Manildra Park

Customer:	Manildra Park
Services:	Web SMS
Website:	www.manildrapark.com.au

Manildra Park have implemented the Esendex Web SMS service to allow them to send daily diesel and biofuel pricing information to hundreds customers within minutes. Automating this business critical process through SMS has improved their customer service delivery which in turn has increased customer retention levels.

Manildra Park is an independent and Australian owned fuel company specialising in bulk diesel and biofuel products. Their customers include over 200 independent service stations, local councils, transport operators (road, rail and sea) and major mines.

To maximise customer retention and maintain regular orders for diesel and biofuel, their customers need to receive daily pricing information so they can place their orders for the following day. Prices fluctuate all the time so new prices are issued every day.

Before using SMS to issue their prices, the company would rely upon customers to call in to find out the prices each day, which required a Customer Service representative to field over 100 calls every morning, six days a week.

This approach had its limitations. As the company were relying on their customers to call in to obtain information, they were losing potential sales at the outset as customers may simply not call, or call too late to place their order. The customers also experienced delays in getting through to Customer Service as many other customers were also calling in at the same time.

The problems associated with this process led Manildra Park to look for an SMS service which would allow them to send the pricing information quickly to their customers, so they didn’t have to wait for them to call in. By automating this part of the process, staff would then be available to receive calls only and placing orders for their clients.

Manildra Park initially worked with another SMS provider for a short while, but they encountered significant problems with message delivery. Some customers didn’t receive the pricing information at all which meant the whole process failed. As service reliability was of paramount importance to them, they searched for another SMS provider who could offer a reliable, secure SMS service and after an initial trial, they went with Esendex.

The company now use the Esendex Web SMS service to send daily pricing information. The customer list is quickly uploaded from a spreadsheet into Web SMS, the message is typed then sent – within a matter of minutes. What was a 3.5 hour daily process has been cut down to a few minutes. A Spokesman for Manildra Park says:

“This simple change in the way in which we provide pricing information is saving us on average 24 hours a week of call time. We’ve improved this customer service process considerably. It’s saved us $33,000 per annum as we have automated a large part of the process which was previously manual.”

The SMS service has greatly improved their customer retention levels too as the service sets them aside from the competition and allows them to provide a better customer service experience.

Malindra Park are now looking at the possibility of using a two way SMS service so customers can text in their orders. Currently the orders are more complex than the message will allow but they are looking at ways to simplify the order information to make the whole process seamless.

Contact us Today

SMS is ideal for business critical operations and regular communications to groups – whether that be your staff, customers or other stakeholders. If you want to know more about how SMS could benefit your business, just give us a call on 1300-764-946 or email us on sales@esendex.com.au.