Searching for Customers

To quickly find a customer, select "Search" at the top of the page.

If multi-dealer support is enabled at your dealership, the Search page can be used to search in any one of the dealers in your multi-dealer group at a time. Refer to Multi-dealer support for more information.

Note: The Search function searches the dealership database and the DMS (if the DMS is Auto/Mate, Autosoft, CDK, Reynolds & Reynolds or DealerTrack).

To initiate a search:

  1. Use the 'Search' field to enter all or part of the customer's name, phone number or email. The full 17 character VIN can also be used.
  2. Click the appropriate button to start the search. Matching customers will be listed along with the source of the data ('DFX' or 'DMS').

Note: If a customer has multiple vehicles, each will be listed on a separate line.

From the results the Appointment Coordinator can:

  • Click the chevron (>) beside a search result to show sub-tabs with customer and vehicle data.
  • Click to remove the VIN from the customer record if appropriate. Refer to Removing a vehicle on the Task Details page for more information.
  • Click beside a customer to update their information as described in Updating customer details.
  • Click to schedule an appointment as described in Scheduling an appointment.

Note: To log an inbound call, go to the Tasks sub-tab.

 

Review additional customer and vehicle data in the sub-tabs:

  1. Select Tasks (above) to see the list of phone campaigns that currently include an open or in progress task for the customer and vehicle.
    • Click in a campaign tile to open the associated Task Details page to update and/or close the task if appropriate.

      This is useful in the case where a customer calls into the dealership, as it lets any user who answers the call to quickly find which campaign(s) the customer is associated with regardless of the Appointment Coordinator assigned. It can also be used to identify other tasks that can be closed at the same time you close a related task for the same customer/vehicle.
    • To log an inbound call not associated with an active campaign, click . An Inbound Call List campaign task is automatically created and opens in the Task Details page. Refer to Campaign types for more information about Inbound call list campaigns.

Note: If the Appointment Coordinator does not transfer the call to the assigned Appointment Coordinator and they close the task on the Task Details page, they are logged as the closing Appointment Coordinator.

  1. Select Communication Log to see the history of communications with this customer as described on the Task Details page.
  2. Select Customer Notes to maintain notes about the customer for other users as described on the Task Details page.
  3. Select Service History to see the service log for this vehicle.

 

Click beside a vehicle to book an appointment. Appointment Manager opens in a new browser tab and the Search Results page appears for the selected VIN:

Any existing appointments ('Booked', 'Shown' or 'Missed') will be shown.

  1. Click to create a new appointment, or
  2. Click "Edit" to edit an existing booked appointment.

Note: Refer to the Appointment Manager GuideAppointment Manager Guide for detailed information about creating appointments.