People
The director of our department (Fixed Operations)
Anne Hoffmaster
If a client needs assistance entering a parts order, they would reach out to this support team.
Parts Support (FOP)
If you are working from home and need to join a meeting, you would use this tool.
Zoom
When sending a case to another department, your case will automatically change to this status.
Transferred
If you need to call in sick, let us know you will be tardy, or need to leave early, you would contact this group.
Support.scheduling@cdk.com
The HR generalist for the Norwood office
Aundrea Waller
If a client needs help with a Repair Order, they would reach out to this support team.
Service (FOS)
Before and after your 1x1 meetings with your supervisor, you can log and view notes in this tool.
MyCareer
After leaving a voicemail asking the client to give you more RO examples, you would change your case to this status.
Waiting for Client
If you have questions about enrolling in your benefits, you would reach out to this group.
helpmeHR@cdk.com
The VP of Customer Care
Jeff Beals
If a client did not receive their daily communications from the manufacturer, they would reach out to this support team.
Dealer Communications Systems (DCS)
If your workload gets too high, you can request fixer time in this tool.
Verint
When the issue in your case is a known issue or defect, you would mark your case with this status.
Product Issue
If you run into issues with any programs on your PC, you would reach out to this group.
helpmeIT@cdk.com
The name of any Parts and Service Supervisor
Shelly, Jason, Matt, Abby, Angela, David
If a BMW dealer gets locked out of their manufacturer website, they would contact this support group.
The BMW Help Desk
When working with your peers and team, you can thank them and write them a recognition in this tool.
Spotlight
When you have a case where the client is also working with a support representative from the manufacturer side, or another group, you would mark your case as this status.
If you have a case that needs to be treated with high priority, but needs to get to another department (ie dealership's entire network is down) you would transfer the case, and reach out to this team.
WFMTeam@cdk.com
The Customer Care Manager of Parts and Service.
Cheryl Neeley
This application supports Ford Smartt, as well as appointment scheduling via CDK Lane
CDK Service
If you are looking to find a SOP or other helpful notes/documentation, you can find it on this tool.
SharePoint
When you have given the client a resolution or answer, and you have tried 2 contact attempts in 2 days, you should mark your case with this status.
Resolved Waiting
If your supervisor is out of the office, you can reach all other members of management by emailing this group.
DS_SUP_FOPMGT@cdk.com