Key Components of the Issue Resolution Feature
Establishes a process to manage hot alerts
Enables you to identify customer issues and coordinate resolution between the manufacturer, dealer, and customer
Retains all information regarding the resolution and action taken to resolve customer concerns within one place
Robust reporting included
Issue Resolution – Hot Alert Email Notification
Example – Hot Alert Email
Example – Hot Alert/Issue Ticket
Issue Resolution – Managing the Issue Ticket
Investigating
- The dealer will begin to manage the ticket by changing the status to, ‘Investigating’.
- You will need to state what you are investigating (all comments and status changes will be documented within the ticket).
- You can also add comments to this ticket as well. The more details you provide, the easier it is to track what has transpired between you and your customer.
Closing the Issue
- Once the customer has been satisfied, you can close the ticket by changing the status to ‘Closed’.
- After the ticket is closed an email will be sent to the customer asking if their concerns were resolved to their satisfaction.
- If the customer responds with a yes, the ticket is marked as ‘Resolved’ and ‘Satisfied’.
- If the customer responds with a no, they are not satisfied, the ticket will escalate to the next highest level, whether it would be a Regional Sales Manager or your Customer Service Team, etc.
Issue Resolution – History and Tracking
- Within the ticket you can track all entries that were recorded in the ‘Comments’ section.
- The recipient(s) of the ticket is displayed within the ‘Contacts’ section.
- You can also view the status changes within the ‘History’ of the ticket. This will let you see all action that has been taken for a resolution.
Issue Resolution Reporting
The Issue Resolution Feature offers in-depth reporting showing KPI's and how dealers are interacting with tickets. Dealer performance can be tracked by looking at how quickly issues are managed. Click here for more information on Issue Resolution Reporting.
FAQ's
1. What is the purpose of the Issue Resolution feature?
The Issue Resolution feature establishes a structured process to manage hot alerts, identify customer issues, and coordinate resolutions between manufacturers, dealers, and customers. It also retains all information related to actions taken to resolve concerns in one centralized place.
2. What are the key components of the Issue Resolution feature?
The feature includes:
- A defined process to manage hot alerts
- Tools to identify and support the resolution of customer issues
- Centralized documentation of all information and actions taken
- Robust reporting on dealer performance and ticket interaction
3. What is a Hot Alert email notification?
A Hot Alert email is an automated message that notifies recipients when an urgent customer issue has been raised, prompting the creation and management of an Issue Ticket.
4. How does a dealer begin managing an Issue Ticket?
The dealer begins by updating the ticket status to “Investigating.” They must note what is being investigated, and all comments and status changes are recorded within the ticket for transparency. Additional comments can also be added to maintain detailed communication and tracking.
5. When is an Issue Ticket closed?
Once the customer is satisfied, the ticket status is changed to “Closed.” After closing, the customer receives an email asking whether their concern was resolved satisfactorily.
6. What happens after the customer receives the follow‑up email?
If the customer responds yes, the ticket is marked “Resolved” and “Satisfied.”
If the customer responds no, the ticket escalates to the manufacturer and is updated to “Resolved” and “Not Satisfied.”
7. What information can be tracked within an Issue Ticket?
Users can track:
- All entries recorded in the Comments section
- Ticket recipients listed under Contacts
- All past status updates within the History tab
This provides full visibility into all actions taken during the resolution process.
8. What reporting capabilities does the Issue Resolution feature offer?
The feature includes in‑depth reporting tools that show key performance indicators (KPIs) and how dealers interact with tickets. Dealers’ performance can be evaluated based on how quickly and effectively they manage issues.