FAQ: Follow-Up 

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  1. How do I find my Follow Up?

    1. There are 4 ways to find your follow up tasks:

      1. At the bottom of the XRM screen, find the option that says "My Open Follow-Ups".  Click the number next to this.

      2. On the XRM Dashboard, if you have the Quick Start widget, you will find an icon labeled "My Follow Up" (looksl ike a red book with a  blue globe). Click this.

      3. On the Main Menu, under the Customers tab select "Followup Manager."

      4. When you log in, if you have follow-ups due you will have a pop-up notification (unless you have disabled this in the status bar configuration options) which includes a link to your follow ups.

    2. Once you have clicked one of the above options, you should find yourself on the Follow Up Manager.  The follow-up manager will show you what customers must be followed up with today.

    3. Please review the Follow-Up Manager video lessons under the Salesperson 101 class in the CAR-Research training video library for more help using the Follow Up Manager.


  2. How do I get these customers to come off of my follow up, they pop up every day?

    1. There are two common reasons for this.

      1. First: you are not the salesperson of record and when you enter a call, e-mail, etc... you are not changing the Salesperson/Appt For box to your name. Doing so does not reassign the customer, it simply designates the person who's follow-up must be completed.

      2. Second: you are neither selecting No Next Contact nor setting a future date for contact. If neither is done, the XRM defaults to setting a follow up for the next day. (does not apply to Results-Based Follow-Up, RBF, dealerships)


  3. I don't want to follow up with this customer anymore, they bought somewhere else, how do I stop their follow ups?

    1. Assuming your dealership is not on RBF (Results-Based Follow-Up), you want to make sure to close out today's follow-up and have your manager remove the customer from the contact schedule. This is done under the customer record, on the General Info tab. Your manager needs to check the box next to Remove from Contact Schedule and save the customer.

    2. If your dealership uses RBF, your management should have created an option that would lead to an end of calls (either directly or after a manager TO). If not, they will need to do so.

    3. If you only wish to remove this single follow-up event from your follow up list, either complete a follow-up activity or use a memo activity to reschedule for a later date.


  4. How do I clear my Follow-up tasks?

    1. There are three ways to clear your follow-up tasks from the Follow-up Manager. They are:

      1. Logging a phone call

      2. Sending an email

      3. A Memo event may also be used to clear a follow-up task, but only if a date is entered for a next follow up.

        1. The memo event is intended to reschedule the follow up for a future date.  Selecting No Next Contact will not clear the event off the planner, a next contact date MUST be manually entered for the scheduled follow-up event to be cleared from the follow-up manager.

    2. Under the Next Contact box, make sure that you select a Next Contact date that you would like to speak with them (only applies to dealerships NOT using Results-Based  Follow-Up).

    3. If you do not wish to manually schedule a next follow-up date, then just select No Next Contact and you will be prompted to follow up based on your dealership's follow up schedule.

    4.  If No Next Contact is not selected, nor a next contact date entered, the system will prompt you to follow up with the Customer again tomorrow.


  5. How do I perform follow up with an email message?

    1. From the Follow-Up or Internet Lead Manager Screens:

      1. Click on the customer name to open the customer information pane.

      2. After reviewing your notes, click on the new e-mail button at the top of the customer information pane.

    2. From the dashboard:

      1. Click on the customer search icon in the row of icons at the top of the screen.

      2. Use the search features to find the customer, then click on the customer name in the search results.

      3. After reviewing any customer information, click the new e-mail icon above the customer information.

    3. When the new e-mail window is open

      1. Either select your template from the e-mail template pull-down menu, then customize the message or write a custom message from scratch.

      2. Click the apply merge codes button and proofread the e-mail - make sure it says what you want, confirm the merge codes populated as desired, and make sure the message looks the way you want it to look.

      3. For dealerships not using Results-Based Follow-Up, make sure to properly set the next contact information.

  6. How do I see what Follow Up has been done? been done?

    1. On your Dashboard, you should see a Widget that says Follow-up Results. If you don't see this Widget then please click on the Add Widget button at the top left of the page and select Follow-up Calls.