Scenario 3: Workshop booking request via phone or email

If a customer requests an appointment by phone or email, the dealer is able to use the Workshop Appointment Management functionalities to enter the workshop booking request details and confirm the booking on behalf of the customer.

Using these functionalities is beneficial for the customer who will receive the same confirmation and appointment details as if the appointment was booked by the customer via Sensus Connect or My Volvo ownership website. It is also beneficial for the dealer to handle bookings this way, since all appointments are stored in VIDA. This gives the dealer a simple way to keep track of appointment and check appointment history of a customer/vehicle directly in VIDA.

This procedure describes what needs to be done by the dealer, in order to create an appointment on behalf of the customer. By proceeding in this way, the customer will not be disturbed with additional questions from the dealer.

Based on a phone call or email from a customer, the dealer selects the customer in the Workshop Customers tab in VIDA.

Fig. 363: Customer in the Workshop Customers tab

It is also possible to search for the customer/vehicle and create a new appointment via the Manage Customer Information functionality in VIDA. Here it is also possible to add a new customer.

The dealer selects the customer/vehicle and clicks Create New Appointment.

ð	The Create appointment page opens in a separate browser window. The dealer selects Create request for appointment from the drop-down menu.
	Fig. 364: Create request for appointment
	The dealer then fills in date, time, price and work to be done as agreed with customer on phone or as requested in the email. It is also possible to add additional comments if needed.
	When all necessary fields are filled, the dealer clicks SUBMIT and then selects to Provide proposal or to Schedule appointment from the drop-down menu, depending on situation.

The dealer clicks SUBMIT.

ð	The appointment status is set to Requested and will now appear on the Actions list.
	Fig. 365: Requested appointment in the Pending 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 Schedule appointment from the drop-down menu and then clicking SUBMIT. This does not generate any further communication with the customer, but is only for internal appointment handling.

Note

When the booking is scheduled, 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.

ð	The appointment is transferred from the Actions list to the Planned list.
	Fig. 366: Confirmed appointment in the Planned list

The customer also receives the booking confirmation via email. The email contains a link to My Volvo ownership website.

Fig. 367: Booking confirmation email, containing a link to the booking details in My Volvo ownership website

Fig. 368: Booking details in My Volvo ownership website

Note

Steps 6-9 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. 369: 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 Appointments, 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. 370: Appointment details in Sensus Connect

Fig. 371: Email with link to My Volvo ownership website

Fig. 372: 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. 373: 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. 374: 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. This opens the Manage appointment page. The dealer closes the case by selecting Finalize appointment from the drop-down menu and then clicking SUBMIT.

Fig. 375: 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 in the Workshop Customers tab if the primary driver of the vehicle has selected the dealer as preferred dealer.
	Fig. 376: 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 clicking one of the appointments in this overview, the page is shown as it was at selected time.
	Fig. 377: Appointment history on the Create appointment page