Midland Books is an independent retail business selling a wide selection of books & stationery.
Midland Books needed a way to send collection-ready notifications to their customers, ideally using a channel that offered real-time efficiencies while allowing customers to read and action the messages when convenient for them.
Previously using phone calls to manage the process created additional work for the team, prompting customers to call back during busier periods or outside of shop hours.
With every order a mobile number is taken, this is to send an SMS to notify the customer that their order has arrived. Within the text message, the customer is now given an individual number so when they come in to collect, they will have the message to hand ensuring their orders are found much quicker.
SMS has streamlined the process immensely, staff in the store are not spending most of their time on the phone or finding customer details and orders.
This has improved customer satisfaction as there is no longer a need to call and chase or spend longer than necessary when collecting their purchases.