This page will show you how the automated system helps you to operate your business using common, day-to-day use cases.
Each case describes a common customer interaction you experience on a daily basis and highlights how it saves you time and effort by providing consistent results and eliminating mundane and easy to forget tasks from your daily routine.
When you apply the system, your customer receives courteous and accurate messages tailored by you. This results in satisfied and informed customers that are fully aware of their service progress.
While the customer is receiving professional and consistent messages from your shop, you and your staff do not waste valuable time doing repetitive messaging leaving you more time to focus on bringing value to your shop through sales and service.
Customers appreciate being informed on every step of their repair experience. You are assured that your customers are fully informed while providing professional communication at the industry’s highest standards. Your employees are no longer required to perform mundane, meaningless work and can focus on tasks that bring value.
Black lines are normal interactions you currently conduct, sometimes with Lightspeed
Red lines are your interaction with Lightspeed that can trigger the automated messaging system
Blue lines describe automatic actions performed by the system for you without any effort on your end.
Use Case 1 – Small repair
- Customer comes in
- Staff opens work order via Lightspeed
- Staff changes status to “small job”
- Your shop completes the repair
- Staff changes status to “finished”
- An automated “repairs complete” email/text is sent and will be resent on a schedule set by the shop owner
Use Case 2 – Tune up
- Customer comes in
- Staff opens work order via Lightspeed
- Customer leaves bike for tune up
- Staff writes estimate/evaluation
- Staff changes status to “waiting customer callback/needs feedback”
- An automated “Evaluation for repairs” email/text is sent and will be resent on a schedule set by the shop owner
- Customer calls back or emails to approve the estimate
- Staff changes status to “Tune up”
- Automated “approval response” email/text is sent and will be resent on a schedule set by the shop owner
- Your shop completes the repair
- Staff changes status to “finished”
- Automated “repairs completed” email/text is sent and will be resent on a schedule set by the shop owner
Use Case 3 – Tune up with an issue discovered while working on bike
- Customer comes in
- Staff opens work order via Lightspeed
- Customer leaves bike for tune up
- Staff writes estimate/evaluation
- Staff changes status to “waiting customer callback/needs feedback”
- Automated “Evaluation for repairs” email/text is sent and will be resent on a schedule set by the shop owner
- Customer calls back or emails to approve quote
- Staff changes status to “Tune up”
- Automated “approval response” email/text is sent and will be resent on a schedule set by the shop owner
- Mechanic starts work, finds an issue with the bike, that was not previously noticed
- Mechanic/service manager calls customer but no answer
- Mechanic adds a few notes describing the issue with bike to work order notes
- Staff changes status to “issue with bike”
- Automated “issue with bike” email/text is sent (asking customer to reach out immediately) and will be resent on a schedule set by the shop owner
- Customer calls the shop and decides what work will be done
- Mechanic completes the repair
- Staff changes status to “Finished”
- Automated “completed repairs” email/text is sent and will be resent on a schedule set by the shop owner
Use Case 4 – Repair that requires a special order – bike not left in shop
- Customer comes in
- Staff opens work order but customer does not leave bike
- Staff changes status to “waiting for parts bike not in shop”
- Special ordered part arrives
- Staff changes status to “Waiting for customer’s bike”
- Automated “Special ordered parts arrived” email/text is sent and will be resent on a schedule set by the shop owner
- Customer arrives
- If customer picks up the part and leaves, work order is closed
- If customer leaves bike for repairs:
- Staff changes status to “small repair” or ”Tune up”
- Mechanic completes the repair
- Staff changes status to “Finished”
- Automated “completed repairs” email/text is sent and will be resent on a schedule set by the shop owner
Use Case 5 – Overdue quote
- Customer comes in
- Staff opens work order via Lightspeed
- Customer leaves bike for tune up
- Staff writes estimate/evaluation
- Staff changes status to “waiting customer callback/needs feedback”
- Automated “Evaluation for repairs” email/text is sent and will be resent on a schedule set by the shop owner
- Several automated email/texts and calls sent
- Customer is not responding to the quote in an acceptable time.
- Staff changes status to “overdue quote”
- Automated “overdue quote” email/text is sent and will be resent on a schedule set by the shop owner
Use Case 6 – customer not picking up bike
- Mechanic completes the repair (as described in cases 1-4)
- Staff changes status to “finished”
- Automated “repairs completed” email/text is sent and will be resent on a schedule set by the shop owner
- Several rounds of automated email/text/calls have been made
- Staff changes status to “Late pick up”
- Automated “late pick up” email/text is sent and will be resent on a schedule set by the shop owner
Use Case 7 Early close/open hours change
- Shop needs to close early for any reason and bikes are ready for pick up
- Shop wants to make sure customers don’t come in to pick up and find the shop closed leading to a disgruntled customer. This is a very useful feature that allows you to leave early or open late in case of an emergency or changes in weather conditions. It can also be executed without being in the shop.
- Shop owner edits the “early close” template to describe the situation and give customers a date when they can pick up.
- Staff changes status to “early close”
- Work order will come out of “finished” Page on Lightspeed and will now show on “service”
- Automated “Early close” email/text is sent and will be resent on a schedule set by the shop owner
- This message can be edited every day to reflect the new opening time.
- You can choose to stop sending after one day or return to the template and edit with new opening hours as long as it is done before the next sending time and keep sending until the customer picks up.