Invoice-Triggered Review Request
A done-for-you automotive automation built for the Customer Experience Coordinator, connecting Twilio and Podium so the work below happens on its own.
What this automation does, step by step
The moment a repair invoice is marked paid in the shop management system, this automation waits roughly two hours (enough time for the customer to drive away and settle in, not so long the visit feels distant) before sending a text asking for a quick Google review, with a direct link that drops the customer straight into the review form.
Customers who report a low satisfaction score in the initial quick-rating question are routed privately to the shop owner instead of being pushed toward a public review, catching problems before they turn into a bad post.
Review volume grows on a predictable weekly cadence instead of depending on the rare customer who thinks to leave one unprompted, and the shop builds a public track record it can point to when competing for new customers.
- Shop management software (e.g., Tekmetric or Shop-Ware)
- Twilio
- Zapier or Make.com
- Google Business Profile API
- NiceJob or Podium (review routing)
Using different software? We build around what you already have, so you never have to switch tools to automate.
The manual way vs. the automated way
Without automation
The manual approach means a customer experience coordinator handles each case reactively, after someone has already noticed something went wrong.
With this automation
- Review requests timed to the moment the job is done
- Instant manager alerts when a customer reports a problem
- Alerts when a new review needs a response
- Survey and NPS results that reach the people who can act
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