Scenario 2: Workshop booking request via My Volvo ownership website followed by State Of Health data transfer from vehicle

A customer is concerned about an issue on the vehicle and has logged on to My Volvo ownership website to create a workshop booking request. The customer has chosen not to initiate the request from the vehicle since a written detailed description of the problem needs to be included with the request.

The customer uses the free text field for messages to describe the problem and selects two preferred dates. The customer also enters the vehicle's current mileage. Important other vehicle information is pre-populated since the customer has already personalised the ownership website.

Fig. 338: Workshop booking request in My Volvo ownership website

ð	The customer sends the request to the predefined preferred dealer.

At the customer's preferred dealer, the workshop booking request arrives in the Actions list on the Appointments tab with status Requested. The dealer notices the customer’s workshop booking request shortly after it arrives by regularly checking for newly arrived requests.

Fig. 339: Request in the Actions list

The dealer selects the request by clicking the Appointment ID on the row with the customer's name.

ð	The Manage appointment page opens in a separate browser window. In the appointment information, the dealer sees that it is a manual request created in My Volvo ownership website. As the request was not sent from the vehicle, no State Of Health data is included in the request.
	Fig. 340: Origin details on the Manage appointment page

Based on the customer's request, the dealer needs to see the State Of Health data, and thus request this from the customer. An inquiry can be sent back to the customer, by using the upper Reply to customer chat field on the Manage appointment page. Alternatively, the dealer can call the customer to request the State Of Health data.

The dealer chooses to request the State Of Health data by using the Reply to customer chat fields. The dealer selects Request additional information from the drop-down menu and enters the question in the upper left text field. The dealer can also fill in available proposal information in the proposal fields. This information will be visible to the customer at My Volvo ownership website.

Fig. 341: Chat field etc. on the Manage appointment page

When this is done, the dealer clicks SUBMIT.

ð	The appointment is transferred from the Actions list to the Pending list.
	Fig. 342: Inquiry in the Pending list

The customer receives the inquiry in the following ways:

Via email:

Fig. 343: Email, containing a link to inquiry at My Volvo ownership website

Fig. 344: Inquiry at My Volvo ownership website

Note

Customer inquiries are not sent to vehicles Sensus Connect as there is no functionality to write back an answer.

Four days passes and the customer has not yet returned with the State Of Health data as requested. By default, the customer/vehicle is transferred back from the Pending list to the Actions list. The purpose of this feature is to alert the dealer so that a reminder action can be taken by the dealer.
The dealer selects the customer/vehicle in the Actions list by clicking the Appointment ID.

ð	The customer's appointment details are opened.

Once again, the dealer selects Request additional information from the drop-down menu and enters the reminder to the customer in the first Reply to customer chat field.

Fig. 345: Chat field etc. on the Manage appointment page

When this is done, the dealer clicks SUBMIT.

ð	This triggers a new message to the customer via My Volvo ownership website and email. Inquiries are not sent to Sensus Connect.
	In VIDA, the appointment is transferred back from the Actions list to the Pending list.
	Fig. 346: Inquiry in the Pending list

The customer receives an inquiry email with a link to My Volvo ownership website. The customer logs in to My Volvo ownership website and reads the inquiry that the dealer has sent.

The next time the customer uses the vehicle, the State Of Health data is sent by selecting Send car data in Sensus Connect.

Fig. 347: Upload State Of Health data via Sensus Connect

Note

The State Of Health data transfer from a Sensus cloud connected vehicle to VIDA can in certain situations take more than 1 hour.

At the dealer, the response from the customer will not be notified in any particular way. There are two main reasons for this:
- When the customer selects Send car data in Sensus Connect, the State Of Health data is sent without creating a booking request. A situation when the data must be sent without creating a booking request to the preferred dealer could e.g. be when the customer is on vacation with the vehicle and cannot get help from the preferred dealer anyhow, due to the geographical distance. In this case another dealer nearby can get access to the customer's State Of Health data in VIDA. The customer's preferred dealer is not unnecessarily disturbed with a request not to act on, arriving in the Actions list.
- Another reason is to not have multiple requests concerning the same booking. An example of this would be if the customer starts a booking process at My Volvo ownership website and is then asked by the dealer to send State Of Health data from the vehicle. When the customer then selects Send car data in Sensus Connect, this will not create an additional booking request, concerning the same case.

When the customer selects Send car data in Sensus Connect, any dealer will have the possibility to access the data by searching the customer by VIN under the Search Vehicle tab in VIDA.

The preferred dealer can search for the customer/vehicle in the same way, or just simply select the customer from one of the lists on the Appointments tab, if there is an on-going booking process.

As the dealer expects the State Of Health data from the customer, the dealer clicks the VIN on the Workshop Customers tab.

Fig. 348: Customer/vehicle in the Workshop Customers tab

This opens the Vehicle Details window and the dealer clicks the State Of Health tab. The latest State Of Health data that has now been transmitted from the vehicle is now available here.

Fig. 349: State Of Health for selected vehicle

Note

The State Of Health data will not be available on the Manage appointment page, since the state of health was not sent along with the request.

With the additional information directly from the vehicle, the dealer is able to proceed with the workshop booking. The dealer continues the process by working with the work list and selects a day and time slot for the repair in the local workshop planning system. This is done in the same way as described in Scenario 1, step 9-13.
The customer is happy with the proposed date, time and price and accepts the proposal via My Volvo ownership website.

Fig. 350: Proposal in My Volvo ownership website

The customer receives a booking confirmation in My Volvo ownership website and by email, confirming that the response was successfully sent back to the dealer. The email contains a link to the booking at My Volvo ownership website. The customer can also access the booking details in Sensus Connect by selecting My Car à Service & repair à My bookings.

Images of the booking confirmation and the email are available in Scenario 1, step 15.

In the Actions list, the dealer sees that the customer has accepted the proposal.

Fig. 351: Accepted proposal in the Actions list

The dealer selects the customer/vehicle and clicks the Appointment ID to confirm the agreed booking and work to be performed. This is done by selecting Confirm appointment from the drop-down menu and then clicking SUBMIT. This does not generate any further communication with the customer, but is to support the dealer process and the need to finalise the workshop planning and to block the preliminary booked time in the workshop.

Fig. 352: Confirm appointment on the Manage appointmentpage

Note

When the booking is confirmed, it is important to secure that the provisionally booked time in the workshop is confirmed. The dealer must also make sure that the workshop planning and the work order was established and finalised before the proposal was sent. All necessary parts must be available or otherwise ordered.

ð	The appointment is transferred from the Actions list to the Planned list.
	Fig. 353: Confirmed appointment in the Planned list

Note

Steps 17-20 are identical with the procedure previously described in steps 18-21 in Scenario 1.

Based on customer settings in My Volvo ownership website, Sensus Connect will display an appointment reminder to the customer 1 to 4 days before the workshop appointment. This reminder will also reach the customer by email. The email contains a link to My Volvo ownership website.

Via the pop-up reminder in Sensus Connect, the customer can see the details of the appointment by selecting OK to view details.

Fig. 354: Sensus Connect pop-up reminder

The customer can also access the booking details at any time in Sensus Connect* by selecting My Car à Service & repair à My bookings, or by following the link in the reminder email to My Volvo ownership website.

* The details about work to be done on the vehicle, coming with the dealer proposal, cannot be seen in Sensus Connect. Only price will be displayed here. Full details in Sensus Connect will be introduced at a later stage.

Fig. 355: Appointment details in Sensus Connect

Fig. 356: Email with link to My Volvo ownership website

Fig. 357: Appointment details on My Volvo ownership website (part 1)

On the day of service, Sensus Connect displays another appointment reminder to the customer, every time the engine is started. The customer is able to view the details of the appointment via this reminder as well.

Fig. 358: Sensus Connect pop-up reminder

If the vehicle is equipped with Sensus Navigation, the customer can choose to be directed when driving the vehicle to the workshop. There are two options for this guidance, set as single destination or to add the dealer as a waypoint.

Fig. 359: Sensus Navigation

When the vehicle arrives at the workshop, the technician performs the work on the vehicle according to what has been planned and agreed with the customer.
As a final step, when all work is completed and the vehicle has been picked up by the customer, the dealer opens the Appointments tab in VIDA. The dealer then selects the customer/vehicle on the Planned list and clicks the Appointment ID. The dealer closes the case by selecting Finalize appointment from the drop-down menu and then clicking SUBMIT.

Fig. 360: Finalize appointment on the Manage appointment page

ð	By doing this, the appointment is removed from the Planned list but the customer/vehicle is still available under the Workshop Customers tab if the primary driver of the vehicle has selected the dealer as preferred dealer.
	Fig. 361: Customer/vehicle in the Workshop Customers tab
	All information about earlier appointments is available in the overview of appointments on the Workshop Appointment Management pages.
	By selecting a row in this overview, the page is shown as it was at selected time.
	Fig. 362: Appointment history on the Manage appointment page