Seiko UK, the UK arm of watch-maker Seiko, is using SMS technology provided by Kapow! to improve communications with customers who have put a watch or clock in for repair.
Previously, when Seiko carried out a repair or service on a watch or clock, the item was posted back to the customer, but they were not told that this had happened. Now, using Kapow!s SMS database and gateway, customers are automatically notified via SMS that their watch or clock is on its way back to them. As well as improving customer service, the text alerts are relieving the burden on Seikos call centre from customers chasing up their repairs.
“SMS is still not being used enough as a business tool says Kapow!! Technical Director Andrew Cowles. Companies like Seiko are breaking the mould though, and its use of SMS will pleasantly surprise customers when they receive something as simple as a SMS letting them know exactly what is going on.