How Window Pains Transformed Their Customer Experience with Fintrano

Based in Milton Keynes, Window Pains is a family-run window installation business that has been serving the local community for more than 13 years. Founded by Director Andy, the company has built a strong reputation for quality workmanship and trusted service. With a team of four skilled fitters and installers, and Keely-Ann managing the office, Window Pains is known for combining craftsmanship with care.

The challenge

As the business grew, managing customer communication and scheduling became increasingly time-consuming. For Keely-Ann, who handles all the admin and customer service, the challenge was keeping every appointment organised, every customer informed, and every job running smoothly. She explained:

“I’m the only administrator, so I needed something that would make my workload lighter and improve our customer experience at the same time.”

Like many small, high-quality local trades, Window Pains wanted the kind of seamless customer communication that big national companies offer, without losing their personal touch.

The solution

When Director Andy first heard about Fintrano, he saw its potential straight away and was one of the first to try it. By the time Keely-Ann joined the business, Fintrano had already become part of their daily workflow.

“It was described to me as something that would change my life. And honestly, it has. When we set it up, it was all done online and took less than an hour. It’s so easy and intuitive, really self-explanatory. Everything’s where you’d expect it to be.”

Fintrano was designed to make complex things simple. For Keely-Ann, that meant she could start using it confidently right away and rely on it every day since.

Day-to-Day Impact

Fintrano now runs quietly in the background of Window Pains’ operations, automating what used to be hours of manual admin:

·       Appointment confirmations and reminders are sent automatically, removing the need for manual emails or follow-ups.

·       Live location tracking with engineer profiles and photos gives customers confidence about who’s arriving and when.

·       Real-time updates let both the office and customers see progress, preventing confusion or missed appointments.

“It’s completely streamlined our customer journey,” says Keely-Ann. “From the moment I book a job to when the installer marks it complete, everything flows. Customers are reminded ahead of time, they can track our team, and if they need to reschedule, they can do that easily.”

The Results

The improvements have been significant, both for customers and the business.

“Our no-shows and last-minute cancellations have dropped dramatically,” she explains. “People lead busy lives, so those reminders make a big difference. And when plans do change, customers can just click to reschedule or send us a message.”

The live tracking feature has been particularly popular.

“Customers love being able to see where their installer is and when they’ll arrive. It saves them from waiting around and saves me from chasing updates. It builds trust.”

It’s not just customers who benefit. Keely-Ann now has complete visibility from her desk.

“I get notifications when a team member is on their way or finishes a job. So if a customer calls asking for an update, I can instantly see where everyone is and give them a clear answer. It’s invaluable.”

By automating admin and improving communication, Fintrano has freed up Keely-Ann’s time to focus on customer care and growing the business.

“It’s made us more efficient, more professional, and it gives customers confidence in who we are,” she says. “I wouldn’t want to be without it. It’s an invaluable part of our business.”

Looking Ahead

As one of Fintrano’s earliest adopters, Window Pains helped shape features that make the system ideal for small, high-trust local businesses. Today, the partnership continues to thrive.

“Fintrano has transformed how we work and how our customers experience our service. It just makes everything smoother.”