Reputation Management - New Client Setup
This guide will walk you through all the steps for setting up all the components of our reputation management product from the time of sale to the completion of setup and support. If you need further clarification on any of the steps, please reach out to Grant Gooch.
***FOR WEBSITE REVIEW TOOL ONLY CUSTOMERS***
Skip all intake and outreach, dealer access, review settings, and integration steps, labeled below.
New Sale Process
At the time a new sale comes through Salesforce and Reputation Management products are added to the account, a setup Fulfillment Request will be generated for each RM product, which should appear in the RM Setup section of the DS DigMS Setups & Takedowns dashboard that has been made for Juniper in Salesforce.
Outreach - Josh (ONLY necessary for Managed Review Response and/or Automated Review Invitation setups)
Once the new client card is created on the reputation management board, we are ready to kick off the outreach portion of the setup. It will start with moving the newly created client card to the “Outreach” list, where it will be queued up for Josh to start contact with the dealer. He will complete the outreach and intake steps for gathering all initial information, as well as gaining access to both Google and Facebook/Meta; “Owner” level access for Google and “Admin“ level access for Facebook.
Google Accounts Used For Access Requests:
All Leadventure - repman@leadventure.com
You will need to select the correct business group either ARI or DS and provide the business group ID. It's a string of 5-6 numbers that the dealer will need to add as a user.
Facebook:
Once Admin Access has been granted you will need to add the Merchant-Centric user to the page by searching for the page and using the “Add People” button. From there you can search for the Merchant-Centric user and click all permissions possible and click “add”.
Once we have the information needed for setup and access to both platforms with the correct level of credentials, the outreach team will move the card back to the “Outreach Complete” list on the reputation management board. Now, with that out of the way, we’re ready to complete the rest of the setup.
Loose Intake Script:
Introduction
I am calling to discuss your recent reputation management purchase with [insert brand]. We have a few questions before we can start; do you have a moment?
Questions - (Have the client card open so you can enter the information as you go)
Are you going to be my contact for reputation management at the dealership?
(If multi-location and they didn’t purchase for ALL locations) - Which locations are we going to be managing, and who is the point of contact for EACH of those locations? - We need names, emails, and phone numbers for each location & contact.
To make the best use of our Reputation Management tool, we will need DMS Transactional Access if applicable(see no DMS bullet point).
What type of DMS do they use, and what is their DMS ID? (Need this information added to the client sheet)
If no DMS, EVERY MONTH, we need an updated list of your most recent customer emails and names. This allows us to ask for reviews from your recent customers while their experience is fresh in their mind.
Do we have your permission to display a feed of your most recent reviews on your website? It will only post 4- and 5-star reviews.
Do you want to be notified of ALL new reviews or only the negative ones?
With your package, you also get Managed Review Response services. This means we will professionally respond to all your reviews.
For negative reviews, we have an escalation process. We email your dealership with how we intend to reply in case you would like to provide feedback.
Dealers will also have access to the Reputation Management Dashboard – access and training to the platform will be provided by the reach-out (Juniper) team.
Is there anyone else at the dealership who would like to be notified of reviews or access the Reputation Management platform? (Get the name and email address)
Just so we’re clear, you go by (dealership name), correct? We just want to make sure we’re putting the correct information into our directory management tool.
Next Steps
Outline your next calls and the level of access you will need to the tools.
Explain that there will be multiple accounts added to their GBP for our tools to function properly.
Gather any questions they have for next time.
Set up the follow-up call, email, etc…
Record the call in the Trello card and update the intake status
Grant User Access For Facebook - Josh
Locate the page
Add the merchant-centric user as an admin on the page
Mark the connection as complete on the MC spreadsheet
LV Tool Setup - Juniper:
We are going to set up the review monitoring, review feed, and review generation parts of the reputation management product. Our Reputation Management product helps dealers view and manage their Google & Facebook reviews. Most importantly, we help them grow the number of new reviews through automated Review Invitations via email and text using DMS integration.
This document covers the process Fulfillment team members will go through to set up new clients.
The Reputation Management Control Panel
Dealer Spike – https://ds.customerconnections.io
Net Driven - https://nd.customerconnections.io
*Contact your manager if you need login credentials.
Access a Client Account
Once logged into the Reputation Management platform, click the gear icon at the top-right of the screen
Click “Account Management” in the drop-down list
Using the Search field at the top-left of the page, enter the client’s full or partial dealership name. This will list any dealer with your search term in their name, address, phone number or website URL.
Once you’ve located the dealership, click Select This Dealer in the corresponding row.
Once loaded, you will be on the Reputation Management Admin screen.
You may return to this page at any point by clicking the gear icon at the top-right of the screen, then click Reputation Management Admin in the drop-down list.
If you’re unable to locate an account, be sure to try the dealership's phone number and address in order to avoid adding a duplicate account.
If the Account Doesn’t Exist: Create a New Account
If the dealer account doesn’t exist, click Add New Dealer in the top-right of the screen and enter the account information.
Once you click Create, you’ll land in the Reputation Management Admin section and can continue the setup process.
Enter Dealer Information
There are five tabs in this section. Following is a description of the fields that must be updated under each tab.
Account Settings
LeadVenture Suite #: Enter the client’s Suite # from Salesforce.
Open the Setup Fulfillment Request for the dealer’s RM product
Scroll down on the Details tab to the field titled “Netsuite Customer ID” within the Customer Details.
Grab the value from the Netsuite Customer ID field.
Time Zone: Select the client’s correct time zone.
Reputation Management: Select the ON position.
Review Widget on Site: Select the ON position to enable the Website Review Feed.
Install the widget onsite and add the Website Review feed to the page - See the full guide here: https://arinet.atlassian.net/l/cp/KKzt2gSc
Tracking Script: Add this script to the header of every page of the dealer’s website
Send an email to the following email address:
For ARI, use: updates@arinet.com
For Dealer Spike, use: support@dealerspike.com
The email body should contain the following:
Subject: Add Script | [Dealer’s Name]
Body: Please add the following script to the header of all pages of [Dealer’s Name]'s website: [WebsiteURL.com]
Script: [Paste the script]
If a script with the following URL exists on the site, could you remove it before adding the above script, as the new one is a more optimized version?
Dealer Information
Dealership Name: The ‘preferred’ dealership name.
Dealership Home Page URL: The dealership’s website URL.
Phone: The primary phone number.
Industry: The industries this dealer represents. Ctrl-click to select multiple industries.
Address: The dealer’s street address.
City: The dealer’s city.
State: The dealer’s state.
ZIP Code: The dealer’s ZIP code.
Review Settings (ONLY necessary for Managed Review Response and/or Automated Review Invitation setups)
Review Invitation “From:” Email: The email address that Review Invitations will be sent from. This is also the reply-to address. Must be a dealership business email address.
DO NOT enter a Gmail, Yahoo, Comcast, Hotmail, etc. email as they will be rejected by ISPs.
Review Invitation Name: The first and last name of the person at the dealership the review invitation is from. Note: Dealership Name can be used here instead of a person’s name if the dealer prefers.
Review Invitation Phone: The phone number of the person at the dealership the review invitation is from. This is typically the dealership phone number, but sometimes a direct line.
Review Invitation Daily Limit: The max number of Review Invitations the system will send each day. 100 is the default. Do not exceed 200.
Review Invitation Limit Between Requests: The number of days that must pass before another review request is sent to a customer. 30 is the default.
Review Invitation Default Email Message: The default review invitation email message.
Review Invitation Default Text Message: The default review invitation text message. Keep this short for a better response.
Facebook Enabled: Imports reviews from Facebook into the system.
Facebook Page ID: The dealer’s Facebook page ID can be found by a Page Admin by going to their page and clicking About. You may also use: https://lookup-id.com
Google Location ID: Once the account has been added to the repman@leadventure.com email address, use the yellow “Lookup Account” button to search for the listing. Start typing the business name until you see the listing with the correct address and click “Use this location”
Google Review Count: Logs the number of reviews & the star rating at the time our Reputation Management service begins. You may add these numbers manually, or they will populate directly from Google after the client has authorized our connection with their Google Business account (Authorizations link in the main navigation).
Review Routing
Enable Facebook Review: This enables Review Invitations to include a link to leave a review on Facebook. Note: It’s possible for a dealer to deactivate Facebook Reviews. If this is the case, do not enable Review Routing to Facebook.
Facebook Review URL: Go to the client’s Facebook page and click on Reviews. Copy and paste the URL into this field.
Enable Google Review: This enables Review Invitations to include a link to leave a review on Google.
Google Review URL: This link can be found in the dealer’s Google Business Profile Manager (https://business.google.com). The dealer should include the link in the Authorizations section from the main navigation. See the Authorizations section below for more details.
You can also get the Google Review URL this way:
Visit the Place ID Finder in the Google Maps developer platform.
Search for your business in the search bar.
When your business pops up, copy the place ID series of numbers and letters.
Paste the ID in the URL below.
https://search.google.com/local/writereview?placeid=<place_id>
DMS Integration (ONLY necessary for Managed Review Response and/or Automated Review Invitation setups)
Select the client’s DMS from the drop-down menu.
Enter the details in the fields that appear.
Lightspeed
Input Dealer’s Lightspeed # into the DMS Dealer ID field & check the ENABLE box for Customer Data.
Enter the Lightspeed Dealer Number into the Lightspeed Number field.
Add a Store Name per the dealer’s instructions ONLY if the dealer is part of a dealer group.
If the customer has Rep Man only, select PSMCustomer from the Current API Account box (with this selection, Lightspeed will send only customer transaction data).
If the customer has AEM AND Rep Man, select PSMCustomerVehicle (with this selection, Lightspeed will send transaction and inventory data).
Send email to jon.renak@lightspeeddms.com with a request to enable integration for this dealer. Include their Lightspeed Dealer Number.
Lightspeed will respond to notify us that the dealer can now approve the integration.
Contact the dealer and have them:
Log into Lightspeed
Click on “System,”
Click “Subscriptions,”
Enable the “LV/PSM Customer Data” integration
DX1
Dealer or DX1 support will create a customer report to send to DX1Customers@reviewinvitations.com. The report must include the dealership name in a column of the report. The name will need to be entered using the exact same characters into the DX1 Dealer ID field.
Talon
Input Key ID into the DMS Dealer ID field
Send Instructions to the dealer for installing & Configuring the Talon Connector
Lizzy/Nizex
Send Instructions to the dealer for configuring integration within their program & generating an API key to send back to the Support Team:
Login to Lizzy
Click on ‘Allow Access’
Click the Generate API Key button and input this key into the Nizex/Lizzy ID field in the LV Reputation Management Authorizations interface
Enter in this IP address into Lizzy - 52.188.205.23:3389
Check all the checkboxes below the IP Address field
Motility
Request the following data from the dealer and input it into the Motility fields
Motility Integration Id
Motility Account Id
Motility Username
Motility Password
DealerVu
Check the ENABLE box for Dealer Vue Customer Integration.
Send an email to support@dealervu.com. Include PSM Dealer ID and ask them to send daily Customer file to ftp site.
Add Dealer Users (ONLY necessary for Managed Review Response and/or Automated Review Invitation setups)
Click “Users” in the left-hand navigation to view a list of users for the client account.
To add a new user:
Click “Add User” in the upper-right of the page
Enter the details for the new user in the modal
Note: The Dealer Admin role provides access to the Users and Authorizations pages.
Merchant-Centric Setup - Juniper: (ONLY necessary for Managed Review Response and/or Automated Review Invitation setups)
We are going to set up the review response part of the reputation management product using the following steps:
For Dealer Spike, go to the following spreadsheet: DealerSpike Master Location List
For ARI, go to the following spreadsheet: ARI Master Location List
On the appropriate spreadsheet, enter the following information:
You’re done!
Authorizations (ONLY necessary for Managed Review Response and/or Automated Review Invitation setups)
This section is accessible by Dealer Admins from the main navigation on the left side of the page. Once you’ve determined the appropriate contact that has admin rights for the dealership’s Facebook page and Google Business Profile, have them log in and navigate to the Authorizations page.
Facebook: Send the follow-up email to the client to let them know that the service setup is all but complete and that they will need to log in and authorize the tool to access their Facebook business page. Use the following template:
Note: This step must be completed after the Facebook Page ID is added to the Review Settings tab.
[Dealer Name],
The setup for your reputation management tool is all done from our end.
Use this link:
Your Log-in:
Username: [Enter the Dealer’s Email]
Password: [Enter the PW you created]
Once you log in, there is one last step that you will need to complete to have the service work for your Facebook reviews.
Note: It is best to do this on a desktop and not a mobile device.
On the left-hand side of the page, you will see a tab labeled “Authorizations” -- click it.
Once there, click the blue “Login with Facebook.” link to start the linking process.
Follow along with the prompts given to you on Facebook.
Once completed, you should be navigated back to the reputation management tool and see your name instead of the link that was there before.
You’re done!
Thank you and enjoy your service!
Troubleshooting
Known Issues
Settings to Check
There are three places to look to ensure that everything is configured correctly: the PSM admin tool, the Reputation Management tool’s settings, and the code within the CMS itself.