Chapter 9 Communication Center Tab Section with Quiz

In the middle section of your call screen you have your tabs. By default, it will pull up the Vehicles tab. This will show any vehicle information tied to this customer's profile. So in this instance I'm referring to Laura Lane and I know that she has a 2013 Subaru Outback. You can also drill down into the details of the vehicle and we'll populate any additional information that we're aware of, perhaps the VIN number, last sale date, last service date, etc. If this customer no longer owns this vehicle, you can simply update Volley and let Volley know by unchecking the Currently Owns box. If you need to edit the vehicle, you can click the Edit icon. Maybe you gathered additional information. Or if this vehicle never belonged to the customer, you can delete the vehicle by hitting the trash Bucket icon. If you need to add a vehicle to the customer's profile, you can click the green Add vehicle and enter in the year, make model as needed. You may use the Vehicle search. One example we typically give is maybe you're on the phone with Laura and she wants to schedule an appointment, but she's not going to bring in her Subaru Outback for service or an appraisal. Maybe she's going to bring in her husband's vehicle and you know that her husband has either serviced or purchased from your dealership in the past. If you know he's in the system, you can search for his information. So you can look by first or last name, phone number, email or vin. Once I've located his vehicle, I can simply click the green checkbox to add it to the profile. Let's say it's this vehicle here. In order to add it to the profile. I'll go ahead and click the checkbox to add this vehicle to the profile. Finally, I want to be sure and check the box Reason for Communication. That way we'll know this is the vehicle that is coming in for service or appraisal. Selecting the More Drop down will show you a few other tabs here you may utilize. You'll be able to see their appointment history so any upcoming, past or canceled appointments we have associated with this customer. You'll also be able to see the communication history, so you'll see any phone calls, emails or text history that we have with this customer. You can also drill down into the details to potentially see the agent who had the last communication, the disposition or the outcome, and any call notes that were taken. Next we'll go to the Contacts tab. We'll go over this in more detail in another video when we discuss transfers. You can search by department or employee name and from here you would either select blind or warm transfer to initiate a transfer to that individual. Please note that these icons will appear once you're on the phone call. The organization information can be thought of as your dealership cheat sheet. So any information that we have pertaining to your store, such as name, address, phone number, and any additional policies or facts you have for your dealership, those will all populate here. Examples may be the latest drop off time or maybe your sales or service hours. For the external links, think of this as a bookmark sheet. If there are any frequently used websites that your team typically uses, your manager can work with your customer success rep to get these linked right into your call screen. When you click the button, it will open up that website in a new tab. The Sales tab will pull up any sales history that we have with this customer, so if they've purchased a vehicle, we can see the details of that purchase. And similarly for services, if this customer has serviced with you before in the past, we can pull up any information pertaining to their past services. Those are the most frequently used tabs, but we do have a few others as well. The enrollment history will show all of the different reasons we've potentially tried to contact this customer and whether they're still actively being reached or maybe they're no longer in the campaign, either because a manager disabled them or maybe we completed all of the follow ups. The Disposition history will show the outcomes of your communication, so if you would rather view these outcomes by type, you have this option here in the Disposition history. If you're a store that utilizes our ELEAD integration here, you could sync any ELEAD activities we have tied to this customer. The promotions area could include any coupons or specials that your dealership has going at the moment. You would be able to see the start and end date of that promotion as well as any details. So perhaps a Buy three get one Free Tires coupon that expires the end of March. Scheduled communications would be any set callbacks your team has made with this customer. We'll also cover this further in a future video. For example, with Laura, she may have asked her team to call her at a specific date and time, so you or another team member may have utilized the callback Disposition and you would be able to see any upcoming callbacks in this area with the telematic alerts. If your team utilizes any integration with the service Connect either via Toyota or Lexus Connect or Subaru, you'll be able to see any warning or maintenance alerts or vehicle notifications we would have received via those connected vehicle alerts. You'd also be able to see the timestamp and the reason for those alerts. Sam.