The Examiner - Digital Support News & Information Issue 4

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The

Examiner Digital Support News &

Information

June 2017

From the Desk of… by Amanda Trigo – Digital Support Team Administrator

Cars have been around for

over a hundred years, and the

basic idea remains the same. They

are a tool to get us from one place

to the next. They still typically have

four wheels, a steering wheel, and

windows. Any changes over the

years have basical ly been

cosmetic, but technology is starting

to actually redefine the meaning of

automobile. There are a number of

technological developments in the

automobile industry that will impact

both customers and cars for the

foreseeable future.

Remember the year 2001? Doesn’t

seem that long ago, does it? It was

the dawn of a new year, new century

and new millennia. Now try and

remember the car you were driving in

2001, if you were driving then.

Chances are it was a lot different

than the one you’re driving now.

The Digital Support Team wants to

help you navigate what is rapidly

changing and what is available now.

We also want to help you with your

customers. This edition will show you

what specialists and technicians are

needed for help, updates, and

repairs. This will also discuss what to

look forward to… Along with updates

from Xtime, Important Dates to

Remember, and what projects are on

the way.

Have you heard or the phase “ECU”?

ECUs are the various electrical

components in a car (known as

electronic control units, or ECUs) they

are connected via an internal network

and can be vulnerable.

Last year when two white-hat

hackers remotely took control of a

Jeep Cherokee and cut i ts

transmission on the highway as part of

a research initiative.

The well -publicized incident

prompted Chrysler to recall 1.4 million

vehicles and has prompted NHTSA to

focus on cyber security to ensure that

these system work as intended.

Luckily, many manufacturers have

begun taking precautions and have

been working to improve consumer

safety so Expect recalls regarding

software updates to continue.

Vehicle Cybersecurity

The Examiner - Digital Support News & Information Issue 4

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Technology Programs and Specialists by Amanda Trigo, Digital Support Administrator

know who to point in the right

direction when they call.

Luxury Brands:

Au d i MMI / Aud i Con nec t &

Technology Specialist

BMW iDrive & BMW Genius

Lexus Enform & Technology Specialist

Mercedes Benz mbrace & Product

Concierge

Acura AcuraLink

Subaru STARLINK

Volvo Sensus Connect

Domestic Brands:

Buick Intelilink

Chevrolet MyLink

C h r y s l e r / D o d g e / J e e p / R a m

uConnect

Ford/Lincoln SYNC

Import Brands:

Hyundai BlueLink

Kia UVO

Nissan Nissan Connect

Mazda Connect

Toyota Entune

Volkswagen Car-Net

With all of the technological

advances in vehicles these days,

many motor brands have specific

names for their brand specific

program and sometimes have

people located at their dealerships

to help customers learn all of the

features.

It can be difficult knowing who is

who and what is what, so Digital

Support has compiled a list of what

each brand calls their specific

technology program/set-up and

trained personnel (if available). This

can help you talk with more

confidence to your customer and

Electric Vehicles - Now and Beyond

Electric vehicles are growing more

and more every year. The choices

are now in big competition with

traditional vehicles.

To keep you informed of the

growing fleet of electric vehicles out

there, here’s a small list to keep you

on your toes of the most popular

electric/hybrid vehicles on the road:

BMW i3

BMW i8

Cadillac ELR

Chevrolet Bolt

Chevrolet Spark EV

Chevrolet Volt

Albert Mehrabian (1967)

When customers call to schedule they

may feel anxious about whether you can

help them or not. The way you talk to them,

the words you use, and the way you say

those words will all impact the customer’s

perception of the service you deliver. It’s

important for you to know that your tone of

voice speaks volumes.

The customers can hear when you’re

eager to assist, when you’re annoyed by

their questions, and disinterested in

handling their call. A positive and

enthusiastic tone can give you control of a

call at the onset. Remember, customers are

just like you so they will get annoyed at the

same things. Would you want to speak with

someone that sounds like they don’t want

to be at work and they could care less

about scheduling you in for something

that’s important to you? Of course not! You

would want to be helped by the friendly

person that’s enthused about assisting you.

Your customer wants the same thing. I

want everyone to recognize the

importance of tone of voice has in helping

deliver exceptional customer service.

Key Elements of Successful Communication

Quality Control Corner

By Ambrosia Thomas - Quality Control Analyst

FIAT 500e

Ford C-Max Energi

Ford Focus Electric

Ford Fusion Energi

Hyundai Ioniq EV

Hyundai Sonata Plug-In Hybrid

Kia Soul EV

Mercedes Benz B-Class

Mitsubishi i-MiEV

Nissan LEAF

smart fortwo electric

Toyota Mirai

Volkswagen e-Golf

This list is growing as we speak!

Also, please keep in mind that very

specific instructions on how to

schedule these particular vehicles

might be listed. Make sure that you

refer to your KB page and verify if

there is a special advisor that

handles these vehicles or if they can

be scheduled with anyone.

Audi Connect

Hyundai Ionic Hybrid

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Navigation Systems: Info & Scheduling by Rosie Guerra, Digital Support Administrator

Many of you may have noticed

that the Transportation page on KB is

changing! Digital Support is a little

more than 65% complete with this

project. The estimated completion

date is projected at the end of June

2017.

Please take note of the following

changes:

All KB Transportation Pages - All

Transportation pages will have the

following sections: Drop Off & Early

Bird/After Hours, Waiter, Shuttle,

Loaner, Rental, & Valet.

Drop Off & Early Bird/After Hours -

Moved from the Scheduling

Preferences page to the

Transportation page for easier

reference to the other

transportation option information.

Waiter - This has been added for

easier reference of duration limits

for a customer choosing to wait for

their services.

UPDATE! KB Transportation Project

Did You Know?

Service Advisor University

June 6-8

June 20-22

June 2 - National Doughnut Day

June 8 - National Best Friend Day

June 14 - Flag Day

June 18 - Father’s Day

June 19 - Juneteenth

June 25 - Eid-al-Fitr

Toyota, Ford, and Uber all expect to

have self-driving cars by this date.

Each will address cybersecurity from

the very beginning.

*Info courtesy of HARMAN International Industries

If anything goes wrong with the

system, customers can take it to any

factory dealership for free repair within

the warranty period.

Scheduling: Navigation updates/issues

should be scheduled like any other

diagnostic/concern item unless

instructed otherwise in KB.

Price: Prices for factory navigation

updates range wildly and could differ

by model even within the same brand.

For navigation prices contact the parts

department, but be sure to have the

vehicle information handy.

Updates: The maps on factory systems

are typically as current as the year of

the vehicle. Most manufacturers tend

to release two updates a year (Fall

and Spring)

Not long ago navigation systems

were typically seen only in luxury

vehicles.

Today navigation systems can now

be seen in domestic and import

vehicles as well.

With these systems being readily

integrated into more vehicles we are

bound to receive more questions

about them.

Have you ever heard any of these:

“My nav is not working”, “How can get

an update?”, “What is the cost?”

Here is some information that might

help:

Warranty Coverage: Since the factory

navigation system is part of the

vehicle, it is covered by the bumper-to

-bumper warranty.

IMPORTANT DATES TO REMEMBER

The Evolution of Car Technology

Innovations in car technology are

constantly changing. Just a few

decades ago, the automotive industry

were bragging about 8 track stereos

and airbags as the newest advanced

feature. These days there are loads of

new vehicle technologies – from

complex audio systems to GPS to self-

driving cars – designed to entertain,

give directions and prevent collisions.

Let’s take a trip back in time to see the

evolution of in-car technology.

1922 - Chevrolet 490 - First Radio

1966 - Ford Mustang - First 8 Track

Stereo

1972 - SAAB 99 - First Electronically

Heated Seats

1983 - Renault 11 - First Digital

Dashboard

1990 - Mazda Cosmo - First GPS

Navigation

1998 - Mercedes Benz - First to

offer keyless entry (Smart Key)

2002 - Infiniti Q45 - First Rear View

Backup Camera

2006 - Lexus LS460 - First Automatic

Parking

2010 – Honda Odyssey – First

factory fitted DVD player

Now we have blind side detection,

parking assist, drowsiness alert,

a d a p t i v e h e a d l i g h t s , p h o n e

integration, and collision warnings.

We have come a long way, but

there is still more to come!

*Info courtesy of Infogrades.com

The Examiner - Digital Support News & Information Issue 4

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Xtime Message of the Day Colors! by Amanda Trigo, Digital Support Administrator

Green will be used for everyday

i n f o r m a t i o n : S c h e d u l i n g

Instructions, Holiday Hours, etc…

Red is for emergency weather

conditions (inclement weather) or

power outages. This will be a fast

way for you to see if this particular

dealership has been affected

and must close for a number of

hours or days.

Black will be for any technical

difficulties that the dealership

may be experiencing, like phone

Everyone one knows it… The

green bar on the top of the

Xtime page. That’s our famous

Message of the Day!

Digital Support has decided

to add color variations to help

y o u n o t i c e i m p o r t a n t

information at a glance and

when it’s an EMERGENCY.

There will be four colors that

will be used:

issues or widespread computer

issues that deter the dealership

from working correctly but hasn’t

closed.

Yellow is for physical land

changes that affect customers

getting to the dealership: Address

C h a n g e s ( R e l o c a t i o n ) ,

Construction Issues, Road Blocks,

etc...

Please take the time to view

the examples to get familiar with

how this will look on Xtime.

Green Bar—Everyday Information

Red Bar—Emergency Information

Where to Direct Technical Questions by Rosie Guerra, Digital Support Administrator

First things first:

**Do Not Contact the Technology

Specialist for Navigation Updates**

And now that we have that out

of the way…

What are technical Navigation

questions/ issues?

Technical Navigation issues are

when customers are unaware of

how to work their navigation

system: How to use Points of

Interest, How to plug in addresses,

or View maps.

Here are a few of the items

Technology Specialist also help

with:

Navigation (how to use)

Bluetooth (how to use)

Hands Free Dialing (how to use)

Audio System (how to use)

Voice Commands (how to use)

Cruise Control (how to use)

Climate Control (how to use)

Smart Access System (how to

use)

Any calls with Technology

questions (Phone issues, Bluetooth

or technical Navigation issues,

Personalized settings) should be

warm transferred to the specialist at

that dealership (if listed).

If customers are reporting that

any of the items above are not

working please schedule like any

other diagnostic/concern item

unless instructed otherwise in KB.

Black Bar—Technical Difficulties

Yellow Bar—Physical Land Changes/Issues

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SDC Cybersecurity In case you missed it here’s a recap of what our IT department

(James Druzbik) recently sent out regarding SDC Cybersecurity:

Email DATE 5/12/2017

** Please Read **

Use extra caution when clicking email links and attachments at home and in the

office as a Massive Global Ransomware Outbreak is hitting people all over the world.

This attack as over 45,000 different versions making it hard to stop. Map of locations

hit today:

To prevent you, your family, or our office form experiencing a problem, DO NOT click

on attachments and links in emails from unverified senders.

To help protect our network:

1. IT will hold all .ZIP .tar .rar .7z .tgz email attachment files for 90 mins starting now in

Proofpoint. This will give our systems extra time to try and scan them.

2. I am requesting people power off PCs tonight. A fresh reboot always helps.

If you want to know more, simply look at the top story in USAtoday.com or other news

sites.

Email DATE 4/26/2017

Please continue to delete every email you think is fake. If unsure, send to

SOCTeam@Group1Auto.com and IT will validate it.

The RED Warning Message to look for:

Hybrid Electric Vehicle

Electric vehicle that only uses gasoline or diesel

fuel.

Plug-In Hybrid Electric Vehicle

Electric vehicle that uses gas or diesel & plugs in

to charge the vehicle.

All-Electric Vehicle

Electric vehicle that only plugs in to charge the

vehicle.

You may have noticed that Digital

Support have placed information in

the Message of the Day about

Saturday Event Specials… That’s going

away.

Everyone should now have the

habit of searching for “event” in the

Dynamic Word Search Bar in Xtime

when a customer calls about such

situations.

Read and make sure to select the

correct service with the correct date in

the title.

What’s the difference?

According to Forbes…

1. Autonomous Vehicles - Vehicles

capable of being fully autonomous in

certain circumstances.

2. Driver Override Systems - Vehicles that

disregard the drivers commands and

makes its own decisions based on

safety circumstances.

3. Biometric Vehicle Access - Vehicles

that will use fingerprints, eye

recognition, & etc for commands.

4. Comprehensive Vehicle Tracking -

Vehicle tracking for insurance

purposes and milage usage.

5. Active Window Displays - Head-Up

Display tech in interior windshields for

driver usage.

6. Remote Vehicle Shutdown - More

vehicles with remote shutdown, not just

On-Star.

7. Active Health Monitoring - Seat-belts or

steering wheels that track vital

statistics.

8. Four-Cylinder Supercar - By 2020, we’ll

see the first full-fledged 200+ mph

supercar with a four-cylinder engine.

9. Smart/Personalized In-Car Marketing -

With vehicles connected to the

internet, your vehicle will provide ads

customized to you.

10. Reconfigurable Body Panels - Imagine

an SUV with customizable body

panels? It can happen by 2020.

Top 10 Advanced Car Technologies by 2020

UPDATE! Saturday Event Information

In addition to color variation for

the Message of the Day, please be

on the lookout for the following:

Afternoon Specials (if applicable)

on the Dealership Information

Tab (located above service

details)

Make Appointment search for

services – include all services

Being able to view RO numbers

on the Make Appointment

screen

This is just some of what you can

expect, but to always be prepared

remember to periodically clear out

your browsing history/cookies/cache!

This will ensure you have the most

up to date features and information.

If you forgot how to clear out your

browsing history see your team lead

for assistance.

Additional Xtime Changes Coming!

The Examiner - Digital Support News & Information Issue 4

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Project Name Start Date Projected

Completion Date

Actual Completion

Date

Transportation -

Phase I Dec 2016 Jan 2017 Jan 2017

KB: Restriction

Removal Jan 2017 Feb 2017 Feb 2017

KB: Personnel Feb 2017 March 2017 March 2017

$ Menu Links March 2017 March 2017 April 2017

Transportation -

Phase II March 2017 May 2017

Estimated

Completion Date:

Collision Phone List June 2017 June 2017 June 2017

KB: Recall In Planning Phase In Planning Phase In Planning Phase

KB: Scheduling

Preferences/Detail/

Coupons

Not Started N/A N/A

Cross-Reference

Services in KB/Xtime Not Started N/A N/A

KB: Dealership Info Not Started N/A N/A

GP1 Digital Support Project Calendar

Ever wanted to know what we are working on besides Digital Support tickets? This is a

condensed chart of what we have planned. Some of these projects might even take us

into next year and we might add new projects along the way so keep a lookout for an

updated chart on our next newsletter—July 5, 2017.

As you can see, some of these projects take a great length of time. Nonetheless, we

hope that you see the progress as the year passes.

The Examiner - Digital Support News & Information Issue 4

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ACURALINK

AUTOMOBILE

BLUELINK

CAMERA

CARNET

CHARGER

COMPUTER

CONNECT

DATA

ENFORM

ENTUNE

IDRIVE

INTELILINK

INTERNET

MBRACE

MMI

MYLINK

PHONE

PROGRAM

SCREEN

SENSUS

SOFTWARE

STARLINK

SYNC

TECHNOLOGY

UCONNECT

UVO

Automobile Technology Word Search