Within CRM, there are two reports detailing Aftersales Declines - both Inbound and Outbound.
Declines Inbound:
To access this report go to CRM > Aftersales Reports > Declines Inbound.
If a customer cancels a diary booking or cancels during the booking process the contact is classed
as a Decline Inbound. These can then be viewed on the Declines Inbound Report.
Declines Outbound:
When contacts are updated via the Aftersales Diary, ‘Customer Declines’ can be selected by
users if a customer refuses to place a service booking. When this scenario arises, the data
entered by the user can be reported on via the Declines Outbound Report.
Both of these reports use the same filters with the exception of the declines outbound which
has a filter to search by Contact Method. The level of company structure required for reporting
purposes can be selected, along with a date range. It can also be searched by user (using the
‘Declined By’ field) The Contact Method for example, can be set to display only MOT contacts
that have been declined, or only Service contacts that have been declined by selecting an
option from the dropdown filter.
Once these criteria have been completed in line with the user requirements, select the “Generate”
option to display the report content in the lower half of the screen.
The contact types that have had contacts declined for them are displayed as shown above –
separated into the number of declines recorded within the Date Range specified. The number
of declines for This Week, This Month and Year to Date are also displayed – along with a ratio
of the number of contacts made compared to the number of declines received.
By removing the default tick from the “Exclude Zero Values” From Date Range” box will display
all of the additional Declines reasons outside of the date range where the decline reason value
is Zero.
The final level of drill-down is available by clicking on the individual decline reason to display the
customer details of the contacts declining offers.
The Declines Report can be printed by selecting the “Print” option from the bottom of the screen
– alternatively the “Export” option can be used to download the content of the report into Excel
as a .csv file.
Double clicking on the lines displaying the Contact Types opens the window, breaking down the
reasons entered when the decline was recorded on the system.