Case Study: Johnstone Supply improves order management and customer service with Text Request

People love texting us what they need, so they can skip out on coming into the store

Johnstone Supply, a distributor, needed a better way for its inside sales team to manage customer orders without relying on personal phones. Reps wanted to text customers while serving in-store visitors, but they needed a professional platform that could handle multiple lines and keep a permanent message record. Vendor Text Request provided the two-way texting capability, including MMS and reporting, to solve that challenge.

With Text Request, Johnstone Supply’s branches could text orders, send photos of model and serial numbers, and use message records to confirm details and resolve disputes. The vendor’s reporting tools also helped track usage across branches, which averaged about 100 to 150 texts per week. As a result, order turnaround became faster, customer satisfaction improved significantly, and the company could send pickup and arrival reminders with ease.

Johnstone Supply

Bryan Cupp

Vice President of Operations