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E-Route electronic route sheet
E-Route is the basis of service advisor usability. E-Route can help service departments organize, communicate and track individual service vehicle progress. The management objective of E-Route is to keep the process accountable and trackable. Think of this as a service CRM with real time communication.
- Organize via Route Sheet - E-Route is designed to look and feel like the long-standing large manual route sheet but without having to manually enter the repair order information.
- Dispatch system - E-Route has built-in easy dispatching. This tool is designed to imitate manual dispatching using Hard Copy buckets. This tool can be used with or without DMS electronic dispatching.
- "Next Appointment" Calculator - Retention by pre-setting next appointments based on customer individual driving habits
- Managing phone traffic by reducing incoming calls - CrystalNet tools reduce phone traffic by providing customers and staff with real time status updates and a system which effectively communicates with all parties. The tool also reduces the incoming appointment calls by presetting next appointment from current visit.
- Web-Status - Service status accessed via dealer website
- E-Status – E-mail notification - Automated status notifications alert staff and customers as to where their vehicle is at in the process thus cutting down on phone traffic.
- E-Wait - Waiting Room Vehicle Status - Provides real-time status report for waiting service customers viewed in the lounge
- Proactive management - The system provides future planning which allows all staff to proactively manage work load.
- Process management - The system was designed as a “Left to Right” tracking process map with detail management reports.
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Electronic Multi-Point Inspection Sheet (EMPI)
EMPI was inserted into E-route to ease the MPI inspection process and help track, communicate, and manage the MPI form. The system was designed to minimize form purchase, paper, printing/toner, filing, maintaining, and retrieving records.
- Pre-populated form with customer and vehicle information - Pre-populated header so technicians will not have to fill out each form.
- Consistent Multi-Point Inspection - Detailed reporting makes it easy to maintain consistency.
- Legible uniform paperwork - Clean and legible forms make better sales presentation
- Accountable for unsold recommendations - Tracking unsold recommendations can help future business
- VIN attached record as single moving document for each vehicle - VIN attached form can help eliminate filing and pulling records for the next visit
- Auto attached for future appointments or repair orders - EMPI will automatically pull the last inspection sheet and attach it to the next appointment and the current repair order.
- Real time Multi-Point Inspection process status - The inspection process is automatically updating the E-Route to assist internal communication.
- Easy inspection process accountability - Easy to use reporting will help aid process management.
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"Just-in-Time" advertising
CrystalNet provides a future appointment list to aid advertising decisions. Reallocate advertising budget seasonally, monthly and even weekly based on shop booking trends. Make your service advertising more relevant and "Just-in-Time" for the next due date. Relevant advertising will help customers, save advertising expenses, and decrease discounting.
- On-demand advertising by viewing the future appointments months out
- Direct marketing by knowing the non-retained customers
- Effective advertising without mailing to the entire customer base
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Virtual Call Center
Virtual Call Center is a Web-based appointment scheduler designed to ease the appointment scheduling process. It was designed to assist Service BDCs and Call Centers manage, track, and evenly book service appointments. The system is especially designed to assist non-automotive personnel communicate and offer guidance during the appointment setting process.
- System can be setup for centralized or virtual call center - The system can be setup in a centralized call center work environment or personnel can be setup in separate locations with the ability to assist another store with in a group.
- Very easy to use - Step by step screen presentation with narrow-down guide makes this system very easy to use.
- Diagnostic Tree - Diagnostic tree can help non-technical personnel ask the right questions from customer complaints.
- Shop Loading management - Virtual Call Center will assist shop loading by forecasting the shop capacity based on technician staffing, efficiency, and FRH/RO
- Waiter management - The system can be configured to help management waiters. The system was also designed to evenly load the shop by ASMs to increase shop productivity.
- Integrates with E-Route - Virtual Call Center was designed to sync with the E-Route and most major DMSs.