Send diagnose overview (V8)
With this feature, you can communicate the status of the car and any additional work from Claire to your customers in a single overview. This can be done via email or SMS. Once the customer has approved the additional work, it will be clearly visible on the work order in Claire.
Changes compared to V7:- In V8, only one diagnosis overview can be sent per work order.
- All checklist items must be converted to interventions to be displayed to the customer.
- The thumbs-up for approving an intervention has been replaced in V8 with a red cross and a green checkmark.
How to send the diagnose overview?
After the mechanic has completed the check, the receptionist will convert the identified necessary and advisory items into interventions and provide pricing for the additional work. Then, the receptionist sends the items to the customer.
For the identified issues, you have not yet received approval from the customer (red X = thumbs down). In the diagnosis/quotation, the customer will either approve or reject the identified points.
Press the button for customer communication in the top-right corner of the work order:
A pop-up window will now appear. In the top section of this window, you’ll see a dropdown menu with the customer’s email address and an option to manually add an email address.
You can also choose Do not send via email. When you select this option, the field for sending via SMS becomes available.
In the notes field, you can add text that you want to share with the customer.
Under Work Description, you’ll see the tasks and a button for prices including VAT %, which is enabled by default.
When replacement tyres have been added to the workorder, they will automatically show up on the diagnostic overview.
The customer can then choose a replacement tyre in the diagnose overview.
Review all the tasks you want to send to the customer. Next to each item, you will see an eye icon. This icon indicates whether the item is visible to the customer.
If you want a specific task to be hidden, make sure to select the appropriate icon:
| Send to the customer / display in the diagnostic overview. | ||
Do not send to the customer / do not display in the diagnostic overview. |
Click the Send Diagnostic Overview button in the bottom-right corner to send the diagnostic overview to the customer.
The work order will now receive a new status: and on the work order detail page, you will see in the status bar that the diagnostic overview has been sent to the customer:
At the bottom of the work order detail page, in the Activity Log section under Type of Activity: Customer, the customer communication process (sent, opened, responded) is displayed along with the timestamps of the activities.
Explanation of the diagnostic overview process icons:These icons can be found in the top-right corner of the work order:
| Send the diagnose overview / the quotation to the customer. | |
The diagnose overview / quotation has been received, but not opened by the customer. | |
The diagnose overview / quotation has been received and read by the customer. | |
The diagnose overview / quotation has been responded to by the customer. | |
| The arrow icon becomes visible once the diagnostic overview is sent. By clicking on it, a new window opens with the diagnostic overview in read-only format. This allows you to monitor it live and maintain an overview at all times. |
What does the receptionist see after the customer has answered?
The following appointment status appears on the appointment detail page and the appointment list (desktop and tablet) when the customer has responded to the diagnose overview:
On the appointment detail page of the WO, the receptionist has an overview of the items the customer has responded to:
Each answer is displayed with one of the following icons:
1. | The customer wants this item to be repaired. | |
2. | The customer does not want this item to be repaired. | |
3. | The customer wants to be contacted. |
Authorize work
Authorize work: The receptionist must now indicate the customer's choice with a red cross or green checkmark. Once the work description receives the green checkmark and a price is set, the Approved Total column will be updated.
This allows the mechanic to see which tasks need to be performed and are authorized during the final inspection:
If the customer has left a comment when responding to the diagnosis overview, the comment will be immediately visible on the appointment detail page in the Customer Actions field:
Click on the red cross to indicate that the customer's comment has been handled, and if the work needs to be carried out by the technician, convert the comment into an intervention by clicking the plus sign:
The customer's comment will then appear in the Work Description field 
. Click on the red cross to make that work description visible to the mechanic.
Customer communication log
In the Activities Log field, a new button appears: Customer Communication Log. By opening this, you get a log of the responded communication(s). The log contains an overview of the date and time of sent and/or answered emails, customer information (name, email address, IP address), and the accepted agreements.
What does the customer see in the diagnosis overview?
The link (Open button) in the e-mail redirects the customer to a web page, which can be created entirely in the company's house style. The following window / welcome screen is displayed:
Once the customer clicks Close, the diagnosis overview opens with a list of planned tasks and found items, divided into the categories Approved and Approval Required.
Behind each intervention, the customer can indicate their choice using the following icons:
Contact. | ||
| Do not approve. Only for advised items. | ||
Give approval / Add to shopping cart. |
If the mechanic has checked the tires, a tire overview will also appear.
At the end of the overview, the customer will have the opportunity to add any additional comments:
On the right side of the overview, the customer sees the selected tasks in 4 parts:
- Approved services (planned services & services that have been answered with the shopping cart icon)
- You will be contacted about (services that have been answered with the phone icon)
- Agreements from the dealer location
- Submit button
The customer also has an overview of the prices* (if set at the location) and the estimate with prices including VAT.
*The visibility of prices depends on the DMS and can be displayed per location.
After the customer clicks Confirm, a pop-up appears with the confirmation:
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