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Latest Updates:

5/1/2018 – New Dashboard & System Improvements
– New & improved active customers dashboard
– Performance enhancements
– Technician priority
– View status history of current active statuses
– Enhanced Protractor integration, no delay in customer transfer
– Ability for service advisors to access parts list
– Added easy export & import functionality to DVI sheets setup

4/18/2018 – System Improvements
– Fixed issue where new iPhone X video encoding would prevent customer from viewing videos
– Removed first name field requirement from new customer add page

Browser Support: has been tested and is supported in the following browsers:

Google Chrome
Microsoft Edge

Support FAQ

What happens if I enter a phone number of an existing customer and the program tries to add them as a new customer?

Use the Search Customers feature to look them up by their last name or phone number. Sometimes, a hurried user will enter a wrong number. Always enter a phone number into the existing customer field. A function of the system is to check whether a customer exists in the system or not. If they don’t already exist, the user will need to enter the new customer information.

How do I add a new administrator?

Sign on as the main administrator. Click on the button in the type right hand corner, this will display a drop down menu. Select “Add New Administrators”. Fill in the web form. Make sure you use a valid email address for the new administrator. Once you click the “Create” button the new administrator will receive an email with a link to activate their account. To see if their account is active go to the “Manage Administrators” link from the drop down menu.

What do the text button and email buttons mean next to a customer's name on the Active Customers page?

The text button notifies the user that this customer is receiving text messages. Likewise, the email button indicates that this customer is receiving e-mail messages. It is best to make sure that a customer is receiving notifications, so keep these as up-to-date as possible. This will help to heighten the customer experience.

What does it mean when the buttons turn orange or red on the Active Customers page?

The red buttons indicate that the “Estimated Time” has run out or that the scheduled appointment is past due. If the buttons are orange, it means that the user still has a little time left in the “Estimated Time.” These are visual indicators to remind the user, the service writer, that the reasons for the delay need to be addressed.

What does it mean when the text button turns orange?

This indicates that a customer has replied with a text message. The user can click on the text button to read the conversation. The text will recount the conversation between the and the customer.

Why don’t you keep track of e-mail conversations?

Since you are able to designate a valid customer service e-mail to which the customer can respond, the user does not need to keep track of these conversations. Make sure that you provide an e-mail account which the user or supervisor has access to when setting up for your place of business.

What does "Select Time Display" mean on the Message Setup page

There are three selections to choose from: Open, Count Down and Count Up. These are only for internal tracking purposes. Open means you don’t want to track the time on that status. Count Down means that an hour and minute field will display on the Active Customers page for you to choose a designated amount of time for that status to finish in. The customer will not see this time, nor will they receive it in their text message. Count Up will start a timer that will count up from 0 hrs and 0 mins. This time is not sent to the customer.

What does "Send Text/Email Update" mean on the Message Setup page

You can choose to create a status that allows a customer to get an update, and you can choose to create a status that a customer will not receive an update. If you choose not to send an update on a status, that status just becomes a place holder in your workflow.

Training Videos Overview

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Service Writers

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