Case Study: Fortune 100 Retailer achieves faster device fixes and higher customer satisfaction with OpenMarket

How one of the biggest brands in the world solved a CX problem with SMS

Fortune 100 Retailer, a global leader in tablets and smartphones, was struggling with slow resolution times and frustrated customers when devices failed. To move beyond email and long call-center waits, they partnered with OpenMarket to explore two-way SMS as a faster, more convenient customer service channel using OpenMarket’s Mobile Engagement Platform.

OpenMarket implemented an SMS diagnostics workflow that routes callers to a text-based diagnostic link, walks customers through self-service fixes, and escalates to a technician when needed. The result: quicker problem resolution, higher customer satisfaction, and significant support-cost savings as common issues were resolved via self-serve. After a successful US/Canada trial, OpenMarket helped the retailer scale the solution to 30 more countries and extend SMS workflows into operations, logistics, IT, security, and broader customer support.