User support Marketing Director profile DataCar CRM, Expert version

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1 Contents 1 Schedule management Introduction to scheduling Schedule management page Creating a schedule Tracking a schedule, generation of reports Entry of warranty contracts for "End of warranty" schedules Scheduling set-up Page 1 of 11

2 1 Schedule management 1.1 Introduction to scheduling The "Scheduling" function enables the automatic management of customer follow-ups and colleague follow-ups triggered by tracked events. For instance, birthdays, thanks and services are all events that give rise to a defined action. The application offers various "scheduling" options, which are listed in the table below alongside their associated trigger events. Schedule Trigger Loyalty development X months and/or X days after actual delivery Thanks X months and/or X days after validation of an offer X months and/or X days after validation of an order X months and/or X days after validation of a delivery Appointment confirmation X days before the appointment (type of appointment: opportunity, NV/DV/UV delivery, test drive) Alert X days before the end of offer validity X days before delivery End of warranty X days and/or X months before the end of the warranty X days and/or X months after the end of the warranty Service X kilometres ± x% End of financing X months and/or X days before the end of financing X months and/or X days after the end of financing Warning The end financing date come from the information of the vehicle contact account form. Satisfaction survey X days after actual delivery Birthday Birthday X days before contact birthday After-sales visit X months and/or X days after last after-sales invoice Renewal X months and/ X days before the next vehicle renewal Each schedule will be linked to: A trigger event A customer follow-up A colleague follow-up A communication channel is specified for follow-ups for customers listed in "External communication" in scheduling management: - None: The customer will not receive anything - Letter: The customer will receive a letter - The customer will receive an - Text message: The customer will receive a text message The content of the letter, or text message will be defined when the schedule is created. Page 2 of 11

3 The schedule list is found in the left-hand menu. For each folder, there are two sub-folders: "Current" schedules and "Archived" schedules. When a schedule is created, there are various options available: Page 3 of 11

4 1.2 Schedule management page The list of current schedules for the selected folder is displayed in the left-hand "Scheduling" tab in the "Marketing" module. Loyalty development schedule management page: Click on the column header to sort the contents of the list. The column on which the contents are sorted is indicated by the following icon: Note: The columns available on this management page are dependent on the type of schedule selected. The actions available on this page are as follows: Create: Create a new schedule View: View the selected schedule Duplicate: Duplicate the selected schedule (this function is extremely useful for schedules specifying a manufacturer, for example). Page 4 of 11

5 1.3 Creating a schedule The procedure for creating a schedule is largely the same for all types of schedule. We will use the example of creating a "Loyalty development" schedule. From the schedule management page, click on "Create" and tick the type of schedule required. The creation page is displayed. On the left, you will find information relating to the schedule description and, on the right, information relating to triggers and internal and external communication. Schedule description (left part of the page) The title and objective must be completed. The description is option, but is important as this text is carried over to the follow-ups generated. Schedule trigger Enter the parameters for triggering the schedule. Page 5 of 11

6 Note: the parameters to be entered vary depending on the type of schedule chosen. In the appendices, you will find a list of all the parameters to be selected for the various types of schedule. Defining communications External communication relates to customers. Internal communication relates to colleagues. When you select external communication for customers, the publisher function is displayed at the bottom of the page, enabling you to define the content of the letter, or text message to be sent to the customer. Enter the text and, if necessary, insert elements originating from the application and click on "Confirm" to create the schedule. Page 6 of 11

7 1.4 Tracking a schedule, generation of reports Schedule "Reports" are generated during overnight processing. "Reports" is used to mean colleague follow-ups and letters, s and text messages sent to customers. The reports generated can be viewed on the schedule management page. Select a schedule and click on "View". The information relating to the schedule is displayed in the upper part of the page. At the bottom of the page, the generated reports are displayed. The actions available on this page are as follows: Modify: Enables a schedule to be modified. Close: The schedule will no longer be active. You must respond to the confirmation message. If there are follow-ups, you will be asked whether they should be deleted. The closed schedule will be moved to the "Archive" folder. Colleague follow-ups will be accessible from the home page. Page 7 of 11

8 The type of schedule and the objective are displayed. 1.5 Entry of warranty contracts for "End of warranty" schedules When an "End of warranty" schedule is created, the manufacturer and type of warranty contract are taken into account in the parameters. Page 8 of 11

9 The "Type of warranty contract" is entered in the "Management" module, under "Warranty management" in the "Set-up" menu. The warranties for new vehicles are entered per manufacturer. Page 9 of 11

10 1.6 Scheduling set-up The "Set-up" option is at the bottom of the list in the scheduling tab. The "Set-up" option enables the colleagues to be sent follow-ups to be defined based on the type of schedule. The scheduling set-up page comprises two sections: On the left, there is a list of colleagues, which can be filtered by geographic site and/or profile. On the right, there is a list of colleagues selected to receive follow-ups. Page 10 of 11

11 Appendices Table of schedules and associated parameters Schedule Parameter 1 Parameter 2 Loyalty development Vehicle type (NV, UV, DV) Manufacturer to be selected for NV, DV Thanks Vehicle type (NV, UV, DV) Manufacturer to be selected for NV, DV Appointment confirmation / / Alert Vehicle type (NV, UV, DV) Manufacturer to be selected for NV, DV End of warranty Manufacturer (with a warranty contract in the application) Type of warranty contract (saved in the application) Service Manufacturer / End of financing Vehicle origin (NV, UV, DV) Manufacturer to be selected for NV, DV Satisfaction survey Vehicle type (NV, UV, DV) Manufacturer to be selected for NV, DV Birthday Vehicle type (NV, UV, DV) Manufacturer to be selected for NV, DV After-sales visit / / Renewal / / Page 11 of 11