There are multiple reasons why your service reminders did not send. Some examples are detailed below:
Every customer has communication preferences. These are set up so that you can specify how you want to send information to the customer whether this is email, SMS, letter or phone call.
The customer may have also specifically requested to only receive communications through a certain preference. For example, they may have requested to only ever receive communications through email and nothing else. It is important to respect the customers request by only having email ticked within their communication preferences.
When checking why a service reminder has not been sent to a customer, the customer may have requested to have certain communication preferences unticked so this would be something to check.
Automatic/Manual Service Reminder
You may have service reminders which are set up to process manually and some that process automatically. It’s important to check that the service reminder that you have set up has the correct processing method.
You may want all of your service reminders to be automatic so checking that the service reminder, which has not been sent has not been set to process manually.
Service reminders (Overview)
Service Reminder Template
When creating a new service reminder, the email, sms and letter templates are set up by default. However, you may have deleted the entire email section (for example) with the intention of editing this but may have left this part of the service reminder blank.
If any part of the service reminder template is blank, nothing will be sent via this method. For example, if the email template is blank/empty, no emails will be sent relating to this servicer reminder.
Service reminders (Overview)
In order for your service reminders and jobs to align with each other, you have to ensure that you are creating service jobs. This gives you the ability to maintain accurate service reminder dates and the ability to choose whether the new service reminder date is a year from the service reminders original date or the date that the engineer actually did the service job.
Without using/creating service jobs, your service reminder dates may not be correct and might not be sent when you are expecting them to.
Editing a Service Reminder
You should only ever edit a service reminder date if absolutely necessary and a mistake has been made. For example, a normal job has been raised instead of a service job.
The time of when you edit a service reminder is crucial in determining whether or not this could stop your reminder sending in the foreseeable future. If your service reminder is due to send out tomorrow as it’s due in 14 days and you edit the service reminder today to be any more than 1 day later, the automatic reminder will no longer trigger as the automatic reminder was waiting for the 10th October (for example) and it’s now been changed to the 11th October meaning the automatic trigger will no longer take place.
Edit a service reminder