# Accessible Customer Engagement Platforms James Frew Emphasizes Efficiency with Descartes' Platform By Kalin Ned | Published 2024-08-08 | Art & Design Source: Trend Hunter, https://www.trendhunter.com/trends/customer-engagement-platform References: [supplychaindive](https://www.supplychaindive.com/press-release/20240723-james-frew-increases-customer-appointment-completion-rates-with-descartes/)  Property services company [James Frew](https://www.trendhunter.com/trends/Electronic-Shelf-Edge-Labels) has implemented Descartes' customer engagement platform to improve access rates for service appointments. By using automated SMS notifications to remind customers of their appointments and provide [real-time tracking](https://www.trendhunter.com/trends/fedex-tracking), the company has seen significant improvements in appointment completion rates for both social and private housing. This has resulted in cost savings by reducing the need for repeat visits. James Frew's implementation of Descartes' customer engagement platform is a simple example of how technology can enhance customer service by providing better communication and convenience. The platform's ability to streamline operations and increase efficiency can also lead to faster and more reliable service, which is appealing to customers looking for dependable service providers. Gordon Mack, Head of Operations at James Frew, shared: "Prior to implementing Descartes, our completion rate for social housing jobs was approximately 75%, which is a direct consequence of technicians not being able to access properties. Since implementing Descartes, access rates for these customers have increased and, by removing manual intervention from the process of scheduling and rescheduling appointments, we’ve unlocked additional customer service and operational efficiency benefits.” Image Credit: James Frew ## Trend Insights (Trend Hunter) - Score: 1.5/10 - Popularity: 9% | Activity: 10% | Freshness: 27% - Audience gender: 50% men, 50% women - Primary generations: Millennial, Gen X - Top markets: Europe ## Categories [Trend Hunter](https://www.trendhunter.com/trends) > [Art & Design](https://www.trendhunter.com/artdesign) > [Home](https://www.trendhunter.com/home) ## Key Themes ### Key Themes Behind This Trend - **Automated Appointment Scheduling:** Automated appointment scheduling systems can drastically reduce the need for manual intervention, enhancing operational efficiency. - **Real-time Service Tracking:** Implementing real-time tracking for services offers increased transparency and reliability, which can significantly improve customer satisfaction. - **Sms-based Customer Engagement:** Using SMS notifications for customer engagements ensures timely communication, which leads to higher appointment completion rates. ### Where This Applies - **Property Services:** Property services companies benefit from improved access rates and customer satisfaction through efficient appointment management. - **Telecommunications:** Telecommunication services can be revolutionized by adopting SMS-based engagement platforms to enhance customer interaction. - **Field Service Management:** Field service management can achieve higher efficiency and cost savings through automated scheduling and real-time tracking technologies. ## Related on Trend Hunter - [Beauty Platform Communications](https://www.trendhunter.com/trends/beauty-platform-communications-fresha-is-enhancing-customer-engagement-thro.md) - [Digital Customer Engagement Platforms](https://www.trendhunter.com/trends/plastribution.md) - [Cloud-Based Delivery Platforms](https://www.trendhunter.com/trends/dispatchtrack.md) - [Artificial Decision Intelligence Softwares](https://www.trendhunter.com/trends/artificial-decision-intelligence.md) - [Customer Engagement Suites](https://www.trendhunter.com/trends/customer-engagement-suite.md) - [Efficient Field Visit Planning](https://www.trendhunter.com/trends/routesched.md) - [Enhanced Automotive Service Experiences](https://www.trendhunter.com/trends/automotive-service-experience.md) - [Customer Initiative Solutions](https://www.trendhunter.com/trends/t-mobile-customer-initiative.md) - [AI Frontline Workforces](https://www.trendhunter.com/trends/Avoca.md)