September 15, 2009
Clickatell Case Study for Customer Service
Dependable customer service is the key to every successful business. In this case study, SMS gateway company Clickatell explains how they set up a text messaging system for Dawsons Music Stores.
The company was looking for a solution that would allow for timely customer collections of repaired goods. "We wanted to allow our sales people to quickly and reliably inform customers when their repaired goods are ready for collection".
How it was done:
All Dawsons outlets utilise an .ASP based repairs system running on their Intranet. When a repair is booked back into the store (either from an external repairer or even when it has been repaired internally) the system sends a text message to the customer to let them know their goods are ready. It is customised for each store (with their own number) and even includes the Repair ID number instructing the customer to call the shop prior to collection quoting that ID number. The shops do not have to do anything more. The only requirement is that they capture the customers mobile number at time of booking in the repair.
Dawsons' customers are happier and better informed. According to Mark Fletcher, Dawsons IT Director, "repairs can be quite a negative subject but by having this level of service our customers are made to feel special."
Throughout September, Textually will be promoting Clickatell through a series of editorial ads that will highlight some of their specific services tailored to governments, industry, retailers, social networks and individuals, helping them do business smarter and faster - not only controlling costs but driving more revenue too.
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