Question
How do I create a customer concern?
Answer
To create a customer concern the details are entered within the contact tab of the customer
marketing record. A concern can be recorded against sales, service or the parts department.
When adding Contact History the following details are entered to record the concern.
Select the Contact Category Parts, Sales or Service
Select the Contact Reason to start the concern process. To enable the concern to be recorded
the contact reason must have an event type of Open CCI set against the reason.
The Contact Method chosen should reflect how the customer was contacted.
The Present Vehicle should reflect the vehicle the concern is related too.
Inbound/Outbound – Customer contacts dealer = Inbound, Dealer contacts Customer = Outbound
Customer Status should reflect how the customer feels at time of reporting the complaint
Contact Notes should be populated with detail of the customers concern
At this point the customer care incident pop up will be displayed to populate with the appropriate
information for the concern.
CCI Description - A title for this particular concern
Incident Group - Select the most relevant option When a Customer Concern is raised, the group
option is a mandatory field to allow the email to be sent, and to ensure the complaint group is
captured for reporting.
Incident Type - Select the most relevant option
Incident Detail - Select the most relevant option
Present Vehicle - As concerns could be related to a particular vehicle, the registration number
can now be associated with the concern. The registration number appears on the customer
concern history button within the Contact History screen and on the Customer Incident report.
Contact History – What was recorded in the contact history will copy to here but this field can
be amended and added to if required.
Selecting ‘Accept’ takes the user to create the next contact in their diary and records the details
in the contact history. Customer complaint details appear in red within the history field.
Whilst a concern is open the icon the will display on the enquiry screen and in the banner when looking at the customer record.
When Contact history is added to the record during a concern being open, upon saving the
details a pop up will be displayed asking if the item just recorded is relating to an open
concern. Selecting ‘Yes’ will open the Customer Care Incident screen or if more than one
concern is open for the customer, the appropriate concern must be chosen first.
In order to more easily see the customer concern history there is a CCI History button located
at the bottom of the screen.
Selecting this will display a list of historic concerns recorded against this customer record.
Double clicking one of these will provide more detail on the concern.
Should complete information recorded for a particular concern be required there is an expand
contact history icon located below the contact history section:
Selecting this will display detailed contact history:
Here you can use the filter to limit the display to a particular Vehicle, User (who recorded the contact history) or Contact History recorded within a specified date range.
Once the concern is resolved and requires closing, a contact reason of Customer Complaint
Resolved should be used when adding the contact. Finally the user will be asked if they wish
to add a future contact if no further contact is required select “No”. The screen will then return
to the contact tab. Selecting “Yes” will open up the users contact diary to schedule a future
contact.