Warranty - Customer Satisfaction Telephone Follow-Up
Subject: CUSTOMER SATISFACTION TELEPHONE FOLLOW-UP SYSTEM
Model: WARRANTY CLAIM PROCESSING INSTRUCTIONS
Number: V-91-05
Date: 22-JAN-1991
OVERVIEW
You have recently received notification of the introduction of the new CUSTOMER SATISFACTION TELEPHONE FOLLOW-UP SYSTEM for your Sales and Service customers. The notification included a complete explanation of the program details.
To support the Service portion of the program, the Warranty Information Network (WIN) has been modified. The modifications consist of:
^ Two new fields have been added to the WIN CLAIM ENTRY and WIN INQ/CHG screens; SERV ADV (Service Advisor Code), and SERV TECH (Service Technician Code). Each of these new fields are 3 character, alphanumeric codes that you will use to separately identify the Service Advisor and the repairing Technician for each selected warranty claim.
^ A new screen (WN22) has been developed that will display the customer name, address, and telephone numbers on file with VWOA. You will confirm or update the data as necessary to permit an effective follow-up contact.
Examples of the new and modified screens follow:
SCREEN SAMPLE A:
SCREEN SAMPLE A - a blank WIN CLAIM ENTRY SCREEN (WN20) with the two new fields, SERV ADV and SERV TECH, added.
SCREEN SAMPLE B:
SCREEN SAMPLE B - a WIN CLAIM ENTRY SCREEN with claim data, including SERV ADV and SERV TECH codes.
SCREEN SAMPLE C:
SCREEN SAMPLE C - the new WIN CUSTOMER CLAIM DATA VERIFICATION SCREEN.
SCREEN SAMPLE D:
SCREEN SAMPLE D - the new WIN CUSTOMER CLAIM DATA VERIFICATION SCREEN with INITIALS of data entry operator either confirming or updating the customer name, address, and telephone numbers.
SCREEN SAMPLE E:
SCREEN SAMPLE E - the WIN INQ/CHG SCREEN with the two new fields SERV ADV and SERV TECH added. The data in these two new fields may be updated during the day of initial claim entry only, via this screen.
ENTRY SEQUENCE:
WIN transactions will be entered as usual, however, you now also include your own internal code (up to 3 alphanumeric characters) to separately identify each Service Advisor and Service Technician. Consistent, accurate input will assure that you can fully use the management and individual employee CSI reports.
Once The WIN CLAIM ENTRY SCREEN (WN20) is processed (press ENTER or CMD3), then depending upon claim selection criteria, the WIN CUSTOMER CLAIM DATA VERIFICATION SCREEN (WN22) may appear. Simply verify the customer data or update it to current information, enter your initials into the REVIEWED BY field, and process the transaction.
Overnight, the claim and customer data will be downloaded into another file that will be used to make telephone contacts with all of the selected service customers.
SERV ADV and SERV TECH codes may be changed on the initial day of claim entry, before the nightly download takes place. Once the nightly download has occured, changes to these fields are not possible.
CLAIM SELECTION CRITERIA:
Not all claims will be selected for this follow-up service. Only claim types W2 (New Vehicle Warranty) and S2 (Service Parts - Vehicle within New Vehicle Warranty) will be selected. Furthermore, the CLAIM ID must be AC only. The CLAIM STATUS CODE must be IA4 or IA6, with a RESUBMISSION LEVEL of 0 (zero).
If less than 30 days has elapsed since the last eligible repair selected for follow-up, the current claim will not be selected for follow-up unless the customer data is changed.
Only vehicles as of model year 1989 within the above guidelines will be selected.
SYSTEM INSTALLATION TIMETABLE:
The service portion of the system will be installed in two phases.
Phase 1 will involve all dealers in the Northeast Zone. The date of WIN system installation is scheduled to be January 22, 1991. On that date, all of the Northeast Zone dealers will begin entering the SERV ADV and SERV TECH codes, as well as verifying or changing the CUSTOMER DATA. The actual Service Follow-up contacts will begin on January 25, 1991.
Phase 2 will see the installation of all of the remaining VWOA dealers. The date of the phase 2 WIN system installation is scheduled to be February 28, 1991, with Service Follow-up contacts beginning immediately.
System 36 dealers with ROI will be included in the program as per the above dates. However, they will be excluded from the maintenance of the customer data on the WN22 screen and the SERV ADV and SERV TECH codes on claim entry through ROI. The national release of the V-CREST modifications to the R.O. and the transmission to WIN function are scheduled to occur in the third quarter of 1991.
HP dealers will also be excluded from the maintenance of the customer, SERV ADV, and SERV TECH data until they are converted to a System 36.