The Examiner - Digital Support News & Information Volume 2, Issue 3

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1 The Examiner Digital Support News & Information May 2018 Last Print Edition! That s right. This is our last print edition. We hope that you have found some value in all the information we ve shared this past year or so and we hope that you ve enjoyed the fun quizzes and crossword puzzles. In order to maximize our efforts and continue working on enhancements for you all we will cease monthly print outs. But don t worry, The Examiner will continue on in digital form. We will take a month hiatus, and will return in July with more info and helpful tips. For our last print edition we wanted to make it about something we know is very near and dear to everyone s heart - the Knowledge Base. There is so much information that cannot currently be housed in Xtime so it lives in KB. This is the reason, it is extremely important to review it on every call. It is so important to reference it and quickly locate information that your digital support team has spent months reformatting every KB. We know that some are still unaware of the changes so if you are one of those people please read on and learn about new information placement and reorganization. Consider this edition a site map of your new and improved KB. We are nearly 80% complete and will be posting changes to Lexus and Nissan soon! See Something, Say Something Challenge For those that forgot, this challenge was meant to encourage the reporting of discrepancies within Xtime/KB. Here s a breakdown of what we received: February: 21 total tickets - Team Stingrays led the pack March: 24 total tickets - Team Gladiators demolished the competition. April: 7 total tickets - Team Panthers inched their way to the top on the last month of competition. Congratulations to all the winning teams! Team Panthers we will deliver your team prize soon. 1

2 Dealership Information Tab The Dealership Information tab will give you all of the necessary info about the dealership, itself. 1. Dealership Name 2. Physical Address (with Google Maps link) 3. Dealership Photo 4. Dealership Website Link 5. Dealership Virtual Tour Link (if available) Subsections Included in this tab: Service, Parts, Sales, & Finance These sections will have phone numbers and operating hours. Amenities Will list what amenities are available to customers. SDC Contact Forms (Templates) Vehicle Status and Recall Template links will be available here. Dealership Information FYI Fun Fact 1: Special hours or quick reference directions for the Service Drive will be on this tab in the Service subsection. Please be sure to read this section carefully. Fun Fact 2: Some dealerships will have a section named Other Dealership Information. This can have information regarding overthe-phone payments, vehicle titles, or other dealer items not related to scheduling. This other section will depend on the information already found in KB. Fun Fact 3: Some dealerships will have multiple tabs on this landing page. Pay careful attention to this. It means that there is some information that differs. A good example of this will be Baron BMW/MINI. Fun Fact 4: Ever wish you could see a picture of an advisor? For some stores, you can use the Link to Dealership Website to access a MEET THE STAFF or MEET THE TEAM page. Try it out on Audi North Miami! 2

3 Brand Information Tab The Brand Information tab will give you info about the brand that your customer will probably be driving. Service Plans Info about complimentary and pre-paid maintenance/service plans. Service Schedules Service schedules on when a vehicle should be serviced for routine maintenance. Warranty Quick reference guide on warranty info including basic warranty, drivetrain, etc. Owner s Manual Quick link to look up owner s manuals for that specific brand. Brand Line Up (models) Quick link that will take you to the brand s website to find all current models available. Technology Program Dashboard Guide Info about brand specific tech/ Quick reference on common infotainment programs. icons located on the dashboard for that specific brand. Brand Information FYI Fun Fact 1: There is a Frequently Asked Question area at the bottom of the tab. This gives you fuel, oil, & protection product info. These sections will help you with many calls. Fun Fact 2: Some Brands will have links to even more FAQs from the manufacturer site. Fun Fact 3: If a dealership can work on multiple brands at their service drive, you will notice that there will be multiple tabs with the named brands that they service. Please make sure that you are looking at the correct brand name for your information. Fun Fact 4: Color Basics for dashboard icons included! Fun Fact 5: The Visual Guide to a Dashboard contains general and brand specific images. Some icons might be exclusive to a certain brand so it will be worth checking out if your customer is unsure what the icon stands for. 3

4 Personnel Tab The Personnel tab will have all of the information that you need to contact the correct people at the dealership. This can include: Service Advisors (including model specialists) Internal Advisors Service Management Team Other Personnel The Personnel tab will have the and extension for each person listed, the Service Drive extension, and an link that will help you the entire team, or select people as requested by the Service Manager/Director, without having to select everyone individually. If the dealership has already supplied us with the contact information for some non-service personnel, you will be able to see them in the Other Personnel subsection of this page. Personnel FYI Fun Fact 1: Dealership set ups can differ per dealership so the Personnel tab will not be 100% the same for all dealerships. Ex: some dealerships will have Other Personnel listed and some will not. Fun Fact 2: The Personnel Tab might also have information about long term absences from Advisors. If we have been supplied with this information, it will be listed next to their name. Fun Fact 3: If the dealership has a Customer Hotline, for complaints or other customer related issues that need immediate assistance, it will be listed in the Personnel tab because it s not an instruction to schedule the customer. This is why it will not be listed in the Scheduling Preferences tab. Fun Fact 4: All available addresses will be BLUE & UNDERLINED. If a person doesn t have their name blue & underlined, then at the time of update no was available. Fun Fact 5: If a person does not have a personal extension at time of update, they are given the main Service Drive extension. 4

5 Referrals Tab The Referrals tab will give you information about services you can refer customers to like towing, collision, or third party item repairs. Vehicles still covered under Roadside Assistance Vehicle no longer covered under Roadside Assistance Collision Center Other Referrals (if provided) Remember, each dealership is different so not all Referral tabs will look the same. Some dealerships might want us to schedule windshield replacements or repairs while others might not. For those that prefer us not to schedule, you will see their referral listed in the Other Referrals section. This section can include information about glass, dent/ dings, window tinting, etc. Referrals FYI Fun Fact 1: If you have to refer a customer to a third-party company you will be advised to see this tab. The information such as name/location/contact number for a referral will not be listed in Scheduling Preferences. Fun Fact 2: If a company s name, or a referral, has an external website it s name will be listed in BLUE & underlined. Fun Fact 3: Billing information for towing will be listed under the Vehicles no longer covered under Roadside Assistance section. Fun Fact 4: Third-party referrals are companies the dealership have selected for their customers to work with. This information is provided by the Service Management Team. 5

6 Scheduling Preferences Tab The Scheduling Preferences tab will contain all of the information the dealership has supplied us for you to schedule their customers. Here you have scheduling instructions, supported makes, and special instructions (if needed) for each dealership. Accessories & Appearance Car Wash/Details Coupon Policy Diagnostic Concern/Warranty Work Due Bill/We Owe Emergencies Express Keys Lease Returns Non-Brand Vehicles State/Smog Inspections Windshield/Glass Pre-Purchase Inspections Tires/Wheels Radio Codes/Navigation Weather Related Concerns Same Day Scheduling Weekend Scheduling Scheduling Preferences FYI Fun Fact 1: The sections listed above will be listed for ALL dealership KB pages. These are the basic sections that all dealership KB pages need to help you schedule your customers easily. Fun Fact 2: Scheduling instructions for ALL dealerships will be in the BLUE box at the top of the tab. If additional instructions are needed, they will be listed in the Special Instructions sections below the Supported Makes. Fun Fact 3: There will be some dealerships that have additional sections like Call Back (ex: TeleService) & Garage Door/Front Gate (Homelink). These sections will be brand or dealership specific and are not listed for everyone. Fun Fact 4: Examples of what is intended to be covered during a Free Diagnosis is posted on the Diagnostic Concern/Warranty Work subsection. 6

7 Recalls Tab The Recall tab will have the necessary info to help you better schedule and explain recall info to your customers. Recall Scheduling Flowchart Definitions/FAQs NHTSA Number Manufacturer Number VIN What do the results of my VIN look up mean? Searchable by VIN Recall Service Campaign LSC/SSC Not Searchable by VIN TSB CSP/WEP Limited Customer Support Program/Limited Warranty Enhancement Program Recall FYI Fun Fact 1: The sections listed above will be listed for ALL dealership KB pages. These are the basic sections that all dealership KB pages need to help you schedule your customers easily. Fun Fact 2: There will be some dealerships that have additional info like the most recent Elsa2Go password. This additional info will be brand or dealership specific and are not listed for everyone else. Fun Fact 3: Recall is the default name for this page, but as you can see it contains information on other items as well. Do not let the word recall confuse you. Fun Fact 4: This page will also grant you access to the scheduling flow chart. As mentioned on Fun Fact 3, the word recall on this flowchart is also a placeholder. Do not let the word recall confuse you. Fun Fact 5: All recalls will be listed within Xtime. Use the identifiers listed above to quickly find your recall. 7

8 Transportation Tab The Transportation tab will give you scheduling instructions on the different transportation options for your customer. Drop Off & Early Bird/After Hours L ocation o f D r op B ox expectations for customers who will not wait, receive a loaner/ rental, use the shuttle, or valet service. Transportation FYI Fun Fact 1: The sections listed above will be listed for ALL dealership KB pages. These are the basic sections that all dealership KB pages need to help you schedule your customers easily. Fun Fact 2: There will be some dealerships that have additional info like the Flexible Mobility Program (BMW). This additional info will be brand or dealership specific and are not listed for everyone else. Waiter This helps you determine if a customer can or cannot wait for their vehicle during service. Shuttle The shuttle section gives you radius info, hours/day of operation, and more to see if your customer can use the complimentary shuttle. Loaner Does your customer qualify for a loaner? Restrictions and policies will be listed here. Rentals If a customer decides to rent a vehicle, you can find that info here, if info is available. Valet/Pick Up & Delivery Many stores will have a pick up service for their customers. This section will help you schedule them correctly for that service, and if they qualify for it. IMPORTANT DATES TO REMEMBER Service Advisor University May 7-9 May Mother s Day May 13 Armed Forces Day May 19 Memorial day May 28 8

9 The Examiner Word Search ADVISOR OWNERS MANUAL SERVICE AMENITIES EXTENSION PARTS SHUTTLE BRAND FINANCE PERSONNEL TOUR LINK CHALLENGE FLOWCHART PREFERENCES TOWING COLLISON GOOGLE MAPS PROJECT TRANSPORTATION CONTACT FORM INFORMATION RECALL VALET DASHBOARD KNOWLEDGE BASE REFERRAL WAITER DEALERSHIP LINK REFORMAT WARRANTY DEFINITIONS LOANER RENTAL XTIME DIGITAL SUPPORT MANAGEMENT SALES DISCREPANCIES NEWSLETTER SCHEDULE 9