Terminix turns outbound messaging into a $7M revenue channel.
Generated in 9 months
Reduced appointment evaluation time
Messaging replaces manual call workflows
Terminix needed a faster way to respond to inbound leads and schedule appointments, especially during periods of high demand. Call-based workflows created delays and required significant manual effort, slowing down how quickly teams could follow up with customers.
Field technicians also needed better ways to coordinate with customers in real time, but existing processes made that difficult.
Quiq enabled Terminix to introduce outbound SMS messaging into its customer engagement workflow. Teams can now start conversations, coordinate appointments, and follow up with customers directly through messaging.
Outbound messaging also supports cross-sell opportunities by reaching customers with the right message at the right point in the service lifecycle.
Terminix shifted key workflows from phone calls to messaging, allowing teams to reach customers faster and more consistently. Messaging now handles appointment scheduling, field coordination, and cross-sell interactions, contributing to increased cross-sell revenue, faster appointment assessments, and fewer outbound calls.
The Challenge
Responding to inbound leads and scheduling appointments required multiple phone calls, creating delays during periods of high demand. Teams needed a faster way to connect with customers and confirm service details.
Field technicians also lacked efficient tools for real-time communication, making it harder to coordinate schedules and keep customers informed. These limitations affected how quickly services could be delivered and how consistently customers were engaged.
How Quiq was deployed
Quiq introduced outbound SMS messaging to support customer communication across the service lifecycle.
The system enables:
- Outbound messaging to respond to leads and schedule appointments
- Real-time communication between technicians and customers
- Messaging-based coordination for service updates
- Integration with CRM systems to manage customer interactions
How the experience works
Customers receive messages from Terminix to confirm appointments, coordinate service timing, and receive updates.
Teams can initiate conversations directly, reducing the need for back-and-forth phone calls. Customers respond at their convenience, allowing conversations to continue without requiring immediate availability on both sides.
How teams use it
Customer service teams use messaging to manage inbound leads and schedule appointments more efficiently.
Field technicians communicate with customers through messaging to coordinate arrival times and service details.
Teams also use messaging to identify and act on cross-sell opportunities during customer interactions.
What changed after launch
Customer communication shifted from call-based workflows to messaging-based interactions.
- Teams initiate conversations through SMS instead of outbound calls
- Appointment coordination happens through messaging
- Technicians communicate with customers in real time
- Messaging is used to support cross-sell interactions
Results/ROI
Terminix improved both revenue generation and operational efficiency:
- $7M in cross-sell revenue generated in 9 months
- Appointment assessment time reduced by half a day
- Outbound call costs reduced through messaging
- Messaging supports coordination across customer interactions
