Techblog
APP FEATURE: Fotohub improves customer service with TalariaX's SMS solution
About FotoHub.com
FotoHub.com Pte Ltd, a digital imaging and photo-printing service provider in Singapore, has over 10 retail stores and an online printing portal. The first such provider to be awarded ISO 9001 in 2003, FotoHub is committed to providing high quality photo prints and other lifestyle photo products such as calendars, coffee table albums and large prints.
The Challenge: to provide a distinct level of customer service in a highly competitive retail landscape while keeping business costs low
Being in a retail landscape where competition is fierce and customers can be fickle, FotoHub understands it needs to continually delight the customer and win their loyalty. Even something as minute as reminding them to pick up their photos once they are ready for collection, is a carefully thought-out process when it comes to providing excellent customer service. FotoHub knows that customers enjoy the non-intrusive way of receiving SMS reminders and not be bothered by phone calls or missed calls during working hours.
Using SMS reminders has the added advantage of freeing up staff resources. Instead of spending time to make phone call, staff time is better utilized to provide customer service in the retail shops. As customers come to collect their prints earlier, cash-flow is improved. FotoHub also sees the value of using SMS to send marketing messages to their customers who have signed up as members.
"Sending SMS reminders to customers to pick up their prints has raised our service standards by a notch. Customers like this non-intrusive way of being reminded. By using sendQuick's SMS solution. it frees up our front-line staff for other areas which translates to lower total costs."
Mr. Eric Tan
CEO, FotoHub.com
FotoHub chose to go with an SMS solution from TalariaX for a number of reasons:
1. The solution was affordable, easy to set up and use and required minimal manpower for maintenance.
2. sendQuick has a self service portal that allows FotoHub to send SMS any time.
3. Improved business processes meant reducing manual workflows, freeing up resources for other purposes.
4. FotoHub could provide better customer service, as customers were kept more up to date.
5. The reduction in inventories when customers collected their goods translated to a reduction in storage costs which was expensive as a retail shop. Cash flow is also improved as a result.
The Results: Improved customer-service at low total cost of ownership
After the deployment of solution, staff who in the past had to spend time calling customers could now perform better customer service in the shop front. Customers are happy to receive reminders via the non-intrusive SMS service. Overall efficiency is enhanced as staff members need not spend time to
repeatedly call customers if they are unreachable. The investment in the sendQuick solution has resulted in a quick ROI with immediate improvement in customer-service and higher work efficiency.
"We have a number of SMEs that utilize SMS not only to maintain customer relationships but also to streamline their business workflow processes to operate more efficiently as an organization. The benefits are numerous and includes reducing usage of resources like manpower, quicker response time to clients and improved cash flow. It is affordable and easy for small businesses to tap into the potential of mobile messaging. "
Wong Jeat Shyan
CEO, TalariaX Pte Ltd
TalariaX's sendQuick cloud-based SMS solution is now available on Singtel's myBusiness. For a limited time only, you can enjoy 100 free SMSes for every 500 purchased. To take advantage of this promotion, simply sign up for sendQuick on myBusiness here.
To learn more about TalariaX and the various SMS solutions available, visit http://www.talariax.com.