Automotive Customer Retention Process

Start of the Workflow/Process.

Retrieve the customer's service history, contact details, and vehicle information from the Customer Data Model.

Identify the date of the last recorded maintenance visit to calculate the interval since last service.

Calculate the number of days elapsed between the current date and the last service date.

Apply a formula based on frequency of visits and total spend to determine the customer's loyalty tier.

Sum all historical transaction amounts from the Sales Data Model for the specific customer.

Create a task for the assigned Service Advisor to review the customer's recent feedback.

Create a task for the CRM team to call customers whose service interval is approaching.

Send an automated email containing a discount voucher for the upcoming scheduled maintenance.

Send a short text message reminder 24 hours before the scheduled service appointment.

Update the 'Loyalty Status' field in the Customer Data Model based on the new calculated score.

Create a new entry in the Campaign Tracking model to log that a retention action was performed.

Create a task to trigger a CSAT (Customer Satisfaction) survey 3 days after the service is completed.

Create a summary report showing the conversion rate of customers who responded to retention offers.

Delete temporary promotional code entries that have passed their expiration date.

End of the Workflow/Process.