Start with the booked appointment.
After connection, Lisa handles customer conversations and books appointments directly into the DMS. Your staff sees those appointments in the schedule it already uses. That is the operational result of the follow-up.
Business value is assessed after launch by looking at whether those bookings became completed visits and closed repair orders. Agree on the service outcome you want to improve, then review the completed work over a consistent period.
Follow the appointment through to completed work.
Did the customer engage?
Was the visit booked into the DMS?
Did the customer arrive?
What work was completed?
Conversations show how customers responded. The DMS appointment shows the visit Lisa booked. Check-in and the closed repair order show what happened at the dealership afterward.
Each step answers a different question. Bookings show the scheduling work completed; visits and repair orders show what became service business.
Ask how much of the business was additional.
A customer contacted by a program may have returned anyway. Attributed repair orders are associated with the outreach. Estimating additional business requires a fair comparison.
Discuss the comparison with AutoEngage: comparable customer groups or a historical baseline, consistent reporting periods and the limits of the conclusions. Changes in volume, seasonality, capacity, pricing and other outreach can affect results.
The strength of the claim should match the strength of the comparison.
Calculate the contribution after program cost.
Use contribution per completed repair order after the direct costs of that work, before AutoEngage program costs. That allows program costs to be deducted once.
Use your quoted commercial terms, including setup, and the same period for the completed work and program costs.
Additional completed ROs
× contribution per RO
− total program cost
Use an estimate of additional completed work supported by the agreed comparison, your dealership’s contribution figures and the quoted program costs.
Revenue and contribution are different measures. Use contribution for this calculation so the result reflects the margin from the work after program cost.
Discuss the evaluation during your demo.
Talk through your existing outreach, where follow-up breaks down and what Lisa would take on. Your on-site or off-site BDC, marketing team, service advisors and others doing outreach provide the context for that discussion.
Then discuss how results would be reviewed after launch:
- Scope: the service opportunity and customers included in the evaluation.
- Timing: the period used to follow bookings into completed work.
- Matching: how reschedules, cancellations, duplicate records and other booking channels are treated.
- Comparison: the basis for estimating how much business was additional.
- Economics: the contribution definition and total program costs.
Once connected, the booked appointments in your DMS provide the starting point for that review.