ehgh

Customer and Vehicle Journey

The Customer and Vehicle Journey section provides comprehensive details about the CBA process and opportunity to edit or delete the information.

Image: Customer and Vehicle journey

A: In the Customer Journey section, CBA displays the following information:

1. Customer Progress Status - describing in which part of the Journey the customer is and indicating if any issues arise:

- In progress
- Failed
- Complete

Note: CBA displays status "Failed", if the Škoda ID is not created within 3 days (so the dealer has time to take an action and contact the customer to create Škoda ID).
Note: CBA deletes a record, if the Škoda ID is not created (so Connect consent is not granted) within 14 days from creation!!

2. Information Update Notice - will be displayed if customer information can no longer be updated:

(i) This information cannot be updated — the customer has an account in GroupID

3. Details - provides basic information about the customer

- Full Name
- Email
- Phone Number
- Country
- Language

4. Customer Journey - shows steps of the customer journey and its status. Completed steps always have black status bullet points.

Journey Steps:
- Škoda Account
- Mobile App

CBA consent is incorporated into the Škoda ID Terms and Privacy
- A single set of approved Terms and Privacy policies will now apply to all cars purchased by a customer

Note: If customer has not completed required step, a reminder email will be sent automatically but can also be sent manually.

Note: Škoda account status remains "Waiting" and turns red, if the Škoda ID is not created within 3 days (so the dealer has time to take an action and contact the customer to create Škoda ID).

Note: CBA deletes a record, if the Škoda ID is not created (so Connect consent is not granted) within 14 days from creation!!

4.1 Customer Journey Statuses

Škoda Account:
A. Email sent:
Date (e.g. 15/05/2025 )- customer received an email to create account. Action button "Resend email" is available for dealer to remind customer about account creation.
Not required - customer already had Škoda ID before the record was created in CBA and therefore it is not required to send email

B. Created
Waiting - customer still didn't create Škoda ID, CBA is waiting for update.
If the customer didn't create an account within 3 days than "Waiting" turns red and Customer status "Failed" is displayed as red.
The record will be deleted after 14 days when Škoda ID is not created.
Already exists - customer already had Škoda ID before the record was created in CBA
Date (e.g. 15/05/2025 ) - customer successfully created Škoda ID
Deleted - Škoda ID was deleted by customer , customer status will switch to failed

Mobile App:
A. Email sent
Not required - customer has already been logged into the mobile app before CBA registration and email will not be sent
Waiting - customer has not yet created Škoda account only than CBA will send email to login to MyŠkoda
Date (e.g. 15/05/2025 ) - customer has received email to login to MyŠkoda. Action button "Resend email" is available for dealer to remind customer to download MyŠkoda app.

B. Logged in
Waiting - customer has not yet logged into MyŠkoda
Already exists - customer has already been logged into the mobile app before CBA registration
Date (e.g. 15/05/2025 ) - MyŠkoda app was installed and logged into

5. Edit and Delete Options

Edit Icon: Indicates the option to edit customer details (though currently disabled because journey is completed).

- It is also possible to edit individual customer information items if the edit icon is enabled (e.g. Edit Phone Number)

Uneditable items: e-mail. A new record has to be created if the email was entered incorrectly.

Delete Icon: Indicates the option to delete customer.



B: In the Vehicle Journey section, CBA displays the following information:

1. Vehicle Progress Status - describing in which part of the Journey the vehicle is and indicating if any issues arise:

- In progress
- Failed
- Complete

2. Production Status - The Vehicle Journey also displays the various production statuses of the vehicle, referred to as checkpoints.
- Contract between customer and dealer
- Entry flexible funnel of change
- Start bodyshop
- CP8
- Dispatch from production plant
- Arrival at the delivery destination/end depot
- Dispatch from the delivery destination/end depot
- Entry dealer, transfer of responsibility dealer
- Delivery to customer

3. Add new vehicle - enables multiple vehicle function. Allows to set a customer as primary user for more than one car.

In the details, there is a possibility “to Add new vehicle”. New window with information about vehicle is opened.

Add new vehicle –> Enter VIN Number, Commission Number or Order Number –> Select Change Preferred Service Partner if needed -> Select Consent Verification for this vehicle –> Press "Add new vehicle"

To be able to continue with automated CBA process for this new vehicle, consent has to be granted as for any other vehicle.
4. Multiple vehicle journey - each car has its own journey that can be desplayed in more details

5. Details - provides basic information about the vehicle

- Vehicle type (Production, Stock, Used)
- VIN
- Commission number
- Order number
- Date delivered to importer
- Preferred Service Partner
- Salesperson
- Consents

5.1 Vehicle Type - it is very important to describe how vehicle type is generated by CBA. More details can be found on diagram:

6. Vehicle Journey - shows steps of the vehicle journey and its status. Completed steps always have black status bullet points. Red bullet points indicate the issue.

Journey Steps:
- Consent
- Commission Number complete
- VIN complete
- Vehicle visible in mobile app
- Vehicle Activation Status
- Service Scheduling Activation

Note: If consent Škoda ID is not provided created yet, you can manually send a reminder email.

6.1 Vehicle Journey Statuses

A. Commission Number complete
<hidden> - this step will be hidden if the car was entered into CBA with only VIN number
Date (e.g. 15/05/2025) - commission number is correct and was successfully found in ordering system.
Waiting for ComNo verification - CBA is still verifying if commission number is correct and if it exists
ComNo not verified - CBA was not able to find this Com.# in systems. Vehicle journey "Failed". Dealer should make sure that Com. # and Com. Year are correct
Waiting... - car was entered into CBA with order number, CBA will be waiting for VIN or Com.# to be entered. Vehicle journey "Failed".

B. VIN number Complete
Waiting - CBA is waiting for car to be produced and VIN to be automatically filled
Date (e.g. 15/05/2025) - VIN number is available, it is correct and was successfully found in ordering system.
Not capable - Vehicle is not connect capable (e.g. MOD2)

C. PowerPass Invitation Email Sent
<hidden> - this step will be hidden if the car is not MOD4
Waiting... - waiting for customer to download mobile app and car to enrollable
Date (e.g. 15/05/2025) - email was sent

D. Vehicle visible in mobile app
Waiting... - car is not yet visible in mobile app. (e.g. mobile app is not downloaded, vehicle is in Track&Explore market and com number is not verified yet, vehicle is not in Track&Explore market and is not enrollable)
Date (e.g. 15/05/2025) - vehicle is in Track&Explore market and com number is correct, vehicle is not in Track&Explore market and is enrollable

E. Vehicle Activation Status
Waiting... - car can not be activated yet
Ready for activation - car is ready for activation, customer can order connect packages
Date (e.g. 15/05/2025) - car was successfully activated by defined customer

F. Service Scheduling activation
Waiting - ASS is required but the conditions to set PSP automatically are not met yet (e.g. car is not yet enrolled)
Not required - ASS was not preset in CBA or not required by customer
Date (e.g. 15/05/2025) - ASS and PSP are successfully set by CBA
Failed - ASS setup was not successful. Technical problem. CBA will try to set ASS and PSP again.
Cancelled by customer
<hidden> - this step will be hidden if the preferred service partner is not requested

7. Edit and Delete Options

Edit Icon: Indicates the option to edit vehicle information, if the edit icon is enabled (e.g. Preferred Service Partner)

Uneditable items:
- VIN (if any VIN exists on the record)
- Commission Number (If any VIN or Commission Number exist on the record)
- Order Number (If any VIN or Commission Number exist on the record)
- Sales Person

Always editable:
- Preferred Service Partner (please note that in this case a new consent will be sent to customer if PSP was not selected previously)

Delete Icon: Indicates the option to delete vehicle.