01What it is
Service CRM is a list of reminders to contact a customer about a specific car. Each reminder has a customer, car, reason, due date, last contact and status.
When you open the screen, the system suggests a reminder for every customer and car pair about 11 months after the last closed job, due a year after the last service. It does this once per cycle, so reminders are not duplicated.
A reminder moves through statuses: To contact, Contacted, Appointment booked, Declined and Completed. You can change the status straight from the list.
- SUGGESTS ITSELF
- A service return reminder a year after the last service.
- CONTACT HISTORY
- Every call, e-mail, SMS and conversation logged with its outcome.
- WITHIN CONSENT
- E-mail only to customers who agreed to reminders and offers.
02What it is for
Customers come back
A reminder a year after the service brings the customer in for the next one.
Today's list
The Due today and Overdue tiles show who to call now.
Workshop memory
The contact history also shows on the customer card.
No spam
Sending checks the customer's consent to reminders and offers.
03Main options
Service CRM is a list of reminders with tiles, contact logging and sending reminders.
Who, which car and when
Overdue rows and rows due today are highlighted.
- Tiles: all, overdue, due today, awaiting contact
- Columns: customer, vehicle, location, reason, due date, last contact, status
- Status and customer filters
A conversation with an outcome and next step
The entry goes into the customer's contact history.
- Method: phone, e-mail, SMS, in person, other
- Outcome and next contact
- New reminder status
A reminder by e-mail
One reminder or all due ones at once.
- Send reminder: a customer with e-mail and consent to reminders and offers
- Send all that are due: To contact reminders due today or earlier, after confirmation
- Once a day automatically, when you switch on Service reminders by email in the workshop settings
04Tasks step by step
- STEP 1Open Modules › Customers › Service CRM and look at the Due today and Overdue tiles.
- STEP 2After the call use Log contact: method, outcome and next contact.
- STEP 3Set the status, for example Appointment booked.
- STEP 1Choose New reminder.
- STEP 2Pick the customer and due date, check the title for the customer.
- STEP 3Add the vehicle, reason (periodic service by default), next contact and a note.
- STEP 1Choose Send all that are due and confirm.
- STEP 2To contact reminders due today or earlier go to customers with an e-mail and consent.
- STEP 3If the workshop has no mailbox set up, the app tells you so.
05Actions
The most common tasks in Service CRM.
New reminder
Customer, car, reason and due date.
Log contact
A conversation with outcome and next step.
Send reminder
An e-mail to a customer with consent.
Send all that are due
Every reminder due today or overdue.
06What it connects to
Choose a module to see how it connects to reminders.
Customer list
The Service and contact tab on the customer card shows their reminders and conversations.
Go to the topicCustomer listWorkshop
Daily automatic sending is switched on in Service reminders by email; it needs the workshop mailbox.
Go to the topicWorkshop