T
Customer Journey Map
Marketing Automation Snapshot — Torque for Automotive Recyclers
Prepared by The Business Birds · May 2026
First Contact
New Lead — Instant Response
Trigger
Form submitted / Chat message / Facebook lead received
🏷Tag: New Lead added
🔔Create opportunity in Leads pipeline + assign to staff
📱<60sSMS: New Lead Response template
✉Email acknowledgement to customer
🔔Internal staff notification
Missed Call Reply
Trigger
Missed incoming call detected
📱<60sAutomated SMS reply to caller
🔔Create contact record if new caller
🔔Internal notification with caller details
Enquiry & Quote
Quote Follow-Up — Pinnacle
Trigger
Tag "Pinnacle Quote New" added via Make.com overnight sync
🔔Move to Parts Enquiries pipeline + notify salesperson
✉Quote Acknowledgement email — immediate
📱+2 hrsSMS check-in (Mon–Sat, 9am–6pm only)
Quote Follow-Up — Direct Enquiry
Trigger
Opportunity stage moved to "Quote Sent" in Parts Enquiries pipeline
📱Day 1Initial follow-up SMS
Nurture Sequence
Pinnacle 7-Day Sequence
Continues from
Pinnacle Quote workflow — checks pipeline stage at each step
⏱+22 hrsStage check — still New Enquiry?
📱Day 2Follow-up SMS
✉Day 4"Still Thinking It Over" email
📱Day 7Final SMS
🏷Tag: Cold Lead added
✅Manual call task created → stage moves to Follow-Up
Direct Enquiry 7-Day Sequence
Continues from
Direct Quote workflow — exits if stage moves at any point
📱Day 3Urgency SMS
✅Day 5Internal call task assigned to staff
✉Day 7Final email
🏷Tag: Cold Lead added
⚡ Both sequences exit immediately on customer response
Decision Point
Outcome Branches
Based on
Pipeline stage movement after nurture sequence
⬇ Customer decides
✓ WONStage moves to Sold → Post-Sale workflows fire
❄ COLDNo response after 7 days → Cold Lead tag + manual follow-up task
👀 NO STOCKLost (no stock) → Watchlist opt-in SMS triggered
Watchlist — Back in Stock Alert
Trigger
Opportunity moved to Lost with reason: No stock
📱Opt-in SMS: "I'll text when one arrives — reply YES"
🏷On YES: Tag "Watchlist" added to contact
📱When matching arrival tag fires → alerted before general list
Post-Sale (Immediate)
Review Request — Post-Sale
Trigger
Opportunity moved to Won or Sold (any pipeline)
⏱+24 hrsWait
📱Review request SMS
🔔1–3 ★: notify owner only — not sent to Google
✉4–5 ★: Google review link sent to customer
🏷Tag: Review Requested added
Related Parts Offer — Post-Sale
Trigger
Opportunity moved to Sold (Parts Enquiries pipeline)
⏱+1 hrWait (customer collecting / receiving)
📱Upsell SMS: "From the same donor car…"
🔔YES reply → notify staff to call within 30 mins
📱+48 hrsFinal upsell SMS if no reply
🏷Tag: Upsell Sent added
Long-Term Retention
Customer Check-In — 30 Day
Trigger
Opportunity Sold + 30 days elapsed
📱"Hope the part worked out! Need anything else?"
🔔On reply: internal notification for personal follow-up
🏷Tag: Checked-In-30d added
New Vehicle Alert — Make Interest
Trigger
Tag "Arrival - [Make]" added to internal contact
📱Bulk SMS to all contacts tagged "Make - [Make]": first come, first served
🏷Tag: Arrival Alert Sent added
🔔Internal summary: number of contacts alerted
Trade Account — Inactive Alert
Trigger
Tagged Trade Active + no Won opportunity in 45 days
🏷Tag: Trade Dormant added / Trade Active removed
🔔Pipeline stage → Inactive
✅48 hrsAccount manager call task created
📱+7 daysSMS re-engagement if still no activity
⚙ Agency & Internal WorkflowsNot customer-facing — runs automatically in the background
Monthly Performance Report
Trigger
Schedule: 1st of each month at 08:00
✉KPI email to MD/Owner: leads, conversion rate, revenue closed, review score
🔔Internal summary sent to agency account manager
🔔Flag any KPI below configured threshold
Client Welcome — Onboarding
Trigger
New sub-account created (agency-level workflow)
✉Welcome email to new client
✅Onboarding task checklist assigned
✉Custom values setup form sent to client
🔔48 hrsReminder if custom values not yet completed
Legend📱SMS
✉Email
🔔Internal Notification
✅Task Created
🏷Tag Applied
⏱Wait / Time Delay
⚡ All nurture sequences exit immediately on customer response