Frequently Asked Questions:
If you can't find the information you need, please contact us. We're here to help. Call Aspen PHQ: 877-641-6154.
Q: How does AspenConnect determine when maintenance reminders are due?
A: Each communication is sent based on your customer's individual driving habits and/or the factory-recommended service interval for the specific vehicle.
Q: Why does AspenConnect access my RO data on a daily basis?
A: By looking at your data daily, AspenConnect knows which customers have recently serviced their vehicles, avoiding unnecessary and redundant communication.
Q: Why does AspenConnect send communications on a daily basis?
A: Communicating monthly — even weekly — creates surges in service drive and phone traffic when all customers receive communications at the same time. Mailing daily helps keep your service drive traffic consistent.
Q: How do I access my email addresses?
A: Customer lists are available online 24/7 via your AspenConnect Portal. Or, contact PHQ and your Aspen RMS Marketing Specialist will be happy to pull requested reports and send them to you. Call: 877-641-6154.
Q: Does the Welcome/Intro To Service package go to purchasers of both new and used vehicles?
A: Yes, both new and used vehicle purchasers will receive the Welcome/IntroTo Service package. (Off-make used vehicles may not be solicited; contact your Aspen RMS Marketing Specialist for details.)
Q: Will appointments be scheduled during the first appointment call?
A: Yes. We can schedule appointments based on the parameters you provide. We can also capture leads for customers who have expressed interest in setting up an appointment.
Q: When does a customer receive the Inactive-Recapture communication?
A: A customer will receive an Inactive-Recapture communication when they have failed to respond over the course of two consecutive maintenance intervals.
Q: Can a dropped customer become active again?
A: Yes. Any customer who visits your service department will be activated (or re-activated) on the program, unless they are on the "do not contact" list.
Q: When a customer declines recommended service, how is that information captured and utilized?
A: We generate communications based on comments entered directly on the RO.
Q: Does AspenConnect communicate to customers with vehicles covered by complimentary service?
A: Yes. For covered vehicles, AspenConnect notifies customers that the service is covered. This is true for all relevant communications throughout the duration of coverage.
Q: As a new Aspen RMS customer, when will reporting first be available for me to review?
A: Aspen RMS reporting tracks results over a 60-day period. Your retailer facility's first reports will be available when that data is collected — eight weeks after activation.
Q: How often is reporting updated?
A: Reports are updated daily after the initial start-up period.
Q: Will I be trained in using my reports?
A: Yes. Training will be provided by your Aspen RMS Marketing Specialist and/or Retailer Marketing Representative when reports become available.
Q: How do I access my reports?
A: All reporting is available online 24/7, and is Login and Password protected.
Q: How do I set up a Login I.D. and Password?
A: Your Login I.D. and Password will be provided by your Aspen RMS Marketing Specialist and/or Retailer Marketing Representative when your reports become available.