Industry first text service from Martindales

Martindales' in-house team has created a text messaging system which reminds customers of surveyor or repair appointments the day before work is due to be carried out.

And within days of its introduction it has proven its worth by reminding a customer who had forgotten about a Martindales visit to replace a damaged window.

"This is an industry first for customer care, and something that is more often offered by top-end consumer brands," said Phil Martindale, founder and Managing Director of Martindales.

"Such is technology these days that something as commonplace as a text message should ideally go un-noticed other than to do the basic job of reminding a customer of an appointment - but that's the whole point," said Phil Martindale.

"A business or a customer that has gone through the difficulty or trauma of a break-in needs a seamless, trouble-free solution - and our text messaging service ensures no-nonsense top quality communication, and is already saving time and money for everybody involved in the repair process".

"Within days of launch the system reminded one customer of a repair appointment- which he had forgotten.

While it may be considered that simply re-arranging the appointment is the way through it, there is still a cost involved.

"We are also in something of a distress business, so cancelled or forgotten appointments can easily be filled by other urgent repair or replacement jobs".

The system was developed by the Martindales' IT team.

Specially created and programmed software notes and monitors every diary entry for the company's surveyors and fitters - and automatically sends a text to customers on the afternoon before the appointment, providing the appointment is confirmed before 3pm.

The system was in development for several months, but took only three days to be tested and glitches to be ironed out before it went into service.

Data protection issues are addressed at the time of initial customer contact: Martindales' customer service team members cannot book an appointment or text reminder until they have confirmed with the customer that they agree to provide their mobile phone number for the purposes of the appointment confirmation text.

Martindales was formed in 1986 by Phil Martindale.

The company provides repairs and replacement windows, frames, doors and glass involved in claims to the UK's leading insurance companies, as well as insulated glass and frames to the building trade.

Martindales Head Office is based in Bolton and provides full nationwide coverage across Britain.

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