Thermo King customers can be difficult to reach by phone call or email when they’re on the road—which is a lot of the time. Lezli Cobos, Administrator, and Justin Luce, Service Writer at Thermo King Central California recognized a need to contact customer in a more convenient way. So, together they spearheaded the implementation of Notify, a text messaging tool that integrates with their DIS management system, across their dealership.
We chatted with Lezli and Justin about how they’re leveraging text messaging to create a better customer experience at their dealership.
Lezli Cobos: “Allowing us to use text messaging through DIS has helped a lot with customers getting in here in time. Picking up the trailer and not leaving here for weeks or even months at that.”
What impact has Notify had on how your team operates?
Justin Luce: “It’s helping streamline things a little better, especially with Blue Track. We needed that two-way communication between us and the customer about checking estimates and work order complete statuses, so it’s helped open a line of dialogue.
It definitely helps streamline employee communication and get things a little bit more organized. With the way Notify is going, we have great hope and potential for what’s coming down the line.”
Is Notify helping you close jobs faster?
Justin Luce: “I would say yeah, because customers are coming in a little bit quicker now than before, when they couldn’t take a phone call or read an email. So yes, I would say they are.”
Lezli Cobos: “I do agree that it has gotten better with people arriving and picking up their units. We did have a problem where it would get pretty full back there, so it has helped a lot.”
What are some of your favorite features of Notify?
Lezli Cobos: “I like the feature where it shows you that the customer receives a notification. Or if it’s a landline, then it will notify you that the person was unable to receive the text.
For me it, allows me to call them or email them just to make sure I can get the message across.”
Justin Luce: “The customers are always asking; can you text us like a copy of the receipts? Or can you email? So with being able to send them the invoice through Quantum has helped with that request.”
How do you see Notify helping your team moving forward?
Justin Luce: “Streamlining and making things more efficient. Making things more organized so that while we’re helping one customer, we can help three more online.”
Why is now a good time to implement a text messaging solution?
Justin Luce: “It just seems that’s the way the world is right now. Everything’s progressing in that way. So, you either keep up the times or you get left behind.”
