How we are using technology to upgrade your customer service experience
At Window Pains MK, we’ve been proudly serving Milton Keynes and the surrounding areas for more than 13 years. As a family-run business, quality workmanship and personal service have always been at the heart of what we do.
As we’ve grown, with four skilled installers out on the road and our office run by Keely-Ann, we’ve worked hard to make sure our customer experience keeps pace with our standards on site.
Over the last couple of years, we’ve introduced a system called Fintrano to help us do exactly that and it’s made a real difference to both our team and our customers.
The challenge: Staying personal as we grow
Like many local trades, we pride ourselves on being approachable and reliable. But as our diary filled up and jobs increased, keeping everyone informed became more time-consuming.
As the only administrator in the office, Keely-Ann was handling bookings, confirmations, updates, reminders and customer queries, often all at once.
We wanted to:
- Reduce no-shows and last-minute cancellations
- Keep customers better informed about arrival times
- Avoid missed calls and unnecessary chasing
- Maintain our personal touch while becoming more efficient
In short, we wanted the smooth communication you might expect from a large national company, without losing who we are.
What we changed
We introduced Fintrano into our daily workflow, and the setup was quick and straightforward. Within less than an hour, we were up and running.
It’s intuitive and easy to use, which meant we could start benefiting from it straight away.
Now, from the moment we book your appointment to the moment the job is marked complete, everything flows more smoothly.
You now receive confirmations and reminders automatically. This helps reduce missed appointments and gives you the chance to reschedule easily if your plans change.
We know life is busy; those reminders make a real difference.
The impact on our business
The improvements have been significant.
- No-shows, and last-minute cancellations have dropped dramatically.
- Customers feel more informed and confident.
- Our admin time has reduced considerably.
Most importantly, it allows us to focus on what really matters: delivering high-quality installations and excellent customer care.
It’s helped us become more efficient and more professional, while still remaining the same friendly, local business we’ve always been.
Looking ahead
We’re always looking for ways to improve.
Introducing Fintrano has been one of the biggest operational improvements we’ve made in recent years. It’s helped us streamline the way we work and elevate the experience we provide.
At Window Pains MK, we believe good service isn’t just about fitting great windows. It’s about communication, reliability and trust.
And we’re committed to continuing to raise that standard.
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