Overview
IDMS is a Dealer Management System owned by Solera. They are currently Omnique's largest reseller of the product.
What Is Integrated?
The IDMS integration works in 2 parts:
IDMS accesses our API to create customer/vehicle records in Omnique directly from the shop's IDMS system. The customer/vehicle records are not editable on the Omnique side, it is a restriction IDMS put in place to avoid issues.
When a RO is created, edited, or is invoiced, a webhook notification is sent to IDMS system and they pull in the ticket information. The webhook that IDMS has setup only pulls in Customer ID, Shop ID, Ticket Number, and Change Type (invoiced for example.)
**We do not send data to IDMS, they pull ticket information into their system. This information is important when it comes to troubleshooting issues.**
Why Do Shops Want The Omnique/IDMS Integration?
The integration between IDMS/Omnique is a seamless integration that allows for dealerships to create ROs/Invoices in Omnique and eliminate double entry recording them in their DMS. If the ticket is for reconditioning, the invoices will automatically expense to the vehicle eliminating steps required to efficiently track how much the dealers are spending to fix up vehicles to sell.
How Do I Determine If A Shop Is An IDMS Customer?
You will be able to determine if a customer is IDMS if they have a DealerSocket integration setup in their settings. You can find this under Administration>Shop>Admin.
Please note: there may be situations where the API information was left in the account, but the account is now a standalone Omnique customer. Please check with sales/billing if you need further clarification.
When you search for the shop or customer name, you will see it is linked to IDMS if there is a checkmark next to the customer/vehicle record.
If there is no checkmark, this means the customer/vehicle record is not linked, which means the RO/Invoice information will not be pulled into IDMS.
You can also tell a customer/vehicle record is IDMS linked when you open a ticket. You will see the IDMS icon.
If you click the icon on a customer record, it will open up customer details. A dealership owned vehicle will not have any details to show.
If the icon is missing, the record is not linked, or there is an issue with the integration.
What Do The ROs/Invoices Look Like On The IDMS Side?
When a RO is created, a record of it is created on the IDMS side under the "Service" tab.
The "Service" tab will show a history of all ROs created for the vehicle. It will show "Invoiced" as the ticket stage if the invoice was automatically expensed. ROs under a customer name will never expense. The expense tab is for expenses related to vehicle maintenance/repair to the dealership.
You can hit the "View" button and then "Print" to see a copy of the RO or Invoice on the Service tab.
This is the "Expenses" tab. You can see the invoiced ticket in this example. You will see that it says "Integrated Service Ticket." That is how you will know this expense was from Omnique. The other expense in the example, was manually added through IDMS.
Omnique does not handle anything with the IDMS besides this. We cannot edit customer records, handle side notes, or allow the customers to make changes to the invoices once they are posted under the expenses tab unless the invoice is refunded. Most changes need to be made on the IDMS side, and the shop should be referred to IDMS support for assistance.
Troubleshooting Common Issues
Missing RO or Invoice In IDMS:
Get the ticket number example.
Verify the customer/vehicle record is IDMS linked. See above for details.
If the customer/vehicle record is not linked, help the customer to add the customer/vehicle record that is linked.
If the customer/vehicle record is linked, use the IDMS Status Tool to try to re-push the ticket.
Wait 5 minutes.
Have customer re-check to see if the RO/Invoice is in IDMS.
In rare cases, there may be a backlog in the IDMS import process, consult Team Lead or Erik DeBoer for further troubleshooting if the RO/Invoice is still missing after a re-push.
Missing Customer/Vehicle in Customer Search:
Sometimes a vehicle will not sync over automatically from IDMS. The first step is for the customer to try to change the vehicle color in IDMS, save, and then change it back. This should trigger a re-push of the vehicle. If that does not work, add the vehicle into Omnique and ask the customer for the vehicle Inventory number in IDMS (top left in their system). Send the VIN #, customer profile the vehicle needs to be linked to and the vehicle Inventory # to Erik.
If the customer refuses to do this, they will have to wait until after business hours because IDMS does a re-sync of the inventory.
Sold Vehicle Still Under the Dealership Name
If a vehicle is sold and did not transfer to the new customer in Omnique, you can initiate a vehicle transfer. You do need to verify a few things first:
Get the full customer name from the customer reporting the issue.
Verify we have the customer record under the Customer search page.
If the customer record does exist, transfer the vehicle to the customer.
If the customer record does not exist, have the customer try to change the phone number on the customer from mobile to landline, and then switch back to try to trigger a re-push of the record.
If this does not work, please escalate to Team Lead.