My Window Works

Volume #1

Boosting Efficiency and Customer Experience

My Window Works Case Study.

Company: My Window Works (MWW)

Industry: Window & Door Replacement

Scope: High-volume customer communication

Overview

In the home services industry, clear and timely communication is essential to delivering a strong customer experience.

My Window Works (MWW), a premier window installation and exterior remodeling company, partnered with Marlimar to streamline appointment confirmations, improve efficiency, and enhance customer convenience.

Challenges

Prior to implementing Marlimar, My Window Works faced a significant operational hurdle: the lack of a consolidated, efficient texting program.

The process of confirming appointments was manual and labor-intensive, consuming valuable time and resources from their confirmations department. This decentralized approach created inefficiencies and made it difficult to track confirmation rates effectively.

Key challenges included:

A heavy manual workload required to contact each customer

Limited team capacity due to time-consuming processes

Difficulty tracking confirmation rates across systems

Inefficiencies caused by a decentralized communication approach

Increased risk of communication gaps

As a result, the company needed a solution to automate this process,  reduce the burden on its staff, and improve the overall confirmation workflow.

Why MWW Chose Marlimar

The search for a solution led My Window Works to explore several options. While other platforms were considered, Marlimar distinguished itself through a combination of key features that directly addressed the company’s needs.

Key challenges included:

Powerful automation capabilities

Seamless integration with existing i360 software

Competitive pricing

The ability to automate text-based communications was the central requirement, and Marlimar’s capacity to deliver on this was a major draw.

The integration with i360 was equally critical, ensuring the system worked seamlessly with existing operational tools — preventing data silos and reducing manual work.

MWW's Use Case

My Window Works implemented Marlimar with a primary focus on automating its appointment confirmation process.
‍The system was configured to automatically send a text message to customers two days before their scheduled appointment, asking them to reply with “C” to confirm.

How it works:

Automated Message Sent

A text message is sent to customers two days before their scheduled appointment.

Customer Confirms

Customers reply with “C” to confirm their appointment.

System Integration

Upon receiving the confirmation, Marlimar communicates directly with the i360 platform.

Status Updated Automatically

Appointments are marked as “confirmed by Marlimar” without manual input.

Operational Impact

Eliminates the need for manual data entry
Enables clear tracking of automated vs manual confirmations
Creates a closed-loop confirmation system

Adopted Across Teams

Call center (appointment scheduling)
Sales team (rehash opportunities)
Service, warranty, and accounting teams

Results

Working with the Marlimar platform and team yielded immediate and substantial results for My Window Works.

Improved Confirmation Rates

The company’s primary goal — increasing its issue rate (percentage of appointments successfully confirmed) — was achieved and sustained after implementation.

Reduced Manual Workload

Automating the confirmation process significantly reduced manual workload, freeing up valuable time and resources for the confirmations team.

Enhanced Tracking & Visibility

Improved tracking capabilities enabled clear differentiation between automated and manual confirmations, providing valuable data to refine processes.

Greater Operational Efficiency

Increased efficiency allowed teams to focus on more complex, high-value tasks instead of repetitive, manual confirmation work.

Conclusions

Leveraging Marlimar’s software and service offerings, My Window Works successfully transformed its appointment confirmation process from a manual, labor-intensive task into a streamlined, automated workflow.
‍
The integration delivered on its promise to improve efficiency, enhance the customer experience through more convenient communication, and provide clear, trackable results.

The collaboration demonstrates how targeted mobile communication strategies can solve core business challenges — unlocking significant gains in productivity and operational performance.