Send a diagnostic overview
This
overview allows you to communicate the status of the car and additional work
directly from Claire to your customer. This can be done either by e-mail or
SMS. Once the customer has approved the additional work, it will appear on the
work order in Claire.
How is
the diagnostic overview sent?
As soon
as the mechanic has completed the check, the reception can immediately price
the additional work and send the items to the customer.
Click
on the Customer Communication button in the top right corner of the work order:
A
pop-up window will appear. In the upper part of this window, you will see a
dropdown where you can select the desired e-mail address. In the note field,
you can add text you wish to share with your customer:
View
all the work you want to send to the customer. An eye icon is shown next to
each item. This icon shows whether it is visible to the customer. If you would
like to hide a particular work item, make sure you select the correct icon.
|
|
Send to the customer / show in the diagnostic overview |
|
|
Do not send to the customer / do not show in the diagnostic overview |
Click Send in
the bottom right corner - the diagnostic overview will be sent to the customer.
The
work order gets a new status.
On the
work order detail page, you will see in the status bar that the diagnostic
overview has been sent to the customer:
When
the customer receives the e-mail, they will see an "Open" button.
As soon
as the customer clicks on it, you will see a new notification in the status
bar:
The
following status in the status bar appears if the customer has responded to the
offer:
What
does your customer see in the diagnostic overview?
The
link (Open button) in the e-mail leads the customer to a web page, which can be
customised entirely in your corporate identity.
The welcome screen will be displayed:
When
the customer closes the window, the diagnostic overview opens with a list of
planned work and found items, divided into 4 categories:
1.
Scheduled services
2.
Necessary items
3.
Recommended items
4. Checked items that work properly
The
customer makes their decision for each item listed.
For
advised items, a "do not agree" option can be activated.
At the
end of the overview, your customer gets the opportunity to add any additional
comments:
On the
right-hand side of the overview, th
e customer sees the selected
work in 3 parts:
- Scheduled services
- Additional items to repair (answered with the shopping basket icon)
- You will be contacted for ... (answered with the phone icon)
The
customer has an immediate overview of the prices (if set on location), budget
(prices incl.
VAT) and total VAT.
The visibility of prices depends on your DMS and can be displayed per
location.
What
does the receptionist see after the customer has answered?
The receptionist
can see that the customer has responded to the diagnostic overview in the
Appointment list:
If you
open the work order you will be directed to the appointment detail page, where
you have a complete overview.
On the
appointment detail page of the WO, the receptionist has an overview of items
the customer has responded to.
These
responses are added in the column next to the pin and snooze button. Each
response is displayed with one of the following icons:
|
1. |
|
Customer wants to repair this item |
|
2. |
|
Customer does not want to repair this item |
|
3. |
|
Customer wishes to be contacted |
|
4. |
|
Customer did not answer / not applicable |
Authorise
work:
the receptionist must indicate with thumbs up /
thumbs down what the customer's choice is. This allows the mechanic to see what
he is authorised to do.
In
Important items, a Customer Communication log appears with
comments and questions from the customer (if filled in by the customer).
Click
on the cross to indicate that the customer remark has been read.
You can
also share the remark and make the attached video and image visible to the
mechanics.
Click
on the button that is indicated by the red arrow in the image below:
The
following window opens. Enable the "Visible to mechanic"
button:
Once
this is done, mechanics will see the comments in the appointment detail page:
Customer
communication log
Clicking
on the Customer Communication log icon opens a new window displaying a log of
answered communications. The summary includes the date and time of sent and/or
replied emails, along with customer details such as name, email address, and IP
address.
If any
changes have been made to the quotation, the diagnostic summary can be sent
again.
Related Articles
Send diagnose overview (V8)
With this feature, you can communicate the status of the car and any additional work from Claire to your customers in a single overview. This can be done via email or SMS. Once the customer has approved the additional work, it will be clearly visible ...Claire klantcommunicatie module
Claire’s customer communication module makes it easy to digitally inform customers about their workshop appointments. This not only increases customer satisfaction, but also reduces workload on the front desk. With this module, you can: 1. Allow ...Convert to intervention (V8)
In V8, interventions are only editable when they are in the interventions tab. Here can you add information, such as a warranty pin or attachments. In addition, only these interventions are visible in customer communications. Note: You can only send ...Send repair overview (V8)
This feature is part of the Customer Communication module and allows you to inform your client on the final outcome of the appointment that has been completed on his vehicle. The report includes the following information: General information about ...Customer communication settings (V8)
The Customer communication settings page can be found in the hamburger menu: At the top of the page, you will see several headings. Clicking on one of these headings will automatically scroll you to the desired section. Additionally, the save button ...