Driving Business Growth Through Improved Communication
Renewal by Andersen of Greater Charlotte’s Journey with Marlimar.
Company: Renewal by Andersen (RBA GC)
Industry: Window & Door Replacement
Scope: High-volume customer communication
Overview
Renowned for its commitment to delivering exceptional customer experiences, Renewal by Andersen (RBA) continuously seeks innovative ways to improve how it connects with homeowners.
This drive for improvement led the team at RBA of Greater Charlotte (RBA GC) — one of RBA’s hundreds of affiliates across the US — to re-evaluate their communication strategies, particularly customer outreach and appointment confirmations.
Recognizing the limitations of their existing system and the growing preference for mobile communication, RBA GC began searching for a more flexible and effective solution. Their goal was to find a partner who could help streamline processes and deepen customer engagement — ultimately leading them to Marlimar.
Challenges
Renewal by Andersen of Greater Charlotte was committed to delivering superior customer service, but their communication tools were creating operational hurdles and limiting effective customer engagement.
Teams were spending too much time on low-impact tasks, detracting from their core mission of delivering an excellent customer experience.
Their primary challenges included:
Inefficient Communication Methods
RBA GC relied heavily on phone calls to confirm appointments
Required an average of 2–3 calls per appointment
Generated thousands of unproductive calls and voicemails
An Inflexible Communications Provider
Previous solution was clunky and lacked responsive support
Operated under a “set it and forget it” model
Limited ability to customize workflows or solve specific challenges
High Effort, Low Engagement
Phone-based communication yielded low engagement
Critical information did not always reach customers on time
Created frustration for both customers and internal teams
Operational Bottlenecks
No scalable system to manage communications efficiently
Teams were burdened with repetitive manual tasks
Reduced time available for high-value customer interactions
Why RBA Chose Marlimar
RBA GC wasn’t looking for just another tool — they needed a true partner invested in their success.
After evaluating multiple options, they chose Marlimar for three key reasons:
A Partnership Approach
Previous vendor was largely hands-off
Marlimar provided active, hands-on support
Deep understanding of RBA GC’s challenges
Collaborative problem-solving approach
Unmatched Flexibility and Customization
Existing systems lacked API integration capabilities
Marlimar adapted to RBA’s constraints
Enabled custom workflows and data integrations
Simple but powerful system for scalable messaging
Competitive and Value-Driven Pricing
Pricing aligned with previous provider
Greater value without increased cost
Investment in both solution and partnership
Ultimately, RBA GC chose Marlimar for a flexible, customizable, and cost-effective solution — supported by a team committed to their success.
RBA GC's Use Case
Upon partnering with Marlimar, Renewal by Andersen of Greater Charlotte transformed its communication strategy from a labor-intensive process into a streamlined, effective system.
Today, over 50 employees across multiple departments use the platform daily to save time and improve customer interactions.
Key applications include:
Automated Appointment Confirmations
Confirm appointments via automated text messages
Reduced from multiple calls to a single interaction
Freed up hundreds of staff hours
Systematic Messaging Campaigns
Send updates to large customer groups simultaneously
Launch campaigns via spreadsheet
Ensure timely delivery of key information
Personalized Customer Connection
Include photo + short bio of assigned employee
Build trust before appointments
Improve customer confidence and experience
Time-Saving Quick Replies
Library of pre-written responses
Instant replies to common inquiries
More time for complex interactions
Marlimar’s flexible and easy-to-use tools not only solved RBA GC’s communication challenges, but also enabled more meaningful and efficient customer engagement.
Results
Partnering with Marlimar produced immediate and substantial results for Renewal by Andersen of Greater Charlotte, transforming their operational efficiency and enhancing customer engagement.
Key results:
34%
Appointment confirmations
700+
Appointments per month
1,500–2,000
Calls eliminated per month
34% Appointment Confirmation Rate via Text
Over one-third of appointments confirmed via text
Increased from 25% → rapid adoption
700+ appointments confirmed monthly
Elimination of 1,500–2,000 Phone Calls Per Month
Reduced thousands of manual calls
2–3 calls per appointment eliminated
~100 calls saved per day
Significant Gains in Operational Efficiency
Automated workflows reduced manual effort
Quick replies saved team hours
More focus on high-value interactions
Enhanced Customer Engagement and Satisfaction
Automated workflows reduced manual effort
Quick replies saved team hours
More focus on high-value interactions
Conclusions
Renewal by Andersen of Greater Charlotte’s partnership with Marlimar fundamentally transformed its approach to customer communication. Faced with inefficient processes and an inflexible texting provider, RBA GC needed a solution that was both powerful and backed by a true partner — and Marlimar delivered.
Through automation and hands-on support, RBA GC shifted from time-consuming phone calls to efficient text messaging. The results speak for themselves: 34% of appointments are now confirmed via text, and thousands of calls are eliminated each month, freeing up valuable team resources to focus on delivering an exceptional customer experience.
With Marlimar as its trusted communication partner, RBA GC is well positioned to continue strengthening customer relationships and setting a new standard for service in its industry.
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