WebCOIN Migration Training

New WebCOIN System for ECCI

CHRYSLER GROUP LLCObjectives

By the end of this training, you will:

• Understand the ECCI system changes

• Use the system for frequently performed tasks such as assisting customers/owners in the process of updating their contact information

• http://ecciaw-uat.intra.chrysler.com/ecci/

Access the site:

• Perform different scenarios when making customers/owners inquiries and changes

CHRYSLER GROUP LLCLogging into WebCOIN from ECCI System

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From ECCI, log in to WebCOIN

CHRYSLER GROUP LLCUpdating Owner Details in COIN—Old Way

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Today when you click the ‘A’ button, the green screen appears

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Updating Owner Details in COIN—New Way

In the new system, when you click the ‘A’ button, the following screen displays. Click Results…

…and then click Edit Customer Information, then select what you want to update. If you want to view/validate information that needs to be updated after confirmation hit Submit button.

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Updating Owner Details in COIN—New Way, cont.

From here, select Corrections…

…and then add Owner/Customer information that is requested to be corrected.

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The Edit Customer Information screen displays, and you are now ready to modify

Once you’ve made changes, you can:• Submit to save• Restore to go back to the original data before the changes• Clear remove any changes that you made

Note: Agent Workbench will need to be refreshed to see changes reflected

Jane

Doe

Updating Owner Details in COIN—New Way, cont.

Note: To view/validate owners correct information hit submit to save changes and the date in Agent Workbench will change from red to green.

CHRYSLER GROUP LLCCreating a New Owner in COIN—Old Way

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Today when you click the ‘O’ button, the green screen appears

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How to Dispose a Vehicle in COIN—New Way

In Web COIN, when you click the ‘O’ button, the following screen displays. From here, click Edit Ownership Information, and then Dispose Vehicle…

Enter the disposal date in the Disposal Date field, and then Submit.

Note: Only Disposal Dates prior to the current date need to be updated on this tab …..

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Creating a New Owner in COIN—New Way

In Web COIN, when you click the ‘O’ button, the following screen displays. From here, click Edit Ownership Information, and then Add New Owner…

Enter the New Owners Information, and then Submit.

Note: The system will automatically enter the current date for disposal…..

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Search for an Owner in COIN—Old Way

Today when search for an owner, you select the Name and Address Lookup mainframe link.

The Name Lookup screen appears. From here you enter the customer’s last name to begin your search.

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Search for an Owner in COIN—New Way

After selecting WEB COIN from the Agent Workbench, you’ll land automatically on the search screen, where you can search by VIN, Phone, etc.

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How to Determine Customer Loyalty—Old Way

Today when you enter ‘S’ and hit F2 or F6 from the COIN Vehicle History screen, you’ll see the number of previous vehicles owned

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How to Determine Customer Loyalty—New Way

Search on the customer from the search screen, then click Owner History tab

The Owner Status means one of the following:• Current Owner-current vehicle of

customer/owner• Original Owner-purchased a new

vehicle • Previous Owner-purchased a used

vehicle• Service Customer-vehicle serviced at an

authorized dealer

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How to Determine Customer Loyalty—New Way

Search on the customer from the search screen, then click Household tab

The Owner Status means one of the following:• Current Owner-current vehicle of

customer/owner• Original Owner-purchased a new

vehicle • Previous Owner-purchased a used

vehicle• Service Customer-vehicle serviced at an

authorized dealer

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How to Add/Change Names & Addresses without Changing Ownership—Old Way

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Today when you enter the CAIR number and ‘A’ in the CAIR field, you can add/change a name & address without changing ownership

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How to Add/Change Names without Changing Ownership—New Way

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Click on the Change an Address tab, then complete the changes required

CHRYSLER GROUP LLCHow to Add/Remove Disposal Date—New Way

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Click on the Edit Ownership Information tab, then enter the disposal date

Note: Only Disposal Dates prior to the current date need to be updated on this tab …..

CHRYSLER GROUP LLCHow to Add New Owner Information—New Way

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Click on the Edit Ownership Information tab, then choose Add New Owner option, the Report Used Sale tab will appear. Enter the Owner’s Information…

Note: Only Current Disposal Dates used will be automatically updated when new owner information has been entered.

CHRYSLER GROUP LLCHow to Restrict Mail/Email/Phone—New Way

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Click on the Change an Address tab, then choose requested option.

Note: Customers/Owners are not able to opt out of Surveys…..

CHRYSLER GROUP LLCHow to Opt Out of Sales/Service Direct Mailers Option—New Way

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Click on the Change an Address tab, then the option requested and select specific items as appropriate.

Note: Opting Out means no marketing information will be sent. Only information required to send by law will be sent to the customer (recalls, etc.).

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How to Change Customer Language Preference—New Way

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Click on the Change An Address tab, then choose language that applies.

Note: If the option “None/Other” is chosen the system will default to “English”…..

CHRYSLER GROUP LLCActivity

Purpose

The purpose of this activity is to practice navigating the system to make changes.

Directions

Read each scenario and identify the steps required to complete the request.

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CHRYSLER GROUP LLCScenarios for Activity

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Scenario #1-Customer/Owner calls to give their new address and phone number

Search for customer/owner information using VIN: XN682070

Scenario #2-Customer/Owner calls to give their new name and new address

Search for customer/owner information using VIN: XN682070

Scenario #3-Customer/Owner calls to ask for assistance with a repair

Determine owner loyalty using VIN:WR808107/PH634494

Scenario #4-Customer/Owner calls to inform Chrysler they have sold their vehicle.

Transfer ownership of the vehicle using VIN:CH182629/LR716832

Scenario #5-Customer/Owner calls and their information is not in the system/not updated

Add the customer using VIN: 8S556815

Scenario #6-Agent Workbench goes down and you are unable to complete an update in COIN

Refer to pages 23-26 to login into COIN through Blue zone

Questions