Redirecting to default login.. FAQ – Fleetback Campus

How can we help ?

They're called Frequently Asked Questions for a reason: you're probably not the first person to ask!
Have a look below.

How to create a user?

Prerequisites: Have “Dealer Manager” rights in Fleetback

  • Sign into your account
  • Click on “Configuration” in the menu
  • Click on “Users” in the “Management” submenu
  • Click on the “Add a User” button
  • Enter the information and rights of the user
  • Select the dealership(s) concerned
  • Click on “Save”

 

For more information, please refer to the Web App> Management> Configuration> Manage Users> Add User section.

I lost / forgot my password

  • Log in to: https://www.fleetback.com/login
  • Click on “Forgot your password?”
  • Enter your email address
  • Check the “I’m not a robot” box
  • Click “Send a reset email”
  • Consult your mailbox

How to add a device?

Prerequisites: Have “Dealer Manager” rights in Fleetback

  • Sign in to your account
  • Click on “Configuration” in the menu
  • Click on “Devices” in the “Configuration” submenu
  • Click on the “Add a device” button
  • Select for which application the device should be added
  • Enter a name for the device to add and click on “Add”
  • Scan the bar code generated with the device to be added

 

For more information, please refer to the WebApp> Management> Configuration> Add Device section.

My files do not sync

There are several possible solutions:

  • Check the connection of the device to the Internet
  • Check that the device is up to date
  • Check that the latest version of the application is installed
  • Write an email to support@fleetback.com specifying the dealership, the name of the device and the blocked file(s)

Application in the background

It is recommended that you do not close the application before syncing because some devices block the synchronization in the background.

I get disconnected on the web app

This can be caused by an unstable Internet connection. If this happens often, contact your IT department.

Can I use my personal phone?

Yes:

  • The interventions are not stored on the device
  • Interventions are not sent with your personal data (except in case of sharing files

For more information, see Mobile App> History> Sharing a file

How can I contact support?

  • By using our Contact form
  • By writing us an email at support@fleetback.com
  • Or, if it’s urgent, by calling us at +32 2 80 80 828 (be aware that this is a Belgian number – please do not forget the country extension +32)

Can I send a file to several people?

It is currently not possible to send an intervention simultaneously to several people, however you can duplicate your file and send it to different people or share the link and transmit it to different people.

What can I do with my Fleetback profile?

Here are the different roles available in Fleetback along with their rights:

Dealer Manager

  • Accesses the various configuration menus of the application
  • Accesses the various statistics menus of the application

Back office

  • Logs in to https://www.fleetback.com
  • Creates a new intervention
  • Sends an intervention created on the mobile app
  • Views the intervention history
  • Accesses the CRM / Customer functionality

Salesperson

  • Logs in to https://www.fleetback.com
  • Creates a new intervention in Sales mode
  • Sends an intervention created on the mobile app
  • Views the intervention history in Sales mode
  • Uses the app in Sales mode

Technician

  • Uses the app in After-Sales mode

Auditor

  • Uses the Oditoo app

Audit Manager

What statistics can I consult?

  • Average number of photos per intervention
  • Average number of videos per intervention
  • Proposed amount
  • Accepted amount
  • Revenue rate
  • Average shopping cart
  • Conversion rate
  • Status of interventions
  • Top contributors

For more information, please see the Web App> Management> Statistics section

What should I check before sending a file?

You are strongly advised to:

  • Check your customer’s contact information
  • Check the vehicle’s information
  • Check your message
  • Check your imported quotes and your Fleetback quote
  • Use the “Preview” feature to consult the final intervention sheet that your customer will receive.

Tips for taking photos or videos

Before:

  • Unlock the orientation of your device (do not leave it in portrait mode)
  • Hold your device in landscape mode.

During:

  • Start by filming the license plate (in order to identify the vehicle) in the case of an intervention in after-sales mode.
  • Turn off the sound if you do not need it
  • Use the flash wisely as it can be reflected on metal parts

After:

  • Play your video / view your photos before sending the intervention

How do I add a brand to my dealership?

You can contact our Support team to request a new brand for your dealership.

How do I allow in-app and browser notifications?

When you open Fleetback, an authorization window will appear at the top of your screen.

Click on “Allow” to enable notifications.

You will now receive in-app and browser notifications, for example when a customer uses the chat.

You can also manually activate notifications at any time by clicking on the padlock icon in your browser URL and selecting “Allow notifications”.

Fleetback in a few words

Fleetback App is a web and mobile application that allows dealers to communicate transparently and responsively with their customers through photos and videos sent via SMS and email.

 

Goals

Fleetback provides modern and easy digital solutions that allow car dealerships to:

  • Enhance their performance
  • Save time
  • Boost sales
  • Improve customer relationship & customer experience

 

By using Fleetback, dealerships allow their customers to get:

  • Personalized video messages explaining what’s going on with their car
  • A checklist to approve the works to perform on their vehicle
  • A complete overview and status of their car
  • Full trust and transparency with their dealerships

Use cases

Some examples of use cases:

  • Answering a customer question about a vehicle for sale (used or new car)
  • Sending a prospect a video of the vehicle they’re interested in
  • Explaining the works performed on a vehicle
  • Recommending additional work
  • Approving of works and of the quote online
  • Reducing time spent on the phone
  • Improving internal communication
  • Performing a complete and transparent follow-up

Components

Mobile App

  • Identifying the intervention
  • Taking videos / photos
  • Performing a checklist
  • Sending files externally (customer or warranty company) or internally (Reception, Service Advisor, Technician, etc.)

 

Customer page

  • Consulting the intervention
  • Approving additional works
  • Providing feedback

 

Back Office (Web app / desktop)

  • Consulting the intervention
  • Editing data
  • Sending to the customer
  • Viewing and exporting statistics

Downloading the app

First things first

  • Make sure you are connected to the Internet
  • Make sure the device has the latest available updates (Settings> General> Software Update)
  • Make sure you have an iTunes or Google Play account

 

App Store

Visit the Apple App Store or the Google Play Store and search for “Fleetback.” Select the application published by “ARHS Spikeseed” and install it.

Configuring the application

First launch of the application

Search for the app named “Fleetback App” among your installed apps, or click directly on “Open” after downloading the app from the Apple Store or Google Play Store. Start the application.

 

Adding the new device on the Back Office (website / desktop)

Please contact the person who has the dealership administrator role in Fleetback.

More details can be found in the Web App> Management> Add Device section

 

Pairing the application

Return to your Fleetback App. You can now click on “Scan.” Allow the app to access the camera on your mobile device.

Then scan the QR code generated in the previous step, making sure to focus the lens of your camera on the QR code.

Your mobile app is now paired with your dealership!

Presentation of the menus

Main menu

New

In the “New” menu, you have the option to create a new Fleetback intervention. To do this, enter a file identification number. You can also scan a bar code or a license plate.

 

Interventions (history)

In the “Interventions” menu, you can access the history of the interventions created within your dealership. They are sorted by creation date, from the most recent to the oldest.

In addition, the intervention category is indicated by five different logos corresponding to the usage modules available in the two modes. The “After-Sales” module includes three modes: “Mechanics”, “Bodywork”, and “Warranty”, while the “Sales” module includes two modes: “Used Car Stock” or “Direct Message”.

For more information, please refer to the section Mobile App> After-Sales Mode> The Three Modules

A search bar is also available at the top of the screen, in which it is possible to search for an intervention via its file identification number, which you can scan, or by any other keyword entered in the intervention’s fields.

 

Settings

In the “Settings” menu, you can view information about your application and you can change the language or the mode.

 

Version

You can check which version of the Fleetback App you are currently using.

 

Identifier

The identifier corresponds to the name assigned to your mobile device during its pairing with the dealership.

For more information, refer to the section Mobile App> Quick Start> Configure> Pairing the Application

 

Pairing the device

The sub-menu “connected to” displays the name of the dealership that was paired with your mobile device using the Fleetback App.

 

Modes (Sales / After-Sales)

The two available modes are “Sales” and “After-Sales”. The ability to activate these modes depends on your dealership administrator.

If you have access to each of these modules, you can click on the current module, and then select the desired module.

For more information on the Sales Mode, please refer to the Mobile App> Sales Mode section

For more information on the After-Sales mode, please refer to the Mobile App> After-Sales Mode section

 

Language

Here you can select the language of your choice from the many languages ​​available for the Fleetback App.

As of May 2021, Fleetback is available in:

  • English
  • French
  • German
  • Dutch
  • Spanish
  • Italian
  • Portuguese
  • Swedish
  • Norwegian

Wi-Fi / 3G / 4G connection

The internet connection is required for:

  • Starting the application for the first time
  • Sending interventions to the Back Office
  • Retrieving a new configuration from the Back Office

With no Internet connection:

  • One or more interventions can be performed but cannot be sent
  • The sending to the Back Office will be done when the connection is re-established

The use of the application outside the dealership is possible, but synchronization will take place when you have an Internet connection again.

To prevent the use of cellular data for the app: Settings> Cellular Data> Fleetback (only on iPhone)

The three modules

When you use the Fleetback App in “After-Sales”, you have access to three modules once a new intervention is created.

The “Mechanics” and “Bodywork” modules let you perform a vehicle overview and communicate with your customers about the works to be done on their vehicle.

The “Warranty” module lets you store relevant elements in a warranty file, for direct or subsequent communication with a professional (expert, insurer, etc.).

Creating an intervention (Mechanics / Bodywork)

Manual identification or via scan

In the “New” menu, you have the option to create a new Fleetback intervention. To do this, enter a file identification number (e.g., RO number, plate number, customer name…)

You can also scan an identifier (e.g., the bar code of a work sheet or a QR code).

To do this, simply click on the “Scan” button.

The camera function of your mobile device will then activate, and you can scan the desired code.

 

Choosing the mode

Choose the type of intervention you want to create: “Mechanics” or “Bodywork”.

See Mobile App> After-Sales Mode> The Three Modules

 

Brand

You can now select the manufacturer’s brand corresponding to the vehicle concerned by the intervention. This will generate a customer page corresponding to the brand’s visual identity.

 

Checklist

You then have access to a list of recommendations predefined by your dealership administrator. You can select a recommendation by clicking on it. The line concerned will change to green, indicating the status is “Ok”.

If you wish to inform the customer that some work is “Recommended”, click the line a second time. The symbol changes to an exclamation mark and the line color changes to orange.

If you wish to inform the customer that some work is “Urgent”, click the line a third time. The symbol changes to a danger sign and the line turns red.

To cancel your selection of a recommendation, click a third time on it.

You can also “search” for a recommendation in the search bar / magnifying glass.

To add a recommendation that is not on the list, click the “+” button (on iOS) / or “add an item” (on Android).

A free text field appears where you can name your custom recommendation.

The number of selectable recommendations is not restricted.

When you have selected all the desired recommendations, click “Next”.

 

Media

You can now add media (photos or videos) to your recommendation. If you click on “New photo”, your camera app will open automatically in photo mode. If you click on “New video”, your camera app will automatically open in video mode.

The authorization of the microphone and the camera are required for the first launch.

You can now take an explanatory video of the problem found on the vehicle. You can also take pictures by clicking on the “Picture” button.

For best results, Fleetback recommends you always film or take snapshots in landscape mode. Once your media items are saved, click on the “X” icon at the top right.

 

Gallery

You can switch modes once your camera app is open, or go to your device gallery to select existing media.

You have the option to edit and delete your current media items, as well as to make them private or public.

When you are satisfied with your media items, click on the “Next” button.

To see all the camera options on the mobile app, please refer to the section: Mobile App> Media

 

Internal message

You can leave an internal message with or without video. You can also click “Contact me” to let your colleagues know they should contact you.

 

Summary

You are now at the final stage of the intervention creation.

The Summary page displays the number of recommendations selected and the total price, if available.

 

Proposed amount

This is the total price amount for the work proposed in the “recommendations.” If no price is entered, the person in charge of the billing must complete it manually.

 

User

Choose your name from the drop-down menu by clicking on the box.

 

Assignee

If you need to assign the intervention to a colleague, you can select them in the list. The list expands when you click on the box.

 

Time to reply

This is a deadline for an expected response. You can activate it or not. This indicates to the customer the deadline for them to respond in order for the necessary works to be performed so that the vehicle is returned at the originally scheduled time.

Click on the currently indicated time and select the desired time.

 

Customer is waiting in the dealership

If the customer is already at the dealership, you can let your team know by clicking the button.

 

Finish

This is used to create the intervention and to synchronize it on your dealership’s web application where the person concerned can then finalize it and send it to the customer.

It is recommended that you do not close the application before syncing because some devices block the synchronization in the background.

This process can take a few seconds depending on the bandwidth available on your Internet network and the number of videos and photos taken.

The progress status is displayed at the top of your screen or in the “Interventions” menu (only on iPhone).

More information can be found in the section: Web App> After-Sales> Create / edit an intervention (mechanics / bodywork / warranty)

Creating / editing an intervention (Warranty)

The process is the same as for the previously described “Mechanics / Bodywork” intervention. The only difference in this “Warranty” module is that the “list of recommendations” is not available in this module.

Here are all the steps required to create a warranty intervention:

 

Manual identification or via scan

In the “New” menu, you have the option to create a new Fleetback intervention. To do this, enter a file identification number (e.g., RO number, plate number, customer name…)

You can also scan an identifier (e.g., the bar code of a work sheet or a QR code).

To do this, simply click on the “Scan” button.

The camera function of your mobile device will then activate, and you can scan the desired code.

 

Choosing the mode

Choose the type of intervention you want to create: “Mechanics” or “Bodywork”.

See Mobile App> After-Sales Mode> The Three Modules

 

Brand

You can now select the manufacturer’s brand corresponding to the vehicle concerned by the intervention. This will generate a customer page corresponding to the brand’s visual identity.

 

Checklist

You then have access to a list of recommendations predefined by your dealership administrator. You can select a recommendation by clicking on it. The line concerned will change to green, indicating the status is “Ok”.

If you wish to inform the customer that some work is “Recommended”, click the line a second time. The symbol changes to an exclamation mark and the line color changes to orange.

If you wish to inform the customer that some work is “Urgent”, click the line a third time. The symbol changes to a danger sign and the line turns red.

To cancel your selection of a recommendation, click a third time on it.

You can also “search” for a recommendation in the search bar / magnifying glass.

To add a recommendation that is not on the list, click the “+” button (on iOS) / or “add an item” (on Android).

A free text field appears where you can name your custom recommendation.

The number of selectable recommendations is not restricted.

When you have selected all the desired recommendations, click “Next”.

 

Media

You can now add media (photos or videos) to your recommendation. If you click on “New photo”, your camera app will open automatically in photo mode. If you click on “New video”, your camera app will automatically open in video mode.

The authorization of the microphone and the camera are required for the first launch.

You can now take an explanatory video of the problem found on the vehicle. You can also take pictures by clicking on the “Picture” button.

For best results, Fleetback recommends you always film or take snapshots in landscape mode. Once your media items are saved, click on the “X” icon at the top right.

 

Gallery

You can switch modes once your camera app is open, or go to your device gallery to select existing media.

You have the option to edit and delete your current media items, as well as to make them private or public.

When you are satisfied with your media items, click on the “Next” button.

To see all the camera options on the mobile app, please refer to the section: Mobile App> Media

 

Internal message

You can leave an internal message with or without video. You can also click “Contact me” to let your colleagues know they should contact you.

 

Summary

You are now at the final stage of the intervention creation.

The Summary page displays the number of recommendations selected and the total price, if available.

 

Proposed amount

This is the total price amount for the work proposed in the “recommendations.” If no price is entered, the person in charge of the billing must complete it manually.

 

User

Choose your name from the drop-down menu by clicking on the box.

 

Assignee

If you need to assign the intervention to a colleague, you can select them in the list. The list expands when you click on the box.

 

Time to reply

This is a deadline for an expected response. You can activate it or not. This indicates to the customer the deadline for them to respond in order for the necessary works to be performed so that the vehicle is returned at the originally scheduled time.

Click on the currently indicated time and select the desired time.

 

Customer is waiting in the dealership

If the customer is already at the dealership, you can let your team know by clicking the button.

 

Finish

This is used to create the intervention and to synchronize it on your dealership’s web application where the person concerned can then finalize it and send it to the customer.

It is recommended that you do not close the application before syncing because some devices block the synchronization in the background.

This process can take a few seconds depending on the bandwidth available on your Internet network and the number of videos and photos taken.

The progress status is displayed at the top of your screen or in the “Interventions” menu (only on iPhone).

More information can be found in the section: Web App> After-Sales> Create / edit an intervention (mechanics / bodywork / warranty)