be cashiered. Ensure the Ready field is set to R or Yes to display the information in this Work Order (including pricing) and is ready for cashiering. Note - If the Work Order has not been reviewed (indicated by a No in the Ready field), review the Work Order before continuing. OR If the Work Order has been reviewed but is not ready for cashiering (indicated by a R in the Ready field), the Work Order must be reviewed by the Service Advisor who will change the Ready flag to Yes. to return to close the window. Service Page 24

25 Entering Bill To Information on a Work Order Use the following procedure to quickly charge an invoice that is to be charged to an Associate who has a charge account for a vehicle that does not belong to them. Examples are insurance and third party warranty companies. E n t e r i n g B i l l T o I n f o r m a t i o n o n a W o r k O r d e r Select Fixed Operations > Work Orders <Double Click> to select the appropriate Work Order. in the Bill To field, input the first few letters of the last name of the Associate (Customer) paying the bill. Select the appropriate Associate from the drop-down and press <Tab>. Should the Bill To associate have special pricing, then set the Override Customer flag to Yes. Note - This will change the labor and parts prices to the values that are preset in the Associate Customer Information field. Customer and charge accounts must be setup by dealership personnel with proper security levels. to save the changes. on the button to close the window. Continue to until you exit all other windows. Posting a Payment Payments can be posted any time after the work order is created. Posting the payment is done in a case when a deductible needs to be taken, or a partial payment recorded P o s t i n g a P a y m e n t Select Fixed Operations > Work Orders <Double Click> on the Work Order to display it. on the Payment Info tab to input the payment information. button Service Page 25

26 P o s t i n g a P a y m e n t Input the name of the person making the payment or if it is the same customer press <Tab> to move Payment Type field to open the drop-down, make a selection, and press <Tab>. Input the Payment Reference (cheque # or credit card type and expiry date). on the on the Note XSELLERATOR is making sure that all of the appropriate fields are filled out correctly before the Work Order posts. Select the payment line again, and button if a receipt is required. on the on the button to return to the Work Order window. button to return to the Work Order List window. Posting/Cashiering a Work Order Once the Work Order is ready and the customer arrives at the counter to pick up the vehicle, input the payment information and post the Work Order. P o s t i n g / C a s h i e r i n g a W o r k O r d e r Select Fixed Operations > Work Orders Locate the Retail Work Order recently Reviewed. <Double Click> on the Work Order to display it. These Work Orders can easily be found in the Work Order list by locating a Yes in the Ready column on the Payment Info tab to input the payment information. in the Payment Type field to open the drop-down, make a selection, and press <Tab>. Input the Payment Reference (cheque # or credit card type and expiry date). on the on the Service Page 26

27 P o s t i n g / C a s h i e r i n g a W o r k O r d e r asking if it s okay to Post this Work Order. Note - You may receive a series of prompts before the Work Order will post. XSELLERATOR is making sure that all of the appropriate fields are filled out correctly before the Work Order posts. Note - The Print Options window will open. You will not be printing in this training exercise. button to close this window. The procedures below show how to proceed once you are live. on the on the button then select the Customer Invoice. Use the scroll bar located on the right hand side, to scroll down and view the entire invoice. on the on the on the button to send the invoice to the printer. button to return to the Work Orders List window. Exercise 7 - Completing and Posting Work Orders 1. Complete and post four Retail Work Orders 2. Fill in the table below indicating the W/O # for each one. E x e r c i s e 7 C o m p l e t i n g a n d P o s t i n g W o r k O r d e r s Work Order # Service Page 27

28 (Re)Printing a Work Order Invoice It is possible to print a copy of the customer s invoice prior to or after receiving payment. XSELLERATOR TM lets you print a variety of reports including: Customer invoice, Technician Copy of Work Order, Internal Copy of Work Order, Warranty Copy of Work Order, and Vehicle Copy of Work Order. ( R e ) P r i n t i n g a W o r k O r d e r I n v o i c e Select Fixed Operations > Work Orders <Double Click> on the Work Order to display it. radio button(s) for the reports/invoices you would like to print. Customer Invoice - to print a paper copy for the customer. By default, 2 copies will be printed. Technician Copy - to reprint the hard copy, if required. XSELLERATOR would have prompted the Service Advisor to print a copy when the work order was created. Internal Copy - to print all the charges on the work order, including all Customer Pay, Warranty, and Internal charges. This copy also includes the costs of all Labor, Parts and Sublets. Warranty Copy - to print warranty charges applied to the work order. Vehicle Copy - to print the Internal charges, without including the costs of Parts and Labor. This copy can be given to the New Car Department (NCD) or Used Car Department (UCD) to show the charges billed to their department. A duplicate is not displayed for the Technician Copy or if multiple reports/invoices are selected at the same time (i.e. Customer invoice and Warranty Copy). button to display the duplicate of the printed copy of the report/invoice you selected and review for accuracy before final printing. Note - The Print Options window will open. You will not be printing in this training exercise. button to close this window. The procedures below show how to proceed once you are live. If multiple reports/invoices are selected at the same time, XSELLERATOR will by-pass the Print Option window and print directly to the default printer. to proceed with the printing. If you printed the Customer Work Order Invoice, give a copy to the customer. The customer can then proceed to the cashier to make any required payments, or receive a refund. until you exit all other windows. Service Page 28

29 Shop Summary Managing the Shop Workflow Shop Summary is used for all dispatching of work to the technicians. The shop scheduling functionality will prioritize all the work based on the priority number of the work. S h o p S u m m a r y M a n a g i n g t h e S h o p W o r k f l o w Select Fixed Operations > Shop Summary The shop dispatcher will use the Shop Summary consistently throughout the day to assign the work to the technicians, or the advisors can view the screen to monitor how the Auto Dispatch system is working, what work orders are coming up, what work orders are in progress. The highest priority numbers will be up at the top and the lowest are at the bottom in the PR# field. After priority number the promise date and time determine priority of a work order. If there is more than one work order with the same priority number, the first created or earliest promise time would be first. If there is no priority number on a work order it will be at the very bottom. Any Work Order that looks like it will not meet the promise time would automatically show the WO number highlighted in yellow. Note - At the end of each day the remaining work orders that should to be handled first the next morning need to be assigned a high priority number. When assigning work XSELLERATOR TM also looks at the individual cases. The highlighted work order has two cases. The Request/Symptoms field shows NS (Not Started):EL (Electrical) means the case is Not Started. The second case in NS (Not Started):GE (General), and the work order has been assigned to tech 253. Service Page 29

30 S h o p S u m m a r y M a n a g i n g t h e S h o p W o r k f l o w of a work order. button to see who is available and when they last logged off Once the technician with the earliest Last Log off time has been found, that technician can be handed out work by either handing out the work order number (General Dispatch) or pre assigning the technician. Pre - Assigning and Prioritizing Work At times, a work order needs to be moved up in priority or maybe pre-assigned to the same technician in case of a repeat repair. All these functions can easily be done from the Shop Summary Window. P r e - As s i g n i n g a n d P r i o r i t i z i n g W o r k Select Fixed Operations > Shop Summary <Double Click> on the Request/Symptoms Column of the required work order. This will open up Request/Symptoms of the specific work order. OR Select Fixed Operations > Work Order List to highlight the required work order and. on Technician/Group and select either a Skill Group or a Technician name. Service Page 30

31 P r e - As s i g n i n g a n d P r i o r i t i z i n g W o r k on the button to save changes. This will dispatch to the selected technician/group only in order of priority. If you need to force the assign and would like the work order to be the next work order the technician works on regardless of priority,, select the technician name from the list and. on the button to return to the previous screen. The Force Assign`` functionality removes the work order from the Dispatch and you must administer it manually from now on. Service Page 31

32 Exercise Completion Fill out the exercise tables below and submit the confirmation to your manager. E x e r c i s e C o m p l e t i o n Exercise 1 Creating Service Appointments Service Appointment Customer Exercise 2 Creating a Work Order for a Walk-In Customer Work Order # Exercise 3 Creating Warranty Work Orders Work Order # Exercise 4 Creating Internal Work Orders Work Order # Exercise 5 Creating a Quote Quote # Exercise 6 Reviewing / Booking Retail Work Orders Work Order # Exercise 7 Completing and Posting Work Orders Work Order # EMPLOYEE NAME Service Page 32

33 E x e r c i s e C o m p l e t i o n Service Page 33

34 Notes Service Page 34