A faster way to follow up: Positive Lending Solutions with SMS in Salesforce

In a high-volume support environment, small delays add up fast. For Positive Lending Solutions, even the few seconds it took staff to send a follow-up text after a call had a real impact on how much time frontline teams could spend helping clients. 

Positive Lending Solutions is an Australian finance broker focused on vehicle and asset finance, helping clients secure funding for purchases such as cars, boats, motorbikes, caravans and trucks. The business wanted an SMS provider that could integrate directly into Salesforce and make post-call follow-up quicker and easier for support staff. 

That made workflow fit just as important as message delivery. Staff were regularly sending text messages after support calls, so the goal was not simply to add SMS as another channel. It was to make follow-up messaging faster inside the system they were already using.

With Sinch Engage (formerly MessageMedia) integrated into Salesforce, Positive Lending Solutions could build automated SMS sends directly into its support workflows. That meant staff no longer had to work around disconnected systems or spend unnecessary time completing routine follow-up tasks after each call. 

The integration also improved the day-to-day experience for users. The business had already created around 400 templates in Salesforce before moving to Sinch Engage SMS, and the updated interface gave staff better navigation through multiple folders, making those templates easier to find and use. For a team handling frequent customer interactions, that kind of usability matters. 

The clearest improvement was speed. Positive Lending Solutions reduced follow-up SMS send time from 22 seconds to just 3 seconds, a 733% improvement. Spread across a typical day of around 100 phone calls, that gave a meaningful amount of time back to staff. 

That time saving matters because it changes where effort goes. Instead of spending as much time on repetitive follow-up tasks, staff could refocus more of their attention on clients and the conversations that actually need human support. For Positive Lending Solutions, the value of Sinch Engage was not just faster texting — it was a more efficient support workflow that helped the team stay focused on customer needs.

This is not a story about flashy campaign metrics or broad digital transformation. It is a much simpler operational win: faster SMS follow-up, better workflow integration and more time returned to frontline staff. That is exactly what made the change valuable.