Customers: enquiries, reminders, campaigns
Customer retention and enquiry source reports
Three reports tell a workshop manager whether customers come back. Customer Retention sorts each car and customer into Active, At Risk or Lapsed. Due vs Came Back shows who returned for the service that was due. Enquiries shows where enquiries come from and why some are lost.
PlansFrom Growth
The problem it solves
- You see this month's job cards but not the hundreds of customers who quietly stopped coming.
- Reminders go out, but nobody knows whether the customers came back for the service.
- You spend on ads without knowing which source brings the enquiries that turn into work.
How it works
- 01
Open Garage > Reports > Customers > Customer Retention. Each line is a car and its customer, with the visits, the revenue and the days since the last visit.
- 02
Use the At Risk filter to choose who to call, or reach the same people with a campaign by last visit.
- 03
Open Due vs Came Back to see the reminders Waiting, Due in 30 Days, Overdue, Came Back or Missed, grouped by service, brand or month.
- 04
Open Enquiries to see them by source and by lost reason.
- 05
Each report opens as a pivot or a chart; download it as a spreadsheet.
Everything it does
Customer Retention
- Active: seen within 6 months; At Risk: 6 to 12 months; Lapsed: over a year
- Visits, visits in the last year, first and last visit, revenue, Days Since Last Visit
- Filters Active, At Risk, Lapsed, Came Back and One Visit Only
Due vs Came Back
- Built from the service reminders
- Waiting, Due in 30 Days, Overdue, Came Back, Missed, and how late
- Group by service, brand or the month it was due
Enquiries
- By source and by lost reason
- Filters Open, Won and Lost
Also under Garage > Reports
- Campaign Results: sent, clicked and booked per campaign
- Each report shows only the branches you may see
Who uses it
Where you use it
- Web: Garage > Reports > Customers > Customer Retention, Due vs Came Back, Enquiries, Campaign Results
- Not in the SmartMy Garage app: reports stay on the web
What you control
Settings
- Active, At Risk and Lapsed bands: 6 and 12 months (fixed)
FAQ
Questions, answered.
What counts as a lapsed customer?
A car and customer not seen for over a year. Six to twelve months is At Risk; within six months is Active.
Can we act on the At Risk list?
Yes. Call them from the list, or make a campaign that picks customers by their last visit.
Do these reports cover all branches?
Each report shows the branches you may see. With Enterprise, Head Office compares branches side by side.
Related
Related features.
Service reminders by date and by kmFrom Growth
Each delivered job card plans the next service of the car. It falls due by date or on the day the car is expected to reach the next km, whichever comes first. That day is worked out from the car's own readings. The customer is reminded before it is due with a link to book, and the reminder closes when they come back.
Enquiries from walk-ins, calls and your websiteFrom Growth
Note every call, walk-in, WhatsApp message and website request about a vehicle as an enquiry, before anything is booked. Each one has an owner who follows it up, and moves through New, Contacted, Quoted, Booked and Lost. It becomes an appointment or a job card in one click.
Campaigns to a segment of your customersFrom Growth
Send one message to a chosen group of customers, such as diesel cars over 80,000 km or customers not seen in a year. Send now or schedule it, and every message carries an unsubscribe link. The campaign counts how many were sent, clicked the link and booked a visit.
Workshop reports: inspections, appointments, no-shows and bay useFrom Growth
See which inspection items fail most, how many appointments turn up, and how busy each bay is against your open hours. Read them by day, week or month, as a pivot, chart or list.
Head office scorecards across branchesEnterprise only
Head office sees one scorecard per branch and month. It shows job cards, revenue split into labour and parts, average repair order, labour efficiency, comeback rate and approval rate. Compare branches for any dates with a group total, follow the trends, and give head office staff a role that only reads.
Want to see it on your own job cards? Book a demo and we walk you through it with your workshop's work.