AUTOMOTIVE CUSTOMER RETENTION PROCESS

Created by ChecklistGuro (https://checklistguro.com)

[ ] Fetch Customer Profile: Retrieve the customer's service history, contact details, and vehicle information from the Customer Data Model.
[ ] Get Last Service Date: Identify the date of the last recorded maintenance visit to calculate the interval since last service.
[ ] Calculate Service Interval Gap: Calculate the number of days elapsed between the current date and the last service date.
[ ] Determine Loyalty Score: Apply a formula based on frequency of visits and total spend to determine the customer's loyalty tier.
[ ] Calculate Total Customer Lifetime Value: Sum all historical transaction amounts from the Sales Data Model for the specific customer.
[ ] Assign Service Advisor Follow-up: Create a task for the assigned Service Advisor to review the customer's recent feedback.
[ ] Schedule Maintenance Reminder Task: Create a task for the CRM team to call customers whose service interval is approaching.
[ ] Send Personalized Service Offer: Send an automated email containing a discount voucher for the upcoming scheduled maintenance.
[ ] Send Appointment Reminder SMS: Send a short text message reminder 24 hours before the scheduled service appointment.
[ ] Update Customer Loyalty Tier: Update the 'Loyalty Status' field in the Customer Data Model based on the new calculated score.
[ ] Create Retention Campaign Log: Create a new entry in the Campaign Tracking model to log that a retention action was performed.
[ ] Create Feedback Survey Task: Create a task to trigger a CSAT (Customer Satisfaction) survey 3 days after the service is completed.
[ ] Generate Monthly Retention Report: Create a summary report showing the conversion rate of customers who responded to retention offers.
[ ] Clean Up Expired Offers: Delete temporary promotional code entries that have passed their expiration date.

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