Transforming Customer Engagement In Home Improvement Services

Bordner Home Improvement, a leading provider of home renovation and improvement services, is known for its commitment to high-quality workmanship and exceptional customer service. Specializing in roofing, siding, and windows, Bordner has earned a reputation as a trusted partner for homeowners looking to enhance their living spaces.

Despite their success, Bordner Home Improvement faced several challenges in managing customer communications. The team relied heavily on phone calls and forms, which led to slower response times and a less personal connection with their customers. To improve customer engagement, Bordner needed a more efficient, modern solution to keep pace with their fast-growing customer base.This case study explores how Bordner Home Improvement transformed its customer communication strategy by integrating Chekkit, a business texting platform, into its operations.

Inefficient Communication and Missed Opportunities:

• Bordner’s previous communication methods relied on phone calls and forms, slowing down the appointment booking process and limiting accessibility for modern homeowners.
• After heavy weather events, such as hail or windstorms, the ability to promptly reach out to affected homeowners was hindered by these outdated systems.
• Appointment setting was often delayed as customers preferred texting but were stuck with limited options like waiting for phone calls or dealing with forms.

Operational Delays:

• Admin and operations teams had to rely on returned phone calls and voicemails to coordinate home service projects, which created inefficiencies and delayed service delivery.
• The process of requesting Google reviews was slow and cumbersome, limiting the visibility of positive customer feedback.