Case Study: COIT Cleaning & Restoration achieves 97% messaging response rate and 4-minute average response time with Reputation.com

COIT Cleaning and Restoration Using Technology to Cut Through the Clutter

COIT Cleaning and Restoration, a San Francisco–based company with more than 70 years of experience, needed to strengthen its online presence and modernize customer communications after problems with a previous reputation platform that didn’t surface reviews on Google or Yelp and relied heavily on phone calls. In August 2020 COIT partnered with Reputation to address those gaps and better reach customers through digital channels.

Reputation implemented its platform—primarily the Messaging and Inbox products—to enable SMS outreach and multi-channel customer contact; COIT sent ~19,000 promo texts and received 14,000 responses, generating 88 sales opportunities and about $26,000 in revenue. After three months with Reputation COIT achieved a 97% messaging response rate and a 4‑minute average response time, while also accelerating review growth on major sites and planning further SMS confirmations for technicians.

COIT

Sara Arlia

Vice President of Marketing