TO:

All Regions, SNE, SDC

FROM: Subaru of America Marketing Dept.
DATE: June 16, 2014
SUBJECT: Care Connect Service Reminder Enhancement
CATEGORY: Parts/Service
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Dear Subaru Retailer,
At the request of a number of Subaru retailers, Care Connect now offers the ability to look up a specific vehicle in the
Care Connect system and change the service interval for that particular vehicle, regardless of your default maintenance
interval (factory or severe) chosen at the time of Care Connect setup. This will change the timing of the Scheduled
Maintenance reminder communications for that specific vehicle. This new feature allows you to switch any vehicle
between the severe timing and factory timing with just a few simple steps. Click here or go to Fixed Ops‐Marketing/Care
Connect/Resources for more information.
Thank you.

Enabling/Disabling Severe Service Plan by VIN

Overview

The Care Connect program offers Subaru retailers two maintenance intervals for determining when a
customer should be notified that their vehicle needs scheduled maintenance services. These
maintenance intervals are referred to as "Normal" (factory) and "Severe", and you selected one interval
to use during the initial Care Connect setup:
• Normal Maintenance Intervals: contact customers at every 7500 miles (6000 miles for MY15)
• Severe Maintenance Intervals: contact customers every 3750 miles (3000 miles for MY15).
However, all customers that drive synthetic oil vehicles are notified using the Normal Maintenance
Interval timing, even if you selected the Severe Maintenance Interval as your default. This was put
into place for customer satisfaction reasons related to the cost of ownership.
At the request of a number of Subaru retailers, Care Connect now offers the ability to look up a specific
vehicle in the Care Connect system and change the service interval for that particular vehicle,
regardless of your default maintenance interval. This will change the timing of the Scheduled
Maintenance communications for that specific vehicle only. This new feature allows you to switch any
vehicle between the severe timing and the normal timing (in just a few easy steps).
If a customer fits the severe criteria for their year and model and you are using Normal intervals (or the
customer is driving a synthetic oil equipped vehicle), then you may want to switch them to the Severe
interval.
Before this feature can be used, though, you must ensure that you have configured Scheduled
Maintenance coupons for both interval types. Your Care Connect Account Manager (CCAM) knows your
current interval settings and will be glad to walk your service team through the process outlined below
to develop any necessary new coupon offers and to change individual vehicle settings.

The following chart shows how the Scheduled Maintenance communication intervals can be changed:
MY14 and older
Dealer
Conventional
Plans
every 7500 miles, retailer can change to
Normal 3750 VIN-by-VIN
3750 recurring, retailer can change to
Severe 7500 VIN-by-VIN

Synthetic
every 7500 miles, retailer can change to 3750
VIN-by-VIN
every 7500 miles, retailer can change to 3750
VIN-by-VIN

MY15 and ongoing
Dealer
Conventional
Plans
every 6000 miles, retailer can change to
Normal 3000 VIN-by-VIN
3000 recurring, retailer can change to
Severe 6000 VIN-by-VIN

Synthetic
every 6000 miles, retailer can change to 3000
VIN-by-VIN
every 6000 miles, retailer can change to 3000
VIN-by-VIN

Instructions
1. Search for customer
or VIN:

2. Locate vehicle record on the customer page
3. Click the “Use Severe Plan” link to enable/disable severe plans