We are pleased to announce the launch of NAPA TRACS SmartCall!
TRACS SmartCall provides the same technology used by major pizza and other chains to increase productivity and personalize the customer experience.
Before answering the phone, SmartCall informs the Service Writer:
1. The name and phone number of the caller
2. If the caller is an existing customer
3. If the callers vehicle is in the shop for repairs
4. If there is an active or pending estimate or work order for this caller
5. A list of all vehicles in the system related to this caller.
After the shop closes, SmartCall Informs the Service Manager:
1. How many calls did not get answered?
2. List of unanswered calls with phone numbers for call-back
3. What are the peak phone times with graphs?
4. When did a caller get a busy signal?
5. How many callers abandoned the call prior to answering? (Including phone numbers)
6. List of new callers not currently in the TRACS system
7. Outgoing call monitoring and reporting .
SmartCall Eliminates Keyboard Entry!
When a customer calls the shop a “pop-up” message is automatically created on the screen for action when answering the phone. Armed with this information prior to answering the phone the Service Writer will ensure an enhanced personable handling of the customer and increase productivity by:
- Anticipate the callers questions and be ready with the open RO or other information
- No more waiting to enter customer information in TRACS or getting out of one application and into the customers RO to inform them of the status.
Then with One-Click the Service Writer can:
- Open a customer record
- Open a vehicle record for this customer
- Start an estimate or Repair Order
- Open an or existing Estimate or Repair Order
SmartCall is Windows based and connects to just about any phone system or Voice Over IP (VOIP) system. There are options available to fit the needs of any size shop and the SmartCall hardware comes with a 2-year warranty.
Customer Feedback…
“Immediately after we installed TRACS SmartCall, the system showed we missed 29 calls the first weekend. First thing Monday morning we returned the calls and were able to schedule 6 of them for service that day.”
-Ben Dexter, Kennesaw AutoCare Kennesaw, GA
For additional information, contact your Local TRACS Sales Representative or the TRACS Sales Hotline at 800-659-3710