Inleiding

Beschrijving

Deze rapporten helpen jou een overzicht te krijgen van het algemene gebruik van Claires processen voor meerdere locaties. Deze rapporten stellen jou in staat de locaties binnen je groep te vergelijken en te zien of benchmarks zijn behaald.

Toegang tot de grafieken

Klik in het hamburgermenu op Dealer Rapportage.

Selecteer de gewenste periode

Standaard beslaan de grafieken de afgelopen 7 dagen. Jij kunt kiezen tussen de laatste 7, 30, 90 dagen of een aangepaste periode door de dropdown in de rechterbovenhoek te openen.

Let op: Een aangepaste datumfilter heeft een maximale reeks van 90 dagen.

Selecteer het type rapport

Standaard worden de grafieken getoond die afspraken betreffen. Je kunt kiezen uit verschillende rapporten in de dropdown Rapporten: Afspraken, Medewerkers, Communicatie (indien de Klantcommunicatie module is geactiveerd), Snooze, Sleutelkluizen, Kwaliteitscontrole, Banden en Kiosk.

Selecteer het type WO

Standaard tonen de grafieken alle WO-types (Alle). Door op de dropdown WO filter te klikken, kun jij kiezen tussen verschillende typen WO: Alle, Intern, Lease of Particulier/Bedrijf (alles behalve Intern/Lease).

Legenda voor kleuren:

Algemene percentagekleuren volgen de regel:

• 0-25 - Rood
• 25-50 - Oranje
• 50-80 - Groen
• 80+ - Donkergroen

Afspraken

Locatie overzicht

Aantal WO: Totaal aantal unieke afspraken.

Geclairde WO Aantal: Aantal afspraken waarbij een controle is uitgevoerd. Dit kan een Aanname, Commerciële controle, Kwaliteitscontrole etc. zijn.

WO Voltooid: Totaal aantal voltooide afspraken (WO in status Auto gereed en Kwaliteitscontrole gedaan).

Commerciële WO Aantal: Aantal afspraken waarbij een commerciële controle is uitgevoerd.

Aantal Checks: Totaal aantal uitgevoerde controles.

Aantal Commerciële Checks: Totaal aantal uitgevoerde commerciële controles.

Gemiddeld Advies Punten: Gemiddelde van gevonden geadviseerde items per afspraak. Dit neemt de gemiddelden van Aantal WO.

Gemiddeld Omgezette/Verbonden Advies Punten: Gemiddelde van geadviseerde items die zijn gekoppeld of omgezet naar een interventie.

Gemiddeld Advies Punten Verkocht: Gemiddelde van verkochte geadviseerde items.

Gemiddeld Gerepareerde Advies Punten: Gemiddelde van geadviseerde items die door een monteur zijn gerepareerd.

Gemiddeld Noodzakelijke Punten: Gemiddelde van gevonden noodzakelijke items per afspraak. Dit neemt de gemiddelden van Aantal WO.

Gemiddeld Omgezette/Verbonden Noodzakelijke Punten: Gemiddelde van noodzakelijke items die zijn gekoppeld of omgezet naar een interventie.

Gemiddeld Noodzakelijke Punten Verkocht: Gemiddelde van verkochte noodzakelijke items.

Gemiddeld Gerepareerde Noodzakelijke Punten: Gemiddelde van noodzakelijke items die door een monteur zijn gerepareerd.

Lease overzicht

Aantal WO: Totaal aantal unieke afspraken.

Lease WO Aantal: Aantal afspraken gekoppeld aan een lease.

Geclairde WO Aantal: Aantal afspraken gekoppeld aan een lease waarbij een controle is uitgevoerd. Dit kan een Aanname, Commerciële controle, Kwaliteitscontrole etc. zijn.

Commerciële WO Aantal: Aantal afspraken gekoppeld aan een lease waarbij een commerciële controle is uitgevoerd.

Aantal Checks: Totaal aantal uitgevoerde controles.

Aantal Commerciële Checks: Totaal aantal uitgevoerde commerciële controles.

Gemiddeld Advies Punten: Gemiddelde van gevonden geadviseerde items per controle.

Gemiddeld Advies Punten Verkocht: Gemiddelde van verkochte geadviseerde items.

% Verkochte Advies Punten: Percentage verkochte items per controle.

Gemiddeld Noodzakelijke Punten: Gemiddelde van gevonden noodzakelijke items per controle.

Gemiddeld Noodzakelijke Punten Verkocht: Gemiddelde van verkochte noodzakelijke items.

% Verkochte Noodzakelijke Punten: Percentage verkochte noodzakelijke items per controle.

% Verkochte Items: Percentage verkochte items per controle.

Terugkerende auto's

Locatie: Naam van de locatie.

Totaal Auto's: Totaal aantal auto's in de geselecteerde periode.

Terugkerende Auto's: Aantal auto's die de afgelopen 4 weken 1 of meer terugkerende controles hadden.

Terugkerende Auto's Niet Geclaired: Aantal auto's die als terugkerend waren gemarkeerd, maar waarbij geen aanvullende controles werden uitgevoerd.

% WO aan gewerkt

Wat zie je: Wekelijks aantal gecontroleerde auto's uitgedrukt als een percentage van het totale aantal auto's.

Wat staat er: Percentages van afspraken die een status hebben hoger dan New Entries, Assumption Control and Working on Control.

Wat is goed: Wanneer het percentage gecontroleerde auto's hoger is dan 80%.

% Verkochte items

Wat zie je: Aantal verkochte items uitgedrukt als een percentage van het totaal aantal gevonden items.

Wat staat er: Gemiddelde verhouding van verkochte noodzakelijke- en adviespunten versus gevonden noodzakelijke- en adviespunten, uitgedrukt in percentages.

Wat is goed: Wanneer het percentage verkochte items hoger is dan 65%.

Geannuleerde afspraken

Aantal WO: Totaal aantal unieke afspraken.

Aantal Annuleringen: Aantal afspraken met de status Geannuleerd (% van de betreffende WO's).

Geannuleerd Door Klant: Aantal geannuleerde afspraken met als reden 'Klant niet op komen dagen'.

Klant Niet Gekomen: Aantal geannuleerde afspraken met als reden 'Annulering door klant'.

Geannuleerd in het DMS: Aantal geannuleerde afspraken die vanuit het DMS zijn geannuleerd.

Geannuleerd Door Dealer: Aantal geannuleerde afspraken met als reden 'Annulering door dealer'.

Employees

Location overview

WO Count: Total number of unique appointments.

WO Worked On: Number of appointments where a check is done. This can be an Aanname, Commercial check, Quality check etc.

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

Check Count: Count of total check performed.

Quality Check Count: Count of appointments that had quality check.

WO Quality 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.

Colour explanation:

Quality check 

• 0-20 - red
• 20+ - dark green

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.

Average Receptionist Check Time: Average time receptionist spends per check.

For average photos taken: 

• 0-5 - red
• 5+ - dark green

For average sold items:

• 0-40 - red
• 40-65 - orange
• 65+ - dark green

User report

Threshold

Above some columns you can set the minimum threshold that needs to be archieved. This is only for users with the role Dealer Admin or higher. Receptionist can only view these in read-only.

• The number is red if the number is below the set threshold in the red field.
• The number is green if the number is above the set threshold in the green field.
• The number is displayed as normal if the number is between the red and green threshold.

With the small arrow near the column name, you can change the fields from ascending to descending.

Name: Name of the user.

Location: Name of the location.

Role: Role of the user.

WO location: Amount of WO on this location.

WO handled: Amount of WO that are handled by this user.

Initial checks: The number of initial checks performed by this user.

Commercial checks: The number of commercial checks performed by this user.

Items found: Items found by this user during a check.

Photos/videos: Total amount of photos and videos added by this user.

Non commercial checks: The number of non commercial checks performed by this user.

Extra parts: The number of extra parts checks performed by this user.

Warranty checks: The number of warranty checks performed by this user.

Checks done: Amount of checks completed by this user.

Calculating: Amount of time this user changed the status of a WO to calculating.

Pricing OK: Amount of time this user changed the status of a WO to pricing OK.

Info: Amount of time this user changed the status of a WO to info.

Customer OK: Amount of time this user changed the status of a WO to customer OK.

Car ready: Amount of time this user put the car on ready on tablet or changed the status to car ready on the appointment detailpage.

Quality control: The number of quality control checks performed by this user.

Extra services: The number of extra services added by the customer that this user completed.

Diagnose overview: Amount of times this user send a diagnose overview.

Repair overview: Amount of times this this user send a repair overview.

Desk check-in: Amount of times this user initiated a desk check-in.

Desk check-out: Amount of times this user initiated a desk check-out.

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).

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

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

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 send the online check-in.

Total services sent: Total amount of extra services that were offered during online check-ins.

Total services accepted: Total amount of extra services that are accepted during the online check-in.

When an extra service has a tag, it will add a seperate column for this extra service with the name of the tag. This will display the amount of time this is accepted and enables you to keep track of the extra service performances.

Others: If an accepted checkin service does not have a tag, then it is put in Others. 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.

Not Answered (Critica items): Count of critical items that were unanswered.

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

Location: Name of the location or keylocker

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

Key Drop Check In: 

      Location: amount of pins generated from check-in and the percentage out of WO Count.

      Keylocker: amount of pins generated from check-in used on this keylocker and the percentage out of WO Count.

Key Drop Phone Number:

      Location: amount of pins generated when using Phone Number option and the percentage out of WO Count.

      Keylocker: amount of pins generated when using Phone Number option used on this keylocker and the percentage out of WO Count.

Key Drop Reg Number:

      Location: amount of pins generated when using Registration Number option and the percentage out of WO Count.

      Keylocker: amount of pins generated when using Registration Number option used on this keylocker and the percentage out of WO Count.

Key Dropped (WO%):  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

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

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.

OK With Note:  Acceptable (OK) comment but includes a note for minor observations or clarifications.

Advised Remarks: Advised comment related to issues found during Quality Check.

Critical Remarks: Critical 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

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.