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DTAC - Dealer Technical Assistance Center

DTAC - Dealer Technical Assistance Center. Goal Statement: Develop a working understanding of the DTAC system and available DTAC resources. Objective - At conclusion of the training you will be able to: Search DTAC solutions based on current DTAC Search Engine design

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DTAC - Dealer Technical Assistance Center

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  1. DTAC - Dealer Technical Assistance Center

  2. Goal Statement: Develop a working understanding of the DTAC system and available DTAC resources. • Objective - At conclusion of the training you will be able to: • Search DTAC solutions based on current DTAC Search Engine design • Understand why Clear and Complete DTAC cases are important. • Understand what is required to submit a Clear and Complete DTAC case. • Understand how to “Close” a DTAC case correctly.

  3. How to Accomplish the task of - Searching for DTAC solutions related to Well Prepared DTAC cases • Log into DTAC at: http://dtac.deere.com/ • Click on the “General DTAC Search” link. • Type “Creating Clear and Complete DTAC case” in “Search For” field – click Search. • Click on desired DTAC solution to view. • Note: Some solutions have (I) in the title. Dealers will see solutions with (I). (I) indicates the solution has internal comments viewable to company personnel only. • Returned solutions of importance: • 83498(I) A Guide to - Creating a clear and complete (Well Prepared) Dealer DTAC Case • 86256 Factory Response to DTAC Cases • This information is also available by clicking the Help link within DTAC system.

  4. Creating a Clear and Complete case • Why is it important to create and submit a Clear and Complete DTAC case? • How do Not Well Prepared DTAC cases impact the customer? • How do Not Well Prepared DTAC cases impact the dealer? • How do Not Well Prepared DTAC cases impact the company?

  5. Creating a Clear and Complete case • Well Prepared DTAC case classifications – Any with “ - *”. Example: • 1 - Well Prepared - * • Not Well Prepared DTAC case classifications – Any without “ - *” • Ag & Turf and JDPS Products – Not Well Prepared Classes • 2a - Not a DTAC Issue • 3a - Machine Not Yet Visited • 3b - Available Info Not Used • 3c - Incomplete Diagnosis • 3d - Insufficient Case Text • 9b - False Urgent

  6. Creating a Clear and Complete case • C&F Products (Skid Steer loaders) – Not Well Prepared Classes • 2 - Dealer Product Expertise • 3 - Dealer Preparedness • 4a - Not a DTAC issue • 5 - False Urgent • 12 - None of the Above

  7. What is required to submit a truly “Clear and Complete DTAC Case” • Discuss with customer / machine operator what is the real nature of the complaint. Document all information provided. • Search for and follow recommendations in DTAC solutions for known resolutions, additional diagnostic procedures, or solutions related to the condition with no current known final resolution. • If no relevant DTAC solutions were found follow all diagnostic, repair, and machine adjustment procedures found in diagnostic, repair, and operational manuals. • If problem was not resolved following published DTAC solutions or manual procedures - Create a new DTAC case. • Determine correct Case type (Marketing, Parts, Service, or Warranty). • Determine correct Case Priority - Tech in field – Urgent , (Technician is at the unit, machine is down, and customer has time based need for unit) Normal, or Report Only

  8. What is required to submit a truly “Clear and Complete DTAC Case” • 7. Enter a clear and concise Problem Statement to include all DTC’s and key part numbers. • 8. Provide the correct PIN. Enter the Component SN if component has SN plate. (Engine, transmission, controller, etc.). • 9. Enter “Legacy Contact” information if not same as “Contact”. • 10. Enter contact phone number if different then the system default phone number. (Enter technicians cell number for all Tech in Field Urgent DTAC cases.) • 11. Enter all relevant data in the DTAC case text template – follow the template. See Solution 83498 (quick reference card) • 12. Link Attachments to the case when they are necessary – (limit 10 meg combined total) See Solution 82388 • Important: The better prepared the case the better the chance of successful first pass recommendation by the supporting DTAC workgroup.

  9. Determine Correct Case Type • Examples: • Marketing • I’m not sure what kits/attachments/bundles/parts I need to field install a loader on a 6M tractor • Parts • I need a promise date for P/N TCA20895 Order Number DY00816973 • Service • Customer complains the park brake randomly engages while operating his 323D skid steer. • Warranty • 2520 CUT out of basic warranty, but within Limited Basic Warranty with a leaking hydraulic pump (P/N m810115)

  10. What is a Factory DTAC - Parts case? • Technical questions on parts should be directed to the factory using the DTAC system and selecting a case type of "Parts".  The following are some examples of parts questions that should be submitted to the factory product parts group: • The part needed is not shown in the parts catalog. • How to order a part not available in the parts system? • Is this parts substitution correct?

  11. Parts DTAC/DPAC Cases • Machine Down Parts Escalation • DTAC Solution 66241 • As the TSCM I get calls about needing a part that currently isn’t available. I can assist, but only after a DTAC case is entered.

  12. Searching DTAC Solutions to Find Improved Parts • In certain situations customers may have a performance complaint and think it may involve a faulty part. • Search DTAC Solutions to see if a new and improved part is available • For Example: • DTAC Solution 92992 - 1 Series Pallet Forks Lower Before Raising When Trying to Feather the SCV • Solution : • To ensure correct hydraulic flow to the scv valve, instruct the operator to set the engine to rated speed (3200 rpm). • If the issue still occurs with the engine at rated speed order and install scv valve LVA19131.

  13. Parts Case “Urgent” • What conditions should exist before entering a Parts case as “Urgent”? • The customer must have an immediate, time critical need to be using the machine. • The parts person should have already attempted to resolve the parts issue using all available resources. • The customer should be at the parts counter waiting for resolution.

  14. Service Case “Urgent” • Tech in field – Urgent • Technician must be in the field • Callback must be set to “phone” • Technician must provide cell number • If callback is set to web DTAC there is a good chance the DTAC analyst will mark the case false urgent • If the DTAC analyst calls the only provided number and that number is for the store, there is a good chance the case will be marked false urgent.

  15. DTAC Training and Reference Material

  16. Callback • If callback is set to email or web DTAC, the likelihood of receiving a phone call is almost 0%. • If callback is set to phone, and no phone call is received, please inform me.

  17. Creating a Clear and Complete case • Enter and validate “Model” • Click “New” • Select desired “Priority” • Select desired “Case Type” • Enter “Problem Statement” • Enter relevant “Part Number” • Enter “Legacy Contact” if different than “Contact” • Select desired “Callback” type • Enter “Usage” and “Units” • Change “Email” and “Phone” if different than default • Enter “Pin” and “Component SN” • Enter text in all “Problem Details” template areas • Writing technical data in paragraph style is difficult for most. Simplify case text by use of bullets or numbers to describe issues, diagnostics steps completed, outcomes of diagnostics, etc. • Click “Save as ‘Draft’” to save changes and complete / submit case later OR Click “Submit” to submit the case now. • Click “Submit Now” to submit the case at that time. Click “Submit 7:00 A.M.” to delay submission of the case until the next occurrence of 7:00 A.M. • Add Attachments (not illustrated) • Important: • Any field name preceded by “**” is a required field. Failure to fill the field will result in an error message when attempting to Submit the case.

  18. Submit 7:00 A.M. • How does this benefit the dealer? • Example • Case submitted at 5:15 PM EST • Callback is set to phone • Technician leaves the shop at 5:30 PM EST • The DTAC Analyst calls the store number at 4:50 PM CST and gets no answer. • DTAC Analyst puts in the case, “called the store, no answer” here is my recommendation on what to try next… • If the technician would have used Submit at 7AM the technician would have received a phone call from DTAC between 8 AM and 9 AM EST while in the shop and would have had the opportunity to talk through the problem with DTAC on the phone.

  19. Closing the DTAC case • Why is it important to close the DTAC case? • How does closing the case impact the customer? • How does closing the case impact the dealer? • How does closing the case impact the company? • What cases need to be closed by the Dealer? • Reference DTAC solution 91821

  20. Closing the DTAC case • Creating a “Saved Search” • Select Status of “Need More Info” and Recommendation Provided” using the “Or” option. • Enter account number in “Account Numbers” field and validate using “bino”. • Enter partial name in “Contact” field and validate using “bino”. • Click “Last Search Option” dropdown icon. • Click “Save Current Search” • Enter a name for the search • Click “OK” • The data entered in steps 1, 2, and 3 are now saved for later user searches.

  21. Closing the DTAC case • Identifying Cases to Close • Click “Last Search Option” dropdown icon. • Click “Load Saved Search” • Click desired search to load • Click “OK” • Search data will now be loaded in the “Case” screen • Click “Search” • Select case to close • Click “Close” • Continued on next slide

  22. Closing the DTAC case • Check the desired response for all five questions. • Enter comments • Important: • An error message will appears listing questions not answered or if comments have not been entered for a No response to question 5. • Click Submit

  23. Tips and Tricks to use DTAC Search Engine • Start in Case screen (Reference 82385) • Select “Model” • Enter search phrase in “Problem” field • Search for complaint • Use few words • Use simple words • Use Deere words • Click “Solutions Search” button • Review search results • If you do not find solutions you are looking for • Check spelling of search words • Change search words • Remove Model, or Sub – Category, or Category to expand search • Do not use Drop-down dictionary • Do not attempt to enter Sub Category or Category manually

  24. Search Engine Changes Coming Soon • Reference DTAC Solution 82385 • DTAC Solution 82385 will have a link to a FAQ • When changes are available there will be a bulletin posted to “What’s New”

  25. “What’s New” • Service and Parts personal should frequently monitor “What’s New” • Examples: • 25Feb14 6 Series Tractor Product Support Hot Solution: 97667 - Parts Catalog Error Reporting Process • 05Feb14 6 Series Tractor Product Support 6M / 6R Tractor, Access to Engine Oil Dipstick • 20Feb14 DTAC Application DTAC Web Based Training (English) Now Available on JDU

  26. Set “Time zone” • Set “Timezone” for proper display of time in the DTAC screen and to submit cases correctly when “Submit 7 A.M.” option is used. Default time zone is GMT when field is blank. • Click “My QueWeb” • Click “Change” • Click dropdown icon for “Timezone” • Select desired time zone • Note: • Make sure correct time zone is selected. Those shown with (US/Canada) contain an automated component to reset the clock for Daylight / Summer time. • Click “Save” • Reference DTAC solution 90424

  27. What to do when DTAC does not seem to work correctly. • Close all programs on your computer by using the Log Off option. • Shut down your computer – Start / Shut Down / Shut Down. • Start your computer • Open an internet session – Internet Explorer and Firefox are supported. • Open Tools / Internet Options / Clear cached files, cookies, history, forms. See DTAC solution 92572 • Open DTAC • To report a DTAC system issue, suggest enhancement, etc. submit a Feedback through the DTAC

  28. DTAC Training and Reference Material • DTAC training and reference material can be found at: • DTAC Help – links to DTAC solution 91804 • DTAC “General DTAC Search” or “Solution Search” • John Deere University – DLM - DTAC (Dealer Technical Assistance Center) 3.2 Overview CSP-17-DLMTC169 – 4 Credits – Fee charged • “What’s New?”

  29. Finch Service’s A&T DTAC Metrics (Rolling 12 – 2/3/2014) – Critical Few

  30. Finch Service’s A&T DTAC Metrics (Rolling 12 – 2/3/2014) – Detailed Report

  31. Definition of individual rows within the report Total Cases – Represents total number of cases, with Origin of Customer Portal or Service Advisor, with Original Priority of Tech in field – Urgent, and Normal. Includes cases with Class Well Prepared, Not Well Prepared, and with no assigned Class. Total Cases with Case Class - The number of the cases extracted as stated above with a case Class. # Well Prepared – The number of cases extracted as stated above with a case Class of Well Prepared (any class with “*”) % Well Prepared – The percentage of # Well Prepared cases compared to the Total Cases with Case Class % Well Prepared Not Reopened – The percentage of the Well Prepared cases that have not been reopened by the dealer. # Urgent - Represents total number of cases, with Origin of Customer Portal or Service Advisor, and Original Priority of Tech in field – Urgent. Includes cases with Class Well Prepared and those Not Well Prepared and with not assigned Class. # Urgent with Case Class - The number of Urgent cases extracted as stated above with a case Class. # Urgent Well Prepared - The number of Urgent cases extracted as stated above with a case Class of Well Prepared (any class with “*”) % Urgent Well Prepared – The percentage of # Well Prepared Urgent cases compared to the Total Urgent Cases with Case Class % Urgent Response < 20 m – Percentage of Urgent cases that were accepted / owned within 20 minutes. Initial contact with the dealer contact / technician to occur moments after the case is accepted / owned. % Urgent Recommend < 2 h – Percentage of Urgent cases that were routed back to the dealer in Status – Recommendation Provided within two hours. Continued on next page

  32. Definition of individual rows within the report continued from previous page # Report Only – Total number of Original Priority - Report Only cases submitted. Report Only count is provided as reference only. They are not included in any count or percentage calculations. # Need More Info – The number of cases routed back to the dealer in status Need More Info. Need More Info case count is provided as reference only. These cases need dealer attention to close if resolved or reopen / resubmit if issue is not resolved. These cases are not included in any count or percentage calculations. # Rec Provided – The number of cases routed back to the dealer in Status Recommendation Provided. These cases need dealer attention to close if resolved or reopen / resubmit if issue is not resolved. % Closed – Not Report Only – Percentage of Well and Not Well Prepared cases with Original Priority of Tech in Field – Urgent or Normal that have been Closed using the Close action button. % Closed – All Classes & Priorities - Percentage of Well and Not Well Prepared cases with Original Priority of Tech in Field – Urgent, Normal, and Report Only the dealer has Closed using the Close action button. % from Service Advisor – The percentage of the Total Cases the dealer is submitting using Service Advisor. Provided as reference only.

  33. Questions

  34. |System School Recommendations | August 20, 2010

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