SoftCleans works across Istanbul on home, office, upholstery-carpet and post-construction cleaning; how did it bring daily booking traffic and field team schedules into one system?
SoftCleans Cleaning Services Inc. (A.Ş.) offers home cleaning, office cleaning, upholstery-carpet-mattress washing and post-construction cleaning in every district of Istanbul. It works with an operations model that assigns the team nearest to the booked address; it serves individual and corporate customers with a satisfaction-guaranteed approach.
In cleaning services, customers decide fast: someone asking about price often talks to several companies the same day and signs with the first one to give a clear answer. For an operation the size of SoftCleans, this created three challenges:
Inquiry traffic. Price and availability questions from WhatsApp, Instagram and the website pile up during the day; replies could be delayed during operating hours. Team scheduling. Which team is at which address on which day was kept in phone calls and message chains. Customer continuity. Regular communication with satisfied customers who had periodic cleaning potential was not happening, so one-off jobs stayed one-off.
Inquiries from all channels are collected in a single inbox with a source tag. Outside business hours, the chatbot takes over: it asks for the service type, district and square footage and creates a pre-registration; in the morning the team starts the day with a ready inquiry. Service and price questions get replies in seconds with ready-made response templates based on the price lists in the catalog.
Every approved job turns into a task card with date, address and team. The day's schedule appears on the board broken down by district and team; changes are updated from one place, and the field team sees the same information.
A thank-you and review message is sent after each service with a template. Customers who have not had a service for a certain period are segmented by last contact date; seasonal campaigns (spring cleaning, for example) are sent to this segment in bulk with Meta-approved WhatsApp templates — the duplicate-send guard keeps the same person from being contacted twice.
After-hours requests no longer sit unanswered until morning; the chatbot captures the initial details.
Replies to price questions are now standardized with ready-made templates.
The daily team schedule moved from message threads to the task board.
Past customers are re-engaged systematically through seasonal campaigns.
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