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How 360 SMS Helped Maximize Conversions for An Online Vehicle Auction Provider by Transforming Communications

No matter which business vertical you are dealing with, effective communication has always proved rewarding for businesses.

We have already shared multiple success stories for different business verticals in our previous blogs to substantiate this statement.

When firms have reliable communication solutions to connect and engage with their prospects and customers, this has always helped drive better response rates, customer engagement, and conversions. 

An online vehicle auction provider experienced similar kind of results.

Today, in this blog, we want to reveal a real-life success story where an online vehicle auction provider improved its conversion rate by using 360 SMS for Salesforce SMS. We will also unveil the impact  360 SMS made on their business communications.

About the Company

An organization specializing in online vehicle auctions and remarketing services that support various sectors, such as insurance, finance, rental car businesses, local governments, and charitable organizations. Known for efficiently facilitating these kinds of services with expertise, it has markets worldwide and is situated in 11 different countries, such as the US, UK, Germany, and Canada. It is based in Dallas, Texas, and has offices in over 200 physical stores globally.

This organization operates globally, with a presence in 11 different countries, including major ones like the US, UK, Germany, and Canada.

Their headquarters is located in Dallas, Texas, and they have established operations in over 200 physical locations worldwide. These locations collectively cover a vast area, housing a significant inventory of vehicles spanning over 10,000 acres.

Problems Faced by the Firm Before Using 360 SMS Salesforce SMS Service

The organization utilized a multi-channel communication strategy involving phone calls, emails, and a virtual AI assistant for follow-up emails to engage with customers. 

However, they encountered a significant challenge – not being able to reach all their customers via phone calls. Customer surveys further highlighted the problem, revealing that most people prefer not to communicate with companies via phone calls. One survey indicated that nearly 90% of customers avoid answering calls from unknown numbers due to reasons such as busyness, intrusiveness, or a preference for alternative communication methods.

Additionally, the company observed that the conversion speed using email was not satisfactory, which was obvious.

The overall response rate of  SMS is 98% as opposed to emails which stands at 20%.

Due to this, they noticed that they had to convert at a higher rate in order to meet their goals and set targets; they then embarked on various processes to deepen their multi-channel communication strategy.

This initiative aimed to identify alternative communication channels that would better align with customer preferences and support their goal of achieving quicker conversions.

The Solution Implemented

The organization chose 360 SMS for SMS integration with Salesforce to integrate text messaging into its multichannel communication toolkit, recognizing its effectiveness in engaging customers. At the time of discovering 360 SMS, there were limited options available for text messaging solutions. Following a thorough evaluation of different providers, 360 SMS emerged as the preferred choice due to its robust features and reliability.

The organization was particularly impressed by 360 SMS’s user-friendly interface and the level of customization offered. They were able to swiftly onboard their agents with the new solution using a straightforward one-page training document. Moreover, SMS integration with Salesforce using 360 SMS provided pre-designed message templates, simplifying the process of composing messages for customers.

Regarding customer opt-ins for text messages, there are two primary channels: marketing initiatives and the website’s instant quote form. In the former case, when potential customers interact with the organization’s agents, the agents ask them if they consent to receiving text messages and obtain verbal consent. In the latter, customers completing the instant quote form on the organization’s website can opt-in by selecting a checkbox indicating their preference to receive texts.

What Changed for the Firm After Using 360 SMS Salesforce SMS Messaging

The organization relies heavily on 360 SMS for its follow-up procedures. Whenever there is a lead on their salesforce platform, agents quickly use the templates in the platform to provide follow-up text to customers who have subscribed for such. Such follow-ups also help to maintain regular contact with customers, which, in the end, can be of great benefit in keeping the process of engagement and communication active and the organization effectively responsive to the customer’s needs. Regarding follow-ups, it is obvious that with the help of 360 SMS, many leads are always pursued in a proper manner to ensure the greatest possibility of conversion and maintaining lasting relationships with clients.

Furthermore, 360 SMS has revolutionized the organization’s approach to customer communication through its automation capabilities. With automated texts, the organization can streamline various aspects of the customer experience. For instance, automated reminders are sent to customers to ensure they don’t miss their scheduled vehicle pick-up appointments, providing a convenient and proactive service that enhances customer satisfaction. Additionally, automated texts are utilized to deliver clear instructions on how customers can efficiently sign their vehicle title documents, minimizing confusion and streamlining the process.

In addition, the organization utilizes text messages to conduct surveys that are essential to capturing customers’ feedback, for instance, the Google My Business survey. This way, the organization proves its willingness to improve and put the customers at the center while at the same time gaining insights to enhance future operations.

Impact after Using 360 SMS salesforce SMS service

The organization’s adoption of 360 SMS integration with Salesforce for text messaging has yielded significant results. Customers demonstrate a notably quicker response rate to text messages compared to other forms of communication. This enhanced responsiveness has directly contributed to expedited conversion processes, allowing the company to achieve faster results in terms of sales and revenue generation.

Moreover, the proactive engagement initiated through the company’s text messages has effectively sustained sales conversations with customers.

This has made it easier for the organization, by using Salesforce text messaging as an ongoing and immediate mode of communication, to continue conversations and correspond with the customers to answer any questions they may have, give them updates, or take leads through the nurturing process. Through the constant interfacing shown above, the customers have been led through the conversion funnel and thus enhanced the conversion and sales success of the company.

Wrapping Up

The integration of 360 SMS has revolutionized communication strategies for the online vehicle auction provider, resulting in faster conversions and enhanced customer engagement. With personalized follow-ups and automated reminders, customers respond more quickly, leading to sustained sales conversations and increased conversions. The success story underscores the transformative impact of 360 SMS in modernizing communications and driving business growth. As businesses embrace Salesforce text messaging as a powerful tool for customer interaction, the online vehicle auction provider stands as a shining example of how innovative communication solutions can maximize conversions and elevate the overall customer experience. Ready to unlock the impact of 360 SMS for your business? Reach out to our experts at care@360smsapp.com or click here to contact us.

Siddharth Sehgal

CEO

Siddharth Sehgal is CEO & Salesforce Communication Guru. He helps businesses grow exponentially by putting their Salesforce CRM on steroids with his unique techniques. He is on a mission to help businesses build deeper relationships with their customers.