FAQ#

How to create a user?#

Prerequisites: Have "Dealer Manager" rights in Fleetback

For more information, please refer to the WebApp> Management> Configuration> Manage Users> Add User section.

I lost / forgot my password#

How to add a device?#

Prerequisites: Have "Dealer Manager" rights in Fleetback

For more information, please refer to the WebApp> Management> Configuration> Add Device section.

My files do not sync#

There are several possible solutions:#

Application in the background#

It is recommended that you do not close the application before syncing because some devices block the synchronization in the background.

I get disconnected on the web app#

This can be caused by an unstable Internet connection. If this happens often, contact your IT department.

Can I use my personal phone?#

Yes:

For more information, see Mobile App> History> Sharing a file

How can I contact support?#

Can I send a file to several people?#

It is currently not possible to send an intervention simultaneously to several people, however you can duplicate your file and send it to different people or share the link and transmit it to different people.

What can I do with my Fleetback profile?#

Here are the different roles available in Fleetback along with their rights:

Dealer Manager#

Back office#

Salesperson#

Technician#

Auditor#

Audit Manager#

What statistics can I consult?#

For more information, please see the Web App> Management> Statistics section

What should I check before sending a file?#

You are strongly advised to:

Tips for taking photos or videos#

Before:

During:

After:

How to add a brand to my dealership#

You can consult the list of brands available in the application: https://www.fleetback.com/w/en/clients/ and write to support@fleetback.com to request adding a brand to your dealership.

User Guide#

Intro#

Fleetback in a few words#

Fleetback App is a web and mobile application that allows dealers to communicate transparently and responsively with their customers through photos and videos sent via SMS and email.

Goals#

With Fleetback:

Some examples of use cases

Components#

Mobile App

Customer page

Back Office (Web application / desktop)

Mobile App#

Quick Start#

Downloading the app#

First of all#

App Store#

Visit the Apple App Store or the Google Play Store and search for "Fleetback." Select the application published by "ARHS Spikeseed" and install it.

Configuring the application#

First launch of the application#

Search for the app named "Fleetback App" among your installed apps, or click directly on "Open" after downloading the app from the Apple Store or Google Play Store. Start the application.

Adding the new device on the Back Office (website / desktop)#

Please contact the person who has the dealership administrator role in Fleetback.

More details can be found in the Web App> Management> Add Device section

Pairing the application#

Return to your Fleetback App. You can now click on "Scan." Allow the app to access the camera on your mobile device.

Then scan the QR code generated in the previous step, making sure to focus the lens of your camera on the QR code.

Your mobile app is now paired with your dealership!

Presentation of the menus#

Bottom menu#

New

In the "New" menu, you have the option to create a new Fleetback intervention. To do this, enter a file identification number. You can also scan an identifier as a bar code.

Interventions (history)

In the "Interventions" menu, you can access the history of the interventions created within your dealership. They are sorted by creation date, from the most recent to the oldest.

In addition, the intervention category is indicated by five different logos corresponding to the usage modules available in the two modes. The "After-Sales" mode includes three modules: "Mechanics," "Bodywork," and "Warranty," and the "Sales" mode includes two modules: "UC Stock" or "Direct message."

For more information, please refer to the section Mobile App> After-Sales Mode> The Three Modules

A search bar is also available at the top of the screen, in which it is possible to search for an intervention via its file identification number, which you can scan, or by any other keyword entered in the intervention's fields.

Settings

In the "Settings" menu, you can view information about your application and you can change the language or the mode.

Version

You can check the version of the Fleetback App you are currently using.

Identifier

The identifier corresponds to the name assigned to your mobile device during its pairing with the dealership.

For more information, refer to the section Mobile App> Quick Start> Configure> Pairing the Application

Pairing the device

The submenu "connected to" displays the name of the dealership that was paired with your mobile device using the Fleetback App.

Mode (sales / after-sales)

The two available modes are "After-Sales" and "Sales." The ability to activate these modes depends on your dealership administrator.

If you have access to each of these modes, you can click on the current mode of use, and then select the desired mode.

For more information on the Sales Mode, please refer to the Mobile App> Sales Mode section

For more information on the After-Sales mode, please refer to the Mobile App> After-Sales Mode section

Language

Here you can select the language of your choice from the many languages ​​available for the Fleetback App.

Wi-Fi / 3G / 4G connection#

Required for:

With no Internet connection:

The use of the application outside the dealership is then possible but synchronization will take place when you have an Internet connection once again.

To prevent the use of cellular data for the app: Settings> Cellular Data> Fleetback (only on iPhone)

The After-Sales mode#

The three modules#

When you use the Fleetback App in "After-Sales" mode, you have access to three modules once a new intervention is created

The "Mechanics" and "Bodywork" modules let you perform a vehicle overview and communicate with your customers about the work to be done on their vehicle.

The "Warranty" module lets you store relevant elements in a warranty file, for direct or subsequent communication with a professional (expert, insurer, etc.).

Creating an intervention (mechanics / bodywork)#

Manual identification or via scan#

In the "New" menu, you have the option to create a new Fleetback intervention. To do this, enter a file identification number (e.g.: RO number, plate number, or customer name)

You can also scan an identifier (e.g., the bar code of a work sheet or a QR code).

To do this, simply click on the "Scan" button.

The camera function of your mobile device will then activate and you can scan the desired code.

Choosing the module#

Choose the type of intervention you want to create: "Mechanics" or "Bodywork."

See Mobile App> After-Sales Mode> The Three Modules

Capturing media#

Once the type of intervention has been selected, the camera function will automatically activate in video mode. (The authorization of the microphone and the camera are required for the first launch)

You can now take an explanatory video of the problem found on the vehicle. You can also take pictures by clicking on the "Picture" button.

For best results, Fleetback recommends you always film or take snapshots in landscape mode. Once your media items are saved, click on the icon with an "X" at the top right.

To see all the camera options on the mobile app, please refer to the section: Mobile App> Media

Gallery#

You have the option to edit and delete your current media items, as well as to make them private or public. You can also add media by clicking "new picture" or "new video"

When you are satisfied with your media items, click on the "Next" button.

To see all the camera options on the mobile app, please refer to the section: Mobile App> Media

Brand#

You can now select the manufacturer's brand corresponding to the vehicle concerned by the intervention. This will generate a customer page corresponding to the brand's visual identity.

Recommendations#

You then have access to a list of recommendations predefined by your dealership administrator. You can select a recommendation by clicking on it. The line concerned will change to orange, indicating the "Recommended" status.

If you wish to inform the customer that some work must be performed urgently on the vehicle, click a second time on the recommendation. The entire line then changes to red, indicating the "Urgent" status.

To cancel your selection of a recommendation, click a third time on it.

You can also "search" for a recommendation in the search bar / magnifying glass.

To add a recommendation that is not on the list, click the "+" button (on iOS) / or "add an item" (on Android).

A free text field appears where you can name your custom recommendation.

The number of selectable recommendations is not restricted.

When you have selected all the desired recommendations, click "Next."

Reception#

You can then include a private video message for the reception.

You can select:

When done, click the "Next" button.

Summary#

You are in the final stage of creating a mobile intervention.

The Summary page displays the number of recommendations selected and the total price, if available.

Proposed amount

This is the total price amount for the work proposed in the "recommendations." If no price is entered, the person in charge of the billing must complete it manually.

User

Choose your name from the drop-down menu by clicking on the box.

Time available for an answer

This is a deadline for an expected response. You can activate it or not. This indicates to the customer the deadline for them to respond in order for the necessary work to be performed so that the vehicle is returned at the originally scheduled time.

Click on the currently indicated time and select the desired time.

Finish

This is used to create the intervention and to synchronize it on your dealership's web application where the person concerned can then finalize it and send it to the customer.

More information can be found in the section: Web App> After-Sales> Create / edit an intervention (mechanics / bodywork / warranty)

It is recommended that you do not close the application before syncing because some devices block the synchronization in the background.

This process can take a few seconds depending on the bandwidth available on your Internet network and the number of videos and photos taken.

The progress status is displayed at the top of your screen or in the "Interventions" menu. (only on iPhone)

Creating a (warranty) intervention#

The process is the same as to create a previously described "mechanics / bodywork" intervention. The only differences in this "warranty" module are:

Here are all the steps required to create a warranty intervention:

Manual identification or via scan#

In the "New" menu, you have the option to create a new Fleetback intervention. To do this, enter a file identification number (e.g.: RO number, plate number, or customer name)

You can also scan an identifier (e.g., the bar code of a work sheet or a QR code).

To do this, simply click on the "Scan" button.

The camera function of your mobile device will then activate and you can scan the desired code.

Choosing the module#

Choose the "Warranty" type of intervention.

For more details on the modules, please see the section: Mobile App> After-Sales Mode> The Three Modules

Capturing media#

Once the type of intervention has been selected, the camera function will automatically activate in video mode. (The authorization of the microphone and the camera are required for the first launch)

You can now take an explanatory video of the problem found on the vehicle. You can also take pictures by clicking on the "Picture" button.

For best results, Fleetback recommends you always film or take snapshots in landscape mode. Once your media items are saved, click on the icon with an "X" at the top right.

To see all the camera options on the mobile app, please refer to the section: Mobile App> Media

You have the option to edit and delete your current media items, as well as to make them private or public. You can also add media by clicking "new picture" or "new video"

When you are satisfied with your media items, click on the "Next" button.

To see all the camera options on the mobile app, please refer to the section: Mobile App> Media

Brand#

You can now select the manufacturer's brand corresponding to the vehicle concerned by the intervention. This will generate a customer page corresponding to the brand's visual identity.

Internal message#

You then have the option to leave an internal message (for a warranty expert / advisor) in the intervention.

When done, click the "Next" button.

Summary#

You are in the final stage of creating a mobile intervention.

The Summary page displays the number of recommendations selected and the total price, if available.

Proposed amount

This is the total price amount for the work proposed in the "recommendations." If no price is entered, the person in charge of the billing must complete it manually.

User

Choose your name from the drop-down menu by clicking on the box.

Time available for an answer

This is a deadline for an expected response. You can activate it or not. This indicates to the customer the deadline for them to respond in order for the necessary work to be performed so that the vehicle is returned at the originally scheduled time.

Click on the currently indicated time and select the desired time.

Finish

This is used to create the intervention and to synchronize it on your dealership's web application where the person concerned can then finalize it and send it to the customer.

More information can be found in the section: Web App> After-Sales> Create / edit an intervention (mechanics / bodywork / warranty)

It is recommended that you do not close the application before syncing because some devices block the synchronization in the background.

This process can take a few seconds depending on the bandwidth available on your Internet network and the number of videos and photos taken.

The progress status is displayed at the top of your screen or in the "Interventions" menu. (only on iPhone)

Sales mode#

To put the Fleetback App in "Sales" mode, refer to: Mobile App> Quick Start> Menu Overview> Bottom Menu> Settings> Mode

The two modules#

When you use the Fleetback App in the "Sales" mode, you can access two modules once a new intervention is created

You can choose one of the two modules:

More details can be found in Mobile App> Sales Mode> Create a "Direct message" intervention

Creating a "UC Stock" intervention#

The process is similar to the "After-Sales" mode.

Please refer to the section: Mobile App> After-Sales> Create an intervention

The only differences in the Sales module are:

Here are all the steps required to create a "UC Stock" intervention:

Manual identification or via scan#

In the "New" menu, you have the option to create a new Fleetback intervention. To do this, enter a file identification number (e.g.: RO number, plate number, or customer name)

You can also scan an identifier (e.g., the bar code of a work sheet or a QR code).

To do this, simply click on the "Scan" button.

The camera function of your mobile device will then activate and you can scan the desired code.

Choosing the module#

Choose the "UC Stock" module.

For more details on the modules, please see the section: Mobile App> Sales Mode> The Two Modules

Capturing media#

Once the type of intervention has been selected, the camera function will automatically activate in video mode. (The authorization of the microphone and the camera are required for the first launch)

You can now take an explanatory video of the problem found on the vehicle. You can also take pictures by clicking on the "Picture" button.

For best results, Fleetback recommends you always film or take snapshots in landscape mode. Once your media items are saved, click on the icon with an "X" at the top right.

To see all the camera options on the mobile app, please refer to the section: Mobile App> Media

You have the option to edit and delete your current media items, as well as to make them private or public. You can also add media by clicking "new picture" or "new video"

When you are satisfied with your media items, click on the "Next" button.

To see all the camera options on the mobile app, please refer to the section: Mobile App> Media

Brand#

You can now select the manufacturer's brand corresponding to the vehicle concerned by the intervention. This will generate a customer page corresponding to the brand's visual identity.

Vehicle Information#

Enter the information of the vehicle you wish to register.

Summary#

You have arrived at the last step of creating a mobile intervention: the "Summary" page

User

Choose your name from the drop-down menu by clicking on the box.

Finish

This is used to create the intervention and to synchronize it on your dealership's web application where the person concerned can then finalize it and send it to the customer.

More information can be found in the section: Web App> After-Sales> Create / edit an intervention (mechanics / bodywork / warranty)

It is recommended that you do not close the application before syncing because some devices block the synchronization in the background.

This process can take a few seconds depending on the bandwidth available on your Internet network and the number of videos and photos taken.

The progress status is displayed at the top of your screen or in the "Interventions" menu. (only on iPhone)

Creating a "Direct Message" intervention#

The process is similar to the "After-Sales" mode.

Please refer to the section: Mobile App> After-Sales> Create an intervention

The only differences in the Sales module are:

Here are all the steps required to create a "Direct Message" intervention:

Manual identification or via scan#

In the "New" menu, you have the option to create a new Fleetback intervention. To do this, enter a file identification number (e.g.: RO number, plate number, or customer name)

You can also scan an identifier (e.g., the bar code of a work sheet or a QR code).

To do this, simply click on the "Scan" button.

The camera function of your mobile device will then activate and you can scan the desired code.

Choosing the module#

Choose "Direct message."

For more details on the modules, please see the section: Mobile App> Sales Mode> The Two Modules

Capturing media#

Once the type of intervention has been selected, the camera function will automatically activate in video mode. (The authorization of the microphone and the camera are required for the first launch)

You can now take an explanatory video of the problem found on the vehicle. You can also take pictures by clicking on the "Picture" button.

For best results, Fleetback recommends you always film or take snapshots in landscape mode. Once your media items are saved, click on the icon with an "X" at the top right.

To see all the camera options on the mobile app, please refer to the section: Mobile App> Media

You have the option to edit and delete your current media items, as well as to make them private or public. You can also add media by clicking "new picture" or "new video"

When you are satisfied with your media items, click on the "Next" button.

The "Media" section will provide you with information on all the functionalities offered by the Fleetback App regarding photos and videos.

Brand#

You can now select the manufacturer's brand corresponding to the vehicle concerned by the intervention. This will generate a customer page corresponding to the brand's visual identity.

Summary#

You have arrived at the last step of creating a mobile intervention: the "Summary" page

User

Choose your name from the drop-down menu by clicking on the box.

Customer information

To send directly to the customer, select this option (if it is not already the case) and then enter their contact information as well as the vehicle information. You can deselect this option and finalize the online intervention on the web application.

Finish

This is used to create the intervention and to synchronize it on your dealership's web application where the person concerned can then finalize it and send it to the customer.

More information is found in the section: Web App> Sales> Create / edit an intervention

It is recommended that you do not close the application before syncing because some devices block the synchronization in the background.

This process can take a few seconds depending on the bandwidth available on your Internet network and the number of videos and photos taken.

The progress status is displayed at the top of your screen or in the "Interventions" menu. (only on iPhone)

Media#

Camera: options#

Permissions

At the first launch, a request for accessing the microphone is made.

Video / photo mode

Once the type of intervention has been selected, your cell phone's camera function will automatically activate in video mode.

You can now shoot a descriptive and/or marketing video of the vehicle concerned.

On the black banner, three buttons appear. By clicking on "Picture," you switch to photo mode. Re-click the "Video" button to disable the "Picture" mode. A message appears to indicate which mode you are in.

Private / public mode

A message appears to tell you which mode you are in. The private mode is used to add photos / videos to the file for internal use, without sending them to the client.

You can click on the "private" button to activate or deactivate it.

The flash

The "Yes" flash button permanently activates your mobile device's flash (if available on your device). Re-click the "Yes" flash button to disable it.

Attention: in video mode, it is impossible to turn the light on or off after the recording has started. You must click the button before starting the recording.

Sound

By clicking on the microphone button, you can disable / enable the sound for the video. The microphone is crossed out when disabled.

Attention: in video mode, it is impossible to enable or disable the microphone after the recording has started, it is necessary to click the button before starting the recording.

Front / rear camera

The camera reversal button (if available on your camera) allows you to film or take a picture with the front camera (selfie). Press the camera reversal button to switch to back camera mode.

Taking videos / photos

Once you have selected your options, press the red button to start the video, or take a picture if you are in picture mode. Click on the same red button to end your video.

"Picture Saved" or "Video Saved" notifications are displayed respectively.

Click on the icon with an "X" at the top right to view them.

Media editing#

You have the option to add, edit, or delete media.

When you leave the camera mode by clicking on the icon with an "X," you enter the "Media" mode where you can see the photos / videos you have taken.

Clicking on an image or video opens the edit menu.

Private / public

Here you can change the "Private" or "Public" mode of the image or video by clicking on the padlock.

Delete

You can also delete the selected photo or video.

Edit

You also have the possibility to edit your photos (but not the videos). By clicking on "Edit," you automatically switch to "Drawing" mode.

Here, you have four buttons to edit the photo using simple tools.

Once your changes are complete, click on the arrow at the top right to exit.

Confirmation is required: you can confirm by clicking on the "Save" button.

Tips for a good photo / video#

You can take several different videos. They will then launch into the customer view.

By default, dealerships are limited to 50 photos and 5 minutes per video with a maximum of 10 minutes of video.

The more photos and videos in your file, the more time it will take to sync your files. (when you are connected to the Internet)

Try to be clear, descriptive, brief, and concise when shooting your videos.

When presenting a defect on a vehicle, Fleetback advises you to shoot the video by starting with the license plate of the car concerned, in order to better identify it.

For best results, Fleetback recommends you always film or take snapshots in landscape mode.

Using the flash may hinder picture or video quality if you shoot metal parts that reflect light.

The overall visual and sound quality of your media depends entirely on the technical equipment of your mobile device.

We recommend you view your media several times to make sure they meet your requirements.

History / interventions#

Search in history#

In the "Interventions" menu, you can access the history of the interventions created within your dealership.

They are sorted by creation date, from the most recent to the oldest.

The intervention category is indicated by five different icons corresponding to the module: mechanics, bodywork, or warranty for After-Sales and UC stock or direct message for Sales.

You can search for an intervention via keywords appearing in the intervention fields. (e.g., chassis, license plate, last name, first name, phone number, etc.). You can also search for an intervention by scanning a file identifier.

When you have found the desired intervention, its summary will be displayed by clicking on it.

You can edit, duplicate, or share it.

More details are found in the next steps.

Editing a file#

While consulting the summary of the intervention sought in the history, click on the "edit" icon (the square with a pencil). This option is only available if the intervention has a "pending" status.

You can then edit it the same way as when you created an intervention. All the information in the file will be pre-entered, just replace it as desired.

Duplicating a file#

While consulting the summary of the intervention sought in the history, click on the "duplicate" icon (the two interlocking squares).

A new intervention opens based on the selected intervention. You can edit it in the same way as when you created an intervention. All the information already completed in the file will be pre-entered, just edit it as desired.

Share a file#

While consulting the intervention summary from the history, click on the "Share" button that has an arrow coming out of a square.

You then have the option to share (via SMS, WhatsApp, Facebook, Messenger, or other applications) the intervention's link (the sheet that the customer receives) available for this intervention.

Attention: if the intervention has a "Pending" or "Sent" status, you only need to share this link with the final customer, who will be able to respond to requests from the salesperson in the context of a "Sales" intervention or to accept additional work as part of an "After-Sales" type intervention.

If the intervention has the "Answered" status, you can then share the link with the final customer or third parties because the option to answer / accept tasks will already be blocked.

Attention: using this mode will send the message via an external app (not through Fleetback) The file will be sent with your personal contact information.

Web App (desktop)#

Quick Start#

Configure the app online#

Open your preferred Internet browser (Chrome, Safari, Internet Explorer, etc.)

Enter the URL: https://www.fleetback.com/login

In order to facilitate access, we advise you to save this address in your favorites or to create a shortcut on your desktop.

Enter your username and password.

If you select "Remember Me," your login credentials will remain saved even after the browser is stopped and restarted. (This is not recommended if you are using a shared workstation)

Next, click the "Sign in" button to access your online Fleetback interface.

If you have forgotten your login credentials, contact your dealership's administrator or click on the "Forgot your password?" button.

More information can be found in: FAQ> I forgot my password

Presentation of the menus#

The blue bar#

Mode (sales / after-sales)

You can consult the intervention history of the "After Sales" or "Sales" mode by clicking on the buttons with the same name at the top left of the blue menu bar.

By default, "After-Sales" interventions appear on the screen when you connect to the online Fleetback interface.

Audits (only for those who have Fleetback Oditoo)

If your dealership has a Fleetback Oditoo license, you can also check the audit history by clicking the "Oditoo" button at the top left of the blue menu bar.

Customers

The "Customers" button serves to access the CRM menu. Here you will find the contact information and the history of your Fleetback customers.

You can:

Search for a particular client's intervention history

To do this, enter their name, email, or phone number in the search bar available in the "Find a customer" tab. Then click on the magnifying glass or hit the "Enter" key on your keyboard.

In the "Interventions" tab, you can consult the intervention history related to the customer.

Click on the line corresponding to the relevant customer.

Edit and/or complete the contact details of your customers

Select the desired fields (communication language, title, last name, first name, email, and phone number) and edit them.

Change your customers' communication preferences

In accordance with EU Regulation 2016/679 (GDPR), you can block the sending of SMSs and/or emails to customers who have expressed this desire, by checking the corresponding boxes. This will automatically disable these options in future interventions created for these customers.

Export and/or delete your customers' personal data

You can export all saved customer data by downloading a file in the required legal format (.jso).

Click on the "delete" button to delete the customer's personal data stored in the entire Fleetback interface.

By deleting the personal information, any intervention concerning the customer will be anonymized. (replaced by Xs)

Statistics (only for the "administrator" profile)

The dealership administrator has access to the "Statistics" menu where he/she will be able to consult numerous statistics related to the use of Fleetback.

More details can be found in Web App> Management> Statistics

Configuration (only for the "administrator" profile)

The dealership administrator has access to the "Configuration" menu in which he/she can consult and edit information about the dealership (e.g., the official website, address, etc.) as well as add new users and mobile devices or create and edit checklists.

More details can be found in Web App> Management> Configuration

Language

The "Language" menu lets you select the desired language of use from the many languages ​​available for Fleetback

Profile

By clicking on your name, to the right of the language, you will access the "Profile" menu, which lets you modify your personal information such as your phone number, your password, and your photo.

Sign out

Click the "Sign out" button to sign out.

Help

Click the "Help" button with the question mark symbol to access the contact information for technical support. You can also access this User Guide.

The white bar#

The search bar, like a typical search engine, lets you search for an intervention via a keyword (e.g.: RO number, license plate, phone number, etc.) within the available Fleetback intervention history.

Dealership filter (if access)

If you use Fleetback in a group of multiple dealerships, you have the option of filtering the interventions by dealerships by selecting the desired one from the drop-down menu to the right of the search bar.

This menu is only available to group managers who have access to multiple dealerships.

Filter by module

You can also filter the display of Fleetback interventions by module via the corresponding icons.

In "After-Sales" mode, the three available modules are (from left to right) "Bodywork," "Warranty," and "Mechanics."

In the "Sales" mode, the two filters displayed from left to right are "Direct message" and "UC Stock."

Filters

The interventions displayed on your dashboard can be filtered per:

You can select multiple filters and multiple fields inside a filter.

The number next to the "filters" button indicates how many filters are applied.

The filters you select will be saved and applied during your entire session (until you log out from Fleetback.com) even if you change mode (sales/aftersales) or refresh your results.

You can check different options:

Create a new intervention

To the right of the white menu bar, the "+ New intervention" button lets you create a new Fleetback intervention.

Results / dashboard#

Orange squares / Date: the interventions corresponding to your filters will be sorted by date

In the search results, orange squares indicate the date of the interventions displayed. Fleetback interventions are displayed from the most recent (at the top of the page) to the oldest (at the bottom of the page).

White squares / interventions: the interventions corresponding to your filters and the date

The white squares each represent an intervention, corresponding to your potential filters and to the date indicated in the corresponding orange square.

After-Sales#

Create / edit an intervention (mechanics / bodywork / warranty)#

Create a New Intervention#

Click on "new intervention" at the top right of the white bar

Fill in the fields:

Dealership (if access has been granted)

If you're using Fleetback in a group of multiple dealerships, select yours from the drop-down list.

Brand (required)

Select the vehicle's brand, or by default, the main brand of the dealership from the drop-down list.

Module (required)

Select one of the three modules in After-Sales:

Reference (required)

Next, enter an identification number for the file (e.g.: RO number, license plate, or customer name).

Or edit an intervention#

You can only edit an existing intervention if it has the status "Waiting to be sent."

File status

The file status is displayed in the changing color bar

It will appear respectively as red, light blue, dark blue, or gray depending on the status:

History

To the right of this colored bar is the intervention's history - that is, the users who created, edited, or sent it, the customer's actions, and the date and time of the actions. The most recent action is displayed at the top of the list.

Vehicle information

In addition, for logistical and monitoring purposes, as well as for qualitative purposes, we recommend that you complete all of the intervention's fields.

Media

The media related to the intervention are displayed in the "Media" box.

You can:

More details on media options can be found in the dedicated section: Web App> Media

Contact information

Contact information is used to identify and contact the customer. You can also use it to find the file.

Before sending an intervention, make sure to enter all the required fields:

Message

A default message will be displayed depending on the intervention mode (sales / after-sales). You can complete or edit it in the "Message" box.

Work to be done

Here, it is possible to add an expected response time range, in order to notify the customer that if he/she responds to the proposed work before the specified time, his/her vehicle can be delivered to him/her on the originally scheduled dates and times.

Work completed

You can enter the work that has already been done on the vehicle.

Attach a document

It is possible to add a quote, a description sheet, or any other document in the "Quotes and other attached files" box. To do this, click on the button "Quotes and other attached files" and choose the file of your choice. Popular file formats (such as PDF, Excel, Word, JPG, etc.) are supported.

Works list (checklist)

In the "Works List" box, you will view the works that have been recommended to the customer. They have been selected by the upstream technician or they will need to be selected if the intervention has just been created.

If the proposed checklist does not contain the desired work items, click the "Add a work to be performed" button at the bottom of the works list. You can then enter a brief description of the work to be done.

To the left of the price, the drop-down menu displays the urgency level of the recommended work. "OK" means that the work is not to be performed, "Offered without charge" means that the work has been done but it will not be billed. The other available levels are "Advised" and "Urgent."

You can then price these works, directly with VAT included, or Excluding Tax. You can also add a discount amount or percentage.

Attention: it is strongly recommended that you add the price, otherwise the customer cannot accept the work and demand it be performed free of charge.

File options (available only when the required fields have been completed)
Save

Once the required fields are filled in (title and last name), click on "Save" at the top of the page.

Send

Once the file has been saved, the "Send" button is displayed. By clicking on it, you have the option to "Share the link" of the customer sheet (via WhatsApp, Messenger, or other applications), to send the intervention "By email," "By SMS," or "By email and SMS," using the customer's contact information that you have entered.

Import

The "Import" button offers you the options to "Link audits to the intervention" or "Import a T-Scan report."

Audit (this feature requires a Fleetback Oditoo license).

An audit with the same identifier as your Fleetback intervention will be automatically searched for and offered if available.

Otherwise, you can search for an audit by entering its identification number in the search bar. Once you have found the desired Audit, click on "Confirm." The additional work items identified during the Audit will then automatically be added to the list of works of your intervention.

T-scan (this function requires a T-Scan license.)

If your dealership uses the T-Scan system, you can import a report by clicking on "Import T-Scan Report." Search for your report by entering a vehicle registration number and/or VIN number.

Preview (only when the required fields are entered)

The "Preview" button lets you preview the "customer sheet" that will be sent to the customer to ensure that it meets your expectations. (and otherwise edit it).

Duplicate

The "Duplicate" button lets you use the information of an existing intervention to create a new similar one. You must then enter a new reference and choose the brand and the type of intervention.

For example, you can create a "Bodywork" intervention from a "Mechanics" intervention.

Accept manually

When the customer has accepted or refused the work through a telephone conversation, the "Accept manually" button lets you enter this agreement or refusal in the corresponding Fleetback intervention.

Select the proposed works and check "Accepted" if they have been accepted or leave the box blank if the customer has declined them. Under the latter, select the origin of the customer approval.

You can then confirm the work and notify the customer by email, SMS, or both. It is possible not to notify the customer of the status of the file.

Print

The "Print" button lets you print the complete summary of the intervention.

Back

The "Back" button will take you to the previous screen, namely, the intervention history page.

Close / delete

If you no longer want to display an intervention in your dashboard / results, click on the "Close" button. The intervention will then only be visible if you select the filter "show closed interventions." Once an intervention is closed, the "Delete" button appears and you have the option to delete it.

Attention: deleting a Fleetback intervention is irreversible.

Create / edit a work report#

This is a new intervention type in aftersales called « work report ». This feature needs to be enabled by your "dealer manager".

Works done#

In your aftersales interventions, you can list the works done on the car as well as their price and urgency level.

They will be automatically generated based on the accepted works by the customer. You can also add some manually.

You can import multiple « answered » interventions (manually or automatically)

Your customer will have a complete view and written report of all the works done on his car.

Works to plan#

In your aftersales interventions, the works refused by the customer will be listed in the « works to plan » according to their urgency level.

You can add a deadline in terms of date (mandatory) or kilometers.

This will enable to send automatic reminders* to your customers in order to remind them of the works they need to schedule and their deadline.

When receiving a work report, the customer can ask to be contacted or take an appointment on your dealership’s website.

Managing reminders#

Reminders in Fleetback allow you to easily keep track of planned works for your customers. They can be automatically generated from work reports and sent interventions or manually created, and are fully customizable to your dealership needs. Sending a reminder message to the customer can also be automatized or manually done.

Configuration#

To use reminders in your dealership, your dealer manager first needs to activate it.

Reminders interface#

Access to the reminders interface is made via the after-sales menu > reminders:

Reminder list is displayed. It is possible to filter reminders by date using the option in the top of the page. It is also possible to change displayed order by using arrows next to the column’s title.

Every reminder displays the following information:

You can extend a reminder’s view to display additional information such as data regarding customer, linked interventions and works details.

The button “Edit” allows to access to reminder’s data and to modify it. Please remember that it is not possible to modify a reminder if the message was read by the client (“Status” = read).

The information button, available until the reminder was read by the customer, allows you 3 different actions:

Create a reminder#

In addition to the automated generation from work reports and interventions, it is also possible to manually create reminders. To do so, it is mandatory to fill out the customer related to the reminder, the send date, the car brand and a reference for the file.

The reminder is created with client data automatically filled. Like with an intervention, you can add media and attachments that will be sent with the reminder message.

The last step is to add planned works to the reminder. For every work filled, you can provide the severity and a price.

You can also generate this works list by importing an audit or a T-scan report.

Send a reminder#

If the option is activated, a reminder will be automatically sent when the send date will be reached. It is also possible to send the reminder manually.

The message received by the customer contains planned works from the reminder. 3 actions are available:

Once this option is chosen, it is not possible for the customer to change selected works. However, he can still indicate that he wants to be called back (a message is displayed in the reminder’s interface).

Like the option to make an appointment, the customer cannot change his choice after this action. He can however indicate that he wants to be called back (a message is displayed in the reminder’s interface).

In this status, a dealership employee can manually approve works to do after reaching the customer. The reminder’s status is set to “Answered” after that.

Sales#

Create / edit a "direct message" intervention#

Create a New Intervention#

Click on "new intervention" at the top right of the white bar.

Fill in the fields:

Dealership (if access)

If you're using Fleetback in a group of multiple dealerships, select yours from the drop-down list.

Brand (required)

Select the vehicle's brand, or by default, the main brand of the dealership from the drop-down list.

Module (required)

When you use the Fleetback App in the "Sales" mode, you can access two modules once a new intervention is created. For a direct message intervention, select "direct message"

Reference / identification (required)

Next, enter an identification number for the file (e.g.: license plate or customer name).

Or edit an intervention#

You can only edit an existing intervention if it has the status "Waiting to be sent."

File status

The file status is displayed in the changing color bar.

It will appear respectively as red, light blue, dark blue, or gray depending on the status:

History

To the right of this colored bar is the intervention's history - that is, the users who created, edited, or sent it, the customer's actions, and the date and time of the actions. The most recent action is displayed at the top of the list.

Vehicle information

In addition, for logistical and monitoring purposes, as well as for qualitative purposes, we recommend that you complete all of the intervention's fields.

Media

The media related to the intervention are displayed in the "Media" box.

You can:

More details on media options can be found in the dedicated section: Web App> Media

Contact information

Contact information is used to identify and contact the customer. You can also use it to find the file.

Before sending an intervention, make sure to enter all the required fields:

Message

A default message will be displayed depending on the intervention mode (sales / after-sales). You can complete or edit it in the "Message" box.

Attach a document

It is possible to add a price offer, a brochure, a description sheet, or any other document in the "Quotes and other attached files" box. To do this, click on the button "Quotes and other attached files" and choose the desired file. Popular file formats (such as PDF, Excel, Word, JPG, etc.) are supported.

File options (available only when the required fields have been completed)
Save

Once the required fields are filled in (title and last name), click on "Save" at the top of the page.

Send

Once the file has been saved, the "Send" button is displayed. By clicking on it, you have the option to "Share the link" of the customer sheet (via WhatsApp, Messenger, or other applications), to send the intervention "By email," "By SMS," or "By email and SMS," using the customer's contact information that you have entered.

Preview (only when the required fields are entered)

The "Preview" button lets you preview the "customer sheet" that will be sent to the customer to make sure that it meets your expectations or to edit it otherwise.

Duplicate

The "Duplicate" button lets you use the information of an existing intervention to create a new similar one. You must then enter a new reference and choose the brand and the type of intervention.

For example, you can create a "Message Direct" intervention from a "UC Stock" intervention.

This feature lets you, for example, not to use videos or photos of a same car that you want to advertise to different customers.

Print

The "Print" button lets you print the complete summary of the intervention.

Back

The "Back" button will take you to the previous screen, namely, the intervention history page.

Close / delete

If you no longer want to display an intervention in your dashboard / results, click on the "Close" button. The intervention will then only be visible if you select the filter "show closed interventions." Once an intervention is closed, the "Delete" button appears and you have the option to delete it.

Attention: deleting a Fleetback intervention is irreversible.

Create / edit a "UC Stock" intervention#

Create a New Intervention#

Click on "new intervention" at the top right of the white bar.

Fill in the fields:

Dealership (if access)

If you're using Fleetback in a group of multiple dealerships, select yours from the drop-down list.

Brand (required)

Select the vehicle's brand, or by default, the main brand of the dealership from the drop-down list.

Module (required)

When you use the Fleetback App in the "Sales" mode, you can access two modules once a new intervention is created. In the case of a UC Stock intervention, select "UC Stock"

Reference / identification (required)

Next, enter an identification number for the file (e.g.: license plate or customer name).

Or edit an intervention#

You can only edit an existing intervention if it has the status "Waiting to be sent."

File status

The file status is displayed in the changing color bar.

It will appear respectively as red, light blue, dark blue, or gray depending on the status:

History

To the right of this colored bar is the intervention's history - that is, the users who created, edited, or sent it, the customer's actions, and the date and time of the actions. The most recent action is displayed at the top of the list.

Vehicle information

In addition, for logistical and monitoring purposes, as well as for qualitative purposes, we recommend that you complete all of the intervention's fields.

Media

The media related to the intervention are displayed in the "Media" box.

You can:

More details on media options can be found in the dedicated section: Web App> Media

Contact information

Contact information is used to identify and contact the customer. You can also use it to find the file.

Before sending an intervention, make sure to enter all the required fields:

Message

A default message will be displayed depending on the intervention mode (sales / after-sales). You can complete or edit it in the "Message" box.

Attach a document

It is possible to add a price offer, a brochure, a description sheet, or any other document in the "Quotes and other attached files" box. To do this, click on the button "Quotes and other attached files" and choose the desired file. Popular file formats (such as PDF, Excel, Word, JPG, etc.) are supported.

File options (available only when the required fields have been completed)
Save

Once the required fields are filled in (title and last name), click on "Save" at the top of the page.

Send as message

This lets you duplicate the file converting it into a "direct message" intervention that can be sent to the client.

Send

Once the file has been saved, the "Send" button is displayed. By clicking on it, you have the option to "Share the link" of the customer sheet (via WhatsApp, Messenger, or other applications), to send the intervention "By email," "By SMS," or "By email and SMS," using the customer's contact information that you have entered.

Preview (only when the required fields are entered)

The "Preview" button lets you preview the final visual aspect that is intended for the customer to ensure that your intervention meets your expectations and to edit it otherwise.

Duplicate

The "Duplicate" button lets you use the information of an existing intervention to create a new similar one. You must then enter a new reference and choose the brand and the type of intervention.

For example, you can create a "Message Direct" intervention from a "UC Stock" intervention.

This feature lets you, for example, not to use videos or photos of a same car that you want to advertise to different customers.

Print

The "Print" button lets you print the complete summary of the intervention.

Back

The "Back" button will take you to the previous screen, namely, the intervention history page.

Close / delete

If you no longer want to display an intervention in your dashboard / results, click on the "Close" button. The intervention will then only be visible if you select the filter "show closed interventions." Once an intervention is closed, the "Delete" button appears and you have the option to delete it.

Attention: deleting a Fleetback intervention is irreversible.

Management#

Configuration (only for the dealer manager profile)#

The dealership administrator has access to the "Configuration" menu, at the top right of the blue bar, in which he/she can consult and edit information about the dealership (e.g., the official website, address, etc.) as well as add new users and mobile devices or create and edit checklists.

General: dealership information and modules#

In the configuration menu, click on "General."

Default / General

The dealership's basic information and contact details are displayed here, such as the country, the default customer language, the dealership address and website, and so on.

The respective fields are all editable. After each change, make sure you click the "Save" button at the top of the page.

If you are using Fleetback within a group with multiple dealerships, under general information, the "Statistics" box lets you share your dealership's statistics with the Group. You can check the box "Share my dealership's statistics with the Group" or leave it unchecked.

Brands

The previously described features are also available for each specific brand, if your dealership is a multi-brand one.

For example, you can indicate a specif website for each of two different brands. You can also share only the statistics of one brand without sharing those linked to another brand.

To access and edit the information for a particular brand, select it under "Contact Information."

The "After-Sales" module

Under the "Dealership Configuration" menu, select the "After-Sales" tab to change the Fleetback usage settings for the "After-Sales" mode.

Under the "Notifications" menu, you can set the desired notification settings.

You can also enter "Emails for events in the after-sales mode." Emails entered here will receive notification emails for all after-sales interventions created in the dealership.

You can also authorize the direct sending of an intervention from a mobile device, by checking the respective box, or define the default checklists that will be proposed when creating an "After-Sales" intervention, for each of your dealership's brands.

Managing reminders

Reminders in Fleetback allow you to easily keep track of planned works for your customers. They can be automatically generated from work reports and sent interventions or manually created, and are fully customizable to your dealership needs. Sending a reminder message to the customer can also be automatized or manually done.

4 options are available to configure the reminders:

"Sales" module

Under the "Dealership configuration" menu, select the "Sales" tab to change the Fleetback usage settings for the "Sales" mode.

Here you can authorize the direct sending of an intervention from a mobile device, checking the respective box, or decide to notify or not the salesperson when events occur regarding their interventions.

You can configure the acess to the exporting photo tool on Planet VO. Fill out the mandatory fields. You can ask for the necessary elements to your dealer manager or your Planet VO contact.

Templates

In order to personalize your communication even more and adapt them throughout time, you can now create and edit your own templates.

You can edit the banner, add a text and add a commercial image (like your current campaign.)

You can create multiple templates and customize them in every language

This can be done for every brand and module you have in the "general" configuration (dealer manager role only).

Select the brand and module you want to create a template for and click on "customize". You'll automatically be in preview mode. Click on "edit" on the bottom right corner. Customize your template and click on "preview". Once you're satisfied, "save" your template and name it.

If you manage a group of several dealerships you can create templates that will apply to all the dealerships of your group. In order to do this, you'll need the "group manager" role, Please contact us if you're interested.

Predefined messages

In the same way that you can customize your "work checklist", you can now create a list of predefined messages adapted for every type of situation.

You can create a list of messages for every type of intervention you send to your customers. This will help you save time and personalize your message in just a click.

Go to the "general" configuration, select the "predefined message tab", select a language, name the message and type the message.

You can add translations in all languages available on Fleetback for each predefined message and create an unlimited number of messages.

You can preview the message to see what your customers will receive.

Once you're in an intervention, all you have to do is click on the drop down in the message section and select the predefined message that corresponds to your intervention.

If you change the customer's language, the predefined message will adapt (if the translation has been configured for that message). You can then edit the message if needed.

Checklist#

In the configuration menu, click on "Checklist" to edit the (default) lists of works to propose.

Select the checklist to view, based on the brand or a custom list.

The "default manufacturer" lists can be consulted but they cannot be modified directly. However, you can duplicate them.

To do this, enter the desired name at the top right of the white bar and click on "Duplicate." A fully editable checklist is created with the specified name.

You can add lines by clicking on "Create a control" at the bottom of the page or even add a category by clicking on the button with this name.

The buttons "Save," "Cancel," "Back," and "Delete" let you carry out the corresponding actions.

Translations are optional, complete the checklist in the language(s) you will use with your customers.

Managing users#

Adding a user
Editing a user
User roles and rights

The various user roles and respective user rights are as follows:

Dealer Manager
Back Office
Salesperson
Technician
Auditor
Audit Manager

Adding a device#

In the configuration menu, click on "Devices" to link a device.

Here you can also view the list of mobile devices already linked to the dealership. If you are using Fleetback in a group with multiple dealerships, be sure to select the desired dealership.

Select the "Add Device" button to link a device. By default, the device will be created to be used by the Fleetback App. -If you want to use Fleetback Oditoo, select it.

Then name your device without inserting spaces between characters.

A QR code will be generated and displayed on the screen. It is this QR code that must be scanned at the very first launch of the Fleetback application on the mobile device.

Statistics#

The dealership administrator has access to the "Statistics" menu where he/she will be able to consult numerous statistics related to the use of Fleetback.

Filters#

Period

You can filter the statistics by a custom or predefined period.

Amount

If you have access to the statistics of several dealerships, you can also filter by amount. Click the amount based on which you want to rank the statistics. For example, "Average shopping cart." You can also click on the corresponding arrows to sort in ascending or descending order.

General

By clicking on the name of a particular dealership, you will access its detailed statistics. These can be filtered according to the following filters:

Predefined period

"WTD" means "week-to-date": from Monday to today and "YTD" means "year-to-date", that is, from January 1st of the current year to today.

Mode ("All," "After-Sales," or "Sales")

You can filter the results by mode of intervention (sales / after-sales) or without any filters (all)

Status

Based on the status of the intervention ("Waiting to be sent," "Sent," "Read," "Answered," "Closed").

Top contributors

Here you can classify the interventions based on the user who did them.

Media

Here you can classify the interventions based on the number of media they contain.

Revenues

Only with the "after-sales" filter

Replies

Only with the "sales" filter

Online payment#

In order to ease your payments for the intervention made by your dealership, it is possible to activate the online payment option. Once configured, it allows you to offer to your clients the option to pay online when they receive Fleetback interventions (bodywork, guarantee and mechanic) and work reports.

Initial setup#

Online payment is managed by an external partner, Stripe ( https://stripe.com/ ). They oversee the transaction with the client and send the payments to your bank account. A dashboard is also available to follow-up transactions.

During the activation of the online payment, two fields are mandatory: the private / public Stripe’s keys. These keys are used to connect payments made by your clients to your Stripe account.

If you already have a Stripe account, you can find these two keys in your dashboard, under Developers > Api keys. You just have to copy paste them into the corresponding fields in Fleetback.

If you don’t already have a Stripe account, we will create it and link it to Fleetback for you. Just send us an email telling that you are interested by the online payment and we will call you back.

It may be pointed out that Stripe takes a commission on payments made (1.4% + 0.25€ per transaction).

Interface#

Once the online payment is activated and configured, it will be automatically proposed to your customers.

Interventions

In an intervention, you have the possibility to add a list of works done and works to complete. When you send the intervention to the client, he validates the works from the list. Once this selection is complete, he can decide to pay online or at the dealership.

To complete the payment, he only has to enter his credit card information.

Once the payment is done, a banner will indicate so. He can also download the bill related to the payment.

In Fleetback, the online payment is also indicated. A banner is added at the top of the intervention and a tag is put next to every work accepted by the client.

Work report

The online payment option is also available for work reports. When your client receives the report he can, like for an intervention, decide if he wants to pay online or at the dealership.

Please notice that if you import interventions in your work report, works already payed have a price set to 0€.

Like for interventions, the customer can download the bill related to the transaction. In Fleetback, a banner also indicates the transaction and tags are put next to payed works.

Payments follow-up#

You can follow transactions from the Stripe dashboard, using the payments tab ( https://dashboard.stripe.com/payments ).

Each row corresponds to an online payment made by a client. The description field corresponds to the billing number, collected by Fleetback through your DMS. You can click on a transaction to get more details about it.

For further details about displayed information and available features in Stripe, you can consult the official documentation ( https://stripe.com/docs/dashboard ).

Payout#

The online transactions made are sent to your Stripe account and not directly into your bank account. By default, if we have set up your account, a transfer is made every day from your Strip account to your bank account. This daily transfer will regroup transactions made during the day.

You can follow your payouts under the tab Balance > Payout in your Stripe dashboard.

Media#

When you create or edit an intervention, you have several media options:

Importing / exporting media#

You can add new media stored on your computer by importing them (the "Drag & drop your media here" button).

You can export all the media related to an intervention by clicking on the "download all" button and selecting the desired format.

You can export a single media item by clicking on the "Download" button, which has a downward pointing arrow and is located at the bottom of the media frame.

You can also rearrange the display order of your media by clicking reorder. You can then change the order by clicking on the arrows which will move your photo / video.