Scheduling Platforms

Service Scheduling Platforms:
As you will see we have multiple different ways to schedule an appointment for a
customer. The following listed below are the types of platforms that we use

1. Xtime- You will be provided your own personal login information for Xtime when you are doing the chat program. Same rules apply for Xtime as it doe for Inbound calls. If Xtime states the password needs to be updated or you can not get in please let your chat Supervisor on Duty know immediately.

The current Xtime Username:k.hobbs
Password: Carnow123

2. Timehighway- Same as Xtime you will have your separate login
information. Please refer to the top of the sheet and in your email for the login information.

The current TimeHighway Username is: BradL3978
Password: 8Le8owsky3978

Feel free to save the username and passwords for Chat on to your computer. You can save multiple accounts on your computer.

3. Client Facing Tool “Website”- For someone of the dealerships you will notice
that they are not Xtime or Timehighway. If you go to your service information tab and type schedule you will see that the service team has left us a website link to us to get customers schedule. On your dealership tracker, you will see that this is listed as a website.

4. Collect and Lead- This is the most common type of scheduling platform that you will see. Collect and Lead means that we are speaking with the customer- have they been to the dealership before or is this their first time? Asking what services they are looking to get scheduled, would like to wait with their vehicle or drop it off for the day, Do they have a preferred service advisor they would like to work
with. Once we get all the normal scheduling information, we will inform the customer that to finish getting them scheduled a service advisor will be giving them a call via phone.

After we have ended the conversation with the customer we will gather all the information that was just given to us and we will for a worksheet. This is very similar to the inbound worksheets) Here is an example:

“Ms. Starr would like to come in for an oil change, tire rotation, and alignment on Friday, April 5th. Ms. Starr states that there are 57,853 miles on her 2017 Toyota Corolla. She would like to work with Nathan and to wait with her vehicle in the morning. The best number to give the customer a call back will be
667-225-1020. Thank you and have a great day.”

The more detailed the lead is, the better. Most of the dealerships that we work with are Collect and Lead dealerships. This is very important that we get these worksheets correct.