COVID-19 Compliance - Overview
As part of AutoPlays response to COVID-19 requirements we have implemented a series of improvements to the existing Sales Pipeline process (released 23/04/20). The new changes are designed to;
- Help dealerships better keep track of customer visits
- Help dealerships keep track of the vehicles they have cleaned and sanitised
- Help dealerships schedule Vehicle Appraisals
- Help dealerships communicate to their customers what is being done with their customer data
1. ROLE MANAGEMENT
To enable the new COVID-19 compliance functionality AutoPlay have created a new Role Management setting called 'COVID-19 Compliance'. This role is a simple on/off for the account and is not User, Manager or Yard based. If activated all users within the AutoPlay account will be able to see the new COVID-19 Compliance functionality.
The role can be set up by any AutoPlay employee, or by any user with Role Admin Manager rights enabled.
Within the role there is a role attribute 'Signing Mandatory On Walk In Leads'. If ticked you will be forced to sign the COVID-19 Disclaimer on any walk in lead (selecting 'Walk In' from the Lead Type field). If you do not want to force this behavior the role attribute can be disabled to allow the completion of the COVID-19 Disclaimer to remain optional.
At the time of writing this article AutoPlay made the decision to automatically turn on the COVID-19 Compliance role for ALL AutoPlay accounts in NZ and AUS. This has been done in order to more quickly be able to deploy this change to benefit our customers. We will not set this as a mandatory action to complete, though this can be enforced if you prefer. If you do not want this COVID-19 section appearing at all then please contact support@autoplay.co.nz and we will disable this role for you.
2. COVID-19 COMPLIANCE DISCLAIMER
When the COVID-19 Compliance role is enabled, dealerships will be able to get their customers to sign a COVID-19 Disclaimer. When creating a new Lead, Test Drive, Appraisal or Loan Car Form you first must enter the customer details. On this screen you will find a new section called 'COVID-19 Disclaimer'.
This function has been kept completely separate from your standard Test Drive T&C's, or your Privacy Policy as it enables AutoPlay to easily turn this off when market conditions return to normal. This approach also helps AutoPlay roll this change out as quickly as possible as it results in less time consuming admin for both AutoPlay and dealerships.
When loading a new Lead it is not mandatory to sign the COVID-19 disclaimer UNLESS the Lead Type selected is a Walk In under Lead Type. This means that the customer is physically in your dealership, and as such it is best practice to enforce that the customer sign the COVID-19 Disclaimer (remember to disinfect your tablet after allowing the customer to sign any document in AutoPlayAuto.com).
To sign the disclaimer simply click on 'VIEW & SIGN. This will display a pop up with some information for the customer to read explaining a little about what the dealership is doing during COVID-19 pandemic. This includes a broad introductory statement that lets your customer know that you are looking after their safety, as well as two statements which must be answered.
- Statement 1 is designed to elicit from the customer that they are not currently sick. This is to help protect your employees by allowing the dealership to take appropriate precautions such as basic PPE or social distancing should they encounter a sick visitor to the dealership.
- Statement 2 is designed to communicate that should the government request it, the dealership will make their personal contact details available for the purposes of contact tracing if any infections occur.
If the customer agrees with both statements they can slide the toggle to agree and sign the Signature area, before clicking on the 'SAVE' button.
If the customer does not agree with either of these statements and slides the toggle to 'NO' you will see a warning message notifying you that the customer did not agree. If this occurs you are still able to proceed with creating your new lead by clicking 'YES', however it is recommended you exercise caution and take appropriate action in accordance with your internal policy. If you do not wish to continue click 'CANCEL' and you can either change the answer or abandon the lead completely.
The COVID-19 Disclaimer will be visible on the View Lead screen along with the Date & Time the customer signed. This can be updated at any time if if required.
The signed COVID-19 Disclaimer will be automatically pulled through to the Test Drive Form, and this can be updated if the Test Drive is done on a different date. To update the COVID-19 disclaimer simply untick the 'Agree' checkbox and sign again.
If your customer signs the COVID-19 Disclaimer multiple times this will be recorded in the 'VIEW HISTORY' section on the lead. Each entry will be recorded and date stamped regardless of whether it occurred on the Lead or Test Drive. The information is also written back to the customer record in the CUSTOMER ACTIVITY screen so you have a full breakdown of the customer signing the COVID-19 Disclaimer and the vehicle being sanitised after their Test Drive.
3. COVID-19 VEHICLE SANITISATION
One of the ways that dealerships will be impacted by COVID-19 is the heightened need to clean and sanitize surfaces that customers may have interacted with. The Test Drive Form has new Vehicle Sanitisation section that your groomers can complete to verify once the vehicle has been disinfected. Note - this section will ONLY appear on the Test Drive Form AFTER the Test Drive has been marked as completed.
To sign the Vehicle Sanitisation section the user must tick the 'This vehicle has been cleaned and sanitised' check box. Once signed the logged in User will be recorded as having declared the vehicle sanitised to acceptable dealership standards. This section is not compulsory, but is recommended as a good action to ensure discipline is maintained and both staff and customers are kept safe. If the section has been completed prematurely this can be cleared by unticking the check box within vehicle sanitisation section.
Any user is able to record a vehicle being sanitised after Appraisal or Test Drive provided they have Role Management rights to view the lead, however this is always stamped with the logged in user and cannot be manipulated. To enable Groomers or not frontline sales staff to find the Test Drives and Appraisals that require sanitisation these users need to be added to AutoPlayAuto.com. However there is no need to add groomers to any existing role management settings. Simply tick the 'Is Vehicle Groomer' option under the User admin screen and this user will have full read only rights to search the Vehicle Registry for Test Drives, and Appraisals Dashboard for Appraisals requiring sanitisation.
To find the Test Drives that require sanitisation users can filter Test Drives and Loan Vehicles via a new filter in the Vehicle Registry. The Dashboard defaults to ALL, but can be filtered to 'Not Sanitised' or 'Sanitised'.
The Vehicle Sanitisation details will then be visible on the View Lead screen against each Test Drive.
In addition you can view the history of all vehicle sanitisation on the Listing Summary popup and the Listing screen - including the date sanitisation occurred, the user who completed the sanitisation and any Lead, Test Drive ID associated (located within the Safety section on each listing).
The Vehicle Sanitisation section is also available on the Vehicle Appraisal Form as well. Like the Vehicle Registry there will be a filter to find Appraisals that have/have not been sanitised.
4. CHECK IN & CHECK OUT
With contact tracing it's important to be able to find out when customers have been in and out of the dealership. AutoPlayAuto.com already has this ability with the Calendar to record each time a customer is in the dealership for Booked Test Drives, Delivery, or Visit In Event types.
To make recording your customers visit times even easier w'eve added a simple Check In and Check Out button on the View Lead screen. When your customer actually visits the dealership make sure to mark the 'CUSTOMER CHECK IN' field with the date/time.
This displays with the last time the customer Checked In and Out on this lead. If the customer has not been checked out you will not be able to Check them in again until you Check them out from their previous visit.
To check a customer out as having left the dealership simply click the 'CHECK OUT' button and record the time/date they left the dealership. The date/time will default to the current time but can be changed as required to ensure accurate record keeping.
Once the customer has been checked out, if the customer visits the dealership again just click on the newly active 'CHECK IN' button. Each Check In must be accompanied with an associated Check Out, but you can check the customer in and out on the same leads as often as required.
To make it easier to find your leads there is a filter on the Dashboard for the Check In Status so you can easily filter to which customers might still be in the dealership using the 'Checked In' option.
When you complete a Test Drive or a Calendar Event (for Booked Test Drive, Scheduled Vehicle Appraisal, Delivery or Visit In who will also be prompted to updated the Checked Out date if you have the customer checked in but not yet checked out. You can ignore this and update on the Lead itself if you prefer.
The View Lead screen only displays the latest Check In and Check Out recorded on the lead. However if you need to see a full history of all the times the customer has Checked In and Out, these are recorded in the Lead History popup on your lead, as well as showing on the Customer screen.
5. NEW EVENT TYPE FOR SCHEDULED VEHICLE APPRAISALS
With the sensitivity around public gatherings it's going to be even more important to utilise the Calendar within AutoPlayAuto.com in order to accurately track customer activity and more tightly control who is visiting the dealership. In addition to the existing face-to-face Event types - Test Drive Booked, Delivery, Visit In/Out we have added 'Scheduled Vehicle Appraisal' - allowing dealerships to set up specified times for a customer to drop off their vehicle to be appraised.
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