Inactive Service Customers — Gas

The Inactive Service Customers — Gas group wins back gas-powered vehicle owners who used to service with you but have drifted out of their service routine. It is a vehicle-audience group: eligibility is evaluated per owned vehicle in the customer’s CDP Garage, not at the shopper level.

At a glance

How it works

Goal

Re-engage past service customers who have lapsed — they serviced with you before but haven’t returned — and bring them back into your service department.
 

Audience

Owners of a gas (ICE) vehicle in their CDP Garage whose most recent service RO falls inside the inactive win-back window — that is, customers who are now past due for service and haven’t been back. Because this is a vehicle audience, each qualifying vehicle a customer owns is evaluated on its own.
 

Trigger

A vehicle enters the audience when its last service RO is old enough that the customer is past due for their next service, and remains eligible across the inactive window — about 11 months wide by default. The start of the window is driven by your First Service Months setting; its width is set by Inactive Service Series Months. Both are configurable in AA Service Settings.
 

Subgroups

A single audience covering the full inactive window, for the Gas (ICE) powertrain. Which campaigns an account sees is also governed by an account-level brand flag: luxury brands see only luxury campaigns and classic brands see only classic campaigns.
 

Cadence

Lapsed customers are covered by one audience that spans the whole win-back window. Because this is a vehicle audience, the customer receives one message per eligible vehicle, and this per-vehicle send overrides the normal minimum-days-between-messages throttle for email and SMS. A customer is automatically held out for a given vehicle once they have a service appointment booked, so a customer who re-engages stops receiving win-back messages.
 

Data used

Uses the most recent service RO date and any service appointments pulled from your DMS through the CDP Garage. The powertrain classification on the vehicle record keeps this group scoped to gas (ICE) vehicles.

What the customer can do

Messages in this group link to two landing pages:

Service Scheduler — the customer requests service, which generates a service lead routed to your service department as a service-category ADF. This is gated by the account’s service-lead setting; the XTime scheduling integration is planned for a later phase.
 

“I no longer own this car” — lets the customer remove the vehicle, which flips it to previously-owned in their Garage so they stop receiving messages for it.

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