Inactive Never-Serviced

The Inactive Never-Serviced group reaches customers who bought a vehicle from you but have never come in for service, inviting them to their first service visit. 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

Campaigns in this group

This group contains two campaigns, split only by powertrain:

• Inactive Never-Serviced — Gas — for internal-combustion (ICE) vehicles.
• Inactive Never-Serviced — Electric — for battery-electric (BEV) vehicles.

How it works

Goal

Win the first service visit from customers who purchased from you but have never serviced with you, before they establish a habit of going elsewhere.
 

Audience

Owners of a vehicle that was purchased within the inactive window and has no service RO on record at all — the customer has never brought it in. Because this is a vehicle audience, each qualifying vehicle a customer owns is evaluated on its own.
 

Trigger

A vehicle qualifies when its purchase date falls within the inactive window — spanning about 11 months by default, beginning once the vehicle is past its expected first service — and there is no service RO recorded for it. The window start is driven by your First Service Months setting and its length by Inactive Service Series Months, both configurable in AA Service Settings.
 

Subgroups

Split by powertrain — Gas (ICE) and Electric (BEV). Each is a single catch-all audience: because these customers have no service history, there is no per-vehicle milestone to time messages around, so one first-time-service invitation covers them anywhere in the window. 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

A single first-time-service invitation per eligible vehicle. 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.
 

Data used

Uses the vehicle’s purchase date and the absence of any service RO, along with any service appointments, pulled from your DMS through the CDP Garage. The powertrain classification on the vehicle record determines whether the Gas or Electric variant applies.

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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