Welcome to this Customer User Guide which relates to the 2.10.1 build, we have introduced some New Features and Improvements to the system both in Workshop Management and Link system.
The 3 main points below will help you understand how to use and how to have the necessary set up for each new feature or improvement.
- *Default settings after the upgrade
- **User permission level required to access the function
- *** This function requires additional configuration, please contact the account management team
You also have the ability to "click" any of the items below which will take you directly to the development details.
Table of Contents
- New Features
- Improvements
- Add email button to the inspection form
- Warranty Parts Link in Workshop Management
- Keyloop 8.35 Interface / Ford XFI Check in Integration
- C&D report shows all dealers
- EMaC Menu Pricing integration
- Menu pricing button to contain two options when it's configured for OEM and EMAC
- Price Enquiry button
- Search before selecting Dealer
- Integrations
- Bug Fixes
New Features
IHS Integration
We are pleased to announce to our VWG Dealer Network the launch of a new integration feature between IHS Markit Automotive (IHSM) and REALtime Communications (RTC).
Our teams have been working in conjunction with VWG to deliver an enhancement to how your Aftersales Prospect and Reminder information is transferred from the CFA platform into your RTC Outbound Manager solution.
Project Overview
Many VWG dealers are using both CFA (IHS Markit) and RTC systems. Today dealers / dealer groups are manually extracting aftersales prospect and reminder information from CFA and are uploading it into their RTC system.
This process can be time consuming, especially for multi-site groups and operations utilising call centre functions.
The project aim was to facilitate a data exchange between CFA and RTC to eliminate this manual effort. VWG have requested that this feature be made available to all VWG Dealers using both systems should they wish to participate.
Benefits of the Integration
- Improves prospect management through automation of leads
- Automates lead updates, removing unnecessary double keying
- Saves time – a scheduled automatic upload and automated outcome update between Catalyst for Aftersales (CFA) and RTC Link System removes the need for manual intervention
- Increase parts sales revenue from leads being passed in a timely manner
*** This integration requires configuration, please contact the account management team
Online Check Out
We have developed a solution to send an invite to the customer to enable an online check out. The function works in a similar way to the Online Self Check-in, i.e. sends a link by either SMS or email. The process is explained below:
The screenshot below shows the location of the "Send Check Out Invite" button within the booking tab in Workshop Management. The button will be visible irrespective of the job status once the job has been set On Site.
This is to enable the invite to be sent under different workshop situations such as a diagnostic visit, internal, no workshop intervention etc.
When the button is clicked the screen below appears:
Click the appropriate lines that need to be sent to the customer for Check out, you can
1. Check the "Use" box and this will add these items including the price to the Customer check out screen
2. Enter a fixed price in the "Customer To Pay" field, and check the "Send Price to Customer" box
3. Ensure both the "Use" and "Send Price to Customer" are NOT checked, this will then not send any price, useful for any warranty repairs or non-chargeable items
4. Once the appropriate actions are selected click either "Send SMS Invite" or "Send Email Invite"
5. If multiple Check-out invites are required, ensure the correct check out date is entered for each invite.
Note - You must select one of the options (Email or SMS), to send both, once the first is sent, you can go back into the booking and send the other option previously not used.
The below screenshot is an example of an email invite
Selecting 'Check-out' will open the below screens, prompting the customer to enter their registration number, then follow the on-screen instructions:
The work to be checked out is now visible including any prices selected in the Booking screen:
The customer will be prompted to 'Accept general terms and conditions'. The T&C's scripting can be configured for each dealer or group.
Once the customer has checked out the Job Status will be updated in Workshop Management as seen below:
Note - When the customer is collecting the vehicle the Advisor App will not now ask for another signature, as the online check out signature is saved on the final job card.
*** This function requires additional configuration, please contact the account management team
Authority Audit Report
We have development a new report to support dealers who are embracing our digital tools to become paperless in their workshop. Located in the Reporting Tree in Workshop Management it enables the dealers to drill into various aspects of the business.
Clicking into this report give you the option to select a date range, Labour code to analysis if necessary (useful for warranty details) and a specific dealer within a group. Then click "Run"
The underlined numbers can be clicked to view more drilldown detail if necessary, see below for "Without Signature" as an example:
*This report will be visible automatically after the upgrade.
Improvements
Add email button to the inspection form
We have added an email button to the 'Authorisation/Followup' screen of the Inspection System. On this screen you can select the email icon to send an email to the customer, this could be from the email templates or free typed. The email recipient on this page could also be amended/changed.
*This function will be visible automatically after the upgrade.
Warranty Parts Link in Workshop Management
To further enhance the warranty process for Digital dealers an additional feature is now available, after the parts have been added to a warranty repair the Service department can now view the linked parts to a specific labour line by clicking the "View Parts" button in the booking. This is useful when multiple parts are added on the job card, and the user may not be confident which are for the warranty line.
See screenshot below:
Clicking view parts will open a simple form with a grid view listing the parts that are linked to the labour line. If a part has notes against it, it will be underlined. Clicking a part that has notes will pop an information message box displaying the notes.
The View Parts button will only be displayed when using the warranty authorisation function with parts, this function is displayed with the Inspection system in Workshop Management.
This function has been designed for warranty repairs only outside of the normal eVHC process.
***This function requires additional configuration, please contact the account management team
Keyloop 8.35 Interface / Ford XFI Check in Integration
We have developed the system so that when checking in a vehicle using Workshop Management or Advisor App it also checks the vehicle in on Keyloop DMS version 8.35.
Please note this only relates to Ford therefore the dealer marque in general details MUST be FORD.
***This function requires additional configuration, please contact the account management team
C&D report shows all dealers
We have improved the Collection & Delivery report to show only the dealers to which the agent has permissions within the system.
* This feature will be visible automatically after the upgrade.
EMaC Menu Pricing integration
An enhancement has been developed against a new set of API's to support integration to EMaC's Menu Pricing solution.
An extra grid, 'Addons', will be displayed if any addons are returned.
Double click items in the left hand grids to add/remove lines to/from the Selected Work grid.
Clicking the ‘Launch Menu Pricing’ button on the Booking Appointment Screen will deliver a slightly different screen with read only reg/vin and a button that allows the user to add any selected work to the current booking:
Upon adding work to the booking, repair code mapping will be carried out automatically where already configured. Where this is not possible the user will be prompted for the repair code to map the selected repair item to:
***This function requires additional configuration, please contact the account management team
Menu pricing button to contain two options when it's configured for OEM and EMAC
When Menu Pricing is launched from Link System there is now an option to choose either OEM or EMaC providing both options are configured.
This is available in Main menu >
Price Enquiry > Menu Pricing
Booking Appointment > Launch Menu Pricing
Outbound Call > Launch Menu Pricing.
***This function requires additional configuration, please contact the account management team
Price Enquiry button
When using the Price Enquiry (Coins icon) while completing a booking the registration number will be carried through from the price enquiry to EMaC Menu Pricing (subject to integration being in place).
***This function requires additional configuration, please contact the account management team
Search before selecting Dealer
The system has been modified to enable a vehicle search in the LINK system, see screenshot below. Using this feature will prompt the last Service Dealer (within a specific dealer group) and the selling dealer if applicable.
The search box is for searching for records prior to selecting a dealer, used by the agent to discover what dealer the customer booked into last, or bought their vehicle from to steer the conversation.
The value entered into the search box will search customers/vehicles. The type of value entered will determine the search method:
- Numeric - Customer ID/Customer phone/Vehicle ID
- Alpha Numeric - Customer Postcode*/Vehicle Registration Number /Vehicle Chassis Number
- Text - Customer name
*Will only be searched if value entered is the format of a valid postcode
The screenshot below shows in the highlighted box the Sales & Aftersales locations, the bottom "Dealership" box enables a location to be selected.
Clicking any of the dealer buttons as show above will automatically select a dealer. From there user can continue through the usual Link workflow.
Configurable for both Keyloop 8.35 & DRIVE dealers
****This function requires additional configuration, please contact the account management team
Integrations
Keyloop Telephony - Retrieve Voice Recording
If Keyloop Telephony is being utilised onsite, it is now possible to retrieve any voice calls received from any part of the RTC systems. Useful to monitor communication between dealer staff and customers.
The screenshot below shows the "speaker" icon indicating call recording is enabled:
****This function requires additional configuration, please contact the account management team
Note: Only available for Keyloop Telephony account users