For some businesses, SMS is the whole customer relationship.
Jerry,* SMS coordinator for a national medical equipment supplier, says, “Our entire subscriber relationship runs through this channel, and we send every single day.”
There was a problem with their SMS solution, however.
The problem: too much time managing the platform
According to Jerry: “We were working with a setup that could not keep up with where we were heading. The constraints were around volume and stability, we would push traffic up and something would give, either throughput or delivery consistency.”
Jerry adds, “A lot of our time went into managing around the platform rather than actually running campaigns, and that is not a sustainable place to be when you send daily.”
With how much the company relies on SMS, a disruption in the platform means “lost contact with an audience we spent a long time building.”
“...the ability to run [SMS] at volume without babysitting it is what makes the whole model work.”
So they needed an SMS provider that checked 3 vital criteria:
- Volume capacity that held up under real load
- Delivery reliability
- Support responsiveness
The solution: a platform that lets you scale
They decided to try Mobile Text Alerts.
The result was… “We have scaled our monthly volume up significantly since moving over and the platform has absorbed every increase without issue, which is the most meaningful result for us.”
Not only that, but “sending has become considerably more consistent, and the internal time spent chasing delivery problems has dropped substantially.”
Jerry says, “Our campaign planning has moved from reactive to genuinely scheduled, and that shift has been felt across the team.”
The differentiator: support that actually delivers
But the biggest difference has actually been the support Jerry and his team have received from the Mobile Text Alerts team.
There have been clear answers and consistent communication.
Jerry says, “When something needs escalating it gets escalated. When the answer is no, we are told it is no rather than left waiting.”
Jerry calls this level of responsiveness “genuinely rare.”
Even more than that, the willingness of the Mobile Text Alerts team to build around the company’s feedback has “changed how we think about the relationship,” according to Jerry.
Jerry’s team would raise feedback, assuming their requests were long shots that would be politely received but never acted on. “Instead [support] went to the engineering team and came back with working features.”
(In Jerry’s case, the company’s feedback resulted in a more robust link tracking feature.)
Jerry says, “Knowing that what we flag can actually turn into something we use is a different kind of partnership than we are used to.”
When it comes down to it: “The platform handles our scale, and the people behind it have proven reliable across a long stretch. . . . Anyone can look good on a quiet month, we have had a full picture of how this team operates and it has held up.”
They get the support they need when they need it, and their feedback makes a real difference. “On both counts this has been the best experience we have had.”
Book a call with sales today to see if Mobile Text Alerts might be the right solution for you.
*We changed the representative’s name for privacy. At the customer’s request, we do not name the company.