How Murwillumbah Cycles has transformed their customer communications with Podium

The challenge

Murwillumbah Cycles, like many bike shops, started as a passion project. Where they differ from other bike shops is in their ambition, and their plans to grow. “In 10 years, Murwillumbah Cycles will be where we want to have it,” says Owner and Manager, Rachel Dorig. Because effective growth starts with improving your customer communication, their entrepreneurial spirit brought them to Podium. 

Podium’s role

Rachel identified three crucial communication needs to improve customer service: ensuring no customers fall through the cracks, using time efficiently, and keeping clear communication amongst the team. 

Through the Podium suite, each of these needs was met with an integrated solution. “Everything comes into one platform. You can text them back, you can see what your team is doing, you can see what is being missed – it’s fantastic,” says Rachel.

To start, Webchat ensures every customer enquiry is met with a response, and allows the team to quickly text answers back – eliminating the risk for any accidentally missed messages. But perhaps the most important customer interaction that Podium supports happens post-sale, with scheduled text messages reminding customers to return for routine bike maintenance.

The results

Through Podium and the convenience it provides for Murwillumbah Cycles’ customers, the business has:

• Consistently exceeded customer expectations, achieving an average Google rating of 5 since adopting Podium.
• Generated 51 inbound leads through Webchat, amounting to $18,000 in sales revenue in three months.
• Facilitated 340 SMS customer conversations, bringing 340 customers closer to the Murwillumbah Cycles business.

Remarkably for Murwillumbah Cycles, all this has been achieved within six months of using Podium. Rachel knows waiting for success can be hard in business. With Podium, however, waiting for success hasn’t been necessary. 

“People often start something new, and a couple months later they’ll think ‘oh, it doesn’t work for me’, and so they do something else. If they had worked on it a little longer, it would have worked for them. For us, we had instant results.”