Replace My Part achieves an 85% quote-to-sale conversion rate with MMS

For Replace My Part, speed is part of the product. When a customer has a broken plastic part in their hand, they do not want a long quoting process or a slow back-and-forth over email. They want to know quickly whether it can be replaced and how much it will cost. 

That was the friction Brad Jeffery wanted to remove. Replace My Part, a 3D printing business, needed a simpler way for prospective customers to send through part details and get a quote without delays. Email created too much back and forth, and any lag in response risked losing trust — or losing the sale altogether. The business wanted a channel that matched how customers were already behaving: on their phones, with the broken part right next to them. 

Sinch Engage (formerly MessageMedia) became that channel. Because it integrated with Zoho CRM and offered strong MMS functionality, Replace My Part could create a quoting workflow built around real-time SMS and MMS conversations rather than slower manual exchanges. Brad says the integration worked straight away, which meant the business could move quickly without building a custom solution from scratch.

The workflow is simple, which is part of why it works. Customers take a photo of the broken part next to a ruler and send it to Replace My Part’s dedicated business number, along with their name and postcode. That gives the team enough information to assess the request and respond fast. 

SMS and MMS are now central to how the business handles quotes. According to the case study, 60% of prospective customers text Replace My Part for a quote. Instead of waiting on email replies or playing phone tag, the team can manage conversations in one inbox and respond while on the go. 

The commercial impact is what makes this story stand out. Replace My Part says it can reply to customer enquiries with a quote within 30 seconds, and that within 30 minutes, 85% of those quotes become sales. Brad says that using SMS for quoting has significantly sped up the company’s sales pipeline. 

But the value is not only speed. The conversational nature of SMS also makes the interaction feel more human. Brad says customers like texting because it feels like they are dealing with a real person, even during a transactional step like requesting a quote. That combination of convenience and personal contact has helped the business turn a simple messaging channel into a high-performing sales tool.

Replace My Part has bigger plans beyond its current operation. The company is shifting toward a franchise model, and the same SMS-for-Zoho workflow is expected to help future franchisees respond to local customers and track quotes and conversations from one platform.