Note
Customer inquiries are not sent to vehicles Sensus Connect as there is no functionality to write back an answer.
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 personalized the ownership website.
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The customer sends the request to the predefined preferred dealer. |
At the customer's preferred dealer, the workshop booking request arrives in the Requested. The dealer notices the customer's workshop booking request shortly after it arrives by regularly checking for newly arrived requests.
list on the tab with statusThe dealer selects the request by clicking the Appointment ID on the row with the customer's name.
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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. |
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 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 chat fields. The dealer selects 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.
When this is done, the dealer clicks
.The customer receives the inquiry in the following ways:
Via email:
Note
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 list to the 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
list by clicking the .ð |
The customer's appointment details are opened. |
Once again, the dealer selects Reply to customer chat field.
from the drop-down menu and enters the reminder to the customer in the firstWhen this is done, the dealer clicks
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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 list to the list. |
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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 in Sensus Connect.
Note
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 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 list.
inAnother 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 in Sensus Connect, this will not create an additional booking request, concerning the same case.
When the customer selects Sensus Connect, any dealer will have the possibility to access the data by searching the customer by VIN under the tab in VIDA.
inThe 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
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 tab.
This opens the Vehicle Details window and the dealer clicks the tab. The latest State Of Health data that has now been transmitted from the vehicle is now available here.
Note
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.
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 .
Images of the booking confirmation and the email are available in Scenario 1, step 15.
In the
list, the dealer sees that the customer has accepted the proposal.The dealer selects the customer/vehicle and clicks the
to confirm the agreed booking and work to be performed. This is done by selecting from the drop-down menu and then clicking . This does not generate any further communication with the customer, but is to support the dealer process and the need to finalize the workshop planning and to block the preliminary booked time in the workshop.Note
Note
When the booking is confirmed, it is important to ensure 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 finalized before the proposal was sent. All necessary parts must be available or otherwise ordered.
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The appointment is transferred from the list to the list. |
Note
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 to view details.
The customer can also access the booking details at any time in Sensus Connect* by selecting , 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.
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.
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.
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 VIDA. The dealer then selects the customer/vehicle on the list and clicks the . The dealer closes the case by selecting from the drop-down menu and then clicking .
tab inð |
By doing this, the appointment is removed from the primary driver of the vehicle has selected the dealer as preferred dealer. list but the customer/vehicle is still available under the tab if the |
All information about earlier appointments is available in the overview of appointments on the Workshop Appointment Management pages. |
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By selecting a row in this overview, the page is shown as it was at selected time. |
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