When a repair order is cashiered in PBS, Reviewflowz asks the service customer for a review, and when a deal is delivered, it asks the buyer. The review that comes back is matched to that repair order or deal and credited to the service advisor and technicians, or to the sales rep.
How it works
A repair order is cashiered, or a deal is delivered, in PBS.
At the next hourly read, Reviewflowz picks up the record, the customer and the staff on it.
The request goes out after your delay.
The customer's review is matched to the repair order or deal and credited to the advisor, the technicians or the sales rep.
What triggers a request
Trigger | When it fires | Who is asked |
A repair order is cashiered | PBS lists the repair order as Cashiered | The customer on the repair order |
A deal is delivered | PBS lists the deal as Delivered | The buyer on the deal |
Each trigger has its own request, PBS repair order cashiered and PBS deal delivered, so service and sales customers get their own messages. Both are off when PBS is connected: switch on the moments you want to ask about, and the request is created when you do. The customer is asked by the email and the phone number on the PBS record. If a customer's communication preferences in PBS say no to email or to texts, that channel isn't used.
When you link the dealership, its last 90 days of repair orders and deals are imported so their reviews still match. Nobody is messaged for those.
Connect PBS
There is nothing to paste. PBS shares a dealership's data with Reviewflowz through the PBS Partner Program once the dealership authorizes it, and we set it up with you. It works on PBS v10 and Aristo, with nothing to install on your side.
In Reviewflowz, open Integrations, go to the Automate Review Requests tab and click the PBS card. If you already have an integration connected there, click Connect another integration first. In the Connect PBS window, click Request access and tell us each rooftop's PBS serial number in the message that opens. We arrange access with PBS and send you the authorization to sign. Once PBS confirms, each dealership appears in Reviewflowz, ready to link to your location, and the Connection card shows its PBS serial number with Status: Connected.
Link your dealership to a location
Under Dealership, give the Dealership in PBS the Reviewflowz location whose review profiles its customers should see. Cedar Valley Honda is linked to its own location. If your Reviewflowz account has one location, the dealership is linked to it for you when we connect. A dealership you haven't linked isn't read until you link it. A dealer group connects each rooftop on its own, and each gets its own requests. Once there are several, the request names carry the dealership name. Click Refresh list when a new one appears.
Set up the request
Timing. A repair order counts from the moment it is cashiered, a deal from the moment it is delivered, and your delay comes on top. Cedar Valley Honda emails 3 hours later. Follow-ups stop once a customer clicks, reviews or unsubscribes.
Channel. Email, SMS or WhatsApp, set per message.
Message. Cedar Valley Honda's From name is "Cedar Valley Honda", the Subject "Thanks for visiting our service department, {{first_name}}", which Carmen Alvarez reads as "Thanks for visiting our service department, Carmen", and the body names the vehicle with {{pbs_vehicle}}, "your 2021 Honda CR-V". The Button text is "Review your visit". Try yours with Send myself a test.
Direct reviews to. Smart routing gives one button, and your goal for reviews decides which site it opens. Cedar Valley Honda aims for as many Google reviews as possible. Show all options on the email lists every site instead.
Turn it on
Open PBS repair order cashiered and click Turn requests on. The status line reads "Sending requests to every new contact", and the Syncing panel's Sending requests for records since shows the day PBS was connected, and only repair orders cashiered and deals delivered after you switched the trigger on are asked. Do the same for PBS deal delivered when you want buyers asked too.
When a deal is cancelled
If a delivered deal is cancelled in PBS before its request goes out, the request is withdrawn.
See what it brings back
Every review is matched to the customer and the repair order or deal it came from, and credited to the staff on it. Yusuf Redmond's five star review, "Luis found the rattle two other shops missed. Great work on my Pilot.", lands on service advisor Dana Whitfield and technician Luis Ortega. Reports > Dashboard > Team Attribution Leaderboard counts the reviews credited to each advisor, technician and sales rep, Dana Whitfield, Luis Ortega and Kenji Park at Cedar Valley Honda. The Requests page counts Contacts, Requests, Clicked CTA, Matched and Stopped, and the CRM Integration widget under Reports > Dashboard tracks requests, links clicked and reviews matched from PBS.
Good to know
The Syncing panel counts customers who can't be asked, such as a record with no email or phone. They're still kept, so a review from that customer is matched by name.
Reconnect on the Connection card checks the dealership with PBS again and keeps your requests and link as they are.
If the card says PBS stopped sharing the dealership, ask PBS to restore Reviewflowz's access to your serial number, then contact us.
A second rooftop connects on its own: click Request access again with its serial number.
Disconnect stops the reads and withdraws every request that hasn't gone out.
