IPSB18-218 Retai

Aftersales Retailer Support
DBS Enhancement: Retailed Vehicle Open
Campaign Report
Reference: IPSB/18-218
Date: September 28, 2018
Attention: Retailer Principal, Executive & Service Managers
INFINITI announced the availability of a new DBS enhancement tool to the Service > Campaign
screen: Retailed Vehicle Open Campaign Report on July 9, 2018, which identifies owner contact
information for specific campaigns. Currently, only Takata campaign owner lists are available. The
following personnel will have access to this tool:
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Retailer: Dealer Principal, Executive Managers, General Managers, Parts/Service Managers,
and/or Parts/Service Directors
Regions: Regional Aftersales Manager (RAM), Regional Operations Managers (ROM), Fixed
Operations Manager (FOM), Dealer Operation Managers (DOM), Regional Service Operation
Managers (RSOM), and Client Experience Managers (CEM)
The report can be viewed on screen or exported to Microsoft Excel and identifies the following:
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VIN
Campaign ID & Campaign Description
Model & Model Year
Data Source
o Up to three data sources can be provided for each VIN
 RO Info: If this VIN has visited an Infiniti retailer anywhere in the U.S. within
the last twelve months, the RO information will be displayed.
 Campaign Mailing List: This is DMV data for the VIN listed
 Marketing List: If an owner is on your marketing list, their contact information
from that list will be displayed here. DMV data is not used for marketing list
owner information.
Contact Name
Last Name/First Name & Address (City, State, Zip)
Phone (1-3) & Email (1-3)
Remove Flag
o This defaults to “N” unless the retailer or INFINITI USA flags this VIN for removal.
o The removed information will still show on the DBS screen and exported report, but
can be filtered on the exported file to only display the records with “N” in this column.
Comment
o This field will display a reason if the remove flag being set to “Y”
o This will allow information to be relayed back to INFINITI USA and our data provider
to improve future lists.
o Beginning September 16, 2018, this comment field will offer a drop down selection of
choices for changing the flag to “Y”.
 Scrapped/Salvage
 Stolen
 Exported
 No longer owned
 Not in retailer inventory
 Incorrect contact info
 Too far from retailer
 Free text (50 characters) – free text of 20 characters is available now.
o
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INFINITI has already identified VINs that should be flagged as “Y” for each retailer
and will implement a change to update the removed flag status to “Y” on those
identified VINs. The comment will display “HQ Removed” for VINs changed. This
update will not affect any records already identified by retailers and changed.
Action:
o This field activates the edit function for changing the remove flag to “Y” or “N”
o The check mark will save any edits made
o The “x” will cancel any edits made
IMPORTANT: Due to the personally identifiable information available in this report, retailers should
limit employee access to this information to only those personnel that requires it. Additionally,
INFINITI Corporate employees should avoid saving and emailing this information for their retailers.
Instead, coach your retailers on how to use this feature using the step-by-step instructions in this
bulletin.
Frequently Asked Questions (FAQ):
Q.
Are there differences in how marketing information is sourced vs. campaign mailing lists?
A.
Yes, marketing lists are sourced from a different vendor and do not use DMV data to confirm
owner information. The campaign mailing lists may also use multiple sources to append owner
information apart from DMV records (e.g. credit reports, police files, salvage records, etc.).
DMV data is obtained from state DMVs based on owner provided information.
Q.
When I run a Custom VIN Campaign Report (IPSB17-130) using VINs from my marketing list,
I see vehicles on the Custom VIN Campaign Report (sourced from marketing data) that are
not on my Retailed Vehicle Open Campaign Report or vice versa. Why?
A.
This happens for several reasons:
1.
The marketing list is gathered from different sources and does not use DMV data
2. The VIN assignment logic is different.
a.
The marketing list uses sales within the last 12 months and service within the last
18 months to determine which retailer is assigned the VIN. When using sales
records (RDR), the distance from the retailer determines whether the VIN is
assigned to the selling retailer or the closest Primary Market Area (PMA)/retailer
to the owner’s address. When using service history, the number of repair orders is
used to determine retailer assignment. If two or more repair orders have been
created within the last 18 months, the servicing retailer is assigned the VIN. If less
than two repair orders have been created, the closest PMA/retailer is assigned
the VIN.
b. The campaign-list retailer-assignment methodology is much simpler. If a vehicle
has been to a retailer within the last 12 months, the servicing retailer is assigned
the VIN. If no repair order history exists within the last year, the closest
PMA/retailer is assigned the VIN.
Q.
My marketing list has different contact information than the retailed vehicle open campaign
report. Why?
A.
The marketing list is not using DMV data for owner information.
Q.
Why do salvage yards, insurance companies, and banks show up as owners for some VINs?
A.
If a vehicle is scrapped, an insurance company or salvage yard may show up as the owner.
Similarly, a bank may show as the owner of a repossessed vehicle. Campaign mailing lists may
reflect these owners if it cannot be determined if a vehicle is out of transit (i.e. not being
driven/used) and governmental regulations require us to keep these vehicles active on our list.
The remove flag was provided in DBS as a resource for retailers to use to flag these VINs and
filter them out before passing the information to their Business Development Center (BDC).
Q.
Will additional campaigns be added in the future?
A.
The report has the functionality to include any campaign Client list. INFINITI will upload
campaigns on a case-by-case basis. Retailers also have the ability to automatically send open
campaign communications (postcards and emails) to Clients in a CADENCE-Enrolled retailer’s
active parameter settings. For example, if a retailer enrolled in a 10-mile/10-model year
minimum, and a Client in those parameters is eligible for a campaign, the communication will
deploy automatically. Campaign reminders through the CADENCE program are considered
eligible if:
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An official notification has been sent to an owner by INFINITI and at least 60 days
have passed without a remedy applied.
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Parts required for the campaign remedy are readily available and not restricted.
Q.
How often are the lists updated?
A.
The timing will vary by campaign.
CONTINUE FOR STEP BY STEP INSTRUCTIONS FOR ACCESSING THE
RETAILED VEHICLE OPEN CAMPAIGN REPORT
Topics Included in this Reference Guide:
Access the Retailed Vehicle Open Campaign Report Screen
Generate the Retailed Vehicle Open Campaign Report
Using the Filter and Search Fields
Update the Remove Flag and the Comment Fields
Export the Retailed Vehicle Open Campaign Report
R ETAILED V EHICLE O PEN C AMPAIGN R EPORT
Access the Retailed Vehicle Open Campaign Report Screen
1.
Hover over the Service Menu.
2. Click Retailed Vehicle Open Campaign Report. The Retailed Vehicle Open Campaign Report
screen displays.
Generate the Retailed Vehicle Open Campaign Report
1.
At the confidentiality Agreement, read the Agreement, and then click the “Check this box to
accept the Agreement”. The Search button becomes active.
2.
Click the Search button to display owner contact information for specific campaigns.
Note: A record for a VIN will display on multiple rows if the Data Source is different. The Data
Source can be one or all of the following:
RO Info will display if this VIN has visited a retailer anywhere in the U.S. within the last twelve
months, the RO information will be displayed.
Campaign Mailing List is DMV data for the VIN listed.
Marketing List displays if an owner is on your marketing list. Their contact information from
that list will be displayed here. DMV data is not used for marketing list owner information.
For questions call the DBS Help Desk at 1-855-699-0747
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R ETAILED V EHICLE O PEN C AMPAIGN R EPORT
Using the Filter and Search Fields
The Filters at the top of the report allow you to filter the Retailed Vehicle Open Campaign Report list
by Campaign Type, Campaign Group (reserved for future use) or Active Campaigns. Currently, this
report will only display Safety campaigns for Takata Air Bags. In the future, these filters will be
expanded to include additional campaigns.
The Active Campaign drop down will display a listing of all Takata Air Bag Campaigns.
Once you change the Filter criteria, click the “Check this box to accept the Agreement”, and then
select the Search button.
The Search boxes are located on the VIN, Campaign Number, Campaign Description and Data Source
columns.
Type any portion of the information to search. For example, for VIN type the last 6 digits, the last
3 digits, etc.
The Search boxes are case sensitive. For example, when typing a VIN, you cannot type 3n1ab.
You must type 3N1AB.
For questions call the DBS Help Desk at 1-855-699-0747
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R ETAILED V EHICLE O PEN C AMPAIGN R EPORT
Update the Remove Flag and the Comment Fields
Use the Remove Flag and the Comment field to indicate a record for removal and the reason. This will
information will be relayed back to NNA and our data provider to improve future lists. The removed
information will still show on the DBS screen and exported report, but can be filtered on the exported
file to only display the records with “N” in this column.
1.
In the Action column on the far right (you may have to scroll to view this column), click the Edit
icon (pencil).
2.
Select Y at the Remove Flag drop down.
3.
At the Comment field, type a reason (current limit is 20 characters and will be increased to 50
characters) or select a reason from the drop down (available on 9/17/2018), e.g.,
Scrapped/Salvage, Stolen, Exported, No longer owned, Incorrect contact info, Too far from
retailer, etc.
Note: NNA has already identified VINs that should be flagged as “Y” for each retailer and will
implement a change to update the removed flag status to “Y” on those identified VINs. The
comment will display “HQ Removed” for VINs changed. This update will not affect any records
already identified by retailers and changed.
For questions call the DBS Help Desk at 1-855-699-0747
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R ETAILED V EHICLE O PEN C AMPAIGN R EPORT
Export the Retailed Vehicle Open Campaign Report
1.
Click the Export icon,
2.
Click Open, then Save the exported data to your desired file location.
, to transfer the report data to Excel.
For questions call the DBS Help Desk at 1-855-699-0747
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