Case Study: Leading Medical Equipment Manufacturing Company achieves rapid, reliable SMS alerts to Field Service Engineers to minimise downtime with Sinch MessageMedia

Comms improved for leading medical equipment manufacturer

Leading Medical Equipment Manufacturing Company, one of the world’s largest medical equipment manufacturers, needed a reliable way to alert nearly 2,000 Field Service Engineers from a centralized Customer Care Solutions Centre to meet strict SLAs and protect patient care. After a proprietary SMS solution proved unreliable and complex, the company turned to Sinch MessageMedia’s enterprise-grade SMS platform to integrate with existing service systems and ensure fast, dependable delivery of patient‑critical messages.

Sinch MessageMedia implemented a redundant, high-volume SMS gateway and seamless integration into the client’s workflow, delivering real-time delivery reports, daily custom reports and platform enhancements that eliminated manual tasks and improved message deliverability. As a result, hundreds of thousands of texts sent annually across the Americas are now delivered quickly and reliably to FSEs, reducing downtime, helping the company meet SLAs and safeguarding patient outcomes.