Campaigns & Follow-Ups

The cheapest customer to win is one you already have. The Campaigns page has two tabs — Campaigns and Declined Jobs — and together with the automated feedback and review system, it keeps your existing customers coming back without anyone working a call list.

Declined work follow-ups

Every line item a customer declines on an estimate is tracked automatically with its severity. Shop Commander follows up by text at 7, 30, and 60 days with escalating tone — and it's smart about it: follow-ups are skipped if the customer just visited, already booked an appointment, or has an unresolved complaint.

The Declined Jobs tab is your recovery dashboard: total declined value, recovery rate, a monthly declined-vs-recovered chart, recovery by service type, and your top opportunities ranked by dollar value. When a customer comes back for work they once declined, the system links the recovery to the new RO — so you can see exactly what the follow-up engine is earning you.

Seasonal and custom campaigns

Click New Campaign and a five-step wizard walks you through it:

1. Select Campaign Type — Rust Proofing, Winter Tires, Summer Tires, AC Service, Battery Check, or Custom, each with a ready-made seasonal message.
2. Define Audience — filter by last visit date, past service type, vehicle make and year range, or limit to tire storage customers.
3. Message — edit the template or hit Draft with AI to generate one for your audience.
4. Preview — see recipient count, SMS segment count, estimated cost, and sample messages exactly as customers will receive them.
5. Schedule — Send Now or Schedule for Later with a date and time.

After sending, each campaign shows results — sent, delivered, responded, converted — and Shop Commander automatically attributes revenue when recipients book within 30 days.

Feedback: "How did we do?"

After every completed repair order, the customer automatically gets a short feedback request. The link opens a simple mobile page with two buttons: It's great! or Problem still there. A negative answer lets them explain and request a callback — which creates an urgent task for your team and pauses all further automated messages to that customer until it's resolved. You hear about problems before Google does.

The Google review pipeline

A happy feedback response triggers a review request that sends the customer straight to your Google profile. Shop Commander only asks qualified customers — decent invoice, good approval history — and enforces a 90-day cooldown so nobody gets pestered. Clicks and completed reviews are tracked.

Every message from all of this lands in the same thread you see in Messages, and campaign performance rolls up in Reports.