Every declined repair remembered. Every promise time tracked. Every upsell opportunity surfaced at write-up — before the customer walks out the door.
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Declined Service Follow-Up Queue
Every deferred repair auto-aged by customer. 30/60/90/180-day buckets. Text fires automatically when the window opens. Customer-signed record of what was declined and when.
“Customer declined the brake job in March. Came back in June with rear brakes metal-on-metal. She was angry. I had no record of the conversation.”
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Promise Time Alerts
Car going to be late? Auto-text fires to the customer before they call. Manager notified 1hr before promise if RO is not in quality check. CSI risk flag triggered automatically.
“Customer called the GM because their car was late and I hadn’t called them. The GM calls me. CSI survey comes back a 1.”
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AI Upsell Prompts
Mileage-triggered recommendations at write-up: air filter, cabin filter, brake fluid, tires, transmission service. Talking points included. Customer history surfaced before the car hits the bay.
“I write up 20 cars a day. I can’t remember which one needs what. The system should be telling me.”
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Active RO Communication Log
Every call and text per RO in one thread. Customer sees it too. No more “you told me 2pm” disputes — every interaction timestamped and recorded with the repair order.
“Customer says I told them 2pm. I said 4pm. We have no record. She’s disputing the bill.”
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Loaner Car Check-Out/In
Digital log with mileage in/out, condition photos, customer signature at checkout and return. Dispute protection built in. Overdue alerts fire automatically to the advisor and manager.
“Loaner came back with a dent. Customer says it was there. We have no documentation.”
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Write-Up Workflow
Digital multi-point inspection with customer signature and photo documentation. Tech recommendations surfaced to advisor before presentation. What was approved, what was declined — all signed and stored.
“Tech recommends 4 things. I write up 2. Customer approves 1. Later they ask why I didn’t tell them about the other 3. I have no record.”