RouteOne has created a feature to help you manage the safety of dealership user login information within RouteOne.
RouteOne will now display the date and time of the last successful user login in the upper right hand corner of the RouteOne screen. This feature will assist dealership personnel in verifying that their User ID has not been compromised.
If a user suspects that their User ID has been compromised, or sees a login time or date that they did not initiate, the user should immediately contact the RouteOne Help Desk at 866.768.8301 to begin an investigation.
Have you recently upgraded your browser to Internet Explorer (IE) 9? Have you noticed that some web pages look differently since your upgrade? This may be caused by a compatibility issue with your browser. Some websites that were designed for an earlier version of Internet Explorer may look differently in IE9.
Turning on the ‘Compatibility View’ may help correct these pages. If you have experienced issues with misplaced or condensed tabs, try using the Compatibility View, which will display the website you are viewing as if you were using a version of IE prior to IE9. To turn on Compatibility View, click the small blue ‘broken page’ icon in the navigation toolbar:
If a webpage does not open or appear to load correctly check for pop-ups interfering with the page. You may also want try to close and reopen the browser.
If you have not already downloaded IE9 you can by visiting www.microsoft.com/IE9 .
You may also try viewing the webpage in another browser, like Safari, or Chrome
RouteOne currently supports several browser and browser versions. If you find you are having browser issues with RouteOne, call the Help Desk at 866.768.8301.
Download IE9 here: www.microsoft.com/IE9.
By: Jim Radogna
The new federal regulations that went into effect in 2011 have added to the never-ending compliance requirements that dealerships must contend with. Fortunately, most dealers have found that the Risk Based Pricing Notice and updated Privacy Notice requirements are pretty easy to handle. Utilizing the Credit Score Disclosure exception to Risk Based Pricing Notices and using the New Model Privacy Notices is relatively simple – just a few more forms to add to the pile. The Red Flags Rule is another story.
Red Flags regulations require a dealership to not only be a good citizen, but to be a cop as well. There’s no two ways about it, if red flags are detected during a credit transaction, certain proactive steps are required that will create extra work and slow down the deal process.
Many dealerships are utilizing automated Red Flags programs to help stay in compliance with the new regulations. These programs, such as those available through RouteOne, are excellent and certainly make it easier to navigate the Red Flags Rule. However, there’s some due diligence required on the part of dealership personnel when potential “Red Flags” are detected by these systems. Unfortunately, this is not an uncommon occurrence. Fraud or active duty alerts on credit bureaus, address discrepancies, multiple recent inquiries, or multiple new accounts recently opened are just a few of the situations that are considered to be identity theft “Red Flags”.
During compliance reviews recently, we’ve been paying particular attention to how dealership employees are handling the new Red Flags requirements. Not surprisingly, we’re finding that in many instances when red flags are detected during a transaction, staff members are struggling with what to do next.
For instance, we’ve found a number of situations where the red flags program has prompted that a “high risk has been detected” and that “out of wallet questions are required”, but the questions have not been asked of the customer. While it can certainly be uncomfortable to ask a customer personal questions or request that they supply additional proof of identity or address, it is important that these steps not be avoided. If an identity theft does occur, and the system-recommended steps were not taken, it’s conceivable that the dealership’s exposure to liability will be increased dramatically. The same holds true in a situation where the dealer’s Red Flags procedures are audited by a regulator. Staff members’ proclamations that they had a ‘gut feeling’ that the customers were who they said they were will not likely be enough to satisfy the investigators. The fact that the employees were prompted to follow a particular procedure and failed to do so would almost certainly make matters much worse.
Training is a mandatory requirement of the FTC’s Red Flags Rule. Employees should be well-trained in all aspects of the company’s Identity Theft Protection Program and features of any automated Red Flags systems, including the proper procedures necessary if Red Flags are detected. The training should explain the spirit of the law as well. It is important that staff members understand that the Red Flags Rule requires employees to be proactive in attempting to prevent identity theft and that any shortcuts taken in the process can create extreme liability to the dealership.
Even the best Red Flags program is not infallible. Chances are that an experienced identity thief will succeed despite a dealership’s best efforts. That’s understandable. As long as the company can show that they have performed their due diligence and did not take any shortcuts, their exposure will likely be lessened dramatically.
Jim Radogna is the President of Dealer Compliance Consultants, Inc., a national training and consulting firm based in San Diego, California. Before founding Dealer Compliance Consultants, Jim developed a strong background in dealership operations, having spent over 15 years in dealership management. His experience includes working in diversified roles such as sales manager, F&I director, general manager, and training director. In addition, he served as compliance officer for a large auto group, where he developed and integrated a comprehensive compliance program. Being well-versed in all aspects of dealership operations, Jim has used his knowledge and industry experience to develop unique, no-nonsense compliance and reputation management solutions for automobile dealerships of all sizes. These programs are designed to not only protect dealerships from liability, but also greatly enhance the company’s reputation, increase profitability through consistent processes, and increase customer satisfaction and retention.
Now available - enhancements to the free RouteOne Android™ app, including the ability to forward ‘sent’ applications to a new finance source, securely text message with supporting finance sources, get payoff quotes, and capture leads into the Lead Manager within RouteOne. This additional functionality will also be available for the iPhone® in the coming months.
The additions enhance the base functionality of the app, which allows users to view and manage RouteOne deals and leads and request and view credit scores instantly, whether in the F&I office or outside the dealership. In addition to the Android app, RouteOne offers an industry-leading suite of mobile tools, including apps available for use on the BlackBerry®, iPhone, iPad™, iPod® and soon, for Windows 7 Phone. RouteOne.net is also compatible with iPhone, iPad, iPod touch®, and Android mobile browsers.
The RouteOne app will be automatically updated for users who turn on the automatic update feature in their Android phone. Others will need to update it manually (dealers should look for the new RouteOne app on their update notification list).
Dealers may contact RouteOne Customer Support at 866.933.0663 with additional questions.
RouteOne is offering dealers FREE training on the new Compliance Dashboard functionality within RouteOne. We are offering daily webinars through Thursday, 2/23. Register today!
RouteOne Compliance Dashboard Webinar (2:00 p.m. EST)
The RouteOne Customer Support Team will lead the trainings on 2/28, 3/1, 3/6, 3/8, 3/13, 3/15, and 3/20. The RouteOne team will help you:
Establish an understanding of actions that may be taken in the RouteOne Compliance Tab
Set up system preferences in the RouteOne system
Complete an action within the system in regards to:
Risk-Based Pricing Rule – Credit Score Disclosure Notices
Dodd-Frank Adverse Action Notices
Run Compliance Reports within RouteOne
To reserve your spot, please visit www.routeone.com/DashboardTraining.
Questions? Contact RouteOne Customer Support at 866.933.0663 or email@example.com.
During NADA 2012, hundreds of dealers and dealership employees visited the RouteOne booth to catch a demo of the new RouteOne Compliance Dashboard. The Compliance Dashboard will be available to dealers in mid-February 2012. This free tool allows a dealer the ability to visually evaluate their compliance status within RouteOne, including assessment of Identity Verification, OFAC, Risk-Based Pricing / Credit Score Disclosure Notices, and Adverse Action Notices.
Dealers may view transactions at a dealership or individual user level, and may customize the categories they wish to track and monitor.
Compliance is a significant issue within the dealer community, and many dealers expressed concern regarding the growing complexity of rules and regulations within the F&I office, particularly how challenging it can be to manage compliance duties within the dealership. RouteOne was pleased to demonstrate to dealers its comprehensive compliance suite, designed to assist with managing compliance and staying ahead of government regulations. In addition to the Compliance Dashboard, RouteOne offers identity verification, electronic document storage, Adverse Action/Credit Score Disclosure notices, and more.
Dealers interested in personalized training on the Dashboard or other RouteOne features may contact their Business Development Manager or RouteOne Customer Support at 866.933.0663.
RouteOne has served as an industry leader in the online credit application management space, helping automotive dealers and finance sources to enjoy a faster, more efficient credit application process. The services that RouteOne provides have helped automotive dealerships sell more vehicles and have also provided finance sources a channel to grow their business. RouteOne continues to build upon the list of active finance sources on the platform.
Many used car dealers have also taken advantage of the tools available on RouteOne. RouteOne is currently growing its lender base within the used car niche. The combination of a strong used car market and a large number of participating finance sources makes RouteOne an excellent platform for both franchised and used car dealers.
RouteOne offers a host of useful features to its finance sources, all of which enhance the dealer user experience:
- Rates and Forms
- Reporting Suite
- Payoff Quotes
- Dealer Reserve Reports
- Vehicle Values
- Text Messaging
- Contract Status
- Deal Refresh
Using these tools enables a truly integrated process between the dealer and finance source, while maximizing customer satisfaction.
If you are a finance source interested in participating on the RouteOne platform or a dealer interested in viewing existing active finance sources on RouteOne, please click the appropriate button below and complete the form as directed.
What is a dealership management system and why should it connect to RouteOne? A dealership management system (DMS) is an information system created specifically for automotive dealerships to capture information relating to Sales, Parts, Service, Finance, and Administration. Integration between RouteOne and the DMS creates more efficiency within a dealership’s sales process.
RouteOne has developed a true dealer choice model, providing open access to multiple dealer management systems, allowing dealers the option to select which service providers best meet the needs of their business. It is the most comprehensive in the industry.
Benefits of integrating your automotive management system to RouteOne include:
- Eliminate duplicate entry into multiple systems
- Exchange credit application and decision information between your dealership management system (DMS) and finance sources in near-real time, simplifying and improving the credit application process
- Send the application from your automotive dealer management system to RouteOne for finance source submission
- Return the credit decision received from the finance source from RouteOne to your automotive dealer management system
- Originate an application in RouteOne, send it to the automotive dealer management system to populate customer screens, and work the deal further
- Get a concise yet comprehensive view of your dealership’s finance department and lender performance to pinpoint new opportunities for growth and profit
Download the list of integrated dealership management systems (DMS) by selecting the button below. Don’t see your DMS listed? Contact us at 866-933-0663.
By Chuck Gucwa, VP Business Development
Increasing CSI while complying with industry regulations
The automotive lending community continues to be subject to increased regulatory scrutiny and enforcement, and there are no signs of this slowing in the near future. It’s the responsibility of every dealership to ensure their compliance with the laws – or risk expensive fines, penalties and increased analysis and inspection from the regulatory community.
Though these guidelines may require additional effort, time and resources on the part of dealerships to ensure compliance, there is an upside. These laws are designed for consumer protection – and that’s a message you need to be providing to your automotive customers. Look at it as a way to improve customer service while potentially growing your business and increasing profits in an ever changing market.
Navigating the credit maze with your customers
Much of the current regulation, including Credit Score Disclosure notices and Adverse Action notices, relate to the significance of a customer’s credit score in obtaining the most desired financing rates available. While an Adverse Action notice is used to notify consumers when they have been denied credit, a Risk Based Pricing notice is required for those that do receive credit, but on material terms that are less favorable than the terms offered to a substantial portion of customers (or, in the alternative, a Credit Score Disclosure notice may be provided to all customers). Either way, presenting these documents to the consumer offers you the chance to further extend the customer relationship by offering to discuss the customer’s score with them. Many consumers have questions about how their credit score affects their purchasing power. Embrace the chance to assist them with their questions and offer input on how to improve their score (especially with subprime buyers). You may want to develop a road map of sorts for improving credit scores, or providing industry references on the topic. Your customer may take your advice and return in the coming months to make their vehicle purchase with you – establishing their loyalty and hopefully, setting the stage for a long-lasting relationship with your dealership.
The identity crisis
Another high profile regulation is the Federal Trade Commission’s “Red Flag Rule”, which requires dealerships to implement and follow a written identity theft prevention program. This rule serves to protect you and your customers from potential identity theft resulting in loss of property and profits. Additionally, OFAC (Office of Foreign Assets Control) assists dealerships in screening customers to detect potential security threats. Explain these regulations to your customers, particularly when executing the steps within your identity verification program. Reassure them that the appropriate cautionary steps are being taken to protect both you and the customer from potential fraud.
Reassure your customers that you take cautionary steps within the dealership – steps not mandated by government agencies – to ensure the safety and security of customer data. Electronic document storage of all credit application materials and related information (credit reports, privacy notices, etc.) eliminates hard copy storage and the potential for lost or stolen documents at the dealership. Simple but effective policies such as a ‘clean desk ’and ‘acceptable use’ policy go a long way in protecting confidential and sensitive consumer data.
Take the opportunity to explain to your customers that you are there to assist them, and that you want them to obtain the best financing possible in the safest environment possible. This is your chance to establish long-term loyalty and customer retention at your dealership. Good selling!
Charles Gucwa is the Vice President of Business Development for RouteOne LLC, a free web-based credit application management system that connects automotive dealers to their subscribed lenders within a single portal. More information can be found at www.routeone.com or by calling RouteOne Customer Support at 866.933.0663.
The internet has revolutionized the way we conduct business. While the evolution of technology has provided us with immeasurable value, it also comes at great risk. As an industry-leading online provider of credit application and other supporting F&I tools, we share your deep commitment to security, and to safeguarding the critical customer information with which we have been entrusted. As such, we’ve taken great care to build a secure system to provide you the peace of mind you need to conduct your business.
Here are a few of our recommendations for simple steps you may take NOW to help secure your customer information:
1 - Run anti-virus / anti-malware software to protect your dealership systems, and update these protections regularly on applicable networks and machines (including desktops, laptops, tablets, and servers.)
2 - Only utilize ‘trusted’ equipment. Do not login from home or any location where malware protection is not being utilized.
3 - Never share your password or user accounts with others, and avoid writing your password down or placing it where others can see it.
4 - Keep confidential customer and employee data inside locked metal cabinets that are not easily accessible by the public.
5 - Eliminate unauthorized access to confidential data by conducting an ‘exit checklist’ for departing employees, including terminating access to RouteOne and all other dealership systems.
We hope that you’re able to implement some or all of these best practices to better protect your dealership.