Customer Follow Ups

 

Tutorial

 

19 STEPS

1. To create a follow up on a folder, Click the New Icon next to the Follow-Ups Box.

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2. Click New

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3. First, you will select how to update the customer.
Select Text

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4. Next, you will specify how often you would like to update the customer.
Click On Specific Days:

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5. Click Tue

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6. Click Thu

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7. You have selected to update the customer every Tuesday and Thursday until the car is completed.

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8. The Assigned to Resource will default to the resource on the folder. You can change the follow up resource if needed.

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9. Click SAVE

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10. Click Close

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11. You can now see from the folder that a follow up has been created for the customer.

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12. Click Vehicle Center

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13. Click Follow-Ups

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14. The Red Date box indicates that the follow up was missed, which indicates that the follow up is due today.

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15. Double Click on the Follow Up to process it.

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16. Text is automatically selected since that is how the follow up was set up, however, you can change it if needed.
Example: you called the customer with an update instead of texting.
When phone is selected, the white box is used for notes.

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17. When text or email is selected, what is typed into the white box will send to the customer as a text message or email.

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18. Click the Green Checkmark to process the Follow Up.

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19. The follow up has been removed when completed.

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Here's an interactive tutorial

** Best experienced in Full Screen (click the icon in the top right corner before you begin) **

https://www.iorad.com/player/2358546/Follow-Ups

 

 

Creating a New Follow Up

On the Summary tab of the Folder, select the New button under the Follow-Ups section.

 

 

The Follow Up screen will open. Select the New button at the bottom of the screen.

 

 

Customer contact information from the Customer tab of the Folder will pre-load in blue. Select how the customer would like to be contacted, who to assign the follow up to, and how often the customer would like to be contacted, then click Save.

 

 

 

If you select “Notify Upon Completion”, the follow-up reminder will only be generated when the “Repairs are Complete” checkbox is checked on the Folder.

 

 

The next upcoming Follow Up notification will now show in the Follow-Ups box on the Folder.

 

 

If the customer would like to be contacted in an additional way, then another follow-up reminder can be set by clicking the Edit button to open the Follow Up screen.  Click New again and go through the steps above.

 

All follow up definitions will show on the Definitions tab.

 

 

Processing a Follow Up

A Follow Up can be processed one of two ways:

 

1.  From the Folder screen,  select the blue phone icon to process a follow up.

 

 

2.  From the Vehicle Center Follow-Ups tab, double-click on the Follow-Up line (late Follow Ups will show in red).

 

 

Processing an E-mail/Text Follow Up

Key in the e-mail/text message and click the Process button (green check) at the bottom of the screen to send.

 

 

 

Your e-mail/text message will be sent automatically.

 

Processing Via Phone

If you called the customer, key a note of what you discussed and click Save.

 

 

All processed follow-ups will show in the Notes tab of the Folder.

 

 

Editing a Follow Up

From the Folder, select the Edit button:

 

 

Select the Definitions tab. Double-click on the Follow Up you wish to edit.

 

 

Edit the information and click Save.

 

 

Cancel a Follow Up Without Processing

If you already spoke with the customer, you can cancel the follow-up without sending any notification out to the customer.

  1. Open the Follow Up as if you are processing it.

  2. Key in a note with the reason you are cancelling

  3. Select the Cancel Without Processing button

 

4.  Click "Yes"

 

 

Deleting a Follow Up

From the Follow-Up Definitions tab, select the Follow Up and select the Delete button at the bottom of the screen.

 

 

Click "Yes".

 

 

The Follow Up will be removed from the screen.

 

To view Deleted follow ups, select the “Show Closed” checkbox and click Refresh.

 

 

 

Related Video

 

How to Create a Follow Up

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