Customer Story
Challenge: Reduce manual notification processes when orders are ready for pickup
Solution: Implement automated SMS notifications through Sinch Engage for NetSuite
Results: Less time spent on notifications, higher employee satisfaction, and a better customer experience
“We’ve reduced inbound and outbound phone calls for inquiries, and we’ve increased our customer service levels. It’s made a real difference in how we serve customers and in keeping our employees happy. It’s a win-win for everyone.”
For Appliance Parts Company (APC), keeping customers informed across 16 retail locations in five states was a growing challenge. With more than 400,000 products, tracking and communicating order status efficiently became increasingly complex.
“We needed a way to let our customers know when their orders arrived and were ready for pickup,” said Jim Swane, Senior Manager at APC. With customers ordering online, by phone, and in-store, the manual notification process just wasn’t cutting it.
APC staff had to check multiple systems, run reports, and rely on handwritten notes before calling customers one by one. This process led to several pain points:
“If a customer wasn’t available or our employees were tied up, we’d have to start the process all over again,” Jim said. “It wasn’t efficient, scalable, or particularly enjoyable for our team.”
APC partnered with Sinch to streamline the process by integrating automated SMS notifications into NetSuite. Now, as soon as an order is ready for pickup, the customer receives a text message.
“The messages are short and simple, which is perfect for SMS,” Jim said. “Once our team saw how much easier it made their jobs, they fully embraced keeping customer records accurate in NetSuite.”
Since implementing Sinch’s SMS solution, APC has seen major improvements:
“It’s made a real difference in how we serve customers and in keeping our employees happy,” Jim said. “This system has improved our efficiency and strengthened customer relationships. It’s a win-win for everyone.”
