{"id":152912,"date":"2025-03-03T09:00:00","date_gmt":"2025-03-03T09:00:00","guid":{"rendered":"https:\/\/sinch.com\/?post_type=customer-stories&#038;p=152912"},"modified":"2025-06-16T05:16:49","modified_gmt":"2025-06-16T05:16:49","slug":"rta-store","status":"publish","type":"customer-stories","link":"https:\/\/sinch.com\/customer-stories\/rta-store\/","title":{"rendered":"How The RTA Store improves the customer experience and closes deals with SMS"},"content":{"rendered":"\n<p>With its wide range of ready-to-assemble (RTA) and pre-assembled cabinetry options, <a href=\"https:\/\/www.thertastore.com\/?utm_source=messagemedia&amp;utm_medium=link&amp;utm_campaign=customer-story\" target=\"_blank\" rel=\"noreferrer noopener\">The RTA Store<\/a> is a go-to destination for homeowners and contractors.&nbsp;&nbsp;<\/p>\n\n\n\n<p>But Michela Bracich, RTA Store\u2019s Marketing Operations and Zoho CRM Manager, says that buying cabinetry can involve a complex customer journey.&nbsp;<\/p>\n\n\n\n<p>\u201cAt the end of the day, cabinetry has to be purchased one by one,\u201d Michela said, \u201cand we want to make sure that we\u2019re handholding the entire time, making sure that we get you the correct products in your hand.\u201d&nbsp;<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Managing the surge in home renovation communications&nbsp;<\/h2>\n\n\n\n<p>Every home renovation starts with dozens of conversations. Warm walnut or classic white cabinets? Brushed nickel or matte black pulls? What&#8217;s the best layout to bring it all together?&nbsp;<\/p>\n\n\n\n<p>For The RTA Store, managing these conversations effectively means communicating with customers across multiple channels \u2014 email, phone, and text \u2014 based on their preferences. This system worked well until the COVID-19 pandemic hit.&nbsp;<\/p>\n\n\n\n<p>\u201cThere was a huge increase in home improvement,\u201d Michela said. \u201cWe had noticed that a lot of our customers would say they never received anything from us.\u201d&nbsp;<\/p>\n\n\n\n<p>The RTA Store needed a more robust solution to handle the surge in customer volume, so they implemented Zoho CRM. Soon, though, they realized that their existing SMS platform couldn&#8217;t keep pace with their growing needs.&nbsp;<\/p>\n\n\n\n<p>\u201cWe wanted it to be a little more modern. We wanted to have more control of how many messages we can send. There was a limit with the system before we did the transition,\u201d Michela said.&nbsp;<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Building a seamless messaging experience with Zoho and Sinch&nbsp;<\/h2>\n\n\n\n<p>After evaluating several options, The RTA Store chose Sinch&#8217;s SMS services and integrated them directly with Zoho CRM. This integration allowed them to automate many of their customer touchpoints throughout the entire purchase journey.&nbsp;<\/p>\n\n\n\n<p>\u201cIt definitely is more modern and more improved because we are able to use so much automation,\u201d Michela said. \u201cIt&#8217;s like a well-oiled machine.\u201d&nbsp;<\/p>\n\n\n\n<p>The integration allows The RTA Store to send automated messages at key points in the customer journey:&nbsp;<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Initial lead follow-up\u00a0<\/li>\n<\/ul>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Design feedback requests\u00a0<\/li>\n<\/ul>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Pricing and cart reminders\u00a0<\/li>\n<\/ul>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Shipping and tracking updates\u00a0<\/li>\n<\/ul>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Post-purchase check-ins\u00a0<\/li>\n<\/ul>\n\n\n\n<p>\u201cWe do a lot of lead automation text messages and deal messages,\u201d Michela said. \u201cHalf the time, we don&#8217;t even have to touch the SMS unless it&#8217;s a reply.\u201d&nbsp;<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Re-engaging customers who have gone silent&nbsp;<\/h2>\n\n\n\n<p>One of the key benefits The RTA Store has seen is the ability to re-engage customers who might not respond to other communication channels.&nbsp;<\/p>\n\n\n\n<p>\u201cPeople get way too busy to answer the phone or an email. We see that we do get replies much quicker via SMS,\u201d Michela said. \u201cText is a great way for us to reach out and just get an update.\u201d&nbsp;<\/p>\n\n\n\n<p>Michela noticed that customers often feel more comfortable providing honest feedback via text about pricing and design preferences. This helps RTA Store qualify and convert more leads in less time.&nbsp;<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Building stronger customer relationships through timely communication&nbsp;<\/h2>\n\n\n\n<p>The shift to Sinch&#8217;s SMS platform has empowered The RTA Store to scale their personalized communication. They sent over 68,000 texts with 7,000 replies in 2024 alone. For Michela, these interactions represent thousands of opportunities to keep customers engaged throughout their buying journey.&nbsp;<\/p>\n\n\n\n<p>\u201cPeople get way too busy to answer the phone or an email,\u201d Michela said. \u201cWe see that we get replies much quicker via SMS. And because Sinch integrates with Zoho, RTA can send customers the right message at the right time, no matter where they are in the buying process.\u201d&nbsp;<\/p>\n\n\n\n<p>For other retailers considering implementing SMS, Michela&#8217;s advice is clear: \u201cGo for it. It&#8217;s a great way to interact with your customers on a more personal level.\u201d&nbsp;<\/p>\n","protected":false},"author":18,"featured_media":152913,"menu_order":0,"template":"","meta":{"_acf_changed":false,"footnotes":""},"tags":[585],"customer_stories_industry":[114],"class_list":["post-152912","customer-stories","type-customer-stories","status-publish","has-post-thumbnail","hentry","tag-engage-tag","customer_stories_industry-retail"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v25.0 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>How The RTA Store Boosted Customer Engagement with SMS<\/title>\n<meta name=\"description\" content=\"The RTA Store sent 68,000 texts and received 7,000 replies using Sinch SMS. 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