Tire Connect Order Processing SOP

Steps for Online Order Processing

Step 1: Accessing the Admin Portal                                                                                                                                                              

1. Login to Tire Connect
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2. Click on Reports to access the menu.
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3. Click on Tires - Online Orders to view online orders.
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4. You will now see the list of all Online Orders with various statuses.

Step 2: Finding and Sorting Orders

1. Orders can have one of a number of Statuses- which can be found in the second to last column on the far right of the order screen titled “Status”. Some are set automatically by the system, others can be changed by you while processing.
   1. Automated Status Options – These are set by the system
      1. Initiated – customer clicked on the “Order Your Tires” button, but did not continue to pay for the tires.
      2. Incomplete – customer clicked the “Order Your Tires” button, filled in their personal information, pressed the Checkout Button, but did not enter their credit card details.
      3. Submitted – customer has completed the Checkout process and paid the deposit for their order. This is the only order status type customer service should reach out to.
      4. Declined – customers credit card was declined, and the transaction was not processed.
   2. Manual Status Options
      1. Submitted – this is the initial state for all orders which have been paid
      2. In-process – use this status to show that the order is currently being worked on by a customer service representative.
      3. Installed – this means that the customer has had their tires installed and order has been paid in full- this is equivalent of “Order Complete”
      4. Canceled – this means the order was canceled in a number of ways- phone call from customer, in-store, etc.
2. There are two primary ways to find or filter Orders for processing:
   1. Clicking on the Arrows to the right of a column header to sort via that header.
   2. Use the Filters drop-down to filter orders as desired.
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      2. Processing orders with different statuses
         1. Filter to new orders by selecting “Submitted” from the Status dropdown in the filters section, click “Filter”
         2. Filter to in-process orders by selecting “In-Process” from the Status dropdown in the filters section, click “Filter”
         3. You can select multiple filters at once to search for orders.

Step 3: Processing an Online Order

1. Identify a “Submitted” order to process and reach out to customer to confirm to them that their order was received and confirm appointment details.
2. Create an invoice in Traction, ensuring the correct store location is selected.
3. Add customer to BayIQ using customer information
4. Verify Tire Stock:
   1. Check the “Supplier” column on the Tires – Online Orders page to verify tire availability.
      1. “On-Hand (Traction)” means the tires are available in-store and do not need to be ordered. If the column displays anything else, this will need to be communicated to the store- tires will need to be ordered.
   2. Communicate with the store location to confirm that:
      1. The tires are available and ready for pickup – or that tires need to be ordered by them.
      2. Any specific arrangements for customer pickup or appointment details.
5. Populate the invoice in Traction with order details:
   1. Click on the far right of each order, to open the order details page to enter the following in Traction:
      1. Customer name, address, email address, tire specifications (size, brand, model, etc.), and deposit paid by customer (10%) of order, and appointment request.
   2. In Traction - go back to open order listing and with the order highlighted, click on payment (F7)
   3. Enter “Payment Type”, in Tire Connect it is called “Payment Method”
      1. In Tire Connect, Payment Method can be found in the order details page underneath “Outstanding Balance”
         1. VISA/Mastercard (Webpay)
            1. In Traction:
               1. Select Payment Type: TCVM - Tire Connect V/M
               2. Leave ID# blank
            2. In MaddenCo:
               1. Select Tender Code: TCD
               2. Select Tender Name Tire Connect DEP / First Mile
         2. CFNA
            1. In Traction:
               1. Select Payment Type: TCCFNA - Tire Connect CFNA
               2. Leave ID# blank
            2. In MaddenCo:
               1. Select Tender Code: TCD2
               2. Select Tender Name Tire Connect DEP / First CFNA
         3. Affirm
            1. In Traction select Payment Type: VISA
            2. Enter “0000” into ID# field
         4. Enter deposit amount into paid (10% of order total) and click save
   4. Click back into invoice add note to order within Traction that includes the following:
      1. SSD User
      2. “Online Order”
      3. Status of Tires – if in stock or provide order delivery info
      4. Appointment Information
      5. Amount paid
      6. “Customer will need to show license and order confirmation on their phone at the counter to pick up”
      7. Example:
      8. Enter the same notes in the Customer Notes section at the bottom of the order details page in Tire Connect.
6. Check for Appointment Requests:
   1. In the lower right of the order details page, verify if the customer has requested an appointment. This is shown next to: “Preferred date and time”
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   2. If an appointment is requested:
      1. Verify store has availability at requested date/time, coordinate new date/time with customer if needed via their preferred method of contact.
      2. Proceed with creating an appointment in AllTrac- customer will receive notification and reminder 1 day prior to appointment.
      3. Add invoice number
      4. Attach open work order to appointment

Step 4: Finalizing the Order

1. After processing the order and acquiring tires (if needed), confirm all customer details and payment information in Traction.
2. Change order status to In-Process on order details page in Tire Connect
3. The store location will collect the remaining balance upon customer pickup or service fulfillment.

Steps for Online Lead Processing (Quote Follow-Up)

Step 1: Accessing the Lead List

1. Similar to Online Orders- Click on Reports and select “Tires – Online Leads”, which is located just below “Tires – Online Orders”
2. Sort the leads using the “Follow Up” and “Contacted” columns- or use the Filter to show only “Follow-up” “yes”.
   1. If there is a green check in the Follow Up column, it means the customer has requested a quote and would like to be contacted.
   2. A green check in the Contacted column specifies whether the customer has been contacted and the lead has been processed.
3. To follow up on a lead which has not yet been contacted, Click on the far right of an order to open the order details page
4. Reach out to the customer via their “Preferred Method of Contact” which can “Customer Information” section in the lower right corner of the order details page.
5. Templates
   1. Email Template:
      Dear [Customer's First Name],
      
      We’ve received your quote request #[Quote Number] for the [Tire Brand and Model] and wanted to reach out to see how we can assist you further. Whether you need help making a decision or have questions about the tire’s features, we’re here to provide the information you need.
      
      If you’re ready to complete your order, simply click on “Continue Shopping” in the quote email you received and follow the steps to finalize your purchase. Should you need any assistance along the way, don’t hesitate to reach out to us.
      
      Thank you for choosing Gills Point S—we look forward to helping you find the perfect tires!
      
      Best Regards,
      YOUR SIGNATURE
   2. Phone Template:
      
      

      Hello! This is [Your Name] from Gills Point S. I’m calling regarding your recent tire quote request, quote number [Quote Number], for the [Tire Brand and Model]. I wanted to check in and see if there’s anything we can help with as you consider your options.

      Assistance Offer

      Whether you're looking for advice on tire features or just need help deciding, we're here to support you with any questions you may have.

       Next Steps for Completing the Order

      If you’re ready to move forward with your order, you can complete it by clicking “Continue Shopping” in the email you received. That link will guide you through the final steps of the purchase.

       Final Offer of Assistance

      Of course, if you need any assistance along the way, please feel free to reach out to us.

      Closing

      Thank you for choosing Gills Point S Tire & Auto Service! We look forward to helping you find the perfect tires for your vehicle. Have a great day!

Step 2: Converting a Lead to an Order

1. If the customer would like to continue with their quote and place an order, direct them to click on “Continue Shopping” in the quote emailed to them, and follow the steps to finalize and make their purchase.
2. If the customer would like to change their quote open the lead by clicking “SHOW” on the right-hand side of the page. Then click “Order Tires”
   1. On the new page click the “Revise Search” button in the upper left corner of the order page and walk them through the selection process.
3. Whether the customer would like to proceed with purchase, or just wants the new quote emailed to them- you will need to click the “Email Quote” They will then need to open their email and click “Continue Shopping” to complete the order.
4. Add order notes to the Customer Notes section at the bottom of the order details page.
   1. In the order notes include the following: add standard contact notes
5. Mark the lead as “Contacted” at the bottom of the order details page- and look for duplicate entries in the Tires – Online Leads report and mark them as contacted as well to prevent contacting the customer twice.
6. Once an order has been placed, you will find a new order on the “Tires – Online Orders” page, where you will process an order per instructions in “Step 3: Processing an Online Order”
7. To start a new order from the beginning continue to the process below.

Steps for Entering an Order or Providing a Quote from a Call or Chat

Step 1: Access the online ordering tool

1. Start by creating a Tire Connect quote for the customer by visiting the Call Center Tire Connect Widget (this should never be sent to a customer): https://app.tireconnect.ca/instore/11d0e32c21f5d9bb65de389a9eb5f5ea#!search?location_id=41691&search_by=size
2. This widget is only for your use and should not be distributed to anyone, especially not the customer.
3. Select the correct store based on the caller ID and verifying with customer, by clicking “Change Location” button in the upper left.
4. Walk the customer through the selection process.
   1. Here, you can search by more options than are available to the customer, which include:
      1. Tire Size, Vehicle, Raw Size, Part Number, VIN, and License Plate.
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5. Change “Inventory:” on right hand side of page above the tires to: On-Hand (Traction) to see inventory available at the selected store. (you will not be ordering tires from suppliers at launch of this tool)
6. Confirm the correct quantity is available- If all 4 tires are not available in-store, process the order in Traction and bypass Tire Connect- no deposit will be required.
7. Inform the customer that we only require a 10% non-refundable deposit for online orders, and do not require they pay the entire balance, which is payable in-store upon installation.
   1. Deposit Script:
      "We’ve introduced a small 10% deposit to help ensure that we can set aside your tires and have them ready for you when you need them. Unlike many online orders that require full payment upfront, we only ask for a partial deposit to make the process as convenient as possible."
8. Confirm whether the customer would like to place order or just receive a quote- either way their next step will be to access the quote via email to continue.
9. If the customer would like to proceed, click the “Email Quote” button in the lower left and enter their contact information. Click “Send Email” when complete.
10. Direct the customer to complete and pay for their order by clicking the “Continue Shopping” button in the email and walking through the checkout process when they are ready.
11. Refer to Step 3 to process the online order once received.