Customer Story
A faster way to reach field engineers when downtime is not an option
Overview
Challenge: The company needed a more reliable way to reach nearly 2,000 field service engineers with urgent service-related messages after its in-house SMS solution proved unreliable and overly complex.
Solution: Sinch Engage integrated with the company’s existing customer service response systems to deliver enterprise-grade SMS, real-time delivery reporting and scalable support for critical service communications.
Results: Faster, more reliable service communications, less manual work for customer care staff and a more dependable way to minimise equipment downtime for customers.
“Our partnership with Sinch Engage (formerly MessageMedia) is essential to helping us maintain the dependability and trust that our business requires. Since [they] took the time to listen to us and understand our business, they have been proactive in creating custom reports and delivering value-added services that have optimized our systems. The dedication of the Sinch Engage team in maintaining our business continuity is what sets it apart from other vendors.“
For this global medical equipment manufacturer, SMS is not a convenience channel. It is part of how the business keeps critical healthcare equipment running when service issues arise. When systems are down, the stakes are high — not just for operations, but for the clinicians and patients relying on them.
One of the largest medical equipment manufacturers in the world, the company provides diagnostic, imaging and monitoring solutions used to help clinicians diagnose, treat and manage disease. To support those customers, it operates a centralised Customer Care Solutions Centre responsible for resolving incidents remotely or dispatching one of nearly 2,000 field service engineers to respond on site.
The business had already tested different ways of reaching engineers about urgent service issues and eventually settled on SMS. But its original in-house texting solution quickly proved too unreliable and too complex for a workflow this critical. The company needed a stronger platform that could integrate into its existing customer service response systems and deliver patient-critical messages quickly and dependably.
Reaching field engineers faster when every minute counts
To support that need, the company integrated Sinch Engage (formerly MessageMedia) into its existing workflow. The platform gave the Customer Care Centre a more reliable way to alert field service engineers to urgent service incidents, helping reduce downtime and disruption for customers.
This was not a small-scale use case. The company sends hundreds of thousands of text messages annually to engineers across North and South America, so scalability mattered just as much as speed. Sinch Engage provided the enterprise-grade infrastructure needed to handle those volumes while giving call centre representatives a faster, more dependable way to reach the right people. Real-time delivery reporting also helped confirm that messages were getting to the intended engineers at the right time.
From DIY complexity to dependable business continuity
The value of the shift was not just technical. Through close collaboration with Customer Care Centre staff, Sinch Engage was tailored to better support the company’s workflow, including platform improvements designed to improve deliverability and remove manual work for staff. Daily custom reports also gave management more visibility and peace of mind, allowing the team to stay focused on serving customers.
