Automotive · Service

In-Progress Delay Notification

Proactively notify customers when a service job runs longer than the original estimate.

Apps this needs

DMS Keyloop, CDK or DMS export for customers & appointments. Connect during setup
SMS Gateway Fallback text messages for reminders and links. Connect during setup

How it works

  1. Agent monitors RO progress in the DMS against the originally quoted completion time.
  2. If a job trends to exceed the estimate, sends an SMS with the revised time and reason — parts delay, additional issue found.
  3. A newly found issue requiring approval triggers the MPI upsell callback instead of a plain delay notice.
  4. Final completion is confirmed via SMS with pickup instructions once the DMS marks the RO complete.

Data sources

DMS RO status / technician time tracking

What it targets

  • Delays communicated before the original promised time Target 90%
  • "Where's my car" calls Target -50%