Texting Software for Car Dealerships Case Study
Service Advocacy
0%
Overall Service Advisor
0%
Fixed First Visit
0%
Surveys Completed
0%
Effective Communication Exhibits Superior Customer Service
Which In Turn Enhances ALL Areas of the Customer Experience
Actual Year-Over-Year CSI Score Card Case Study From Hebert’s Town & Country
Download PDF of this Case Study
The Secret To How We Did It
Take A Page Out Of Our Play Book & Follow This Service Process Flow Chart
Step 1
Customer Inquiry
Contact Info:
Sends Advisor’s contact info to customer so they have direct access to the Advisor.
Step 2
Appointment Set
Appointment Calendar Invite:
Send invite to schedule the appointment.
Appointment Thank You:
Send after setting the appointment.
Auto Text Reminder:
Sends the day before the appointment.
Reschedule Appointment:
Send if the appointment is missed.
Step 3
Write Up
Auto Welcome Text:
Automatically sends when a Repair Order is printed.
Step 4
Progress Update
Progress Delay:
Send when there is a delay getting the car in stall.
Vehicle Update:
When car is in stall but diagnosis isn’t necessary.
Diagnosis Update:
When car is in stall but no diagnosis reached.
Step 5
Authorization
Authorization Needed:
Will ask the customer to call in order to review recommendations and/or diagnosis.
Confirmation:
Send to get written confirmation.
Step 6
Parts In Stock
Parts Are In:
Informs the customer their special ordered parts are in and offers to set an appointment.
Step 7
Repairs Complete
Ready for Pickup:
Informs the customer their vehicle is completed. Send after invoicing the Repair Order.
Step 8
Post Follow Up
Send Survey:
Check up on the customer a few days after. Informs them of the survey.
Survey Expire:
Reminds customer that they have a survey and it will expire soon. Send 1-2 weeks after survey is received.