Text messaging added speed and convenience to the order process
Our text messaging and phone services changed the game for Innogravers.
Innogravers is a family owned business based in Collinsville, Texas. They can put a custom design on anything be it cloth, plastic, or metal. Their website and their phone system are critical tools to receive and deliver orders quickly and efficiently.
This business handles a ton of orders. Each order has some element of customization: a logo on a hat, a personalized message on a plaque or a saddle, slogans on a tchotchke – they can put a graphic or message on anything. The big challenge is making sure they get it right the first time as “re-dos” are costly.
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Successful Order Management = Satisfied Customers
Text Messaging on the Mobile App
One of the owners told us they used to rely on email to communicate. They would upload files to dropbox and then notify the customer via email to review the content. What they found is that their customers frequently did not check email which added delay into the order process.
We introduced the mobile app. With this, the owners could snap a picture of a product or design within mobile app and text it directly to their customers. The text message would arrive coming from the business phone number (not their personal cell number). The owners found the customers where much more likely to respond to a text message over an email.
Text messaging is now the standard to review designs and get the final OK from the customer before they print a thing. The text messages have also enabled them to have a complete history of the transactions right at their fingertips.
The Phones
Innogravers has a phone at their main desk for conversations that require hands-free access. They rely on the mobile app when they roam about the office or are outside of the office. Access to extended hour communications is needed as they frequently get calls outside of normal business hours.
Time of Day Management
During Normal business hours, customers are greeted by an incoming message that routes the calls directly to the appropriate owner. If no one answers, the phone will roll over to the other owners, and ultimately to the appropriate voice mail box. After hours, the calls will reach an automated greeting that directs customers exactly where they need to go so that Innogravers never misses a thing.
Users of this service: