Lancaster Plumbing, Heating, Cooling, & Electrical
Lancaster Plumbing, Heating, Cooling & Electrical finds the sweet spot with marketing ROI.
THE BACKSTORY
Lancaster Plumbing, Heating, Cooling & Electrical, a family-owned company, has served their customers since 1904! They set themselves apart from the competition with their focus on 5-star customer service by sending out technicians who are on time, clean, courteous, and knowledgeable. Trained in all the latest industry advancements and technologies, Lancaster Plumbing, Heating, Cooling, & Electrical provides their customers with quality plumbing, heating, air conditioning, drain cleaning, and electrical services.
THE OPPORTUNITY
Lancaster Plumbing, Heating, Cooling, & Electrical was looking to grow their business with their current team while maintaining their 5-star customer experience. Understanding the importance of convenience in today's world, they wanted to leverage technology to offer their customers a variety of ways to communicate with them whenever they want, wherever they may be. Alongside their phone call, text, and email outreach, they sought a scheduling solution to increase their booking conversions with more efficiency. That's where Schedule Engine came in.
THE STRATEGY
Lancaster Plumbing, Heating, Cooling, & Electrical hit the ground running with Schedule Engine's Online Scheduling tool and promoted it through their robust marketing efforts and customer communications. From TV commercials to SMS blasts, they've gone the extra mile to let their loyal customer base know about their new and easy way to book online--anywhere and anytime.
"Starting March 2021, we introduced QR codes on our monthly postcard mailings to schedule service online. Both online bookings and revenue jumped 2.5X compared to previous months!" Jenna Kaufman, the Marketing Manager of Lancaster Plumbing, Heating, Cooling, & Electrical, shared in an interview.
THE RESULTS
In just two months, Lancaster Plumbing, Heating, Cooling, & Electrical doubled their overall bookings. With the introduction of booking via the Online Scheduler and Live Chat, the demand on their call center decreased, their customers saw a reduction in hold times, and the entire customer experience became more efficient and effective for everyone involved.
60
Schedule Engine bookings in one month after their QR code direct mail marketing campaign
2.5X
increase in Schedule Engine bookings over two months after implementing marketing recommendations
70
appointments booked through the Live Chat in three months
HEAR IT FROM THE SOURCE
We wanted to offer customers multiple ways to communicate with us. Schedule Engine closed that gap for us so customers can book online themselves, and we don't have to be staffed 24/7. They added that convenience factor.
JENNA KAUFMAN
Marketing Manager
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