ListenTrust Training Manual

LT DEALER FOCUS MANUAL 2
LISTENTRUST TRAINING MANUAL
FOR DEALER FOCUS
INDEX
Redpoint
• Choosing queues and selecting status ---------------------------------------------------------------------------- 3
• Answering, ending and dispositioning calls ---------------------------------------------------------------------- 6
• Attaching a customer profile ---------------------------------------------------------------------------------------- 7
• Hot Alerts ---------------------------------------------------------------------------------------------------------------- 8
• Transferring calls ------------------------------------------------------------------------------------------------------- 9
• Verifying agent status ----------------------------------------------------------------------------------------------- 13
• Agent status and meanings ---------------------------------------------------------------------------------------- 14
• Checking inbound call queue -------------------------------------------------------------------------------------- 16
• Important information and tips ----------------------------------------------------------------------------------- 17
AutoLoop
• Login and dealership selection ------------------------------------------------------------------------------------ 18
• Appointments -------------------------------------------------------------------------------------------------------- 19
• Customers ------------------------------------------------------------------------------------------------------------- 21
• Booking an appointment ------------------------------------------------------------------------------------------- 22
• New Customers ------------------------------------------------------------------------------------------------------- 26
• Adding services/rescheduling appointments ------------------------------------------------------------------ 28
XTime
• Workbook ------------------------------------------------------------------------------------------------------------- 30
• Customers ------------------------------------------------------------------------------------------------------------- 31
• Add a new vehicle ---------------------------------------------------------------------------------------------------- 33
• Rescheduling an appointment ------------------------------------------------------------------------------------ 38
Atom
• Appointments -------------------------------------------------------------------------------------------------------- 41
• Customers ------------------------------------------------------------------------------------------------------------- 43

Service Edge
• Log in -------------------------------------------------------------------------------------------------------------------- 51
• Appointments -------------------------------------------------------------------------------------------------------- 51
• Editing/rescheduling appointments ----------------------------------------------------------------------------- 52
• Customers ------------------------------------------------------------------------------------------------------------- 55
• New customers ------------------------------------------------------------------------------------------------------- 55
• Existing customers --------------------------------------------------------------------------------------------------- 58
FCA
• Dashboard ------------------------------------------------------------------------------------------------------------- 60
• Edit an appointment ------------------------------------------------------------------------------------------------ 61
• Book a new appointment ------------------------------------------------------------------------------------------ 64
• Existing customers --------------------------------------------------------------------------------------------------- 65
• New customers ------------------------------------------------------------------------------------------------------- 67
Time Highway
• Login -------------------------------------------------------------------------------------------------------------------- 68
• Search/create customers ------------------------------------------------------------------------------------------ 69
• Create an appointment --------------------------------------------------------------------------------------------- 71
• Code for services ----------------------------------------------------------------------------------------------------- 73
• Search appointments ----------------------------------------------------------------------------------------------- 77

REDPOINT
Choosing call Queues (Campaings) and making yourself available
1) Click on call queue selection located on top right of screen in the blue bar up top.
2) Select your INBOUND call queues, then click “add” button.
3) Select the blue “Save Call Queues” button located on top right of screen.
▪ Ensure you have the correct English/Spanish queue chosen.
- The screen will then automatically change to the call waiting screen –

4) Lastly, on the call waiting screen, make yourself ready to take a call by selecting “Available” from the
white agent status bar located on top right of screen.
• Agent status option meanings and usage:
◦ Available – Means you’re ready to take your next call
◦ Pause – Use when walking away from your desk for a short time
◦ Lunch – Use when going on lunch
◦ Break – Use when going on break or the restroom
◦ Meeting – Use when attending a meeting or speaking with management/trainers

Answering, ending and dispositioning calls
◦ When a new call is received, you will see a pop up screen containing basic customer
information. To take a call select “Answer Call.”
▪ Selecting “Ignore Call” will hang up on the customer. This should NOT be chosen
◦ The screen will then change to the inbound script and search fields for customer information
(name, phone, VIN #, etc.) located near the top middle of screen. On this screen, you can
search for existing customers and enter new customer information.

• You MUST attach a customer file to EVERY call in RedPoint before you can “Complete” the call.
Attaching a Customer File
▪ Search for Existing Customer – Enter name, phone number, email, etc., then click on
Search, find the correct customer, verify customer information, then select “Complete
Survey.”
▪ Add New Customer – Select “New Customer” fill out as many fields as possible then select
“Save” to complete survey.
▪ Invalid Customer – Only to be used if no customer information is available at the moment.
(Ex. Wrong number, transferring to an adviser, etc.)
◦ After setting the appointment as usual in the appropriate scheduling system and ending the
phone call with the customer, select the “End Call” button located on top middle of screen.
◦ Select the “Complete/Next survey” button and disposition call.

Screen will automatically switch back to the call waiting screen – YOU MUST MAKE YOURSELF
AVAILABLE AFTER EVERY CALL!
Hot Alerts
A Hot Alert is a form of communication to the dealership directly to the service advisors.
These Hot Alerts are used often for multiple things:
• Pricing Inquiries.
• Customer wants to check status of vehicle being serviced.
• Customers want to speak to advisor or anyone at dealership.
• Customers wants estimated timeframe for services.
• Recall Appointments.
• Promotion Inquiries.
• Loaners in some dealerships depending on policies.
• Policies will state when to send a Hot Alert for specific cases pertaining to that dealerships policies.
• When customer is going back to dealership.
• Failed Appointments due to scheduler issues.
*Send Hot Alert for every scenario the policies indicate an Alert must be sent*
These Hot alerts are managed as a scheduled call back, when it is presented to the customer we advise
them they will be getting a call back from an advisor with the information they are requesting. Or a call
back from the person they requested to speak with.

Transferring Calls
(found under the Menu button, located on top right of screen)
◦ First, select the “Menu” button on the top right of the screen in the blue bar.
◦ Then place the customer to hold, to transfer a call you must place the customer on hold.
◦ Select the option to “Direct Transfer” or “Warm Transfer” call.
▪ Direct Transfer (Cold transfer) – A pop-up box will appear, enter the phone number that
you want to transfer and select “Transfer” located on the bottom corner of pop-up box.
▪ Warm Transfer – A pop-up box will appear, enter the phone number in the empty field
and select “Transfer”. Another pop-up box will appear you then select the option “Back

to Customer” or “Bridge Call”.
• In a warm transfer, there are two other menu options that become available: “Back
to Customer” and “Bridge Call”.
• Back to Customer – Will disconnect the transfer line and bring the customer back with
you.
• Bridge Call – Will merge the customer into the 3-way call and allow you to speak with
the customer and dealership at the same time.
◦ Once the call transfer is complete simply select the “End Call” button located at top middle of
screen. Then select the “Complete/Next survey” button and disposition the call as Ended.
REMEMBER: You must MAKE yourself AVAILABLE after EVERY CALL!
Locating Dealership Information

• Dealership information can be located in two places. You can select the “Menu” button OR select
one of the links above the customer's information.
◦ Dealership Information links above customer information
▪ There are 5 text links above the customer's information: Customer Details, Dealership
Contacts, Dealership Information, Dealership Policies, Dealership Promotions.
• These links operate like window tabs, to view the information just select the link you
would like to explore. Each link will have different information regarding hours,
policies, contact information, etc.
• To go back to the customer's information, select the “Customer Details” link.
• Remember Dealership Information can also be found under the “Menu” tab located at the top of
the screen in the blue bar.

◦ Dealership Information found number the “Menu” button
▪ Select the “Menu” button (Located in the blue bar at the top of the screen).
▪ The screen will change; a menu will open to the left of the screen with several different
links: Call History, Customer Service History, Dealership Contacts, Dealership Information,
Dealership Policies, Dealership Promotions and Vehicle Service History.
▪ Each link, when clicked, will create a pop-up window containing varying information
regarding customer service history, dealership contacts, hours, address, policies etc...

▪ To exit, select the “X” in the top right corner of the pop-up window.
Verifying Agent Status
To ensure that your status is “Available”:
• Select “Online Agents” found at the top right of the page in the blue bar

• Once selected, another pop-up screen will appear reflecting individual agent status.
• If your status shows anything other than “Available”, you will NOT receive any inbound calls.
◦ To exit this screen simply select the “X” located in the top right corner of the pop up screen.

Agent Status and Meanings
Green = Actively on a call / Red = Not Actively calling / Purple = Wrap up
Inbound Agent Statuses:
Available – Agent is “Available” and ready to accept an incoming call.
Offering Call – Agent is NOT accepting incoming calls; system error/bug (agent did not select).
Break – Agent is NOT accepting incoming calls; away on their 15-minute break.
Lunch – Agent is NOT accepting incoming calls; away on their 30-minute break.
Meeting – Agent is NOT accepting incoming calls; meeting with management.
Pause – Agent is NOT accepting incoming calls.
Wrap Up – Agent is NOT accepting incoming calls; they have disconnected with customer and are making
further notes, sending hot alert, etc. prior to dispositioning the call.
Outbound Agent Statuses:
Start Campaign Customer – Agent is NOT actively on an outbound call; agent has selected their assigned
campaign and is on a customer's file about to make an outgoing call.
Call Queue Selection – Agent is NOT actively on an outbound call; agent is currently selecting assigned
campaigns/queues.
Logged into Call Queue – Agent is NOT actively an outbound call; they are NOT logged into the system but
still have call queues/campaigns assigned under their log in.
Outgoing Call – Agent is currently on an outbound call
Wrap Up – Agent is NOT actively on an outbound call; they have hung up with the customer and making
further notes in the system before moving on to their next call
System Agent Statuses:
Logged In – Agent is NOT actively calling; logged into RedPoint but has NOT selected any queues (admin
work)
Logged Out – Agent is NOT actively calling, logged out of RedPoint

Checking Inbound Call Queue
To verify calls in queue and how long they have been waiting:
• Select “Incoming Calls” located in the blue bar at the top right of the screen.
• Once selected another pop-up will appear that shows the calls waiting, how long they have been
waiting, and which queue (dealership) they are for.
• To exit this pop up screen simply select the “X” in the top right corner to close the window.

Important Information and Tips
◦ To update customer information, use the scheduling systems (Xtime, AutoBook, etc.) it will
automatically update in RedPoint after 24-48 hours.
◦ For now, we are using the VIN # to verify correct vehicle info in Dealer.
◦ At this time, the caller ID is not working for all dealerships. The number that shows if the caller
ID is not working for the dealership is usually (317) 807-6455 or something similar. Please
advise agents to obtain the correct phone number and information from the customer
directly.
◦ There is no tone to notify the agent that a call has come in, the pop-up screen automatically
comes up. So, the agent has to be ready and watching for the call. There is a ticket for this
item.
◦ Lastly, we should be confirming all customer's information to the best of our availability, even
during transfers. Our best effort should be made to obtain the correct customer information
and attach a customer file before choosing “Complete/Next Survey”

AUTOLOOP
Login and Dealership selection.
To log in, go to www.autoloop.com and click on Login in the top-right corner. Enter your credentials and
click Login. Your screen should look like this:
• Select a dealership from the drop-down menu on your left.
• Once you select your dealership, it should show on your top-right corner.
• In order to access/create/edit appointments, click on “Book”, pictured as a calendar on your
top-left.
Tabs to use
When you click on “Book”, new tabs will appear in your dashboard. You will only use two tabs:
Appointments and Customers.

Appointments
Under Appointments you will see all of the appointments that have already been booked; along with basic
info, including customer’s contact information and the appointment status.
On your left, you will be able to narrow your search by applying filters. You can filter by:
• Date
• Team
• Advisor
• Status
o Scheduled
o No Show
o Open RO
o Complete
o Walk-Ins
Clicking on an appointment will display additional information, such as: Address, VIN number, agent who
booked the appointment, etc.

Clicking on it once again opens up the appointment. Here you can see more details about the vehicle
information and the service history.
From Customer Vehicles, you can see the vehicles this customer has registered and select any of them to
check its service history.
Under Vehicle History you can see all the times this particular vehicle has been taken to service and,
clicking on each of them, will display details about that appointment, including why was it taken and what
was done to fix it.

Customers
When you click on Customers, the following screen will show up:
Here you will have two options: Search for an existing customer, or create a new one. When searching
you can use different criteria to pull out an account:
• Phone number
• Email address
• Full/Last name
• VIN number

Booking an Appointment
You can start booking an appointment by either clicking on Schedule Appointment, or on the car model
in the middle column.
Clicking on Schedule Appointment will take you to this screen (Step 1), while clicking on the car model
will put you on Step 2.
Booking an appointment is a four-step process, and it goes as follows:
1. Customer: Fill out/verify customer’s information.
2. Vehicles: Confirm which vehicle is being taken to service.
3. Services: Select which services is this car being given
4. Appointment: Choose from available dates and times and a Team to take care of the service.

In Vehicles, some customers may have more than one registered, ALWAYS make sure you’re scheduling
the right car for the customer. You can also add a new one by clicking Add New Vehicle.
Don’t forget to obtain the VIN number when you’re registering a new vehicle.
Note: Here you can also access the Vehicle History, so if a customer asks if their car has been taken for a
particular service, you will have their answer just a click away.

When selecting the Services you’re booking this vehicle for, you can select them from the menu on your
left, or by clicking on the drop-down menu and typing in key words in its search engine and click Add.

In Appointments, you will be able to select the date and time for the appointment you’re booking. Make
sure to always ask your customer if they’re either dropping off their vehicle or waiting for it at the
dealership. Some dealerships offer loaners, rental cars and/or shuttle services. These you can also select
in this same menu.
Before submitting, verify with your customer when is their appointment scheduled for and confirm the
services that are going to receive.
When you’re done, scroll down to the bottom and click on Save & Close.

New Customers
Under Customers click on New Customer, when your caller doesn’t have an account yet.
Creating a new customer follows the same steps as booking an appointment. You just have to fill in the
customer’s information and add their vehicle.

In Vehicles, you can add as many vehicles as the customer has for this dealership. Click Add New Vehicle.
Note that Vehicle History is also going to be empty.
Fill out all the vehicle information (Include VIN number) and click Next.
Follow the rest of the steps, adding services and selecting date and time. Verify the appointment with
your customer, and click on Save & Close.

Adding services/rescheduling appointments
To edit an appointment, whether you want to add/remove services or reschedule the appointment, first
you will need to look it up. You can do this from any of the two tabs we saw above: Appointments or
Customers.
Once you found it, verify the account with your customer and jump to Step 3 Services. Add/remove as
many services as you need and click on Next.
If rescheduling is what you need, jump to Step 4 Appointment, where you can change the date and time
of the appointment.
When you’re done, verify the new information and click Save & Close.

XTIME
Login and dealership selection
To login, go to www.xtime.com, click on Login in your top-right corner, enter your credentials and click
Login. After that, you should have something like this on your screen.
You can scroll to look for the dealership you want, or you can type in the name in the Search box on your
top-left. Once you find it, click on Launch.

Tabs to use
This is your Dashboard. It is the first screen you get as you log in, and it contains basic information about
booking trends.
The tabs you will use the most are Workbook and Customers.
Workbook
Workbook will show you the appointments that have been booked, per day and time. So if a customer
needs to reschedule their appointment, you can easily find it here.

Customers
Under Customers you will have access to the customer database. Here you can look up your customer by
Phone number, Name, Email address, VIN number, License number, DMS ID or their vehicle Model.
Just type in your customer’s information and click Search.
Click on the customer’s name to pull out their account.

The first screen you get, once in the customer’s profile, is the Snapshot, which displays a summary of the
vehicles that the customer has registered in this dealership.
Right underneath the customer’s name you will have the option to Edit Customer and Add Vehicle.
On your left hand, you will have some tabs that are going to display different info that you can also edit.
• Snapshot: Summary of the vehicles the customer has.
• Customer: Customer’s information, address, contact info.
• Communication: Customer’s contact history (emails, SMS, etc.)
• Appointment: History of past and upcoming appointments.
• Visits: Description of previous services that had been given to each of the customer’s registered
vehicles.
• Vehicles: It lets you edit the customer’s vehicles, add notes to them and check previous
appointments.

Add a New Vehicle
To add a new vehicle, simply click on Add Vehicle and fill in the vehicle information and submit by clicking
the Add Vehicle button.
Booking an appointment
Regardless of the tab that you’re working in, you will always have on your right, the buttons New
Customer and New Appointment.

When you click on New Appointment, Xtime is going to ask you for which customer you want this
appointment for, so you can look them up if they already have an account, or you can click on Quick add
customer and create a new one.
To quick add a customer, fill in all their information *red asterisk means mandatory field*, and click on
Save.

Once your customer is successfully created, the Save button will change to Schedule. That’s your next
step.
To schedule an appointment, there are several fields you will need to fill. The first one you need to go to
is Maintenance And Repair, where you can choose which services, diagnostics and/or repairs your
customer requires. Just click the checkbox and then Add.

Under Advisors & Teams, the default selection will be No Preference, but if your customer wants a specific
advisor to take care of his vehicle, you can select them here.
It is very important to ALWAYS ask your customer if they’re either dropping off their vehicle or waiting
for it at the dealership. Whatever the customer prefers, you can choose it under Transportation.
Some dealerships offer shuttle service, car rentals or loaners; here’s also where you’d make that
selection.

The next step is booking the appointment, and for that you will select Date & Time. Here you will see the
whole week ahead, but you can always scroll to future weeks if the appointment is going to be for later in
the month.
Here you will have different colors for the times in a particular day. Those colors meanings are as follows:
• Grey: We don’t service at that time/day.
• Lighter blue: That time is already booked.
• Darker blue: Available times.
• Yellow: Selected time.
Note: Always disregard Promise Time, that way you won’t create misleading expectations on your
customer.
When you’re done, confirm services and time with your customer, and click on Book Appointment.

Rescheduling an appointment
When a customer tells you they need to reschedule their appointment, ask them when do they have it
scheduled for, and look it up from the Workbook (see page 28).
Once you find the appointment you need to update/reschedule, click on it and it will display its menu.
Then a click on the calendar will take you to the appointment, where you can make as many changes as
you need.

When you finish making all the necessary changes to the appointment, on your right you will have a
summary of the updated appointment and the buttons Update Appointment and, in case what you need
is cancelling, Cancel Appointment.

ATOM
There are other schedulers that will look very much like AutoLoop, Atom is one of them. Although there
still are some differences, most of the processes are going to be done the same way.
Login and Dealership selection.
To log in, go to www.atom.gsmatom.com, and click on Login in the top-right corner. Enter your
credentials and click Login. Your screen should look like this:
• Select a dealership from the drop-down menu on your left (here you will only have Curry
Toyota and Route 22 Toyota).
• Once you select your dealership, it should show on your top-right corner.
• In order to access/create/edit appointments, click on “Book”, pictured as a calendar on your
top-left.
Tabs to use
When you click on “Book”, new tabs will appear in your dashboard. You will only use two tabs:
Appointments and Customers.

Appointments
Under Appointments you will see all of the appointments that have already been booked; along with basic
info, including customer’s contact information and the appointment status.
On your left, you will be able to narrow your search by applying filters. You can filter by:
• Date
• Team
• Advisor
• Status
o Scheduled
o No Show
o Open RO
o Complete
o Walk-Ins
Clicking on an appointment will display additional information, such as: Address, VIN number, agent who
booked the appointment, etc.

Clicking on it once again opens up the appointment. Here you can see more details about the vehicle
information and the service history.
check its service history.
was done to fix it.

Customers
When you click on Customers, the following screen will show up:
Here you will have two options: Search for an existing customer, or create a new one. When searching
you can use different criteria to pull out an account:
• Phone number
• Email address
• Full/Last name
• VIN number

Booking an Appointment
You can start booking an appointment by either clicking on Schedule Appointment, or on the car model
in the middle column.
Clicking on Schedule Appointment will take you to this screen (Step 1), while clicking on the car model
will put you on Step 2.
Booking an appointment is a four-step process, and it goes as follows:

In Vehicles, some customers may have more than one registered, ALWAYS make sure you’re scheduling
the right car for the customer. You can also add a new one by clicking Add New Vehicle.
Don’t forget to obtain the VIN number when you’re registering a new vehicle.
Note: Here you can also access the Vehicle History, so if a customer asks if their car has been taken for a
particular service, you will have their answer just a click away.

When selecting the Services you’re booking this vehicle for, you can select them from the menu on your
left, or by clicking on the drop-down menu and typing in key words in its search engine and click Add.

In Appointments, you will be able to select the date and time for the appointment you’re booking. Make
sure to always ask your customer if they’re either dropping off their vehicle or waiting for it at the
dealership. Some dealerships offer loaners, rental cars and/or shuttle services. These you can also select
in this same menu.
Before submitting, verify with your customer when is their appointment scheduled for and confirm the
services that are going to receive.
When you’re done, scroll down to the bottom and click on Save & Close.

New Customers
Under Customers click on New Customer, when your caller doesn’t have an account yet.
Creating a new customer follows the same steps as booking an appointment. You just have to fill in the
customer’s information and add their vehicle.

In Vehicles, you can add as many vehicles as the customer has for this dealership. Click Add New Vehicle.
Note that Vehicle History is also going to be empty.
Fill out all the vehicle information (Include VIN number) and click Next.
Follow the rest of the steps, adding services and selecting date and time. Verify the appointment with
your customer, and click on Save & Close.

Adding services/rescheduling appointments
To edit an appointment, whether you want to add/remove services or reschedule the appointment, first
you will need to look it up. You can do this from any of the two tabs we saw above: Appointments or
Customers.
Once you found it, verify the account with your customer and jump to Step 3 Services. Add/remove as
many services as you need and click on Next.
If rescheduling is what you need, jump to Step 4 Appointment, where you can change the date and time
of the appointment.
When you’re done, verify the new information and click Save & Close.

SERVICE EDGE
Service Edge is the other scheduler that looks very much like AutoLoop and Atom. This scheduler
is used for 5 dealerships: Nissan of Yorktown Heights, Bruce Bennet Nissan, Route 22 Nissan
and Route 22 Honda.
To access, from Redpoint, go to the Policies of the dealership you want to schedule for. There you will
find the URL Link for the scheduler and the credentials to use (everybody uses the same credentials).
Since you get the link from the policies of a very specific dealership in Redpoint, you don’t need to select
the dealership again once you log in. In this case, you’re sent directly to Appointments.

Editing/rescheduling appointments
Clicking on the scheduled time, the vehicle or the VIN number, will send you to the appointment, where
you can verify the information with your customer or make as many changes as they need
(adding/removing services, rescheduling).
The appointment process follows the same four steps as in the other schedulers:
Step 2, just as in the other two schedulers, is Vehicles, customer may have more than one on file, so make
sure you’re scheduling the correct one.
check its service history. You can also add a new one if need be.
was done to fix it.

Note: ALWAYS make certain that the VIN number is on file.
Services will show you what this vehicle is scheduled for. Here you can add or remove as many services
as the customer needs. In this step, you can choose services from the menu on your left or type in key
words in the search box and click Search. Select the one you need, then click Add.

Step 4, as usual, is Appointments. Here is where you can edit the date and time for the appointment
you’re booking. Make sure to always ask your customer if they’re either dropping off their vehicle or
waiting for it at the dealership. Remember to check Policies in Redpoint for loaners, rental cars and/or
shuttle services. These you can also select in this same menu.
In Appointments, you will also be able to see the status of the appointment. This one shows as Complete.
If this was a pending appointment, with status Scheduled, the Cancel Appt button will show enabled, and
here is where you can cancel it if that’s the customer’s request.

Customers
Under Customers, the following screen should display:
Here you can, either search for existing customers, or create a new one and an appointment for them.
New Customers
To do this last one, click on New Customer-Appt. The following screen will look very much like AutoLoop
and Atom, and it follows the same scheduling steps.

Here you will have the option for a Name 2, leave it blank unless the customer asks if you can add someone
additional for them.
In Vehicles, you will have to create a vehicle for this new customer. Click Add New Vehicle.
Fill in the information, click Save New Vehicle, scroll down and click Next.

In Step 3, add as many services as your customer needs, just as you do when editing an existing
appointment (See page 53).
Last step is Appointments, where you can select the date and time when this customer wants to be
scheduled. Make sure to always ask your customer if they’re either dropping off their vehicle or waiting
for it at the dealership, and select their preferred method from the drop-down menu.

Verify the appointment details with your customer and click Save & Close.
Existing customers
To search for existing customers, type in their phone number, email address, VIN number, or last name in
the search box and click Search.
If they already have an appointment, you will be able to see it in the column to your right. In that same
column, you can start booking an appointment for them. Just click on Schedule Appointment and follow
the same steps that you do for new customers (see page 55).

FCA
FCA is a scheduler that is only used for one dealership, Sacramento Chrysler Jeep Dodge Ram. Remember
to check the Policies in Redpoint to see which scheduler works with which dealership.
To access FCA, go to https://chrysler.advisordashboard.net/, enter your credentials and click
Enter. Once in, your screen should look like this:
Click on the green link to select your dealership. Since this scheduler only works with Sacramento CJDR,
that is the only option you will have. Highlight it by clicking on it, then click Select.

After selecting your dealership, a menu should appear on your left, click on the first option it offers,
Appointment Ledger. And right after you do, click on the blue link to launch the actual scheduler.
A new tab will open, and it will show you something like this:
This is your dashboard, it displays per day and time the appointments that have been booked. On the top,
in a horizontal direction you will see the days (It will always go to today by default), and on your left, in a
vertical position, you will find the times (there can be more than one appointment scheduled for the
same time, as there are a couple advisors on site).

Clicking on an appointment will display a summary of the appointment details. Here you will have the
option to Edit (add/remove services; reschedule, etc.) or Delete (cancel) the appointment, depending on
what your customer needs.
Edit an appointment
When you click on Edit, it will take you straight to the appointment Summary, here you can verify what
this vehicle is scheduled for. Also from here you can move to other steps to edit the appointment.

From here, you can move to the different tabs to either verify the information or edit as needed. At the
top, you will see the following options:
• Client & Vehicle
• History
• Concerns
• Services
• Time & Advisor
• Summary
When you need to edit an appointment, the most frequent ones you will use are Services and Time &
Advisor.
In Services, you will have 4 main categories:
• Scheduled Services: Services that, based on the car model, year and mileage, the dealership
considers are due.
• Unscheduled Services: Even though they are not necessarily due at the moment, the customer
might need some other services. You can find those here.
• Dealer Recommended Services: Express services that you can always add to your appointment,
such as car wash, tire rotation, wiper replacements, etc.
• Recalls: Whenever a car model has a recall and a customer calls regarding that, it should show
here.
Note: Next to each of the categories there is a number. That is how many services from that category
have been selected.
When you find the service you need, you can add it just by clicking on the blue arrow to the right of the
service. Clicking on the arrow in the blue circle will add all the services in the list.
If you want to remove a service already scheduled, you can click on the “X” next to it, all the way to the
right. Clicking on the red “X” on top will delete all the services.
Remember, the services to your right are the ones the vehicle is booked for; the services on your left are
the ones you can add.

Under Time & Advisor, you can choose the advisor that is going to receive this customer for their
appointment. Based on the advisor you choose; the available times WILL change.
Each advisor can only receive so many customers in a day, so you might have to click around in order to
find the date/time that your customer wants. A good tip is to check how many “Booked Apps” does that
advisor have.
Note: When choosing the time, please note that you have AM and PM option. Make sure you’re selecting
the correct one for your customer.
When everything is set, go to Summary, confirm all the info with your customer, scroll down and click on
Save.

Book a new appointment
There are two ways to create a new appointment. You can click on Create at the top of your screen, or
find an open spot in the calendar and click on the + button. Either will take you to the same screen.
Here, depending on whether this is a new or an existing customer, you can either search for them, or
create them on the system if needed.
You can search by:
• Name
• Phone number
• VIN number
• License plate number

Existing customers
Once you find your customer, they may want to schedule an appointment for a car they already have
registered, for which you just need to click on the + button to the right of your screen; or they may want
to add a new vehicle to their account, in which case, you will have to click on Appointment for a New
Vehicle, right above the previously mentioned button.
The first screen you will get is Client & Vehicle, where you verify these are the correct customer and car
you’re booking.
Note: You must update the Odometer under Vehicle Info, otherwise it won’t let you move on.

Next step is adding the services that the customer requires (See page 63). If your customer has particular
requests regarding one or more of the services, type those specifications in the comment box and/or send
a Hot Alert, depending on the case.
Once you have selected all the services needed, it’s time to choose a time and advisor (See page 64).
Note: If you select advisors with less Booked Apps, they may have more times available, so there’s a
bigger chance, the time your customer needs is open.

For the last step, go to Summary, verify all the information with the customer and click Create
Appointment.
Note: Make sure to always ask your customer if they’re either dropping off their vehicle or waiting for
it at the dealership.
New Customers
For new customers, you will follow the same steps, you just have to fill in all the information.

TIME HIGHWAY
The last of the schedulers is Time Highway. It is used with two dealerships, Don White’s Timonium
Chrysler Jeep Dodge Ram and Springfield Acura. There will be two different links to access (one per
dealership), but you can have them both open at the same time.
Login
To access Time Highway, go to https://www.timehighway.com for Don White’s Timonium CJDR and
https://myacura.timehighway.com/Login.aspx for Springfield Acura. Enter your credentials and click
Login.
This should be your first screen as you enter. To start booking appointments, click on Schedule An
Appointment, to the left of your screen.

Search/create customers
That link is going to take you to this screen. At the top of your screen you will have some tabs to go to,
but you’re only going to use Reports and Customer Search. As you get to this point, you will automatically
start in Customer Search.
Here you can either search for an existing customer or create a new one, if they don’t have an account.
To create a new one, click on New Customer, fill out their information and click Save.

Right after, you will need to add a new vehicle for this customer, enter the vehicle information, don’t
forget to capture the VIN number, and click Save.
To search for a customer, you will have several options, but the preferred ones are:
• Phone number
• Email address
• Last name
• VIN number
Enter your search criteria and click Search.

To the left of your customer’s name, you will have the option to Edit their profile, Delete it or Create
Appointment for them.
If your customer’s account does not show up, you can click on New Search to try again with different
information or on New Customer to create an account for them.
Create an appointment
There is more than one way to start booking an appointment. One is, by clicking on the Create
Appointment option when your customer comes up in your search (See page 70). Another one is within
the customer’s profile; you will see a button that says Create New Appointment, you can click on that
one too.

And a third option is also within the customer’s profile, you just need to scroll down to the Vehicles
section. Here you can add a new vehicle if the one they want to schedule is not added yet (Always make
certain you’re scheduling the correct vehicle), or you can just click on Create Appointment to start
booking.
Any of those options will send you to this screen:
In the middle of your screen you will have dealership service updates, make sure you read and understand
them.
Then, to your right, you will have the following two options:
• Accelerated Service: It is the same as Express service (oil change, tire rotation, balance, etc.)
ALWAYS choose this option, unless it is a diagnostic.
• Maintenance and Repair: Everything that needs to be diagnosed goes in this service category.

Time Highway displays recommended services, based on the mileage of the vehicle, so it’s always
important to update it, which is the next step. Ask your customer their approximate current mileage, type
it in and click Update.
Codes for services
Next step is choosing the services to schedule this vehicle for. A particularity that Acura vehicles have is
that they assign codes to their services. So, a customer may call in asking you to schedule their vehicle for
an A16 Service, instead of whatever is included in that service. Some of them may even wonder what that
service is about and ask you. You can find the answer clicking on the question mark icon, under the
Description column.

A small window will pop-up, showing you what is included in that service.
To add the service, click on the checkbox in the first column to the left. The service will highlight and it
will add to the Service Summary to the right of your screen.
Add as many services as the customer requires, then click Next.
Note: If you can’t find the service you’re looking for here, you can try in Maintenance and Repair. For
that you can click on Change Resource and it will take you back there.
If a customer asks about the price of a service, remind them that you are in the Scheduling Team, so you
wouldn´t have an accurate answer regarding pricing. If they get pushy asking for info, and it does show a
price, say that the price is “Starting at $__.__”.

Before offering an available time to the customer, ask them if they’re either dropping off their vehicle or
waiting for it at the dealership, as available times vary depending on this.
Clicking on the time your customer prefers, takes you to select communication options, these are the
means we are going to use to send them a confirmation of their appointment. They can have up to 2
email addresses and/or receive confirmation to their phone via text.
To add/remove one, click on the checkbox to its left.

The last step is confirming the appointment details with your customer before submitting the
appointment.
It is important that you confirm:
• Date and time
• Vehicle set up for appointment
• Transportation method (Drop-off/Wait)
• Services
If they want to change something in their appointment, such as date/time or add/remove services, at
the bottom of your screen you will have these two options
If the customer has specific requests regarding the services they need, type them in the comment box, to
the right of the service. Spelling is paramount when sending notes to dealerships, always click the Check
spelling button, to be certain you’re not sending any typos.
Once everything is in order, either of the Confirm Appointment buttons will submit the request.

Search Appointments
To pull out an appointment, hover (without clicking) over the Reports tab, then click on Appointment
Report.
Here you will be able to look up an appointment that has already been booked.
An easy way to do it is narrowing the search by date. For that you have two calendars in the middle-top
of your screen. These will determine the dates between which the search will run.
In this example, the search is running between August 30th
and September 4th
. The square in red indicates
today.

Once you find the appointment you’re looking for, click on the Confirmation # to access it.
You will be directed to the Appointment Details screen. From here you can click on Change Service to
add/remove services or on Change Time to reschedule the appointment. If the customer wants to cancel,
the Cancel Appointment button takes care of it.
Once all the changes have been made, click on Confirm Appointment to save your changes.

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