The Numbers Don’t Lie
Let’s compare the two main digital communication channels:
| Metric | SMS |
| Open rate | 98% | 20% |
| Response rate | 45% | 6% |
| Read within 3 minutes | 90% | 17% |
For time-sensitive garage communications, SMS wins every time.
When SMS Works Best
Appointment Reminders
Your customer has an MOT booked for tomorrow. Do you want that reminder:
- Sitting in an email inbox they check twice a day?
- Or on their phone screen within seconds?
Job Status Updates
“Your car is ready for collection” needs to be seen immediately. SMS ensures it is.
MOT Reminders
When someone’s MOT is expiring, a text message cuts through the noise of promotional emails.
Urgent Communications
Discovered an issue during inspection? A quick text gets faster approval than an email that might not be seen for hours.
SMS Best Practices for Garages
1. Keep It Short and Clear
You have 160 characters. Use them wisely:
Good: “Hi John, your Ford Focus is ready for collection. Open until 6pm today. Questions? Call 01onal234 567890”
Bad: Long, rambling messages that get cut off or require multiple texts
2. Personalise Every Message
Use customer names and vehicle details:
- “Hi Sarah, your BMW 3 Series service is complete”
- Not “Your vehicle is ready”
3. Include Clear Actions
Tell customers what to do next:
- “Reply YES to confirm”
- “Call us on…”
- “Book online at…”
4. Time Your Messages Right
- Appointment reminders: 24-48 hours before, plus morning-of
- MOT reminders: 4-6 weeks before expiry
- Collection notifications: As soon as the car is ready
- Avoid: Early mornings, late evenings, Sundays
5. Make Replies Easy
Two-way SMS lets customers respond directly:
- “Reply 1 to confirm, 2 to reschedule”
- “Reply with your preferred time”
Common SMS Use Cases
Pre-Appointment
- Booking confirmation
- Reminder 24 hours before
- Reminder morning of appointment
- Any preparation instructions
During Service
- Vehicle received confirmation
- Updates on additional work needed
- Approval requests for extra work
- Estimated completion time
Post-Service
- Ready for collection notification
- Follow-up satisfaction check
- Next service reminder
- MOT reminder
The Cost Question
Many garage management systems charge per SMS—often 5-10p each. This adds up quickly:
- 100 appointment reminders = £5-10
- 50 MOT reminders = £2.50-5
- 30 job updates = £1.50-3
- Monthly cost: £50-100+ just for SMS
This is why SeSar includes unlimited SMS in your subscription. Send as many messages as you need without watching the meter.
Getting Started
- Collect mobile numbers: Make sure you’re capturing mobile numbers at booking
- Set up templates: Create standard messages for common scenarios
- Automate where possible: Let software send routine messages automatically
- Monitor responses: Track open rates and customer replies
The Bottom Line
SMS isn’t just better than email—it’s essential for modern garage communication. With 98% of messages being read, you can be confident your customers are getting your communications.
Ready to transform your customer communication? SeSar includes unlimited SMS as standard, so you can communicate freely without worrying about costs.
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