W8TER.COM Tutorial

Overview:

Welcome to W8TER.COM, the Customer Service Solution Center. This system is designed to use simple information already being provided to you by the customer. The W8TER system facilitates the process of keeping your customers informed and up-to-date on their individual vehicles service status. In the following Tutorial we will: (1) Take you through entire process step-by-step, and (2) Show you how to keep customers satisfied to increase your Customer Satisfaction Index (CSI).

- Login Screen –

System Login:

The W8TER system requires a Username which will be an email address (business or personal). Each individual has their own password, which will be the word “password” for the first login. Upon login, you will be asked to change your password to a word you will easily remember. Please note: Should you forget your password, simply email our support team at support@w8ter.com.

- Customer Q Screen -

Customer Q:

The Customer Q screen is the “Heart” of the system. It displays the customers who are waiting for their vehicles in for service in pick-up time order (Time Ready). The vehicles ready time reads from top to bottom, top being the vehicle which will be ready first. The screen automatically updates every minute so the customer can keep a constant watch on their vehicle progress.

In addition, the Customers on this screen are Color Coded for easy identification:

BLUE: In service but more than 30 minutes from completion.

GREEN: In service and less than 30 minutes from completion.

RED: Completed and ready for pick-up.

In order for a customer to display on this screen we have to add them to the system. To do so, click the Add New Customer option button located on the left side in the menu section. This will display the following Customer Information screen.

- Customer Information (Add) Screen -

Adding a New Customer:

Enter the customer’s Mobile Number. If the number is found in the system, the screen will automatically display all the previous information about the customer. At this point, you can use this data or edit the data or reenter another mobile number and click the ‘Lookup Icon’ . Note: You do not need to enter mobile number or email address in order for the customer to display on the Customer Q, or the Customer Q Display screen (in the customer waiting area). If the customer wishes to receive Text Message alerts, simply click the checkbox next to this field.
Enter the customer’s E-Mail Address. Similar to the Mobile Number, you can enter and lookup a customer via their Email Address. Simply enter their address and click the ‘Lookup Icon’ . The system will attempt to find the customer via this information.
Select the Alert Options:

If the customer wishes to receive Text Message alerts, simply click the Text Message checkbox.
If the customer wishes to receive E-Mail alerts, simply click the E-Mail checkbox.
If you wish to send your customer the Customer Service Message Only, simply click the check box next to the option. Click the icon for more information.

Enter the customer’s First Name, this is a required field.
Enter the customer’s Last Name, this is optional.
Enter the VIN / RO Number, this is optional
The Car Year always defaults to the current year. However, you can simply change this by selecting the proper year from the drop down list.
The Car Make is set specifically to your dealerships/shops major brand. However, you can simply change this by selecting the proper vehicle make from the drop down list.
Enter the Car Model, this is a required field.
Click the Submit Customer button to automatically access the next step, the Service Sheet screen.

- Service Sheet Screen -

Service Sheet:

The Service Sheet screen is customized to the specific services and service times your service center provides. The items on your sheet will be displayed in the same categories as well as the same order the Service Advisors are accustomed to seeing. Through this service sheet duplication, the W8TER system allows the Service Advisors to find specific items quickly and easily.

Selection Service Items:

In the above example, we selected two service items simply by clicking the checkbox next to the item, (ex: ). Note: The Total Hours for service is displayed in the bottom left hand corner and is updated automatically as you select and deselect service items. Once you have selected all the items requiring service for this customer, click the Submit Services button to return to the Customer Information screen. Note: Service items with an * next to them are Repeat Service Email Items. For more details, please see the Follow-Up Reminder Service section at the end of this tutorial.

- Customer Information (Edit) Screen -

The list of all the services you have selected is displayed on the middle of this page along with the Total Service Time. In addition, the system automatically calculates the Time Ready based on the Time In (customers drop-off time) plus the Total Service Time. Note: You can also add any additional time needed for this customer by entering a value in the Adjusted Time field.

When you click the Submit Customer button, the system performs the following operations:

Customer is added to the Customer Q / Customer Q Display screen.
If selected, the system generates a Text Message or an E-Mail for the customer. In our demonstration, Sandy Jones is receiving E-Mail updates.

Below is an example of what the Sandy will receive:

The W8TER system allows you to customize the Text Messages/E-Mails to fit your business needs. Ask your Sales Representative or review the Start-up Sheet for complete details.

The Customer Q screen is also updated with the information for this customer, Sandy Jones, and will be displayed as seen in the below illustration:

Please note: (1) Customer’s receiving Text Message updates will have a cellular phone icon next to their names.

(2) Customer’s receiving E-Mail updates will have an email icon next to their names.

(3) If no option is selected, this space will be left blank.

Customer and Service Editing:

To edit any customer information or to Add / Change Services, simply click on the customer’s name from the Customer Q screen, this will display the Customer Information screen.

To Add or Change Service items, simply click the button located on the Customer Information screen.

In our example, we are going to add a brake repair service item to Sandy’s car, so once you clicked this button, we will then select the service item from our Service Sheet screen.

Now click the Submit Services button to display the following customer information.

Notice that the 60 min Brake Repair (front) has been added to the service list and the new Time Ready has been calculated.

This time when you click the Submit Customer button, the system performs the following operation:

Customer is added to the Customer Q / Customer Q Display screen with their new Time Ready.
The system generates a Text Message or E-Mail Message for the customer informing them of the service update, if applicable.

Below are examples of what the Sandy will receive:

Manually Adding Service Time:

You can manually add service time to a customer by simply selecting the time from the dropdown list next to the Adjusted Time line item. Additionally, you can enter any comments or remarks you wish in the Remarks section of the page. This process will also produce an UPDATED Text Message or E-Mail to the customer as shown above, if applicable.

Please note: Sandy Jones is inserted into the Customer Q based on her new Time Ready date/time which now falls after Jon Jones.

Buffer Zone:

Once Sandy Jones reaches the time 30 minutes prior to her pick-up time, her name turns green with an arrow pointing to her service line. At this time a Text Message or E-Mail is sent to her Service Advisor to inform them that Sandy’s car will be ready soon. At this time the Service Advisor may desire to make adjustments to the Time Ready due to any changes in the vehicles service status.

Below is an example of that message the Service Advisor will receive:

Please note: (1) The Buffer Zone is automatically set to 30 minutes and can be changed to suit your business needs.

(2) The Service Advisor Text Message/E-Mail notification is optional.

Ready for Pickup:

Once Sandy Jones reaches the Time Ready, her name turns RED with a check-mark next to her service line. At this time a Text Message or E-Mail is sent to Sandy, if applicable.

Below is an example of the message Sandy will receive.

Customer Pick-up:

Once Sandy or any other customer picks up their vehicle, you will need to perform one more task:

Locate the Customers name on the Customer Q screen.
Click the located to the left of the customer’s name.
The system will as you to confirm the customer pick-up, click OK.

Or you can…

Click on the customer name to access the Customer Information screen.
Click the Now checkbox. This will set the Time Out to the current time and date (see figure below).
Click the Submit button.

Either if these methods will:

Set the vehicles Time Out of your shop to the current date & time
Flag the customer as completed
Remove the customer from the Customer Q / Customer Q Display screen.
Make this customer available for reports

Follow-up Message:

The W8TER system will automatically generate a “Customer Satisfaction” follow-up message for each customer once they have completely cycled through the system. The default time setting for this message is 2 days; however, this time frame can be adjusted to suit your individual business needs.

Below is an example of the message customers will receive:

Removing a Customers Visit:

On occasion, you may encounter a customer that you have put in to the W8TER system, but the customer decides not wait for the repairs to be completed or must leave because is some personal issue. In ether case, to remove a customer visit from the system, follow these steps:

Locate the Customer on the Customer Q screen and click on their name
Click the button located on the right side of the Customer Edit screen.
The system will ask you to confirm the customer removal, click OK.
This will remove the customer from the Q, but the system will retain the customers’ information in case he returns at any time in the future.

Gold and Platinum Packages:

The Gold and Platinum Packages include a version of the Customer Q Display screen that is designed specifically for display in the customer “Waiting Area” at your service center. This display will keep your customers informed as to the progress of their vehicles without having to track down their Service Advisor or wander-out into the Service Bay area looking for their car.

Features of the “Waiting Area Display”:

The screen refreshes every minute so your customers are always up-to-date on the status of their service visit.
The screen is expanded and larger fonts are used to make it to make it easier for your customers to view. (We recommend a 24” or larger monitor for this display)
Only the Customers first name and first initial of their last name are displayed on the screen for privacy.
The Service Advisors name has been expanded to make it easy for the customer to remember.
The screen will display up to 3 custom images each time the screen refreshes.
Advertising (similar to a PowerPoint presentation) is available for this screen (Platinum Package only).

– Customer Q Screen (Waiting Area) –

Follow-up Reminder Service:

One of the major advantages of the W8TER system is the ability to automatically generate “Service Item Reminder Email” which is sent to your customers on specific dates from their last service visit. This feature is designed help you bring customers back to your Service Department. The W8TER system supports up to 6 customizable email messages which are linked to specific service items, and can include links to your website, email links and company logos or any special graphics.

For example, each customer who comes in for your “Oil Change Package” will receive an E-Mail every 4 months. (This time frame can be adjusted to fit your business needs).

4 months later…

System Reporting:

The W8TER system supports several reporting options. Customer and Service advisor reports can be run for any specific date range. The reports are as follows:

Service Sheet
Dealer Information
Customer Summary (Gold Package)
Customer Detail (Gold Package)
Customer Message Detail (Gold Package)
Service Advisor Summary (Platinum & Gold Package)
Service Advisor Detail (Platinum & Gold Package)

– Reports –

Monthly Email Reporting (Gold):

On the 1^st of each month, the W8TER system automatically emails your Service Director a service summary report. This report includes the total number of customers that were serviced in the prior month along with a breakdown of all the services performed and the total Service and Adjusted times.

*If printing the W8TER Tutorial, use Landscape mode with .5 inch margins for best results.

- End of Tutorial -