Service due reminders
Owners receive a reminder for each safety check or battery change, timed from the last recorded visit for that exact device.
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Customer Retention App for Mobility Equipment Service Companies
A customer retention app for mobility equipment service companies reminds owners of wheelchairs, scooters and lift chairs when a safety check or battery change is due, and makes it easy to ask for the next visit. SIZ Group builds these apps for both iPhone and Android phones, starting with a free scoping call before any design work.
01
Why an owner's loyalty to a mobility equipment provider lasts beyond the first repair
A power wheelchair or a stairlift is not a one-off purchase. It needs a yearly safety check, batteries that wear out on a predictable cycle and the occasional controller or brake adjustment. The owner who had a calm, well-explained visit is the one who calls the same company next time. The owner who waited three days for a callback often compares prices the moment the next fault appears.
A retention app keeps the provider present between faults. It reminds the household when a service is due, shares plain advice on charging and tire pressure, and makes it simple to book the next visit or add a second device. Those small touches matter because the person most affected often has limited energy, so the easier the next step, the more likely it is to happen.
02
The proof a marketing lead wants before approving the rollout
A marketing manager will want to see that the app brings owners back and that the messages are not annoying. We would define the first success measures together: how many households book a repeat service after a reminder, how many ask for a second device, and how many leave a review after a visit. The baseline should come from the company's own records before launch.
Before approval we would show real reminder schedules and sample messages built from the company's service history, so the team can judge the wording. The manager should see how a household turns messages off, which messages need explicit consent and how each message is logged. Text messages in the United States need clear consent for marketing, so we would confirm that rule with your advisers and build consent capture in from the start.
- Repeat bookings from households who received a reminder
- Requests for a second device or a replacement chair
- Reviews requested after a visit and reviews received
- Opt-outs by message type, to tune how often owners hear from you
03
The first release: the features worth building first
The first release should cover the reminders, the service history view, the repeat service request and a short library of care guides. Those four pieces give owners a reason to open the app and give the company a clear way to see which reminders work. They also fit inside a written scope that a small provider can approve without a long internal debate.
Referral tracking, a loyalty scheme and personalized offers can wait. Referrals from occupational therapists and care coordinators are valuable, but they need careful handling of who receives what and when. We would add those in a later phase once the reminder schedule is proven.
What you get
Key features
Care guide library
Short guides on charging, tire pressure and lubrication, reviewed by a qualified technician and written in plain language.
Repeat service requests
A household can book the next visit or request a second device in a few taps, and the request appears in the office queue with the device details attached.
Device history
Each chair, scooter or lift shows its past visits and parts in one place, so owners can see what has been done and when.
04
The information, content and access the company will need to provide
To build reminders the app needs a reliable service history: the device make and model, the serial number, the date of each visit and the work completed. Most providers hold that in a job system or a set of paper records, so the first task is to agree which source is the truth and how old records will be imported. Missing dates are the most common problem, and fixing them early saves a lot of debate later.
The company will also need to supply the care content, reviewed by a qualified technician, and the consent wording for marketing messages. We can help draft that copy, but the technical team should check every maintenance statement before it reaches an owner.
05
Mistakes we would steer mobility equipment service companies away from
The most damaging mistake is sending a service reminder to a household whose device was retired last month. Reminders must follow the actual service history, and a device marked as replaced or collected should stop generating messages straight away. We would test that rule with the real records before the first message goes out.
A second mistake is sending generic discounts to people who are managing a serious health condition. The tone should be practical and calm, and the offers should be about service and safety, not pressure. Finally, avoid turning the app into a second marketing channel that nobody staffs. If a reminder brings a reply, someone needs to answer it the same day.
Finally, do not launch to every household at once. Start with one device type or one region, watch the replies and opt-outs for a few weeks, and widen the list only when the wording and the timing feel right.
- Stop reminders as soon as a device is retired or collected
- Assign one person to answer replies on the same day
- Start with one device type or one region before widening
- Review every maintenance statement with a qualified technician
06
Rolling out the retention app so owners and staff actually use it
Staff are the first audience. Technicians and front-desk staff should know what each reminder says and how a repeat booking reaches the calendar. We would train the team with a few sample households before anyone sees a live message, and ask them to flag any wording that does not sound like the company.
For owners, the simplest route is an invitation at the end of each visit, with a short note explaining what the app does and how to switch messages off. Households who understand the reminders and feel in control of them tend to keep the app and call back when it matters.
How do we measure whether owners come back?+
Compare repeat bookings from households who received reminders against those who did not, over the same period. Track requests for second devices and reviews after visits. We agree the baseline from your own records during scoping, so the results are easy to judge.
Can the app send reminders to the family member who arranges the repairs?+
Yes. The owner can nominate a caregiver to receive reminders and make bookings. The company sets who may receive which messages, and the app keeps a record of each person who gave consent.
What if an owner's device is retired or collected?+
The record changes status, and reminders for that device stop immediately. We test this rule with your real records before launch, because a reminder for a device that is no longer there damages trust fast.
Do we need consent before sending text messages?+
In the United States, marketing text messages generally need clear consent, and the rules have details that matter. We build consent capture into the sign-up flow and recommend that your advisers confirm the wording before the first message is sent.
What does the free scoping call cover for the retention app?+
We review your service history, the reminder schedule you want, the messages you already send and the measures you care about. A proposal follows with scope and cost, and no build starts until you approve it.
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Let's make it happen
Keep owners returning for every service
Book a free scoping call and receive a written scope and price before any build begins.