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How it works
Retention scoring runs automatically. Lapsed customers surface on the dashboard. Win them back without a spreadsheet.
When a repair order is closed and invoiced, the customer's retention score is recalculated automatically. No batch job, no manual trigger.
A review request SMS is sent to the customer after job close. Positive reviews build the relationship; the follow-up timing is configurable per shop.
Customers who exceed their expected service interval move from Active to At-Risk, then Lapsed. The owner dashboard surfaces the at-risk list daily.
Advisors send a targeted win-back SMS to lapsed customers directly from the customer list filter. One click, personalised message, no export required.
Customer retention
Workshop Wrench scores every customer as Active, At-Risk, Lapsed, or New based on their visit history. The dashboard surfaces at-risk customers automatically — no manual export, no spreadsheet pivot.
How it works
Every workshop loses customers silently. Workshop Wrench makes the loss visible before it becomes permanent.
Every customer is scored continuously from their last closed job date. No manual tagging, no batch job — the score updates when the job closes.
The owner dashboard surfaces the Active / At-Risk / Lapsed / New split at a glance with drill-down to the at-risk list. No export needed.
The customer list supports filtering by retention status so advisors can run targeted follow-up campaigns for at-risk or lapsed segments.
Score definitions
New
Customer has one or no closed jobs. First visit within the last 90 days.
Active
Last closed job within the expected service interval. Healthy relationship.
At-Risk
Approaching or just past the expected return window. Follow-up recommended.
Lapsed
Significantly overdue. May have moved to a competitor. Re-engagement campaign needed.
Log in as [email protected] and open the customer list. Filter by retention status and see the at-risk segment in the dashboard widget.
No-Show Tracking
No-show history factors into customer risk and retention patterns.
→SMS Communications
Review requests and win-back messages sent via built-in SMS.
→Analytics & KPIs
Retention split widget on the owner dashboard alongside ARO and efficiency.
→Customer Portal
Active customers access job history and approve estimates via the portal.
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