Playbook: How To Use Data Ups (Fixed Ops/Service)

Matthew Gibson
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What are Data Ups?

 

Data Ups are AI-surfaced opportunities that Fullpath finds automatically, or designated by leadership, in your dealership’s own customer data, based on buying behavior rather than form fills. A shopper doesn’t have to submit a lead to show up: it could be a past customer browsing your VDPs right now, a customer with positive equity who is actively shopping, or an old lead who has come back to your website. These are your “Hand Wavers”: customers whose behavior shows they’re ready to buy, even though they haven’t raised their hand.

 

The Value of Data Ups

  • High-Intent Prospects: These shoppers are actively engaging with competitors, making them “hotter” than standard leads.
  • Action-Oriented Interest: Unlike “Hand Raisers” who just ask for info, these are “Hand Wavers”: customers signaling intent through real-time behavior.
  • Streamlined Fullpath Workflow:
    • Full Transparency: Track every interaction and add detailed notes seamlessly.
    • Performance Insight: Monitor store-level tool adoption in real time.
    • Proven ROI: Automatically attribute “shoppers touched” to “units sold” via CRM integration.
       

How to Use This Playbook

  1. Don’t chase everything at once. Pick your single biggest constraint — lapsed customers, declined work, first-service capture — and start there.
  2. Base decisions on data, not gut feel. Use the Service Dashboard to size the opportunity before you commit the team.
  3. Define success before you start. Set a specific, measurable target for each play you run.
  4. Over-communicate the why. Advisors adopt what they understand — explain how each play moves a number they get paid on.
  5. Treat the first 60–90 days as a test. Fix the process, never blame the team. Retire or rework what isn’t converting.
     

The Daily Operational Rhythm

Success with a CDP doesn't happen by accident; it comes from consistency. Here is the operational cadence your key departments need to drive results.

 

For Service & BDC: “The Players on the Field Using Data Ups”

Your goal is to keep service customers on schedule, recover declined work, and win back customers who have drifted, before they go to an independent shop or quick-lube. To learn or use our most popular opportunity lists, see Build & Save Custom Opportunity Lists.

 

The Morning Coffee Routine (15 Minutes): Running “Strategic Plays”

  1. Check your Data Ups dashboard. Look for active customers who have not submitted a lead but have had recent activity, engagement, or both.
    • Indicator: Look for recent engagement. A customer who hasn't submitted a lead or visited the dealership in some time, but viewed VDPs (Vehicle Detail Pages), the Trade-In page, or Specials pages in the past several days, is signaling shopping interest and intent.
       
  2. Review the Shopper 360 profile. Before dialing, gather intelligence.
    • Check the AI Summary: What does the AI summary recommend? What vehicle or marketing messages has the customer recently engaged with? Have they recently completed a service repair? A high repair bill is a great trigger for a trade-in conversation.
    • Check Equity: Are they in a positive equity position? Knowing they can lower their payment before you call changes the tone of the conversation.
       

  3. Make the “soft” outreach. Do not call and say, “I saw you on our website.” It feels like surveillance.

     

  4. Say this instead: Service angle

    “Hi [Customer First Name], this is [Your Name] from [Dealership Name]. I was reviewing our dealership records and saw your [Current Vehicle] is coming due for its next service milestone / was recently in for a service appointment. We are actually low on inventory for that specific model and wanted to touch base with you. Would you be open to an appraisal update?”

  5. Say this instead: Upgrade angle

    “Hi [Customer First Name], this is [Your Name] from [Dealership Name]. I was just reviewing our records and noticed your last visit was back in [Timeframe]. You might have recently received some emails about upgrading or trading in your current vehicle, so I wanted to personally follow up and see how we can assist you today. Have you considered exploring options for your next vehicle? If so, I'd love to help answer any questions or set up a time for you to come in for a quick test drive. Our team's here whenever you're ready!”

     

How to Run the Play (Every Play, Every Day)

  1. Select & train players: Service Advisors, Service BDC, and a named Sales partner for hand-offs. Make sure the team knows WHY each list exists and WHICH talk track goes with it.
  2. Run the play daily: review the list → review the Shopper 360 → validate info in the CRM/DMS → engage with the play’s talk track.
  3. Follow up & record outcomes: Contact made — book the appointment or flag the service-to-sales hand-off in the CRM. No contact — leave the voicemail, send the follow-up email or text, document in CRM.
  4. Monitor performance & drive accountability: Leadership reviews the Dashboard, coaches, and adjusts the process — not the people.

 

8 Core Data Up Opportunity Lists for Your Service

Follow this order to prioritize revenue that is already in motion. Plays 1–3 are customers in or around your service drive right now — the highest-value conversations. Plays 4–8 rebuild and protect the service base. If a customer appears on multiple lists, lead with the most timely, highest-action message. As you engage, customers automatically shift to the Touched Opp column to keep your workflow clean. The recommended operational flow and talk tracks are outlined below.

  1. Service to Sales (Upcoming Appointment + Equity or Shopping)
  2. Declined Service Follow-Up (Last 90 Days)
  3. Post-Service Upgrade Intent (Serviced in Last 30 Days + Shopping)
  4. Lapsed Service Customer Win-Back (Defectors)
  5. Sold Here, Never Serviced Here (First-Service Capture)
  6. Due & Overdue for Service (Active Service Reminders)
  7. Open Recall Outreach
  8. Warranty Sunset (34–36 Months Since Purchase)

Plays and Talk Tracks

Play #1: Service to Sales (Upcoming Appointment + Equity or Shopping)

Goal: Turn a scheduled service visit into an upgrade conversation. The customer is coming to you — have the appraisal ready before they arrive.

Voicemail script

“Hi [Customer Name], this is [Your Name] with [Store Name] service, confirming your appointment for your [Vehicle] on [Day]. One quick note — vehicles like yours are in high demand right now, so while you’re here we can have a complimentary, no-obligation appraisal ready. It takes about 10 minutes while you wait. See you [Day]!”

Live call script

“Hi [Customer Name], it’s [Your Name] at [Store Name] — just confirming your service on [Day]. I noticed you’re driving a [Year/Make/Model]. We’re short on that model in our pre-owned inventory, and I’d love to have a quick appraisal ready while your car is already in the shop. Zero obligation — would that be okay?”

In-lane talk track

“While the tech gets started, we’ve got your appraisal ready — [Sales Partner] can walk you through it in about 10 minutes. Whether you keep the car or not, it’s good to know what it’s worth.”

Email / text follow-up

Subject: Your [Vehicle] service visit on [Day]

“Hi [Name], looking forward to seeing you on [Day]. Since your [Vehicle] is in demand right now, would you like a complimentary trade valuation while you wait? It takes about 10 minutes and there’s zero obligation. Just reply ‘yes’ and I’ll have it ready.”

Play #2: Declined Service Follow-Up (Last 90 Days)

Goal: Recover the revenue that walked out of the drive. A “not today” is a prospect tomorrow — follow up while the recommendation is still fresh.

Voicemail script

“Hi [Customer Name], this is [Your Name] at [Store Name] service. When your [Vehicle] was in on [Date], [Advisor Name] recommended [Service]. I wanted to follow up personally and make sure you have everything you need. We have openings this week and I can get you a quick quote. Call me at [Number].”

Live call script

“Hi [Customer Name], [Your Name] from [Store Name] service. I’m following up on the [Service] [Advisor Name] recommended on your [Vehicle] last visit. Is that something you’d like to take care of while we have openings this week? I can also check if there are any current service specials that apply.”

In-lane talk track

“Last time you were in, we noted [Service]. Would you like the tech to take another look while it’s here today? I’ll give you a written quote before anything is done.”

Email / text follow-up

Subject: Following up on your [Vehicle] service recommendation

“Hi [Name], when your [Vehicle] was in on [Date], our team recommended [Service]. I wanted to make it easy to take care of — reply with a day that works or book online here: [Scheduler Link]. Happy to answer any questions.”

Play #3: Post-Service Upgrade Intent (Serviced in Last 30 Days + Shopping)

Goal: Capture the “repair or replace?” moment. Many replacement decisions start in the days after a service visit — especially after an unexpected repair bill.

Voicemail script

“Hi [Customer Name], this is [Your Name] at [Store Name]. Thanks for trusting us with your [Vehicle] recently — I wanted to check in and make sure everything is running great. Also, with how strong trade values are right now, if you’ve ever wondered what’s next, I can put together numbers with no obligation. Call me at [Number].”

Live call script

“Hi [Customer Name], [Your Name] at [Store Name]. I wanted to follow up on your recent service visit — how’s the [Vehicle] running? … Great. One more thing: I was doing a portfolio review and you’re in a strong position on that vehicle right now. If the payment made sense, would you ever consider something newer?”

Email / text follow-up

Subject: How’s your [Vehicle] running?

“Hi [Name], thanks again for visiting our service department. I hope your [Vehicle] is running great. If you’ve been weighing whether to keep investing in it or move into something newer, I’d be happy to share a no-obligation trade value and a side-by-side comparison. Just reply here.”

Play #4: Lapsed Service Customer Win-Back (Defectors)

Goal: Win back customers who drifted to an independent shop or quick-lube before the new habit becomes permanent.

Voicemail script

“Hi [Customer Name], this is [Your Name] at [Store Name] service. It’s been a while since we’ve seen your [Vehicle], and I wanted to personally invite you back. We have [Current Service Special] this month, and while it’s here we’ll check for any open recalls at no charge. Call me at [Number] or book online.”

Live call script

“Hi [Customer Name], [Your Name] from [Store Name] service. Our records show your [Vehicle] is likely due for [Service] — we haven’t seen it in a while and wanted to make sure it’s in good shape. We have [Current Service Special] right now. Can I find you a time this week?”

Email / text follow-up

Subject: We miss your [Vehicle]

“Hi [Name], it’s been a while since your [Vehicle] visited us. Our factory-trained technicians would love to get it back on schedule — and we’ll check for open recalls while it’s here. Book online here: [Scheduler Link], or reply with a day that works.”

Play #5: Sold Here, Never Serviced Here (First-Service Capture)

Goal: Win the first service visit before the customer builds a habit elsewhere. A completed first service is the foundation of long-term retention.

Voicemail script

“Hi [Customer Name], this is [Your Name] at [Store Name] service. Congratulations again on your [Vehicle]! I’m reaching out because it’s coming up on its first service, and I’d love to get you on the calendar so it stays on schedule. Call me at [Number] — I’ll find a time that works around your day.”

Live call script

“Hi [Customer Name], [Your Name] from [Store Name] service. You purchased your [Vehicle] with us back in [Month] — how are you enjoying it? It’s about time for its first service. I’d like to introduce myself as your point of contact here. What day usually works best for you?”

In-lane talk track

(At delivery) “Before you go, let me introduce you to [Advisor Name] in service — they’ll take care of your first visit and you’ll always have a direct contact.”

Email / text follow-up

Subject: Time for your [Vehicle]’s first service

“Hi [Name], your [Vehicle] is coming up on its first service, and we’d love to see you. Book online in under a minute: [Scheduler Link]. If you have any questions about your maintenance schedule, just reply here.”

Play #6: Due & Overdue for Service (Active Service Reminders)

Goal: Keep existing service customers on cadence so they book with you instead of drifting. Automation handles the reminders; people handle the overdue.

Voicemail script

“Hi [Customer Name], this is [Your Name] at [Store Name] service. Our records show your [Vehicle] is due for [Service]. I wanted to make it easy — we have openings on [Day] and [Day]. Give me a call at [Number] and I’ll get you in.”

Live call script

“Hi [Customer Name], [Your Name] from [Store Name] service. Your [Vehicle] is due for [Service] based on your last visit. Would [Day] morning or [Day] afternoon work better?”

Email / text follow-up

Subject: Your [Vehicle] is due for service

“Hi [Name], your [Vehicle] is due for its next service. Staying on schedule helps protect your vehicle and its resale value. Book here: [Scheduler Link], or reply with a day that works for you.”

Play #7: Open Recall Outreach

Goal: Get recalled vehicles into the shop. It’s a safety issue, the repair is covered by the manufacturer, and every recall visit is a chance for a multi-point inspection and a Shopper 360 equity check.

Voicemail script

“Hi [Customer Name], this is [Your Name] at [Store Name] service. I’m calling about an open manufacturer safety recall on your [Vehicle]. The recall repair is covered by the manufacturer, and I’d like to get you scheduled. Please call me at [Number] at your earliest convenience.”

Live call script

“Hi [Customer Name], [Your Name] from [Store Name] service. There’s an open safety recall on your [Vehicle] — the repair is covered by the manufacturer. I can get you in on [Day], and while it’s here we’ll do a complimentary multi-point inspection. Does that work?”

Email / text follow-up

Subject: Important: open safety recall on your [Vehicle]

“Hi [Name], your [Vehicle] has an open manufacturer safety recall, and the repair is covered by the manufacturer. Please book a time here: [Scheduler Link], or reply and we’ll find a time that fits your schedule.”

Play #8: Warranty Sunset (34–36 Months Since Purchase)

Goal: Before repair costs come out of the customer’s pocket, give them options: an extended service contract, or a trade into a new model with full coverage.

Voicemail script

“Hi [Customer Name], this is [Your Name] at [Store Name]. Your [Vehicle]’s factory warranty is coming up on its expiration, and I wanted to make sure you know your options before any repairs become out-of-pocket. Give me a call at [Number] — it’s a quick conversation.”

Live call script

“Hi [Customer Name], [Your Name] from [Store Name]. Your [Vehicle] is right around the end of its factory warranty. Some customers extend coverage, and some find that with current trade values they can move into a new model with full coverage for a similar payment. Would it help to see both options side by side?”

In-lane talk track

“Your factory warranty ends around [Month]. Before it does, would you like a quick look at your options — extending coverage, or what your [Vehicle] is worth toward something new?”

Email / text follow-up

Subject: Your [Vehicle]’s factory warranty is ending soon

“Hi [Name], your [Vehicle]’s factory warranty is ending soon. Before any repairs become out-of-pocket, let’s review your options — extending coverage or trading into a new model with full coverage. Reply here and I’ll put together a side-by-side.”