Contacts
What’s the different between a contact and a follow-up?
Contact:
A contact refers to any day-to-day interaction between you and your customers such as a phone call, text, email, or in person visit. Each contact is one communication action, so you will have multiple contacts for every customer.
Follow-up:
You should create a follow up contact if you have had communication with a customer that requires further action or if you have tried to contact a customer but were unable to complete the interaction at the initial scheduled time and want a reminder for a later date.
How can I view all my contacts?
All contacts that have been created are stored in the Manage Contacts screen. Through the different available search filters, these contacts can be filtered down by: account, associated sales rep, contact date, status, mode of contact, and more.
It does not matter it if came from me or another rep. How can I view all contacts made to a specific customer?
Manage Contacts contains a list of all contacts. Use the filter to search by a specific Account # to see a full list of previous contacts within a desired time period.
A simple way to see a complete Contact History is also by adding a Contact or editing an existing contact. The bottom of the screen has a section titled ‘Contact History’ which lists out all prior contacts to this customer.
How do I know which contacts are still open that I need to close?
Contacts can be viewed in several locations. Listed below are two screens where contacts can be viewed along that can help you identify contacts that should be closed.
Contact Activity Calendar
The Contact Activity Calendar provides a visual and easy to understand view of your contacts. By default, only contacts that are open are visible on the calendar. Locate your name in the ‘Sales Rep’ section on the bottom left of the screen and select the checkbox beside it. This will hide all contacts belonging to other sales reps.
Manage Contacts
Upon entering the screen, define the following filters
- Sales Rep > Locate yourself
- Define the ‘Present Period’ dropdown or manually update the Contact Date timeframe
- Status > Select ‘Open’
Any open contacts prior to the current date require your attention. This could be closing, adding a follow-up, or pushing the planned contact date out to some point in the future.
How do I close a contact?
Contacts can be closed through multiple locations within the portal. Listed below are 2 of the most popular:
Manage Contacts
The first column contains a 3 dot icon. Selecting this icon besides any contact will bring up the ‘Edit Contact’ screen. Here you have the option to change the Status of any contact from ‘Open’ to ‘Close’.
Contact Activity Calendar
Simply click on any contact visible within the calendar. Within the popup window there is a pencil icon. Selecting this icon will allow you to edit a contact and change the Status from ‘Open’ to ‘Close’.
SMART Maps
How can I view only my customers on SMART Maps?
Any Sales Rep can use the filter within SMART Maps to view only their customers within the map. Selecting the ‘Customer’ icon on the slide out menu will bring up a dropdown with a list of all ‘Sales Rep’ at your dealer. Selecting your name will update the map to only show customers where you have been assigned as the ‘Sales Rep’.
What do the different color dots on the map represent?
Customers are color coded based on their current customer segmentation.
- Active: Last purchase date is within the last 90 days
- Inactive: Last purchase date is >90 days
- Prospect: No purchase history
A legend can also be found by highlighting your cursor over the ‘i’ icon found in the top right corner of the SMART Maps slide out menu.
How can I view customers on the way to a destination?
Locate your desired destination by locating their colored dot on the map. Clicking the dot will bring up a pop-up window with more details for this customer. The blue button in the bottom left corner is titled ‘Get Customers on Route’. Selecting this button will hide all other customers not on the route from the map and generate directions.
To view a full list of all customers that are on the route and visible on the map, select the ‘Add to SMART Tab’ button. From the SMART tab you have the option of viewing a list of these customers or downloading an Excel file with the full list of these customers.