2Overview of Siebel Dealer
Overview of Siebel Dealer
This chapter covers the differences between Oracle’s Siebel Dealer and Oracle’s Siebel Partner Relationship Management. It includes the following topics:
About Siebel Dealer
Siebel Dealer allows vehicle manufacturers to work with dealers as easily as they work with employees of their own company. Siebel Dealer also helps dealers manage their own operations.
To set up Siebel Dealer, the manufacturer goes through the process of enrolling dealer companies. The manufacturer can add these companies’ employees or can assign this task to a delegated administrator at each dealer company.
Then, the manufacturer can share opportunities, service requests, and other business information with dealer employees in the same way as you do with your own employees.
The manufacturer’s employees work with this information using Siebel Partner Manager, which lets them manage this information in the same way they do using Siebel Automotive.
Dealer employees view and work with this information using Siebel Dealer.
The manufacturer can also use Siebel Partner Manager to:
Send alerts, information about special promotions, and Web messages to dealers.
Work collaboratively with dealers to develop plans to meet strategic goals.
Analyze dealer effectiveness, forecast revenue, manage market development funds, and analyze performance.
Dealers can also use Siebel Dealer to:
Keep a log of customers who come into the showroom, and assign these customers to sales consultants.
Manage information about sales opportunities and customers.
Automatically send follow-up messages to customers after sales.
Automatically notify sales consultants when they must contact customers to follow up after sales.
Set up sales steps that sales consultants follow when they deal with potential customers.
Analyze performance of sales consultants.
Create yearly sales budgets and monthly sales forecasts.
Differences Between Siebel Dealer and Siebel Partner Relationship Management
This document covers only features of Siebel Dealer that are different from the features of Siebel Partner Relationship Management. It is meant to be used as a supplement to the documentation for Siebel Partner Relationship Management, which is in Siebel Partner Relationship Management Administration Guide.
The most important differences are:
Terminology. Siebel Partner Relationship Management Administration Guide uses the terms brand owner and partner. In the automotive industry, brand owner refers to the manufacturer or the OEM, and partner refers to the dealer.
Cross-references. Siebel Partner Relationship Management Administration Guide often refers the reader to Siebel Applications Administration Guide for more information. For Siebel Dealer, in addition to these books, see Siebel Automotive Guide.
Partner and Dealer Screens. Siebel Partner Manager has several screens that let the brand owner manage information about partners. For Siebel Automotive, Siebel Partner Manager includes two versions of these screens, one designed specifically for managing information about dealers, and the other designed for managing information about other partners. For example:
Siebel Partner Manager has a Partner Operations screen that lets you view summary information about partner operations.
For Siebel Automotive, Siebel Partner Manager has a Dealer Operations screen that lets you view summary information about dealer operations, which is different from the Siebel Partner Relationship Management Partner Operations screen.
For Siebel Automotive, Siebel Partner Manager also has a Partner Operations screen that lets you view summary information about other partners’ operations, which is similar to the Siebel Partner Relationship Management Partner Operations screen.
Added screens for dealer use. In addition to the screens in Siebel Partner Portal, Siebel Dealer has added screens designed to allow dealers to manage their operations, which are available in Siebel Dealer but not in Siebel Partner Portal. These screens include:
Showroom Log
Unassigned Opportunities
Employee Performance
Sales Step Administration
Yearly Forecast
Monthly Forecast
Campaign Administration
Added screens for the automotive industry. In addition to the screens in Siebel Partner Relationship Management, Siebel Dealer has added screens with information specific to the automotive industry, which are available in both Siebel Partner Manager and in Siebel Dealer. Added screens include:
Vehicles
Vehicle Administration
Product
Sales History
Service History
Modified screens. Many screens that are in Siebel Partner Relationship Management are modified to have added views and fields with information specific to the automotive industry. These screens have the same information in Siebel Dealer as in Siebel Automotive (assuming the user has access to that data). These screens are also modified in Siebel Partner Manager so they have the same information as in Siebel Automotive. Modified screens include:
Activities
Contacts
Opportunities
The differences in terminology and cross references described here apply to the entire Siebel Partner Relationship Management Administration Guide.
The rest of this document details the other differences described here, as they apply to specific chapters of Siebel Partner Relationship Management Administration Guide.
Siebel Dealer Partner Portal Screens
The overview chapter of Siebel Partner Relationship Management Administration Guide describes the screens of Siebel Partner Portal. In Siebel Dealer, a number of screens in Siebel Partner Portal and Siebel Partner Manager are different from Siebel Partner Relationship Management. In addition to the screens of the Siebel Partner Relationship Management partner portal, Siebel Dealer partner portal has the following screens that are used by the dealer company to manage its operations:
Showroom Log. Allows dealers to enter information about potential customers who get in touch with dealers either through phone, by walking into the showroom, or any other medium.
Unassigned Opportunities. Allows dealers to assign unassigned opportunities to sales consultants.
Employee Performance. Allows dealers to evaluate employee performance on activities and opportunities.
Sales Step Administration. Allows dealers to create sales steps which sales consultants follow when they deal with customers.
Yearly Forecast. Allows dealers to plan their sales for the next year.
Monthly Forecast. Allows dealers to plan their monthly sales.
Campaign Administration. Allows dealers to create and view marketing campaigns.
In addition to the screens of Siebel Partner Relationship Management partner portal, Siebel Dealer partner portal has the following screens that are equivalent to screens in Siebel Automotive:
Vehicles. Provides information about vehicles.
Vehicle Administration. Allows users to administer information about vehicles.
Sales History. Tracks the history of vehicle sales to each customer.
Service History. Tracks the history of vehicle service to each customer.
The Products, Contacts, Opportunities, and Service screens are also different in Siebel Dealer than in Siebel Partner Relationship Management, because they have views and fields with information that is specific to the automotive industry.
The home page is also different in Siebel Dealer than in Siebel Partner Relationship Management. Siebel Dealer has two home pages:
Sales Manager Home Page. Includes My Activities, My Team’s Calendar, and Facility's Monthly Sales Goals.
Sales Consultant Home Page. Includes My Calendar and My Goals.
Siebel Partner Manager and Siebel Automotive Screens
When you work with Siebel Dealer, you can use Siebel Automotive for managing dealers. Siebel Automotive includes the screens that are specific to managing dealers, such as the Dealer Administration screen and the Dealers screen.
Siebel Automotive includes the following screens with information specific to the automotive industry, which are not available in Siebel Partner Relationship Management:
Dealers. The Dealers screen lets you record general information about your dealers. It also helps you manage your relationship with your dealers. For example, it lets you work with the Dealer Profile, and it lets you enter and look up dealer management activities, contacts, and hours.
Dealer Operations. The Dealer Operations screen lets dealer managers at the OEM view the transactional data for a given dealer, to give you an overall view of the dealer's operations. You can look up a dealer, and see its accounts, contacts, opportunities, orders, quotes, and service requests.
Dealer Administration. The Dealer Administration screen lets you do much of the work that you must do to add a new dealer company, such as adding a record for the dealer, assigning user IDs and passwords to dealer users, and approving and registering dealer companies. In this screen you can complete the necessary steps to get a dealer company started, including creating a new organization and putting it in the proper place in the hierarchy. You can also administer dealer information, such as adding or changing information about users, or about the dealer organization.
Vehicles. Provides information about vehicles.
Sales History. Tracks the history of sales to each customer.
Service History. Tracks the history of service to each customer.
The Dealer, Dealer Operations, and Dealer Administration screens are specific to working with dealers. In addition to these screens, the Partner, Partner Operations, and Partner Administration screens, used to work with other types of partners.
The overview chapter of Siebel Partner Relationship Management Administration Guide describes the screens of Siebel Partner Manager that are used for managing partners.
Activating Workflows for Siebel Dealer
Some features specific to Siebel Dealer are also based on workflows, and you must activate these workflows before dealers can use these features. You can also modify these workflows, in order to customize the way that these features work to suit your business model. For more information about activating and customizing workflows, see Siebel Business Process Framework: Workflow Guide.
The setup chapter of Siebel Partner Relationship Management Administration Guide describes some workflows you must activate to run certain features of Siebel Partner Relationship Management.
To allow dealers to use the following features, you must activate the workflows listed for each one:
For generating follow-up communications, activate the following workflows. eAuto Communication Rule - Follow-Up
eAuto Communication Rule - Lease Expiry
eAuto Communication Rule - No Activity
eAuto Communication Rule - Sales Anniversary
eAuto Communication Rule - Sub (Link Contact-Action)
eAuto Communication Rule - Sub (Link Employee-Action)
For more information about how dealers use this feature, see Generating Follow-Up Communications (Dealer).
For list management for marketing campaigns, activate the following workflows.
SLM Create Activity From List
SLM Edit Call List Workflow
SLM List Operation - Generic
SLM Update Parent
eAuto List Operation - Intersection
eAuto List Operation - Subtraction
eAuto List Operation - Union
For more information about how dealers use this feature, see Managing Marketing Campaigns (Dealer)
For campaign administration for marketing campaigns, activate the following workflows.
eAuto Add Contact to List
eAuto Add List To Campaign
eAuto Add Opportunity to List
eAuto Add To Campaign (Contact)
eAuto Add To Campaign (Opportunity)
eAuto Add To Campaign
eAuto Add To List
eAuto Campaign Create Letter
eAuto Go to Service Request
eAuto Query - Go to Query Result
eAuto Query - New Search - Sales Rep
For more information about how dealers use this feature, see Managing Marketing Campaigns (Dealer)
For business rules, activate the following workflows.
eAuto Business Rule - Contact - Create Activity
eAuto Business Rule - Contact - Send Email
eAuto Business Rule - Contact - Send Letter
eAuto Business Rule - Opportunity - Create Activity
eAuto Business Rule - Opportunity - Send Email
eAuto Business Rule - Opportunity - Update Expiration Status
eAuto Business Rule - Sales History - Send Email
eAuto Business Rule - Service History - Send Email
eAuto Business Rule - Vehicle - Create Activity
eAuto Business Rule - Vehicle - Send Email
eAuto Business Rule Create Correspondence Request
eAuto Business Rule Execution Workflow
eAuto Business Rule Get eMail Template Name
For more information about how dealers use this feature, see Managing Business Rules for Dealers
Changing Types of Activities Displayed in the Dealer Dashboard
The dealer dashboards display the employee’s activities for the current day. There are more than 250 activity types, and dealers do not want to view most of them in the Activities applet of the dashboard. By default, the dashboard displays the following types of activities:
Appointment
Call - Outbound
Email
Fax
Other
Warranty Service
Dealership Visit
For more information about the dealer dashboard, see Using Siebel Dealer Dashboards (Dealer).
You can change which activities are displayed in the dashboard by using List of Values view of the Data Administration screen. An activity type is listed in the dashboard if it is included in List of Values view with EAUTO_ACT_SUM_TYPE in the Type field.
To change the types of activities displayed in the dashboard
Navigate to the List of Values view of the Data Administration screen.
Query to find all records that have EAUTO_ACT_SUM_TYPE.
To remove activity types from the dashboard, delete one or more of these records.
To add activity types to the dashboard:
Add one or more records to the List of Values list.
In the Type field, enter EAUTO_ACT_SUM_TYPE.
In the Value and Language Independent Code fields, enter exactly the same values used in the Activity record.
Adding New Dealers
The chapter of Siebel Partner Relationship Management Administration Guide about adding partners describes the process of adding new partners. There are three major differences when you add new dealers:
Siebel Dealer requires one organization for each dealer store if you want to prevent each store’s data from being visible to the others.
Siebel Dealer does not use Partner Self-Registration.
Siebel Dealer requires Primary Partner type to be Dealer.
Each Store Must Have One Organization
When you create a new partner company and click Register, Siebel Partner Manager creates an organization that represents that partner company.
In Siebel Dealer, it is generally recommended that you or the partner company create an organization representing each of the dealer’s stores. For example, if the dealer has 500 showrooms, it is recommended that you create 500 organizations, one representing each showroom.
By creating a separate organization for each store, you limit visibility so that each store can only see its own data and not the data from other stores. This allows dealers to use the added features that Siebel Dealer provides to manage their own retail operations, without dealers in other stores being able to see the data they enter.
It is generally best to use delegated administration to allow dealers to maintain their own employees and stores. After you have finished adding a new dealer company, when you contact the delegated administrator, you can tell the delegated administrator to create a suborganization for each store and to associate the employees of each store (including the store’s delegated administrator) with the proper suborganization.
For more information, see the topic about delegated administration in the setup chapter of Siebel Partner Relationship Management Administration Guide.
If your business model requires you to protect the data in each store from being viewed by other stores, create a separate organization for each store. If your business model does not require this, you do not have to create a separate organization for each store.
Partner Self-Registration Does Not Apply
In Siebel Partner Relationship Management, companies typically apply to become partners by registering at Siebel Partner Portal. When they register, they enter information that is stored in a Prospective Partner record. When the brand owner approves the registration, the Prospective Partner record is converted to a Partner record.
This model of partner registration does not apply to the automotive industry. Recruiting a dealer is a long process, which would not be done through applying at a Web site. For this reason, the topic about Registering Individual Partners in the setup chapter of Siebel Partner Relationship Management Administration Guide does not apply to Siebel Dealer.
For this reason, also, the process of adding new dealers in Siebel Dealer is different from the process of adding new partners in Siebel Partner Relationship Management. In the setup chapter of Siebel Partner Relationship Management Administration Guide, the enrollment process begins with the following two steps:
Display and assess prospective partners. Begin by displaying the list of prospective partners recruited through the Web and deciding which to approve as partners.
Add a Partner record for the partner company. You typically add a Partner record by approving a prospective partner.
These two steps do not apply to Siebel Dealer, and they can be replaced by the following:
Recruit new dealers. Recruit dealers in the same ways that you have in the past, without using Siebel Dealer.
Add a Dealer record. Add a record for the new dealer directly in the Dealer Administration screen, in the Approved Dealer view, or import the dealer record using EIM.
After the first two steps, the rest of the process of adding a new partner or dealer is similar to Siebel Partner Relationship Management, except that roles are not used, and the Dealer Administration screen is used instead of the Partner Administration screen.
For information about adding a new Dealer record directly, see the topic about other ways of adding partner records, at the end of the setup chapter of Siebel Partner Relationship Management Administration Guide. To add a dealer, use the Dealer Administration screen rather than the Partner Administration screen described in Siebel Partner Relationship Management Administration Guide. The word Dealer is also substituted for the word Partner in most field names described in Siebel Partner Relationship Management Administration Guide.
Roadmap for Adding a New Dealer
To add a new dealer, perform the following tasks:
Begin by adding a Dealer record directly in the Approved Dealer view, using the method described in the topic about other ways of adding partner records, at the end of the setup chapter of Siebel Partner Relationship Management Administration Guide. In the Partner Type field, be sure Dealer is selected.
Click Register to create the dealer organization. This is similar to the process described in the setup chapter of Siebel Partner Relationship Management Administration Guide, except that you can choose a parent organization for the new dealer, rather than just being able to choose a parent division.
After registering, you continue the process of assigning responsibilities, positions, and master data to the dealer company and of adding user assignments at the dealer company, as described in the setup chapter of Siebel Partner Relationship Management Administration Guide, except that you can skip the topic about roles, and you can use the Dealer Administration screen.
Setting Up the Team Calendar
Managers at dealer companies can use the team calendar on the Dealer Dashboard to view the calendars of all the employees who report to them, which helps them to schedule meetings and other activities. For more information, see Using Siebel Dealer Dashboards (Dealer).
Before dealer managers can use this calendar, you must set it up by using User Administration screen to enter the manager on the employees’ contact teams. For example, if a manager named Sam Morris wants to use the team calendar to view the calendars of Scott Chan and Sarah Cole, you must find the records of Scott Chan and Sarah Cole in the User Administration screen, and add Sam Morris to the contact team of these employees.
To allow a manager to view the calendar of a team member
Navigate to the Administration - User screen.
In the Persons list, select the record for the employee whose calendar will be viewed.
In the Contact Team field, click the select button, and use the dialog box to add the manager to the contact team.
About Sharing Data with Dealers
The sharing data chapter of Siebel Partner Relationship Management Administration Guide discusses how to share transactional data and master data with your partners.
This chapter includes examples of typical ways that you might share transactional data such as opportunities, service requests, accounts, and contacts. In addition to the types of transactional data described here, Siebel Dealer supports the following types of transactional data:
Vehicles
Sales History
Service History
The topics that follow provide examples of typical ways you might use these screens to share data with your dealers. There is also a topic about the Dealer Operations screen, which you can use to view all of a dealer’s transactional data. You can also create business rules that dealers can use to automate some of their operations. For more information, see Managing Business Rules for Dealers.
Assigning Vehicles to a Dealer
Siebel Automotive lets you keep complete records on every vehicle you have sold to a dealer or a customer. Dealers can use the information about vehicles sold to customers to help them service customers’ vehicles and to do future marketing to existing customers. For example, if a customer calls a dealer for service, the dealer can look up the vehicle record by VIN number or vehicle name to find details about the vehicle’s sales and service history.
When a vehicle is sold to a customer, associate the vehicle record with the contact record for that customer. You can make a vehicle visible to a dealer in two ways:
Assign a vehicle to a dealer employee. If you add a dealer employee to the Access Team field for the vehicle, it will be visible to that employee in the My Vehicles view.
Assign a vehicle to a dealer company. If you add a dealer company’s organization to the Organization field for the vehicle, it will be visible to that company in the All Vehicles view. Someone at the dealer company with access to the All Vehicles view can add dealer employees to the Access Team view to make it visible to them in the My Vehicles view.
For more information about working with vehicles, see the topic about vehicles in the Siebel Automotive Guide.
To assign a vehicle to a dealer employee
Navigate to the Vehicles screen.
In the Vehicles list, select the vehicle that you want to assign to the dealer.
In the More Info form, click the more button.
In the More Info form, click the select icon for the Access Team field.
The Access Team Members dialog box appears.
In the Access Team Members dialog box, click New.
In the list of employees, select the employee you want to add to the access team and click OK.
The Access Team Members dialog box appears, with that employee added to the list.
In the Access Team Members dialog box, click OK.
The vehicle will be visible to the employee you selected in the My Vehicles view.
To assign a vehicle to a dealer company
Navigate to the Vehicles screen.
In the Vehicles list, select the vehicle that you want to assign to the dealer.
In the More Info form, click the more button.
In the More Info form, click the select icon for the Organization field.
The Organizations dialog box appears.
In the Organizations dialog box, click New.
In the list of organizations, select the organization that represents the dealer company you want to assign the vehicle and click OK.
The Organizations dialog box appears, with that organization added to the list.
In the Organizations dialog box, click OK.
The vehicle will be visible to the dealer company you selected in the All Vehicles view.
Configuring Vehicles and Options
You can use Siebel Configurator to create models of individual products, or entire product lines, that customers and dealers can use to configure products. When a customer visits a dealer who uses Siebel Dealer, the sales consultant can use the configuration in the sales process, suggesting additional options that interest the customer. The Siebel Configurator provides freedom of choice in configuring the vehicle and finding a valid solution.
For example, a customer might tell the dealer that the customer wants aluminum wheels as an option. The configuration model that you set up can tell the dealer what aluminum wheels are available for that make of car. When the customer chooses one type of wheel, the configuration model can indicate whether special tires are needed for that type of wheel. It can also suggest that customers who buy that type of wheel might also want dual exhaust. For more information about using Configurator to define products, see Siebel Product Administration Guide.
Assigning Sales History to a Dealer
Siebel Automotive lets you enter or import a vehicle’s sales history. Usually, dealers maintain their sales history in a Dealer Management System (DMS). After making a sale, the dealer reports it to the manufacturer, using an interface provided by the manufacturer. The OEM can then import it into Siebel Automotive using Siebel Enterprise Integration Manager (EIM). For more information about sales history, see Siebel Automotive Guide.
The sales history is automatically visible to the selling dealer. If the value in the Selling Dealer field is the organization of the employee who is logged in, then that employee will be able to view the sales history.
Siebel Dealer differs from Siebel Automotive, because in Siebel Dealer, sales history is only visible to the company in the Selling Dealer field. Siebel Automotive lets the OEM view the sales history for all organizations.
Assigning Service History to a Dealer
Siebel Automotive lets you enter or import a vehicle’s service history. Usually, dealers report service history for vehicles that are under warranty, using the same manufacturer-provided interface that they use to report sales. The manufacturer can import this data into Siebel Automotive using EIM. For more information about service history, see Siebel Automotive Guide.
The service history is automatically visible to the servicing dealer. If the value in the Servicing Dealer field is the organization of the employee who is logged in, then that employee will be able to view the service history.
The Service History screen is hidden, and it is only visible to users when they drill down on the Service History field.
Viewing Dealer Operations
You can use the Dealer Operation screen to get an overall view of all of a dealer company’s transactional data, including the company’s opportunities, service requests, accounts, vehicles, and other transactional data. In some cases, you can also edit the transactional data.
The Dealer Operation screen only displays records that have the dealer company in their Organization field. The Dealer Operations screen of Siebel Dealer for Automotive includes the following views:
More Info. Displays full information about the selected dealer company. Similar to the More Info view in Siebel Partner Relationship Management, except that it does not have an Industries field.
All Vehicles. Lists all vehicles where the dealer organization is the primary organization for the vehicle.
Vehicle Inventory. Lists all available vehicles owned by this dealer. A vehicle is listed here if, in the Vehicle view, the value of the Owned By field is Dealer, the value of the Account field is the dealer organization, and the value of the Status field is Available.
Related Vehicles. Lists all vehicles related to this dealer. A vehicle is listed here if, in the Account, then Vehicle view, the vehicle is listed in the Related Vehicle applet for the dealer, with any value for the relationship.
Employees. Lists all employees of this dealer. Employees are listed here if their primary organization is this dealer’s organization.
Contacts. Lists all contacts of this dealer. Contacts are listed here if they have this dealer as one of the organizations in the Organization field of the Contact record.
Accounts. Lists all accounts of this dealer. Accounts are listed here if they have this dealer as one of the organizations in the Organization field of the Account record.
Opportunities. Lists all opportunities of this dealer. Opportunities are listed here if they have this dealer as one of the organizations in the Organization field of the Opportunity record.
Service Requests. Lists all service requests of this dealer. Service Requests are listed here if the position of the service request owner belongs to the dealer organization.
Quotes. Lists all quotes of this dealer. Quotes are listed here if they have this dealer as one of the organizations in the Organization field of the Quote record.
Order. Lists all orders of this dealer. Orders are listed here if they have this dealer as one of the organizations in the Organization field of the Order record.
Activities. Lists all activities of this dealer. Activities are listed here if the dealer organization is the primary organization of the activity’s primary owner.
Makes. Lists all makes sold by this dealer.
Hours. Lists the hours of this dealer.
Sales History. Lists all sales transactions where the selling dealer was this dealer.
Service History. Lists all services transactions where the servicing dealer was this dealer.
To view dealer operations
Navigate to the Dealer Operation screen.
In the Dealers list, select the company whose transactional data you want to view.
Click the appropriate view tab to view the company’s accounts, activities, vehicles, contacts, employees, hours, makes, opportunities, orders, quotes, related vehicles, sales history, service history, service requests, and vehicle inventory.
Sales, Service, and Marketing with Siebel Dealer
Several chapters of Siebel Partner Relationship Management Administration Guide describe possible scenarios that illustrate ways the brand owner and partner company might use Siebel Partner Relationship Management to manage sales, service, marketing, and partner commerce. The scenarios are meant to illustrate many possible uses of Siebel Partner Relationship Management.
Many of these scenarios do not apply to the automotive industry. Siebel Dealer is typically used by manufacturers in the following ways to manage sales, service, and marketing:
Sales. Manufacturers share opportunities (leads), accounts, and contacts with Dealers. Dealers work on assigned opportunities and enter information about them. Manufacturers are able to view this information to see what progress the dealer is making on the opportunity.
Service. Manufacturers assign service requests to dealers. Dealers resolve these service requests for the customer on behalf of the manufacturer and enter information about them. Manufacturers are able to view this information to track dealers’ work on service requests.
Marketing. Both the scenario for collaborative marketing with your partners and the scenario for marketing to your partners apply to the dealers in the automotive industry.
In addition, Siebel Dealer has a number of features that allow dealers to manage their own sales and their own marketing campaigns.
For information about how Siebel Dealer is used for sales, see Managing Sales (Dealer).
For information about how Siebel Dealer is used for marketing campaigns, see Managing Marketing Campaigns (Dealer).
About Managing Your Dealers
The managing partners chapter of Siebel Partner Relationship Management Administration Guide discusses many different ways of managing your partners.
The topic about tracking partner information describes ways that brand owners use the Partners screen to enter information about their partners.
In addition to the views on Siebel Partner Manager Partners screen, the Dealers screen in Siebel Partner Manager for Siebel Automotive has the following views with information that is specific to automotive dealers:
Dealer Opportunities
Dealer Vehicles
Dealer Service Requests
Dealer Makes
Dealer Business Hours
Entering Opportunities to Sell to Dealers
When OEMs or dealer groups sell to dealers, they work with opportunities to sell to dealers, just as other companies work with opportunities from their customers. The Dealer Opportunities view is used by OEMs and dealer groups to sell to their dealers. For more information about working with opportunities, see Siebel Applications Administration Guide.
To enter an opportunity to sell to a dealer
Navigate to the Dealers screen.
In the Dealers list, select the dealer company for which you want to enter an opportunity.
Click the Opportunities view tab.
The Dealer Opportunities view appears with a list of all opportunities to sell to this dealer.
In the Opportunities list, click New to add a new Opportunity record, and enter the appropriate information in its fields.
Displaying a Dealer’s Service Requests
Because OEMs sell to dealers, they get service requests from dealers for products that they have sold to them, just as other companies get service requests from their customers. The Dealer Service Requests view is used by OEMs and dealer groups to track service requests from their dealers.
Dealers can telephone your call center with service requests, and your call center agents would enter the service requests in Siebel Automotive. Dealers can also enter service requests directly in the Siebel Dealer Self-Service screen, and they will appear in your service agents’ queues, along with service requests that were phoned in.
These service requests also appear in the Service screen, where your service agents access them, along with other service requests in their queue. The Dealer Service Requests view is a convenient way of viewing all the service requests from a dealer in one place; it is not the main screen service agents use to respond to service requests.
The Dealer Service Requests view displays all service requests from a dealer regardless of whether their status is open or closed. For more information about working with service requests, see Siebel Applications Administration Guide.
To display all service requests from a dealer company
Navigate to the Dealers screen.
In the Dealers list, select the dealer company whose service requests you want to view.
Click the Service Requests view tab.
The Service Requests list includes all service requests from this dealer.
Entering the Makes a Dealer Sells
Siebel Automotive lets you enter the makes of car that each of your dealers sells, so you can look them up easily. Use Dealer Makes view to enter and look up the makes of car that dealers sell.
To enter the makes a dealer sells
Navigate to the Dealers screen.
In the Dealers list, select the dealer company whose makes you want to enter.
Click the Sales and Service view tab.
In the Sales and Service list, from the Show drop-down list, choose Makes, if it is not already selected.
In the Makes list, click New, and fill in the appropriate data in the new record.
Displaying a Dealer’s Business Hours
Siebel Automotive lets you enter the hours when each of your dealers is open to provide sales and services, so you can look up dealers’ business hours easily. Use Dealer Sales and Service Hours view to enter and look up your dealers’ business hours.
To enter a dealer’s business hours
Navigate to the Dealers screen.
In the Dealers list, select the dealer company whose hours you want to enter.
Click the Sales and Service view tab.
In the Sales and Service list, from the Show drop-down list, choose Hours.
The Dealer Sales & Service Hours view appears.
In the Sales Hours list, click New to add a new record for each day of the week.
In each record, choose the name of the day and the start time and end time of the dealer’s sales hours for that day.
In the Service Hours list, click New to add a new record for each day of the week.
In each record, choose the name of the day and the start time and end time of the dealer’s service hours for that day.
Added Functionality for Dealers
Because dealers are the main point of contact with automotive customers, they need more capabilities than other partners. Siebel Dealer gives them added functionality to use in:
Sales. For more information, see Managing Sales (Dealer).
Marketing. For more information, see Managing Marketing Campaigns (Dealer).
Captive Finance. For more information, see Managing Captive Finance and End of Lease (Dealer).
In addition to the enhancements covered in these chapters, Siebel Dealer provides added fields in a number of screens and views to allow dealers to record additional information used in sales and service. Added fields are available in the following records:
Opportunities. The opportunity record includes added fields that allow the dealer to enter information about the customer’s target purchase horizon and monthly budget to pay for the car, the quality of the opportunity, the lead partner on the opportunity, and the status of the opportunity.
Contacts. The contact record includes added fields that allow the dealer to enter information about the customer’s preferred name, preferred call time, ideal call time, and customer ID, and a field to indicate that the customer is deceased.
Contact Profile. The Profile view of the Contact screen includes added fields that allow the dealer to record the contact’s mileage driven for each year, frequency of replacing cars, discount eligibility, whether the discount was used in the past, amount spent on service and parts, preferred method of follow-up, preferred method of service reminder, and request not to contact.
Sales History. The Sales History view of the Contact screen includes added fields that allow the dealer to view the sales team for the vehicle, the type of sale, the opportunity related to this sale, the down payment, the trade allowance, the monthly payment, the stock number, the remaining payments, the security deposit, the contract end date, and other information.
Service History. The Service history view of the Contact screen includes added fields that allow the dealer to view the account (for a vehicle that is owned by a fleet account), make, model, mileage, repair order number, service consultant, technician, cost for parts and labor, and total cost.
Activities. The Activity record has an added Category field, allowing dealers to categorize activities as sales activities, customer retention activities, and service activities.