Escalation Process and DCM
National DCM Activity Handling (to dealership)
2850.2 (All Groups) Email contact with Dealership for Escalations
2778.2
DCM DUE DATE
3 DAYS
- Vehicle not down and appointment scheduled.
- Gathering information for the last visit and prior visit(s). Vehicle not down.
- Informed customer about a CSI vehicle and appointment.
- Goodwill PA requests for mechanical concerns should be discussed via phone with either the service manager, RCAM or DPSM prior to submitting a DCM.
- White Paint – Goodwill PA Request
- Requesting Repair Orders from dealer
1 DAY
- Vehicle down at the dealer, gathering more information.
- ARMS or SRC.
- Backorder Parts(Parts information request)
- Confirm part was received on ETA.
- Radio Head Uni to be Inspected
- PIR
- BUYBACK
What if the dealership does not respond?
If the DCM becomes past due, do not close the DCM activity until there is a response from the dealer or RCAM via the activity. Examples of Past due DCM activities:
1-Day Past Due - DCM was created/assigned on Monday so follow up date is set for Tuesday. The DCM would become past due on Wednesday if no response from the dealer, and we would proceed with the escalation process.
3-Day Past Due - DCM was created/assigned on Monday so follow up date is set for Thursday. The DCM would become past due on Friday if no response from the dealer, and we would proceed with the escalation process.
Escalation Email Steps
Send an email to the RCAM via Outlook. Copy your Team Lead and Team Manager. DO NOT copy dealership personnel (service manager, service advisor, etc.).
Steps for an escalation
SUBJECT LINE: Dept / What Region / Dealer Code / Year / Model / VIN / Mileage / Case Number / Customer Name
- Include any relevant information concerning the vehicle's concern.
- Include the date when the DCM was sent and the follow-up date.
- Include any other contact attempts to the dealership.
- Include what the customer is seeking.
- Include HMA request.
- Include the information that we have regarding the vehicle .
We should follow this escalation process when we cannot reach the dealer service manager or personnel via phone, or if the dealer fails to reply to the DCM withing the apporpiate time frame.
Escalation process
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Created on November 22, 2024
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Transcript
Escalation Process and DCM
National DCM Activity Handling (to dealership) 2850.2 (All Groups) Email contact with Dealership for Escalations 2778.2
DCM DUE DATE
3 DAYS
1 DAY
What if the dealership does not respond?
If the DCM becomes past due, do not close the DCM activity until there is a response from the dealer or RCAM via the activity. Examples of Past due DCM activities: 1-Day Past Due - DCM was created/assigned on Monday so follow up date is set for Tuesday. The DCM would become past due on Wednesday if no response from the dealer, and we would proceed with the escalation process. 3-Day Past Due - DCM was created/assigned on Monday so follow up date is set for Thursday. The DCM would become past due on Friday if no response from the dealer, and we would proceed with the escalation process. Escalation Email Steps Send an email to the RCAM via Outlook. Copy your Team Lead and Team Manager. DO NOT copy dealership personnel (service manager, service advisor, etc.).
Steps for an escalation
SUBJECT LINE: Dept / What Region / Dealer Code / Year / Model / VIN / Mileage / Case Number / Customer Name
- Include any relevant information concerning the vehicle's concern.
- Include the date when the DCM was sent and the follow-up date.
- Include any other contact attempts to the dealership.
- Include what the customer is seeking.
- Include HMA request.
- Include the information that we have regarding the vehicle .
We should follow this escalation process when we cannot reach the dealer service manager or personnel via phone, or if the dealer fails to reply to the DCM withing the apporpiate time frame.