Hebert's Town & Country - Text2Drive

How Hebert’s Town & Country Improved Their CSI Score - Case Study

Service Advocacy


Overall Service Advisor


Fixed First Visit


Surveys Completed


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

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 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.