M9- Key Points

Here are a few key points that have been important for agents to keep in mind as you speak with our M9 clients.

M9 program as a whole:

· Does not participate in Direct Pay

· Does not offer Auto-Pay

· We do not offer client portal for Guardian clients.

Appointments

When scheduling an "Other" appointment, ensure to add the type of appointment it is in the description. The following appointment will need to be scheduled as other.

- Reset

-Final download

-Interlock Exchange

Mock invoices/ Pricing

A mock invoice can be created once the appointment is scheduled. This is due to pre-pay services offered through M9

Steps on how to view the pricing:

1. Locate the client's appointment or schedule one

2. Right click over the appointment and select Pre-Pay Service

3. Make sure to uncheck any coupons applied.

Not every fee can be quoted from the Prepay screen in M9. Quote the client for the pricing displayed. Fees quoted from the SOP (these cannot be found in mock invoice)

• Final Downloads

• Reset

• Missed Appointment Fee

Not all clients have LDW, if it is not displayed on the Prepaid Service screen, then it is not applicable to the client. (Does not need to be quoted)

Override Code/POC in M9

• This is to be issued by the agent on the line. CSG does not accept UTR tickets for overrides for the AMS2000

• Ensure to have the correct client displayed in M9 in the Client Detail in the Landing Page of M9

• The client will need to call the Contact Center for the code, we do not make outbound calls for POC's.

• Clients can only receive this code if they are in a Perm lockout. The device will display PERM lockout with a four-digit code.

• The client must have a scheduled appointment prior to issuing code. This means that BEFORE giving the code to the client you should either schedule or confirm an appointment.

• The client should only be getting the code right before the client is going to drive to the location.

• The client must be with the vehicle to get this code.

• The service agent will need to walk the client though the steps over the phone. Please refer to the AMS2000 POC Instructions document

• When issuing the code, be patient and provide the code one character at a time to ensure the client can follow the steps properly

POC Pricing

The pricing for the POC code is produced in M9.

For our Full-Service agents please take the payment after giving the client their POC code.

If Check/ Change agents skilled in M9 please make sure to bill the client the amount that appears in M9. Your client will pay for the POC at the service center.

• We can offer an override code waived as a One Time Courtesy. Make sure to review ALL the notes to determine if one has been waived before.