Have you ever received a voicemail from a customer and needed a quick refresher before calling them back?
Maybe they mentioned a previous purchase, a recent service visit, or another interaction with your dealership. Instead of clicking through multiple screens or asking around for context, you can now find the information you need in one place.
The
Unified Customer Profile brings together customer data from
ERA-IGNITE and
FOCUS, including deal history, service history, lifetime spend amount, and more. With a complete view of the customer’s relationship with your dealership, you can spend less time searching for information and more time having productive conversations.
Accessing the Unified Customer Profile
You can access the Unified Customer Profile from ERA-IGNITE by selecting Display > Unified Customer Profile or pressing Ctrl+W.
You can access it in the following applications:
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F&I Desking, within a deal.
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Service, within a repair order.
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Parts, within an invoice.
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Names Application, within a record.
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RITS Desktop Application, within the Customer Information window.
Let’s go back to the voicemail example. Before returning the customer’s call, you may want to review their information to better understand their history with your dealership.
From the Names application, you can quickly open the Unified Customer Profile and review key details without searching multiple areas of the system.
In this example, access the Unified Customer Profile from the Display menu to review the customer’s history.
Bonus Tip: The Unified Customer Profile also displays linked client records, so you can see members of the same household as well as records with misspelled names.
Utilizing the Customer Snapshot
Once the profile opens, three sections help you prepare to return the customer’s call.
Start with the left panel (highlighted in red). This area provides a quick customer snapshot, helping you confirm you’ve selected the correct record before returning a call. Here, you can review contact information, business value, gross profit, and other key details at-a-glance.
Bonus Tip: Lifetime spend and other totals only display if the appropriate permissions are enabled in the Security Maintenance application.
Next, move to the middle panel (highlighted in green). This section contains tabs that help you explore different types of customer information.
Looking for a previous purchase? Want to review recent activities? Need to check on a deal in progress? Select the tab that matches the information you’re trying to find.
The details for the selected tab appear in the right panel (highlighted in blue). For example, if the customer mentions a previous visit or purchase in their voicemail, the Timeline tab can help you review that activity. Depending on the tab selected, you can also view deals in progress, business value information, sales and service opportunities, and vehicles purchased by the customer.
Bonus Tip: If your dealership has multiple stores, the Unified Customer Profile displays the customer data from each location.
Bringing the Customer Story Together
Before returning a customer’s call, the Unified Customer Profile gives you the context you need in one place. From past interactions and service visits to purchases, active opportunities, and lifetime business value, you can quickly see the bigger picture behind the conversation.
That added visibility helps your team personalize each interaction, answer questions with confidence, and uncover opportunities that are easy to miss when information is spread across different areas. Instead of spending time tracking down details, you can focus on building stronger relationships and creating a better customer experience.
