20
Maintenance Menu wiADVISOR DASHBOARD FREQUENTLY ASKED QUESTIONS VERSION 1.2
Previous Next
Maintenance Menu
Current
$149.99
wiADVISOR DAShbOARD
FRequently ASkeD queStIOnS
VeRSIOn 1.2
Previous Next
Maintenance Menu
Current
$149.99
FAq
tAble OF COntentS
The wiADVISOR dashboard is a single interface for tablet or PC designed to streamline the service lane write-up processes in order to enhance the customer experience. Features and benefits include: Online Service Scheduling, electronic advisor walk-around, VIN- specific maintenance menus, professional estimates, retail presentation tools and much more.
Powered By
A. PROgRAm FAQ 1
B. ADmINISTRATIVe FAQ 4
C. RePORTINg 4
D. microPOD FAQ 5
e. SeRVICe ADVISOR uSINg DAShBOARD-SeRVICe ADVISORS FAQ 6
F. meNu RelATeD FAQ 10
g. eRROR NOTIFICATIONS AND whAT They meAN? 12
h. PRICINg SeT-uP mANAgeR 12
I. INTegRATION FAQ 13
J. ONlINe SeRVICe SCheDulINg (OSS) FAQ (SeTuP AND uSe) 15
K. eleCTRONIC VehICle INSPeCTION RePORT (eVIR) - FAQ (OPTIONAl PROgRAm) 16
l. PeRSONAlIzeD SeRVICe welCOme (OPTIONAl PROgRAm) 17
1
Previous Next
Maintenance Menu
Current
$149.99
PROgRAm FAQA.
why should I be on this program?1. wiADVISOR dashboard and other tools from wiADVISOR provide step-by-step guidance in making the a. customers’ service experience at your dealership effective and satisfying.experience with the system proves that you will sell more service and the customer vehicles will receive b. better maintenance.The write up, hand off to technician, vehicle inspections, and repairs will be more efficient, more effective c. and consistent with every customer.The net effect is to improve your customers’ satisfaction and loyalty to your dealership so they will continue d. to purchase vehicles from you and bring their service needs to your service department.
how much additional time will be needed with each customer?2. Industry research has found that it takes approximately 20 minutes to have an effective consultation with a a. service customer.A wiADVISOR consultation does not add additional time, but simply allows the advisor to focus more on the b. customer by providing an efficient and effective service experience for the customer.
has this program worked elsewhere?3. The tools included in wiADVISOR have been implemented in hundreds of dealerships across North America.a. In every case, there has been an increase in service and parts sales, in profits, and in customer satisfaction. b. In addition, the service personnel experience less stress and more satisfaction in the service they provide their customers.
All I see is a la carte items, we sell packages, how will that work?4. manufacturers recommend particular services at particular intervals. The wiADVISOR menus reflect these a. services. The wiADVISOR menus allow for Dealer Recommended Services. b. Simply make sure that all the factory required and dealer recommended services in wiADVISOR match the c. DmS pricing for that interval.
Can we modify the menu? Because we include a fuel injector service & an alignment with our 30K’s 5. even though Chrysler doesn’t recommend ityes. you may add the Dealer Recommended Services to the menu.a. In the interest of the transparency that is necessary to regain the trust and loyalty of the public, it is important b. to distinguish between the factory recommended service and your dealer recommendations (and explain why you recommend service beyond what the factory requirements might be).
how much is this program?6. The charges for wiADVISOR will be determined by Chrysler.a.
what are the advantages of the program?7. The “tools” provided with wiADVISOR improve the consistency and transparency of the service experience.a. This consistency and transparency will improve customers’ satisfaction and build their trust, loyalty, and long b. term service and sales retention.experience with the system proves that you will sell more service and the customers’ vehicles will receive c. better maintenance.Dealership personnel whose income is tied to service sales and customer satisfaction can increase their d. income.
2
Previous Next
Maintenance Menu
Current
$149.99
The write up, hand off to technician, vehicle inspections, and repairs will be more efficient.e. The customers will receive a consistently excellent service experience when they come to you for f. maintenance and repairs.Trusting, loyal customers will return to your dealership for future vehicle purchases and for all their g. maintenance and repair needs.All together, this will increase the profitability of your service department and dealership.h.
how do I know the menu is accurate?8. The pricing wizard and initial set-up assist you in matching your pricing.a. make sure that if an advisor or cashier comes across any price discrepancy in the menu, a process is set up b. to notify the wiADVISOR administrator in your store to make any needed adjustments.
Is my data secured?9. The data that wiADVISOR utilizes is housed in a secure environment approved by Chrysler.a. The data that wiADVISOR stores is redundant to your DmS data.b.
Can other dealers see my data?10. There is no way other dealers can access your data through the wiADVISOR tools.a.
what if I do not want to be on the program?11. wiADVISOR will be rolled out to all Chrysler, Dodge, Jeep, Ram and FIAT dealers.a.
how much time will it take for me to set up the menu?12. The Pricing wizard is designed to make the task of setting up your menus a quick and efficient process.a. The actual time will depend on your interruptions during the process.b.
who do I contact with questions?13. Questions regarding communications, hardware and wiADVISOR functions should be directed to program a. specialists at 1-888-wiTeCh1 (948-3241) wiADVISOR support team.
will it integrate with my DmS?14. The five most common Data management Systems in use by dealerships either currently integrate with a. wiADVISOR, will integrate in the upcoming weeks, or will in the near future. wiADVISOR is currently certified with DealerTrack and Automate. ADP, Reynolds & Reynolds and AutoSoft will be supported in the near future.
what if my DmS is not a program supported DmS?15. The five most common DmS systems in use, covering 85% of the Chrysler dealers, are either currently able to a. integrate with wiADVISOR or will be in the next few weeks, and the others will be integrated in the future.Right now wiADVISOR is certified with DealerTrack and Automate. ADP, Reynolds, AutoSoft will be supported b. in the very near future.you can enjoy many of the benefits of the wiADVISOR tool even if your DmS does not support integration. c. There will be slight differences including:
you will get your appointments from your wiADVISOR (via email), rather than having them available on i. the DmS.Customer data will be available on wiADVISOR if they have been previously loaded into the data base.ii. After the customer leaves, you will enter the data from the Pre-write RO into your DmS to generate an iii. RO.
3
Previous Next
Maintenance Menu
Current
$149.99
I did not get my hardware, what do I do?16. Contact the wiADVISOR support team at 1-888-wiTeCh1 (948-3241); they have arranged to supply the a. hardware you requested.
I missed my installation call, what do I do? 17. Call the wiADVISOR support team at 1-888-wiTeCh1 (948-3241); you will be connected to the roll-out/setup specialists who will arrange a new schedule.
why should I invest the time to price my menus?18. Industry research, supported by the decline in dealership service loyalty, shows that our service customers a. do not believe that the dealership is price competitive and there is a certain distrust in our pricing.By including pricing on the Online Service Scheduler and on your maintenance roadmaps and menus, you b. provide a transparency that rebuilds the trust in your service customers (active and potential customers).experience shows that accurate and consistent pricing will increase your service business and profitability.c.
my menu is priced, what do I do next?19. you can turn on your Online Service Scheduler website and begin accepting appointments from your a. customers.you are ready to begin using wiADVISOR on your service drive to experience the benefits of this valuable b. tool.
I have a new advisor. how do I get them trained?20. A Service Advisor Training module will be coming soon from Chrysler Academy.a. This wiADVISOR Reference manual is written in such a way that it can be used as training manual for a new b. hire that is unfamiliar with wiADVISOR.The manual is also valuable for the new advisors to look up areas they are not confident with and refresh c. their training.
how do I add a Dealer Recommended Service to my menus?21. wiADVISOR has pre-loaded a wide selection of Dealer Recommended Services in the pricing guide to get you a. started. If you would like to use a service that is not currently listed, please contact the wiADVISOR support team at b. 1-888-wiTeCh1 (948-3241) or by email at [email protected] calling Program headquarters, you can reach experts for each of the wiADVISOR tools. They can advise c. you on what can be done to enhance the program and how to accomplish any changes that you wish to make within the scope of the wiADVISOR system.
I have an idea or suggestion that I feel will enhance the program. who do I tell?22. wiADVISOR is committed to providing you with the most comprehensive VIN-specific maintenance menus on a. the market.Please pass your comments/suggestions along to your Account manager or the wiADVISOR support team b. at 1-888-wiTeCh1 (948-3241) or by email at [email protected] and we will check our development/release schedule to confirm whether or not your suggestion is already on the list.
I understand that I have some network wiring to address; what are the requirements? 23. There are some network cabling requirements to connect the wiADVISOR wiFi router to the internet.a. Contact the wiADVISOR support team at 1-888-wiTeCh1 (948-3241) to learn specific requirements and b. suggestions.
4
Previous Next
Maintenance Menu
Current
$149.99
what are the system requirements to utilize wiADVISOR?24. Contact the wiADVISOR support team at 1-888-wiTeCh1 (948-3241) or by email at [email protected] a. for further assistance.
ADmINISTRATIVe FAQB.
how do I recover a lost password?1. At the log in screen (chrysler.advisordashboard.net) there is a prompt to click ‘Forgot your password? Click a. here’.what if I forget my user Name?b.
generally, your user name is your S-ID, if you’re still having difficulty, please contact your dealer i. administrator. They can go to the manage user tab, look up your name and give you your user name.
how do I change my department hours?2. The dealer administrator can go to Admin/Dealer profile/location & hours. Then click on the department you a. wish to edit (Sales or Service), then look for tab on the right marked ‘hours’. make your edits and then be sure to click ‘Save”.
how do I add a new employee?3. Select “Administration”; then click on: “Omm Admin” from the navigation panel on the left.a. Shade over the “Admin” tab from the navigation panel at the top and select “manage users”.b. Click the “Create” button on the bottom right side of the screen.c. Select the “user Type” from the drop down menu and enter the user’s first name, last name, phone #, d. username and password. Click the “Save” button at the bottom right side of the screen.e.
how do I delete a user?4. Select “Administration”; then click on: “Omm Admin” from the navigation panel on the left.a. Shade over the “Admin” tab from the navigation panel at the top and select “manage users”.b. Select the user that you would like to delete – the line will change to turquoise.c. There should be a check mark in the “enabled” box below – remove the check mark to disable the user.d. Click the “Save” button at the bottom right side of the screen.e.
how do I change my password?5. Once you log in, select “Profile”; then click on: “Reset Password” from the navigation panel on the left.a.
Please note at some point the system will be accessed directly through DealerCONNeCT.6.
RePORTINgC.
Is there reporting available for the wiADVISOR program?1. yes. There are a full range of reports available for anyone with administrative rights. log in and look at the a. tabs for the Reports tab down the left side, click on the On-Demand reports to see what is available.The reports are designed to reflect program usage, ROI and advisor performance as well as to assist in b. tweaking advisor sales training at your dealership.
5
Previous Next
Maintenance Menu
Current
$149.99
microD. POD FAQ
what if the microPod does not read?1. make sure the ignition switch is on.a. Refer to the Supported Vehicle list published on the Knowledge Base (kb.dcctools.com) and make sure it is b. indeed a supported vehicle (from 2008 and some models earlier are supported).There may be rare cases where the vehicle has a problem which prevents it from communicating with the c. microPod.Do the lights come on the microPod (ensures the microPod is getting power)? If not, try plugging the d. microPod back in again. If there is still no power, then move forward with the service drive process so as not to hold up the customer. Afterwards, check the microPod on another vehicle to see if it is getting power. If not, contact the wiADVISOR support team at 1-888-wiTeCh1 (948-3241).If the lights on the microPod indicate that the microPod is receiving power, then check to see if the red and e. green lights flash repeatedly after the microPod has read the vehicle. If it did not flash alternating lights, then make sure the ignition is on and re-plug the microPod back in. If it does not read properly this time, then move ahead with the write-up process so as to not make the customer wait. Try it on another vehicle after the customer has left, and if it still does not work, then contact the wiADVISOR support team at 1-888-wiTeCh1 (948-3241).
what if the microPod flashes, signalling a successful reception of data from the vehicle, but no arrival 2. notification appears on the wiADVISOR Dashboard? Check to see if wiADVISOR internet connection is working properly.a. make sure that you have not hidden a previous notification as the arrival notifications stack up in a queue b. that remembers the order. Simply click out of the dashboard screen and then back in and see if there are any notices.make sure that you have the correct microPod that is assigned to you. each advisor has their own microPod c. and the arrival notice will only display for the advisor that particular microPod is assigned to.make sure that your wiADVISOR session is still live and has not timed out. you can do this by clicking to d. another screen and then clicking back. After a period of inactivity, the system will time you out and you will need to log back in to see the arrival notice.If not, try plugging the microPod back in. If it still doesn’t read, proceed with the service drive process by e. manually entering the VIN or selecting Customer Name or Phone Number (you never want to delay the write-up process). Then, check the microPod on another vehicle. If it still doesn’t function, contact the wiADVISOR support team at 1-888-wiTeCh1 (948-3241).
what if I lose my microPod?3. Dealer Admin should go to the reporting section and pull the microPod usage report. The first page has the a. serial number of the microPod (find yours) as well as the last vehicle the microPod successfully was plugged into. Then find that vehicle (or call the customer) and check to see if the microPod is still plugged in.If you cannot find the microPod and need a replacement, contact the wiADVISOR support team at 1-888-b. wiTeCh1 (948-3241).
how do I assign a microPod to a new employee? 4. Contact wiADVISOR support team at 1-888-wiTeCh1 (948-3241), or visit portal.dcctools.com and click on a. “manage Assets” tab after login.
6
Previous Next
Maintenance Menu
Current
$149.99
SeRVICe ADVISOR uSINg DAShBOARD-SeRVICe ADVISORS FAQe.
how do I log into the program?1. go to chrysler.advisordashboard.net. a. enter your username and password.b. In the top left corner of the main portal screen, you will see “welcome ‘your name’ of...” - click on the 3 little c. dots.Click on your dealer name (it will turn dark grey) and click “Select”. d. A navigation panel on the left will appear.e. A more detailed description of the login will be available from the Advisor Dashboard manual in the f. “Preparation for the customer’s arrival” section.
I’ve logged in but I can’t see my account.2. Once you log in, in the top left corner of the main portal screen, you will see “welcome ‘your name’ of...”. a. Don’t forget to click on the 3 little dots.To review the complete login process check the “Preparation for the customers’ arrival” section of the b. Advisor Dashboard manual.
what if the screen kicks me out and puts me back to the login screen?3. After 20 minutes of inactivity, the communication link may “time out”.a. log back on and continue serving customers.b.
why should I follow all of the steps on the dashboard?4. All the steps are necessary for a proper service experience for the customer.a. experience with the system proves that you will sell more service and the customer vehicles will receive b. better maintenance.The write up, hand off to technician, Inspection Report, and repairs will be more efficient.c.
Can I return to previous screens to correct or add information? (walk Around Inspection for one 5. instance)If you are on the Pre-service write up prompt, you can cancel the page and go back to the Dashboard. a. Keep in mind that for almost all scenarios, you can use the Pre-service write up screen to add anything that b. you had missed entering on the Dashboard. In terms of the walk Around Inspection, there is 1 opportunity to enter your notes (After the microPod c. decodes vehicle and customer information). If the user accidentally cancels the walk Around Inspection, they can retrieve it by clicking “Decode VIN” – This will refresh the page and load the walk Around Inspection but the user will need to enter the notes again.For dealers using the Technician Dashboard, there is an opportunity to view/edit the walk Around Inspection d. after the inspection is launched by the Advisor. This would require the Advisor to retrieve the inspection report and enter their notes on the walk Around Inspection interface within the Technician Dashboard.
when do I correct customer/vehicle information?6. After selling appropriate services, you will be presented with a pre-write. The customer information can be a. edited on this screen.
when can I or should I print roadmaps or menus?7. A maintenance roadmap should be printed for a new sales customer by the F&I manager or salesperson, a. if your dealership has signed on to the Personalized Service welcome / Pit Stop (an optional program component). Contact the wiADVISOR support team to learn more, or order online at portal/dcctools.com
7
Previous Next
Maintenance Menu
Current
$149.99
A maintenance roadmap or menu can be printed prior to the customer’s arrival using information from an b. online service appointment.A maintenance roadmap or menu can be printed during the service consultation (after the walk Around c. Inspection, for instance).It is good practice to provide a maintenance roadmap and marketing page when a customer purchases a d. new vehicle and a current interval menu during each service consultation (a road map and marketing piece is optional for service customers).menus should be printed for all customers who do not view it online. It has been shown that simply e. highlighting or circling the maintenance due on the vehicle and handing the menu to the customer will result in additional sales.
how do I use the system if I’m unable to integrate with our DmS system?8. you can use the system as described in this FAQ document with a few exceptions.a.
you will manually have to load appointments received via email from wiADVISOR.i. Customer data will be available on wiADVISOR if they have been previously loaded into the data base.ii. After the customer leaves, you will have to enter the data from the Pre-write into your DmS to generate iii. an RO.
why do I need to do a walk Around Inspection?9. extensive industry research has shown that the walk Around Inspection builds customer confidence in the a. consulting process, provides more complete maintenance of the customers’ vehicles, and increases service sales (and profitability), as well as limiting dealer liability for damage.
menu not generating?10. If you are using windows 2000 or an older operating system, then you may have to upgrade it. a. Please be sure to allow pop-ups from the Dashboard in your web browser. you may need to verify that these b. have been allowed in not only the browser itself, but also in add-ons such as the google toolbar, yahoo toolbar, mSN toolbar etc.Please refer to the following site for more information on how to disable various pop-up blockers – c. www.hotcomm.com/faq/faq_popups.asp
menu not printing?11. were you able to print menus previously?a. Are you able to print menus from other terminals?b. If yes – this may be a hardware issue and you should contact your IT manager or whomever set up your c. network.Do you have Adobe X installed on your terminal? At this time we are not yet compatible with Adobe X but d. are working on it. Please refer to the following site for upgrade instructions: http://get.adobe.com/reader/otherversions/ Install the latest version of Adobe (before version X) and reboot.e. If you are using the correct Operating System and all pop-up blockers are turned off, there could be a f. network connection issue between your computer terminal and local printer – please contact your IT Administrator.
why can’t I print the pre-write RO or proceed to the eVIR?12. In most setups, the customer signature is required before you can move on.a. when there is a signature in the box, you can proceed with printing the pre-write, pushing the information to b. your DmS (if fully integrated) to generate the RO, and create an eVIR.
8
Previous Next
Maintenance Menu
Current
$149.99
The RO does not print. what do I do?13. you may not be integrated with your DmS; enter the data from the wiADVISOR pre-write into your DmS to a. generate an RO.If you are integrated with your DmS, and an RO does not push to the DmS within the expected time frame, an b. error notification will pop-up on the bottom right hand corner of the Advisor’s screen that generated the RO – this will include the reason for the push error.Check for error message in red at top of pre-write. The Tag number may not have been entered or a c. duplicate.
I have an error message, what does it mean? 14. See error Notification FAQ in Section g.a.
Do I have to use a tablet to use the dashboard?15. A tablet is not necessary as you can have the same tools available on your desktop.a. The tablet allows you to do the consultation and write up with the customer at their vehicle, so it provides a b. more effective process.
Can I switch computers or tablets if the original one broke?16. Any wi-fi capable computer or device can operate with wiADVISOR since the program is internet based and a. does not require specific hardware requirements.Tablets allow the consultation to occur at the customer’s vehicle; proven to be more effective in meeting the b. customer’s needs and selling more necessary work.
what do I do in the rare case where my screen freezes?17. In the rare case the program freezes, you will have to exit and re-log onto the program.a.
VIN not decoding?18. Please ensure that the full VIN is provided (17-digits) in the field prior to clicking the “Decode VIN” button. a. If the VIN is correct and is still not decoding, please document the error message on the screen (if any) and notify the wiADVISOR support team at 1-888-wiTeCh1 (948-3241).
maintenance Service not displaying after VIN and mileage are inputted19. Please notify wiADVISOR Program headquarters and provide the following information: VIN (if applicable), a. full vehicle information and mileage.
Drop down menus not working?20. This is an issue with Internet explorer; The following steps should resolve the problem:a.
Open Internet explorer.i. go to Tools, then Internet Options.ii. Click on the Security tab.iii. Select Trusted Sites, then click on Sites.iv. Type in *.dealer-fx.com and click add and make sure “Require server verification” is unselected.v. Once complete, click on Close.vi. Do the same thing for local Intranet.vii. Select local Intranet, then click on Sites.viii. Click on advanced.ix. Type in *.dealer-fx.com and click add and make sure “Require server verification” is unselected.x. Once complete, click on Close.xi. That should fix the problem. make sure to close all Internet explorers so that changes can take effect.xii.
9
Previous Next
Maintenance Menu
Current
$149.99
why can’t I minimize the left and top navigation panels in Firefox 21. The application framework works best with Internet explorer 7.0+, Chrome 5.0+, Safari 5.0+, Opera 9.0+ and a. iPad 3.0+. Please note that certain features do not work in the Firefox 3.0+ browser but we are working hard to make it compatible with the latest version.Remember that the small arrows at the lower left corner of the screen control whether these panels display b. or not.
Appointments not pushing to DmS?22. Appointments will only push if they are scheduled through the Online Service Scheduling tool, wiADVISOR a. Dashboard or entered directly into the dealer’s DmS.If an appointment was booked online by a customer, information (vehicle, name, phone, email) may have b. been entered incorrectly and therefore a match was not found in the DmS. As a result, the appointment was not pushed. Please refer to the appointment notification that was sent to 2 email addresses at the dealership for further details. Dealer should ensure that the appointment details are manually added to the DmS.you may not have wiADVISOR integrated with your DmS; see you service manager or IT specialist for a c. solution.you may have a problem with internet communication.d.
Cannot find customer when searching?23. The customer may not be in the wiADVISOR database.a. The customer may be a new customer who attempted to make an appointment online, but the necessary b. information to identify the customer was not in the DmS database.
The necessary information can be found in the online appointment notification and entered into the DmS i. manually to create the new customer file.
Incorrect information may have been entered by the customer when they made an online appointment.c. Check the appointment notification to determine what information was entered incorrectly and correct it i. in the DmS.
your wiADVISOR may not be integrated with your DmS.d. Please notify wiADVISOR Program headquarters and include the following information: full customer e. information, full vehicle information, last in-service date.
Customer info incorrect or missing?24. Incorrect information may have been entered by the customer when they made an online appointment.a. Dashboard: If the customer information is incorrect or missing on the Advisor’s dashboard, the opportunity b. exists to update this info on the pre-service write-up prompt. Please keep in mind that the information that is used in the Dashboard is pulled directly from the DmS – please ensure that info is correct in the DmS as well.Pre-service write-up: If the customer’s information was entered correctly on the pre-service write-up c. prompt and appears incorrectly on the pre-write sheet, please notify wiADVISOR Program headquarters and include the following information – incorrect customer information, correct customer information. If vehicle information is incorrect, please provide that as well.RO/work order – If the customer’s information is correct on the pre-write but appears incorrectly on the d. RO/work order, please notify wiADVISOR Program headquarters and include the following information – incorrect customer information, correct customer information.Customer information is updated from previous Sales and Service history. If it was incorrect on last purchase e. or RO, it will still be incorrect.The database is updated by events such as ROs and vehicle purchases. f.
10
Previous Next
Maintenance Menu
Current
$149.99
RO info incorrect or missing?25. It’s possible that an OP-Code/service was not pushed to the DmS successfully and as a result did not appear a. on the RO/work order. If this is the case, please refer to the pop-up notification on the bottom right hand corner of the Advisor’s screen for more details.If information was correct on the pre-service write-up and appears incorrectly on the RO/work order, please b. notify wiADVISOR Program headquarters and include the following information – incorrect information, correct information.An attempt to use a non-existent OP-Code in your DmS will not result in the RO being pushed to the DmS. c. make sure the OP-Codes are valid.
Program running slow?26. Please contact your IT Administrator first to ensure that Internet connectivity at your store is up and active. a. Confirm that other Internet based programs are running at an acceptable speed. If the problem persists, please notify the wiADVISOR support team at 1-888-wiTeCh1 (948-3241).
meNu RelATeD FAQF.
how do I add a Dealer Recommended Service?1. Contact Program headquarters with the following information – name of the service to be added and vehicle a. applications. Once the service has been added to the system, you can go in and price it out accordingly.
how do I add a “Default” Customer Concern to my menu?2. Select “Omm Admin” from the navigation panel on the left under the “Administration” tab.a. Select “Repairs” from the navigation panel across the top under the “Configure” tab.b. Select the appropriate manufacturer from the drop-down menu.c. Click “Create”.d. enter the Service Name in the field provided.e. enter the OP-Code in the field provided.f. enter the Parts Cost, Parts Retail, Flag Time and labor for the Service in the fields provided.g. Select the Applicable Car groups.h. Click “Save”.i.
I forgot how to update my pricing?3. For the factory required pricing guide:a.
Select “Administration”; then click on: “Omm Admin” from the navigation panel on the left – this will i. take you right into the factory required pricing guide.Select the make that you want to modify.ii. enter the Parts Retail and labor for each job – this will automatically calculate your menu prince.iii. enter the Flag Time for the job – this will automatically calculate the elR (effective labor rate).iv. you also have the option to enter the Op-Code (or additional comments) for the job in the field below the v. service name.Remember to click “Save” once you have updated your pricing per page.vi.
For the dealer recommended pricing guide:b. Select “Administration”; then click on: “Omm Admin” from the navigation panel on the left.i. Shade over the “Configure” tab from the navigation panel at the top and select “Dealer Recommended ii. Services”.enter the Parts Retail and labor for each job – this will automatically calculate your menu prince.iii. enter the Flag Time for the job – this will automatically calculate the elR (effective labor rate).iv.
11
Previous Next
Maintenance Menu
Current
$149.99
Select the interval for the job from the drop-down menus (start month, repeat month).v. you also have the option to enter the Op-Code (or additional comments) for the job in the field below the vi. service name.Remember to click “Save” once you have updated your pricing per page.vii.
how long does it take for changes to appear on the menu once I click save?4. Because wiADVISOR’s tool is web-based (no software to install), all changes are made in real-time. Once a. you make your changes in the pricing guide (either factory or dealer recommended) and hit “Save”, the new price is effective for the next menu printed.
Can I change the interval a service appears at?5. Factory Required maintenance follows the factory schedule and cannot be changed by a dealera. Dealer Recommended Service intervals can be configured by the dealer in the b. DeAleR ReCOmmeNDeD PORTION of the Admin Tab. Simply click through the pages to find the particular service, modify the start date for the service and they appear every ‘x’ miles to match your schedule, and then be sure and click save before you leave the page.
what do I do if I find a service that needs the parts to be broken out differently?6. Simply contact the wiADVISOR support team at 1-888-wiTeCh1 (948-3241) and provide them with the a. following information – name of the service that needs to be broken out, and the vehicle applications for each breakout.
how do I make a Dealer Recommended Service appear at every interval but not pre-selected?7. Once you have entered your Parts Retail, labor Retail, Flag Time and OP-Code for the job, select the highest a. interval available from the ‘Start month’ and ‘Repeat month’ drop-down boxes.
what do I do if the menu does not appear on my screen?8. The vehicle (VIN or Brand and model) and mileage must be entered into the wiADVISOR tool in order for a a. menu to be generated.If you are using windows 2000 then you may have to upgrade your Operating System.b. There could also be an issue with the pop-up blocker - NOT the one in Internet explorer but rather the one c. from one of the browser add-ons (i.e. google toolbar, yahoo toolbar, mSN toolbar etc). Any of these toolbars that are not “microsoft authentic” and can potentially have a pop-up blocker functionality enabled - and this is on top of Internet explorer’s own pop-up blocker. Please refer to the following site for more information on how to disable various pop-up blockers – http://www.hotcomm.com/faq/faq_popups.asp
RO not printing?9. you may not be integrated with your DmS; enter the data from the wiADVISOR pre-write into your DmS to a. generate an RO.If you are integrated with your DmS, and an RO does not push to the DmS within the expected time frame, an b. error notification will pop-up on the bottom right hand corner of the Advisor’s screen who generated the RO – this will include the reason for the push error.
what if I cannot print the menu?10. were you able to print menus previously?a. Are you able to print menus from other terminals?b. If yes – this may be a hardware issue and you should contact your IT manager or whomever set up your c. network.
12
Previous Next
Maintenance Menu
Current
$149.99
Do you have Adobe X installed on your terminal? At this time we are not yet compatible with Adobe X but d. are working on it. Please refer to the following site for upgrade instructions: http://get.adobe.com/reader/otherversions/ Install the latest version of Adobe (before version X) and reboot.e.
eRROR NOTIFICATIONS AND whAT They meAN? g.
VIN Not decoding?1. Please ensure that the full VIN is provided (17-digits) in the field prior to clicking the “Decode VIN” button. a. If the VIN is correct and is still not decoding, please document the error message on the screen (if any) and notify wiADVISOR Program headquarters.
maintenance Services not displaying after VIN and mileage inputted?2. Please notify wiADVISOR Program headquarters and provide the following information: VIN (if applicable), a. full vehicle information and mileage.
menu not generating?3. The vehicle (VIN or Brand and model) and mileage must be entered into wiADVISOR in order for a menu to be a. generated.If you are using windows 2000 then you may have to upgrade your Operating System.b. There could also be an issue with the pop-up blocker - NOT the one in Internet explorer but rather the one c. from one of the browser add-ons (i.e. google toolbar, yahoo toolbar, mSN toolbar etc). Any of these toolbars that are not “microsoft authentic” and can potentially have a pop-up blocker functionality enabled - and this is on top of Internet explorer’s own pop-up blocker. Please refer to the following site for more information on how to disable various pop-up blockers – http://www.hotcomm.com/faq/faq_popups.asp
RO not printing?4. you may not be integrated with your DmS; enter the data from the wiADVISOR pre-write into your DmS to a. generate an RO.If you are integrated with your DmS, and an RO does not push to the DmS within the expected time frame, an b. error notification will pop-up on the bottom right hand corner of the Advisor’s screen who generated the RO – this will include the reason for the push error.Check for error message in red at top of pre-write. The Tag number may not have been entered or a c. duplicate.
PRICINg SeT-uP mANAgeR h.
when Parts prices increase will it affect the menu?1. Coming soon will be the ability to update either your parts cost or both the cost and retail for your parts on a. your menu. This will be dependent on the choice you make during the set-up process.
The pricing is already on my DmS, why should I enter it again?2. you should enter pricing into the wiADVISOR menu to ensure accuracy and consistency.a.
how long is it going to take to set up my pricing?3. wiADVISOR includes a number of tools that simplify the task and the time required really depends on how a. in-depth you want to get.
13
Previous Next
Maintenance Menu
Current
$149.99
Can I go back and re-use the Pricing wizard if I find I made a mistake?4. you can not re-access the Pricing wizard at this time. Please contact the wiADVISOR support team at 1-888-a. wiTeCh1 (948-3241).
where do I go to enter my pricing or make a pricing change?5. Once you log in: For the factory required pricing guide:a.
Select “Administration”; then click on: “Omm Admin” from the navigation panel on the left – this will i. take you right into the factory required pricing guide.enter the Parts Retail and labor for each job – this will automatically calculate your menu price.ii. enter the Flag Time for the job – this will automatically calculate the elR (effective labor rate).iii. you also have the option to enter the Op-Code (or additional comments) for the job in the field below the iv. service name.
For the dealer recommended pricing guide:b. Select “Administration”; then click on: “Omm Admin” from the navigation panel on the left.i. Shade over the “Configure” tab from the navigation panel at the top and select “Dealer Recommended ii. Services”.enter the Parts Retail and labor for each job – this will automatically calculate your menu price.iii. enter the Flag Time for the job – this will automatically calculate the elR (effective labor rate).iv. Select the interval for the job from the drop-down menus (start month, repeat month).v. you also have the option to enter the Op-Code (or additional comments) for the job in the field below the vi. service name.
Remember to click “Save” once you have updated your pricingc.
INTegRATION FAQ I.
what DmS systems are supported?1. Right now we are certified with DealerTrack and Automate. a. ADP, Reynolds, AutoSoft will be supported in the very near future.b.
what do I need to do to get started?2. This will be covered during your initial set-up call.a.
Does my maintenance menu pricing have to match my DmS pricing?3. you need to take the time to make certain that your pricing matches. Otherwise, it could lead to customer a. confusion.you can turn off your menu pricing, but then the advisor would have to manually enter it.b.
DmS error messages:4. DmS has not prompted for Appointment/Quote (New) Screen in expected time. a. DmS has not prompted for Appointment Date Screen in expected time.b. DmS has not prompted for mileage Screen in expected time.c. DmS has not prompted for Service Advisor Number Screen in expected time.d. DmS has not prompted for Promise Time Screen in expected time.e. DmS has not prompted for Promise Date Screen in expected time.f. DmS has not prompted for open the line entry window in expected time.g. DmS has not prompted for Tag Number Screen in expected time.h. DmS has not prompted for Authorized estimate Screen in expected time.i. DmS has not prompted for Customer Is waiting Screen in expected time.j.
14
Previous Next
Maintenance Menu
Current
$149.99
DmS has not prompted for Transportation Type Screen in expected time .k. DmS has not prompted for VehID (vehicle identification) NumBeR Screen in expected time.l. DmS has not prompted for DISPlAy OPTION Screen in expected time.m. DmS has not prompted for APPT NumBeR Screen in expected time.n.
The above error messages result from a common cause:when information is pushed to the DmS (either to create an RO or book an appointment) there is a certain sequence that is used to update the information. For example, to update customer information, the following sequence is used: customer name, street address, city, province/state, postal/zip code, phone number, email. each of these fields must be updated individually. If any of these fields are missed, or the cursor somehow misses a field, an error message will occur, the information will not be updated and the RO/appointment will not be created.
“No matching names were found. Please try again with different search criteria.”5. Information entered at the time the appointment was booked (vehicle, customer name, phone number, a. and email) was incorrect and no match was found in the DmS, or this is a new customer trying to book an appointment online and they do not exist in the DmS, therefore no match was found.The appointment was not pushed to the DmS, so the dealer should refer to the appointment notification b. emails and enter the appointment details manually into the DmS.
“An appointment for mm/DD/yyy already exists” for this customer”6. An appointment already exists for this customer in the DmS for the given date and time.a. The appointment was not booked; the dealer should cancel the existing appointment and reschedule where b. necessary.
“Advisor 235 is invalid”7. The Advisor ID# associated with the appointment or RO does not exist in the DmS.a. The appointment will not show up in the DmS; the dealer needs to confirm that the Advisor ID# is correct in b. the DmS, and/or correct the incorrect ID.
“A line is required before the quote/appointment/repair order can be saved”8. There must be at least one valid line (service and OP-Code) in the request in order for it to be pushed to the a. DmS.The Appointment/RO will not show up in the DmS; dealer needs to manually enter the details or create the b. request again.
“The OP-Code (XXXX) must be a valid operation”9. The OP-Code associated with a specific service is not valid/recognized in the DmS.a. This particular OP-Code/service will not push to the DmS or show up on the RO/work order. The advisor b. should confirm that all other services have pushed successfully and manually enter those that were missed.
“The labor type (yyyy) of OP-Code (XXXX) is invalid”10. This usually happens when the flagtime entered for a service in incorrect (usually due to human error).a. This particular OP-Code/service will not push to the DmS or show up on the RO/work order. The advisor b. should confirm that all other services have pushed successfully and manually enter those that were missed.
“The estimated duration of OP-Code (XXXX) must be between 0.1 and 99.9”11. No flagtime was entered for the service (either left blank or entered as 0.00).a. This particular OP-Code/service will not push to the DmS or show up on the RO/work order. The advisor b. should confirm that all other services have pushed successfully and manually enter those that were missed.
15
Previous Next
Maintenance Menu
Current
$149.99
“No vehicles assigned to this customer”12. There was no matching vehicle found in the DmS for the customer information entered.a. The appointment did not push to the DmS; appointment details should be entered manually from the b. notification email.
“There is open RO for this vehicle”13. An RO is already open for this particular vehicle in the DmS. This usually happens when an RO is created a. from wiADVISOR and is pushed to the DmS; if the push request is taking longer than expected, someone may decide to create the work order directly from the DmS instead. By the time the initial request is processed, our system detects the other RO in the system.The initial RO for wiADVISOR will not be processed and created in the DmS; however the Advisor should b. clear the error notification on their screen when it comes up.
“The promise time cannot be earlier than the current time”14. The promise time entered for the job is earlier than the time when the RO was created.a. The RO created from wiADVISOR has not been pushed to the DmS, so the Advisor should create the work b. order directly through the DmS.
“Tag Number (XXXX) is already in use for a vehicle”15. This happens when the tag number is automatically assigned based on the last few digits of the vehicle’s a. VIN. Chances are, there will be a vehicle in the DmS with the same last digits of the VIN and this will create an error.Turn off the auto-VIN assign and have the Advisors manually enter the tag number when creating an RO b. through wiADVISOR. Advisors should remember to acknowledge the DmS push notification on their screen.
In all cases, the Advisor should remember to acknowledge the push error notification on their screen as 16. they come up.
ONlINe SeRVICe SCheDulINg (OSS) FAQ (SeTuP AND uSe)J.
why is it important to use the online service scheduling?1. The OSS makes arranging for service extremely convenient for the customer; there is no registration or log in a. process for the customer to endure to schedule an appointment that fits their schedule.The customers can bring their vehicle in when it is convenient for them rather than first thing in the morning.b. The maintenance presented online is model-specific so the customer never has to question whether a c. service applies to their vehicle.The service advisors are less rushed and stressed with the usual early morning arrivals.d. It also greatly diminishes the notion that the Service Department operates on a first come- first served e. operation.Fewer personnel are necessary during the traditional rush periods, because the customers come in a f. consistent stream rather than in groups at certain times.
Do I have to accept an appointment when my department first opens?2. when you set up the online service scheduling system (OSS), you can set the start time and end times that a. you wish to accept service appointments.
how do I log onto the system?3. To log onto wiADVISOR dashboard go to chrysler.advisordashboard.net a. enter your user name and password on the log in page.b.
16
Previous Next
Maintenance Menu
Current
$149.99
Near the upper left portion of the screen, (you will see “welcome ‘your name’ of …”; click on the three dots c. to bring up your dealer name (if you are part of a dealer group, there may be other dealers on the list).highlight your dealership and click “select” to the right below the dealer list. d. At the upper left of the screen click on “online Omm.e. The initial screen will appear that allows you to begin a service consultation.f. This is covered in greater detail with screen shots in tab number 3 “Preparing for the customer’s arrival”.g.
eleCTRONIC VehICle INSPeCTION RePORT (eVIR) - FAQ (OPTIONAl PROgRAm)K.
why does the tech have to click start?1. There are management reports that can be using to monitor usage of the eVIR portion of wiADVISOR.a. The start time and duration of each technician’s vehicle inspections, compared with their success at finding b. necessary repairs or maintenance , is valuable in optimizing service sales.
If the tech starts an eVIR, saves it, and comes back, does the time stop and start or continue?2. At present the clock continues to run.a. This may be changed in future versions of wiADVISOR.b.
Can we print multiple copies of the eVIR?3. This is a PDF document, so you can print any number that you wish.a.
how does the technician check for eVIRs needing attention?4. The technician can locate an electronic vehicle inspection report using 1 or more of the following search a. criteria:
By VIN (last 5).i. By Tag / hat number.ii. By RO number.iii. “Status” inquiry (Drop down menu to select reports that are created, started, completed, reviewed, sent iv. to customer and closed).“Created By” (Drop down menu to select from list of Advisors/users that launched the inspection).v. By back date search (use of calendars to search for inspections from previous dates).vi.
Can we customize items or format the look and feel of the eVIR?5. Currently this customization is not available.a. The eVIR process has been created to ensure that the customer receives the same comprehensive b. inspection covering safety and convenience systems starting from their first service visit. Reviewing this same report each time they visit will increase confidence in the validity of the repair when a problem is found, making an easier sale for the advisor. ensuring that each vehicle receives a comprehensive inspection will only increase opportunity sales.
Can the tech review what the advisor sold? 6. By reviewing the RO, the technician can see what was sold.a.
17
Previous Next
Maintenance Menu
Current
$149.99
PeRSONAlIzeD SeRVICe welCOme (OPTIONAl PROgRAm)l.
why should we use the personalized service welcome?1. Industry research and the experience of many dealers shows that if the sales customer is introduced to the a. service department, and told the benefits of coming back to the dealership for any maintenance or repair work, that customer is more likely to feel confident in their decision to buy from “our” dealership (less buyer’s remorse, more positive word of mouth, and higher closing percentages).
what is the Pit Stop visit all about?2. The Pit stop is an appointment for the new sales customer to return to the dealership for a visit within 30 days a. of taking delivery to make sure they are happy with their purchase.If the new car delivery was rushed or otherwise incomplete, the Pit Stop gives the customer the opportunity b. to get a good explanation of any features that they do not understand on their new vehicle.A good Pit Stop visit can show the customer how technically sharp the dealership is and how they can c. expect the very best maintenance, parts, and repairs of all of their vehicle’s needs if they return to the dealership.The vehicle is checked for any service updates and recalls to proactively make sure their vehicle is in top d. condition. The Pit Stop visit can be used to increase the likelihood of the customer making service visits to the selling e. dealer a habit, thus retaining customers and building loyalty for future parts, service and next vehicle purchase retention.who should print the service roadmap, sample menu, and marketing/amenities documents that go in the new f. customer’s folder?
Some dealers have the sales person print the documents. i. Some dealers have the business manager (F&I) print the documents as part of the deal finalization ii. process.Some sales managers prefer to print them and bring the completed folder to the customer when they iii. touch base at the completion of the deal.you may decide which approach is more appropriate for your situation. iv. The main point is that those documents get printed and presented to every new sales customer, every v. visit, every salesperson, with no excuses.
who should introduce the new vehicle buyer to service?g. most dealerships prefer to have the salesperson show the new buyer the dealership as part of the sales i. experience, and include the introduction to service in that tour of the dealership.If you have sales assistants or other sales personnel that have more time to do a good job of explaining ii. the points of the sales to service introduction, you may choose to have other personnel cover this task.
who should meet the new customer in service?h. The service advisors are usually most appropriate for this as they will be the service personnel who will i. be interfacing with the customers when they return for service.Again, the most important point is to have every sales customer greeted promptly when the salesperson ii. escorts them to the service department for the service introduction – every customer, every sale, every time, with no excuses for not greeting the customers.
where should the log book be located?i. The log book needs to be in a central location visible to the service personnel who will greet the new i. customers.It needs to be convenient for the salesperson to enter the customer information and for the customer to ii. sign the guest log.
18
Previous Next
Maintenance Menu
Current
$149.99
why can’t the sales person just fill in the log book later, when it is convenient?j. Filling out the guest log in the customers’ presence enhances the “experience” for the new buyer.i. The process should include having the new buyer sign the guest log.ii. Salespeople may forget to fill in the log book if they don’t do it as part of the sales process with the iii. customer present.It is good practice to spot check the process to make sure the steps are being performed as you wish – iv. having the signature is a good step in monitoring the process.
