Start with the existing record
Locate the correct customer and linked service request. Check the active shop and vehicle so a similar customer name does not lead you to the wrong record.
Record the outcome
Use available operational notes or statuses to record the service-related outcome.
- Contact the customer through the business process agreed for the service.
- Record the relevant outcome in the appropriate supported record.
- Update the request status only when the required lifecycle action has actually occurred.
- Check that the next staff member can understand the outstanding work.
Do not assume automation
Recording a note or status is not proof that an automatic reminder, SMS, email or marketing campaign was sent. Use marketing communication only with the required consent and an approved communication process.
Something unclear or out of date?
Tell us which instruction needs correcting. Do not send passwords, recovery links, session tokens or unnecessary customer information.
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