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How 360 SMS Salesforce Texting Helped a Manufacturing Firm to Solve Its Toughest Problems?

In any manufacturing firm, customers interact in several ways. From taking orders to final delivery, several types of communication go back and forth to ensure the successful and on-time completion of orders. To perform every action on time or to respond to customers in a timely manner, a firm always needs a reliable solution.

Therefore, solely relying on communication channels like calls to manage every type of communication won’t be a prudent approach. In addition to increasing the logistic team’s workload, this will also lead to delays in order processing and deliveries. This is because logistic teams are usually busy scheduling deliveries on calls. 

This is where 360 SMS Salesforce texting can do wonders for such manufacturing firms. And this is not just a statement; we have got a real-life success story to share with you.

In this blog, we will introduce you to a cabinet manufacturing firm. We will also discuss the problems they faced and how 360 SMS helped them streamline their operations and overcome various difficulties that came their way.

About the Manufacturing Firm

This industry leader isn’t just America’s largest independent cabinet manufacturer – it’s a one-stop shop for your dream kitchen or bathroom.  They offer a vast selection of well-known brands like KraftMaid, Smart, and Echelon, ensuring a perfect fit for any style and budget.

Their impressive infrastructure boasts 14 assembly plants and 3 component facilities strategically located across the nation.  This translates to a massive distribution network reaching dealers, home centers, and distributors, guaranteeing their cabinets are readily available near you.

From home builders seeking a reliable partner for new construction to architects crafting bespoke spaces and multi-family developers prioritizing both style and value, their customizable framed and frameless cabinetry solutions deliver exceptional quality, durability, and stunning aesthetics. This dedication to superior craftsmanship and exceptional service ensures every project receives the perfect cabinets.

Problems faced by the Manufacturing Firm

The COVID-19 pandemic brought unexpected success to a cabinet company. Demand soared, but so did delivery challenges. Traditionally, they relied on phone calls to schedule deliveries, but a surge in orders overwhelmed their team. Coordinating deliveries with a growing customer base became a time-consuming nightmare.

This system buckled under the pressure. Long lead times and a backlog of orders meant delays and frustrated customers. The company urgently needed a more efficient way to manage deliveries. Phone calls just weren’t cutting it anymore.

They sought a solution that could:

Streamlined Scheduling: Automate the process to free up staff for other tasks and eliminate the scheduling logjam.

Real-Time Updates: Keep customers informed about delivery progress, reducing anxiety and unnecessary calls to inquire about their cabinets.

Lightened Team Load: Alleviate the burden on overwhelmed schedulers who were drowning in phone calls.

Cost-Effectiveness: Find an affordable way to improve delivery efficiency without breaking the bank.

Enhanced Customer Satisfaction: Boost customer experience with clear and timely communication throughout the entire delivery process.

Their search for a new approach would become a game-changer for their delivery system.  By embracing a more efficient method, they could replace the pre-pandemic chaos with a smooth-running operation, ensuring happy customers and timely deliveries.

The solution offered

The solution proposed involves leveraging text messaging as the primary mode of communication with customers, recognizing its popularity and higher response rate compared to email.

Customer feedback is crucial, and this forward-thinking cabinet manufacturer listened. Recognizing the need for improved communication during the ordering process, the company partnered with its Salesforce consultant to explore solutions.  Positive reviews, cost-effectiveness, and their consultant’s backing made 360 SMS, a texting platform seamlessly integrating with Salesforce, a strong contender. To confirm its capabilities, a live demo showcased impressive features that promised to streamline communication and enhance the customer experience.  Impressed by its potential to improve both delivery management and overall efficiency, the firm adopted 360 SMS as its texting solution for texting from Salesforce. This strategic move reflects their commitment to leveraging technology for better customer engagement and optimized operations.

Usage of the 360 SMS Salesforce Texting by the Manufacturing Firm

The company employs 360 SMS to effectively communicate order updates to its customers throughout the entire process. Here’s how they utilize its Salesforce SMS service:

Order Confirmation: Upon placing an order, a Salesforce SMS confirms receipt and processing of customers’ cabinets. This eliminates any uncertainty about whether the order went through.

Delivery Scheduled: Customers are notified via text message once their delivery date and estimated arrival time are confirmed. This allows them to plan for the cabinet installation.

Production Updates: During the manufacturing phase, customers receive text updates on the progress of their custom cabinets. This transparency helps manage expectations and keeps them informed.

Shipping Confirmation: Once the cabinets are shipped, another text message confirms their dispatch for delivery, allowing customers to prepare for their arrival.

Satisfaction Survey: Approximately 8-10 weeks after delivery, a text message is sent to customers as a satisfaction survey. This feedback is valuable for the manufacturer to continuously improve their service and maintain customer satisfaction.

Impact of Salesforce Texting on the Manufacturing Operations

• Talking to customers about deliveries is much better now.
• Customers can change where or when they get their deliveries without any trouble.
• Customers are happy with the quick and helpful updates they receive from the system. They send out thousands of Salesforce SMS every week, and it keeps their customers satisfied.
• The teams that plan and deliver things can work much better now.
• The company feels good because they can get customers to buy from them again and again. They were the first cabinet manufacturing company in the country to use texting from Salesforce.

Conclusion

The implementation of 360 SMS for texting from Salesforce proved instrumental in resolving the manufacturing firm’s most daunting obstacles. Implementing 360 SMS wasn’t just a communication upgrade – it was a game-changer. The company streamlined communication (think: fewer phone calls, faster order updates), leading to a measurable boost in customer satisfaction (higher ratings, fewer inquiries) and operational efficiency (reduced scheduling time, on-time deliveries). This data-driven success story underscores how innovative solutions like 360 SMS empower businesses to overcome challenges and not just survive but thrive in today’s dynamic marketplace. Are you ready to witness new outcomes for your vertical with advanced texting? Connect with us 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.