Case Study: Fred's Appliance achieves 95% appointment confirmation response rate and 50% fewer outbound calls with Textline

Repair company provides field service with the aid of texting

Fred’s Appliance is a Northeast Ohio appliance repair company focused on field service and superior customer experience. Facing high volumes of repetitive outbound calls to referrals and uncertainty that customers were receiving emails, they needed a less intrusive, more reliable communication channel. To solve this they turned to Textline, using business texting with the Freshdesk integration, automations, scheduled messages, shortcuts and Zapier to streamline outreach and confirmations.

Textline enabled Fred’s Appliance to shift routine touches to text, making them more responsive and confident that messages are received. The results: a 95% response rate to appointment confirmation reminders via texting versus 40% by email, and a 50% reduction in overall outbound call volume. By integrating Textline with Freshdesk and Zapier, the team spends fewer minutes on the phone, focuses calls on complex issues, and now recommends Textline widely in their industry trainings.

Fred’s Appliance

Adam Butcher

Fred’s Appliance