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Release Notes

21Mar
2014

MultiPoint DMS Writeback

Posted by Manuel Soto

The Writeback feature in MultiPoint allows advisors to add approved recommendations to their repair order in the DMS as new line(s). This saves  time by eliminating the need to manually enter the new job lines into the DMS. This feature is currently available for ADP Drive and Dealertrack DMS. The feature is not supported for any other DMS. ..


13Mar
2014

Technician Quick Start Card - v3.19

Posted by Manuel Soto

Introduction

This informative reference tool is a quick guide to the administrative features of MultiPoint™. Complete instructions are available by accessing Help from the Tech View RO List.  Tutorials and exercises are available by accessing Online Training at http://helpdesk.autopoint.com.

MultiPoint is designed to increase technician productivity by streamlining the inspection process. The topics covered in this reference guide are:

  • Utilizing the Repair Order (RO) List to access repair orders
  • The functions of the RO in Progress Tab
  • Performing inspections in EDGE
  • Search
  • Favorites
  • Switch Users

RO_List_tab

RO List

The RO List tab is where all shop vehicles are located once they have been written up in the DMS. From this list, a technician can choose an RO or load an RO if it is not displayed on the list.

Load a Repair Order

ro_list_load_roIn the upper left hand corner of the RO List tab, there is a field that allows you to load a repair order. You can load an RO by five criteria:  RO number, tag number, license plate, or the last 8 digits of the VIN, and the customer’s last name.  Press Enter or hit the Go button to load the RO. The RO will load in the RO in Progress tab.  You may also load any RO on your RO List by double-clicking on it.

[box style="1"]TIP: Once you load an RO into the RO in progress, the title bar will contain the main RO details (RO number, tag, year, make, model, engine, mileage).[/box]

Select a Repair Order

When using the Load RO function more than one RO may contain the search criteria used as keyed in to the Load RO field.  If this is the case MultiPoint will display all of the ROs that contain the search criteria in question.  To choose an RO from this list simply double-click on it.

select_repair_order

RO in Progress tab

Once an RO is loaded it is displayed in the RO in Progress tab.  The left half contains lines as written on the RO in the DMS.  These are also known as the Original Customer Requests or OCRs.  The right half of the screen is a web browser used to locate OEM documentation, SmartTech, or any webpage that is otherwise available in the network infrastructure.  (Please reference MultiPoint Help, AutoPoint Help Desk, or an AutoPoint associate for more information regarding SmartTech).

The main tasks performed on the left side of the pane include:  documenting the inspection results, communicating recommendations regarding diagnostic lines, accessing Shop Notes, and setting Shop Flags.

Inspections

Open an Inspection

If the service advisor has added an inspection Op-Code on the RO the inspection will be listed underneath the OCR in the Customer Requests section.  Simply double click on the icon to open the inspection.

add_inspectionAdd an Inspection

If an inspection package has not been automatically added to an RO via an Op-code, a technician may add one by clicking the Add Pkg button on the tool bar. The Select a New Package dialog box opens. Select the appropriate package by clicking Go.

select_new_package

Recording Inspection Results

  1. The inspection list is organized by sections and tasks within each section.  To document recommendations locate the desired task and select the desired result. Pass, Caution, Fail, Not Done.Recording a task as Caution or Fail causes a dialog box to appear. The dialog box is populated with a list of the most common observations and recommendations for that task.
    • Select an observation from the list on the left side of the dialog box. Make sure your desired selection contains a checkmark in the appropriate box adjacent to the wording.
    • Select the desired recommendation(s).  Make sure an observation and a recommendation are selected with appropriate check marks.
    • Choose OK
    • Some task items require measurements (brakes, tires, etc.) in these instances a dialog box opens even when the green pass box is selected. Choose the appropriate measurement and click OK (you do not have to choose a recommendation for passed items).
  2. Once you have cautioned, failed and recorded all items requiring measurements, click the Pass Rest button. All remaining unchecked items will automatically be marked as Pass/Done.
  3. Click Add Rec to add any recommendation that isn’t addressed within the inspection package. You will need to type your observation and recommendation instead of selecting from a list.
  4. Click Pkg Done to complete the inspection package.

Notes:

  • inspectionEvery task for which an observation was made display on the Obs/Rec Summary pane found on the right hand side of the Active Package window.  If you double-click an item on that list it will open the Obs/Rec window so changes can be made.
  • Click Specs for additional information on the specific item being inspected. MultiPoint displays the specifications in a pop up window.
  • Clear All removes all of the check marks from the inspection. Clear One will clear the check mark from the highlighted line.
  • The grey box is used to indicate which items were not inspected or were not applicable for the vehicle during this visit.

Shop Flags

Shop Flags are intended to track the flow of an RO through the Service Department and increase visibility of where an RO currently sits in the process.  There are three Shop Flag columns on the RO List; and the flags available under each column are customizable by shop.

Shop Flag 1: This Shop Flag is used by all departments.  Shop Flag 1 indicates the current status of an RO or the next action that needs to be taken.  This is the only Shop Flag that will change the color of an RO on the RO List.

Shop Flag 2: By default Shop Flag 2 is designed to be set by the Parts Department.  This flag is used to indicate the availability of parts for an RO.

Shop Flag 3: This Shop Flag is typically used by service advisors.  The most common uses for this flag include indicating Waiter status, promise time for vehicle pickup, and keeping track of assigned loaner vehicles.

Shop Notes

shop_notesShop Notes is a feature designed to allow internal communication regarding specific repair orders.  The button is located on the main toolbar in Tech View.

The Shop Notes will never appear on any of the customer reports.  Because of this Shop Notes can be used for many different thing including parts and availability details, general communications, and specific questions and answers between staff members. Once a Shop Note has been saved it can never be edited nor deleted and will remain with that RO in MultiPoint indefinitely.

There are several shortcut buttons located at the bottom of Shop Notes to make them as easy to use as possible.

Print: This button will print all of the Shop Notes saved for this RO.  When printed the RO number will be located at the top of the Shop Notes

Request: This button will input a customizable template right into the Shop Notes.  This feature is most commonly used by technicians for submitting parts requests.  The button is completely customizable so it has the potential for other uses as well.

Recs: The Recs button will paste a list of all the recommendations that have been made on this particular RO.  This includes inspection recommendations, recommendation made using the Ad-Rec button and the cause/correction for any Original Customer Requests that have been entered into the EDGE software.  This does not include Previous Declined Recommendations.

Shop Notes Column on the RO List

The RO List includes a for the Shop Notes icon.  If a Shop Note has been saved for the RO you will see the Shop Notes icon shop_notes_icon.  If no Shop Notes have been saved this column will be blank (no icon).  There is an alternate Shop Notes column available in the Column Chooser (see above).  The Shop Notes (time elapsed) column will not only show the Shop Notes icon – but will also show how long it has been since the Shop Notes were updated.

Inspection History / Previously Deferred Recommendations

MultiPoint gives you two quick and easy ways to access Inspection history.

Method 1: From the RO in Progress tab, hit the Estimate button.  This will open the estimate screen for that particular RO.  If this vehicle had been inspected in the past AND if  recommendations have been deferred by the client during that visit.  Those recommendations will be listed on the estimate under the section Previously Deferred Recommendations.  Information displayed includes task items cautioned and failed, observation made, recommendation made  date of the  recommendation, pricing information, and the technician who made the recommendation.

prev_dec_recs

Method 2: Input the last 8 digits of the VIN in the Load RO and hit  (see Load a Repiar Orderon page 1).  The resulting list will be of all of the ROs written and migrated to AutoPoint since the inception of the MultiPoint inspection process.   Since multiple ROs/inspections could be displayed choose the appropriate RO and double-click to open.  Once displayed click on the inspection icon to see all of the task items that were Passed, Cautioned, Failed, and marked as Not Done.  The inspection details are found along the top of the inspection.

last_inspected

Search – Smart Tech, Direct Hit, and OEM Websites

The right side of the Tech View screen one can display a wide variety of information.

SmartTechSmart-Tech

Designed to help technicians spot common cautions or failures on specific vehicles based on year, make, and model of a vehicle.  SmartTech generates a report that indicates the top parts failures and most common recommendations.  Technicians will load the SmartTech report by choosing the SmartTech button.

Note:  Maintenance recommendations are removed from this report (fluid services, tire rotation, etc).

  • Part Failures: this section of the report shows the most common part failures for this vehicle.  This data includes failure from Original Customer Requests and Inspection results.
  • Common Recommendations: this section of the Smart-Tech report shows the most common recommendations made by technicians during the inspection process.

 Identifix and Direct HitTM

If the shop currently subscribes to Direct HitTM the users will be able to view Direct Hit information from the pane.  One will need to only enter search teams in the search box in the upper right hand corner of the screen.  Choose Enter which will open Direct Hit in a separate window.

AP_DH

If you do not have access to Direct Hit and would like a free test drive please visit, www.identifix.com.  Please see Identifix and Direct Hit documentation for usage tips.

OEM Website and other websites

The search pane also acts as a web browser because of this the particular oem’s website can be loaded in this pane.  This allows the technician to see repair data from the oem as well as see key RO information in the same place.  Using the search pane also allows for documentation to be saved directly to the RO in MultiPoint.

Save Documents to Original Customer Requests

Sometimes saving key documents to the RO is advantageous to the technician and the dealership.  For example, you have located the exact remove and replace procedure for a specific part but the part isn’t in stock.  Now you want to save that document for future referencefor a part.

To accommodate this MultiPoint provides functionality to save any document you access in the Search pane to the specific RO and to the specific line in question.

To save a document:

  1. From the document you want to save, click  Save on the browser toolbar.
  2. Verify that the documents looks like you expect. If it does, proceed to step 3. If it doesn’t, click the JPG Option.
    Note:  The default PDF save format should be used unless the document doesn’t display properly.
  3. Select the customer concern you would like it saved to and verify that the name is something you will recognize in the future.
  4. Click Save to save and close the save dialog box.

To view a saved document:

From the RO in Progress tab, double-click the saved document that you would like to view.  It will display in the browser window on the right side of the screen.

View Closed Repair Orders

view_closed_rosOn the RO List tab, you may choose to show closed repair orders. This is very useful to see documents that were saved with regard to an RO that has been previously closed.

  1. Click the circle next to Inactive ROs.
  2. After clicking this circle you may choose a date range of ROs to show on the RO list.
  3. Double-click on any RO to open and view its contents.

Favorites

favorites_buttonThe Favorites button  in EDGE allows you to set the page currently being displayed in the EDGE browser as an internet favorite. These favorites can be organized any way you choose and are specific to each individual login.  These are the equivalent to bookmarks in browsers like Internet Explorer or Firefox.

 ..


13Mar
2014

Smart Tech Quick Start Card

Posted by Manuel Soto

Introduction ..


13Mar
2014

Word Track Development

Posted by Manuel Soto

 The following word track worksheets help the Service Advisors document, practice and improve the key word tracks in the AutoPoint Inspection Process.  ..


13Mar
2014

Inspection Rules - Technician

Posted by Manuel Soto

  1. Make recommendations based on facts, not based on time or mileage.
    1. If you can see it, feel it, hear it, smell it, etc., it’s a physical condition, and therefore a fact that should be shared with the customer.  This is done with an appropriate observation (cause) and recommendation (correction).
    2. Fail =Items that are broken or no longer functioning as designed, wear item that has worn minimum below specification.
    3. Caution =Items that are showing signs of wear, slightly dirty, etc… but still doing its job as designed.
  2. Original customer concerns that appear on the RO are addressed in the inspection whenever possible. 
    1. If the fix to a customer’s concern is found on the inspection form caution or fail that task with the appropriate Observation and Recommendation in the inspection.
      • On the Treatment Plan drag and drop the inspection recommendation to associate it with the original customer concern line.
    2. If the fix to the customer’s diagnostic request is NOT addressed in the inspection form use “Add Rec” and associate the Observation and Recommendation to the original concern line.
    3. Non-Diagnostic RO Lines (LOF, Perform alignment, etc.) that are to be performed do not require any observations or recommendations to be made.
    4. Items that the customer requested to be done during the current visit should be marked as “Pass” if it is also found as an inspection item.
  3. Sellable Recommendations that do not address the customers’ primary concerns are documented in the Inspection or by using Add Rec.
    1. Recommendations that exist in the inspection form get recorded in the inspection.
    2. Recommendations that do not exist in the inspection form are added as Additional Recommendations using Add Rec with an indication of caution or fail.
  4. All Failed observations must have a sellable recommendation associated with them.
    1. Observation=“Cause”   |   Recommendation=“Correction”
    2. This gives the customer the ability to make an informed purchasing decision.
    3. Cautioned items do not require a recommendation to be made on them.
  5. All recommendations must make sense to the vehicle owner.
    1. Use simple terms - avoid acronyms, industry jargon, trouble codes, part numbers, etc.
    2. A good rule of thumb is to keep the observations and recommendations to 10 words or less and worded such that would make sense to grandma over the phone.
    3. Examples:
      • Incorrect - Observation“Wires” and Recommendation: “Replace”.
      • Correct – Observation: Found spark plug wires damaged” and Recommendation: “Replace spark plug wires”.
  6.  ..


13Mar
2014

Inspection Rules - Service Advisor

Posted by Manuel Soto

  1. Every customer vehicle gets an inspection.
    1. Add a line in the dealership management software with the appropriate OP-Code for the inspection (i.e. MPI, 99P, etc.).
  2. Obtain an email address from every customer.
    1. Used for sending inspection results to non-waiting customers.
  3. Duplicate recommendations should be priced at $0.
    1. Price the recommendations that are in the Previously Deferred Recommendations section of the Estimate with $0.00 when they are duplicates of recommendations found in the current Inspection Results.
  4. Make time and mileage based recommendations on the Estimate.
    1. Services needed as determined by the vehicle history in the DMS.
    2. The recommendations are added using the “Add Rec” button as an Additional Recommendation:
      • Observation=Based on time/mileage
      • Recommendation=Perform X service
  5. Every sellable recommendation on the Estimate is assigned an accurate price.
    1. Recommendations that should not be presented to the customer should be addressed with the recommending technician before completing the Estimate. The technician should make the necessary adjustments in the inspection form before presenting the results to the customer.
  6. The Action Plan is reviewed with every customer possible when there are one or more sellable recommendations.
    1. The Action Plan is the “Sell It Today” report; it educates and empowers the customer to make a purchasing decision today.
    2. Print and present to Waiters.
    3. Email and utilize over the phone with customers that are not waiting.
  7. Every sellable recommendation gets Approved or Declined before printing the Know Your Vehicle report.
    1. This ensures that the customer has accurate information to make future purchasing decisions.
  8. Work the customer approves gets added to the Repair Order in the dealership management software.
    1. Recommendations that address the primary customer concern are added to the original line.
    2. Recommendations that were approved by the customer are added as new lines on the RO.
  9. The Know Your Vehicle report is reviewed with every customer when they pick up their vehicle.
    1. Used to recap the service visit.
    2. The Know Your Vehicle report is the “bring them back” report which educates and empowers the customer to make future purchase decisions.
  10.  ..


13Mar
2014

Recommendation Deliver Word Track Training

Posted by Manuel Soto

Introduction ..


13Mar
2014

Top Recommendations Made

Posted by Manuel Soto

 Listed are 50 of the most common recommendations made by technicians while performing World Class Inspections. This list was compiled from over 4 million inspection recommendations.  ..


16Jul
2013

EDGE 3.19 - Release Notes

Posted by Manuel Soto

The primary focus of this release is to improve performance and streamline product change distribution. Significant effort has been made under the covers to re-architect the EDGE solution to make it work in a true SaaS environment. This means that MPi can host your EDGE server in our data center and you can have access to your EDGE system from anywhere Internet service is available. MPi would like to manage your EDGE server in our data center, so contact MPi Customer Support to schedule your move to the "cloud". There’s no additional change for this upgrade and some users will see real performance improvements. ..


17May
2013

Report - Quarter Time

Posted by Manuel Soto

Quarter Time Reports ..


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