Aftersales reports show bookings, hours, VHC conversion, parts performance and CSI. DRAIV shows what the customer was told, what they now expect, what else may be at stake and what remains open.
Service and parts calls are read for the immediate need, the retention risk and any wider commercial signal.
Reason for visit, urgency, timing, mobility needs, availability and retention risk.
What was explained, when the next update was promised and who owns it.
Need, consequence, recommendation, options and next step.
Availability, special orders, back orders, ETA, alternatives and promised updates.
Signals that the customer may be reconsidering the vehicle or the relationship.
Repeat contact, dissatisfaction, complaints and unresolved ownership.
When availability is limited, DRAIV can identify whether the call also contains retention or replacement signals and route the right follow-up for review. Not every call will. The point is to make sure the ones that do are not lost.
Use DRAIV CCI™ to compare customer treatment, clarity, commitment, ownership and follow-through across sites, teams and journeys.
Explore DRAIV CCI™