Did you know the new Dealer Case Management (DCM) system allows U.S. GM dealership service technicians to create, view, and update GM Technical Assistance Center (TAC) cases in real-time? DCM increases the speed and efficiency of case management to help improve communication with technicians, and in turn, enhance the quality and service experience for GM customers.
Using the DCM system, technicians have the ability to quickly communicate back and forth with TAC advisors. (Fig. 1) There is no need to take notes because all communication is documented in the DCM system. A list of case activities at the bottom of the screen show how the case has progressed as well as its current status.
Fig. 1
目前，用户的平均是对反馈的不到15分钟的响应时间，这意味着技术人员在手机上花费更少的时间，更多的时间解决客户关注和建立更强大的客户关系。
Dealer Case Management App
要访问DCM，请转到GlobalConnect上的App Center。从“部门”下拉菜单中选择“服务”，然后从应用程序列表中选择经销商案例管理系统和资源。将出现DCM启动框。单击“启动”按钮以打开应用程序。（图2）
Fig. 2
The system includes case management for the Voice of the Customer (VOC), Customer Assistance Center (CAC), and Technical Assistance Center (TAC). With these systems combined, dealerships can manage all customer issues from one central location.
Training Aids
There are several training aids available for learning about how to use the DCM system. To begin, select the App Resources button that is included in the DCM launch box on GlobalConnect.
From the DCM training main page, select the link to TAC to access specific training materials about using the DCM system for TAC cases. (Fig. 3)
Fig. 3
The training page includes training developed for each specific business unit. It features various types of learning methods based on your preference, including:
- DCM Reference Guide
- How-to videos (Fig. 4)
- Center of Learning Web-based training (four part module)
- Recorded WebEx sessions
- Job aids
Fig. 4
在“入门”选项卡中，技术人员可以查看一些关于使用DCM系统的基础知识，例如：
- How to open a TAC case
- How to review a TAC case & add attachments
- How to request to close a TAC case
- How to search for existing TAC resolutions
TIP:Also check out course VMVDC.M17W2 Dealer Case Management: Technical Assistance Center (TAC) Case Handling on the Center of Learning. It’s a short, interactive course for service technicians.
TheseDCM TAC常见问题解答also provide more information. (Fig. 5)
Fig. 5
– Thanks to Elizabeth Hathaway
