R&R Contact Management

[dodgeboy]

Just wondering if any Service managers are using Rey&Rey Contact Management for any kind of customer follow up, reminders, etc..
I'm having an issue that I have stumped Rey Rey on and was wondering if anyone else uses it.

[Karen Ann]

We have tried. With "follow up" calls, the system comes up with a call for each type of payment... so if there was warranty and customer pay there are two follow up calls, etc. It ended up being just a large waste of time.

I would love to try the ro completed call/email to customers but the advisors are not on Contact Management yet.

Or even use the appointment system (imported by system from ERA) for "missed appointment" or "denied service" follow up. But we do not use ERAs appointment system...

We also tried for Parts SO calls but the system did not know when "all" the parts showed up, creating more wasted time with duplicate calls.

We do use it to email reminders for maintenance. 2 months 20 days after service, but you do have to check to see if they have been in since then.

Also using to follow up and track fleet vehicles using reminders via email... Including different maintenance schedules. Seems to be working well.

We've had several times where we've "stumped" reyrey ... the system sounds perfect and it technically can do everything... you just need to figure out workarounds... get someone great with the Schedule creation and tracking and you'll have it made.

This may be too much information!

[dodgeboy]

Thanks Karen,
Thats not too much info. But what I thought was going to be a simple report has let me down and R&R is a little baffled at this point. Previous to me using CMR, we were generating reminder letters thru Letterwriter on ERA. For instance, every month we would create a letter for customer who are due for New York State inspections. Thru ERA link, it would pull all the customers selected for a given date range, including vehicles that were still stock vehicles but sold in the month we were querying. If I inspected the vehicle in Dec `06 and sold it that month, letterwriter provides me with the new customers name for mailing. However, that is not the case with Contact management. I started running the report on CMR and thought the the client list looked small. As I dove deeper into it, I found that all the vehicles that had actual customer names attatched at the time of inspection showed up, but any vehicles that were in the dealerships name but sold would not show up. This makes the report I am tring to run on CMR only 50% useful. When I contacted R&R I spoke to a pretty knowledgeable person, but he said I had him stumped why ERA will pull the information and CMR will not. Might not sound like a big deal, but at the price they pay for this software, we should be able to program it for what ever we see fit!!

[GMFXDOPSMGR]

I use a 6910 report I created in RR. I can pull only warranty, missed sales, CP RO'S, anything I have an op or code for. It then is converted to an Excell report, for ease of reading, then given to our call back person to follow up. We currently have a 10 day warranty report, changed from 3 & 21 since GM has the e-mail survey - surveys returned in as little as 12 days, and we are hitting real good on CSI. It can be modified easily for any report you want from the RO's.

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Tom Edwards

[This message has been edited by GMFXDOPSMGR (edited 11-14-2007).]

[Karen Ann]

What about a Service RO schedule working with "operation code" equal to "01nyinspection(eg.)".

Then, in the schedule you can start it at 11 months 2 weeks after RO Closed Date to call or send letter to whomever currently owns the vehicle. (working from RO Operation might eliminate the issue of ROs vehicles sold.) Then you will never have to run a report again, it will show up for each vehicle as you need to call.


and let me note: letterwriter *shudder*

GMFXDOPSMGR... there was angelic singing in the background when I realized Query Builder and Download Report Wizard existed in ERA!!