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Transforming Customer Engagement In Home Improvement Services

Bordner Home Improvement, a leading provider of home renovation and improvement services, is known for its commitment to high-quality workmanship and exceptional customer service. Specializing in roofing, siding, and windows, Bordner has earned a reputation as a trusted partner for homeowners looking to enhance their living spaces.

Despite their success, Bordner Home Improvement faced several challenges in managing customer communications. The team relied heavily on phone calls and forms, which led to slower response times and a less personal connection with their customers. To improve customer engagement, Bordner needed a more efficient, modern solution to keep pace with their fast-growing customer base.This case study explores how Bordner Home Improvement transformed its customer communication strategy by integrating Chekkit, a business texting platform, into its operations.

Challenge

Inefficient Communication and Missed Opportunities:

Bordner’s previous communication methods relied on phone calls and forms, slowing down the appointment booking process and limiting accessibility for modern homeowners.
After heavy weather events, such as hail or windstorms, the ability to promptly reach out to affected homeowners was hindered by these outdated systems.
Appointment setting was often delayed as customers preferred texting but were stuck with limited options like waiting for phone calls or dealing with forms.

Operational Delays:

Admin and operations teams had to rely on returned phone calls and voicemails to coordinate home service projects, which created inefficiencies and delayed service delivery.
The process of requesting Google reviews was slow and cumbersome, limiting the visibility of positive customer feedback.

Solution

Introducing Chekkit for Personal and Efficient Text-Based Communication: By integrating Chekkit, Bordner was able to implement a more modern, text-based communication system, allowing them to chat and text directly with customers, providing a personal touch. This change was pivotal in increasing appointment volumes and enhancing overall customer satisfaction.

‍Real-Time Customer Outreach After Weather Events: With Chekkit, Bordner could quickly send out texts to customers affected by heavy weather, allowing them to proactively reach homeowners in need of urgent services like roofing repairs. This resulted in faster response times and better service to those affected by storms.

‍Text-Based Appointment Setting: Chekkit allowed Bordner to schedule appointments via text, accommodating modern homeowners who preferred texting over phone calls or forms. This streamlined the appointment-setting process and significantly increased accessibility for their customers.

‍Boosting Customer Engagement and Sales through Text Blasts: Chekkit’s ability to send monthly text blasts to existing customers provided an easy way to share product education, service updates, and special promotions. This helped Bordner stay top of mind, leading to more appointments from their existing customer base.

‍Increased Google Reviews and Customer Feedback: The ease of requesting reviews through Chekkit’s text system significantly increased Bordner’s Google reviews—from 200 to 1200 in just three years. This positive feedback has helped bolster their online reputation, attracting new business and validating their commitment to quality service.

Result

Since adopting Chekkit, Bordner Home Improvement has seen remarkable improvements in both operational efficiency and customer engagement. The team now enjoys faster response times, streamlined communications, and a more personal connection with customers. Some key results include:

30% increase in appointment volume after adding Chekkit to their website, making it easier for customers to reach out via text.
Increased revenue due to monthly text blasts, which kept customers informed about new products, services, and sales.
Google reviews grew from 200 to 1200, thanks to the simplicity of Chekkit’s review request system, enhancing their online visibility and attracting new customers.
Faster coordination of home service projects due to more efficient communication through text, reducing the need for phone calls and voicemails.

Chekkit has played a vital role in transforming Bordner Home Improvement’s customer communication strategy. By adopting text-based communication, Bordner has improved customer satisfaction, increased appointment volumes, and enhanced operational efficiency, ultimately driving revenue growth and strengthening customer relationships.

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Transforming Customer Engagement In Home Improvement Services

About Company

Transforming Customer Engagement In Home Improvement Services

Challenge

Solution

Result

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