Solving the Service Follow Up Problem
At Uftring Auto Group in Peoria, Illinois, the service team faced a common challenge. Customers were declining recommended repairs, and there was no process in place to follow up. Service advisors wanted to reach out, but their days were already filled with calls, technician updates, approvals, and warranty coordination. As a result, declined services were never revisited, and the dealership was missing out on potential revenue.
In early 2025, BDC Director Rick Sheppard was asked if he could find a solution. The goal was simple: re-engage customers who had previously declined service in a way that was efficient, measurable, and easy to maintain.
Utilizing Technology to Automate the Process
Rick recognized the value of following up with customers who had previously declined service recommendations.
Each week, he reached out to these customers with personalized communications that included their vehicle details and the name of their service advisor. The message emphasized that the dealership matches competitor pricing and highlighted current service specials.
To encourage responses, the communications included a tracked phone number that routed calls directly to the dealership’s receptionist, allowing the team to monitor and review calls for training purposes. Each envelope was printed in bold red with “Important Service Information About Your Vehicle,” a small but effective detail that improved open rates.
