Case Study: Port Networks achieves 50% faster support resolution with Sinch MessageMedia

Port Network’s NetSuite SMS integration cuts customer support queue time by 50%

Port Networks, a Baltimore-based ISP focused on local, contract-free customer service, needed a way to bring SMS into their NetSuite-centered operations because many customers preferred texting to phone or email. After finding that their VOIP provider’s SMS option was costly and clumsy, Port Networks sought a native NetSuite SMS integration that would display conversation history and be easy to install and maintain—enter Sinch MessageMedia.

Sinch MessageMedia delivered a NetSuite SMS bundle and onboarding that put two-way texting and batch notifications directly inside Port Networks’ CRM. The result: support queues and resolution times were cut by 50%, proactive SMS alerts save reps 2–10 hours per incident, and field scheduling via SMS reduced cost-per-visit by about 30%, while improving customer satisfaction and enabling new use cases like billing reminders and post-install surveys.

Port Networks

Hugh Bethell

Founder