Dawsons were looking for a solution that would allow for timely customer collections of repaired goods. "We wanted to allow our sales people to quickly and reliably inform customers when their repaired goods are ready for collection" says Mark Fletcher, Dawsons IT Director. Dawsons decided to make use of Clickatell's SMTP (E-mail to SMS) solution to get the job done, by integrating it with their existing intranet system.

The Solution

All Dawsons outlets utilise an .ASP based repairs system running on their Intranet. When a repair is booked back into the store (either from an external repairer or even when it has been repaired internally) the system sends a text message to the customer to let them know their goods are ready. It is customised for each store (with their own number) and even includes the Repair ID number instructing the customer to call the shop prior to collection quoting that ID number. The shops do not have to do anything more. The only requirement is that they capture the customers mobile number at time of booking in the repair. This is very easy for them to do when they explain the reasons to the customer.

The Results

Dawsons' customers are happier and better informed. According to Fletcher, "repairs can be quite a negative subject but by having this level of service our customers are made to feel special."