Coaching Tool · Numa Thread + RO Comms Review
Customer Communication Scorecard
Use this when auditing one of an advisor's completed ROs end-to-end. Pull the Numa thread, check the DMS status history, and look at the timing of every touch. 1–5 scale across the full comms workflow — from drop-off through the pickup CSI text. Total updates automatically.
How to use: Pick one completed RO per advisor per week. Pull the Numa Smart Inbox thread and the CDK / DMS status log. Score each category against the comms standard. Use notes for direct quotes from the thread. Review with the advisor within 48 hours.
Communication Categories
1. DMS Status Discipline
CDK / DMS status moved promptly at every stage so Numa could auto-text accurately
2. Touch 1 — MPI Send
MPI video + quote + clear ask sent via Numa within 15 min of tech finishing inspection
3. Touch 2 — In-Shop Updates
Status touches at least every 2 hours while in shop — auto or manual, but consistent
4. Touch 3 — Delay Handling (if applicable)
Any delay communicated BEFORE original ETA passed, with specific new ETA + ownership language, no excuses
5. Channel Choice
Text for approvals / ETAs / confirmations · Call for bad news, complex repairs, upset customers
6. Click-to-Call Discipline
All outbound calls initiated through Numa app — dealership caller ID + auto-logged in thread
7. Tone & Personalization
Texts used customer name, warm tone, personal touches — not just bot-template auto-text
8. Handoffs & @ Tags
Lunch / EOD / department crossovers handled via @ tags in Numa with one-line context, no dropped balls
9. Pickup Closeout
Customer walked to car · next-visit set up · Numa thank-you + review-link text within 90 sec of pickup
10. Thread Hygiene & SDL Notes
Numa thread complete and chronological · SDL / 3Cs notes kept in sync · next advisor has full context
Total Score
0 / 50
Coaching Notes
Scoring guide: 5 = excellent, coach others · 4 = strong, minor opportunities · 3 = meets standard ·
2 = below standard, needs coaching · 1 = not meeting expectations