Auto Repair Customer Communication Software

Automated SMS and email messages triggered by job status changes -- vehicle received confirmation, technician assigned, inspection complete and report ready, estimate awaiting approval, approval received and work starting, repair in progress, and vehicle ready for collection. Each message is triggered by the status change, not by a staff member. Message content includes the customer's name, vehicle registration, and a link to view the inspection report or approve the estimate. Notification history stored against the job record so the service desk can see what was sent and when. No customer needs to call the shop to find out what stage their vehicle is at.

Digital vehicle inspection report generated from the technician's inspection record, including annotated photos of each flagged item -- worn brake pads, cracked CV boot, tyre tread depth -- with condition rating and recommended action. Report sent to the customer via SMS and email with a link to view on their phone. Approval or decline decision made directly from the link -- the customer reviews photos and costs and confirms without calling the shop. Partial approval supported where the customer approves some items and declines others. Approval status updates in the job card in real time. Audit trail of when the report was sent, when it was opened, and what the customer decided.

MOT expiry reminders sent 30 days and 7 days before expiry, triggered from the MOT date on the vehicle record -- no manual scheduling required. Service interval reminders triggered by mileage or time since last service, depending on the vehicle's service schedule. Seasonal prompts for tyre changeovers, air conditioning checks, and winter vehicle checks sent at configurable dates across the year. Each reminder includes a direct booking link so the customer can schedule without calling. Customers who book after the first reminder are removed from the sequence and do not receive a duplicate. Reminder reporting showing send volume, open rate, click rate, and bookings generated per reminder type.

Post-collection review request sent at a configurable delay after the customer confirms vehicle collection -- typically two to four hours. Sentiment routing built in: customers who indicate a negative experience in the initial response are redirected to a service manager contact form rather than a public review link. Customers who indicate a positive experience are directed to your preferred review platform -- Google, Trustpilot, or Checkatrade. Negative response alerts pushed to the service manager for follow-up before the experience becomes a public review. Review request reporting showing send volume, response rate, positive versus negative routing, and review platform conversion.

Lapsed customer identification -- customers who have not visited within their typical return interval -- surfaced in the system and added to a reactivation sequence with a direct booking link. Outstanding recommendation follow-up for customers who had work identified during a previous inspection but declined -- message sent at a configurable interval with the recommendation details. Recall notification for vehicles subject to manufacturer recalls flagged at vehicle intake, with a communication sent to the customer if they are not already aware. Campaign reporting showing send volume, open rate, and bookings generated per campaign type so the business can see which reactivation messages produce appointments.

Two-way SMS channel so customers can reply to status updates and the response is captured in the job record rather than landing on a staff member's personal phone. Reply routing to the service advisor assigned to that job. Approval and decline decisions captured via SMS reply for customers who prefer to respond by text rather than clicking a link. Query responses handled through the two-way channel with full reply history stored against the job. Out-of-hours response handling -- automated acknowledgement that the message has been received and will be responded to when the shop opens. Staff notification when a customer reply requires attention so no query is missed during a busy period.