Coaching Tool · Suite Workflow Review
CDK Service Suite Scorecard
Use this when reviewing a live RO, completed RO, or advisor process observation. Score the Suite workflow from check-in through closeout.
How to use: Pull one RO per advisor per week. Compare the Suite trail against the actual customer story. Review with the advisor within 48 hours.
Suite Workflow Categories
1. Customer / Vehicle VerificationCorrect customer, vehicle, contact info, preferred contact, and appointment/RO connection
2. Complaint DetailCustomer concerns captured verbatim with when, where, what, how long
3. History / Coverage ReviewHistory, recalls, warranty, aftermarket coverage, prior declines checked before quoting
4. Authorization and ExpectationsRO lines reviewed, signatures captured, authorization amount and promised update/completion time recorded
5. MPI / Parts ReviewVideo watched, pricing verified, coverage checked, menu built before customer contact
6. 15-Minute Callback DisciplineCustomer contacted promptly after MPI/video, or documented reason/follow-up if delayed
7. Approval / Decline AccuracyApproved work exact; declined repair ops documented with reason and next follow-up
8. Status DisciplineSuite/DMS statuses moved promptly and accurately throughout the visit
9. Customer Contact NotesEvery customer contact documented with method, decision, and next promise
10. Pickup ReadinessReady status set only when vehicle, price, notes, cashier handoff, and customer expectation are clean
Total Score
0 / 50
Coaching Notes
Scoring guide: 5 = excellent, coach others · 4 = strong, minor opportunities · 3 = meets standard ·
2 = below standard, needs coaching · 1 = not meeting expectations