DMS Asset and Customer Data Synchronization

NOTE: This feature is currently available to pilot participants only. If you're interested in enabling it for your location, contact your PSSM Program representative.

Overview

The DMS Asset and Customer Data Synchronization feature lets Service Teams compare PSSM records against a connected Dealer Management System (DMS) and reconcile any differences. You can pull DMS records missing from PSSM and resolve field-level discrepancies in existing customer and asset records. Every action is user-initiated and reviewed before anything is applied, so nothing changes automatically.

Who Can Use This Feature

These roles can run DMS lookups, sync records, and apply updates. Every sync is recorded in the record's Change History.

• Service Manager
• Service Advisor

Checking Sync Status

Every customer and asset record shows a Sync Status indicator so you can tell at a glance when it was last compared with the DMS. 

Adding DMS Records

When a customer or asset exists in the DMS but has not been added locally, you can add it from the search results. On the Customers or Assets page for your location, select the DMS tab to look up records in the connected system.

Select the add icon on any DMS-only record to add it to PSSM. The record receives a sync timestamp and is added to your results on the next refresh. Records that have already been added show the add icon disabled, with a tooltip indicating the record is already in PSSM.

If a matched customer doesn't already exist in the DMS, PSSM creates it locally right away. That new customer is only pushed to the DMS if your location's settings support writing customer updates back to the DMS; otherwise, it will not appear on the DMS side, which is expected and not a sync error.
 

How Syncing Works

Both sync types compare a local record against the DMS field by field, and you choose which value to keep. The wizard shows only the fields that differ between the two systems. For each one, select the value you want to keep, or use the bulk Select All options to resolve everything from one system at once. When only one system has a value, it is selected for you. A final summary shows everything that was applied, and then you select Close to finish. The record gets a new Sync Status timestamp.

Synchronizing a Customer

Start a customer sync from any customer row in the search results or from the customer's detail page using Sync with DMS. The wizard compares customer fields; you resolve any differences as described above, and the summary confirms what was applied.

Synchronizing an Asset

Start an asset sync from any asset row in the search results, from the asset's detail page, or from the Edit Asset page, using Sync with DMS.

An asset sync runs in two parts:

1. Customer match check. The wizard first confirms that both systems agree on the assigned customer. If PSSM and the DMS disagree, you'll be prompted to choose:
   • Use PSSM Customer – keep the customer currently assigned in PSSM
   • Use DMS Customer – switch to the customer record from the DMS
   • Choose Another Customer – search for and assign a different customer entirely

2. Field comparison. Once the customer match is resolved, the wizard compares the asset fields and resolves any differences the same way you would for a customer.

   NOTE: If your location has OEM Build Data enabled, the OEM-authoritative fields (Year, Make, Model, Engine Type) are locked and cannot be overwritten by DMS values.

Adding a DMS-Only Asset: Add to PSSM vs. Create Case

When you look up an asset that exists only in the DMS, you have two options:

• Add to PSSM: adds the asset to PSSM as its own record, following the same behavior described under Adding DMS Records above.
• Create Case: adds the DMS-only asset to PSSM and opens a new case for it in a single action.

Controlling Whether Updates Reach the DMS

Administrators decide whether syncs are written back to the DMS in Admin Tools > Customize Your Database > Location Information > External Interfaces.

When the DMS cannot accept a particular update, the system skips it and notes the restriction in the sync summary.