SERVICE R.O.'S REPORTED FROM CRM INTO DRIVE
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Cory Wilhelm
IT WOULD BE NICE AS A "FAIL SAFE" TO HAVE APPOINTMENTS FLIPPED TO "SHOWN" ON THE SERVICE APPT SIDE IF OUR EMPLOYEE MISSES MARKING A CUSTOMER AS SHOWN AND ON THE EVENING DATA PULL, CRM RECEIVES THE R.O. DATA...IS IT POSSIBLE FOR THAT INFO TO GO BACK AND DOCUMENT THE APPOINTMENT AS SHOWN?
Shelby Parker
Thanks for raising this, Cory Wilhelm — totally get the “fail safe” idea here, especially if an R.O. comes through on the nightly pull and the advisor just missed flipping the appointment to Shown. A couple quick questions so we’re aligning on the right behavior: when an R.O. hits Drive/CRM, should the related service appointment always be auto-marked as “Shown,” or only when certain criteria match (same customer + date/time, specific R.O. status, etc.)? And is the main goal to clean up shown/no-show reporting, make sure downstream follow-up workflows fire correctly, or both? Lastly, if we do auto-update it, would you want the appointment to indicate it was system-updated (vs. employee-marked), or is the status change alone enough?
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Cory Wilhelm
Shelby Parker I'd say for people that are just starting on Drive, it may be best to have the appointments auto marked shown as long as the vins match, as we are still & will be working to clean up our current data and customer profiles. Sometimes it's a different family member coming in, etc, so I'm not sure if matching records would be the best for people who'm are working on cleaning up their CRM.
Both to answer your second question!
I would prefer the system to mark it "System Updated" that way we have some accountability!