Owner Support+ FAQ s and Tips

Transcription

1 Owner Supprt+ FAQ s and Tips Frequently Asked Questins Owner Supprt+ Vide Delivery Checklists: Fr mre infrmatin please reference the Owner Supprt+ (Overview) link just belw the Owner Supprt+ Delivery Checklist link in the Vehicle Delivery prtal n the Sales tab in DealerCONNECT. If yu experience technical issues with this site, please cntact FCA Perfrmance Institute Supprt at Q. When can I expect a VIN t be available in OS+ and fr hw lng? A. OS+ is available fr VINs nce they are in KZ status. Sld VINs are typically available fr the current mdel year minus 2. Example: we are currently selling 2018 MY vehicles, therefre is available. Q. Why am I asked t cnfirm addresses after clicking Submit? A. There is an checker in place t validate addresses entered int OS+. It will catch cmmn misspellings and attempt t validate addresses with the receiving dmain There are many reasns why it may fail t successfully validate a gd address, s if yu receive this message simply check that yu have typed the crrectly and click SEND. Or if yu d see an errr click EDIT t g back and crrect it. Q. Why am I asked t cnfirm the phne number after clicking Send Text? A. Service is in place t check if the phne number entered is a landline (nt able t receive texts). If yu receive this warning message, simply verify the cell phne number with the custmer and then select either SEND r EDIT if crrectins are needed.

2 Q. Hw d I print the OS+ checklist, similar t the ld OS+ Lite PDF versin? A. Use the PRINT buttn lcated at the bttm-right f the OS+ screen. When yu use Print, yu will get the list f Key Features alng with Shrt Actins t perfrm (see belw) as well as a signature field fr the custmer t sign. Once the print windw pens, yu may need t hver near the bttm f yur screen t see the tlbar with the printer icn (see belw) Q. Can I enter mre than ne VIN at a time int OS+? A. Yes select Multi VIN in the DealerCONNECT screen t enter up t 20 VINs at a time. The first VIN will display when OS+ pens and there will be a Select a VIN drp-dwn at the tp f the screen t switch between VINs (see belw). Yu can use Print All t print the checklists fr all f the VINs in the list. NOTE: expect lnger respnse times fr mre VINs entered. Q. Is the address captured in OS+ sent t COIN? A. Yes. If Opt-In is selected in OS+, it will be sent t COIN nightly. Q. Why isn't the SiriusXM Guardian activatin ptin shwing fr the selected vehicle? A. This ptin nly appears if the selected VIN is equipped with the SiriusXM Guardian feature.

3 Q. Des activating SiriusXM Guardian via OS+ cunt as credit fr sending an OS+ t a custmer? A. N. Enrllment in SiriusXM Guardian des nt send the custmer the OS+ Vide Delivery Checklist and therefre des nt cunt tward OS+ credit. Q. Are there mre steps t cmpleting SiriusXM Guardian enrllment than just Activating the service in OS+? A. Yes. OS+ Activatin ill turn services n in the vehicle and initiate an t the custmer. The custmer still needs t register the VIN in their Mpar.cm accunt and create a passwrd and pin if nt already setup. They als need t dwnlad the SXMGuardian App in rder t initiate remte cmmands t the vehicle.

4 OS+ Reprting FAQs: Rewarding Excellence htline: (Mn - Fri, 9 a.m. 9 p.m. EST) Or Questins@RewardingExcellenceCard.cm Finding the OS+ Reprts Rewarding Excellence Site: T view the OS+ /Texting Reprt: Lg in t (yu must have an SID) Select the Owner Supprt+ buttn Yu can select Sales Reprts at the tp fr ther reprt ptins (if available) and access t the OS+ /Phne Search tl Requirements t receive OS+ /Texting Credit : Vehicles & Sales Types fr Sales Vlume Cunt Categries: All new 2016/2017/2018/2019 Alfa Rme*, Chrysler, Ddge, FIAT, Jeep, and Ram mdels reprted during the reprt perid as a Type 1, L, B r E sales nly (excludes Title Cde 22 and 33 sales). *NOTE: Alfa Rme data is cllected in a separate reprt and Alfa sales are nt cunted tward Custmer First OS+ requirements. Owner Supprt+ /Texting Cunters: An Owner Supprt+ r Text must meet all f the fllwing criteria t qualify as an OS+ /Texting credit cunter: The OS+ r Text must be submitted tw days prir t, the date f, r tw days after the delivery date recrded n the NVDR (calendar days) The OS+ must be submitted t a valid address and rejected and/r undelivered s will nt qualify The OS+ Text must be submitted t a valid cellular phne number and rejected and/r undelivered texts will nt qualify The OS+ r Phne Number must match the address r Phne Number n the NVDR Q. Sme f my Sales are missing frm my OS+ Reprt, Why? A. Please make sure an SID is appearing n the NVDR recrd. In rder fr VINs t appear n an Individual s reprt, their SID must appear n the NVDR. If an SID is mitted it will be added t a generic N/A reprt shwing all Sales fr that Dealership nt tied t an individual. Q. If the Sales Cnsultant s/sales Manager s SID is left ff the NVDR, can it be added in later and still appear n the rreprts? A. Yes, the Sales Cnsultant s/manager s SID can be added later. Q. My OS+ Reprt shws I sld a vehicle, but states the OS+ /Text did nt get credit. Why? I KNOW the /text was received. A. NVDR data updates daily (Tuesdays Saturdays), hwever, OS+ data can take up t 2 days t ppulate (this is because an r text that has nt been successfully received by the cnsumer will aut-retry fr up t 14 hurs). Check back daily t see the latest updates n yur reprt. Pull up the OS+ Search tl (shwn belw) t validate/cmpare NVDR data with OS+ data.

5 Q. I can lk up the address r phne number I put in the NVDR, but where can I see what OS+ s/texts I ve sent? A. Lg n t Rewarding Excellence, click the Owner Supprt+ buttn, then click Sales Reprts at the tp. In the drpdwn menu select OS+ Search (shwn belw). Enter the VIN t check that the address r phne number n the NVDR and the OS+ recrds match, and that the OS+ /text was sent within the allwed timeframe cmpared t the NVDR delivery date. Als, use the CC Sales Cnsultant field in OS+ t receive a cpy f each yu send fr yur recrds.

6 Q. The wrng address r phne number was entered n the NVDR when the custmer purchased the car. Can the address r phne number be updated? A. The /phne number infrmatin cntained in the riginal NVDR submitted is the data utilized fr calculatins in this prgram. Q. Is there any cutff fr when changes t data in the NVDR will be accepted? A. There is n cutff fr data ging int the OS+ reprts, hwever, individual incentive prgrams may have deadlines in rder t calculate pay-uts. Please see the rules supplied fr specific incentive details. Custmer First reprting is based n sales quarter as defined by the CFAFE prgram rules which can be fund n DealerCnnect and FieldCnnect under the Custmer Experience tab. Need assistance? Call the Rewarding Excellence Prgram Headquarters: