What Gladius does on the service drive
Engine 01
Every RO that opens gets auto-scanned the moment the advisor writes it up. The radar checks equity (current loan vs. real-time book), mileage, vehicle age, and household lifecycle signals against your rules. Floor manager sees the qualified flags on a live board — before the customer pays the ticket and drives away.
How it actually runs
- Auto-flags ROs where the customer has > $X equity, > Y miles, > Z age (you set the thresholds).
- Flags appear on the floor manager's screen the moment the RO opens, not the next morning.
- Cross-checks the household: spouse's lease maturity, second car at 120k, recent payoff event.
Engine 02
When the radar lights up, the lead routes to the right rep — the customer's original salesperson if they're on shift, or a designated service-floor specialist. Live in the platform. No notebook, no whiteboard, no shouting across the showroom. The salesperson appears at the service lounge with a coffee, not a deal sheet. Conversation first.
How it actually runs
- Live alert in the rep's CRM inbox + push notification. Acknowledged or it re-routes in 5 minutes.
- Hand-off log: who got the flag, who took the conversation, what came of it. Auditable.
- If a rep ignores 3 flags in a row, the manager sees it. Accountability without a meeting.
Engine 03
When a customer declines $2k+ of recommended work, Gladius drafts a 30-day cadence with offers tailored to the decline reason: financing the repair, comparing repair cost vs trade equity, prepaid maintenance, or a buyout offer. Service advisor approves before any message ships. No spam, no spray-and-pray.
How it actually runs
- AI drafts the cadence using the actual RO line items + estimated trade equity — not a template.
- Default message: 'If your repair adds up to more than half your trade value, let's talk.'
- Advisor or BDC manager approves every send. TCPA-clean consent gate on every channel.
Engine 04
Used cars coming in via trade get an auto-scored recon estimate the moment the trade is appraised — cosmetic, mechanical, and sublet projections rolled into one number. The GSM sees the real frontline cost before signing the deal, not three weeks later when service hands back a $1,800 surprise.
How it actually runs
- Cosmetic + mechanical + sublet projections from VIN + service history + photo evidence.
- Variance tracked over time — if our recon estimate is off by > 15% on the rolling 90-day average, the model retrains.
- Live frontline cost shown next to ACV on the desk log, so used-car gross is real, not aspirational.
Engine 05
Managers see hours per RO, effective labor rate, comeback ratio, and customer-pay vs warranty mix in real time. By advisor, by lane, by day. The numbers nobody runs — exposed on one screen. Most stores find their effective labor rate is $25-40 below the posted door rate. The math nobody runs catches it.
How it actually runs
- Hours-per-RO by advisor, weekly. Benchmark line: 2.4 hrs CP / 1.8 hrs warranty.
- Effective labor rate vs door rate, by advisor. The leak nobody sees until quarter-end.
- Comeback ratio with root-cause attribution: tech, advisor, or part. Stops the blame loop.