Fixing Poor CSI in Under 90 Days with AI-Managed Communications

From estimate to repair to pickup keep customers in the loop, reduce calls, and make Service & Bodyshop visits painless.

Booking appointments is table stakes. CSI suffers when customers don’t know where their car is, what’s happening next, when to drop off, how to pick up a courtesy vehicle, or what the full process looks like. The fix isn’t more calls, it’s proactive, two-way SMS that manages communications as the estimate and repair stages advance.

AI Employees handle this start-to-finish, so advisors can focus on advising, not phone tag.

What “proactive” actually means (and why CSI rises)

• Set expectations early. Outline the journey before drop-off so there are no surprises.
• Push timely updates. Don’t wait for customers to ask; send milestones as work progresses.
• Offer choices. Clear options (approve, loaner, reschedule) prevent frustration.
• Keep one thread. A single SMS conversation follows the VIN across Service, Bodyshop, and Insurance.
• Close the loop. Pickup instructions, payment options, and next steps
  • ,
  no guessing.

The Customer Journey We Orchestrate (Service + Bodyshop + Claims)

1) Pre-Visit (Expectation Setters)

• “Here’s how your visit works” overview: drop-off time, location/entrance, parking, key drop, shuttle/loaner steps.
• Pre-visit checklist (VIN, mileage, symptoms) + photo upload for quick triage.
• Bodyshop intake: claim #, insurer, damage photos, tow-in guidance.

2) Drop-Off / Check-In

• Auto “checked-in” message with estimated time to first update.
• Courtesy vehicle pickup instructions (license/insurance, fuel policy, return time).
• Shuttle ETAs with live “next stop” updates.

3) In-Bay / Tear-Down / Assessment

• “Vehicle in-bay” notification with target time for estimate.
• If bodywork: supplement review timing, adjuster appointment coordination.

4) Estimate & Approvals

• Itemized estimate via SMS with photos/taxes; tap to approve or request call.
• If parts/adjuster delay: new ETA, choices (loaner now, partial pickup, reschedule).

5) Parts Ordered / Repair in Progress

• Confirmation when parts land; revised timeline if needed.
• Mid-repair update to maintain confidence (especially for collision).

6) Quality Check / Detailing

• “In QC” status; expected completion window.
• Optional add-ons (alignment after bodywork, cabin filter, etc.) with quick yes/no.

7) Ready for Pickup

• Total due + secure payment link (optional) + pickup window and desk/location.
• Courtesy vehicle return instructions; shuttle timing if needed.

8) Aftercare & CSI

• Thank-you + next maintenance suggestion (humane timing).
• CSI/NPS invite once the vehicle is home (no spam).
• All messages & outcomes auto-logged to your CRM; contact/vehicle data cleaned, DND respected.

Real Messages (short, human, useful)

• Pre-visit: “Tomorrow 8:10–8:30 drop-off at Service Lane A. If using a loaner, bring license + insurance. Shuttle leaves every 20 mins; reply ‘shuttle’ for live timing.”
• In-bay: “Your Sorento is in-bay. Estimate by 10:15.”
• Estimate: “Front pads/rotors recommended. Est. $428. Photos attached. Approve all, or reply 1) Pads only 2) Call.”
• Delay: “Part ETA 2:15 PM. We can finish by 4:30 or set a loaner now. Reply 1) Finish today 2) Loaner 3) Call.”
• Bodyshop supplement: “Additional inner support damage found; insurer review booked Tue 10:30. New target Thu EOD, we’ll confirm once approved.”
• Ready: “All set. Total $1,162. Pay at pickup or reply ‘link’ for secure payment. Return loaner with same fuel level; keys at Service Lane A.”

Advisor & Bodyshop Benefits (a.k.a. the “Advisor Shield”)

• Fewer inbound calls (“Any update?” “Where do I go?” “When’s the shuttle?”).
• Faster approvals with itemized, photo-backed estimates.
• On-time promise kept thanks to realistic ETAs and option paths.
• Cleaner records (every message summarized and logged).

30–60–90 Day Play

Days 0–30: Stabilize the basics

• Turn on pre-visit, check-in, in-bay, estimate, delay, and ready-for-pickup flows.
• Publish “Text us for updates” on website/IVR/receipts.
• Track: response time, call deflection, approval cycle time.

Days 31–60: Tighten handoffs

• Add claim/supplement templates; standardize photo prompts and estimate visuals.
• Track: on-time promise kept, cycle time (drop-off→delivery), CSI verbatims about “communication.”

Days 61–90: Extend & refine

• Add lapsed-owner, end-of-warranty, and first-visit aftercare flows.
• Tune message caps and stop conditions (booked/closed/negative/DND).
• Track: CSI/NPS trend, complaint reduction, CRM hygiene (% updated, duplicates removed).

Metrics that actually move CSI

• Response time to first message
• Proactive milestone adherence (updates sent on time)
• Call deflection rate (status/FAQ calls eliminated)
• Approval cycle time (estimate → yes)
• On-time promise kept (%)
• Cycle time for collision (supplement latency, adjuster scheduling)
• CSI/NPS trend + “communication” mentions
• CRM hygiene (updates, DND, dedupe)

Want to see your 90-day lift?

Run your volumes and hours in the Puzzle Auto ROI Calculator. You’ll see how proactive communications, not just more bookings, shift profit and CSI. Then we’ll switch it on for Service, Bodyshop, and Insurance and make visits painless on purpose.

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