Overview
Before contacting a customer, you should always use the Vehicle Details page to verify the current status of the vehicle. This ensures your communication is accurate, professional, and based on real-time data.
Step 1: Find the Vehicle
Select Vehicles from the left-hand menu.
Search using the Number Plate or VIN.
Click the vehicle row to open the full Vehicle Details page.
Step 2: The Overview Tab (Quick Audit)
Start on the Overview tab to check three critical data points:
Odometer (Mileage): Use this to confirm how much the vehicle is being driven and to validate service needs.
Service Timing: View the predicted dates for upcoming inspections or oil changes. This helps you decide if you should book the vehicle now or plan a future follow-up.
Connectivity Status: Check the badge to see if the vehicle is "Online".
Pro Tip: Hover your mouse over the connectivity badge to see the exact time data was last received.
Step 3: Assessing Issues and Taking Action
| If you see... | Recommended Action |
|---|---|
| Service due soon | Propose a booking or agree a follow-up date with the customer. |
Alarms/ Leads | Open the Leads and Errors tab. Determine if the fault is urgent (Red) or can wait for a planned visit (Yellow/Grey). |
| Vehicle Offline | Check the "Last data received" time. If it has been offline for a long period, it may be parked in a signal dead zone (like an underground car park). |
Common Workflow Scenarios
Scenario A: Service Queries
Open Vehicle Overview to confirm the mileage.
If a service is due, propose an appointment.
Crucial: Add an Internal Note in Conversations (Private) or a message (Fleet) so colleagues don't call the customer again.
Scenario B: Warning Lights
Navigate to the Leads and Errors tab:
Review the specific Error Codes (DTCs) to understand the technical fault:
Decide if the vehicle requires an Urgent Inspection or a standard appointment.
Scenario C: Data Not Updating
Perform these quick checks before escalating to support:
Verify the VIN matches the physical vehicle.
Check both OEM and CC-Link statuses (if both are installed).
For Fleets, ask the manager if the vehicle is currently in use or parked in a remote area.
For Private customers, contact them via phone/email to check if the vehicle is still in their possession.
Troubleshooting
Vehicle not found: Ensure you have the correct VIN and that you have selected the correct site in the My Workshops menu.
Service timing missing: This usually occurs if the vehicle has not sent data recently. Check the connectivity status.
Mileage looks incorrect: Check the "Last data received" timestamp. The value may be outdated if the vehicle has been offline.
Key Takeaways
Verify before you call: Always check mileage and connectivity first.
Document everything: Use internal notes to log the outcome of your customer contact.
Prioritise: Use the Leads and Errors tab to separate urgent safety issues from routine maintenance.