WebCOIN Migration Training New WebCOIN System for ECCI

Objectives By the end of this training, you will: Understand the ECCI system changes Use the system for frequently performed tasks such as assisting customers/owners in the process of updating their contact information http://ecciaw-uat.intra.chrysler.com/ecci/ Access the site: Perform different scenarios when making customers/owners inquiries and changes

Logging into WebCOIN from ECCI System From ECCI, log in to WebCOIN Log In Instructions From ECCI, log into WebCOIN Enter your TID and Password This screen will also come up, if the user has been inactive for a long period of time—typically a couple of hours.

Updating Owner Details in COIN—Old Way Today when you click the ‘A’ button, the green screen appears

Updating Owner Details in COIN—New Way In the new system, when you click the ‘A’ button, the following screen displays. Click Results… …and then click Edit Customer Information, then select what you want to update. If you want to view/validate information that needs to be updated after confirmation hit Submit button. State to class that Phone Number Quality is indicated as Verified…Is on this page to indicate a legend.

Updating Owner Details in COIN—New Way, cont. From here, select Corrections… …and then add Owner/Customer information that is requested to be corrected.

Updating Owner Details in COIN—New Way, cont. Jane Doe The Edit Customer Information screen displays, and you are now ready to modify Note: To view/validate owners correct information hit submit to save changes and the date in Agent Workbench will change from red to green. Once you’ve made changes, you can: Submit to save Restore to go back to the original data before the changes Clear remove any changes that you made Note: Agent Workbench will need to be refreshed to see changes reflected

Creating a New Owner in COIN—Old Way Today when you click the ‘O’ button, the green screen appears

Enter the disposal date in the Disposal Date field, and then Submit. How to Dispose a Vehicle in COIN—New Way In Web COIN, when you click the ‘O’ button, the following screen displays. From here, click Edit Ownership Information, and then Dispose Vehicle… Enter the disposal date in the Disposal Date field, and then Submit. Note: This option is to be used only when the following occurs: New Owner has purchased vehicle and information has not been updated Previous Owner has sold vehicle Dealer/Owner gives disposal date Note: If an agent enters the wrong disposal date follow these steps: -Agent makes puts narrative in CAIR -Agent contacts Team Lead -Team Lead contact Supervisor -Supervisor makes note to correct within 2 weeks of system update ( the system updates every 3rd and 4th Sunday of every Month, so any corrections that need to be made must be done after the 3rd and 4th Sunday of every Month) Note: Only Disposal Dates prior to the current date need to be updated on this tab …..

Enter the New Owners Information, and then Submit. Creating a New Owner in COIN—New Way In Web COIN, when you click the ‘O’ button, the following screen displays. From here, click Edit Ownership Information, and then Add New Owner… Enter the New Owners Information, and then Submit. Note: This option is to be used only when the following occurs: New Owner has purchased vehicle Previous Owner has sold vehicle Dealer/Owner gives disposal date Note: The system will automatically enter the current date for disposal…..

Search for an Owner in COIN—Old Way Today when search for an owner, you select the Name and Address Lookup mainframe link. The Name Lookup screen appears. From here you enter the customer’s last name to begin your search.

Search for an Owner in COIN—New Way After selecting WEB COIN from the Agent Workbench, you’ll land automatically on the search screen, where you can search by VIN, Phone, etc. Note: Users are recommended to search by the last 8 of a customer’s VIN. If the customer doesn’t not have their VIN information, users can find their VIN information using their phone number, first and last name, ZIP code, or State to find VIN information.

How to Determine Customer Loyalty—Old Way Today when you enter ‘S’ and hit F2 or F6 from the COIN Vehicle History screen, you’ll see the number of previous vehicles owned

How to Determine Customer Loyalty—New Way The Owner Status means one of the following: Current Owner-current vehicle of customer/owner Original Owner-purchased a new vehicle Previous Owner-purchased a used vehicle Service Customer-vehicle serviced at an authorized dealer Search on the customer from the search screen, then click Owner History tab

How to Determine Customer Loyalty—New Way The Owner Status means one of the following: Current Owner-current vehicle of customer/owner Original Owner-purchased a new vehicle Previous Owner-purchased a used vehicle Service Customer-vehicle serviced at an authorized dealer Search on the customer from the search screen, then click Household tab

How to Add/Change Names & Addresses without Changing Ownership—Old Way Today when you enter the CAIR number and ‘A’ in the CAIR field, you can add/change a name & address without changing ownership

How to Add/Change Names without Changing Ownership—New Way Click on the Change an Address tab, then complete the changes required Note: When making additional changes the WebCOIN may identify owner as “new”. If this occurs contact IT support for assistance.

How to Add/Remove Disposal Date—New Way Click on the Edit Ownership Information tab, then enter the disposal date System is set up to make changes under multiple tabs…*** Note: Only Disposal Dates prior to the current date need to be updated on this tab …..

How to Add New Owner Information—New Way Click on the Edit Ownership Information tab, then choose Add New Owner option, the Report Used Sale tab will appear. Enter the Owner’s Information… NOTE: When this process is followed, note the tab display as it changes to Report Used Sales. Note: Only Current Disposal Dates used will be automatically updated when new owner information has been entered.

How to Restrict Mail/Email/Phone—New Way Click on the Change an Address tab, then choose requested option. Note: Customers/Owners are not able to opt out of Surveys…..

How to Opt Out of Sales/Service Direct Mailers Option—New Way Click on the Change an Address tab, then the option requested and select specific items as appropriate. Note: Opting Out means no marketing information will be sent. Only information required to send by law will be sent to the customer (recalls, etc.).

How to Change Customer Language Preference—New Way Click on the Change An Address tab, then choose language that applies. Note: If the option “None/Other” is chosen the system will default to “English”…..

Purpose Directions Activity The purpose of this activity is to practice navigating the system to make changes. Directions Read each scenario and identify the steps required to complete the request.

Scenarios for Activity Scenario #1-Customer/Owner calls to give their new address and phone number Search for customer/owner information using VIN: XN682070 Scenario #2-Customer/Owner calls to give their new name and new address Scenario #3-Customer/Owner calls to ask for assistance with a repair Determine owner loyalty using VIN:WR808107/PH634494 Scenario #4-Customer/Owner calls to inform Chrysler they have sold their vehicle. Transfer ownership of the vehicle using VIN:CH182629/LR716832 Scenario #5-Customer/Owner calls and their information is not in the system/not updated Add the customer using VIN: 8S556815 Scenario #6-Agent Workbench goes down and you are unable to complete an update in COIN Refer to pages 23-26 to login into COIN through Blue zone Answers to Scenarios- #1-Use Change Address Tab, then hit Submit button-Note: When updating Fleet Customer/Owners Information, agents will only be able to update driver’s information. Address and Phone Numbers can be made at the same time without changing the status of the customer/owner. #2-Use Change Address Tab, enter in customers new name, then hit submit. Then enter new address, 12456 Main St., Royal Oak, MI 48075, then hit Submit button-AGAIN. Name and Address changes must be submitted one at a time or system will change the status of the customer/owner. #3-Use Owner History Tab, review the number of purchased and current vehicles #4-Use Edit Owner Information Tab, then choose Disposal Vehicle Option (only if the date is a prior to the current date), then enter Disposal Date and hit Submit button. If the disposal date is a current date, go to Edit Owner Information and choose Add New Owner, then add information. Note: the disposal date will be added by the system #5-Use Edit Customer Information Tab, then choose the Corrections Option, and enter Customer’s name, address, and telephone number and hit Submit button

Questions