Volie 15: Dealer Identity Integration

Bada boom. Okay. Hey everyone, thanks for joining us for another session of the Volley 15 today. Probably going to be a pretty quick call, but I know that Liza has a few things that are coming down the pike and, uh, and, and, you know, a few things to show you. So we have a couple of new reports as well as some upcoming functionality for those of you who utilize Dealer Identity today, uh, to make it a little easier for you. So So, Liza, you want to go ahead?

Yeah, I'm just laughing because every time you say it's going to be a quick call, we end up taking the full time. So we'll see what happens.

Well, to be fair, 15 minutes is still a quick call. So even if we go 15 minutes—

All right, all right. Okay, enough entertainment. Thank you guys for popping on. Yes, 2 new reports, both having to do with Pulse. And then we'll go over some new functionality for DI. So I will go ahead and share my screen to get us started. Um, I wanted to give a quick PSA on the reports. Uh, it feels like every time we've been on these Volley 15s recently, we've been talking about the next new report. Uh, wanted to remind everyone, don't forget that there's a cheat sheet up at the top for, uh, glossary of terms on these new reports and Definition of formulas, how different metrics are calculated. Uh, your rep can help talk you through these things as well, but as a quick reference, don't forget that this exists. Um, something that we've been talking with all of our accounts as we add new reports in here, you may see, uh, new— Uh, I don't want to say conversions, new formulas, basically things that maybe in the past We always pulled into a spreadsheet, and now these are baked into a report for you. So don't forget, if you're stuck on any new vocabulary, that this glossary exists. The 2 new reports are down at the bottom. So 2 new Pulse reports. We're seeing over time these legacy reports are shrinking and they're migrating up into the new format. I got a sneak peek This week of the new agent efficiency and the new heat report. So we've talked a lot about those. Those will be coming soon. If you do not have Pulse enabled, you may not see these 2 new reports. If you're saying, what the heck is Pulse? Call me. We can talk to you about what Pulse, what Pulse is and how you can get it enabled in your account. But the 2 new reports here are employee performance and then organization performance. I have each of these pulled up in our demo portal, so forgive the small numbers and some of these metrics don't make sense because they're in our demo. But at a high level, you can pull this report rather than pulling the dashboard. A report is going to pull data over time. So I have this filtered for the last year. You could filter for specific stores, etc., etc. But at a quick glance, just employee performance. So, this report will be helpful to you. Maybe you do weekly check-ins with your employees to see how they're converting on opportunities. How are they handling opportunities? Are they hitting flags that Pulse is identifying for professionalism or for— conversion or for some of the things that we look for in scripting, things like that. What's nice about these reports, rather than using more of our traditional BDC-type reports, this is all based on the Pulse analysis. So it's based on not necessarily the disposition of the call, but what Pulse is hearing on the transcript between the customer and your, your rep. And/or if you have Pulse for call tracking or for click-to-call, you can look at those employees here as well. So if you have click-to-call hooked up, your click-to-call employees would be listed here. If you've got tracking lines hooked up in Volley and we are doing the, the voice printing, we'll find your employees here as well. So an employee analysis, an employee performance report And then similarly, we have an organization performance report. So same thing, you can come here if you are looking for store performance, maybe you've got multiple of the same brand and you want to compare how those, you know, 2 stores of the same brand are performing. You could look at this on a weekly basis, a monthly basis. What I liked about this one Down in the breakdown section, if I scroll all the way over to the right, I have missed calls and voicemails and then after-hours calls. So this is a good quick at a glance. Are you missing some inbound calls if customers are trying to reach you? Are you losing calls after hours? Are you missing calls? Is your team returning those missed calls, et cetera, et cetera? Um, same filters apply here. Don't forget in general on these new reports that you can download them. Um, you can send them to yourself on a schedule. Uh, so lots of new cool functionality with these new reports.

When you say download, what are all the formats? Because people do ask, what are, what are all the formats they can come in? Yeah.

So if you want to look at, um, the report as a whole, you can download as a PDF, as like a PNG, if you want it just as an image file. If you're downloading just the breakdown section, which is good, maybe you're going into a meeting and you want all of your individual reps or all of your individual stores, you can download just this table breakdown as a CSV. Um, if you need to be able to manipulate it as a spreadsheet, good question. Cool. Segue?

Yep.

Okay, so those are the new reports. If you have questions, grab us. Like we said, there's the glossary, don't forget, and then there's also documentation. Gives some good use cases for the reports, etc. Okay, next wave has to do with dealer identity. I'm going to pull up this screen and I'm not going to click anything for a minute because I'm just going to talk for a second. Dealer identity. I'm going to have Jake in a second. I'm going to have you give a little Pitch.

I like that word.

Thank you. On what dealer identity is. This page will be used in all of our accounts. My team has a little bit of setup to get everyone plugged into this new page, so you guys won't necessarily see it quite yet. But since our team is getting access to it and we're going to start plugging people in, We wanted to talk to you about it today. But I guess just for context, Jake, can you talk for a second? Can you give your spiel?

Yeah. And that's a great word choice that you use there. So some of you, I mean, I would get— I would hope if not, then we've done a pretty poor job. But I would hope that most of you know what we mean when we say dealer identity. But just in case you're seeing this and you don't, we have this, this This program where we work to ensure that the calls that you're placing from the dealership are not coming up as potential spam, scam likely, or fraud on your customers' cell phones when you're calling out. Now, since June of '22, if you've signed up for Volley, this has been included in Volley for, you know, for your BDC calls. that you'd be doing out of Volley, so, as a dealer. So that to say, most of you, even if you aren't aware, you know, we are working to protect those calls. You do have the option, and a lot of you have done this, but you do have the option to— we can protect not just the Volley calls, we can protect the rest of your dealership's phone numbers. That would be your desk phones. If you guys have any click-to-call phone numbers, that you use maybe in sales or, you know, maybe your advisors use something. You know, the average— this seems crazy, but the average dealership that we work with has 6.2 different number providers and phone programs they use. So, I mean, there are a lot of different little things you guys use to make a phone call and as a store, and we can protect all of those numbers. So, what Liza is showing today, because we are already protecting the VoIP numbers, what Liza is showing today— is a new place for you all to manage your own number list if you're doing your additional stores' numbers. You know, one of the things we've run into over time is, hey, you know, this call came up as spam. You know, we had a new salesperson and, well, we didn't have that phone number. So, you know, now you guys can, or, you know, your IT person or whoever can log in and isn't dependent on sending us the number to upload because you can manage that yourself. So that is my spiel there, Liza.

Great. Yeah, so right now, Jake just mentioned, we have all of these numbers saved in a separate portal. So for those of you who just have your Volley phone numbers protected, historically, when you provision a new phone number in Volley, Let's say for some reason, maybe you have a new campaign that we want a new phone number for, or we buy a different phone number with a different area code. You're adding a store, whatever the situation is, we're adding a phone number in Volley. You have to let your Volley rep know, then we log into that other portal and we submit your phone number. So there's just some, you know, playing telephone. There's some handoff there. What's nice Moving this functionality into Volley, when you go, if you provision a new phone number in Volley, that phone number will automatically be appended to your dealer identity profile. So that number is being submitted for remediation immediately. So there's no more delay there, which is great. And then, like Jake mentioned, for those of you who use dealer identity for your non-Volley phone numbers, If you want to come in here and load a spreadsheet with all of your additional phone numbers, if you buy some new tracking lines, you add lines at the dealership, whatever it is, you can load those in here as a spreadsheet, or you can just do them one-off, add phone numbers, and they immediately get submitted. We don't have to have so many handoffs anymore. So should be time-saving. You can also see all of it in here, which is great. Without managing one more set of credentials. So that's the new functionality. We have a to-do on our side to hook things up between the existing platform and your Volley account. So just stay tuned for now. We'll poke you when, when your, your stuff is plugged in so that you can see it and you can add to it as needed. But wanted to give you guys a heads up. Jake, that is everything. That I had on my list for today.

Yeah, and we have a question. Matt O'Shea from the Volley team, so asking a question here, but of course, Matt, that'll be something that you can manage if you need. And then we had another question on exporting the reports, Liza. I think the answer is no, but just, are you— when you download the data out of the reports there and you hit download as a spreadsheet, you aren't filtering out specific columns, you're downloading the whole list. From there, right?

True. Yeah.

Okay. Yeah. But the good thing on that, Joe, is that you can, seeing as it's a spreadsheet, you can then, you know, go in and delete the columns you don't want. It should be pretty easy for you. So definitely get with your CS rep if you have any questions or want to put together best practices or anything like that. Well, so much for our quick episode. We took 13 minutes. So thank you guys very much. We really appreciate the time. Liza, any last-minute thoughts here before we skedaddle?

Don't want to make it any longer because we promised a quick call. So nothing. Thank you.

Yeah, everyone can get a minute and a half back. So thank you all very much for joining, and we hope you have a fantastic day.