Service reminder Post service Feedback

Service reminder Post service Feedback

 Service Job Card Closing & Reopening Process Guide Step by Step Guide

1.  Introduction

The Service Reminder process is designed to help the dealership:

  • Remind customers about their upcoming vehicle service
  • Ensure customers book their service on time
  • Maintain regular communication with customers
  • Improve service conversion and customer satisfaction

This activity is handled by the Customer Relationship Executive (CRE).

So, Service reminders are driven by service milestones defined for each vehicle. 

Milestones are calculated based on: 

• Vehicle Invoice Date (Auto fetched) 
• Vehicle Generation (Gen1 / Gen2) 
• Service schedule (months and kilometer thresholds).

Service becomes due when either condition is met: 
• Time milestone reached 
• Odometer milestone reached 

The system must support both logic paths simultaneously and always trigger whichever occurs first.    


Gain DMS Service reminder Post service  Feedback Tutorial Video


    

2.How to Access Service Reminder Screen

Follow the below steps to open the Service Reminder screen in DMS:

  1. Click on CRM
  2. Click on Service Reminder

After clicking Reminder, the system will open the Reminder Worksheet Screen.

3. Understanding the Reminder Worksheet Screen

This is the main working screen for CREs.

On this screen, you will see:

  • A list of customers who need to be called
  • Customer contact details
  • Service due information
  • Different set of customers grouped (called “buckets”) based on call type

👉 Important:
Only customers who need to be called on that particular day will appear on the screen.

4. How the System Decides When to Show Customers for Calling

The system automatically schedules calls based on the customer’s vehicle service due date.

Instead of showing all customers at once, the system shows them in stages:

🔹 First Reminder Call (N - 10)

  • Customer appears 10 days before their service due date
  • This is the first attempt to remind the customer

🔹 Second Reminder Call (N - 5)

  • If the customer did not book service in the first call,
  • They will appear again 5 days before the service due date

🔹 Third Reminder Call (N - 2)

  • If still no response,
  • Customer appears again 2 days before the service due date

👉 In simple words:
The system gives 3 chances to call the customer before their service is due.

 

Customer data appears based on service due date (N):

Attempt

   Timeline

        Description

1st Attempt  

   N - 10

        10 days before service due

2nd Attempt

   N - 5

        5 days before service due

3rd Attempt

   N - 2

        2 days before service due

 

👉 Only customers due for calling today will appear in the worksheet.

5.  What Happens When You Make a Call

Whenever you call a customer and update the status in the system:

  • It is counted as First call attempt

Even if:

  • Customer does not answer
  • Call gets disconnected

It is still considered as an 1st attempt.

6. Different Customer Response Scenarios

✅ Scenario 1: Customer Agrees for Service

If the customer agrees to service:

  • You should convert the call into a booking
  • Enter the service appointment date

👉 Once booking is done:

  • Customer will not appear again for reminder calls
  • Instead, they will move to booking follow-up

🔄 Scenario 2: Customer Requests a Call back

If the customer says:
👉 “Call me later” or “Call me on another day”

Then:

  1. Select Call back Requested
  2. Enter the next call date

👉 Important Rules:

  • Customer can request call back maximum 2 times
  • If call back is requested for the 3rd time, system will:
    • Automatically mark the case as No Further Action (NFA)
    • No more reminders will be shown
  • Note – If the next call date is given by the customer which is before the date of next scheduled call i.e. maybe N-2 or N-5 than the call list will populate such records in the call list based on next call date. And if the next call date is post date of next scheduled call than the call list will populate such records in the call list based on Scheduled call date.

📵 Scenario 3: Unable to Connect

If:

  • Customer does not pick the call
  • Call is disconnected
  • Network issue

Then select:

  • Unable to Connect or Call Disconnected

👉 System Behaviour:

  • The case will be marked as No Further Action (NFA)
  • Customer will not appear again

 

❌ Scenario 4: Wrong Phone Number

If the number is incorrect:

  1. Select Wrong Number
  2. Enter the correct phone number

👉 System Behaviour:

  • Old number will be removed
  • New number will be saved
  • Future calls will go to the new number

7. What Happens If CRE Does Not Make Calls

If the CRE:

  • Does not call the customer in first, second, and third attempts

👉 Then:

  • The record will remain in the system and it will be keep on showing in the call list till the next service due date.
  • It will be marked as a Lapsed Reminder

Meaning:

  • The reminder was missed completely for previous service.

8. What Happens After Customer Books Service (D – 1)

Once a booking is created:

🔹 Reminder Before Service Date

  • System will show reminder 1 day before the booked service date

👉 Purpose:
To confirm whether the customer will visit or not

⚠️ Exception:

If booking is for today,
then:

  • System cannot show reminder for “Yesterday”.
  • So no reminder will be generated for today’s service bookings.

9. If Customer Misses Service Appointment

If the customer:

  • Booked service on a particular date
  • But did NOT visit on that day

Then system will remind again:

  • 2 days after missed appointment (D + 2)
  • 5 days after missed appointment (D + 5)

👉 Purpose:
To bring the customer back for service

10.  Understanding Different Sections (Buckets)

The screen is divided into different sections for easy tracking:

1️ Confirmation Section (D-1)

  • Customers who have already booked service
  • Used to confirm upcoming appointments and ensuring the customer visit.

 

 

2️ Missed Booking Section (D+2, D+5)

  • Customers who missed their service appointment
  • Follow-up calls happen here

 

 

3️ Missed Reminder Section (Lapsed)

  • Customers who were supposed to be called earlier
  • But calls were not made

 

 

4️ Reminder Section (Main Section) (N-10, N-5, N-2)

  • Customers who need to be called today
  • This is where CRE will work mostly

 

 

5️ Callback Section

  • Customers who specifically requested a callback for today.
    • Call back can be requested only twice for a single customer.
    • If the third attempt also results in no engagement → system marks record as NFA (No Further Action) and removes form reminder list. 

 

 

11. Call Outcome Options in System

After each call, you must make you selection based on call outcome.


👉 Click on call button to act on the respective customer and update the call outcome.

 

 

✅ Booking

  • Customer agrees → Create booking

 

 

🔄 Rescheduled

  • Customer changes appointment date

 

 

📵 Unable to Connect

Call not successful than user has to update call back requested on what date or call disconnected needs to be updated.

 

❌ Wrong Number

·        
If No Action is selected than the respective customer will not reflect in the call list in future.

·        
If Update secondary phone is selected than the secondary number will reflect in the service reminders call list.

·        
Primary number remains it will be controlled by headquarters systems.

·        
If number is updated: Reminder cycle continues.  If number not updated: Reminder attempts stop. 

 

📝 Remarks

  • Add additional notes if required

12.
🚨 Special Options (Advanced Cases)

❌ Don’t Call Again

  • Select if customer clearly says:
    👉 “Do not call me again”

👉 System will:

  • Stop all future reminders

🔄 Sold to Another Customer

If vehicle is sold:

  • Select this option
  • Enter new owner details (if available)

👉 System Behaviour:

  • Ownership change request is created
  • Needs approval from company (OEM)
  • After approval:
    • New owner will start receiving reminders (CRE can see new customer details)

 

🔁 Service Migration

If customer moved to another city/dealer:

  • Select Service Migration
  • Enter:
    • New location
    • Dealer
    • Reason

👉 System Behaviour:

  • Future reminders will go to the new dealership

 

 

 13. Additional Filters

The system allows you to:

  • Select specific dates and make the worksheet accordingly so that you can View past or future calls to Plan your calling activity.

 

 

14. Appointment Creation

The appointment form must contain the following fields: 

• Appointment ID (Auto Generated) 
• Service Center 
• Service Type (PMS / Running Repair / Accident) 
• Appointment Date 
• Appointment Slot 
• Additional Remarks 
• Vehicle Registration Number 
• Contact Number 

11.  Appointment Slot Management 

Workshop Managers define appointment slots. 

Rules: 
• Slots must be defined at least 15 days in advance. 
• Each slot includes: 
   - appointment duration 
   - number of vehicles per slot 
   - time window of service operations 
   - optional service type segmentation 

Example: 
Time Window: 9AM – 12PM 
Appointment Duration: 1 hour 
Vehicles per slot: 2 

14.  Appointment Retention Logic 

An appointment is considered retained when a job card is opened for the same VIN. 

Important rule: 
Service type mismatch does not invalidate retention. 

Example: 
Appointment booked for Running Repair 
Job card opened for PMS 

Still counted as appointment retention. 

15.  Appointment Expiry 

Appointments expire at the end of the workshop working day. 

Example: 
Appointment scheduled for 4 PM. 
Customer arrives at 6 PM. 

Appointment still valid until end of day. 
After workshop closing hours → appointment auto cancelled. 

 




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