Customer page

Note: If the customer does not exist yet, the information on this page will be blank and you will need to complete it.

Check with the customer and add or update any information.

1. A key element of the Customer page is the Customer Vitals indicator. It is a helpful way of identifying where the customer stands in the maintenance life cycle. It provides guidance on how to enhance communication and interact with the customer. The last service visit date and the maintenance interval applicable to the vehicle are taken into account to ensure the proper vitals indicator is shown.
   List of Customer vitals

   Active Customer: Greet the customer by name and welcome them back to the dealership. Also check for declined services.

   Lost Customer: The customer has not returned for service in a significant amount of time. Engage with them and ask what you can do to secure them as a lifelong customer. Explain the dealership's competitive advantages.

   Missed Visit: The customer missed their last visit. Inform them of any missed factory scheduled maintenance and discuss the importance of regular maintenance.

   New Customer: Go the extra mile and show them around, explain the benefits of servicing at your dealership.
   

   Potential Lost Customer: The customer has missed at least two visits. Engage them and find out where they have been having their maintenance performed. Present advantages of using your dealership.

2. The "PRIORity Visit" icon appears if enabled for the dealership.
   List of PRIORity Visit icons

   The "PRIORity Visit" shows the number of days since the last service visit (or '+1 YR' if over a year). The color indicates the time interval:

   • red if 0-30 days
   • yellow if 30-60 days
   • black if more than 60 days
   • indicates the last service was at another dealership. Both the National Service History (NSH) and the current dealership's data are checked for Nissan or Infiniti vehicle service visits to a Nissan or Infiniti US dealership.

   The icon does not appear if there has been no previous visit.

3. Click "Change Customer" to transfer the vehicle to a new or existing customer in the database. Find the customer using name or phone number.

   • If the VIN is not currently in the database, the button appears as “Search Customers” indicating that this is a search for an existing customer to assign this new vehicle to.

4. If the customer information from the database is not current, for example if this is a new vehicle sale, click "Customer Lookup" to initiate a DMS and Maritz Customer National Database search based on VIN.
   Customer Lookup results

   If a Customer Lookup search is done, select from the results found.

   

   Note that:

   • 'CRM' indicates a result from the DFX database.
   • 'DMS' indicates a result from the DMS.
   • 'OEM' indicates a result from the Maritz National Customer Database . Only the first result found from the OEM national database is returned.

   If the customer selected is different from that in the DFX database, the user will be prompted to transfer the vehicle using the existing transfer process.

   Any new information for the VIN is automatically copied to the DFX customer/vehicle database and appears on the Customer page. This will now be the active customer for the VIN whether the write-up is completed or not.

   The vehicle transfer is only for the selected vehicle and not for all VINs associated with the original customer.

   If none of the results are correct, a new customer can be created by clicking "Create a New Customer".

   Note: The DMS search is not available for SERTI.

5. If this is a business vehicle, click the checkmark to flag it.
6. If the county is unknown, it defaults to the first county in the list of all counties in the state/province. Select the correct county based on where the customer lives.
7. Make sure you select the customer's Preferred Contact Method, and enter their email or phone number.

If First Name, Last Name and/or Default Phone Number fields were changed, Advisor Check-In compares the information to the data already recorded before saving the changes:

Customer/Vehicle updates

The following message appears if you move to the next step in the write-up (click "Next") and the name or phone number information has been changed:

• Click "Update Existing Customer" to confirm that the changes should be saved with the existing customer/vehicle record.
• Click "Create New Customer" to save the information as a new customer. The following confirmation message appears asking if all vehicles for the old customer should be transferred to the new:

• Click "Transfer" to confirm the vehicle transfer(s) to the new customer.

Note: In order to prevent bulk transfer errors, an alternate message will appear allowing only the current vehicle to be transferred if the original customer has more than three vehicles. Use your DMS to transfer the remaining vehicles.

Note: If configured for the dealership, the Customer ID from the DMS will be shown (if available):

The Vehicle Information section contains information about the current vehicle. Check the vehicle and update any information.

Note: If the customer does not exist yet in the DMS, the vehicle information on this page will need to be completed.

1. Click "View Warranty" to see warranty information for the vehicle:

2. Service Contract displays green (if enabled) if there is an open service contract.
3. Enter license plate number and vehicle color. These are optional and there are no limitations on, or verification of, the text entered.
4. If the VIN did not decode correctly, use the transmission, engine and drive train drop-down lists to select new values to ensure the correct services and prices are offered. Only valid combinations are possible. Note that:
• The data is saved to the customer/vehicle database whether the write-up is completed or not.
• The selected vehicle specs are remembered for future decoding of the same VIN.
• Service history for this VIN, such as historical maintenance menu PDFs, is not affected.
• If there was an appointment associated with the write-up, the services selected with the appointment are automatically updated to reflect the schedule for the new vehicle specs.
• The year and model cannot be changed without decoding a new VIN.
5. Enter the Odometer reading. This is mandatory. Advisor Check-In offers VIN-specific factory scheduled maintenance, so the correct odometer reading must be entered to drive the correct maintenance offerings.

Note: It is possible to go to the Walk Around page and enter information without first entering the odometer reading.

The Vehicle Health section lists open campaigns for this vehicle such as recalls or service actions.

indicates the category has no items.

indicates the category has one or more items (i.e. recalls.)

Detailed information appears on the Concerns page .

Customer Notes can be viewed, created or updated when completing the write-up by using the "Notes" icon at the bottom of the page.

The following points apply when working with Customer Notes:

• = No Customer Notes yet = Existing Customer Notes for review.

• New or updated notes are only saved to the customer database when the write-up is completed (i.e. the RO is pushed). If you do not complete the write-up, the new or updated notes will not be saved.
• Notes can be captured in and shared across Advisor Check-In, Workspace, Service Dashboard and Appointment Manager. Customer Notes entered in any of these Service Workflow Suite applications can be read, added and updated in the other listed applications.
• There is only one note (i.e. set of text) per customer although it may contain information entered by multiple users from multiple applications.
• Text is free-form and un-edited, to a maximum of 1000 characters.
• A user can update or delete the text in existing Customer Notes using any application, regardless of the original entry point or author.
• Notes are not specific to an appointment or service visit.
• Customer Notes belong to the customer and not the vehicle. They are not transferred when the vehicle is transferred to another customer.
• If a customer has multiple vehicles, the same Customer Notes will appear for all vehicles. Tip: In the case of multiple vehicles, make it clear in the Customer Note which vehicle a specific comment refers to, such as the location of seasonal tires.
• Customer Notes include the user name and timestamp of the most recent update.
• New/updated text will appear the next time a user opens the notes for that customer from any of the applications for any of the customer's vehicles.
• Customer Notes are not pulled from the DMS nor do they update the DMS.