Steer Ultimate's new Opportunity Scoring feature is your smart, data-driven way to identify and prioritize the best service opportunities for your shop.
Requirements for Opportunity Scoring:
Opportunity Scoring is a Steer Ultimate feature. Not currently on Steer Ultimate? Login to Steer to upgrade, or chat with our team, to take advantage of all Steer Ultimate features.
Jump To:
How Does Opportunity Scoring Work?
How is the Opportunity Scoring List Structured?
How Are Customer-Vehicle Pairs Ranked?
Understanding Signals: What Drives the Score?
How Does Opportunity Scoring Work?
Steer’s scoring intelligence analyzes a wide range of data points for every customer and their vehicles. Each customer-vehicle pair receives its own unique score, reflecting how likely that specific vehicle is to return for service. This means that even if a customer owns multiple vehicles, each one is evaluated separately—so one vehicle might be a top priority (Very Hot), while another may be a lower opportunity (Cold).
Opportunity Scores:
- 🔥🔥🔥🔥 Very Hot - Top Priority Lead
- 🔥🔥🔥 Hot - Strong Potential
- 🔥🔥 Warm - Moderate Potential
- 💧 Cold- Low Potential
How is the Opportunity Scoring list structured?
The Opportunity Customer List brings all your critical information together in one easy-to-use view:
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Customer Name: Clearly see whether you’re working with a Consumer or Business customer.
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Opportunity Score: Instantly spot your hottest leads with a visual score 🔥🔥🔥🔥 for each customer-vehicle pair.
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Vehicle Name & Last Visit Date: Every entry displays the specific vehicle and when it was last serviced, so you always know which car needs attention.
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Signals: For each customer-vehicle pair, see up to two key signals that had the biggest impact on their score. Signals are color-coded and display exact metrics, such as days since last appointment, maintenance due, or open quotes. Jump to Understanding Signals to learn more.
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Talk Track: This section will provide tailored conversation guides to help your team personalize outreach and engage customers effectively based on their unique opportunity score and signals.
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Quick Actions: This will enable you to take immediate actions and mark opportunities as WON, LOST or TO-DO right from the list; streamlining your workflow and boosting productivity. Every time you work an opportunity a To-Do is created in the background to log your completed work.
How Are Customer-Vehicle Pairs Ranked?
We give each customer and their vehicle a special score called the opportunity score. This score shows how likely it is that they will need service soon.
We use lots of different signals about the car and customer, such as:
- Number of past appointments
- Days since last appointment
- Days since last paid invoice
- Days since last contact
- Number of open quotes
- Maintenance due in X/-X days
- Number of maintenance reminders
- Number of declined services
- Days since declined service
- Review provided
- Number of abandoned appointments
- Days since last abandoned booking
All these details help us calculate the total opportunity score for each customer and their vehicle pair.
Finding the Average and Standard Deviation
Next, we look at all the opportunity scores together and find the average (mean) score for everyone in the group. We also calculate how spread out the scores are from this average—this is called the standard deviation.
Standardization: Comparing Fairly
To compare each customer-vehicle pair fairly, we use a process called standardization. We take each opportunity score, subtract the average, and then divide by the standard deviation. This gives us a normalized value that shows how far above or below average each pair is.
Splitting Into Buckets
We then split these normalized values into groups (called buckets) to make it easy to see who needs attention most:
- 💧Cold: Scores much lower than average.
- 🔥🔥 Warm: Scores a bit lower than average.
- 🔥🔥🔥 Hot: Scores a bit higher than average.
- 🔥🔥🔥🔥 Very Hot: Scores much higher than average.
This way, we can quickly see which customer-vehicle pairs are the best opportunities for service
Understanding Signals: What Drives the Score?
Each customer-vehicle pair displays up to two of the most impactful signals, such as:
- Number of past appointments - how many times the customer has visited the shop.
- Days since last appointment - how long it's been since the customer's last visit.
- Days since last paid invoice - how long it's been since the customer's last paid invoice.
- Days since last contact - how long since they last text/emailed the shop.
- Number of open quotes - if they have open quotes from the Shop Management System.
- Maintenance due in X/-X days - if a maintenance reminder is coming due soon or is past due.
- Number of maintenance reminders - how many maintenance reminders the customer has had.
- Number of declined services - how many times the customer said no to extra services.
- Days since declined service - how long since the customer last declined a service.
- Review provided - the customer has left a review for the shop.
- Number of abandoned appointments - how many times the customer started to book but did not finish.
- Days since last abandoned booking - how long since the customer's last unfinished booking.
Signals are uniquely color-coded and show the exact metric (e.g., “4 maintenance reminders due”).
Please reach out to Customer Support if you have any questions.
- or chat with our team via the Steer platform.