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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 company is America’s largest independent manufacturing firm specializing in crafting kitchen and bathroom cabinets. With an extensive array of cabinetry brands under its belt, including well-known names like KraftMaid, Smart, Yorktowne, Medallion, Advanta, and Echelon, it offers a wide range of choices to suit various tastes and needs.

Operating across the nation, the company boasts an impressive infrastructure comprising 14 assembly plants and three facilities dedicated to producing cabinet components. Its distribution network spans numerous dealers, home centers, and distributors, ensuring its products reach customers far and wide.

Catering to the needs of homebuilders, architects, and multi-family developers, their framed and frameless cabinetry solutions are favored for their quality, durability, and aesthetic appeal. Whether it’s for a newly constructed home, a renovation project, or a large-scale development, their cabinets stand as a testament to their commitment to excellence in craftsmanship and service.

Problems faced by the Manufacturing Firm

During the COVID-19 pandemic, a company specializing in cabinet works encountered significant challenges in managing their delivery process. Traditionally, they relied solely on phone calls to customers to arrange delivery schedules, where customers could choose their preferred date and time for receiving their orders.

However, as the pandemic unfolded, the company faced a surge in demand for its products. This led to longer lead times for deliveries and a backlog of orders awaiting scheduling. The company’s scheduling team found themselves inundated with the task of contacting numerous customers to coordinate deliveries. This not only placed immense pressure on the team but also resulted in delays in order dispatch and on-time delivery.

The situation highlighted the need for a more efficient and organized approach to managing the delivery lifecycle. The company recognized that relying solely on phone calls was no longer sufficient, especially given the increased volume of orders and the challenges posed by the pandemic. They realized the importance of implementing a system that could streamline the scheduling process, provide real-time updates to customers about their deliveries, and alleviate the burden on their internal teams.

Furthermore, the company understood the importance of finding a solution that could achieve these objectives without placing excessive strain on their staff or incurring significant additional costs. They sought a system that would not only improve efficiency but also enhance customer satisfaction by keeping them informed and engaged throughout the delivery process.

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. In response to this insight, the firm, with guidance from their Salesforce consultant, opted to implement a texting program utilizing a platform called 360SMS.

360 SMS is an app that facilitates communication with customers via text messages within the Salesforce ecosystem. The firm was recommended this solution due to its positive reviews, cost-effectiveness, and the endorsement of its Salesforce consultant. To better understand how 360 SMS could address its needs, the firm took a demonstration of the platform in action.

Impressed by the capabilities demonstrated during the demo and confident in its ability to streamline its communication processes, the firm made the decision to adopt 360 SMS as its chosen solution for texting from Salesforce. This choice reflects their commitment to embracing technology to enhance customer engagement, improve communication efficiency, and ultimately optimize their delivery management system.

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 Placement Notification: As soon as a customer places an order, a Salesforce SMS is automatically sent to inform them that their order has been received and is being processed.

Delivery Schedule Confirmation: Once the order is scheduled for delivery, another text message is sent to the customer, providing them with the confirmed date and time for when they can expect their cabinets to arrive.

Production Updates: During the production phase, customers receive text notifications to keep them informed about the progress of their cabinets being manufactured. This helps manage expectations and provides transparency about the status of their order.

Shipping Confirmation: Once the cabinets are ready and on their way to the customer, another text message is sent out, confirming that the products have been dispatched for delivery.

Post-Delivery Follow-up: After the delivery of the cabinet, customers receive a follow-up text message after 8-10 weeks. This serves as a satisfaction survey, allowing customers to provide feedback on their overall experience and the quality of their order.

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. By leveraging this powerful tool, the company not only streamlined its communication processes but also enhanced customer satisfaction and operational efficiency. With innovative solutions like 360 SMS, businesses can overcome challenges and thrive in today’s dynamic landscape. 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.