The Problem

Prestige Granite & Marble is a £10 million-a-year business and the North West and North Wales' largest quartz and granite worktop supplier. Their fabrication, fitting, and aftercare are exceptional --- but the way they were communicating with customers throughout the order journey didn't reflect that. One member of staff was spending their entire working day manually text messaging customers individually: order confirmations, fitting dates, status updates, completion notifications. Every single message, typed out by hand. It was unsustainable, error-prone, and consuming a full-time role that could have been spent on higher-value work.

What We Built

We built a bespoke customer communications system that integrates directly with Prestige's existing Moraware workflow management software. The system automatically detects changes in order status --- from initial confirmation through to templating, fabrication, fitting, and completion --- and triggers customised SMS and email notifications to the customer at each stage. Every message is fully customisable through a dedicated dashboard, giving Prestige complete control over the tone, timing, and content of their communications without touching a line of code. The dashboard also includes comprehensive analytics and message logs, so the team has full visibility over what's been sent, when, and to whom.

The Outcome

The impact was immediate. The staff member who had been tied to manual messaging was freed up entirely, and the consistency of customer communication improved overnight. Every customer now receives timely, professional updates at every stage of their order --- a level of service that reinforces Prestige's premium positioning and builds the kind of trust that drives referrals. The system eliminated human error from the process, ensured no customer was ever missed or sent outdated information, and gave Prestige a communication infrastructure that scales with their growth rather than requiring additional headcount.

This project is a clear example of what bespoke software can do when it's built around how a business actually operates. We didn't ask Prestige to change their workflow --- we built a system that plugged into it and made it significantly more efficient.