Case Study: Dawsons Music Store achieves faster repair collections and happier customers with Clickatell's SMS (SMTP) solution

Keeping customers up to date on the status of their repairs

Dawsons Music, a music supplies retailer, needed a better way to keep customers informed about the status of repaired items to encourage timely collections and reduce inbound phone calls. The existing process left customers uncertain and staff handling many status queries.

Dawsons integrated Clickatell’s SMTP (email-to-SMS) service with their intranet so customers receive SMS confirmations for bookings and notifications when repairs are ready, including a store-specific Repair ID and a prompt to call before collection. The result: fewer calls, smoother collections and happier customers who now view the repair process more positively.

Dawsons Music Store