The Techline Customer Support Center (TCSC) has introduced Dealer Case Management (DCM) support for all inbound cases. The DCM system (U.S.) enables dealership technicians to create, view and update Techline cases in real time, reducing the time spent waiting on a phone call for assistance when diagnosing a programming condition or other Techline-related issue. The DCM system is designed to enhance response times and help technicians get the information they need more quickly.
The new Techline DCM feature is found on the same page as the Technical Assistance Center (TAC) DCM system. To access the DCM, go to the App Center on GlobalConnect. Select Service from the Department drop-down menu and then select Dealer Case Management System & Resources from the list of apps. The DCM launch box will appear. Click the Launch button to open the application. (Fig. 1)
Fig. 1
DCM App
To start a case in the DCM application, select the Technical Assistance Center tab and click the New Techline Case button at the top of the page. (Fig. 2)
Fig. 2
Technicians are encouraged to start and manage a Techline case in the DCM portal. After starting a case, technicians have the option to await a response in the DCM portal or call Techline at 1-800-828-6860. All notes and communications will be documented in the DCM to be reviewed at any time.
PC Specs
After clicking the New Techline Case button, please fill out all the required information before proceeding in order to help the TCSC advisors collect all the details needed to provide assistance on the case. The Techline support case form includes PC specifications. (Fig. 3)
Fig. 3
The PC specs information can be located by searching and opening System Information on your PC: (Fig. 4)
Fig. 4
For additional information about using the DCM system, there are several training aids available. To review, select the App Resources button included in the DCM launch box on GlobalConnect.
For support with Dealer Case Management (DCM) access or performance, contact the GlobalConnect Help Desk at 1-888-337-1010, prompt 1 and then prompt 2.
– Thanks to John Sauer
Please bring this to Canada! There is so much useful information that is not being recorded because nobody is going out of there way to call TAC back to update cases because it’s too much of a waste of time.
When is this coming to Canada? Gm Canada needs to work on this so we have access to this case manage ment system . This would make the Tac Cases much better for everybody. Tac cases are left in the system and are closed with no resolutions.
This computer and dealership is 37km (23mi) from the USA and we can not use this!? I have had techs on hold long enough to drive to the border. Please get this in Canada tout de suite!
When is this coming to Canada? Continually we are left behind. Still no online TAC case management or generation either. It’s 2024 this should of been figured out YEARS ago. Stop wasting technicians time having us wait on hold, figure it out.
Please bring this feature to Canada