General Description of the Feature
This documentation deals with the design and development of the custom OSM application for AVIN Hellas. This included both the functionality of the Online Service Management (OSM) and the design (fonts, colors, wording, available and required fields, logos, header, footer and redirection URLs).
Online Service Management (aka OSM) is a B2C website, designed and developed by the OneDealer team, which handles the whole appointment booking process for the Aftersales module.
The generic process of the OSM is based on the existing process, as copied from the Hyundai/Kia custom requests.
Home Screen
In the home screen an image, usually related to the Make, is displayed, as well as a button inviting the user to start the process of an appointment booking. In each step and page of the OSM process the customer is always able to see the header and the footer.
Header:
By clicking on the Header logo the user is able to refresh the site completely and start again from the first step of the process
Footer:
Within the footer, several sections are included that can provide information to the customer regarding the company. Relevant URLs can be added to this actions that will redirect the user to the pages including GDPR info.
Vehicle Information tab
Based on the Hyundai/Kia request the following field should be displayed and be mandatory as vehicle information for a booking:
- Vehicle Make
- Vehicle Family (check the relevant configuration section)
- Vehicle Model
- Vehicle Cubic Capacity
- VIN (last 6 digits)
- First Registration date: by default the current date is prefilled
- Vehicle Odometer
- Vehicle License Plate
Workshop Selection tab
In this tab the customer is able to select the desired Workshop based on the distance (the website can request permission to retrieve the customer current location) and based on the workshop available list. The available list of workshops and their placement in the Google map is based on the relevant configuration (check configuration section).
After selecting one of the workshops, the map will focus and display the exact location in the map, based on the configured address.
Customer Concern tab
The Customer Concern tab includes all the CCs that are configured to be available in the B2C site. The CCs are organized in tabs based on their "Main Group". Each Customer Concern box includes the Name of the CC and the Sub Group. The customer is able to select multiple CCs but at least one is required for an online booking to be successful.
Appointment Calendar tab
In the Calendar tab, the customer is able to see the working dates and time of the workshop (this is based on the relevant configuration) and select the desirable one for their appointment. In addition, is able to select if he/she wishes to remain in the workshop for the full service duration or not.
The first available date in calendar (copy as requested from Hyundai) should always follow the rule: Current date + 2 days and also check if the result is within the Locations availability days.
After selecting a day/time the customer should confirm the selection on the confirmation pop-up.
Summary page
The customer has made on the mandatory selections for the appointment booking and now should confirm the information and proceed to the last step. This confirmation takes place on the Summary page, where every customer selection is gathered.
Personal (customer) Information tab
In the last tab of the process, the customer is requested to add some basic personal information. These information will be used for the Appointment inquiry creation at the end of the process and for the customer qualification.
Booking Confirmation page
After confirming the last tab, the system will load, qualify all the given information and upon success will provide a booking alphanumeric code to the customer.
Business Benefit
The customers of the Service Workshops that use OSM and DASW can book easily through the B2C OSM platform an appointment for the service of their vehicle. This make the whole process of service appointment booking easier both for the end customer and the Service Advisor. The Service Advisor can monitor all the appointment requests and qualify them based on the communication with the end customer.
Configuration
AVIN UAT OSM URL: https://myservice-avincarexpress.onedealer.com/
The IT team should, firstly, link each OSM application with the relevant DSW application.
OSM Configuration
Setup Keys (IDMS_OSM_Settings):
Related to the Calendar
- CalendarStartWorkingHour = the first time slot of the calendar (format is hourly, i.e: 7)
- CalendarEndWorkingHour = the last time slot of the calendar (format is hourly, i.e: 16)
Locations (Workshops):
Workshop list in OSM
The Locations under each Branch that appear in OSM should have:
- Through the DSW UI, in the Locations list:
- Location Type = Service
- Show In B2C = YES
- Address: In case the complete address can not be found through Google Maps adding, it can be added in the Detailed Address section along with longitude and latitude (info can be found through Google Maps). This info is crucial for the map and the distance calculation in OSM.
Calendar in OSM
The OSM Calendar displays the available hours in the calendar and appointment duration based on the configuration in each Location:
- Through the DSW UI, in the Locations list:
- Appointment Interval Mins = 30 (the minimum amount of appointment intervals that the OSM calendar should display)
- Through the Database, COMMON.Location:
- For each location the calendar availability should be added for each day of the week.
- The format of each entry should be W|HH:MM-HH:MM (i.e.: W|08:00-16:00)
reCAPTCHA configuration:
- The IT department should setup the Google Captcha and add it in the Whitelist
- The authentication key given from Google should be added in IDMS_OSM_Settings:
- recaptchaSiteKeyV2 = 'key provided from IT'
Vehicle Families:
The vehicle families that should be available in the drop down of the "Vehicle Information" tab in OSM, are configured in the Model Tree page (XIS_MDLS):
- The families should be marked with:
- Is Enable = Yes
- Display in B2C = Yes
Customer Concerns:
The Customer Concerns that should be available in the "Customer Concern" tab in OSM, are configured in the Customer Concerns list (~/CustomerConcern/CustomerConcernList):
- Each CC that should be available in OSM, should have
- Is Active = Yes
Show In B2C = Yes
Service Inquiry
Dealer Unit:
- An entry in the Dealer Unit should be created per Company (different workshop location):
- Company
- Branch
- Location
- Interest Type = Services
- Source = a source that exist in the Source table and is matching the relevant inquiry key relation entry
- Channel = a source that exist in the Channel table and is matching the relevant inquiry key relation entry
- Make = the Make that will be serviced (empty on multiple Makes)
- Employee = the user that should be the inquiry assignee
Response Timespan (in hours): Creation Date of the inquiry + Response Timespan (in hours) = Response Due Date (The Due date that a created inquiry should be processed)
Inquiry Key Relation:
- An entry in Inquiry Key Relation should be created with:
- Source = a source that exist in the Source table
- Channel = a source that exist in the Cannel table
- Inbound Key = ServiceInquiryOSM
- Auto Qualification Flag = 0 (No)
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