Effective communication between technicians, parts managers, and service advisors is key to running a successful service center. We've introduced a parts-specific notes section raising visibility for your team and making the parts quoting process easier. We have also made changes to internal Shopchat messaging to make it easier for your team to access and reduce noise.
What is this feature?
The latest updates introduces a dedicated space for sharing Internal Parts Notes and separates internal communication into a specified ShopChat area. These features replace generic messaging fields with specialized sections designed to bridge the gap between the service bay and the parts counter.
Why it Matters
| The Problem | The Impact |
| Parts teams sometimes overlook certain technical details that are important for accurate pricing. | Faster Pricing: Dedicated notes fields help parts teams quickly access important details like tire sizing. |
| Internal communications were often included within recommendation screens. | Centralized Chat: The new ShopChat button offers a convenient single access point for all internal conversations. |
| Service advisors were occasionally not fully informed about part-specific requirements. | Full Transparency: Parts notes are now available on the Advisor's recommendation page for your convenience. |
How to Use It
Step 1: Accessing ShopChat
On the desktop, the previous "Internal Messaging" button has been updated to a larger ShopChat button. Clicking it will open the complete history of internal messages related to a particular customer or inspection.
Step 2: Adding Dedicated Parts Notes
When a technician marks an item as "Fail" or "Caution," they will see a new Internal Parts Notes field in the recommendation box. This field is meant for details the parts team needs to create an accurate quote.
Step 3: Parts Department Review
Parts representatives can now see these specific notes clearly in their dedicated Parts View. This eliminates guesswork when searching for part numbers and pricing.
Step 4: Advisor Visibility
Service Advisors can easily view these parts-oriented notes right from the Recommendation page. This helps ensure the advisor is clear on the technical details before sharing the quote with the customer.
Step 5: Using Mobile Enhancements
The same functionality is also available on mobile. You can find the ShopChat icon on the customer list or within the MPI. When failing an item on mobile, please use the Notes for Parts Department section at the bottom of the recommendation.
FAQ
- Where did the line-level messaging from my Tech go? As we transition, all existing line-level messages created by your team can now be found in the ShopChat internal communication section. Going forward, Parts Notes will replace this functionality.
- Where did the old ShopChat (Internal) field go? It has been replaced by the dedicated Internal Parts Notes field within recommendations to help make things clearer for the parts team. General chat is now handled in ShopChat.
- Can the customer see these notes? No, these notes are just for internal use and meant to help communication between technicians, parts, and advisors.
- Does ShopChat work on my phone? Yes, the mobile app has a ShopChat icon that lets you access all internal messages related to the inspection you're working on.
- Where did the fourth "Internal Message" Icon go? This has been removed and replaced with the ShopChat button that is available when viewing the inspection. You can still see the customer facing messages by clicking any of the other communication buttons - we have separated out internal messaging via ShopChat to reduce noise and any confusion.
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