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How to Use the Service Drive Follow-Up Feature

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Jeanne Lagos
Updated 5 months ago


The Service Drive Follow-Up feature helps you stay organized and ensures you know who to follow up with that has been in for service and received an offer from you.

Think of it as a quick, daily list of people to connect with and continue the conversation about their vehicle needs, whether it’s about upgrading, trading in, or simply checking in on how much they enjoy their current ride.



Who shows up in the Service Drive Follow-Up list?


Customers will appear in this list when they:


  1. Receive an offer sent via email, SMS and/or print. 

  2. Have a Repair Order (RO) is closed for their service visit. 


So if both of those things happen, they’ll land in the follow-up list within 24 hours of the Repair Order (RO) being closed.  



What to Include in Follow-Ups


Follow-ups are a great way to continue the conversation. Here’s what you might include:


  • A simple thank-you for visiting the service department and a check-in to ensure their expectations were met or exceeded. Remember to listen to their response and address any concerns that come up.

  • A quick mention that you left them some information about their vehicle and wanted to see if they had a chance to take a look and if they have any questions you can help with.

  • Finally, if there’s interest, an offer to book a no-obligation options review or test drive for a vehicle they might be interested in.  


Make it personal, helpful, low pressure and easy for them to say “Yes”. 

Remember, this is a “Service Oriented” call, not a sales call. You’re just continuing the conversation.



What's New (August 2025)


We’ve added two new updates to make Service Drive Follow-Ups even more valuable:


1. Service Drive Follow-Ups in Monthly Performance Report

You can now see the Service Drive Follow-Up results in your Monthly Performance Report. This includes:

  • Total number of Service Drive Follow-Ups

  • % Completed

  • Number Completed

  • Number Pending


This helps you track follow-up efforts each month and identify opportunities to improve customer engagement and sales.


2. New Dedicated Service Drive Follow-Up Page

Drive AI has created a dedicated page under the Customers menu to make follow-up management easier.


Here, you can:

- View a full list of customers needing follow-up

- Check real-time status (Pending, Followed Up, Ignored)

- See customer details to take quick action


How to use Service Follow-Ups? Here's how to get started in just a few easy steps. 



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