Customers & follow-ups
Bring them back for the work they put off.
Follow-up lists built from the work you’ve already done: oil service due, declined work, customers you haven’t seen and review requests. Your team sends them in one pass.
Opens Main Street Auto Service, a made-up sample shop, in your browser. No sign-up.
Sound familiar?
Where repeat visits slip away
- Declined work forgotten.
- Reminder postcards nobody reads.
- No idea who’s overdue.
Your repair orders already know whose oil is due, who said “not now” to brakes and who hasn’t been back. WPI Driveline Shop Management System reads them and lines up the follow-ups, so nobody has to keep a list in their head.
Follow-up lists
Six follow-up lists
Marketing builds each list from your own appointments, repair orders and messages. Every card shows who’s ready now and what went out in the last 30 days, and you switch each one on or off.
Appointment confirmation
Confirms new bookings so the customer knows they’re on the schedule. Switched on, the server texts bookings made from then on, from your business number.
Server sends it when on New bookingsMade after you switch it onDay-before reminder
The day before each appointment. Switched on, the server texts it from your business number at the hour you pick (8 AM to 5 PM); otherwise it waits in the list for your team.
Server sends it when on The day beforeAt the hour you pickReview request
Asks customers from recently closed visits how you did, with your Google review link once you add it in Settings.
Your team sends it in one pass Closed visitsEach customer is asked onceOil-service reminder
Due by time or by projected mileage since the last oil service: 6 months or 5,000 miles by default, both your settings. A connected car’s latest oil-life reading (15% or less) counts too.
Your team sends it in one pass 6 mo or 5,000 miDue every, by defaultDeclined-work follow-up
Work a customer said “not now” to that hasn’t been done since. It comes up two weeks after the visit.
Your team sends it in one pass 14 daysAfter the visitWe miss you
Customers you haven’t seen in a while and who aren’t already booked. Nine months by default, and you set the number.
Your team sends it in one pass 9+ monthsWithout a visit, by defaultWhat the server sends, and what waits for your team
Confirmations and day-before reminders, once you switch them on, are sent by the server with Twilio (Shop Cloud). Until then they wait in the list with the others, for your team to send in one pass.
Campaigns
Campaigns, written once
Build a custom campaign by customer tag, the make they drive or when they last visited. Write the message once with merge fields like {first} and {vehicle}, and each customer gets their own name and their car on file.
Send everything at once from your business number (Twilio) or your email (Resend), with Shop Cloud. Otherwise send one tap at a time from the shop phone, as one BCC email, or export the list for a bulk tool.
Every send is logged on the customer’s thread. With Resend, addresses that bounced or marked you as spam are skipped.
One-pass sending uses Shop Cloud with your Twilio number or Resend. See Texting, calls & email.
History
The whole story on every customer and vehicle
Every repair order and message stays on the customer and the vehicle, and declined work stays on the customer’s page. Whoever picks up the phone sees what was done, at what mileage, and what’s still waiting.
Auto Diagnosis & vehicle dataCustomers
Lifetime spend, visit history, recent messages, declined work to follow up and tags, on one page. Summarize with AI (Shop Cloud with your Anthropic key) gives the advisor a short summary.
Vehicles
A service timeline with mileage and lifetime spend, the vehicle’s configuration (system diagrams, parts list and repair guides) and a Diagnose button.
Recalls and record history
NHTSA recalls, complaints and crash ratings on demand: tap Check now, or turn on Always check. With Shop Cloud, every record keeps a change history with one-click restore.
Connected cars
Connected cars, with the owner’s OK
Send connect link texts the owner a link, good for 7 days, that opens Smartcar Connect. They sign in to their carmaker account and approve access.
Access is read-only: vehicle info, VIN, odometer, oil life, tire pressure, fuel and battery. There is no unlocking, starting or location.
When someone opens the vehicle and the last reading is more than 12 hours old, or taps Read now, the app reads the car: the mileage updates, and oil life of 15% or less and tires under 28 psi are flagged. A low oil-life reading puts the car on your oil-service list for your team to send, once it has had an oil service with you.
Tokens stay on your Shop Cloud server and never reach a device. The owner can disconnect any time.
Vehicle history reports
Service records for CARFAX
Get the work you’ve finished onto vehicle history reports, tied to each VIN.
Guidance and a CSV, not a direct connection
The app explains how to enroll in the free CARFAX Car Care service-shop program and exports a service-history CSV for any date range. ROs without a 17-character VIN are skipped and counted so you can fix them. Records reach CARFAX only after your shop enrolls.
Each row carries the VIN, year, make and model, service date, odometer, RO number, the service performed and your shop’s name, address and phone.
Questions
Follow-up questions
Do follow-ups send themselves?
Only appointment confirmations and day-before reminders, once you switch them on. The server sends those from your Twilio number through Shop Cloud. Your team sends the rest in one pass from the Marketing page.
Can customers opt out?
Yes. STOP is honored: when a customer replies STOP to your business number, texts to them are blocked until they reply START.
Does connected-car access track location?
No. Access is read-only and covers vehicle info, VIN, odometer, oil life, tire pressure, fuel and battery. Location, unlocking and starting aren’t part of it.
Does it report to CARFAX automatically?
No. Once your shop enrolls in the CARFAX Car Care program, you export the service-history CSV and send it the way CARFAX asks.