General Questions
1. How does OnPoint determine when maintenance reminders are due?
Each communication is sent based on your customer’s individual driving habits and/or the factory recommended service interval for the specific vehicle.
2. Why does OnPoint access my RO data on a daily basis?
By looking at your data daily, OnPoint knows which customers have recently serviced their vehicles and therefore avoids sending unnecessary and redundant communications.
3. Why does OnPoint mail on a daily basis?
Mailing monthly, even weekly, creates surges in service drive and phone traffic when all customers receive communications at the same time. Mailing daily helps keeps your service drive traffic consistent.
4. How do I get more email addresses?
OnPoint sends your entire managed database through a weekly e-append process to update and find the most current email addresses for your retailer.
5. How do I access my email addresses?
Customer lists are available online 24/7 via your OnPoint Portal or contact PHQ and your OnPoint Marketing Specialist will be happy to pull requested reports and send them to you.
Communications
1. When does a customer receive the Inactive - Recapture communication?
A customer will receive an Inactive - Recapture communication when they have failed to respond over the course of two consecutive maintenance intervals.
2. Can a dropped customer become active again?
Yes. Any customer who visits your service department will be activated (or re-activated) on the program.
3. When does the customer receive the Supplemental service communication?
A customer will receive the Supplemental service communication at the mid way point between when they purchased the vehicle and when their 1st service is due.
4. When does the customer receive the Ongoing Supplemental service communication?
A customer will receive the Ongoing Supplemental service communication at the mid way point between their 1st and 2nd service interval and between their 2nd and 3rd service interval.
Customization
1. How does OnPoint communicate to customers that have purchased a vehicle with 1st service covered or that have Platinum coverage?
For the appropriate vehicles, OnPoint leverages messaging that makes reference to the 1st service being covered within all communications leading up to the 1st service and references Platinum Coverage on all relevant communications throughout the duration of the coverage.
2. How are recommended services that are declined captured and utilized within the program?
There are two options available for capturing and generating declined service communications. We can either utilize op codes/condition codes provided within the DMS extract or we can generate communications on based comments entered directly on the RO.
3. Can I add personal or custom messages/images to my retailer’s communications?
Yes. Contact PHQ and your OnPoint Marketing Specialist will be happy to help you set up your custom messaging.