Workflow guide
Bring inactive customers back into the shop
Identify quiet relationships from visit and service history, inspect the record, and create a task, reminder, or opportunity with a named owner.
- Written by
- VehicleDesk Product
- Content updated
- September 17, 2026
Define inactivity from history
The workspace uses the imported visit and service history to identify quiet relationships and keeps the observation window visible on every card.
Inspect the relationship first
Customer, vehicle, last visit, value, service, contact readiness, and existing work sit together, so the team sees whether a new action is the right one.
Choose the next step
A task, reminder, or opportunity carries an owner and a time. The win-back conversation happens person to person with the record in hand.
Record what happened
VehicleDesk records the workflow and the resulting state so the team sees the next step and the outcome on the relationship.
Worked example: a quiet relationship
The workspace surfaces a customer with no visit inside the observation window, and the window stays visible on the card.
The advisor reads the last visit, value, service, and contact readiness, then decides whether a new action is appropriate.
The chosen step, a task or an opportunity, carries an owner and a time, and the outcome lands on the relationship record.
If the customer asks not to be contacted, the team records that on the contact point and the card stops there.
Checklist: before a win-back attempt
Recovery works best when it is a decision, not a blast.
- The inactivity window is visible and understood
- The customer's contact point is eligible
- The last visit context is read before reaching out
- The outcome is recorded on the relationship
Common questions
How is inactivity measured?
From the imported visit and service history, using an observation window that stays visible on each card so the team knows what quiet means for this shop.
Should every inactive customer get a message?
No. The workspace is for deciding. The team inspects the relationship and chooses a task, reminder, or opportunity only when a new action is appropriate.
More guides
Other workflow guides
- Recover deferred service through visible stages: Move every declined recommendation from Open to Scheduled with the customer, vehicle, value, call workspace, and outcome on one card.
- Freshest declined work first in the call queue: See how declined-work age bands, quote context, estimated value, the talk track, and contact guardrails order the Opportunity Hub call queue.
- Read the maintenance roadmap, plan the next visit: Connect vehicle history, mileage, inspections, recommendations, and due context into the next maintenance conversation with the customer.