Introduction

Description

These reports will help you to visualize the overall  usage of the Claire's processes for multiple locations. These reports allow you to compare the locations within your group and see if benchmarks were reached.

How to access the graphs

In the hamburger menu, click Dealer Reports indicated by the red arrow on the image below.

Select the required period

By default, the graphs cover the past 7 days. You can select between the last 7, 30 , 90 days and a custom period by opening the dropdown selection in the top right corner.

Filter custom date has a max range of 90 days.

Select the type

By default the graphs that cover appointments are displayed, but in the top right corner you can select a category between Appointment, Employees, Communications (If Customer cummunication module is activated), Snooze, Keylockers, Quality Check and Tyres in the Reports dropdown.

Appointments

Locations Overview

WO Count: Total number of unique appointments

WO Worked On: Number of appointments that have statuses higher than : New Entries, Assumption Control and Working on Control and his percentage out of the total of WO count.

WO Commercial: Number of appointments that have commercial check performed and the percentage out of the total of WO worked on.

Check Count: Total checks performed. This also counts checks which are not finished.

Commercial Check: Total of commercial checks done with the percentage of WO Worked on that contains a commercial check

Average Advised Items: Average of advised items found per commercial check

Average Advised Items Sold: Average of advised items sold

% Advised Sold Items: Percentage of items sold per check

Average Critical Items: Average of critical items found per commercial check

Average Critical Items Sold: Average of critical items sold

% Critical Sold Items: Percentage of items sold per check

% Sold Items: Percentage of items sold per check

Lease Overview

WO Count: Total number of unique appointments

WO Lease:  Number of appointments linked to a lease and percentage of WO Lease out of the total of WO Count.

WO Worked On: Number of appointments linked to a lease that have statuses higher than : New Entries, Assumption Control and Working on Control and his  percentage out of the total of WO lease.

WO Commercial: Number of appointments linked to a lease that have commercial check performed and the percentage out of the total of WO worked on.

Check Count: Total checks performed. This also counts checks which are not finished.

Commercial Check: Total of commercial checks done with the percentage of WO Worked on that contains a commercial check

Average Advised Items: Average of advised items found per check

Average Advised Items Sold: Average of advised items sold

% Advised Sold Items: Percentage of items sold per check

Average Critical Items: Average of critical items found per check

Average Critical Items Sold: Average of critical items sold

% Critical Sold Items: Percentage of items sold per check

% Sold Items: Percentage of items sold per check

Recurring Cars Report

Location: Name of location

Total Cars: Total number of cars in the selected period.

Recurring Cars: Number of cars that had 1 or more recurring checks in the last 4 weeks

% Recurring Cars: Ratio of Recurring Cars and Total Cars expressed in percentages

Recurring Cars Not Worked On: Number of cars that were marked as recurring , but no additional checks were performed.

% WO worked on

What do you see: Weekly number of checked cars expressed as a percentage of the total number of cars

What does it say: Percentages of appointments that have status higher than New Entries, Assumption Control and Working on Control

What is good: When the percentage of cars checked is higher than 80%

% Sold items

What do you see: Number of items sold expressed as a percentage of total items found

What does it say: Average ratio of critical and advice points sold versus critical and advice points found expressed in percentages

What is good: When the percentage of sold items is higher than 65%.

Canceled appointments

WO Count: Total number of unique appointments.

Canceled Count: Number of appointments that have canceled status (% of WO concerned by it).

Customer No Show: Count of canceled appointment that have for reason selected Customer No Show.

Customer Cancellation: Count of canceled appointment that have for reason selected Customer Cancellation.

Dealer Cancellation: Count of canceled appointment that have for reason selected Dealer Cancellation.

Other Reasons: Count of canceled appointment that have for reason selected Other Reasons.

Employees

Location overview

WO Count: Total number of unique appointments

WO Worked On: Number of appointments that have statuses higher than : New Entries, Assumption Control and Working on Control

% WO Worked On: Percentage of WO Worked out of the total of WO.

Check Count: Count of total check performed

Quality Checks: Count of appointments that had quality check

WO Commercial Check %: Percentage of WO Worked that contains a quality check.

AVG QC duration: Average time spent on a quality check

Receptionist Check Count:  Count of receptionist check

WO Receptionist Check%: Percent of checks that were receptionist check

AVG Receptionist Duration: Average time spent on a receptionist check

Mechanic Check Count: Count of mechanick check

WO Mechanic check%: Percent of checks that were mechanick check

AVG Mechanic Duration: Average time mechanic spends per one check.

Commercial Check Count: Count of commercial check

WO Commercial Check %: Percent of checks that were commercial check

Locations commercial overview

WO Count: Total number of unique appointments

Commercial Check Count: Count of commercial check

Average Advised Items: Average of advised items found per check

Average Advised Items Sold: Average of advised items sold

Average Critical Items: Average of critical items found per check

Average Critical Items Sold: Average of critical items sold

Average Sold Items: Average items sold per check

% Sold Items: Percentage of items sold per check

AVG Photo Taken:  Average Amount Of Photos pe check

Average Mechanic Check Time: Average time mechanic spends per check

AVG Offer Ready: Average time it took from the status Calculating to the status Pricing OK.

AVG Customer OK: Average time it took from the status Pricing OK to the status Customer OK.

Communication

The reports in this category do not include data coming from workorders indicated as internal.

Communication overview

Location: Name of the location that sent communications.

WO Count: Total number of unique appointments.

Desk Check-in Answered (WO %): Count of Online Check-In (% of WO concerned by it).

Online Check in (WO %): Count of Online Check-In (% of WO concerned by it).

Online Check-in Opened: Count of check-in and his percentage out of Online Check-in  sent.

Online Check-in Answered: Count of Online Check-In answered and his percentage out of Online Check-in  sent.

Total Check-In Answered (WO%): Sum of Desk and Online Check in was answered and his percentage out of WO Count.

Diagnose Overview (WO %): Count of Diagnose Overview (% of WO concerned by it)..

Diagnose Overview Opened: Count of Diagnose Overview opened and his percentage out of Diagnose Overview  sent.

Diagnose Overview Answered: Count of Diagnose Overview answered and his percentage out of Diagnose Overview  sent.

Repair Overview (WO %): Count of Repair Overview sent (% of WO concerned by it).

Repair Overview Opened: Count of Repair Overview opened and his percentage out of Repair Overview sent.

Online Check-in Performances

Location: Name of the location that sent Online Check-in communications.

Total Services Sent: Total number of extra services that were offered during online check-ins.

When an extra service has a tag, it will add a seperate 'Accepted' column for this extra service. This enables you to keep track of the extra service performances.

Other Accepted: If the accepted checkin services do not have a tag, then they are put in Other. The percentage value is in regard to the total accepted services.

Diagnose Overview Performances

Location: Name of the location that sent Diagnose Overview communications.

Not Answered (Advised items): Count of advised items that were unanswered.

Accepted (Advised items): Count of advised items that were accepted.

Refused (Advised items): Count of advised items that were refused.

Contact Me (Advised items): Count of advised items that customers requested to be contacted.

Accepted (Critical Item): Count of critical items that were accepted.

Refused (Critical Item): Count of critical items that were refused.

Contact Me (Critical Item): Count of critical items that customers requested to be contacted.

SMS Overview (If SMS module is active)

Location: Name of the location that sent SMS

WO Count: Total number of unique appointments.

SMS Sent: Count of Online Check-In (% of WO concerned by it).

Average SMS per WO: Percentage of SMS sent per WO.

SMS Events

Location: Name of the location that sent SMS.

WO Count: Total number of unique appointments.

Online Check-in SMS Sent: Count of Online Check-in SMS sent and his percentage out of all SMS sent.

Online Check-in SMS Confirmation: Count of Online Check-in SMS confirmation sent and his percentage out of all SMS sent.

Keylocker Check-in SMS Sent: Count of Keylocker Check-in SMS sent and his percentage out of all SMS sent.

Diagnose Overview SMS sent: Count of Diagnose Overview SMS sent and his percentage out of all SMS sent.

Diagnose Overview SMS Confirmation: Count of Diagnose Overview SMS Confirmation sent and his percentage out of all SMS sent.

Repair Overview SMS Sent: Count of Repair Overview SMS sent and his percentage out of all SMS sent.

Email statistics

Accepted:  Number of email communication that Mailgun has accepted the request to send/forward the email and the message has been placed in queue.

Delivered: Number of email communication that Mailgun sent the email and it was accepted by the recipient email server.

Failed:  Number of email communication that Mailgun could not deliver the email to the recipient email server.

Stored: Number of times that Mailgun has stored an incoming message.

Complained: Number of email communication that the email recipient clicked on the spam complaint button within their email client. Feedback loops enable the notification to be received by Mailgun.

Note: To see this report, your domain must be verified in the Dealer overview page.

Snooze

Snoozed items

Location: Name of the location.

WO Count: Total number of unique appointments.

Snooze Count: Total number of snoozed items.

Next Visit Customer: Count of snooze with the type Remind Customer selected and his percentage out of the total count of snooze.

Make An Offer: Count of snooze with the type Make An Offer selected and his percentage out of the total count of snooze.

Make New Appointment: Count of snooze with the type Make New Appointment selected and his percentage out of the total count of snooze.

Remind Customer: Count of snooze with the type Remind Customer selected and his percentage out of the total count of snooze.

Next visit customer's departments

Location: Name of the location.

WO Count: Total number of unique appointments.

Snooze Count: Total number of snoozed items for this snooze type.

No Department: Count of snooze for this department and his percentage out of the total count for this snooze type.

Sales: Count of snooze for this department and his percentage out of the total count for this snooze type.

CCC (customer communication center): Count of snooze for this department and his percentage out of the total count for this snooze type.

Body repair: Count of snooze for this department and his percentage out of the total count for this snooze type.

External: Count of snooze for this department and his percentage out of the total count for this snooze type.

Digital (external crm via api): Count of snooze for this department and his percentage out of the total count for this snooze type.

Make offer's departments

Location: Name of the location.

WO Count: Total number of unique appointments.

Snooze Count: Total number of snoozed items for this snooze type.

No Department: Count of snooze for this department and his percentage out of the total count for this snooze type.

Sales: Count of snooze for this department and his percentage out of the total count for this snooze type.

CCC (customer communication center): Count of snooze for this department and his percentage out of the total count for this snooze type.

Body repair: Count of snooze for this department and his percentage out of the total count for this snooze type.

External: Count of snooze for this department and his percentage out of the total count for this snooze type.

Digital (external crm via api): Count of snooze for this department and his percentage out of the total count for this snooze type.

Make new appointment's departments

Location: Name of the location.

WO Count: Total number of unique appointments.

Snooze Count: Total number of snoozed items for this snooze type.

No Department: Count of snooze for this department and his percentage out of the total count for this snooze type.

Sales: Count of snooze for this department and his percentage out of the total count for this snooze type.

CCC (customer communication center): Count of snooze for this department and his percentage out of the total count for this snooze type.

Body repair: Count of snooze for this department and his percentage out of the total count for this snooze type.

External: Count of snooze for this department and his percentage out of the total count for this snooze type.

Digital (external crm via api): Count of snooze for this department and his percentage out of the total count for this snooze type.

Remind customer's departments

Location: Name of the location.

WO Count: Total number of unique appointments.

Snooze Count: Total number of snoozed items for this snooze type.

No Department: Count of snooze for this department and his percentage out of the total count for this snooze type.

Sales: Count of snooze for this department and his percentage out of the total count for this snooze type.

CCC (customer communication center): Count of snooze for this department and his percentage out of the total count for this snooze type.

Body repair: Count of snooze for this department and his percentage out of the total count for this snooze type.

External: Count of snooze for this department and his percentage out of the total count for this snooze type.

Digital (external crm via api): Count of snooze for this department and his percentage out of the total count for this snooze type.

Keylocker

Keylockers Overview

This report shows 2 types of row, one type for the location and one type for the key locker.

Location: Name of the location or keylocker

WO Count: For location is the total number of unique appointments.

Pin from Check-in: 

      Location: Count of Pin generated from Check-in and his percentage out of the total count WO.

      Keylocker: Count of Pin generated from Check-in used on this keylocker and his percentage out of the total count WO.

Pin from Phone #:

      Location: Count of Pin generated when using Phone Number option and his percentage out of the total count WO.

      Keylocker: Count of Pin generated when using Phone Number option used on this keylocker and his percentage out of the total count WO.

Pin from Reg #: 

      Location: Count of Pin generated when using Registration Number option his percentage out of the total count WO.

      Keylocker: Count of Pin generated when using Registration Number option used on this keylocker and his percentage out of the total count WO.

Key Dropped count: Count of appointment with a key dropped and his percentage out of the total count of WO.

Key Drop Back For Appointment: Count of appointment with a key dropped back and his percentage out of the total count WO.

Sharebox overview

Location: Name of the location.

WO Count: Total number of unique appointments.

Sharebox Drop Count: Count of appointment with a key dropped in Sharebox and his percentage out of the total count of WO.

Sharebox Drop Back Count: Count of appointment with a key dropped back in Sharebox and his percentage out of the total count WO.

Quality checks Report

Filters:

• Select QC Status: Filter on status Ok, Ok With Remark, Advised, Necessary or Not Worked On.
• Select Mechanic: Filter on the mechanic who worked on this WO.
• Select QC Officer: Filter on the mechanic who did the quality check on this WO.
• Select a location: Filter on the location.
• Select QC Checklist: Filter on the Quality checklist which is used.

Location: Location the WO is assigned.

WO Date: Appointment date

WO: WO number, if clicked the workorder will open in a new 

Check Date: Date the check was done

Mechanic: Name of mechanic who verified Car Ready status of a checked car

QC Status: Quality Control status. YES represents regular Quality Control inspection without issues. NOK represents inspection with medium or severe issues found.

QC Officer: Name of Mechanic or QC Officer that performed Quality Check

QC Checklist: Name of Quality Checklist used

Remark: Comment related to issues found during Quality Check

Tyres

Tyre Overview

Location: Name of the location.

Offered: Amount of offered replacement tyres.

Mounted: Amount of mounted tyres that were offered and accepted.

TyreTeam Overview (If module is active)

Location: Name of the location.

Offered: Amount of offered replacement tyres.

Ordered: Amount of tyres that are ordered through TyreTeam.

Mounted: Amount of mounted tyres that were offered and accepted.

Kiosk

Kiosk overview

Location: Location the WO is assigned.

WO Count: Total number of  appointments.

Started: number of users that started the kiosk.

Completed: number of users who successfully complete the check-in process.

Remarks: total extra remarks added.