42
Locations
2-3
Extra Sales Per Week With One Text
*At certain locations
Consistent Branding and Messaging
Faster Outreach
CottageCare is a residential house cleaning service dedicated to providing customized and tailored cleaning experiences for its customers. The company, which is based in Littleton, Co., has 42 locations across the U.S.
The multi-location business utilizes Textedly in its daily communications with customers to enhance operational efficiency, boost client satisfaction, and maintain consistent brand messaging.
Textedly caught up with Sarah Cowles, CottageCare’s Director of Communications & Branding, to understand more about how the company is using Textedly and how our SMS platform is driving impactful results.
CottageCare started looking for a texting solution for several reasons, Cowles explained. The first — and most important — was the ability to save time communicating with existing customers and leads.
“Time saving is the big reason. Just being able to spread outreach a lot faster, a lot more effectively,” Cowles said. “It’s about efficiency with us, always.”
The other core reason was that CottageCare discovered, through research and conversations with customers, that many people prefer to receive text message updates over phone calls. Statistics from Pew Research support these conversations, as 97% of adults text weekly and 79% of customers want to receive text communications from businesses.
“In our society, most people are utilizing texts,” Cowles said.
When evaluating texting platforms, Textedly was recommended by another vendor CottageCare was using. Cowles explained that ultimately, the decision to use Textedly was made by the leadership team, which evaluates software based on many factors, including the relationship built during the inquiry process.
CottageCare uses Textedly to send promotional messages to encourage bookings and appointment reminders to keep clients informed.
CottageCare uses Textedly’s MMS feature to send out catchy, on-brand images to customers and leads. Cowles herself is tasked with creating the monthly SMS content calendar for the 42 locations so they know what messages to send to customers.
Whether it’s a text alerting clients about a new appointment opening, a funny image about pet hair, or reminding customers about seasonal cleanings, CottageCare encourages clients to book a service using Textedly.
“Through a text message that took maybe 30 seconds to create, we’re now billing a sale,” Cowles said.
In addition to MMS, the organization utilizes Textedly’s Keywords feature to create targeted contact lists. Each CottageCare location has its own Textedly account and two core keywords: one for regular customers and another for occasional customers. This helps keep the messaging highly tailored.
CottageCare also uses Textedly’s SMS Templates feature to quickly send cleaning reminders to customers. The organization utilizes two core templates to save time: one for morning cleanings and another for afternoon cleanings. CottageCare utilizes the Mass Texting feature to send a text message to inform clients when their home cleaner is scheduled to arrive.
“Templates make everything a little bit quicker for us,” Cowles said.
In addition to templates, CottageCare uses Textedly’s Metrics Dashboard to track outgoing messages and ensure each location is utilizing the platform.
1. More sales
CottageCare has achieved sales success with its SMS content, with some managers reporting that the text outreach has resulted in two to three additional sales per week.
“That’s a win. That is a hole in your schedule that is now filled,” Cowles said. “We believe currently that it is well worth the investment that we put into Textedly and the time that it saves.”
2. Quick and efficient outreach
Cowles said one of the best outcomes of using Textedly is the time it saves the team and its customers. While she didn’t have specific statistics on time saved, she emphasized that being able to reach hundreds of customers or potential customers in seconds is invaluable. Additionally, many customers lack the time to speak on the phone and prefer to receive a text message reminder.
“With the amount of customers that we have across the board, the text outreach with Textedly is quick, efficient, and easy. The platform is really user-friendly … and you can touch hundreds of customers or potential customers in seconds,” Cowles said.
3. Consistent messaging
Since CottageCare has over 40 locations across the U.S., consistency was lacking when it came to sending out content before adopting Textedly. The managers at each location would choose their own images and write their own content. With Textedly, the organization can send the same, on-brand images and messages to customers across locations.
“Now we can have this more structured way that we push messages out that creates consistency for the brand, for our company. We’re sending out more content and more quality content and images with [Textedly,]” Cowles said.
CottageCare’s mission is to bring personalized cleaning services to its customers, which is aided by Textedly’s SMS platform. Textedly enables the brand to operate more efficiently and communicate with customers across its 42 locations. This time-saving and scalable outreach gives the team more time to focus on understanding each unique customer’s preferences and, as Cowles emphasized, truly building relationships with their clients and their pets.
