The data capture report is accessed via the Data Driver menu option found in: 

• CRM 
• Reports 

The audit facility helps training your service reception staff by highlighting the data missing from individual customer records that each staff member has had contact with in the specified period. 

The customers’ a staff member has had contact with during the specified period will be displayed and the missing data items highlighted in yellow, this report can be printed via the print option shown at the bottom of the screen

The audit report to be review at least on a weekly basis to assess the how well staff members are collecting customer data and where necessary to assist staff members in their data collection techniques. 

Every opportunity should be taken to check and update customer data which means verifying the details stored at every point the customer has any interaction with the service department, it should not be assumed that nothing has changed since the last time the customer was contacted

Current Drifting customers can bee seen anytime by simply selecting the Drifting option as shown below, those customers that are in the drifting range will be shown, the default for this is 15-16 months since last visit. 

Customers in this zone may still be recoverable and various actions could be considered to return them to an active status, possibly a discount offer or free valet would help facilitate this. 

Or you may decide to simply call these customers directly, on a tidy and up-to-date database there should only be a small number each day that fall into this category. 

The easiest way to do this is to setup a standard letter which could be processed automatically in the weekly letter run. 

New letters can be configured via the CRM contact schedule, select a free letter number and complete the conditions form, if you need assistance in setting this up please contact our support team on 01625 428220

Don’t waste too much time on the Lapsed Customers. We can show that you are really only going to get about 1% return from any effort that you put this way. 

Leave them to Car Sales to pick up and sell them a new car and put them back in as a Current Customer

But you do need to review these customers in case there are that you believe you can recover, those you can’t should be Lapsed on the system, to do this simply click the Update button, whilst this will not delete those customers, they will be lapsed on the system and side-lined from further communications

A manager should review all “Book me in requests” at least on a weekly basis to ensure all requests are being actioned in a timely fashion. It is important that these requests are processed as quickly as possible to maximise the opportunities presented

Further to section above, a manager should review individual staff data collection performance and compare their performance to the previous month. 

Data collection is one of the most important aspects of effectively running the system, accurate and up-to-date data is critical in order to be able to reach those active customers that will return time and time again. 

It would be stressed to all staff that both customer and vehicle records need to be setup correctly and to ensure that all data is completed, particularly, mobile numbers, home telephone numbers, email addresses and postal addresses. 

Review and take actions on dissatisfaction reasons. 

You can access a list of all dissatisfaction results by accessing the Loyalty Driver system 

• Click Workshop 
• Click Booking Requests 
• Action Tab – Select required period 
• Select Outcome Tab 

The Status column will indicate the dissatisfaction reason, by clicking the heading at the top of the list the data will be sorted in order of the reason status. 

This list may then be printed by selecting the Print button shown at the bottom of the page.