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APPOINTMENT LEDGER

SETUP & USAGE

GUIDE

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TABLE OF CONTENTS

Welcome to the Appointment Ledger Setup & Usage Guide. The Appointment Ledger application enables you to manage appointments for multiple departments independently. It not only accept appointments from both your Online and Mobile Service Schedulers, but integrates with most DMS systems to pull appointments scheduled from there also.

You have completed the webinar and are now ready to configure your departments, set up teams as needed, and add or remove users to enable usage of the Appointment Ledger. This document provides you with a step-by-step guide for implementing the Appointment Ledger at your dealership.

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LOGIN 1

SET-UP 3

BLOCKED TIMES 10

BLOCKING BY ADVISOR 12

NAVIGATION 14

VIEWS 15

IMPORTING APPOINTMENTS 18

ADDITIONAL INFORMATION 26

APPOINTMENT LEDGER

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Click on wiADVISOR Tools.

Log into the Appointment Ledger from wiADVISOR by completing the following steps:

Click on the three horizontal lines at the top right of the dashboard from any screen.

LOGIN

Under the Marketing Tools tab on the left, click Appointment Ledger. (Note: Make sure pop-up blockers are disabled. The area at the far right of address bar displays a pop-up blocker icon. They can be disabled from there.)

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If you enter the site Chrysler.advisordashboard.net and see the following screen (Dealership name not next to Welcome (your name of (dealership name), then click the three dots (…) (See screen below)

You will see your dealership name, click it to highlight, and then hit select. (See below)

Then once again, select the Appointment Ledger on the Marketing Tools tab. You should now see the Appointment Ledger.

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If you do not see the above screen, be sure you clicked on “Configuration” (you might be on the dashboard).

Now that you are in the Appointment Ledger for your dealership, make sure you are in the configuration section. To do this, click on “Configuration” (see arrow below). Your default department (or main department) will be configured with the hours and the advisors that were pulled from DealerCONNECT. If there are any inconsistencies, they can easily be edited here.

Click on the black box next to your department. Note: At this point, if you do not see the black box, contact the help desk at (888) wiTECH-1 or (888) 948-3241.

SET-UP

You should now see a screen that looks like the one below.

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Click the check boxes for the days you are open and adjust the hours for each day as needed 1 . Set the time interval between appointments using the drop down box 2 . The dealer will determine this based on what he feels is the proper amount of time needed to write-up the customer. In the example above, the application is set to allow 15 minutes between appointments. Use the drop down box to change this and be sure and click save (at bottom) to initiate the changes.

Next you can set the number of appointments that you will accept per time segment 3 . For example, if you have 5 advisors and wish to keep 2 available for walk-ins, then set 3 appointments as the maximum number of appointments you would accept for that time segment. The Appointment Ledger will accept a maximum of 10 appointments per time segment. You can go back to “Configure” at any time and change any of these settings as needed. Please note, if you already had the maximum number of appointments booked for a particular time segment, then changed your settings and reduced that number of appointments allowed, the appointments already set would remain. You will not be able to schedule more appointments than advisors as the Appointment Ledger only allows one appointment per advisor per time slot. Keep in mind that the Appointment Ledger only manages the number of appointments made through the Appointment Ledger or the Online Service Scheduler (OSS). You can make as many appointments in your DMS as the DMS allows. Appointments booked in the DMS directly will display in the Appointment Ledger for ADP, DealerTrack, AutoMate (Reynolds and PBS do not provide an appointment feed at this time). Because of that you can potentially book more appointments in a particular time slot than you intended.

This department will be defaulted to the “Main” department. It is mandatory that there is one department marked as Main, otherwise, the Appointment Ledger will not work. All leads from online and the DMS come into the Main department. Most stores only set up a main department. However, you can set up multiple departments, but must handle the entry into those departments manually. Only one department can be marked as “Main.”

Finally, 4 is the email address confirmation emails will be sent from when sent from the Appointment Ledger. You can change this to any active email address at any time.Be sure to click SAVE at the bottom of the screen.

Next Step - Setting up Advisors.

You will need to verify that your teams and available advisors are correct. While still in the “Configuration” section under “Department,” click on the tab called “Teams.”

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Click on the black box to the right of the team you wish to view 1 . By default, there will be only one team created.

Each dealership will have a default team for their default “Main” department. Chrysler QA-Service is the default team in the above example. If you do not have a default team, then call the wiADVISOR Help Desk and you will be walked through the setup. (Note: There has to be at least one team set up in a department.)

When you have clicked on the team, you will see a popup like this with all of the team members listed. Simply check the members that you will be scheduling appointments for. In most stores, this will just be the service advisors. However, if your dealership schedules appointments in the name of a BDC representative or cashier, make sure you check their names also. (Note: If a person is missing from this list, we will discuss how to add them next.)

Keep in mind that only people with Service Advisor access can assign appointments. If your dealership assigns appointments to a Service Manager, then you will have to modify your position/access rights in DealerCONNECT. Have your internal DealerCONNECT admin set your primary position as a Service Manager (which is normally already completed) and add a secondary position as a Service Advisor. This will allow that manager to appear in the Appointment Ledger and be assigned appointments.

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Name the next department 1 and then click Save button 2 .

Next, select the team you wish to either verify or edit (add/delete advisors). 1

Once you select a department, you will see a list of available advisors 1 . These were set up in the OMM admin by automatically pulling the information from DealerCONNECT. Put a check mark next to the personnel belonging in that department. Click the Save button to initiate the changes. These selections can be edited at any time.

If you do run teams, click on the “Create Teams” button (green button on far right) and name another department 1 . You will have to do this for each team.

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Note: An advisor can be in more than one department, however, when an appointment is booked for them, the appointment will show in each of the departments that he/she is associated with. This prevents advisors from being booked in multiple departments at the same time.

ADDING A DEPARTMENT

You can click “Configuration” 1 at the top and go back to the main configure screen. This is where you can add additional departments (such as detail, body shop estimating, etc.) by clicking on Create department button 2 . Go through the exact same steps: Name the department, set up team and assign users (advisors) to the team. You may add an unlimited number of departments and teams within the department.

Name the department 1 and click the Save button 2 .

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Configure the time segments 1 you wish to set, the number of appointments 2 accepted per time segment, the hours 3 and finally click Save button 4 .

Next, click on the Teams tab 1 , Create team button 2 , name the team 3 , click the Save button 4 .

Click on the team 1 .

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Click on the appropriate advisors that you want assigned 1 to this team and click the Save button 2 . You have now set up the department. If you need additional departments, repeat this process.

Note: All appointments that are scheduled from the web or in your DMS will appear in the department marked as “Main” or the default department. You will have to manually move these to other departments. If you schedule the appointment directly from the Appointment Ledger, you will be able to select the department that it belongs to (discussed later on in this document).

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Select your department, and click the Calendar tab 1 .

You have the ability to go into to the Appointment Ledger block specific times. For example, you might not want to book any appointments between noon and 1PM.

BLOCKED TIMES

This will display a matrix of all of your appointment slots for that department. If you wish to prevent appointments being booked through the Appointment Ledger at a particular time during the hours you have selected, click on the corresponding green square to block that time.

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In the example above, the times between noon and 1PM have been blocked 1 from scheduling appointments on Monday through Friday. You may do the same with any other times that are marked in green. Please note the gray areas. These fall outside of the “open” hours that you established earlier. You will also want to decide which time slots to block at the end of the day to cut off appointments before closing. If you close at 6:00 PM and do not want appointments in the last hour, then block all appointments after 5:00 PM. Ensure you click the Save button at the bottom before you exit.

Note: Depending on the dealer’s DMS settings, a dealer could schedule an appointment in one of these “blocked” times if they scheduled it using the DMS as opposed to the Appointment Ledger.

Finally, you can block Holidays.

Click on the Holidays tab.

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Click on the specific days your department is closed and click the Save button at the bottom of the screen.

There is one more area in configuration that is optional to set up. After you finished configuring your departments and teams, the advisors are always available. You can block their days off by doing the following.

BLOCKING BY ADVISOR

Go back to “Configuration,” click on it, and you will see a drop down. Select the option called Service Advisors.

This will display a list of all of the available advisors. Select the advisor you wish to work with first, click on the black box to the far right of their name.

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This will bring up a calendar. Click the dates the advisor is off (either regular days off or vacation) and then click Save. The advisor will not be available on those days. If the advisor already has an appointment scheduled for one of those days off, the appointment will still show and the dealership will handle accordingly on the drive.

Next click on “Dashboard” in the black navigation bar at the top. The next section will outline navigation in the Appointment Ledger.

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NAVIGATION

First, select the department you wish to work with 1 . The main or default department will always appear first. The other departments will be sorted in alphabetical order.

Get in the habit of clicking “Refresh” 2 when utilizing the Appointment Ledger dashboard. This will ensure that you have the latest information.

Next, select the start date 3 you wish to display. Or, in the case of the week, month and list view, select the starting date that wish to display from.

You can view the entire department (default view including all teams and all advisors), or you can use filters to view select teams by clicking on the By Advisor drop down 4 .

By selecting Repeat Repair, Special Order Parts or both 5 , you can view only the appointments that match these criteria. Be sure and de-select these filters to go back and look at the entire appointment schedule.

Finally, to add an appointment manually into the Appointment Ledger, click on the Add Appointment button 6 .

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VIEWSThere are five “Views”: Day View, Week View, Month View, List View, and Search.

The Day View will display all of the appointments for that day by department 1 . Scroll up or down to see all of the appointments. The rows are broken down by the appointment interval that was set earlier. In the example above, appointments are allowed every 15 minutes, so you see the time segments displayed in that manner. Each appointment 2 displays the customer’s name, phone number, vehicle, advisor’s name, hours requested based on services selected, transportation icon, Special Order Parts/Repeat Repair Flag, Status, and the source that generated the appointment. Clicking on an individual appointment will display all of the details associated with that appointment.

Appointments have color-coded bars at the top of each appointment box. These colors represent the status of the appointment. Green represents a booked appointment. Red identifies a missed appointment (not shown). This is automatically changed by the application if the DMS does not show activity on this vehicle within an hour of the appointment. The Gold is for a shown appointment (system recognizes the vehicle being in for service or the flag can be manually set).

Note: You can scroll over a time interval and you will notice that line become highlighted as well as displaying a message that says Block. Click on the Block icon and you will no longer be able to schedule appointments in that time interval for that day. See screen shot below.

DAY VIEW

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WEEK VIEW

The week view displays all time slots for each day of the week. The individual appointments display the same data as the Day view. If you are using a smaller screen, you will have to scroll to see Saturday, or switch to day view and select Saturday’s date. Notice that this dealership is closed for July 4th.

MONTH VIEW

The month view displays the total number of open and booked appointments per day. This will give the dealer an idea of the traffic load on the drive. Click on a day to go to the Day view for that particular date and schedule an appointment. Once again, this can be looked at by department.

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LIST VIEW

The List View is designed for reminder phone calls to customers with appointments. Starting from the date selected 1 , it displays 2 the customer name, phone number if available, vehicle, advisor name, status, hours scheduled, transportation icons, and appointment source.

SEARCH

The search feature is used to locate an existing appointment. It displays any appointment in the future as well as going 12 months prior.

You can search by the full name, partial name, phone number, or year, make, and model of the vehicle. It will display all of the matching appointments (future and past). Click on any appointment to view the specific details.

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Appointments are imported to the Appointment Ledger in one of three ways.

• wiADVISOR’s Online Service Scheduler (OSS) or Mobile Scheduler

• From DMS appointment feed (ADP, DealerTrack, AutoMate)

• Manually entered in Appointment Ledger

By now, you should have received your link to install the Online Service Scheduler on your Dealer.com website (or any other dealer website provider of your choice). Any leads from the OSS will automatically get entered into your Appointment Ledger. If you need assistance with this, call the help line.

There is also an automated process that will query your DMS and look for appointments that were entered into your DMS. It will then populate these appointments in the Appointment Ledger. See the chart below to see the frequency of the DMS appointment feed.

DMS APPOINTMENT EXTRACT SCHEDULE

ADP Every 30 minutes

DealerTrack Every 30 minutes

AutoMate Real time updates

Reynolds & Reynolds

No Appointment extract provided by DMS. Please ensure appointment is scheduled through one of wiADVISOR scheduling tools – Online Appointment Scheduler or Appointment Ledger to ensure appointment record exists in wiADVISOR

AutosoftNo Appointment extract provided by DMS. Please ensure appointment is scheduled through one of wiADVISOR scheduling tools – Online Appointment Scheduler or Appointment Ledger to ensure appointment record exists in wiADVISOR

PBSNo Appointment extract provided by DMS. Please ensure appointment is scheduled through one of wiADVISOR scheduling tools – Online Appointment Scheduler or Appointment Ledger to ensure appointment record exists in wiADVISOR

IMPORTING APPOINTMENTS

Note: We recommend that you use the Appointment Ledger to schedule all of your appointments. There is a potential for conflict if you scheduled an appointment in your DMS and then tried to write up that appointment before the automatic download from the DMS occurred. This will result in an error and force you to cancel the appointment.

Also, take full advantage of the wiADVISOR Dashboard. You will want to use the Appointment Ledger wherever possible to schedule appointments. When you utilize the wiADVISOR tools to schedule the appointment, it not only denotes the appointment when the vehicle is called up on the dashboard, but selected services are pre-checked and comments are added. The DMS appointment feed does not push these features over to the wiADVISOR Dashboard.

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The final way to populate appointments is to manually add them in the Appointment Ledger.

On the dashboard, click on Add Appointment 1 . There are two options you can choose from: New Customer or Existing Customer.

If it is a new customer, select New Customer from the drop down. (See below)

Then fill in customers first and last name and the country. If the country is the United States, use US. (Do not spell out Country or use USA as the DMS will not accept it). If you have the full VIN, either type or paste it in and then hit the Decode VIN Button.

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Otherwise, use the drop down boxes to select the Manufacturer, Yr, Model, Transmission, and Mileage and click Suggest Services.

Unless you have entered a VIN, the DMS will not store the address, phone number or email, so you should enter those in the Other Reasons. Once you write the vehicle up on the drive, the customer and vehicle will be associated for next visit. Continue on to see how to handle an existing customer and to complete the appointment.

If you select Existing Customer option above, a new pop-up will show up on the screen where you either search for the customer by name or phone number 1 . Choose either from the drop down, and then enter the name (full, partial, first or last) or phone number in the empty field next to it. Alternatively, you can click on the Create new customer button 2 if the customer was not found through the search.

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Type in the name or number that you are looking for, click Search 1 and the then a list of names will populate. Choose the correct customer 2 by clicking on the black box to the far right of the customer’s name. If the customer owns more than one vehicle, you will be presented with vehicle selection pop-up where you can choose the vehicle you wish to book the appointment for. (See screenshot below)

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This will populate the data. Enter the mileage 1 , click Suggest services button (if you want to see factory and dealer recommended services that are applicable for the entered mileage 2 , check off the appropriate services

3 , choose Department 4 , choose Team 5 if applicable, choose Advisor 6 , choose Date 7 , and choose Time 8 .

Note 1: Choose advisor before selecting the date and time. If you select the date and time before choosing the advisor, the system will reset available dates and times based on the advisor’s availability and you will be forced to re-enter the date and time.

Note 2: If you do not select the “real” advisor from the drop down and leave it as the default of “Any Advisor”, then the system will assign the appointment to a advisor based on a round robin system that looks at who has the least number of appointments booked. Because the DMS requires an advisor for us to push the appointment into the DMS, we have to assign it to an advisor.

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There are several other options available to the person scheduling the appointment. You can check either Repeat Repair or Special Order Parts 1 . The Repeat Repair flag alerts the advisor that this is a Comeback Repair. The Special Order Parts flag alerts the advisor alert the Parts Department. These are manual flags only set by the person making the appointment.

You can also add free form comments in the Other reasons 2 to include additional information not covered by the controls on the screen.

There is also the ability to select transportation options 3 . There is Waiter, Pick-up & Delivery, and Drop Off (these options are set up during the Technical Services Portal call). If you choose Drop Off, you get the following additional choices.

These additional options include Shuttle (if offered), Loaner (if offered), and Rental (if offered). If you chose Pick-up & Delivery, you get two additional fields in which you can enter the address for pickup and the address for delivery (as seen below in 1 ).

After you have completed all of the screens/options, click the Save button ( 2 ) to push the appointment to the Appointment Ledger.

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To change your transportation options, go back to the OMM Admin (as we discussed earlier about adding users) and follow this path: Administration >> OMM Admin >> Configure >> Dealer OMM Website Configuration. See screenshot below.

Once you click on this, you will see the following:

First thing to do is to check the two email addresses. These are the addresses that get notifications of appointments, as well as notifications of email delivery error (bad email address, mailbox full, etc). You must enter both email addresses. If you do not have two people who should receive email addresses, use info@dealer-fx.com for one of the addresses. When you make an appointment using the ledger or the OSS, you should receive the notification via email. If you do not receive the email (check your spam or junk mailbox to be safe), contact the help line.

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To edit the “Transportation Options,” scroll down that page until you see the following (note the highlighted items). Simply check to enable or uncheck to disable. Do not forget to SAVE when you finish your changes.

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For an appointment to push into the DMS error free, several requirements should be met as follows:

• The address must have the country populated. For the United States, the country has to be US (USA will not work).

• If using a State abbreviation, make sure to use the correct two letter designation. If the state was not entered properly, Appointment Ledger will default to the dealer’s state.

• Both the first and last name fields must have characters entered. At this time, we do not handle businesses with only one name field entered. This will become available in a future release.

• At least one factory required or dealer recommended service has to be selected. If you are just entering a comment, then choose a no-cost service like a multi-point inspection. Otherwise, if you create the OPCode called INFO in your DMS, the DMS PUSH will default to to INFO as a selected OPCode so the DMS push will not fail.

Note: If you have Push DMS integration enabled, only services with the OPCodes entered into the system will be available for selection in the Services area. The selected services must have a corresponding OPCode set up in the DMS. If you have completed the pricing requirements for wiADVISOR, you will be good.

• If you activate All Makes and Models, then you need to set up OPCodes in the Pricing for the various makes that you wish to support. Most dealers enter the OPCodes and pricing for the basic maintenance services for the Off Makes such as oil changes, tire rotations, and multi-point inspections. Your Dealer Recommended Services and Customer Concerns will be populated from wiADVISOR. If not, call the wiTECH help line.

• The advisor must be set up with a valid DMS ID (this should be automatic when your DMS is set-up, but occasionally there are errors). Go to Manage Users (like we did earlier in the example where you needed to add a user). Then call up the advisor in question and make sure their DMS ID matches the real DMS ID and make sure that OEM Employee ID = the SID number for Chrysler Group dealers. If it does not match, then go to the portal where you set up your employees in DealerCONNECT, and edit.

The various DMS systems allow different access to the dealer’s data. The chart below spells out the different access.

From Appointment Ledger/OSS Push to: The appointment will be created in the DMS as well as the Appointment Ledger. An online appointment will push to the appointment ledger as well as the DMS.

From wiADVISOR Push to: This does not involve the Appointment Ledger, rather it describes whether wiADVISOR can create an RO or Push info to Appointment, where Advisor can quickly create RO.

Info wiADVISOR Pull form DMS: This describes what data is available to wiADVISOR to populate the Appointment Ledger, for example, if the DMS does not provide the Sales History, then customers who recently purchased a vehicle from your dealership will not show as an existing customer until the first time an RO is pushed. At that time, the customer is added to your wiADVISOR database.

ADDITIONAL INFORMATION

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