Palace Property Management

CHARITY

RSPCA

At a Glance

Customer
RSPCA ACT
Industry
Charity
Background
RSPCA ACT has been a MessageMedia customer since 2006. Initially it used SMS for vet clinic appointment reminders but has since implemented new applications for SMS because the service was found to increase business efficiency.
The Challenge
To streamline communication with supporters, clients and staff and reduce communication costs.
The Solution
SMS is being used for dog training school and vet clinic confirmations and reminders as well as for internal (staff) communication.
The Outcome
For RSPCA ACT, SMS delivers many benefits including procedural efficiency and reduced phone use. Reduced phone use saves the business money and keeps phone lines open for clients, which improves customer service levels.

Background

RSPCA ACT enhances service levels with MessageMedia SMS

RSPCA ACT helps, protects and advocates for better welfare for animals in its local community, and recently celebrated 60 years of service. The organisation has a work force of about 300 people including voluntary, permanent and casual staff. Services include cat boarding, a dog and puppy training school and a fully equipped veterinary clinic.

The Challenge

Make staff and customer communication more streamlined and effective

RSPCA was looking for a way to make communication with supporters, clients and staff more streamlined and effective. Traditional contact methods included telephone calls and emails, which were used in an effort to reduce Vet clinic appointment ‘no-shows’, and ensure on-time appointment attendance. The RSCPA ACT was also looking to keep business costs under control.

THE JOURNEY

SMS helps RSPCA ACT keep in touch with clients more effectively

The partnership between the RSPCA ACT and MessageMedia began in 2006 when MessageMedia recommended the RSPCA ACT should implement an SMS solution that would allow them to send text messages to their clients via a web-based system. SMS would be used to complement traditional contact methods.

Sarah McIntosh, Customer Service Manager, RSPCA ACT said that SMS was a found to be reliable communication channel that delivered results. “Over the years we have found new ways to use the service and now send a range of messages to clients and staff via SMS,” she said.

THE SOLUTION

The MessageMedia WebSMS service allows RSPCA ACT to send and receive SMS messages straight from a web browser. There is no software to install, and nothing fancy to configure. It’s a simple and cost effective way to send SMS and features flexible delivery options, two-way messaging and comprehensive reporting.

Client communication includes:

  • Dog training school notifications such as location changes or schedule updates,
  • Veterinary clinic reminders including flea treatments or information about seasonal allergies, and
  • Veterinary clinic appointment confirmations.

The RSPCA ACT also uses emails and telephone calls to communicate with clients of the dog training school and veterinary clinic. “If we try to call a client and get voicemail, we will leave a message, and generally also send a follow up SMS,” said Sarah. “Often people can’t take a call, but they can read and reply to an SMS.”

Sarah said that they also use SMS for internal communications and find it especially useful for emergency evacuation procedures. “SMS is personal and immediate, in an emergency situation we can send a bulk message to all staff, such as an alert to evacuate to the assembly point or we can send specific messages to individuals if their assistance is required to evacuate animals. With MessageMedia webSMS it’s simple and easy.”

“We found that SMS increases our procedural efficiency and reduces telephone use. The reduced phone use saves us money and it also keeps phone lines open for clients contacting us which improves our ability to deliver better customer service levels.”

Sarah McIntosh
Customer Service Manager, RSPCA ACT

THE OUTCOME

SMS helps RSPCA ACT increase business efficiency and customer service

Sarah said there are a number of benefits the business enjoys with SMS. “Using the SMS system increases our business efficiency, for example, we really find the bulk messaging application useful, because it only takes a few minutes to get the same message out to a big group of people. It saves us so much time.”

The RSPCA ACT has also found that SMS is very effective for appointment confirmations. On average, over 80% of clients will respond to SMS reminders for veterinary and training school appointments (such as vaccination appointments).

“We find that SMS reminders greatly improve appointment attendance, and customers really appreciate the service. Funnily enough we have discovered that confirmation responses can be impacted by the day of the week. Phone calls can be better on the weekends (especially in the morning) and SMS works better on weekdays – we assume that’s because SMS is best when people are busy or winding down for the day,” said Sarah.

Over the past few years RSPCA ACT has added more and more applications for SMS. “We’ve introduced more SMS applications simply because we found that SMS increases our procedural efficiency and reduces telephone use. The reduced phone use saves us money and it also keeps phone lines open for clients contacting us which improves our ability to deliver better customer service levels.”

About MessageMedia

MessageMedia is Australia's largest business mobile messaging service provider, and a leading player globally with significant market share in the U.S., U.K. and New Zealand. Through its reliable and innovative IT solutions and award-winning customer service, MessageMedia helps businesses of all sizes deliver business efficiencies, improve customer engagement and increase revenue via the power of mobile messaging. MessageMedia provides a comprehensive range of mobile messaging solutions and consulting for businesses across almost every industry, including: alerts and notifications; appointment reminders; billing and payments; marketing; staff and rostering.

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