Customer Name File Training

Customer Name File Training

Customer Name File Training

Policy Scope

  • Effective: August 2013
  • Scope: All employees who access the Jim Ellis database through any of the company’s software programs (i.e. Drive, CRM, Desking, etc.)
  • Purpose: To insure complete and accurate information in the Jim Ellis database.

Customer Name File Training

Policy Statement

  • Each client entered into the Jim Ellis Database has a value and is like putting cash in the bank. It is the responsibility of each employee of the dealership to gather and input accurate data as well as to update data within the system with each client interaction with the dealership group.
  • Jim Ellis provides processes regarding proper procedures for adding or modifying the Jim Ellis database to each employee as they go through their Jim Ellis Orientation and training. These processes and procedures are always available through the Jim Ellis Education and Training Department, on the Jim Ellis Portal and from your Department and General Managers. Further, it is mandatory for any Jim Ellis employee to complete the Jim Ellis Customer Name File Policy/Procedures module before they engage the Jim Ellis Database.
  • Our database is distorted by inaccurate or false data. It is imperative that employees make sure that data is complete and accurate. Failure to comply with this policy and follow the processes and procedures put in place by the Jim Ellis organization is a violation of our employment agreement and is open to disciplinary action up to and including termination.

Customer Name File Training

Procedures

  • It is Jim Ellis Policy that all NAME-TYPE 4 records input in Service, Parts, and Accounting include complete address and phone data. This includes Employees input into NAME-TYPE 4 as a customer…these integrate with contact management tools (i.e. CRM and/or DealerSocket) as well as other areas of the DMS
  • When inputting an Individual into the Jim Ellis database, it is only appropriate to input their personal home address and home or cell number and never have their Employer’s address or phone number input into an Individual’s file.
  • Company input should also have address and phone.
  • Input into the DMS should ALWAYS be in UPPER CASE.
  • Under NO circumstances is rude, foul or disparaging information ever to be allowed within the database. This is grounds for immediate dismissal.
  • It is not acceptable to enter false or inaccurate information into the database to bypass required fields; i.e. 123 Main Street, or 123 Nowhere Lane, or 111-111-1111. Any field with unobtainable data (i.e. email address) should be left blank. DO NOT USE wng or dnh, etc.
  • When entering a Sr., or Jr., or III etc. this is added at the END of the LAST NAME NOT THE FIRST NAME; i.e. COCKRELL III, WILLIAM F, input this data in the SUFFIX FIELD (drop down and select appropriate). The same applies to the TITLE prompt--which goes BEFORE the FIRST NAME (there is no drop down – input Mr., Ms., Mrs., Dr. etc.).

Customer Name File Training

Procedures cont’d.

  • SERVICE AND PARTS – In the event that a VIN # is pulled up and the owner is no longer the same (vehicle was sold). Close out and begin a new service repair order with all the appropriate customer information and that particular VIN #. This will remove ownership from the first owner and attach that VIN # to the new owner. This will keep the original owner history with their Customer # and retain the new Customer as well. DO NOT CHANGE THE NAME ON THE ORIGINAL FILE.
  • ADP Drive and CRM cannot accept hyphens or dashes. A space must be used such as if Last Name is Gillies-Perez….it would be entered in the LAST NAME FIELD as: GILLIES PEREZ
  • The control # should retain the original name of the buyer—not the person bringing the vehicle in for service—the driver of the vehicle should be entered as contact information for this particular service repair order
  • The RNE report is generated each day for the previous day. This report is reviewed by the Client Loyalty and Data Integrity Team. Any identified errors or duplicates are corrected from that report. Additional training will be given to the employee as needed.

Customer Name File Training

Procedures cont’d.

  • Duplicate Warnings: It will display a list of potential matches (IF)…
  • The First and Last Name or the Company Name sounds the same as input.
  • The same Address, City and State and Last Name or Company Name sounds the same as input.
  • The 7 digits of the Phone and the Last Name or the Company name sounds the same as input.
  • There is potential for 3 warnings of a duplicate entry. Each employee needs to use “reasoning” to determine whether any of these are actually duplicates.
  • ADDING A NEW CUSTOMER – When selecting the option to add a customer and, when based on any of the criteria mentioned above causes a display of similar names, verify that the Name, Address, and/or Phone that you are about to input matches a selection on the Display. If so, use that matching customer number and name – DO NOT CREATE A NEW CUSTOMER NUMBER. However, if the Display does not show matching data with your new input, select the option to ADD a new customer number. Then, complete input to ALL fields.

Customer Name File Training

Procedures cont’d

  • Potential duplicates? Inform your Client Loyalty Representative in your store or email: [email protected] with customer numbers and names.

Question 1

  • Jim Ellis employees should be entered into the database.

Question 2

  • Use a space for hyphens and dashes.

Question 3

  • If you can't obtain the information, leave the field blank.

Question 4

  • Leave the field blank.
  • Use the client's business information in their file.
  • Use the generic address or phone number, such as 123 Main St.
It is policy that, if you can't obtain an address or phone number you can...

Question 5

  • If a different person... other than the original buyers... brings the car in for service or buys a part... modify the database file with the new owner information.

Question 6

  • My accuracy in the database is monitored.

Question 7

  • If you have an irate or nasty customer, you can note in the comments information forewarning other employees.

Question 8

  • To teach you how to access the database.
  • To teach you how to remember a customer's name
  • To insure complete and accurate information in the database
  • To teach you how to greet our customers

What is the purpose of this policy?

Question 9

  • Upper and lower case is appropriate to use in the Jim Ellis database.

Question 10

  • 2
  • 1
  • 4
  • 3
How many prompts can you receive to warn of potential duplicates?