Automotive · Service

Extended Diagnostic Wait Follow-up

Keep customers informed during a multi-day diagnostic process rather than leaving them wondering.

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
SIP Trunk Route inbound & outbound calls through your phone system. Connect during setup

How it works

  1. Agent tracks ROs in extended diagnostic status beyond the typical same-day turnaround.
  2. A daily update is sent with the current stage — even 'still investigating' — so silence doesn't feel like neglect.
  3. Once the technician logs a diagnosis, triggers the MPI upsell callback immediately.
  4. Confirms the loaner/courtesy vehicle status remains valid for the extended period.

Data sources

DMS diagnostic status Loaner fleet status

What it targets

  • Daily updates sent during extended diagnostics Target 95%
  • Customer satisfaction for extended-diagnostic ROs Target 4.4/5