Release Notes
Symptom Survey Enhancements

 

Introduction

Symptom surveys can currently be completed by the customer in Online Scheduler (OS), or by the Advisor in Advisor Check-In, to effectively describe and communicate specific vehicle problem areas.

In order to increase the number of surveys that are completed, a number of enhancements have been made so that the process is easier and more intuitive for the end-user. This in turn should improve Better Fixed Right First Time scores, assist with warranty compliance, and increase overall productivity by eliminating guesswork when trying to understand the customer's concerns.

 

Summary of enhancements:

  • When adding a concern in either OS or Advisor Check-In, the user is clearly prompted to complete one of the available surveys in order to provide more detail. Surveys are still optional.
  • Each completed survey is associated with only one concern in order to avoid confusion when being reviewed during the write-up or the MPI.

 

The changes are described in the following pages.

 

NOTES:

    • Any surveys completed for a future appointment or for a vehicle still in the service lane cannot be converted as part of this implementation. They will be deleted.
    • There are no changes required to the configuration steps.

 

Online Scheduler ENHANCEMENTS

When the customer adds a concern, a new message prompts the user to add more detail than could be included in the comment field.

Note: The Symptom Surveys section has been removed.

 

If the customer chooses to add more details, a list of all available surveys is shown. When an appropriate survey is selected, it opens and can be completed and saved as usual.

Note: All possible survey types are listed regardless of the concern.

After a survey is completed, it appears under the specific concern it relates to. The customer can still edit or remove it if needed, but only one survey can be completed per concern.

Note: Removing a concern also deletes the associated survey.

 

The customer is prompted to complete a survey for each concern they add.

Note: The same type of survey can be used for more than one concern.

 

All completed surveys are included with the appointment summary for final review. They are listed with the associated concern.

Advisor Check-In enhancements

 

Any surveys completed in OS clearly appear on the Concerns page with the associated customer concern. They can be reviewed, edited or deleted as needed by the Advisor.

Note: The Symptom Surveys section has been removed.

 

If the Advisor adds a concern, they are prompted to select from the list of available surveys if more details are needed. If the Advisor selects a survey, it opens and can be completed.

Note: The same type of survey can be used for more than one concern.

 

On the Authorization page, each survey is listed with its associated concern.

Note: Deleting a concern at point also deletes the associated survey.

Technician Inspection enhancements

On the Inspection page, completed surveys can be opened by clicking the "Symptom Survey" icon whenever it appears beside a concern.

Note: The Symptom Surveys section has been removed.

The surveys can also be reviewed on the Approved Services page.