OEC UK demo — user guide

About the demo

The demo runs a fictitious company, OEC: a parts contact centre that sells on behalf of five vehicle manufacturers — Stellantis UK, BMW UK, Renault UK, Hyundai UK and Toyota UK — through ten dealers each. Every name, garage, phone number, price and figure is invented. Prices are in pounds sterling and times are UK time.

Most examples in this guide use Stellantis UK. Its ten dealers are:

The guide follows three end-to-end flows, framed by the preparation and the results:

• Outbound calling — the contact centre works a campaign queue, offers promotions and takes orders.
• National Accounts — a fleet customer calls its dedicated line, receives a quote by email, accepts it online, and each dealer then receives its part of the order.
• Field visits — a sales rep plans a week of visits for a campaign in Traveller and records the outcome of each visit.

1.1How calls and emails work in the demo

There is no real phone line. A built-in Demo phone plays the part of the phone system: it makes a garage or a National Account “call in” whenever you like (section 11).

Dealers do not sign in to WiseParts. They receive orders by email: each dealer's order mailbox gets only its own lines, and its parts manager receives a notice for every new order. Every order shows Order emailed to the dealer in its history.

Signing in

Open demo.wiseparts.ai in a recent version of Chrome, Edge, Safari or Firefox and sign in with the email address of the person you want to play. Credentials are sent separately.

1. Wait until the sign-in page has finished loading, then type the email address and the password, and press Enter. The demo opens on the person's first dashboard.
2. To sign out or switch person, use the profile icon in the top-right corner.

2.1Demo users

All users are fictitious and every address ends in @oec.test.

More agents and account managers

Every manufacturer has its own agents and account managers, so you can try the same flows outside Stellantis UK. All follow the pattern firstname.lastname@oec.test.

Finding your way

Everything in this guide is reached through the menus. You never need to type an address.

3.1The side bar

The narrow bar on the left has up to three tabs; each opens a panel next to it. Close the panel with × to give the page the full width, and open it again with the menu icon in the top-left corner.

• Menu — daily work in three groups: Home (Inbox, Calendar, Tasks), Shortcuts (New order) and Hub (Campaigns, Quotes, Traveller, Reporting and more).
• Dashboards — the dashboards you own or that are shared with you.
• Settings — configuration and data, for the administrator and managers only.

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3.2The communications bar

At the bottom of every page, the communications bar holds three buttons: Call history (with a green dot when the phone is connected), the Dialer and the Demo phone. During a call it shows who is calling, the line dialled, the timer and the hang-up button; during a visit it shows the visit timer and its stop button.

3.3Menu map by role

What each role finds under Menu. Everyone also has Home (Inbox, Calendar, Tasks) and Shortcuts › New order.

Managers and the administrator also see further entries (Territory Studio, Prospecting, Analytics 360, Goals and others) that this guide does not cover.

Dashboards and Settings by person

Loading your data

The demo comes fully loaded. This section shows how your own data gets in: the file importers, the two ways to build audiences, and what we set up together with you during onboarding.

4.1The import wizard

1. Open Settings › Imports. The File Import tab lists past imports; click Create.
2. Choose the import type. The wizard walks through five steps: Import type → Upload file → Map columns → Rules → Preview import.
3. On Upload file, click Download example file to get the template, then drop your file on the box (.csv, .txt or .xlsx) and click Continue.
4. On Map columns, check that each column of your file points to the right field. Columns named as in the template are matched automatically.
5. On Rules, optionally add rules that set a field or ignore rows (for example, “if the unit is empty, set it to Stellantis UK”). Without rules, every row is imported as mapped.
6. On Preview import, check the counts and start the import.

4.2File formats

4.3Customers

Settings › Imports › Create › Customers. One row per garage.

Duplicates: a row whose dms_id already exists updates that customer; it never creates a second one.

4.4Contacts

Settings › Imports › Create › Contacts. One row per phone number or email address.

Duplicates: the same type and value for the same customer updates the existing contact instead of adding another. Phone numbers are stored in international form.

4.5Promotions

Two ways in: Menu › Promotions › ⋯ › Import promotions (the same menu holds Download template), or Settings › Imports › Create › Promotions. One row is one article; rows that share a code form one promotion.

The import asks three questions:

• Which dealer the file is for — one dealer for the whole file, or Read the dealer from the file.
• How the file meets the promotions already stored — Add and update (promotions and articles in the file are added or updated; everything else stays as it is) or Replace (each promotion gets exactly the file's articles, and current or scheduled promotions left out of the file are stopped).
• Campaign to link the promotions to — a campaign, or No campaign.

Only dealers you can see can be imported for; a row naming another dealer fails with a message that names the code.

4.6Branches and the other importers

Branches loads the sites of your customers — a garage group with several workshops, for example — with the same columns as Customers plus customer_dms_id (required) for the parent customer. It does not load your own dealers.

The same wizard serves the importers that bring in DMS history. They are usually fed automatically from your DMS once you go live:

4.7Reading the import report and fixing a file

Each import appears in Settings › Imports with its state. Open it to read the summary: how many rows were created, updated and failed, and for each failed row its line number, the column and the reason — for example Customers not found, or a unit code the account does not have.

1. Fix only the failed rows in your spreadsheet: correct the code, add the missing name, or remove the row.
2. Import the corrected file again. Rows that already went in are updated, not duplicated.

4.8Audiences by rules

An audience is a list of garages to reach. The quickest way to build one is by rules: here, every Stellantis UK garage of the sales rep Ryan Hollis.

1. Open Settings › Audiences and click New list. Enter a Name, keep the Unit (OEC / Stellantis UK) and click Save. The list opens, empty, with Automatic rule, Import by rules and Import.
2. Click Import by rules, then Add condition group.
3. Click Add condition and set Salesman to Ryan. Conditions in one group must all be true (AND). The preview reads 20 customers match.
4. Click Add 20 customers. The members appear with source Rules import and status Included.

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4.9Audience lists from a file

1. Open the list in Settings › Audiences and click Import.
2. Drop a CSV with a header row. Columns are mapped automatically when their names match: customer code, VAT, dealer, dealer account code, phone, email, name and do-not-contact.
3. If the file has a do-not-contact column, choose the channel in Do not contact on (for example Phone).
4. Click Preview, read the result, then Import n rows — or Cancel to leave the list untouched.

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This import reads the file in the browser: there is no template to download and no error file. Up to 5,000 rows per file.

4.10What we set up together with you

Some data shapes how your organisation works rather than what it sells, so there is no file importer for it. The WiseParts team sets it up with you during onboarding, and it can be adjusted on screen afterwards:

Preparing a campaign

A campaign needs an audience (section 4.8), optionally one or more promotions, and the campaign itself — by Phone for the contact centre or by Visit for field sales.

5.1Create a promotion

1. Open Menu › Promotions and click New promotion.
2. Fill in Promotion name (Wiper blades · winter) and Promotion code (OEC-STL-WIPERS). Keep Dealer All dealers, choose Owned by OEC / Stellantis UK, and set Valid from and Valid until.
3. Optionally drop an image (JPG, PNG or WebP, up to 5 MB) and write a Script line for agents.
4. Under Articles, enter Part number 1612340080, Brand STL, Description Wiper blades (front) and Offer price 18.50. Use Add article for more parts. The Offer column shows the resulting price, £18.50.
5. Click Save. Promotion saved; the promotion appears in the list as Active.

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5.2Create a Phone campaign

1. Open Menu › Campaigns and click New campaign.
2. Keep Channel Phone and choose the Audience list, for example Winter batteries · Stellantis UK · call list. Enter a Name.
3. Write the Script and choose the Script questions, for example Script · Phone campaigns.
4. Check the call rules: Retry after (minutes) 120, Maximum attempts 3, Warn if contacted within (days) 3, Hold after a visit (days) 2.
5. Under Who calls each dealer list, choose a team (any member takes the next call) or one agent for each dealer: Thameside Motors → Lucy Barnes, Irwell Motor Company → team OEC Call Centre · Stellantis UK, Five Ways Autocentre → George Whitaker, and so on. Each picker only offers the people who can see that dealer: Lucy is offered for Thameside Motors and not for Irwell.
6. Click Create and build the queue. The campaign appears in the list with the Phone chip, Active, the people in Assigned to, and one progress bar per dealer in Round 1.

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5.3Attach promotions to the campaign

1. On the campaign's row, open the ⋮ menu and choose Open campaign. The same menu holds Campaign progress, Deferred calls and Close campaign.
2. Open the Promotions tab and click Add promotions.
3. Tick the promotions to offer — for example Winter brakes · Stellantis — and click Add n promotions. Promotions added to the campaign. Promotions of a single dealer are greyed out with Belongs to another unit: it cannot join this campaign.

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5.4Create a Visit campaign

1. In Menu › Campaigns, click New campaign and choose Channel Visit. Script, questions and dealer lists disappear: a Visit campaign has dates and sales reps instead.
2. Choose the Audience list (for example Spring visits · Ryan Hollis garages), a Name, Starts on and Ends on (DD/MM/YYYY), and the Sales reps.
3. Click Create. The list shows the campaign with the Visit chip, the rep and Visited 0 / n with its dates.

Outbound calling

An agent works through the campaign queue. The system hands out the next garage of the agent's dealers, never the same garage to two colleagues, and records each result for the reports.

6.1Start calling

1. Open Menu › Campaigns and click Start calling above the table (or the call icon on a campaign's row). The dialog lists your campaigns with to call, overdue callbacks and deferred; the most urgent is ticked and marked Suggested. Overdue callbacks always come first.
2. Keep the campaigns you want to work and click Start calling.

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6.2Read the call screen, then call

Before dialling, the screen reads Ready to call. On the left: the Garage, Phone, Dealer, Attempts, the Contacts, the Script and the Promotions for this garage with their images, prices and validity. On the right: the script questions, the Result and a Note.

1. Click Call +44…. The state changes to Calling…; when the demo garage answers, the timer runs.
2. When the conversation is over, click the red hang-up button. Call ended.

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6.3Record the result and the promotions

1. Answer the script questions and choose the Result. Required questions must be answered: saving Reached with Next step agreed empty shows Required field.
2. Under each promotion, in On this call, mark Offered and, if the garage said yes, Accepted.
3. Click Save and next call. The attempt is saved and the next garage opens, ready to call.

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At the bottom, Skip moves to the next garage, and Defer opens Move to deferred calls with a Reason and a Note: the manager sees the garage under the campaign's ⋮ › Deferred calls and can release it later.

6.4Take the order

1. Open Menu › Shortcuts › New order and search the Customer by name or code. The customer card opens on the left with its unit and dealer.
2. Choose the Channel (the phone icon) and add the lines: Brand STL, then the reference. For example 1647302080. Articles on promotion fill in by themselves: Brake discs (front) at the promotion price, £79.90, from the agent's dealer (Wrh STL-LON).
3. Choose Save as › Order. The order is placed per dealer (Dealer order #…-STL-LON), the history reads Order emailed to the dealer, and Calls on this order shows the call with Taken on a call.

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6.5What the dealer receives

The dealer's order mailbox receives an email Order #…-STL-LON with its lines only, and its parts manager receives New OEC order for your warehouse. If the order changes later (Dealer order › Amend order), the dealer receives an Amended order email listing only what changed and why.

Each order email to a dealer carries a Confirm receipt button. It opens a page with that dealer's lines and the Confirm receipt button; only clicking the button records the receipt, with the date and the address the email went to. Opening the link again shows Receipt confirmed on … with the first confirmation. The page uses the dealer's language and the company's own word for its dealers.

National Accounts

A National Account — here NA-0001 Northwind Fleet Assist — calls its dedicated line. The quote goes to the account; the dealers hear nothing until the account accepts it.

7.1Receive the call

1. Make Northwind call in with the Demo phone (section 11): Caller NA-0001 - Northwind Fleet Assist (National Account), Line dialled OEC UK · National Accounts, Agent George Whitaker. Ringing for George Whitaker. The bar shows the account and via OEC UK · National Accounts.
2. Answer with the green button.

7.2Prepare the quote

1. Open Menu › Shortcuts › New order and choose Customer NA-0001. The job fields Make and model, Patrol number and Patrol postcode are marked required — for this account only.
2. Fill in Plate nr., Request number (the account's reference), Channel, and the three job fields — for example Patrol postcode M1 1AE.
3. Add the lines (brand and reference) and type the price where the line shows £0.00.
4. Choose Save as › Quote. The quote gets its number; Calls on this order shows the call.
5. To choose the dealer, edit the quote (pencil) and open the Wrh cell of a line. Dealers are listed by distance from the customer, the closest marked Nearest.

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7.3Close the call record

When George hangs up, the Call record opens. Choose the Enquiry type — Price enquiry, for example — add a note if needed and click Save record (Call record saved). Every answered call outside a campaign needs a record.

7.4Send the quote to the account

1. On the quote, under Share, click Email. Share Quote by Email opens with To already set to the account's address, fleet.desk@northwind.test. The preview shows a Confirm or Reject Quote button, the plate, the request number and the three job fields.
2. Click Send. Only the account receives the quote. No dealer is told yet.

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7.5The account accepts online

1. The account clicks Confirm or Reject Quote in its email. A page opens with the account's details, the quote ID, version, plate, request number, the job fields and the lines — none of the internal history. Two steps: Validation (select parts) and Confirmation (confirm order).
2. Tick the lines to order and click Validate order. (With lines ticked, Reject declines them instead.)
3. Check the Receipt email, tick Accept terms and click Create order. The lines turn green and the history reads Created order · Customer. The quote moves to version 2.

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Only now does each dealer receive its own part — Order #…-STL-MAN - YX25 DMO to Irwell Motor Company's order mailbox and New OEC order for your warehouse to its parts manager — and the account receives Order information #… at its receipt address.

7.6Find any quote

In Menu › Quotes, type in the search box the quote ID, the account's request number, the registration or the patrol number.

Field visits with Traveller

Ryan Hollis plans a week of visits for a Visit campaign, starts each visit from his calendar and records its outcome at check-out.

8.1Plan the visits

1. Open Menu › Traveller. The map shows Ryan's garages; step 1 is Planning Days, Departure & Arrival.
2. Under Days, click + and pick the days — Next week adds five working days at once.
3. Under Departure & Arrival, click Set departure, then click the map where the week starts. Keep Finish where I start on to come back there each day. Check the visit window (09:00–18:00) and Visit duration, then click Next: Area assignments.
4. Under Customer filters, click Add filter › In campaign, choose the campaign and click Show results. Only the campaign's garages are planned.
5. Click Automatic planning. Each day gets an area of nearby garages; the step reads 5 of 5 ready.
6. Click Next: Calculate routes, review each day's visits, then Next: Calendar & save.
7. Review the week and click Save to calendar. 11 activities saved to the calendar. — already linked to the campaign.

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8.2Check in

1. Open Menu › Calendar and pick the day in the small calendar. Traveller's visits appear as Visit Planning.
2. Click a visit. A card shows the garage and Part of a Traveller plan, with Start visit, View Event and Add report.
3. Click Start visit. Visit started. The communications bar shows the garage and the visit timer.

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8.3Order on the visit

While the visit runs, place orders as in section 6.4 (Menu › Shortcuts › New order). They are linked to the visit the same way orders are linked to calls.

8.4Check out with the outcome

1. In the communications bar, click the orange stop button. Visit ended; the Visit outcome dialog opens with the campaign's name.
2. Choose the Outcome — Order placed, Price enquiry, Stock check, Delivery enquiry, Complaint, Callback requested, No interest or Wrong number — add a Note and click Save. Visit outcome saved.

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Managers follow the visits in the Campaigns list (Visited x / n) and in the Campaign progress and Visit campaign coverage widgets (section 10).

Reporting

Two reports show what each campaign and each promotion produced, from the calls and visits of every campaign. They are open to managers and the administrator; agents do not see them.

9.1Campaign outcomes

1. Open Menu › Reporting and click the open icon on Campaign outcomes — or use the Reports button on the Campaigns list. The report runs for the last month: one row per campaign with Campaign, Channel, Contacted, Offered a promotion, Offers made, Accepted, Sold, Not sold, Orders, Value and Outcome.
2. Change the period with the two dates and the calendar icon, then click the magnifier to run it again. Both dates are required.
3. Click the filter icon to narrow by Channel, Unit, Dealer, Agent, Campaign or Promotion, and to change Group by to Campaign, Dealer or Agent. Clear resets them.
4. Click the export icon and choose Export Excel or Export CSV.

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9.2Promotion outcomes

1. In Menu › Reporting, open Promotion outcomes and click the magnifier. One row per promotion: Promotion, Campaigns, Offered, Accepted, Sold, Orders, Value.
2. Use the same filters, Group by and export as above.

Dashboards

Each role opens on dashboards built for its work. Find them in the Dashboards tab of the side bar.

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10.1Filters and periods

1. Next to the dashboard title, click Add filter and choose Period, Unit or Dealer (for example Irwell Motor Company (Stellantis)), then Show results. Every widget follows the filter, shown as a chip next to the title; Clear all removes it.
2. In a widget, click its period (This month ▾) and pick Today, Yesterday, Last business day, Last 7 days, This week, This month, Last month, Last 3 months, or two dates and Apply. The headline figures compare with the previous period (↑ / ↓ and “vs …”).
3. Inside a widget, narrow with its own pickers — All campaigns, All promotions, All agents — and the All / Phone / Visit switch. The download icon exports the widget.

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10.2Open callbacks per agent

On the Agent day dashboard (James, contact-centre manager), at the bottom. It can be added to any dashboard with Edit › Widget › Calls › Open callbacks per agent. Only supervisors see it (people who manage campaigns).

For each agent, the widget shows the callbacks still to make — those a customer asked for on a campaign call or on a quote — how many are already past the agreed time, and the date of the oldest. Agents with the most overdue callbacks come first; the overdue count stands out in red.

1. Read the headline figures Open, Overdue and Oldest due, then the table Agent · Open · Overdue · Oldest due.
2. Narrow with All agents or All campaigns, or with the dashboard's Unit and Dealer filters. Only the matching callbacks are counted. Callbacks from quotes have no dealer, so a dealer filter leaves them out.

10.3Hub emails not acknowledged

On the Call centre overview dashboard (Rebecca, contact-centre manager). It can be added to any dashboard with Add dashboard or Edit › Widget › Orders › Hub emails not acknowledged. Only supervisors see it.

It lists, per dealer, the order emails sent more than 4 hours ago that the dealer has not yet confirmed with Confirm receipt (see 6.5): how many, the oldest sending and that order. The dealer that has waited longest comes first.

1. In the widget header, change the wait (Over 4 h ▾: 1, 2, 4, 8, 24 or 48 hours). The list follows; the choice is kept with the dashboard.
2. Click an order number to open the order. The Dealer order panel shows Receipt confirmed by … on … or Receipt not confirmed yet · emailed ….

The demo phone

The Demo phone stands in for a phone system. Anyone who uses the phone can open it from the communications bar to make a customer or a National Account call in, or to leave a missed call.

11.1Simulate an incoming call

1. In the communications bar, click the Demo phone button (the third one).
2. Choose the Caller — type part of a customer's or National Account's name and pick it — and the Line dialled. The Agent fills in with the line's usual agent; change it to whoever should receive the call.
3. Click Simulate incoming call. A confirmation reads Ringing for the agent, and the agent's bar rings with the caller and via the line.
4. As the agent, answer with the green button and hang up with the red one. The Call record opens: choose the Enquiry type and click Save record.

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11.2Simulate a missed call

With the same fields, click Simulate missed call. The agent's bar rings for about five seconds and stops, and the call is listed as missed. An incoming call that nobody answers becomes missed after 45 seconds.

Troubleshooting and FAQ

12.1Frequently asked questions

Why does the BMW UK manager not see this campaign?

Each person sees only their own manufacturer. Sign in as a contact-centre manager to see all five.

Why is Lucy not offered for Irwell Motor Company?

Lucy only sees Thameside Motors. The campaign pickers offer only the people who can see each dealer, so nobody is ever given garages they cannot open.

Can two agents call the same garage?

No. The queue hands each garage to one agent at a time.

Why does Ryan not have the Campaigns menu?

Account managers plan from Traveller; campaigns are prepared by their manager.

Does importing an audience file create customers?

Never. Rows that match no customer stay in the list as New, with their number.

Can we call our dealers something else?

Yes. The administrator chooses the word in Settings › Settings › Dictionary, in every language; menus, filters, reports and emails follow it.

Glossary

Audience

A list of garages to reach, built by rules or from a file, under Settings › Audiences. Campaigns, visit plans and promotions use it, applying the contact rules of each channel.

Campaign

Work on an audience: by Phone (the contact centre calls, one queue per dealer) or by Visit (account managers visit within a date window).

Promotion

An offer price or discount on one or more parts, valid between two dates, for one dealer or all of them, with an optional image and script line. Attached to campaigns so agents and reps can offer it.

Outcome

How a call or visit ended — Reached, No answer, Order placed, Price enquiry and so on — together with the promotions offered and accepted. The reports count outcomes.

Call record

The short form an agent completes after an answered call outside a campaign: the enquiry type and a note.

National Account

A large customer, such as a fleet company, with its own phone line, required job fields on every quote, and quotes it accepts online before any dealer is told.

Dealer

The word the demo uses for the locations that supply the parts and receive the orders by email (in the data model, a warehouse or branch). Each company chooses its own word in Settings › Settings › Dictionary.

Dealer order

The part of an order that goes to one dealer, numbered with the dealer's code (…-STL-LON).

Order mailbox

The dealer's address that receives its orders; its parts manager receives a notice for each new order.

Org unit

A level of the company tree — OEC, then each manufacturer, then each dealer. What a person sees follows their unit; screens show it as Unit.

Queue · Round

The garages a Phone campaign still has to call, per dealer. A round is one pass through a dealer's list.

Traveller

The route planner for field sales: days, areas, routes and calendar.

Demo phone

The stand-in for a phone system used in this demo.