ScS Saves $260K Annually with SMS.

$260K
Annual Savings
97.1%
Delivery Success Rate

ScS, one of the UK’s leading sofa specialists, has long been dedicated to helping customers create their perfect home with an extensive range of sofas and home furniture. With nearly 2,000 employees and over 100 retail stores across the United Kingdom, ScS prides itself on delivering exceptional customer service.

Problem

As a retailer with thousands of customers, ScS faced a significant challenge with their delivery and communication processes. With approximately 5,000 shipments weekly, the manual work of coordinating booking and tracking with each customer was both cumbersome and inefficient—leading to customer frustration and time-consuming, repetitive work for the ScS team.

Plus, disparate systems like ScS’s CRM and the CXone platform made it difficult to communicate efficiently. Without a way to integrate or automate the work between the two systems, communicating with customers was extremely manual, slowing down the whole process.

Solution

ScS turned to Textel by Capacity to scale their customer communications, reduce the burden on their teams, and work more efficiently overall.

Textel by Capacity offered a way to conveniently communicate with customers at scale: SMS text messages. To accomplish this and make it as efficient as possible, they did three things:

• A CXOne platform integration enabled the ScS team to automate data uploads and schedule SMS/MMS messages. Now, ScS is able to send timely updates and notifications about deliveries, without the errors often associated with manual entry.
• Scheduled message delivery allows the ScS team to schedule and phase the delivery of order confirmations, updates, and more. Now, customers get the information they need, when they need it, without putting extra work on the ScS team’s plate.
• The scalability of Textel by Capacity’s infrastructure means that ScS can easily handle 5,000 weekly deliveries or even twice that. As ScS expands its customer base and explores new markets, it can meet demand without compromising service quality.

Ultimately, by introducing Textel by Capacity, ScS is able to offer an optimized customer experience that sets them apart in a competitive market.

Results

ScS’s partnership with Textel by Capacity yielded outstanding results:

• $260K in annual savings from improving the delivery success rate from 96% to 97.1%
• Increased operational efficiency, which allows ScS to reallocate resources toward revenue-generating activities
• Enhanced reporting and visibility, which helps ScS analyze delivery success and improve them over time

With Textel by Capacity’s integration capabilities, convenient messaging, and scalability, ScS successfully automated and streamlined their delivery communication processes, overcoming a major pain point for the Customer Experience team at ScS—and significantly boosting customer satisfaction.

Industry

• Retail

Use Cases

• Order assistance
• Product deliveries
• CXone integration

Teams

• Customer support