What it is
These journeys keep in touch after the sale:
- Lease maturity and replacement: 120 days and 60 days before a delivered lease matures.
- Financed ownership check-ins and Cash ownership check-ins: 30 days and 365 days after the delivery day.
- Service retention: reminds the customer 180 days after a completed service that the next service is due.
- Inventory notices: tells an interested customer about a matching vehicle when your team queues the match for outreach.
All of them run automatically for every location with QualiFlow's settings. There is nothing to set up, edit or approve.
How to use it
- Record the delivery with Source Verified, Verified delivery evidence and an Actual delivery date. This meets every ownership check at once.
- For a lease, also fill in Contractual lease maturity, its source and Verified contractual maturity evidence.
- For Service retention, complete the service request with Actual service completion, Service completion evidence, Source Verified, Approved applicable maintenance guidance and version and a Guidance valid through date on or after the completion.
- For Inventory notices, open the vehicle in Inventory (its Matching customers list) or the contact (its Matching vehicles list), and select Queue for outreach on a match to start a notice for that customer.
- To see who is in a journey, select its card on Journeys and read Activity.
What the data means
| Journey | Starts from | Permission it needs |
|---|---|---|
| Lease maturity | A delivered lease with a verified maturity date | Marketing, checked to start and again to send |
| Ownership check-ins | A delivered financed or cash purchase | Service; replacement steps need marketing |
| Service retention | A verified completed service with guidance | Service |
| Inventory notices | A queued match for a recorded interest | Marketing |
A replacement step runs only when the customer's own words about replacing the vehicle are recorded on the ownership (Customer replacement preference — original words). A customer reply holds these journeys for a person to review.
Possible issues and fixes
A leased customer never got a lease reminder
Symptom: No lease message went out before maturity.
Why: There is no marketing permission on the contact, the delivery is not Verified, the maturity date or its evidence is missing, or the lease ends in less than 60 days.
Fix: Record Marketing permission on the contact and correct the ownership with Edit ownership. Contact the customer yourself if the lease is close to ending.
How to check: The customer appears in the journey's Activity tab with a next send.
A customer who took delivery got no first-month check-in
Symptom: The financed or cash check-in never started.
Why: The delivery was saved as Staff-recorded or without Verified delivery evidence, Purchase type is not Finance or Cash, or no permission is on file.
Fix: Correct the ownership with Edit ownership. Saving checks the customer again.
How to check: The customer shows in the journey's Activity tab with the first-month step planned.
A completed service got no next-service reminder
Symptom: Service retention did not start after a service.
Why: The maintenance guidance or Guidance valid through date is empty or before the completion, or Source is still Staff-recorded.
Fix: Open the completed service request and fill in the missing fields with Source set to Verified.
How to check: The customer shows in the journey's Activity tab with a next send 180 days after the service.
Queue for outreach did nothing
Symptom: Queuing a match had no effect.
Why: The location switcher may not match the vehicle's location, or the conversation is taken over.
Fix: Pick the vehicle's location, hand the conversation back to Aria, then select Queue for outreach again.
How to check: The customer appears in the Inventory notices Activity tab.
I queued a customer but no notice reached them
Symptom: A queued Inventory notice never arrived.
Why: No marketing permission is recorded, texting registration is not approved, the customer replied, or the conversation is on Messenger, Instagram or WhatsApp, which notices can't use.
Fix: Check My Work for a "Follow up yourself" task, record Marketing permission if the customer agreed, and check the texting registration.
How to check: The customer's result in the Inventory notices Activity tab shows the notice as sent.
