Online Scheduling
Introduction
We have completely redesigned our Online Scheduling product to be more in tune with other similar products on the market, and we have also integrated with Hyundai and Quorum to offer a more seamless experience for Dealership’s that are both Quorum and Hyundai clients.
Welcome Screen
Now when a customer clicks the link to book a service online from a dealership’s website, they will be directed to a Landing page that gives them the option of entering their VIN, Email Address or Phone # to search for a file or they have the option to Sign In if they have previously set up an online account. Customers will also have the option to change their language preference to French by using the toggle in the upper right corner. We have also added the ability to display a logo and/or the display name in the header of the screen.
Search/Vehicle Selection
If a customer opts to search using the VIN, email, phone number option, there are 3 possible pages they will be directed to
1) If a matching file is not found in Dealermine, the customer will be taken to the below page, where they have the option of trying another search method, or adding a vehicle manually and creating a new account.
2) If a file, or multiple files, are found, based on the information input in the first or second screen, the customer will be taken to the Vehicle Selection page
This screen will display the Year, Make and Model of the customers vehicle(s), the current estimated mileage of the vehicle, as well as the VIN, which is partially starred out for security purposes, and if available, a stock photo of the vehicle type. This photo is pulled from Chrome Data, and as such will not match exactly to the customer’s vehicle or it may not display at all.
If the search method that was input locates multiple files, then all vehicles from those files will be displayed from newest to oldest, then alphabetically based on the vehicle make. Please note that vehicles that are “turned off” in Dealermine or attached to a prospect file will not display. It should also be noted that it takes a nightly download for it to be reflected in the Online Scheduler, that a vehicle has been “turned off” in Dealermine.
Two Factor Authentication
Since an Email address is a mandatory part of Online Scheduling, if a customer uses any method to search, and the system locates a file with a cell phone on it, but there is no email address linked to it, for security purposes the customer will be presented with the opportunity to confirm their identity and profile, via a Two-Factor Authentication method, sent by text message.
If the user opts to verify their account, and clicks the Sends SMS Code button, they will receive a 6-digit code which they can then input into the Online Scheduling system, and continue booking the appointment.
Completing this process will allow the customer to add their email address when they reach the summary screen, as it is a required field to complete the appointment.
If the customer does click the verify button, but does not receive the text containing the verification code, they will be able to click the “Code not received” button, and be able to continue booking the appointment as a guest.
If the customer inputs the wrong code, they will receive a pop up error stating “The code you entered is invalid” and provide them with 2 options, they can either click Try Again, and be taken back to the pop up to enter their code, or click Send New Code, in which case a new code will be sent via text message, and they will be returned to the pop up to enter the new code.
In the event the code is entered incorrectly a 2nd time, the customer will be presented the message “We have been unable to verify your account, you will now be directed to book as a guest”, then after a few seconds, the customer will be directed to the screen to add their vehicle details
If a customer searches in Online Scheduling with a VIN number or home phone number, but does not have a cell phone number or email address on file, they will automatically be directed to book as a new customer in the Online Scheduling system.
If the vehicle a customer is booking the appointment for is displayed, they can simply click to select the vehicle card, then click the Next button to move to the Services screen.
If the vehicle the customer selected has an email on the account, or once they have completed the 2 factor authentication, they can simply click to select the vehicle card, then click the Next button to move to the Services screen.
However, if the vehicle a customer is booking the appointment for IS NOT displayed or they do not wish to complete the 2 factor authentication process, they can opt to add a new vehicle to their file, or click the back button and try another search method.
Manually Adding a Vehicle
This will direct the customer to a page where they can enter their vehicle details.
Customers are given the option to click the dropdowns and enter their vehicle information, or enter their VIN which, if the system is able to decode it, will populate the Year, Make and Model, of the vehicle. Customers will be required to enter the current estimated mileage. In the case of a Hyundai vehicle, customers will also be required to select a Trim option. Please note this only works with Canadian VIN codes.
Note: If a VIN is entered, and push to DMS is turned on, this information will push to Quorum with the appointment.
If the customer opts to enter their vehicle information instead of their VIN, depending on the Vehicle Make, there are certain fields that are required:
For Non-Hyundai Vehicles: The following fields are required to activate the Next button to allow a customer to move forward
- Year
- Make
- Model
- Mileage
NOTE: If Specific Pricing has been set up in Maintenance Configuration, and the correct Year, Make and Model are selected, the Trim field will also appear, however it is not a required field to move forward.
Hyundai Vehicles: The following fields are all required to activate the Next button to allow a customer to move forward
- Year
- Make
- Model
- Trim
- Mileage
Special Notes regarding Search Methods
Search by Email/Phone – No File Found
If a customer uses an Email, or Phone number to search, and no matching file is found, they will be directed to the “Search again or Add Vehicle” screen, where they can either try a different method to search, or click “Add Vehicle” and continue with appointment process
If a Phone number or Email address are used to search, then these methods would be carried throughout the booking process and display on the Summary screen, so the customer has no need to fill this field in again
It should be noted that the email address field is a required field, and an appointment cannot be booked until this information has been input. The Cell phone field is not a required field.
Search by VIN – No File Found
If a customer uses a VIN to search, and no matching file is found, they will be directed to the “Search again or Add Vehicle” screen, as before, however the below message will display at the top of the screen.
" This VIN does not match any records in our database. Click Add Vehicle, verify the displayed vehicle details are accurate and proceed with your new booking."
When the customer clicks the Add Vehicle option, the VIN will carry over to the Add Vehicle page, and, if possible, be decoded to populate the Year, Make, Model fields.
If the customer then changes the Year, Make or Model fields, the VIN will be removed from the VIN field and not carried forward., and the appointment will be booked with an Unknown VIN
If the customer does not make any changes to the Year, Make, or Model, the VIN will carry throughout the appointment booking process and be added to the customer file in Dealermine, and subsequently pushed to the DMS.
Recommended Services
Once the vehicle has been selected, or the vehicle information entered, the customer will then have to click the Next button to be directed to the Services screen.
Near the top of the screen, the Vehicle details can bee seen, as well as a stock photo of the vehicle type pulled from Chrome data, if available.
Additionally, customers are given the opportunity to update the Estimated Mileage by clicking on the displayed mileage, this will open a small pop up window, where they can make the change, and click the save button. When a mileage is updated, the maintenance service list(s) will refresh, and display all services appropriate to the mileage that has been entered.
We have also added the ability for a customer to view the Service History of a vehicle found on their file. Customers can simply click on “Service History”, and a pop up will open that will display the complete service history, completed at this dealership, for the selected vehicle. If there has been no Services completed at this dealership for a selected vehicle, this option will not display.
If the OLS is for most DMS or OEM Dealerships, recommended services will pull from Dealermine Maintenance Schedules as they always have.
These services will, by default, display alphabetically, however we have added the ability to sort the maintenance items from the E-Service Configuration screen.
If the Online Scheduler is for a Quorum & Hyundai Dealership, this screen will display the same no matter which vehicle make has been input or selected, however the information put forth may differ between Non-Hyundai and Hyundai Vehicles.
Please note that the Maintenance sort feature will only apply to services displayed based on maintenance schedules set up in Dealermine, and will only display sorted in Online Scheduling.
Recommended Services for all OEM/DMS dealerships
If the dealership is not a Hyundai AND Quorum customer, or a customer of a Hyundai & Quorum dealership selects a non-Hyundai vehicle, then recommended services, pricing and service description will display based on the maintenance services and schedules that are set up in the Dealermine system. Additionally, if a dealership has opted to use the Add Other Groups option in E-Service Configuration, the services will display in 2 columns as seen below. Scheduled Maintenance will display on the left, and Additional Services (from Add Other Groups) will display on the right.
Recommended Services for Hyundai & Quorum dealerships
When a customer of a Hyundai & Quorum dealership selects a Hyundai vehicle, the service screen will appear as below.
On the left side of the screen, Factory Recommended services, pricing and service descriptions will display based on the selected Hyundai vehicles Year, Make, Model, Trim and Mileage. This information is pulled directly from Quorum into the Online Scheduling System, via our integration with them.
Note: As this information is pulled from Hyundai, via Quorum, any changes that might need to be made to pricing or description on Recommended Services for Hyundai vehicles, must be done via Quorum.
The right side of the screen will display the Dealer Recommended maintenance services, based on the maintenance schedules that have been built in Dealermine as well as any services that have been added to the Add Other Groups configuration screen. Please note, that services will not be duplicated from one list to another, provided the same opcode linked to a service in the Quorum system, is linked to the same mainteance group in Dealermine.
It should be noted that a failsafe has been built in, so that if the integration with Quorum fails, or the api does not contain the information for the selected/input vehicle, Maintenance will only display based on set up in Dealermine, and all maintenance services will display.
Please Note that the Maintenance Sort function will not apply to how services from Quorum are displayed.
Please note, Hyundai maintenance pulling from Quorum is only available in Online Scheduling, it does not carryover into the Dealermine system. As such, users will be required to set up maintenance groups, pricing and descriptions, and maintenance schedules in Dealermine as always.
While this screen looks different, it does work much in the same way as it’s predecessor in that customers can:
Select the service(s) they wish to have completed (Fig. 1)
Click the information "i" icon which opens a pop up window to learn more about the service (if configured) (Fig. 2)
See the price of the service (if configured) (Fig. 3)
Add additional comments regarding services in the comment box located below the service list (Fig. 4)
In addition to displaying the Factory and Dealer recommended services, customers will now also be able to click on the “Additional Repairs” link to open a new window.
Please note, that unless selections have been made from the Repair Groups tab in E-Service configuration, the “Additional Repairs” link will not display in Online Scheduling.
This window displays all services added from the Add Other Groups tab and the Repair Groups tab in E-Service configuration.
This screen works much in the same way as the Services screen, in that a customer can see the cost of the service, if it has been configured in the system, and also click the "i" to view more information on the service, again, if it has been configured to do so.
Once the service(s) have been selected and/or a comment has been made, the Next button will be activated and the user will be directed to the next step in the process.
Recalls
For Quorum & Hyundai Dealerships, when a customer has input a Hyundai VIN or selected an existing Hyundai vehicle, once they have made their maintenance selections or a comment regarding the appointment, if the system detects there are recalls for the selected vehicle, they will then be directed to the Recall Screen.
Please note this screen will not display if a customer has manually added a Hyundai vehicle, by selecting the Year, Make and Model. It will also not display for any other DMS/OEM dealerships at this time.
When a customer clicks this link, a pop up window will open, displaying any recall(s) that is associated with this VIN
Customers will be able to click the "i" which will prompt a new tab/window to open, displaying information about the recall.
Users can then select the recall(s) to have them checked/completed during their appointment if they wish, however this is not a required selection to move forward with the appointment
Appointment Details Screen
Book By Shop
Once the customer has clicked the Next button, they will be taken to the Appointment Details screen.
Here customers can select their transportation and advisor preference as well as preferred date and time.
As it was before, to have the Transportation and Advisor fields displayed, they must be “turned on” in E-Service Configuration screen.
We have added a new features to the Advisor Preference drop down, called No Preference.When the transportation type has been selected, No Preference will appear and be selected by default for the Advisor. If this is selected, the appointment will be assigned to a random Advisor (Round Robin style) in Dealermine and the Date and Time pickers will display based on availability.
The No Preference option is hardcoded into the Online Scheduling Program, and cannot be turned on or off, and will always display at the top of the list.
Additionally, we have made it possible to change the order in which the Advisors display in Online Scheduling.
If the Transportation and Advisor fields are not “turned on”, the date and time pickers will load as soon as the screen loads.
The date picker is designed to search for availability within the next 2 months, however if no availability is found, it will continue to check until it arrives at the “Booking Days Out Date” set in E-service Configuration
Book by Team
When Book by Team is turned on in E-Service configuration, only the Transportation option will display (if it has been configured to do so). The Advisor drop down will no longer display, even if the Show Advisor option is selected on the Options tab.
The date picker will display the next available date based on the following:
- Service(s) selected
- Team that is set as priority team
For example, if a dealership has an Express team and a Main Shop, and they want appointments with only oil changes and tire rotations to go to the express shop, they would set this team as the priority in Team Set up in E-Service Configuration, by selecting the team, and using the arrows on right side of window to move it to the top of the screen. When a customer selects only an Oil Change and/or a Tire Rotation in online scheduling, the available dates & times displayed will reflect the Express team schedule.
However, if the customer selects an Oil change, and a service that is only linked to the Main Shop team, then the dates and times displayed will reflect those of the Main Shop.
Once a customer has selected their preferred date and time, and clicked next, they will be directed to the Summary screen.
Appointment Summary
Once the date and time have been selected, and Next has been clicked, the customer is then taken to the Appointment Summary screen, where their vehicle information is once again displayed, along with a stock photo of their vehicle type. Also, the Day, Date and Time of the appointment will be displayed, as well as the list of services/repairs/recalls they have selected. Comments input on the Maintenance Selection screen will display in the comment section of this screen, and the customer has the opportunity to add more comments if they wish.
Additionally, if a customer has selected services with pricing, the cost of each service will display as well as the total for those services. The Price Disclaimer text is customizable.
If a customer is creating a new file, they will be required to input their customer information, including their first and last name, and email address, the cell phone field is not required field, however if it is input, it should be noted that going forward whenever a customer inputs their phone number, it will push to the cell phone field of Dealermine, instead of the home phone field like it used to.
Note: If a phone number or email address was used to search initially, and a file was found, all customer information will be starred out, with the exception of what was used to search, this will fully display in their respective field. If a VIN was used to search, all Customer Information will be hidden.
If a customer has signed in with their credentials, all information will be displayed.
Confirmation Screen
Once the user has confirmed the information on the summary screen, they can click the Book Appointment button to be taken to the Confirmation screen. The Book Appointment button can only be clicked once, then it will disable, preventing duplicate appointments from being booked.
The confirmation message can be customized to suit the dealership’s wishes, and customers have the option to click the Book Another Appointment button to be taken back to the Vehicle page.
Warranty Details
For all Hyundai/Quorum stores, we will now send the warranty details, as we have them in Dealermine, to Quorum via the VIN Details API. This information will show under the integration tab in Dealermine under WarrantyEffectiveDate and in Quorum under the In Service date field.
Cancelling Appointments
Since we have removed the ability for customers to “sign in” to an Online Scheduling account to view/edit/cancel existing appointments, a link has been embedded into the confirmation email that will allow a customer to cancel their appointment online if necessary. This link is automatically embedded in confirmation emails, and will only display if the appointment is booked via Online Scheduling.
When this link is clicked, it will open OLS in a user’s browser, that will allow the user to click the trash can to cancel the appointment. If a user wishes to change their appointment date or time, they will have to cancel it, and re-book via the dealership's website.
