INCONTROL ADMIN WEBSITE MANUAL

Transcription

1 INCONTROL ADMIN WEBSITE MANUAL ABOUT THE INCONTROL ADMIN WEBSITE This manual is a guide on how to use the InControl Admin Website. It will provide you with information on how to: Access and navigate through the InControl Admin website Set up a new customer (Register, Connect and Activate) Manage a customer's account This manual is designed to represent both the Land Rover and the Jaguar brands. The layouts and content of the screens within the websites are the same, as are all of the processes which you need to follow; it is only the skin which is different. Note: Please note that all the names, phone numbers, addresses, addresses and VINs used in this manual are fictitious. You can access the InControl Admin websites via the Dealer Communication Portal or at the following links Land Rover - Jaguar - A single account will be created for use by all sales representatives working at your dealership. An with your sign in details and details of how to set up your account will be sent to your dealership. Note: If you do not remember the address associated to your dealership account, or if you no longer have access to the account, please contact the InControl team at your head office. RESETTING YOUR PASSWORD If you have forgotten your password, you can request a new one from the sign in page by clicking on the Forgotten your password link. Once you enter your address, you will receive an with instructions on how to reset your password. Note: New passwords are required to be a minimum of 8 characters in length. ACCESSING YOUR ACCOUNT DETAILS You can access your account details by clicking on the My Account tab at the top of your screen. You will then be presented with the option to view your general details or security details. To change your password click on the Security Details section.

2 Please keep your password for the InControl Admin website account secure and confidential and make sure that any changes to it are communicated to any one expected to use the account. SETTING UP A NEW CUSTOMER REGISTER, CONNECT AND ACTIVATE Once the vehicle is delivered to your dealership you can start the activation process. Please remember that activation is a key customer care activity. It is important to encourage the customer to activate their services at the handover stage and to assist them through to completion of the account set up process. If InControl is not activated, the customer will not be able to enjoy the benefits of the services and it may invalidate the customer s insurance if they have bought InControl Secure. To set up a new customer, follow the steps described below. Note: Before you start, make sure that you have access to the vehicle VIN, the customer contact details and the vehicle itself. Ensure the vehicle is parked outside and has good mobile network coverage. Register Connect Activate Select the Vehicle Search tab on the top menu. Enter the last 8 characters of the vehicle VIN and click Go. Click Register Customer. Enter the customer s address and click Search. If an existing account is found, the customer s contact details will appear and you will just need to confirm that it is the correct customer. If not, fill in their contact details making sure that all mandatory fields (*) are filled in before clicking Next. Note: You can find the customer s VIN on their vehicle or on VISTA. Note: For the phone number field, select the country code and enter the customer phone number without the leading zero. When prompted, click Get Started. Go to the vehicle, start the engine, and check that the SOS Emergency Call button is lit.* Press and hold the Optimised Roadside Assistance button for 10 seconds. This action must be completed within 60 minutes of when you press the Get started button. A countdown will be displayed on the screen. Return to your PC/device. A confirmation message will appear on your screen. Please note that this can take a few minutes to appear. *If not lit, the vehicle hasn t been PDI d and it needs to be done before proceeding. Note: If for any reason you sign out or close your web browser, you will need to re-start the setup process. Once the vehicle is connected to the customer, you can confirm the vehicle s Registration Number and click Next. (If you do not yet have the Registration Number, this can be completed later during the Customer Activate Stage). An activation will be sent to the customer which will allow them to complete the account set up process by accepting the Terms & Conditions and Privacy Policy. You can also wait until handover to send the activation . Search for their vehicle and you will be given the option the send the activation . Note: You can send the activation again at any time by logging into the InControl Admin Website, searching for the customer s and then clicking Send Activation .. 1

3 Troubleshooting When entering the customer VIN you may face any of the issues listed below. Please make sure you have typed the correct VIN before following these steps: Incorrect VIN entered o You can verify that the VIN entered is incorrect by checking the vehicle information displayed (e.g. full VIN, brand and model, number of doors etc.) Vehicle not found: o Check the customer order to make sure InControl was ordered. o If InControl was ordered please contact the local JLR office as this may be due to a system error. Vehicle registered to another customer: o Make sure that the vehicle details and VIN are correct. o Remove the customer from the vehicle. Only remove a customer from a vehicle if you are sure that the vehicle details you have entered are correct and the customer found is incorrect. Vehicle details incorrect: o Check the VISTA order and contact the local JLR office if the details do not match. InControl subscription details incorrect: o For new vehicles, check the VISTA order and contact the local JLR office if the details do not match. o For second hand vehicles, contact the local JLR office if the customer believes that the length of the remaining subscription period is incorrect. No InControl subscription linked to vehicle: o Contact the local JLR office if you believe this is an error. If the vehicle was not successfully connected to the customer account, you will be given the option to try again. This could be because of one of the following reasons: The Optimised Roadside Assistance button was held for 10 seconds and slowly flashed amber for 5 minutes but the web browser did not refresh and no confirmation message was displayed, meaning that the vehicle could not be connected to the customer account. This may be due to a lack of cellular coverage. Move the vehicle to another location and repeat the action. The Optimised Roadside Assistance button was held for 10 seconds and slowly flashed amber. The vehicle was successfully connected to the customer account but your web browser did not refresh and no confirmation message was displayed on your screen. This may be due to your PC/device internet connection. Sign out of the InControl Admin website and sign in again. Search for the vehicle and click on Continue Setup to resume the set up process. The Optimised Roadside Assistance button was held for less than 10 seconds and the flashing did not start. Repeat the action, following the instructions provided and make sure the button slowly flashes amber before releasing it. The SOS Emergency call button light was not lit when you checked the overhead console. This may be due to a Telematics Control Unit (TCU) or overhead console fault or PDI not being completed. The Optimised Roadside Assistance button was held for 10 seconds but did not flash. This may be due to a TCU or overhead console fault. 2

4 HELPING CUSTOMER TO COMPLETE THE SET UP PROCESS Customer activates at the dealership We strongly encourage customers to activate their InControl services with your help when collecting their vehicle at your dealership. To activate InControl, the customer needs to open the activation from their mobile device, click on the secure link, confirm their details and accept the legal documents. Note: The InControl terms and conditions and privacy policy that the customer is required to accept are the same documents that you should have asked them to sign at your dealership when they purchased their InControl equipped vehicle. This automated process enables us to keep an online record of their acceptance. They will also be able to switch on the Journeys function, which enables the customers to record, save and export journey information (map, distance, efficiency, time taken and average speed). Journey information can be viewed, deleted or exported into Microsoft Excel or a.csv file. Note: The customer will activate their InControl services at your dealership using their mobile device. Customer activates at home The customer may decide to activate their InControl services at home. Please make sure that the following actions are completed: Call the customer a few days later to ensure everything is ok Offer help if the customer has not completed the account activation Re-send the activation if the customer has not completed the account activation after 30 days If the customer has not completed the account activation, you will be presented with the following screen when doing a search. Press the Send Account Setup button to send another activation . Note: If the customer informs you that they have not received their activation ask them to check their spam/junk mail/quarantined items before pressing the Resend Activation button. MANAGING CUSTOMER ACCOUNT Viewing and editing customer contact details You can access a customer s contact details by doing a customer search. Select the Customer Search tab on the top menu. You will then be given the option to search for a customer using their address, or name and phone number. 3

5 Note: To fill the phone number field, select the country code from the drop down list and enter the customer phone number without the leading zero. To edit a customer s contact details, click on the Edit Customer button. Once you have updated the customer details, click Save to store your changes. Make sure all mandatory fields marked with a red asterisk (*) are filled in before saving your changes. To go back to the previous input fields click on the Cancel button. Note: Customer contact details cannot be edited by doing a search by vehicle. Viewing and editing customer vehicle details You can access a customer s vehicle details by doing a customer search or a vehicle search. Customer search If the customer account has a vehicle connected to it you will be able to access the vehicle dashboard by clicking on View Vehicle. Information about the vehicle is displayed at the top of the screen. 4

6 The registration number is the only editable field. To edit it, click on the Edit link. If it appears after doing your search that the customer has not completed the registration process, please contact them and offer your support. Vehicle search Select the Vehicle Search tab on the top menu. Enter the last 8 characters of the vehicle VIN and click on the Go button. The registration number is the only editable field. To edit it, click on the Edit link. Note: You can also use the vehicle search function to access information about a vehicle and/or services associated with it when the vehicle is not yet registered to a customer or no longer connected to a customer. Checking a customer s services and subscription expiry You can view the services linked to a vehicle on the vehicle dashboard. To access the vehicle dashboard, follow one of the search processes described above. The vehicle dashboard displays information about the services for that vehicle and length of time remaining for each of the services subscribed to by the customer for their vehicle. Removing a customer from a vehicle If a customer wants to trade in their vehicle with active InControl services, you may be required to sign into the InControl Admin website and remove the customer from their vehicle. To remove a customer from a vehicle follow these steps: Select the Vehicle Search tab on the top menu. Enter the last 8 characters of the vehicle VIN and click on the Go button. You will then be presented with the following screen. You can also access the vehicle dashboard by doing a customer search. 5

7 Click on the Remove Customer From Vehicle button. A pop up window will appear asking you if you really want to remove the customer from the vehicle. Click on Yes to confirm your decision. Once your decision has been confirmed, a success message box will be displayed at the top indicating that the customer has been removed. Note: Ensure the vehicle is parked outside and has good mobile network coverage. The engine should have been switched on at least once in the 12 hours prior to removal. Note: Any remaining InControl subscription period will be available to the new owner. Deleting a customer account WARNING: If you delete a customer's account, the customer will not be able to sign into their account and all their details will be deleted from the portal. All the vehicles associated with their account will be removed. InControl Secure will be deactivated and this may affect the customer s insurance. Select the Customer Search tab on the top menu. You will then be given the option to search for a customer via their address or name and phone number. Fill in the fields required and press the Go button. Click on the Edit Customer button and then on the Delete Customer Account button displayed on the following page. Note: An account with associated vehicles cannot be removed. You first need to remove all the vehicles associated with the account before attempting to delete a customer account. Linking additional vehicles to an existing customer account You may be required to link another vehicle to an existing customer account. Select the Vehicle Search tab on the top menu. Enter the last 8 characters of the vehicle VIN and click on the Go button. This will allow you to access the vehicle dashboard. Click on the Register Customer button and follow the instructions shown. 6

8 FREQUENTLY ASKED QUESTIONS Customer FAQs The customers have the possibility to read more information about the InControl Services on the global websites. In order to see the available FAQs for customers, please visit the support section within the InControl part of the website. Additional FAQs Please see below the more technical questions and answers that customers might enquire. 1. How can InControl be demonstrated to potential customers? The InControl Remote Smartphone App can be downloaded onto a compatible ios or Android device from either the Apple App Store or from Google Play. The Demo Mode can then be used to illustrate the key App features, or the InControl Services can be activated on a vehicle to demonstrate key features as part of a test drive. It is not possible to provide customers with a live demonstration of SOS Emergency Call, Optimised Assistance Call or InControl Secure. 2. What do customers need to do if they are selling a second hand vehicle with InControl? The InControl Terms and Conditions state that the customer is required to remove the vehicle from their account using My JLR InControl website (vehicle owner site). If the customer has not removed the vehicle from their account, this will need to be completed by the dealership. 3. Can the InControl Services be transferred to a new customer when the vehicle is sold? The InControl Services will be transferred to the new owner of the vehicle for the remainder of the subscription term subject to new owner completing the InControl account setup. 4. How does InControl work? A GPS enabled unit known as a Telematics Control Unit (TCU) is fitted into the vehicle at the factory. The TCU connects the vehicle s electrical network to the internet using a cellular connection, just like a mobile phone. 5. How does the Telematics Control Unit (TCU) connect to a mobile network? The TCU is fitted with a SIM card and connects to the internet using a 3G connection, like a mobile phone. In areas where this is not possible, it will revert to 2G. In addition, the TCU can connect to the networks of different mobile providers to ensure a consistent service. The mobile network costs are supported by JLR. 6. Can InControl be retrofitted? Currently it is only possible to have InControl on a customer's vehicle if it is selected when the vehicle is ordered, but future options are being explored. 7. Where is the Telematics Control Unit (TCU) located in the vehicle? It is in a hard to access location to meet requirements for InControl Secure. The exact location of the TCU varies by individual vehicle models. 8. Will activating InControl impact on the PDI process? The SDD tool has been updated to change the mode of the Telematics Control Unit (TCU); logistics mode will be deactivated and the SOS Emergency Call function is enabled. 7

9 If an error code appears during PDI hold the Optimised Assistance button for 10 seconds, after which the button will flash slowly for a short period of time. If PDI is successful the SOS Emergency Call button light will be constantly illuminated red. 9. Is it possible to have multiple InControl accounts linked to one vehicle? No. It is only possible to have one InControl user account per vehicle to ensure data security. 10. InControl Secure: Service Mode and Transport Mode If customers have an active InControl Secure subscription they will need to enable either Service Mode or Transport Mode if they take the vehicle for a service, or tow the vehicle. Once enabled, the mode will be active for up to 72 hours only and will be automatically disabled when this time has elapsed. If their vehicle is being serviced/transported for more than 72 hours, they will have to reactivate the mode. If they do not enable it, they will receive a theft notification from the InControl tracking centre. 11. What is the difference between InControl Apps and the InControl Remote Smartphone App? InControl Apps and the InControl Remote Smartphone App are two different products. InControl Apps presents a vehicle optimised, interactive set of selective apps on your vehicle's infotainment screen via a dedicated USB port. The InControl Remote Smartphone App is an app which provides a remote link to the vehicle and provides up to date information about the vehicle e.g. last parked location (and walking directions back to it), fuel and range and recent journeys. 8