May 9, 2023 How to Use Text Messages to Update Clients and Customers

High read rates and ease-of-use make text messages ideal for communication between manufacturers, clients and customers.

While the future of manufacturing may have more to do with computers communicating back and forth, the present still includes an incredible amount of person to person communication. Despite being an industry of automation, the manufacturing industry still operates with quick, real-time communication at the crux of its business. Yet often that communication isn’t happening in a way that is fast enough, nor efficient enough. Text messages can change that, if used to their full potential.

Of course, SMS (short message service), otherwise known as text messages, is nothing new, and many industries have been texting as a standard part of business for a decade. But their function within businesses is often quite limited. Specifically in the manufacturing and supply chain industries, there is much to be gained by changing that. Today we’ll explore the reasons why text messages make for the most efficient means of communication in most cases, and examples of when it makes sense to hit send within this industry.

Why text messages?

As opposed to emails, which hardly get read, and phone calls, which are often ignored, text messages offer reliable open rates. Previous OpenMarket research pointed to 83 percent of millennials opening SMS messages within 90 seconds of receipt, and many sources, including Gartner, have pointed to read rates of 90 percent or above overall. 

In addition to impressive read and open rates, text messages are also relatively affordable and easy to send. Texting software providers offer ways to send text messages in bulk or individually, through an app on your own phone or software on your computer, and with the option of using a dedicated phone number or pool of numbers so you don’t have to use your personal number for business messaging.

Keeping messages compliant

Unlike the texting you do with friends, business texting comes with more specific rules. Recipients must opt-in to business messages (except for 2-factor authentication), and must be able to easily opt-out, for example. Additionally, even though bulk sends are allowed, it’s best to personalize those and all messages to reduce the risk of having your message blocked. Avoiding link shorteners that remove the URL of your website, adding personalization like the company or recipient’s name and keeping messages concise all increase the chances of having the message reach its recipient without being blocked.

Texting within the manufacturing and supply chain industries

One common complaint within the manufacturing and supply chain industries is that people don’t know where things stand at any given time. For example, a customer might not know an order is late, or a manufacturer might not know when they’ll receive more product. Many of these missing pieces of information could be filled in with a robust texting campaign used to keep everyone in the know. 

Identifying the right people within organizations to manage or send text messages is important. This tool can be used by executives and other decision makers, but it could also be used by machine operators, drivers and partners. It doesn’t take much time to write and send a text message, and doing so may actually save time for someone down the supply chain line.

It would be impossible to list each and every way manufacturers and those working within the supply chain can utilize text messages in their business, but here are some ideas.

• Letting customers know about order updates including shipping notification
• Informing employees about staffing changes
• Alerting partners to delayed or early shipments
• Allowing truck drivers to ask questions about drop-off protocols
• Verifying order details such as product type, quantity and delivery addresses
• Sending payment reminders
• Notifying warehouse employees about potential hazards and crises like inclement weather or mechanical issues
• Letting customers know about restocked items

Text messages offer quick, effective communication that can streamline manufacturing and supply chain operations and make employees and partners feel better prepared to do their jobs. By utilizing text messages more often throughout all processes, work becomes more efficient and mistakes are avoided, once again saving valuable time.

Tom Sheahan is the CEO of Red Oxygen, a leading business SMS solutions provider that is headquartered in San Francisco with offices in Australia, Canada and the United Kingdom. Red Oxygen provides texting services to manufacturing companies and other businesses across the globe. Learn more about Red Oxygen at https://redoxygen.com/.

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