Video · Customer experience

The customer’s on the phone about a recall.

What the job needs, from the phone call, not the write-up. 0:50

Each example is re-created from an actual repair order or appointment, with names and identifiers changed. The screens are simulated; DealerNavi works on the screens your team already uses.

On-screen captions

  1. The agent types the recall code.
  2. DealerNavi answers with what this recall needs.
  3. Restrictions, what to tell the customer, parts.
  4. Manager’s note: acknowledged.
  5. Booked with the recall and a parts note.
  6. The advisor sees it all at write-up.
  7. The agent types three campaign codes. A card for each.
  8. Three campaigns on one vehicle, sorted by priority.
  9. All three booked in one visit.
  10. The facts for every campaign the agent books, while the customer is still on the phone.

Read the guide

How to improve service CSI and CXI scores, starting at booking

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