Ideas Portal
File Attached: Visual of Proposed Changes To "Other Tab"
Based on conversations that I have been having with Dealers I suggest moving the location of the items that currently sit in the "Other" tab on the left-hand rail of the platform.
Alert Activity, Text -SMS, and Voicemail Report are items that would elevate the user experience if it wasn't buried at the bottom with no clear understanding of what is "Other."
We encourage Dealers to address their alerts so that they can make sure the customer's needs have been addressed and that the dealership team members are on the same page. By moving these items to the top of the and highlighting these boxes in red it will demand more attention than it's currently being presented.
The Text-SMS is something that I have seen as a major communication gap especially for our dealers that are using Outbound. Many customers are texting the ANI's back but currently the Dealership will not see these text unless they are in the platform and know where to look. By bringing this box to the top and showing them how many "Unread" text messages, they have they can then identify and communicate with the customers who have expressed they would like to use text.
*Dealer Example: AMSI store Ford Lincoln of Cookeville had 40+ text messages in June that went unread because his team did not check the other tab on a regular basis, nor did they get any alerts to coach them on this communication gap. The GM was not pleased because he felt like CallRevu did a poor job bringing this to his team's attention and requested we come up with a better solution to make sure this feature gets enhanced.
Voicemail Report is worthy of being moved as well because Sales Managers need to be able to listen to voicemails left as well as identify customers who reached voicemail and didn't leave a message. These are communication gaps and Sales Managers can close these by listening to the voicemails and responding to the customer's needs.
