Customer Service Call-Back Task List

The Rome Management Customer service module is designed to let the CSR/Estimator know which customers they need to call to give a status or inform them of a delivery date change for their vehicle. Like the other status gauges, the task list will only show RO’s that need to have action taken so when the screen is clear, the CSR/Estimator knows all of the customers have been called. Customer service is essential in developing new and ongoing relationships with customers. By taking advantage of the emailing, texting, dynamic call logs, and integration with the ARMs system you have many ways to maintain contact and consideration with your partners and customers. These contacts should be made in a timely manner on a daily basis. Rome takes the estimate Damage Profile (Express, Light, Medium, Hard, and Train Wreck Hit) and assigns a call schedule on the severity of the hit. Based on the size of the job, a callback cycle is created to determine Regular Callbacks to the customer. To open the customer service module, press the Customer Service gauge on the Rome Management main screen.

The Callbacks screen will be displayed.

At the top is the Date In date range. It defaults to the past year so any RO that was created in the past year would be on the list. The All Dates button will change the dates to 1/1/80 and 5 years into the future of the current date, in case someone accidentally set the date outside the default range.

The next setting is the vehicle’s location. Car In Shop will look for ROs that have the In Shop box checked. Not in Shop will list RO’s where the In Shop box is NOT checked. We recommend leaving Not in Shop unchecked, otherwise, you may be calling customers who haven’t dropped off the car yet. You may want to double-check those as you may be missing RO’s where the In Shop has not been checked under the vehicle designation in the RO. Vehicles with the designation “Staging” are cars that have the vehicle designations prior to In-Shop. They are vehicles physically on your property. These customers should also be called and updated on the progress of their vehicle.