Your Service Pipeline is where every service opportunity lives, from the first ping to the closed RO. It gives you a live picture of what's on your drive, what's in the shop, and what's ready to bill out.
What Is the Service Pipeline?
The Service Pipeline is the board view inside your Service Engagement Hub. Each column is a stage in the service workflow, and each card is a customer opportunity moving through it. Data flows in from your DMS and OEM feeds and refreshes every 15 minutes for supported DMSs, so what you see on the board reflects what's actually happening in the shop.
Opportunities move between stages automatically based on customer engagement and DMS activity, so your team spends time working service, not updating a board.
Where to Find It
Open DriveCentric and click the dropdown arrow next to the header, Sales Engagement Hub
Select Service Engagement Hub.
How to Use It
The Pipeline Stages
The board is organized into five stages, left to right, following the natural service journey:
Contacted: the customer has engaged and the opportunity is active with your advisor.
Appointments: an appointment has been logged for this customer.
Open RO: a Repair Order has been opened for the vehicle in your DMS.
Pending: the work is done but the RO hasn't been finalized yet in the DMS. Warranty work often sits here.
Closed RO: the DMS has officially closed the RO. This stage resets at the first of each month, similar to the Delivered stage on the Sales Pipeline.
Lost is not a stage. If you close an opportunity out in the CRM, it's marked Lost on the Customer Card Service Tab. Marking Lost stays in DriveCentric and does not update the DMS.
What Moves an Opportunity Between Stages
Most movement happens automatically. Here's what triggers each move:
Into Contacted: the customer engages or replies. Once the Service Advisor reaches out to the customer and the customer responds back, contact happens and the opp moves to the Contacted stage.
Into Appointments: an appointment is logged for the customer.
Into Open RO: the DMS reports an open Repair Order. This flows in on the 15-minute DMS refresh.
Into Closed RO: the DMS reports the RO as closed. This also flows in on the DMS refresh.
Service Leads
Service Leads are new opportunities from third-party and OEM feeds that haven't been worked yet. You'll find them in two places:
The notification drawer on the sidebar, where Service Advisors get pinged when a new lead comes in.
The Service Leads list view can be found by clicking "View all" from the Service Leads drawer or clicking into any stage of the Pipeline and then Service Leads. This is where every unworked lead is grouped together.
Once the customer engages (responds back to the store's outreach), the opportunity moves out of Service Leads and into the Contacted stage on the pipeline.
Drilling Into a Stage: List View
Click any stage header on the board to open the list view for that stage. This is your working list for that column. From here you can:
Scan every current opportunity in that stage in a single row-by-row view.
Add and reorder columns like Advisor, Technician, Current Stage, Promise Date, Next Appointment, Services, and Customer Pay to see exactly what matters for the way you work.
Click into any row to open the Customer Card and take action.
The Service Leads list view works the same way, so it's the fastest way to see everything that's waiting to be worked in one place.
Filters
Click Add Filter at the top of the pipeline to narrow the view. You can filter by store, users, teams, date, source, new/used, year, make, model, and tags. Pick a category, check the options you want, and click save. Click clear to remove the selection.
Date Filter: applying a date filter gives you a snapshot of that window rather than the live picture. Clear the filter to return to real-time.
Tips for Your Team
Have your Service Advisors work from the Service Leads list view at the start of every shift. That's where the untouched opportunities live, and the sooner they engage, the sooner the opp starts moving down the pipeline.
Add Promise Date and Next Appointment as columns on your Open RO and Appointments list views so nothing slips.
Use Mark Lost to clean up the pipeline without touching the DMS record. It's a CRM-only action.
Good to Know
Service data refreshes from supported DMSs every 15 minutes.
The Closed RO stage resets at the beginning of each month, so end-of-month numbers reflect that month only.
Pipeline stages and Customer Card Service Tab statuses (Active, Won, Lost) are two different concepts. The pipeline shows where the work is; the Service Tab shows the outcome.
Need Assistance?
For assistance, reach out to your Customer Success Team using the Support Icon in the bottom-right corner of DriveCentric!