CRM Instruction Manual - for Automotive Dealers

1
Zeeshan Shariff
Current Version 1.0, Release Date : 17 Aug 2018
http://www.autosherpas.com
A WyzMindz Company
SOP for Customer Support Team (CRE)
VERSION CONTROL
+91 7899125680
zeeshan@autosherpas.com
Instruction Manual – AUTOSherpa® CRM
If you require any further information, please contact :
Naveen Sharma
+91 9036077766
naveen@autosherpas.com

Purpose of CRM Application
© 2017,WyzMindz solutions Private Limited.All rights are reserved.
2
Customer
Retention
Customized Offers /
Promotion
Customer Profile
Workshop
Revenue
WhatsApp
Messaging
Improve Efficiency & Productivity
1 ❑ Customer list management – bid goodbye to Excel spreadsheets
2 Drive Up-sell
❑ 360° Customer Profile to refer history and upsell RSA, Extended Warranty,
Insurance Renewal, VAS, Exchange etc.
3 Retain Customers with awesome experience
❑ Reference of last 5 customer interactions & call records. SMS/WhatsApp
customized messages
❑ Offers /deals customized for vehicle – based on usage and bill history
❑ ‘Click to call’ from PRI / GSM / Android - Improve efficiency by 20%
❑ Automated follow-up notifications and reminders

Recommended Workflow
Login
Do you have
the role of
‘Chaser’ ?
Follow-up ‘Overdue’
appointments in ‘Service
Booked’ bucket
Are there pending
‘Follow-up’?
Dial Pending Follow-up
and update call status
Reach out to
customers in
‘Scheduled’ bucket
Call should be dialed in the
ascending order of service
‘Due Date’
Call the Customers in
‘Non Contact’ bucket
Filter the customer records
with lesser attempt and sort
in order of call date
3
2
2
3
Monitor call
performance
Follow-up scheduled
appointments (Nth day
& N-1 call bucket)
Login
Logout
No
Yes
Yes
No
Best Practices
Thumb Rules – Call 120
customers per day. Target 12-
15% of dials for ‘Service
Appointments’. >75% turn-up
ratio in N+30 days
4
In case of ‘Non Contact’, send the
customized WhatsApp /SMS
1
4
3
In subsequent modules, you will
learn each workflow step in detail

Step 1 – Check Mobile OS Version
5
Android OS Version should be above 5.0 only
Go to Settings-> About device(about phone) -> Android Version

Step 2 – Check ‘Google Play Services’
6
Go to settings -> Apps -> Google play service
Check if the app is updated with most recent version. Refer https://google-play-services.en.uptodown.com/android

7
Step 3 – Download App from Google Playstore
Open Playstore Search AUTOSherpa app Install app

8
Step 4 – Install CRM App
Click on ‘Accept’ Open the app Authenticate the app with OTP

Issue : Unable to Automate Call
10
Step 1: Check if internet connection is stable. Open firebase.google.com
Also check step 1, 2 & 3 of app installation.
1. Do you have the right version of android OS ?
2. Latest version of Google Play services is updated ?
3. Did you download the correct app from Playstore ?
4. Does you app says ‘WelcomeYour ID’?

Issue : Unable to Automate Call
11
Open ‘Settings’ Open ‘Apps’ Open ‘AUTOSherpa’ app
Step 2: Delete ‘cache’ and temp files. Re-authenticate once cache is cleared

Issue : Unable to trigger call
12
Clear Cache & Data Open ‘App’ and re-autheticate
Step 2: Delete ‘cache’ and temp files. Re-authenticate once cache is cleared

How to provide ‘Remote Access’
13
1. Download One of these 2 apps on mobile from Google playstore
2. Support team from AUTOSherpa will take remote access and troubleshoot the issue

CRE Web Module3
Home Screen & 360° Customer Profile

Do not use alternate
browsers such as Mozilla
Firefox, Internet Explorer
How to Access CRM
15
Step 1 : Open ‘Google chrome’. Access CRM Web page. E.g. http://crm.autosherpas.com:9002/
Step 2 : Click ‘CRE’ icon. Login with secure credentials

16
Today’s call status
Customer Did NOT
turn-up on
appointment date
Fresh Calls
assigned as per
the call Plan
CRE Home Screen (Explanation of Call Counters)
Call Counters summarize
the actions for CRE. Also
offer the summary of
today’s activity
Pending follow-ups

CRE Home Screen (Explanation of Call Buckets)
17
Call moves to one of these
buckets based on the last
actions of CRE or Manager
1. Scheduled: Fresh data assigned to
CRE
2. Follow-up : Scheduled follow-ups for
today and pending follow-ups of
previous days. Future follow-ups will
not be visible in this bucket
3. Service Booked: Appointments
Scheduled. Appointments for Today
(Nth Day) & Tomorrow (N-1 Day) shall
be published in separate buckets for
ease of follow-up.
CALL BUCKETS EXPLAINED

CRE Home Screen (Filters and Search Option)
18
In each call bucket, user can
filter the customer data by
Campaign name, Date etc.
To access the customer 360°
Profile, click on this icon

*****
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360° Customer Profile
19
360° view of
customer’s profile
I. Customer & Vehicle Info
II. Service Info – Previous &
Next Service details
III. PSF Info
IV. Insurance , VAS,EW, RSA,
Loyalty Info
V. Previous Interaction details
Call, SMS & WhatsApp
from this Screen

20
*****
***
***
*****
*****
***
Registered Vehicle Owner
Vehicle User /Driver
Call Button
SMS /WhatsApp Button
Information Cockpit
Update Call Status
Vehicle Details
Service History
Insurance History
PSF History
Click to check past call
interactions

Mr. Praveen
Kumar Singh
Mr. Praveen
Kumar Singh
Mr. Praveen
Kumar Singh
Mr. Praveen
Kumar Singh
21
Click on ‘Service History’
icon to refer the historical
service information

22
22
If the Call type is
‘Outgoing’, it means tha
Call was initiated from
CRM and connected
with Mobile
Play Call Recording
Download Call
Recording
SMS & WhatsApp
History
Call Interaction
History

Initiate Call & Update
Disposition
4

*****
***
***
*****
*****
***
How to initiate the Call
24
1
2
I. Check if mobile app is
open and display message
‘Welcome Purnima_CRE’
II. Confirm if Internet is
available on mobile
PREREQUISITES
INITIATE CALL
1. Click on ‘Call’ Button
2. Click on ‘Yes’ in pop-up
box
CALL STATUS
3. Click ‘Yes’ if customer
answered the phone
4. Click ‘No’ in case of Non
contact
43

Update Call Status / Disposition
25
No Contact
Select one of the
disposition listed above
When Customer
answers the phone
5
5. Select right disposition
based on the call outcome

26
Schedule a Follow-up call
Update call as ‘Service Not Required’
5.1
5.2

27
Schedule a Service Appointment
5.3

28
Select ‘Yes’ if customer
is interested in EW,
Exchange, RSA etc.
Else, select ‘No’
Default option is
selected as ‘No’
Click ‘Submit’ to register the
‘Service Appointment’

How to Update
Customer Details ?
5

30
*****
***
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How to update customer details
1
2
Refer these 2 options to
update customer detail
30

31
*****
***
***
*****
*****
***
How to update customer details
3
Update customer
details and click on
‘Save’ option

33
1. On the left panel, click on
‘Search Customer’ option
2. In the Search Box, type the
Vehicle Registration no. or
Chassis number to search
3. Click on the icon to Open
Customer’s 360° profile
3
1
2
33
How to search a vehicle

4. Call & update status
5. Access last call interactions,
comments
4
5
34
How to search a vehicle

Access Performance Reports
36

Recommended Workflow
Login
Do you have
the role of
‘Chaser’ ?
Follow-up ‘Overdue’
appointments in ‘Service
Booked’ bucket
Are there pending
‘Follow-up’?
Dial Pending Follow-up
and update call status
Reach out to
customers in
‘Scheduled’ bucket
Call should be dialed in the
ascending order of service
‘Due Date’
Call the Customers in
‘Non Contact’ bucket
Filter the customer records
with lesser attempt and sort
in order of call date
3
2
2
3
Monitor call
performance
Follow-up scheduled
appointments (Nth day
& N-1 call bucket)
Login
Logout
No
Yes
Yes
No
Best Practices
Thumb Rules – Call 120
customers per day. Target 12-
15% of dials for ‘Service
Appointments’. >75% turn-up
ratio in N+30 days
4
In case of ‘Non Contact’, send the
customized WhatsApp /SMS
1
4
37
In subsequent modules, you will
learn each workflow step in detail

38
No part of this document may be reproduced, stored in a retrieval system or transmitted in any form or by any means, electronic,
mechanical, photocopying, recording or otherwise, without prior written permission. For permission requests, please contact
hello@autosherpas.com
Naveen Sharma
If you require any further information, please contact :
+91 90360 77766
naveen@autosherpas.com www.autosherpas.com
ZEESHAN SHARIFF
+91 7899125680
zeeshan@autosherpas.com

CRM Instruction Manual - for Automotive Dealers

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