The Examiner - Digital Support News & Information Issue 4 The...
Transcript of The Examiner - Digital Support News & Information Issue 4 The...
The Examiner - Digital Support News & Information Issue 4
1
The
Examiner Digital Support News &
Information
June 2017
From the Desk of… by Amanda Trigo – Digital Support Team Administrator
Cars have been around for
over a hundred years, and the
basic idea remains the same. They
are a tool to get us from one place
to the next. They still typically have
four wheels, a steering wheel, and
windows. Any changes over the
years have basical ly been
cosmetic, but technology is starting
to actually redefine the meaning of
automobile. There are a number of
technological developments in the
automobile industry that will impact
both customers and cars for the
foreseeable future.
Remember the year 2001? Doesn’t
seem that long ago, does it? It was
the dawn of a new year, new century
and new millennia. Now try and
remember the car you were driving in
2001, if you were driving then.
Chances are it was a lot different
than the one you’re driving now.
The Digital Support Team wants to
help you navigate what is rapidly
changing and what is available now.
We also want to help you with your
customers. This edition will show you
what specialists and technicians are
needed for help, updates, and
repairs. This will also discuss what to
look forward to… Along with updates
from Xtime, Important Dates to
Remember, and what projects are on
the way.
Have you heard or the phase “ECU”?
ECUs are the various electrical
components in a car (known as
electronic control units, or ECUs) they
are connected via an internal network
and can be vulnerable.
Last year when two white-hat
hackers remotely took control of a
Jeep Cherokee and cut i ts
transmission on the highway as part of
a research initiative.
The well -publicized incident
prompted Chrysler to recall 1.4 million
vehicles and has prompted NHTSA to
focus on cyber security to ensure that
these system work as intended.
Luckily, many manufacturers have
begun taking precautions and have
been working to improve consumer
safety so Expect recalls regarding
software updates to continue.
Vehicle Cybersecurity
The Examiner - Digital Support News & Information Issue 4
2
Technology Programs and Specialists by Amanda Trigo, Digital Support Administrator
know who to point in the right
direction when they call.
Luxury Brands:
Au d i MMI / Aud i Con nec t &
Technology Specialist
BMW iDrive & BMW Genius
Lexus Enform & Technology Specialist
Mercedes Benz mbrace & Product
Concierge
Acura AcuraLink
Subaru STARLINK
Volvo Sensus Connect
Domestic Brands:
Buick Intelilink
Chevrolet MyLink
C h r y s l e r / D o d g e / J e e p / R a m
uConnect
Ford/Lincoln SYNC
Import Brands:
Hyundai BlueLink
Kia UVO
Nissan Nissan Connect
Mazda Connect
Toyota Entune
Volkswagen Car-Net
With all of the technological
advances in vehicles these days,
many motor brands have specific
names for their brand specific
program and sometimes have
people located at their dealerships
to help customers learn all of the
features.
It can be difficult knowing who is
who and what is what, so Digital
Support has compiled a list of what
each brand calls their specific
technology program/set-up and
trained personnel (if available). This
can help you talk with more
confidence to your customer and
Electric Vehicles - Now and Beyond
Electric vehicles are growing more
and more every year. The choices
are now in big competition with
traditional vehicles.
To keep you informed of the
growing fleet of electric vehicles out
there, here’s a small list to keep you
on your toes of the most popular
electric/hybrid vehicles on the road:
BMW i3
BMW i8
Cadillac ELR
Chevrolet Bolt
Chevrolet Spark EV
Chevrolet Volt
Albert Mehrabian (1967)
When customers call to schedule they
may feel anxious about whether you can
help them or not. The way you talk to them,
the words you use, and the way you say
those words will all impact the customer’s
perception of the service you deliver. It’s
important for you to know that your tone of
voice speaks volumes.
The customers can hear when you’re
eager to assist, when you’re annoyed by
their questions, and disinterested in
handling their call. A positive and
enthusiastic tone can give you control of a
call at the onset. Remember, customers are
just like you so they will get annoyed at the
same things. Would you want to speak with
someone that sounds like they don’t want
to be at work and they could care less
about scheduling you in for something
that’s important to you? Of course not! You
would want to be helped by the friendly
person that’s enthused about assisting you.
Your customer wants the same thing. I
want everyone to recognize the
importance of tone of voice has in helping
deliver exceptional customer service.
Key Elements of Successful Communication
Quality Control Corner
By Ambrosia Thomas - Quality Control Analyst
FIAT 500e
Ford C-Max Energi
Ford Focus Electric
Ford Fusion Energi
Hyundai Ioniq EV
Hyundai Sonata Plug-In Hybrid
Kia Soul EV
Mercedes Benz B-Class
Mitsubishi i-MiEV
Nissan LEAF
smart fortwo electric
Toyota Mirai
Volkswagen e-Golf
This list is growing as we speak!
Also, please keep in mind that very
specific instructions on how to
schedule these particular vehicles
might be listed. Make sure that you
refer to your KB page and verify if
there is a special advisor that
handles these vehicles or if they can
be scheduled with anyone.
Audi Connect
Hyundai Ionic Hybrid
The Examiner - Digital Support News & Information Issue 4
3
Navigation Systems: Info & Scheduling by Rosie Guerra, Digital Support Administrator
Many of you may have noticed
that the Transportation page on KB is
changing! Digital Support is a little
more than 65% complete with this
project. The estimated completion
date is projected at the end of June
2017.
Please take note of the following
changes:
All KB Transportation Pages - All
Transportation pages will have the
following sections: Drop Off & Early
Bird/After Hours, Waiter, Shuttle,
Loaner, Rental, & Valet.
Drop Off & Early Bird/After Hours -
Moved from the Scheduling
Preferences page to the
Transportation page for easier
reference to the other
transportation option information.
Waiter - This has been added for
easier reference of duration limits
for a customer choosing to wait for
their services.
UPDATE! KB Transportation Project
Did You Know?
Service Advisor University
June 6-8
June 20-22
June 2 - National Doughnut Day
June 8 - National Best Friend Day
June 14 - Flag Day
June 18 - Father’s Day
June 19 - Juneteenth
June 25 - Eid-al-Fitr
Toyota, Ford, and Uber all expect to
have self-driving cars by this date.
Each will address cybersecurity from
the very beginning.
*Info courtesy of HARMAN International Industries
If anything goes wrong with the
system, customers can take it to any
factory dealership for free repair within
the warranty period.
Scheduling: Navigation updates/issues
should be scheduled like any other
diagnostic/concern item unless
instructed otherwise in KB.
Price: Prices for factory navigation
updates range wildly and could differ
by model even within the same brand.
For navigation prices contact the parts
department, but be sure to have the
vehicle information handy.
Updates: The maps on factory systems
are typically as current as the year of
the vehicle. Most manufacturers tend
to release two updates a year (Fall
and Spring)
Not long ago navigation systems
were typically seen only in luxury
vehicles.
Today navigation systems can now
be seen in domestic and import
vehicles as well.
With these systems being readily
integrated into more vehicles we are
bound to receive more questions
about them.
Have you ever heard any of these:
“My nav is not working”, “How can get
an update?”, “What is the cost?”
Here is some information that might
help:
Warranty Coverage: Since the factory
navigation system is part of the
vehicle, it is covered by the bumper-to
-bumper warranty.
IMPORTANT DATES TO REMEMBER
The Evolution of Car Technology
Innovations in car technology are
constantly changing. Just a few
decades ago, the automotive industry
were bragging about 8 track stereos
and airbags as the newest advanced
feature. These days there are loads of
new vehicle technologies – from
complex audio systems to GPS to self-
driving cars – designed to entertain,
give directions and prevent collisions.
Let’s take a trip back in time to see the
evolution of in-car technology.
1922 - Chevrolet 490 - First Radio
1966 - Ford Mustang - First 8 Track
Stereo
1972 - SAAB 99 - First Electronically
Heated Seats
1983 - Renault 11 - First Digital
Dashboard
1990 - Mazda Cosmo - First GPS
Navigation
1998 - Mercedes Benz - First to
offer keyless entry (Smart Key)
2002 - Infiniti Q45 - First Rear View
Backup Camera
2006 - Lexus LS460 - First Automatic
Parking
2010 – Honda Odyssey – First
factory fitted DVD player
Now we have blind side detection,
parking assist, drowsiness alert,
a d a p t i v e h e a d l i g h t s , p h o n e
integration, and collision warnings.
We have come a long way, but
there is still more to come!
*Info courtesy of Infogrades.com
The Examiner - Digital Support News & Information Issue 4
4
Xtime Message of the Day Colors! by Amanda Trigo, Digital Support Administrator
Green will be used for everyday
i n f o r m a t i o n : S c h e d u l i n g
Instructions, Holiday Hours, etc…
Red is for emergency weather
conditions (inclement weather) or
power outages. This will be a fast
way for you to see if this particular
dealership has been affected
and must close for a number of
hours or days.
Black will be for any technical
difficulties that the dealership
may be experiencing, like phone
Everyone one knows it… The
green bar on the top of the
Xtime page. That’s our famous
Message of the Day!
Digital Support has decided
to add color variations to help
y o u n o t i c e i m p o r t a n t
information at a glance and
when it’s an EMERGENCY.
There will be four colors that
will be used:
issues or widespread computer
issues that deter the dealership
from working correctly but hasn’t
closed.
Yellow is for physical land
changes that affect customers
getting to the dealership: Address
C h a n g e s ( R e l o c a t i o n ) ,
Construction Issues, Road Blocks,
etc...
Please take the time to view
the examples to get familiar with
how this will look on Xtime.
Green Bar—Everyday Information
Red Bar—Emergency Information
Where to Direct Technical Questions by Rosie Guerra, Digital Support Administrator
First things first:
**Do Not Contact the Technology
Specialist for Navigation Updates**
And now that we have that out
of the way…
What are technical Navigation
questions/ issues?
Technical Navigation issues are
when customers are unaware of
how to work their navigation
system: How to use Points of
Interest, How to plug in addresses,
or View maps.
Here are a few of the items
Technology Specialist also help
with:
Navigation (how to use)
Bluetooth (how to use)
Hands Free Dialing (how to use)
Audio System (how to use)
Voice Commands (how to use)
Cruise Control (how to use)
Climate Control (how to use)
Smart Access System (how to
use)
Any calls with Technology
questions (Phone issues, Bluetooth
or technical Navigation issues,
Personalized settings) should be
warm transferred to the specialist at
that dealership (if listed).
If customers are reporting that
any of the items above are not
working please schedule like any
other diagnostic/concern item
unless instructed otherwise in KB.
Black Bar—Technical Difficulties
Yellow Bar—Physical Land Changes/Issues
The Examiner - Digital Support News & Information Issue 4
5
SDC Cybersecurity In case you missed it here’s a recap of what our IT department
(James Druzbik) recently sent out regarding SDC Cybersecurity:
Email DATE 5/12/2017
** Please Read **
Use extra caution when clicking email links and attachments at home and in the
office as a Massive Global Ransomware Outbreak is hitting people all over the world.
This attack as over 45,000 different versions making it hard to stop. Map of locations
hit today:
To prevent you, your family, or our office form experiencing a problem, DO NOT click
on attachments and links in emails from unverified senders.
To help protect our network:
1. IT will hold all .ZIP .tar .rar .7z .tgz email attachment files for 90 mins starting now in
Proofpoint. This will give our systems extra time to try and scan them.
2. I am requesting people power off PCs tonight. A fresh reboot always helps.
If you want to know more, simply look at the top story in USAtoday.com or other news
sites.
Email DATE 4/26/2017
Please continue to delete every email you think is fake. If unsure, send to
[email protected] and IT will validate it.
The RED Warning Message to look for:
Hybrid Electric Vehicle
Electric vehicle that only uses gasoline or diesel
fuel.
Plug-In Hybrid Electric Vehicle
Electric vehicle that uses gas or diesel & plugs in
to charge the vehicle.
All-Electric Vehicle
Electric vehicle that only plugs in to charge the
vehicle.
You may have noticed that Digital
Support have placed information in
the Message of the Day about
Saturday Event Specials… That’s going
away.
Everyone should now have the
habit of searching for “event” in the
Dynamic Word Search Bar in Xtime
when a customer calls about such
situations.
Read and make sure to select the
correct service with the correct date in
the title.
What’s the difference?
According to Forbes…
1. Autonomous Vehicles - Vehicles
capable of being fully autonomous in
certain circumstances.
2. Driver Override Systems - Vehicles that
disregard the drivers commands and
makes its own decisions based on
safety circumstances.
3. Biometric Vehicle Access - Vehicles
that will use fingerprints, eye
recognition, & etc for commands.
4. Comprehensive Vehicle Tracking -
Vehicle tracking for insurance
purposes and milage usage.
5. Active Window Displays - Head-Up
Display tech in interior windshields for
driver usage.
6. Remote Vehicle Shutdown - More
vehicles with remote shutdown, not just
On-Star.
7. Active Health Monitoring - Seat-belts or
steering wheels that track vital
statistics.
8. Four-Cylinder Supercar - By 2020, we’ll
see the first full-fledged 200+ mph
supercar with a four-cylinder engine.
9. Smart/Personalized In-Car Marketing -
With vehicles connected to the
internet, your vehicle will provide ads
customized to you.
10. Reconfigurable Body Panels - Imagine
an SUV with customizable body
panels? It can happen by 2020.
Top 10 Advanced Car Technologies by 2020
UPDATE! Saturday Event Information
In addition to color variation for
the Message of the Day, please be
on the lookout for the following:
Afternoon Specials (if applicable)
on the Dealership Information
Tab (located above service
details)
Make Appointment search for
services – include all services
Being able to view RO numbers
on the Make Appointment
screen
This is just some of what you can
expect, but to always be prepared
remember to periodically clear out
your browsing history/cookies/cache!
This will ensure you have the most
up to date features and information.
If you forgot how to clear out your
browsing history see your team lead
for assistance.
Additional Xtime Changes Coming!
The Examiner - Digital Support News & Information Issue 4
6
Project Name Start Date Projected
Completion Date
Actual Completion
Date
Transportation -
Phase I Dec 2016 Jan 2017 Jan 2017
KB: Restriction
Removal Jan 2017 Feb 2017 Feb 2017
KB: Personnel Feb 2017 March 2017 March 2017
$ Menu Links March 2017 March 2017 April 2017
Transportation -
Phase II March 2017 May 2017
Estimated
Completion Date:
Collision Phone List June 2017 June 2017 June 2017
KB: Recall In Planning Phase In Planning Phase In Planning Phase
KB: Scheduling
Preferences/Detail/
Coupons
Not Started N/A N/A
Cross-Reference
Services in KB/Xtime Not Started N/A N/A
KB: Dealership Info Not Started N/A N/A
GP1 Digital Support Project Calendar
Ever wanted to know what we are working on besides Digital Support tickets? This is a
condensed chart of what we have planned. Some of these projects might even take us
into next year and we might add new projects along the way so keep a lookout for an
updated chart on our next newsletter—July 5, 2017.
As you can see, some of these projects take a great length of time. Nonetheless, we
hope that you see the progress as the year passes.
The Examiner - Digital Support News & Information Issue 4
7
ACURALINK
AUTOMOBILE
BLUELINK
CAMERA
CARNET
CHARGER
COMPUTER
CONNECT
DATA
ENFORM
ENTUNE
IDRIVE
INTELILINK
INTERNET
MBRACE
MMI
MYLINK
PHONE
PROGRAM
SCREEN
SENSUS
SOFTWARE
STARLINK
SYNC
TECHNOLOGY
UCONNECT
UVO
Automobile Technology Word Search