Notification of service status updates to customers

Purpose

1.1. Automate notification of service status updates to Renault customers throughout the after-sales lifecycle.
1.2. Ensure customers are immediately informed of booking confirmations, maintenance progress, delays, completion, and follow-up surveys automatedly.
1.3. Automate cross-channel delivery (SMS, email, push notifications, WhatsApp, in-app) for maximum reach and satisfaction.
1.4. Automate communication logs and status updates for compliance and auditability.
1.5. Reduce manual workload, errors, and time-to-notification through end-to-end automation.
1.6. Automate escalation procedures if updates are not acknowledged by customers, improving engagement.

Trigger Conditions

2.1. New service booking creation in DMS (Dealer Management System) or CRM.
2.2. Change of booking status (e.g., vehicle received, under maintenance, delay, ready for pickup).
2.3. Automated completion of service tasks or technician checklists.
2.4. Upload of invoices or service documentation.
2.5. Missed customer acknowledgment within predefined SLAs, automating retry or escalation flow.
2.6. Scheduled customer feedback or survey intervals post-service completion.

Platform Variants

3.1. Twilio SMS
• Feature: Programmable SMS
• Setting: Configure automated outbound messages using API endpoint /Messages with dynamic customer data.
3.2. SendGrid
• Feature: Transactional Email
• Setting: Automate status-triggered template emails via /mail/send API with event webhook for delivery status.
3.3. WhatsApp Business API
• Feature: Automated WhatsApp messaging
• Setting: Use /messages endpoint to deliver templated notifications for each status update.
3.4. Firebase Cloud Messaging (FCM)
• Feature: Mobile push notifications
• Setting: Automate notification delivery to customer mobile apps using /send API.
3.5. HubSpot
• Feature: Workflow Automation
• Setting: User-triggered workflow based on ticket status change sends personalized emails and SMS via native integrations.
3.6. Salesforce
• Feature: Process Builder
• Setting: Automate customer task, notification, or SMS trigger when case record is updated.
3.7. Microsoft Power Automate
• Feature: Automated Flows
• Setting: Automate status-based notification via SMS, email, or Teams using connectors to DMS/CRM and comms platforms.
3.8. Slack
• Feature: Bot Automated Messages
• Setting: Notify account managers or support staff of critical updates via Slackbots for internal awareness.
3.9. Zapier
• Feature: Multi-platform integrations
• Setting: No-code automation to sync DMS status with SMS, email, or chat platforms; auto-escalate on inaction.
3.10. Mailgun
• Feature: Automated Email Dispatch
• Setting: Triggered RESTful /messages API to automatedly email status updates with tracking.
3.11. Telegram Bot API
• Feature: Custom notification bot
• Setting: Automate sending text notifications to Telegram users with /sendMessage.
3.12. Pusher Beams
• Feature: In-app push notifications
• Setting: Send real-time updates to mobile devices with the /publish API.
3.13. Intercom
• Feature: Automated chat and email
• Setting: Automate auto-messages for each service status to contacts via Intercom API triggers.
3.14. Freshdesk
• Feature: Event-driven email/SMS
• Setting: Automate flows within tickets to notify customers on each status change.
3.15. Zendesk
• Feature: Trigger automation
• Setting: Zendesk Triggers push SMS or email updates using extensions.
3.16. Plivo
• Feature: Automated SMS
• Setting: Automate notifications via /Message API for instant customer updates.
3.17. ActiveCampaign
• Feature: Customer Journey Automator
• Setting: Automated campaigns for status changes using webhook triggers.
3.18. OneSignal
• Feature: Web and mobile automated push
• Setting: Initialize notification automations using /notifications API for all connected platforms.
3.19. Amazon SNS
• Feature: SMS/Email/Push Notifications
• Setting: Automate multi-channel status updates with Publish API targeting customer endpoints.
3.20. ClickSend
• Feature: SMS/Email/Fax automation
• Setting: /sms/send API automates updating customers via multiple channels.
3.21. Podium
• Feature: Automated SMS and reputation management
• Setting: Automated survey/SMS on service milestone via Podium automator.
3.22. Oracle CX Service
• Feature: Automated notifications workflow
• Setting: Configure notifications algorithmic delivery using Oracle’s REST endpoints.
3.23. MessageBird
• Feature: Multi-channel cloud communications
• Setting: Automate WhatsApp, SMS, or Voice with /messages API after DMS status triggers.

Benefits

4.1. Increases customer satisfaction by automating, accurate, and timely status communication.
4.2. Frees up staff time — automates repetitive notification tasks, so staff can focus on value-added activities.
4.3. Enhances compliance by automating communication history retention for audits.
4.4. Reduces human error via machine-driven, templated notifications.
4.5. Improves response rates — automated reminders and escalations boost customer engagement.
4.6. Scalable and repeatable: a single automator setup can be replicated across groups and locations.
4.7. Builds trust through transparent, process-driven automating of after-sales communications.