Customer Story
Roth Living automates scheduling and boosts satisfaction
With Sinch Engage, Roth Living delivers real-time SMS updates that improve communication, save time, and keep customer satisfaction at 98%.
Customer Story
Challenge: Customer scheduling relied on email, which wasn’t fast or reliable.
Solution: Roth Living used Sinch Engage to send SMS updates and service reminders directly to customers.
Results: Faster scheduling, real-time communication, and a 98% customer satisfaction score.
“It’s opening up a communication path between us and the customers. Customer satisfaction score stands at an impressive 98%.“
Roth Living is a luxury kitchen retailer and distributor specializing in high-end appliance brands. Known for exceptional customer service, the company wanted to modernize its communications to keep pace with growing customer expectations.
The challenge was clear: email alone wasn’t an efficient way to update customers about scheduling and service appointments. Messages were delayed, overlooked, or simply too slow for urgent notifications.
“We didn’t have a way, other than email, to reach out to the customer and let them know when our tech was on the way or when service had been scheduled. Communication is key and email isn’t an efficient and effective means, specifically for more urgent notifications,” said John McClelland, Manager of Information Systems at Roth Living.
To solve the challenge, Roth Living implemented Sinch Engage. With SMS, the team could automate scheduling reminders, send real-time service alerts, and keep customers informed instantly.
“The platform worked natively within NetSuite and gave us the ability to communicate more effectively with our customers,” McClelland explained.
By embedding SMS directly into existing workflows, the team reduced manual effort while ensuring timely communication.
The results were measurable. SMS opened up a direct communication channel between Roth Living and its customers, making scheduling smoother and service updates more reliable.
With Sinch Engage, Roth Living has transformed its customer communication from reactive to proactive—delivering a premium service experience that matches its premium products.
