Getting started - Retention Centre
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Contents
Summary
This article will explain what the "Retentions Centres" are and briefly how to use the retention centre.
More Information
The retention centre is a hub to automate and simplify regular actions required to maintain good relations with customers and foster the best possible business relationship with them. The purpose of this software is to help you to retain customers and thus maximise your business by staying in touch with customers in various ways and reminding them of significant events.
There are currently three different types of the retention and each type is to be used in accordance with the data needing to be sent out. These are Workshop, Vehicle Sales and Customer Retention Centres.
Each retention centre has two different process which are " " and " ". The differences between the two is that the " " is the main retention centre for the workshop and is a one click operation to send out all the media to your client data base. The " " is where you can choose the media being sent out, by which method and to which customer.
Workshop Retention
The "Workshop Retention Centre" is where you would go to send out 1st and 2nd Service, MOT or combined reminders, Confirmation of workshop jobs, reminders of an appointment in the workshop and a thank you to the customer once the job has been completed.
- To use the "workshop Retention Centre" go to " Workshop Retention Centre".
Vehicle Sales Retention
The "Vehicle Sales Retention Centre" is where you would go to send out thank you letter for purchasing a vehicle from you, 1st,2nd,3rd and 4th sales follow ups, Warranty Expiry reminder and finance end contacts as standard. It is also possible to add a custom action to be sent.
- To use the "Vehicle Sales Retention Centre" go to " Vehicle Sales Retention Centre".
Customer Retention
The "Customer Retention Centre" is where you would go to send out Birthday wishes and Christmas Greetings, as well as being able to send out retentions from the other two centres.
- To use the "Customer Retention Centre" go to " Customer Retention Centre".
Regular Processes
- Clicking on this option gives you the main customer retention screen, which will show you:
- "Date" - Which is the date the action is due.
- "Code" - Which is the customers account code the action is for.
- "Name" - Which is the customers name.
- "Type" - Which is the type of action. i.e. MOT Due, Service Due...
- "Contact Due" - Which is the contents of the media to be sent. i.e. 1st Workshop Reminder
- "Method" - Which is how the contact will be sent. Either E-mail, SMS or letter.
- You will need to review the various contacts in the "Customer Retention Centre" make sure that the "Contacts Due" are for the right customers and that the correct "Method" has been selected to send the media out.
If you need to update any details on a customers account press <Shift+F10> which will open up the "Customers Properties" screen where details can be amended.
- Once you are happy to send out all of the contacts simply press <F2> or click [Process All] at the bottom of the screen.
Once processed you will see multiple print status screens appear as each contact is sent the media you have chosen.
- The retention Centre will then take you back to the processes screen.
If you were to click on " Regular Processes" again you will get a blank retention centre with a pop Up warning "No Actions Required".
Individual Processes
- Clicking on this option will list out the various "Actions" that can be sent to your customers.
- To use a particular action simply press <Arrow Key Down (↓)> until you highlight the action you wish to send and press <F2> or click [Send]}. Alternatively double click the left mouse button on the action you wish to send.
- On all retention Centres the "Medium :" is selectable, choose from either E-mail, SMS or Mail.
- Depending on which "Retention Centre" you are using and the action you have selected you will be able to enter in one of the following:
- "Customer:" Enter here the code for the vehicle requiring the currently selected action.
- "Vehicle:" - Enter here the code for the vehicle requiring the currently selected action.
- "Job:" - Enter here the code for the customer requiring the currently selected action.
See Also
- How do I Send an Email from Platinum?
- How do I send an SMS Message from Platinum?
- How do I filter out Customers I don't want to Contact?
- How do I stop PDI's from appearing in the Retention Centre?
