📝 CRM Dealer Parameters - Enterprise Tab

Enterprise Tab

Upon accessing the Dealer Parameters via CRM > Parameters > Dealer Parameters, the screen defaults to the enterprise tab, displayed at the top of the screen.

System

The first section of parameters to be completed is the System parameters, visible at the top left
hand side of the screen.

To specify the level of the company at which different sections of marketing data are stored,
select an option from the drop down menu containing the different levels of the company
structure as below.

This parameter is used to limit user access to the various different CRM records – for example,
if Customer/Vehicle is set to Division level, users accessing the system at Branch level will be
unable to search for, view or update a marketing record that exists within a different Division.

The “Future contact Generate Letters is used to govern the printing of letters from the system,
If this parameter is ticked, letters will be automatically placed onto the Letters for Printing list
within the Letters functionality when a future contact is created against a CRM record. If this
parameter is not activated, the letter can still be printed – however, the contact diary of the
salesperson must first be updated.

The “Maximum Future Contact Time Frames” parameter is used to control or limit the timings
of future contacts via the CRM Diary for each salesperson: Depending on the value entered
will determine how far in advance a future contact can be created.

The system contains the ability to search an external map provider website to display the
geographic location of a CRM record. In all searches, the link will be derived from the ‘URL for
MAP Search’ in CRM Dealer Parameters. If these parameters are enabled, the postcode field
of a CRM record displays as an icon next to the postcode that can be clicked to view the map
as required:

It is important to consider that the Aerial and Hybrid Views if selected can take longer to load that
the Road View.

The CRM Access Level to close opportunities parameter relates to ‘Opportunity’ type contacts,
which are discussed in more detail later in this guide. These parameters control the length of
time for which an opportunity will continue to display within the Sales Opportunity report, and
the access level required for users to close the opportunity.

It is advisable for the ‘CRM Access level to close opportunities’ parameter to be set to
intentionally limit the number of users that can close opportunities – ideally, this ability should
be reserved for sales managers only.

When an opportunity is closed, a line of Contact History is written to the CRM record detailing
which salesman the opportunity has been closed for, and by whom – along with a system time
and date stamp. In this way, this process is auditable.

The “Add Absence Access Level” parameter sets the system level to enable a user to record
absence levels for the sales team via the CRM Contact Report.

The “Customer Spend Access Level” parameter sets the system level to enable a user to view the
Spend tab at the top of an individual CRM record.

The “Customer ID Enabled parameter” when ticked will display the unique customer number
assigned to a marketing record created. The number will appear next to the
customer’s name on the contact tab within the record.

Customer Delete Level parameter controls the level at which a user can delete a customer or
vehicle record.

Lost Sale Access Level - for added control, an enterprise level parameter is available that will
restrict users based, on their marketing access, to complete a lost sale from within the Sales
Opportunity Dialog. When a user without the required access attempts to record the lost sale,
a dialog will be displayed advising them they do not have the sufficient permissions. They will
then be required to advise a user with the permissions to complete the lost sale.

Deposits Level - an access level can be set for which users can raise vehicle deposits to improve
control over any unauthorised creation of deposits. The access restriction will disallow users from
creating a new deposit, it does not restrict access to view the deposits or assign stock vehicles.

Once this section of parameters has been completed, select “Accept” to store the changes made.
The “Cancel” option can be used to discard any amendments made.

General

The General parameters store a great deal of information, and are utilised by the sales
department, workshop, parts and vehicle admin departments to record information relating to
the customer and any vehicles they may own. Select the Parameter Type drop down menu to
display the different parameters stored within.

Once an option is selected from the drop down list here, the options relating to the particular
parameter are displayed on the right hand side of the screen in the section below the drop
down menu, allowing for amendments or additions to be made.

The following table describes the parameters available and the manner in which they are utilised by the system.

Parameter	Functionality
Activity Refusal Reasons	The refusal reasons are associated to the test drive reminder process. These reasons will then need to be activated at division level using the ‘Divisional Refusal Reasons’ button function in the same tab. Select the division from the dropdown, tick the items applicable for the division, and click Accept.
Aftersales Work Elsewhere locations	Used in the Aftersales Diary to record ‘Work Carried Out Elsewhere’. These entries can be reported on via the CRM Aftersales Reports.
Contract Inclusions	Contract Maintenance types can be created here to be added to the Service Details tab of a Vehicle CRM record if required
Contract Maintenance Additional Fields	These can be set up to add additional fields to contract inclusions
CSI Rating	Allows for entry and activation of CSI ratings within contact routines. Usually completed with ‘1 – Poor, 2 – Satisfactory’ etc. Descriptions can only be amended if the rating has not been used for any contact – for this reason they should be created with care. The CSI responses can be generated via the CRM Report.
Customer Response – Decline.	Provides an opportunity to record a reason for a decline response from the After Sales Diary, and can be reported on via Selections.
Customer Response – No Reminders.	Populates with possible reasons for a customer requesting no further service reminders for a vehicle.
Customer Response – Work Done Elsewhere.	Provides the opportunity to record the reasons why work has been done elsewhere, in conjunction with the Work Elsewhere Locations (see above).
Customer Status Types.	Used in Contact Diary by sales teams to record where the customer is in the vehicle buying cycle – for example, ‘Hot’, ‘Qualified’ etc.
Customer Titles.	Complete with customer titles along with gender where required – e.g. ‘Mr’, ‘Mrs’ etc.
Customer Type Descriptions.	Against a customer type description EG: Business here you will find a tick box option called Business. If you put a tick in this box then CRM records with this customer type description against them will have the option to add more than one contact against the record.
Customer User Definable Fields.	Provides the heading for the field in the customer record containing tick box entries. It is usually used to provide the ‘Interests’ field.
Customer User Definable Headings.	Provide headings for data entry on the Additional tab within the CRM record – for example ‘Preferred refreshment’ or ‘Children’s Names’ – any information that may be useful for customer facing dealership staff.
Equipment Event Description	Having added any Equipment Types, any required Equipment Event Descriptions need to be added. To do that just select the Equipment Event Description from the same drop down. This allows specific reminder events to be created for Equipment Types
Equipment Type	Equipment type is designed to allow you to create components or pieces of equipment that are allocated or exist on that particular commercial vehicle. Having created these items, reminder events can be associated to them.
General Follow Up Event Description	If you want to use General Follow Up Events you will need to set them up by selecting General Follow Up Event Description and adding descriptions as required. EG: Tacho. Having setup all of our reminder types you will need to set the reminder lead times within CRM > Parameters > Aftersales Parameters > General. At the bottom left hand side of the screen you will find the General Follow Up and Equipment Lead Time fields.
Internet Enquiry Sources.	If an enquiry source is passed into the edition xml feed that has been set up in Pinewood DMS, this will be assigned to the record.
Internet Enquiry Type.	The enquiry type field allows either ‘Sales’ or ‘Aftersales’ to be passed into the feed. If nothing is entered, the enquiry type will default to Sales.
Job Title	Any Job Titles added here will be available within the new contacts screen. These are Enterprise parameters and once set up will be available across all divisions.
Lost Sale Group.	Creating a lost sale group enables different reasons to be grouped together for reporting in the lost sales reports.
Lost Sale Reasons.	Lost Sale Reasons work in conjunction with both Sales Opportunities and the lost sale report to record reasons for the customer deciding not to purchase a vehicle. The lost sale reasons can also be filtered at Divisional level allowing different lost sale reasons to be used at different branches
Personal Detail Codes.	Working in conjunction with the Customer User Definable Fields parameter, usually used to identify personal interests of customers, providing the opportunity to further target marketing activities. The options created here appear as tick boxes within the User Definable Field on the CRM record, and can be used for Selection purposes.
Purchase Options	Used to enable selections to be run for different types of finance agreement that are due to end – e.g. ‘HP’, ‘PCP’, ‘Personal Loan’ etc.
Rejection Reasons	Used in conjunction with the Finance calculator (If Enabled) example of Finance rejection “Interest rate to high”.
Service Class.	Parameters here can be populated on the vehicle stock card – e.g. ‘Radio Code’ or ‘Key Code’. Once the stock vehicle is sold, this information is retained on the CRM record.
User Defined Vehicle Dates.	These can be created and are displayed against the Service Details tab of the CRM record. Should be created to relate to relevant dates for servicing of the vehicle outside of normal requirements.
Work Requirement Types.	Work Requirement Types work in conjunction with Vehicle Health Checks and reported future work during the invoice process. These are used to determine when a follow up date will appear in the Aftersales diary.

Select the “Add” option and complete the required information. Once “Accept” has been selected, the parameter has been activated.

Select “Accept” to confirm the changes. Alternatively, to create new entries to the parameter,To make amendments, select the parameter type required and double click on the entry to be
amended.

The “Print” option can be selected on this screen to print out all of the parameter information stored on the system within this tab.

In addition to the above parameter set up a more detailed description of the Customer Status and
Lost Sale Group & Reason Parameters is described below.

Customer Status

It is possible to associate an icon with a customer status. This icon will then appear on the customer
record contact tab replacing the text description.

The icons are managed and added via CRM Parameters Dealer Parameters, within the
enterprise tab. Click on the parameter type drop down on the right hand side and then select
customer status type. Select the customer status and you will see a new option for Icon.
Initially this will show as none Selected, when you click on the Icon box it will then allow you
to select an icon. This can be a rating of 1 – 5 and the icon can be based on a face or a star.

Once an icon has been selected and saved, it will appear on the customer record, hovering
over the icon will display the text description. If no icon is associated with a customer status,
the text description will continue to appear as normal.

Lost Sale Group & Reason Parameters

In order to allow businesses to have more detailed lost sale reasons that are specific to their
division or brand, the lost sale parameters include groups and reasons. Whilst the lost sale
groups and reasons are still managed at Enterprise level, it is possible to enable/disable lost
sale reasons at division level.

From the Parameter Type dropdown menu under General select “Lost Sale Reasons‟.
A button labelled “Division Lost Sale Reasons‟ launches the following screen to allow the reasons
to be managed at division level.

Selecting a division from the drop down list will display all of the lost sale reasons and whether
or not they are enabled for that division. Ticking or un-ticking the box for each determines
whether it is enabled for the selected division.

When dealing with sales opportunities and setting an enquiry as a lost sale, a popup will
appear where the list of lost sales can be filtered by lost sale group. Only lost sale reasons
that have been enabled for the current division will be displayed and may be selected.
Managed correctly this will remove any non-relevant lost sale reasons and allow dealers to
set up their local competitor dealers and /or the set of reasons stipulated by the manufacturer.