Automated service and MOT reminders

Purpose

1.1. To notify Abarth luxury car owners of upcoming services or MOTs, ensuring timely compliance, enhancing after-sales experience, increasing dealership service appointments, and reducing missed or overdue maintenance.
1.2. Integrates customer database with communication tools to send automated, personalized reminders via SMS, email, push notification, or direct mail.
1.3. Enables tracking of customer responses and bookings, facilitating workflow for the service team.
1.4. Escalates notifications with multi-channel delivery, managing opt-out preferences and service logs.

Trigger Conditions

2.1. Scheduled service interval due by mileage or date recorded in CRM.
2.2. MOT expiry detected from DVLA (or equivalent authority) integration.
2.3. Customer-initiated booking altered or cancelled.
2.4. First registration anniversary or last service/MOT date plus defined period.
2.5. Service campaign or recall eligibility identified.

Platform Variants

3.1. Twilio (SMS, WhatsApp)
• Feature/Setting: Messaging API, set to send reminders using programmable SMS or WhatsApp on due approaches (e.g., `messages.create()`).

3.2. SendGrid (Email)
• Feature/Setting: Transactional Templates, automated reminder emails via v3 Mail Send API.

3.3. Mailchimp
• Feature/Setting: Customer journeys, automated email drip based on custom segments and triggers.

3.4. Slack
• Feature/Setting: Incoming Webhooks, sends internal notifications to service advisors on customer response.

3.5. Microsoft Outlook (Office 365 API)
• Feature/Setting: Calendar event insertion and mail scheduling for reminders.

3.6. Salesforce
• Feature/Setting: Process Builder/Flow, automates email/SMS reminders using customer and service data.

3.7. Google Calendar API
• Feature/Setting: Creates calendar events and reminder notifications for booked services.

3.8. HubSpot
• Feature/Setting: Workflows, automates reminder emails/SMS from service pipeline phase.

3.9. ActiveCampaign
• Feature/Setting: Automation Builder, sends sequenced reminders and tracks customer action.

3.10. Pipedrive
• Feature/Setting: Workflow Automation, triggers notifications and task assignments.

3.11. Zendesk
• Feature/Setting: Triggers, sends reminders to customers and creates service tickets.

3.12. WhatsApp Business API
• Feature/Setting: Templates for scheduled message delivery with booking links.

3.13. Facebook Messenger (Meta API)
• Feature/Setting: Sends scheduled or event-triggered reminders via Send API.

3.14. Mailjet
• Feature/Setting: Transactional Email API, configures templates for automatic dispatch.

3.15. ClickSend
• Feature/Setting: SMS API schedules multi-stage SMS or voice reminders.

3.16. Google Sheets
• Feature/Setting: Time-driven triggers to launch notification scripts as per due dates.

3.17. Zapier
• Feature/Setting: Multi-step Zaps, connects CRM, email, and SMS for seamless automation.

3.18. Freshdesk
• Feature/Setting: Automations, sends pre/post service reminders and survey links.

3.19. Calendly
• Feature/Setting: Sends automated calendar invites and SMS/email reminders on booking.

3.20. SAP Customer Experience
• Feature/Setting: Marketing Cloud Triggers, sends personalized omnichannel reminders.

4. Benefits

4.1. Improves customer retention and satisfaction with timely communications.
4.2. Reduces manual administrative load for after-sales teams.
4.3. Raises after-sales revenue by minimizing missed bookings.
4.4. Ensures compliance and safety for luxury vehicle clients.
4.5. Captures customer preferences and response tracking, optimizing engagement strategy.