"What might've taken our contact centre - in most cases - 5 minutes, can now be done instantly.”
SYSTEM SUPPORT AND DEVELOPMENT, VAILLANT GROUP
Communicating with customers
Before using SMS, their contact centre would spend valuable time and money calling customers to remind them of their appointments - this was a massive drain on resource. Appointment reminders are now sent via SMS and with our two-way text messaging system, customers can cancel their appointments and rearrange a call-back to rebook!
Since implementing our text messaging services Vaillant Group UK has improved their efficiency and reduced outbound call volumes per year by a whopping 34,140 calls. Their average call time is 5 minutes, so each text message that has replaced a phone call has generated huge operational and financial savings - now that’s refreshing to hear!
Communicating with engineers
Vaillant Group UK use our SMS services to send same day appointment reminders to their engineers, sending a reminder with all the relevant details so they know exactly where to go, arriving on time, every time. By utilising SMS, this has improved operational efficiency for both the internal planning teams and the field engineers.