Coming Soon to Fleet: Service Opportunities
Service opportunities will soon be coming to your Fleet dashboard. This capability will help consumers who require service or maintenance, and don't currently have a dealer, to connect with nearby dealers for assistance. The FAQ below includes more information* about program details. If you require further information about this program, please contact your TDM. Feature availability timing will be communicated in Q1 2023.
*Program rules and details are subject to change at any time at the sole discretion of Generac Power Systems
Who is eligible to receive service opportunities?
In order to participate in this program and receive new customer service opportunities you must adhere to the following standards:
- You must be a Generac service dealer with GenService login credentials
- You must have at least one qualified Generac Service Technician who has completed service training and purchased necessary service parts kits.
- You must opt-in to receive opportunities, located in your dealer settings within Fleet
How do I maintain my eligibility to continue receiving service leads?
Participating dealers will be evaluated based on the following criteria:
- Engagement Rate – Opportunities that are Rejected or Lost will have a negative impact on the dealer’s engagement rate measurement.
- Fleet conversion rate –Accepted service opportunities converted to enrollment in dealer managed remote monitoring in Fleet.
- Customer Reviews – CSAT will be collected through survey process and ranking factor will influence core rank.
Is there any evaluation whether I am qualified to service the opportunity? (LC vs. AC)
Type of unit will be validated against technician qualifications in GenService
Can my leads be taken from me?
Opportunities that are not accepted or rejected within 48 hours will be removed from your new opportunities. We will evaluate accepted opportunities that have not had their status updated after XXXX amount of time. Opportunities that have not been updated or closed within XX amount of time could be removed from your opportunities.
Does my preferred dealer status in Mobile Link have any bearing on whether a customer can be delivered as an opportunity to another dealer? Does this mean the rules for “protecting” a customer from being contacted by Generac change due to this new program?
The lead delivery process will verify if there is a known dealer relationship for the generator, using the generator serial number. When a match is found, the lead will be delivered to the dealer found associated with the generator. A known dealer relationship will be verified with the following criteria:
- Fleet Dealer Managed
- Mobile Link - Preferred Dealer
- Fleet – Unmonitored
We will not validate for:
- Registration Dealer
What if the installation is not code compliant? Does it impact my service rank if I decline?
Dealers can close the lead as “Installation not code compliant”. Leads closed with this reason will not negatively impact the close rate.
How do I receive opportunities? Where will I receive leads?
Leads will be delivered through the Fleet application in a new Service Opportunities view.
What kind of information are you going to give me about the opportunity?
When new opportunities are delivered, you will be provided with information about the consumer and the generator, including the location. After accepting an opportunity, you will have access to additional information about the consumer, including their contact information and contact preferences.