Case Study: Pierce Flooring and Design achieves a 90% contact rate and slashes no-shows with Podium's Messaging Platform

93-year-old Pierce Flooring & Design takes a youthful approach to appointment reminders

Pierce Flooring & Design, a 93‑year‑old family‑owned flooring retailer with seven locations in Billings, Montana, struggled to reach customers by phone and experienced frequent no‑shows. With under a 50% success rate on calls and 30–40 lost appointments per month, they turned to Podium and implemented Podium’s Messaging Platform to confirm installations, schedule services, track work, and send payment reminders.

Using Podium’s Messaging Platform, Pierce Flooring & Design boosted contact rates to above 90%, reduced missed appointments from 30–40 per month to about one per month, and saved managers and schedulers significant time previously spent on phone outreach. Podium’s texting solution also improved responsiveness—especially among younger customers—streamlined scheduling and payments, and enhanced the company’s professional image.

Pierce Flooring and Design

Steve Denny

Vice President Director of Operations