Fortellis (CDK) Appointment Integration

This integration is sold separately. Contact your TSD Sales Representative at sales@tsdweb.com for more information.

HMA SRC offers an integration with Fortellis, CDK Global's commerce exchange platform, to retrieve service appointments from your CDK Drive Dealer Management System (DMS) and bring them into HMA SRC automatically.

Note: Unlike HMA SRC's real-time web scheduler / DMS integrations, appointments are retrieved from the CDK Fortellis platform on a recurring schedule rather than pushed the moment they're created.

Setup Requirements

  1. Contact TSD to get started. Initial configuration of the integration must be completed by TSD. Contact your TSD Sales Representative at sales@tsdweb.com for more information.
  2. Check your agreement types. This integration is applicable for Loaner and Rental appointments / agreements (also known as Transportation Types). You already have Loaner agreements by default, so if you plan to use this integration for rentals, make sure TSD has turned on the Rental agreement type. Contact TSD Support at support@tsdweb.com for more information.
  3. (Recommended.) Enable Auto Texting and Expedited Appointments. To get the most value from incoming Fortellis appointments, make sure your location has Auto Texting and Emails and Expedited Appointments enabled to collect customer information ahead of arrival.

Appointment Sync from Fortellis

Note: Unlike other Web Scheduler (BDC) integrations:

  1. Fortellis appointments are not sent to HMA SRC in real time. A scheduled process retrieves new and updated appointments from Fortellis on a recurring basis (nightly), so there may be a delay between when an appointment is created in CDK Drive and when it appears in HMA SRC.
  2. Fortellis appointments do not use customer matching. A new customer record is created every time a new appointment is imported; no attempt is made to match against an existing HMA SRC customer by license, name, email, or phone.

On a regular basis, HMA SRC retrieves Loaner and Rental appointments (including updates and cancellations) from the Fortellis platform.

Use the Next 60 Days tile on the Appointments Operations dashboard to view appointments. Those synced from Fortellis show a Source of Origin of Fortellis.

Appointment FAQs

Unlike other Web Scheduler (BDC) integrations:

  1. Fortellis appointments are not sent to HMA SRC in real time. A scheduled process retrieves new and updated appointments from Fortellis on a recurring basis (nightly), so there may be a delay between when an appointment is created in CDK Drive and when it appears in HMA SRC.
  2. Fortellis appointments do not use customer matching. A new customer record is created every time a new appointment is imported; no attempt is made to match against an existing HMA SRC customer by license, name, email, or phone.

Each appointment from Fortellis includes an apptId. If that ID hasn't been seen before for the dealer, a new appointment is created in HMA SRC. If it has, the existing appointment is updated.

Only the appointment date, appointment time, expected return date, expected return time, notes, and service advisor name are updated. All other fields on the existing appointment are left as-is, even if the incoming data differs.

Once an appointment is in a Processed or Cancelled status in HMA SRC, further updates from Fortellis for that appointment are ignored.