Customer Story
AMSR recognizes $2 million in recovered revenue after adding SMS
Overview
Challenge: AMSR was seeing fewer opportunities to connect with prospects and customers, especially among people with hearing-related difficulties and younger audiences who preferred not to answer phone calls.
Solution: Sinch Engage integrated with NetSuite so the sales team could text customers they could not reach by phone and manage communications with better visibility.
Results: Higher customer engagement, cleaner lead data and about $2 million in recovered revenue from sales that began through SMS conversations.
“With this valuable addition to our sales process, we’ve added two million dollars in revenue, which is a significant increase, from customers who otherwise, we might not have gotten in contact with just from calling alone.“
Some of AMSR’s most valuable sales opportunities were not being lost because of poor products or weak demand. They were being lost because the business could not reliably reach people through the channels it had traditionally used.
As one of North America’s most experienced oxygen concentrator retailers, AMSR serves a customer base with very different communication preferences. Its data showed two key groups were especially hard to reach: older customers with hearing-related challenges that made phone conversations difficult, and younger prospects who preferred not to answer calls at all. With phone outreach falling short and many emails going ignored, the team needed a more effective way to start and maintain sales conversations.
AMSR believed SMS could help close that gap. After evaluating options, the company chose Sinch Engage (formerly MessageMedia), in part because of its integration with NetSuite and its reputation for support. Following a short implementation, the sales team began texting prospects and customers they had been unable to reach by phone.
Reaching customers other channels missed
Adding SMS gave AMSR a new way to connect with people who might otherwise never have responded. For customers with hearing difficulties, texting made communication clearer and more accessible. For others, it offered a more comfortable way to reply on their own time without needing to take a call.
The impact was immediate. AMSR reported a 21% response rate across roughly 17,000 outbound text messages — opening conversations with customers the team may not have reached through calling alone. Those conversations led to overwhelmingly positive customer feedback and gave the sales team a stronger channel for meaningful engagement.
Turning conversations into revenue
The biggest result was commercial. AMSR says SMS has generated about $2 million in recovered revenue by helping the team close sales that began in a text message exchange. For the business, SMS was not just an added convenience — it became a meaningful contributor to revenue recovery.
The NetSuite integration also improved visibility across communications. AMSR could see customer-related SMS and email interactions in a single inbox, giving teams better insight into activity and follow-up needs. SMS also helped clean up lead data: when people replied with messages like “wrong person” or “bought elsewhere,” the team could stop wasting effort on poor-fit contacts and focus on stronger opportunities.
For AMSR, the value of SMS extended beyond response rates alone. It helped the company reconnect with missed opportunities, improve the sales process and create a communication channel that worked better for both customers and employees. With strong early results, the business is now exploring additional use cases, including marketing campaigns, lead re-engagement and shipping confirmations.
