Case Study: Johnstone Supply achieves faster order processing and higher customer satisfaction with Text Request

How Text Request helps Johnstone Supply do both across multiple branches

Johnstone Supply, a Chattanooga-based HVACR parts distributor with about 70 employees, needed a better way for inside sales to manage orders while helping in-store customers. Reps were putting customers on hold to check quotes and were texting from personal numbers, creating friction across multiple branches. They selected Text Request’s hosted multi-line texting platform to provide a professional, centralized messaging solution.

Text Request allowed Johnstone Supply to host multiple lines under one account, keep permanent message records, accept photos of model/serial numbers, and generate CSV usage reports. Branches now average 100–150 texts per week, orders move faster with arrival/pickup reminders and quick photo-based confirmations, and customer satisfaction—particularly during COVID-19 curbside/dropoff implementations—has measurably improved thanks to faster responses and better dispute documentation.

Johnstone Supply

Bryan Cupp

Vice President of Operations