Customers

Can track the following:

• What is happening with their vehicle.
• Costs of repairs and service for their vehicles, which is also helpful when selling the vehicle.

  Having a track record of services and repairs performed on the vehicle will make it easier to sell the vehicle, hopefully earning a premium on the price if the vehicle has not had major problems.

NOTE:  For a customer, Service Request and Service History are two completely separate entities. Customers use a Service Request to request an action, such as a repair, and they use the Service History to track all past services and repairs on their vehicles. Customers can also see their service history in their eService portal.

Manufacturers (OEMs)

Can track the following:

• All services that customers have done on their vehicles.

  This gives the OEM information about vehicle quality and the service patterns of customers.

• When customer's come to their Web site to track service and repair history. It provides an opportunity for OEMs to market their products to customers.

Dealers

Can track the following:

• Service and repair patterns of customers.
• History of all services performed on a customer's vehicle when the customer walks into the dealership.

  This helps dealers service the customer better.

NOTE:  Dealers report their service transactions to the manufacturers using proprietary interfaces. The manufacturers load that data into Siebel Automotive using EIM. That data can be used by manufacturers who create targeted marketing campaigns and also for personalized interactions.