Overview
The Service Dashboard provides Enterprise customers with a one-stop-shop for quick analysis of the groups' Service Customer, Sales, Retention, and Activation efforts across one, some, or all rooftops in a Dealer group.
Eligibility, Permissions
- Enterprise accounts with more than one rooftop linked in a group are eligible to see the Group Service page however only rooftops whose stores have DMS linked will be included in the metrics displayed in the report.
- All rooftops for which the logged in Dashboard user has view, edit, or admin permissions will be visible on the Service reporting.
- Users who do not have permissions to view specific rooftops in the Dealer group will not see that rooftop's data in the Service page or drop down options.
Learn more about user permissions here.
Navigation
- Enter the Fullpath Dashboard
- Click on Data (top navigation bar)
- Scroll down to Dashboards > Service
https://dashboard.fullpath.com/group-cdp/service
Page Structure
Store Picker
The Store Picker at the top of the page shows a list of all connected rooftops. You may view the data on the page according to all Stores, Brands, or Location or deselect and choose to view only specific store data.
The Store name abbreviations are used in several places throughout the Dashboard to denote where an action or event took place (in a Shopper timeline, for example) as well as if the store's data is included in the overall metrics visible on the page.
[NOTE: On CDP reporting pages you cannot switch stores using the top navigation bar; instead, use the store picker dropdown to view aggregated data]
Date Picker
The default view is set at a 30 day view. You may click on several different internal options or select a custom date range to look at past performance.
Users who view reports in other Dashboards or Products, and then navigate to the Group Overview page, will have that last date range applied to the Overview page as well.
Keep in mind, there is often a delay between when a Sale is made and when it is finalized across all Dealer systems. Additionally, attribution is often connected several weeks after certain actions or events take place. For this reason, looking back at the previous month's data on the 1st and on the 30th of the current month may yield different numbers. These discrepancies lessen over time as data syncs, records are closed, and attribution windows are met.
Important to note: any Deltas displayed in reporting will always show data compared to previous period, with dynamic tooltips highlighting the present the date:
Top Line Highlights
- The top line highlights provide an aggregated view of key metrics for all stores selected in the store picker, within the selected date range.
- Clicking on the blue arrow next to the overview metric will direct users to the corresponding audience in the CDP audience builder. Note - this is only available when a single store is selected - this feature is not available when more then 1 store is selected in the store picker.
Service Performance Over Time
The Service Performance report shows a graph of key engagement methods (emails sent, engagement) with accompanying key outcomes (appointments and ROs).
The chart displays the 4 (sometimes 5) weeks in the month chosen in the date picker at the top of the page.
- You may select and add to the chart the desired actions and outcomes by clicking on the bubbles at the top which include: Service Emails Sent, Shoppers Contacted, Appointments, and Service ROs.
- You may hover over any data point in the graph to view the metrics from that specific date.
* The engagement and outcomes are data pulled directly from the Dealer CRM and DMS
RO by PaySource
Total revenue from all ROs in the selected date range broken down by payment source.
Service Retention and Reactivation
The Service Retention and Reactivation report gives you an understanding of how effective your Dealer stores are in retaining existing and or expanding to new customers with Service offerings.
These view may be further broken down by Payment type and Service / Sale record.
The default look-back period is the last 12 months however you may adjust the default to view these metrics Year to Date as well.
RO Total by Pay Source
The RO Total by Pay Source provides a detailed breakdown of total revenue from all ROs in the selected stores, within the selected date range, broken down by payment source.
* The source types are pulled directly from the Dealership DMS.
Service Campaigns
The Service Campaigns provides a view into the Email Engagement and Performance of the Service Campaigns launched and run through Fullpath's Audience Activation.
Audiences and Segments
Audiences and Segments display a quick view of the Dealership customer base both in terms of active opportunities as well as inactive, or colder opportunities.
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All Customers - All CRM customers who have previously purchased a vehicle or service from your dealership(s) up to the selected date range
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Active Customers - All CRM customers who have serviced or purchased a vehicle from your dealership(s) in the 12 months leading up to the selected date range.
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Inactive Customers - All CRM customers who have previously serviced or purchased a vehicle from your dealership(s), but not in the 12 months leading up to the selected date range.
- Prospects - Shoppers from your CRM who have never purchased service or a vehicle from your dealership(s).
The segments are also displayed without time filters to give a broader view and understanding of the Shopper breakdown at the Dealership.
- Service Only (total, ever)
- Service and Sold (total, ever)
- Sold Only (total, ever)
Customers by Distance
Customer data by distance from the Dealership is broken out by Sold Only (vehicle purchase), Service Only (Service on record), or Sold and Service (both on record).
The Data shown here is taken from BOTH the CRM and Dealership DMS however only those contacts with a valid address are counted.