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99. Click2TestDrive

Discover in this article the step by step of how the new feature "Click2TestDrive" of Onlive.Site works

99.1 How the customer journey looks like

In this video you will see an approximation on what steps the user takes to process a a test drive booking online at the market website.

Similar experience (excluding the zip code input step + map with several dealers step) is available for each Cupra Master website (iframe specific).

99.2 How the backend of the tool looks like (Cupra Master backoffice)


    1. How to access the tool 

1) The first time you log in the platform: Go to vms.onlive.site enter and click on "Did you forget your password?" -> Enter the email address you provided for this project (eg: tavascantestdrive@castellanamotor.es) and press on "Reestablish password".You will receive an email at the mail provided with the instructions to set your new password and enter the platform.

2) Any time after signing in for the first time, just go to vms.onlive.site and enter your username and password

    1. Resetting password (for the first time and later on)
    2. Menu
      1. iCalendar (XD screenshot)
      2. Asset (XD screenshot)
      3. Leads (XD screenshot)
      4. Settings
        1. Users (XD screenshot)
        2. Accounts (XD screenshot)
        3. Service (business as usual & events) (XD screenshot)
      5. Configuration (XD screenshot)
        1. My account (Dealers/Cupra Masters) (XD screenshot)
          1. Name (XD screenshot)
          2. Surname (XD screenshot)
          3. Email (XD screenshot)
        2. My availabilities individuales (XD screenshot) -
        3. Organization (Importer) (XD screenshot) (puede ignorar practicamente todo)
        4. Settings (Importer) (XD screenshot)
      6. Three dots (XD screenshot)
        1. Language change
      7. Exit (XD screenshot)
  2. How the iCalendar Section works:
    1. Calendar view (XD screenshot)
      1. Manual Appointment - New Appointment (incluye flujo manual)
      2. Filters (XD screenshot)
      3. Clicking on an appointment (XD screenshot)
      4. Editing an existing appointment (XD screenshot)
      5. Cancelling an appointment by Cupra Master (XD screenshot)
      6. Changing Date/Time by Cupra Master (XD screenshot)
    2. All appointments (XD screenshot)
      1. Scrolling laterally (XD screenshot)
      2. Details (icon “i”) (XD screenshot)
      3. Editing  (XD screenshot)
      4. Filtering (XD screenshot)
      5. Downloading tables
    3. Future appointments (XD screenshot)
  3. Steroids
    1. Assets
      1. Basic Info (XD screenshot)
      2. Variants (XD screenshot)
  4. Lead Generation
    1. List (XD screenshot)

 

  1. Service Availability Templates
    1. Edit only by Importer Dates & Group
    2. Book an appointment from calendar (By Dealer/Cupra Master)
    3. Create Availability
        1. Periodo del servicio
        2. Ejemplar/ejemplares
        3. Duración, buffer, minimo pre-aviso, rolling-weeks,
    4. Metadata de comunicación
      1. Grupo

 

  1. Filter
  • Use Cases Scenarios:
    1.  Inbound Appointment through the website: User makes an appointment from website. (minvideito) Both - User & Dealer get email notificiation/confirmation (XD_pantallazo) - Dealer sees the inbound appointment in his calendar & at the table view. 
      1. SCENARIO 1: USER GOES TO TEST DRIVE
        1. User gets reminder emails when test drive is close (eg: 1 day before, 1 hour before) (XD_pantallazo)
        2. Test happens -> and Dealer changes stage from “pending to done”.((XD_edición de estado ) Dealer changes subtage to to “Interest in Sales”→ User gets Satisfaction email (Pantallazos)→ Responds to survey → CSAT appears in Tables and appointment details.
        3. A few days later → Dealer edits test drive with “ Sales Accomplished”
      2. SCENARIO 2: USER CANCELS
        1. User gets reminder email and decides to cancel directly from the email. Notification of cancellation is sent to both user and dealer → Stage is changed to “CANCELLED” (automatically?)
        2. User calls to cancel or ends up not showing → Agent manually cancels appointment.
      3. SCENARIO 3: Cupra Master/Dealer cancels or modifies the appointment appointment (First call user to inform that cancellation needs to be made)
        1. Cupra Master cancels the appointment from Calendar View -> Both CM and user get cancellation email notification
        2. Cupra Master modifies the date of  the appointment from Calendar View -> Both CM and user get change date email notification
      4. Walk-in en dealers/ llamadas telefónicas: Introducción manual de los leads en la plataforma de Onlive
        1. From Calendar 
        2. From Availibility
      5. EVENTS
        1. TBD

 

    1. Changing Stage
      1. From pending to Done → Automated email
      2. From Pending to Cancelled -> Automated email
  • Dealer wants to extend dates of the tavascan in his location
    1. He can not edit dates → Reach Improter
    2. Importer edits availability dates on both Dealers (the one that has more days , and the one that has less days)
  1. El importador
  2. El call center puede 
    1. Helpdesk Chat - Reaching customer service