Prestige Granite & Marble - Automated Customer Communications System

The Problem

Prestige Granite & Marble is the leading quartz and granite worktop supplier in the North West and North Wales, with a reputation built on high-quality fabrication, fitting, and aftercare.

But behind the scenes, their customer communication process was becoming a serious operational bottleneck.

Every day, one member of staff was manually sending text messages to customers one by one. These messages covered key stages of the order journey, including confirmations, fitting dates, progress updates, and completion notifications.

The process worked, but it did not scale.

It relied heavily on one person, consumed a full working day, and created unnecessary risk. A missed message, an incorrect update, or a delayed notification could affect the customer experience and put pressure on the team. For a premium business with a strong reputation, the communication experience needed to match the quality of the service being delivered.

Prestige did not need to change the way their business operated. They needed a smarter system that worked around their existing process.

What We Built

NPK Media designed and developed a bespoke customer communications system that integrates directly with Prestige’s existing Moraware workflow management software.

The system monitors changes in order status and automatically triggers the right customer communication at the right time. As an order moves through confirmation, templating, fabrication, fitting, and completion, the customer receives a clear, professional update via SMS and email.

Each message can be customised through a dedicated dashboard, giving the Prestige team full control over the wording, tone, timing, and content of their communications without needing to edit code or rely on a developer.

The dashboard also gives the team complete visibility over customer communications. Message logs and analytics show what was sent, when it was sent, and who received it, creating a clear record throughout the full order journey.

This was not an off-the-shelf automation tool forced into the business. It was a bespoke system built around how Prestige already worked.

What the system does

The customer communications system:

• Connects directly with Moraware
• Detects changes in order status
• Sends automated SMS and email updates
• Allows message templates to be edited through a dashboard
• Gives the team visibility over message history and delivery
• Reduces reliance on manual admin
• Helps ensure customers receive timely, accurate updates

The Outcome

The impact was immediate.

The staff member who had previously been responsible for manual messaging was freed from a repetitive full-time task, allowing their time to be used more productively elsewhere in the business.

Customer communication also became more consistent. Every customer now receives timely, professional updates at each key stage of their order, helping to reduce uncertainty and reinforce Prestige’s premium positioning.

The system also reduced the risk of human error. Customers are no longer missed because someone is busy, unavailable, or dealing with other priorities. Messages are triggered by the workflow itself, meaning communication is tied directly to what is actually happening in the order process.

For Prestige, this created a more reliable and scalable communication infrastructure. As the business continues to grow, customer updates no longer require more manual admin or additional headcount. The system supports the operation instead of slowing it down.

Why it mattered

Manual admin does not just waste time. It creates bottlenecks, inconsistency, missed opportunities, and avoidable pressure on staff.

For a business like Prestige Quartz, communication is part of the customer experience. Customers are not only judging the quality of the finished worktop; they are judging how informed, reassured, and looked after they feel throughout the process.

By automating key customer updates, Prestige improved both operational efficiency and the customer experience.

Built around the business, not the other way around

This project is a clear example of what bespoke software can do when it is designed around how a business actually operates.

We did not ask Prestige to change their workflow. We built a system that plugged into it, strengthened it, and removed a major operational bottleneck.

The result was a practical, scalable tool that saves time, improves communication, reduces errors, and supports growth.