Lesson 4 · Workflow · 8 min read
MPI and Parts Handoff
Once the RO leaves the drive, Suite becomes the handoff between advisor, technician, and Parts. The system can route the work, but the advisor still owns watching the queue and calling the customer on time.
Lesson Objective
Understand the Suite flow from dispatch to technician MPI to Parts pricing to advisor review, with the 15-minute callback standard protected.
The Suite MPI Flow
- RO is dispatched to the technician.
- Technician performs the MPI and records the video.
- Applicable lines are diagnosed before the MPI is sent forward.
- MPI routes to Parts for pricing.
- Parts completes parts pricing and availability notes.
- Advisor reviews video, pricing, coverage, and history.
- Advisor contacts the customer within 15 minutes of the MPI being sent.
What the Advisor Owns
| Moment | Advisor ownership |
|---|---|
| Before dispatch | Clean complaint, history, coverage notes, promised update time. |
| While tech has vehicle | Watch status; do not let the RO disappear from view. |
| After MPI | Watch the video before calling. Never be surprised by the same video the customer saw. |
| After Parts | Verify pricing and availability before quoting. |
| Before customer call | Confirm warranty/aftermarket coverage if applicable. |
Queue Discipline
The clock starts when the MPI is sent, not when you happen to notice it. Your Suite queue is part of the job.
MPI Review Checklist
The Dyer Standard
Trust the Suite routing, but verify the result. The customer call should happen from a complete picture, not a rushed glance.