Customer Experience & Retention
Turn one-time jobs into recurring revenue.
Membership, Follow-Up and Reminder agents keep every customer engaged — no manual calls, no missed renewals, no lost 5-star reviews.
Membership Agent
Renewal drip queued for 14 Silver-tier customers
Follow-Up / Review Agent
8 review requests sent today · 3 already 5-star
Reminder Agent
Sending tech ETA + prep SMS for 6 AM appointments
312
Active Memberships
recurring revenue
91%
Retention Rate
vs. 65–70% industry avg for non-members
+22%
Renewal Rate Lift
via automated reminders
$3,140
Avg Member LTV
over 4-year horizon
Membership Program
Members & pending actions
Active
Renewal Due
Win-Back
| Customer | Plan | Status | Next Action | Member Since |
|---|---|---|---|---|
Marcus Jenkins Ballantyne · 28277 | Platinum | Active | Tune-up due in 12 days · auto-scheduled | 2021 |
Priya Rao Dilworth · 28203 | Gold | Renewal Due | Renewal reminder sent · 2 days ago | 2022 |
Diane Whitaker Myers Park · 28207 | Silver | Win-Back | Win-back offer scheduled for Thursday | 2020 |
Tom & Lisa Rodriguez SouthPark · 28210 | Gold | Active | Fall tune-up booked · Oct 14 | 2023 |
Ken Alvarez Plaza Midwood · 28205 | Silver | Renewal Due | Renewal reminder scheduled · tomorrow 9AM | 2022 |
Ashley Bennett NoDa · 28206 | Platinum | Active | VIP check-in call from Membership Agent | 2021 |
Robert Kim University · 28262 | Silver | Win-Back | Lapsed 41 days · offering 2-visit reinstate | 2019 |
Grace Osei Steele Creek · 28273 | Gold | Active | Upsell to Platinum after last repair | 2023 |
Jonathan Pierce Cornelius · 28031 | Gold | Renewal Due | Renewal reminder sent · payment link included | 2022 |
Nina Delgado Fort Mill · 29708 | Silver | Active | Spring tune-up bundle — auto-booked | 2024 |
Harold Yancey Matthews · 28105 | Platinum | Active | Referral ask queued after last 5-star review | 2020 |
Emily Chen Cotswold · 28211 | Silver | Win-Back | Personalized re-engagement sequence day 2 of 5 | 2021 |
Post-Job Automation Sequence
One job, four handoffs, zero staff time
Example customer: Tom & Lisa Rodriguez · ticket #4821
Day 0 · 10:12 AM
Job Completed
Tech #4 finished capacitor replacement
Dispatch
Day 0 · 12:15 PM
Review Request
SMS with 1-tap Google review link
Follow-Up Agent
Day 3 · 4:00 PM
Membership Pitch
Silver plan offer + $89 first-year savings
Membership Agent
Day 7 · 11:00 AM
Referral Ask
Personalized ask + neighbor discount code
Follow-Up Agent
Proof PointOne quarter, one contractor
67
new maintenance agreements
$12,663
recurring annual revenue
4.1 → 4.7
Google rating lift
The post-job sequence — review request, membership pitch, referral ask — ran on every ticket for one quarter. No new hires, no manual calls.
Agent Handoff
Review → Membership
A fresh 5-star review is the perfect moment to pitch a membership.
Follow-Up Agent
Captured 5★ from Rodriguez · 4h ago
Membership Agent
Sent Silver plan pitch · reply expected
Appointment Reminders & VIP Tagging
Upcoming appointments
AI applies tags automatically from membership + history
- Tomorrow · 7:30 AMMarcus JenkinsVIP · PlatinumFall tune-up (2 systems) · BallantyneSMS sentTech ETA sent
- Tomorrow · 9:00 AMPriya RaoVIP · GoldDiagnostic — warm air upstairs · DilworthSMS sentCall confirmed
- Tomorrow · 10:30 AMKelsey O'BrienNew CustomerEstimate — full system replacement · Plaza MidwoodSMS sentPrep guide sent
- Tomorrow · 1:00 PMJonathan PierceVIP · GoldMembership renewal visit · CorneliusSMS sentTech ETA scheduled
- Tomorrow · 3:15 PMGrace OseiStandardQuiet-mode compressor check · Steele CreekSMS scheduled 6PM
- Wed · 8:00 AMAshley BennettVIP · PlatinumVIP annual health check · NoDaSMS sentPersonal note from tech