{"id":43720,"date":"2021-06-23T04:54:00","date_gmt":"2021-06-23T04:54:00","guid":{"rendered":"https:\/\/onesaas.local\/case-studies\/sms-improves-critical-communications-in-manufacturing-for-global-business\/"},"modified":"2024-03-27T20:06:36","modified_gmt":"2024-03-27T20:06:36","slug":"sms-improves-critical-communications-in-manufacturing-for-global-business","status":"publish","type":"case-studies","link":"https:\/\/messagemedia.com\/nz\/case-studies\/sms-improves-critical-communications-in-manufacturing-for-global-business\/","title":{"rendered":"SMS improves critical communications in manufacturing for global business"},"content":{"rendered":"\n

One of the largest medical equipment manufacturers in the world focuses on delivering advanced products and solutions to help clinicians diagnose, treat and manage diseases.<\/p>\n\n\n\n

The company prides itself on combining clinical expertise with human insights to achieve better outcomes for millions of patients. To ensure that diagnostic, imaging and monitoring solutions are performing at full capacity, the company operates a centralised Customer Care Solutions Centre.<\/p>\n\n\n\n

The Customer Care Centre is responsible for resolving service incidents either remotely or by dispatching one of nearly 2,000 Field Service Engineers (FSEs) to expedite a prompt, effective resolution to the issue.<\/p>\n\n\n\n

Resolve service incidents faster with SMS<\/strong><\/h2>\n\n\n\n

In order to minimise service disruption \u2013 and meet strict service level agreements (SLAs) \u2013 the company relies on SMS text messaging to reach FSEs with urgent service-related communications.<\/p>\n\n\n\n

After experimenting with other modes of communicating with FSEs, the company finally settled on SMS text messaging. Initially, the company developed a proprietary, \u2018DIY\u2019 solution for its text messaging needs but quickly discovered that it was unreliable and overly complex.<\/p>\n\n\n\n

They needed a more powerful SMS platform that could be fully integrated into their existing customer service response systems and ensure the fast delivery of patient-critical messages.<\/p>\n\n\n\n

Seamless integration of enterprise-grade software<\/strong><\/h2>\n\n\n\n

MessageMedia met with key stakeholders of the Customer Care Centre to gain a deeper understanding of the critical nature of the services provided for their customers, as well as the company\u2019s business processes and proprietary and third-party systems. MessageMedia then oversaw the seamless integration of its enterprise-grade software into the client\u2019s existing workflow.<\/p>\n\n\n\n

RELATED:<\/strong> Learn why SMS customer support<\/a> cuts help queues by 50%.<\/p>\n\n\n\n

With hundreds of thousands of text messages issued to its FSEs across North and South America annually, the client needed a global enterprise-grade solution that would be highly scalable as well as dependable. The company selected MessageMedia as its SMS service provider primarily for its highly reliable infrastructure and industry-leading support.<\/p>\n\n\n\n

MessageMedia\u2019s SMS gateway is designed to provide full redundancy and handle high volumes of messages, ensuring that our client\u2019s call centre representatives can quickly and reliably reach FSEs via text. In addition, the real-time delivery reports available through MessageMedia\u2019s platform can be used to confirm that the right messages are delivered to the right people at the right time.<\/p>\n\n\n\r\n

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\r\n Keep production and supply running smoothly. <\/h2>\r\n\r\n

Ensure they get the message with SMS.<\/p>\r\n\r\n

\r\n Start now for free<\/a> <\/div>\r\n <\/div>\r\n <\/div>\r\n \r\n
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