Send a diagnostic overview

Send a diagnostic overview

This overview allows you to communicate the status of the car and additional work directly from Claire to your customer. This can be done either by e-mail or SMS. Once the customer has approved the additional work, it will appear on the work order in Claire.

How is the diagnostic overview sent?

As soon as the mechanic has completed the check, the reception can immediately price the additional work and send the items to the customer.
Click on the Customer Communication button in the top right corner of the work order:

 

A pop-up window will appear. In the upper part of this window, you will see a dropdown where you can select the desired e-mail address. In the note field, you can add text you wish to share with your customer:

 

View all the work you want to send to the customer. An eye icon is shown next to each item. This icon shows whether it is visible to the customer. If you would like to hide a particular work item, make sure you select the correct icon.
 

- Send to the customer / show in the diagnostic overview

 

- Do not send to the customer / do not show in the diagnostic overview

 

 

 

Click Send in the bottom right corner - the diagnostic overview will be sent to the customer.

 

The work order gets a new status.

On the work order detail page, you will see in the status bar that the diagnostic overview has been sent to the customer:

 

 


When the customer receives the e-mail, they will see an "Open" button.
 
As soon as the customer clicks on it, you will see a new notification in the status bar:

 

The following status in the status bar appears if the customer has responded to the offer:


What does your customer see in the diagnostic overview?  

The link (Open button) in the e-mail leads the customer to a web page, which can be customised entirely in your corporate identity. The welcome screen will be displayed:

 

When the customer closes the window, the diagnostic overview opens with a list of planned work and found items, divided into 4 categories:


1. Scheduled services

2. Necessary items

3. Recommended items

4. Checked items that work properly


 

The customer makes their decision for each item listed.


For advised items, a "do not agree" option can be activated.

 

 

At the end of the overview, your customer gets the opportunity to add any additional comments:

 

 

On the right-hand side of the overview, the customer sees the selected work in 3 parts:
  1. Scheduled services
  2. Additional items to repair (answered with the shopping basket icon)
  3. You will be contacted for ... (answered with the phone icon)

 


The customer has an immediate overview of the prices (if set on location), budget (prices incl. VAT) and total VAT.

 

The visibility of prices depends on your DMS and can be displayed per location.

What does the receptionist see after the customer has answered?

 

The receptionist can see that the customer has responded to the diagnostic overview in the Appointment list:




If you open the work order you will be directed to the appointment detail page, where you have a complete overview. 

 

On the appointment detail page of the WO, the receptionist has an overview of items the customer has responded to.
These responses are added in the column next to the pin and snooze button. Each response is displayed with one of the following icons:

    1. : Customer wants to repair this item

    2. : Customer does not want to repair this item

    3. : Customer wishes to be contacted

 

Authorise work: the receptionist must indicate with thumbs up / thumbs down what the customer's choice is. This allows the mechanic to see what he is authorised to do.

 

 

 

 

In Important items, a Customer Communication log appears with comments and questions from the customer (if filled in by the customer).
 



Click on the cross to indicate that the customer remark has been read.


You can also share the remark and make the attached video and image visible to the mechanics.

Click on the button that is indicated by the red arrow in the image below:


The following window opens. Enable the "Visible to mechanic" button:


Once this is done, mechanics will see the comments in the appointment detail page:

 

Customer communication log


Clicking on the Customer Communication log icon opens a new window displaying a log of answered communications. The summary includes the date and time of sent and/or replied emails, along with customer details such as name, email address, and IP address.

 

 

If any changes have been made to the quotation, the diagnostic summary can be sent again.

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