Using Autoline: Practical

Guide – CRM (Customer

Relation Management)
Updated 30 May 2020
About DMS: Dealer Management System
• Autoline is one of the world’s most common DMS: Dealer
Management System

• Many brands use Autoline system all over the world, and many
functions are built into the system

• Autoline is provided by CDK Global, which TTAS’ contact office located

in Singapore
Things that can be Achieved in Autoline
• CRM: function to maintain customer information continuously
• Latest information will be updated in the system New car customer start
considering vehicle replacement
Let’s do a campaign targeting
new car customer with mileage
after mileage of 100,000km … over 100,000km and …

• All staff can refer to customer records

We introduced a full
model change VIOS.
We see your car have
mileage of 100,000km,
Yes, I will visit your
Thank you for your but would you like to
showroom to see
I want to buy a VIOS inquiry. Let me have your consider changing?
information - Check customer record
(find potential customer) Sales Staff Customer
- Check customer record -
Customer Sales Staff Update lead info
- Input customer information etc.

Thank you for coming

Autoline It’s 4 months since last Thank you, then I will
back for service. service. We recommend come next Monday for
Please service my car
We will do PM for your you for next servicing Periodical Maintenance
car.

Customer SA / Tech CR Staff Customer

- Find customer information
- Check customer record - Maintenance invitation etc.
- Update customer information etc.
 Data Structure: CRM – Individual Customer
(Sales)
Process 1: Incoming Inquiry / Events Process 2: Car Sold to Customer

Company
Stores info of Company
(type of business, location,
people in the company,
establish date etc.)

Customer Mr. A Mr. A

Stores info of Customers
(Contact No., email address,
gender, contact history, etc.)

Vehicles Vios
9P-9999
Stores info of cars
(Chassis no., service history,
N/Used car etc.)
 Data Structure: CRM - Company
Example: Company
SMRT
Company Toyotsu
Stores info of Company
(type of business, location,
people in the company,
establish date etc.)

Sales Title: Mgr. Aftersales Title: Mgr. Title: GM

Customer Phyulay Khun Ye Alan

Stores info of Customers
(Contact No., email address,
Sales Aftersales
gender, contact history, etc.)

Vios Majesty Camry

Vehicles 9P-9999 6M-6666 7L-7777
Stores info of cars
(Chassis no., service history,
N/Used car etc.)
 Data Structure: CRM – Broker
Example: Broker
Process 1: Delivery to Broker Process 2: Broker Sell to End User

Company U Jorny U Jorny

Stores info of Company
(type of business, location,
people in the company,
establish date etc.)

Title: Company Owner Title: Company Owner Title: End User Title: End User

U Aung U Min Lwin U Min Lwin Mr. B

Customer Ko Myint (End Customer)
U Jorny (End Customer) (End Customer)

Stores info of Customers

(Contact No., email address,
gender, contact history, etc.)

Vios Mark X Camry Vios Mark X Camry

Vehicles 9P-9999 6M-6666 7L-7777 9P-9999 6M-6666 7L-7777
Stores info of cars
(Chassis no., service history,
N/Used car etc.) Stock unsold to Stock sold to
end user end user
 CRM System Customer Information
(Address, Business, whatsoever)
Vehicle Information
(Chassis No., Mileage, service history etc.)

Link: targt MAGIC Link: targt MAGIC

Compy (1) -> targt (n) Targt (1) -> vehic (n)
Target (n) -> compy (1) vehic(1) -> targt (1~3)
MK.compy MK.targt MK.vehic
(Company Table) (Customer Table) (Vehicle Table)

Link: targt MAGIC Link: vehic MAGIC

Company Information targt (1) -> extra (1) vehic (1) -> histy (n)
(Address, PIC, Type of Business, etc.) extra (1) -> targt (1) histy (n) -> vehic (1)

MK.extra Customer Details MK.histy

(Extra Customer Info) (Service History)
(Enquiry – up to 1
unit only, hobby,
salary, trade-in
Link: targt MAGIC
etc.)
targt (1) -> extra (n)
extra (n) -> targt (1)

MK.conta Contact History

(Contact History Records)
(When contacted, Contact mode, contact
content, next follow-up, etc.)
How to use Autoline CRM (in General)
 How to Access CRM Module
Autoline Top Menu My Desktop Main Screen of CRM System
-> CRM
-> TTAS Co
CRM: My DesktopFind Record: find record of Company / Customer / Vehicle

CRM Menu
 CRM Search Can find the companies and customers which include the word
“Marubeni”
Word Search Result of “Marubeni”

No vehicles are found under word search “Marubeni” because any of

the vehicle info does not contain the word “Marubeni”

By selecting one of the search results, can see the details of customer
information in brief

While selecting one of the entry, can select whether to open details by
“Load”.
Can also “Create” a new company / Customer / Vehicle if no record exist.
 CRM: Company Record
Button to enter “Edit
Mode” and edit company
data. Need to “Save” or
“Close” to exit edit mode Can move to other tabs
which contain info of this
company record

Button to enter “Notes”.

Can put any other
additional info to enter

Customer records whom

are related to this
customer.
Can move to the customer
record by clicking.
 CRM: Customer Record
Button to enter “Edit
Mode” and edit company
data. Need to “Save” or
“Close” to exit edit mode Can move to other tabs
which contain info of this
Button to enter “Notes”. customer record
Can put any other
additional info to enter Contact history with
customer (if contact
management is used)
Button to enter “Additional
Details”. Can find fields to
input additional records List of vehicles linked with
this customer
Customer Activity: updated
if an quotation invoices are Case File: Shows warnings
issued to customer from on customer information
Autoline system
How to use Autoline CRM (for Individual
Customers)
Guide for Handling Corporate Customers
 Data Structure: CRM - Company
Example: Company
SMRT
Company Toyotsu
Stores info of Company
(type of business, location,
people in the company,
establish date etc.)

Sales Title: Mgr. Aftersales Title: Mgr. Title: GM

Customer Phyulay Khun Ye Alan

Stores info of Customers
(Contact No., email address,
Sales Aftersales
gender, contact history, etc.)

Vios Majesty Camry

Vehicles 9P-9999 6M-6666 7L-7777
Stores info of cars
(Chassis no., service history,
N/Used car etc.)
 Data Mapping of Items on Company Profile Sheets (Company Info)
Google Drive -> Sales -> Fleet Sales -> Customer Profile -> “Format_20200526”
https://docs.google.com/spreadsheets/d/1rJvHcFGvNs7OnUmZeFVxpwoERStTKWP3WVCnNvMgJSE/edit#gid=1482700846
Customer Information in Autoline Remarks
Company Name: Company -> Company -> Name
Business: Company -> Additional Details -> Type of Business
Code in Autoline: Unnecessary to input (automatically assigned)
Cars Owned Company -> Additional Details -> National Fleet No. Units owned regardless of Toyota / Non-Toyota
No. of Staff (Approx): Company -> Additional Notes (if necessary)
Annual Sales: Company -> Additional Notes (if necessary)
Necessary to link "Customer" to company in order to fill out
Contact PIC / Title: Company -> Additional Details -> Sales Contact Have PICs for Sales / Aftersales / Debtor (Payment)
Decision Maker / Title: Customer -> Additional Details -> Position
Company -> Company -> Phone Numbers
Contact Number: or
Customer -> Summary -> Communication
Type of Purchase: Company -> Company -> Status CIF / RSP Category
Company Company -> Additional Notes (if necessary)
Info Remarks: or
Company -> Company -> Misc
TTAS Contact PIC: Customer -> Additional Details -> Account Manager
Initial Contact with Customer: Company -> Company -> Source of Business
Background of Initial Contact Company -> Company -> Source of Business
Interested Vehicle: N/A (out of Autoline - Manage by Progress Management Sheet)
Car to be replaced: (to be linked by Customer - Vehicle Record)
Budget: N/A (out of Autoline - Manage by Progress Management Sheet)
Company Address: Company -> Company -> Address
Own workshop Company -> Additional Notes (if necessary)
No. Tech Company -> Additional Notes (if necessary)
Main repair Work Company -> Additional Notes (if necessary) (can also see from service history)
 Mandatory Item

Autoline Update from CRM Screen Non-Mandatory Item

Company -> Company

Referential Info

Remarks on company
Long comments acceptable
Info such like history, explanation on
relation with TTAS, number of
employees, Annual Sales Amount etc.
Company Full Name
(Official name registered under DICA)
Phone Number – Company Line

Company Full Address Website

(Official address registered under DICA) Priority of Website as below:
1. Company Homepage
2. Facebook Page
3. DICA Registration
Postcode if available
Remarks on company
(only for short comments)

Source of Business
(where customer information was obtained)
Status
(RSP Customer, CIF customer, etc.)

Customers linked under this Company

(updated under “Customer” screen)
 Mandatory Item

Autoline Update from CRM Screen Non-Mandatory Item

Company -> Additional Details

Referential Info

Remarks on company
Long comments acceptable
Info such like history, explanation on
relation with TTAS, number of
employees, etc.

PIC of TTAS
Short Name
PIC can set any short name
(Abbreviation, maximum 10 characters) Customer’s Business Type

Company Account Code within Autoline Registration Number

(If Finance & Accounting has created an (if found in DICA Myco)
Account Code as service customer etc.)
Remarks on company
(only for short comments)
PIC of Customer
(need to first link customer to company
from “Customer” menu) Country
Sales Contact: PIC for purchasing new Nationality of Organization
cars (if Joint Venture of multiple
Aftersales Contact: PIC for aftersales nationalities, the country which have the
Debtors Contact: PIC for payment largest influence)
arrangement
*All can be same person or different
person. Depend on customer. National Fleet Number: use as number
of vehicles under this company
 Autoline Update from CRM Screen
Company -> Additional Notes
Can access by clicking “Company Notes”
Can add long sentences etc.
 Data Mapping of Items on Company Profile Sheets (PIC Info)
Google Drive -> Sales -> Fleet Sales -> Customer Profile -> “Format_20200526”
https://docs.google.com/spreadsheets/d/1rJvHcFGvNs7OnUmZeFVxpwoERStTKWP3WVCnNvMgJSE/edit#gid=1482700846

Customer Information in Autoline Remarks

Name Customer -> Customer -> Surname (do not use field "First Name")

Address Customer -> Customer -> Address

Phone Number Customer -> Customer -> Phone Number Also indicate "Preferred contact number" if any

Email Customer -> Customer -> Email

Source of Business Customer -> Customer -> Source of Business

Main PIC
Info
Company (refer to "how to link customers to companies")

Job Title Customer -> Additional Details -> Job Title

Position Customer -> Additional Details -> Job Position

Customer -> Additional Details -> Type of
Type of Business Business

Gender Customer -> Additional Details -> Gender

Remarks Customer -> Additional Notes (if any)
 Mandatory Item

Autoline Update from CRM Screen Non-Mandatory Item

Customer -> Customer (for Fleets)

Referential Info

Remarks on Customer
Long comments acceptable
Info such like any interesting info,
Title: select appropriate title reason of sensitive customer, details
of position within the company, any
other informative comments.

Customer Full Name Phone Number – Customer contact number

(Do not separate to First Name / Surname) Update at lease 1 number

Customer email address

Salutation will automatically appear Remarks on company
(only for short comments)
Customer’s Address
(If PIC of company, the company address Preferred calling time (if any)
of customer)
Preferred contact number of customer
Postcode if available
Stop all mail
Tick if customer request not to send
Source of Business
marketing mails
(where customer information was obtained)

Tick if sensitive customer. If checked, write

reason why it is a sensitive customer under
Additional customer
 Mandatory Item

Autoline Update from CRM Screen Non-Mandatory Item

Customer -> Additional Details (for Fleets)

Referential Info

Remarks on Customer
Short Name Long comments acceptable
PIC can set any short name Info such like any interesting info,
(Abbreviation, maximum 10 characters) reason of sensitive customer, details
of position within the company, any
other informative comments.
Company of Customer – Mandatory
Field for Fleet PIC
(Need to create or find “Company Customer’s Gender
Record” within Autoline. Details on
later of this slide) Date of Birth (if available)
Input appropriate job title

Input appropriate position. If just a NRC/Passport No. if available

staff, select “OFF: Officer / Executive”

Type of Business should be same as it of

“Company” record

Link if anything specific. If not, just link

“C0000002 Service Retail Cash Sales”

Select Customer nationality TTAS’ PIC for customer

(can add more than 1)
 Autoline Update from CRM Screen
Customer -> Link to Company (for Fleets)
1. Click Edit 2. Click “Company” 3. Search and Load Company
OR
If company does not exist, create

4. Company is updated, and click “save” to keep changes

 Mandatory Item

Autoline Update from CRM Screen Non-Mandatory Item

Customer -> Associated Vehicles

Referential Info

Can view vehicles which are

liked with customers
 For Managers (Most Important for Managers)
• Responsibility of Managers: Check data quality on Daily Basis
• Report MK/UC1: Update Checking (Company
• Check recently updated company entry
Update From ~ To:
Report will show the companies
last edited within the “Update
From” and “Update To” period.

Date the Company record was

last edited. • Check whether allCompany Record
mandatory fields are updated
Mandatory Fields which should
be updated by each PIC

TTAS PIC whom edited the

record last
 For Managers (Most Important for Managers)
• Responsibility of Managers: Check data quality on Daily Basis
• Report MK/UC2: Update Checking (Customer
• Check recently updated customer entry
Update From ~ To:
Report will show the customers last
edited within the “Update From” and
“Update To” period.

Mandatory Fields to
Date the Customer record was Customer Records edited check whether
last edited. updated or not

• Check whether all mandatory fields are updated

TTAS PIC whom edited

the record last
How to Use Autoline