SMS Responses is designed to give users an overview of how SMS messages are handled, both outbound and inbound, capturing the responses of text messages sent.
Sending of SMS messages
SMS messages can be sent from within Pinewood DMS in a number of different ways, including: -
• From customer enquiries
• Workshop bookings
• Workshop booking reminder “time led from Workshop parameter”
• Workshop job completion
• Workshop pro-forma production
• SMS Mailshots
NOTE: In all instances, if a record has been flagged as TPS by applying a tick, then SMS messages will not be sent.
The header detail of the outbound SMS to the customer confirms the type of message sent. This can be identified as follows: -
• Where the message contains the name of a CRM department, the SMS was sent from within CRM
• Where the message contains the name of a Workshop department, the SMS was sent from a Workshop function
• Where the message contains no header information, the SMS was sent using the SMS Mailshot function
The example below follows the basic Customer enquiry route. Once the button 
has been selected, then the user is presented with a pop-up box to compose a message to the customer.
SMS messages sent from Pinewood DMS will write an entry into the CRM contact history which cannot be deleted. If a customer replies to the message the response can be dealt with in SMS Responses.
SMS responses
From the left-hand menu select CRM > Messages > SMS Responses.
The SMS Responses screen will require frequent checking as incoming messages will appear at regular intervals. It will refresh when contacts are updated, adding new messages when the list is redrawn.
Within the SMS Responses area, there are 3 separate reports and the relevant tab needs to be selected to view them.
• Responses – these are new SMS responses that have been picked up by Pinewood DMS, matched against a customer, and are awaiting action to remove them.
• Exceptions – these responses are unsolicited SMS messages sent to the unique SMS number that need reviewing and action taken, but which cannot be matched to a customer record.
• Summary – this is a server/business-wide summary of the number of SMS messages that are awaiting action by site.
Responses
When responses are collected on the server, they are presented as a summary to the user, including the message so that it is easier to prioritise which messages are dealt with first.
By double-clicking on the line of the response, the user is presented with a pop-up offering a number of different ways to action. These include: -
1. Workshop booking – to book a customer’s vehicle into a workshop
2. Sales Diary – to allow a future contact to be assigned to a sales, service, or parts contact diary
3. Clear contact – to clear from report “where no further action is required”
4. Cancel – to return to the report
When “Workshop Booking” is selected, the workshop company structure - based on the user’s permissions is presented for the user to select the appropriate workshop.
When “Sales Diary” is selected, the user is presented with a blank diary so that a future sales, service, or parts contact can be selected.
When “Clear” is selected, the user will be asked whether they wish to add contact history.
If “Yes” is selected, then the Sales Contact screen will be presented to the user to add appropriate contact notes and set a follow-up contact with the customer.
If “Cancel” is selected, the user will be taken back to the Search Results page displaying the Responses tab.
Once all responses have been dealt with, the report will be clear.