Elevating Customer Experience: Filtered Water Solutions’ Journey to Efficient Communication with Esendex
Results
Increase in customer response rates to service reminders and updates.
Challenge
Low response rate from calls and voicemails, need for a more effective solution that works quickly and efficiently.
Solution
Two-way SMS for service updates, service reminders, and marketing outreach
HQ
Prestons, NSW, Australia
Website
www.filteredwatersolutions.com.au
Summary
Filtered Water Solutions, an Australian-owned company with over 25 years of experience, focuses on delivering dependable and cost-effective water filtration systems for both residential and commercial settings. They provide high-quality products and services, including under-sink filtration systems that remove contaminants from drinking water and whole-house filtration systems.
Challenge & Key Obstacles
Filtered Water Solutions faced the challenge of a low response rate from traditional communication methods, such as calls and voicemails for appointment reminders and service due notifications. To avoid higher costs and inefficiencies, two-way SMS communication was introduced to enhance customer engagement and streamline communication. SMS offers a higher open rate , allowing customers to receive and respond to important updates quickly and conveniently, ultimately improving appointment scheduling and service quality.
Prior to collaborating with Esendex in 2023, the water filtration company had not used SMS for customer communication. By implementing two-way SMS, the company experienced a significant boost in response rates, leading to enhanced customer engagement and increased revenue through improved appointment management and service reminders. The decision to opt for Esendex was driven by the significant reduction in time spent on customer communication and a noticeable decrease in no-show appointments.
“Integrating Esendex’s SMS solution with our existing systems was incredibly smooth. The ease of setup allowed us to focus on what matters most—providing excellent service to our customers. Working with Esendex has been a fantastic experience. Their support team is always ready to help, and the platform is intuitive. We couldn’t be happier with the results we’ve achieved together.”
Julie, Business Manager | Filtered Water Solutions
The features that changed the game
Automated SMS reminders effectively reduced no-show appointments
Easy integration with existing systems for seamless implementation
API integration with Esendex that helps sync data for automated workflows and tasks
Results & Improvements
- Increase Response Rate: Substantial increase in customer response rates to service reminders and updates, leading to more effective communication and engagement.
- Improved Communication Efficiency: The transition to two-way SMS has streamlined communication processes, allowing staff to convey important information without delays associated with phone calls.
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