Case Study: SaaS Software Company achieves doubled reach and improved customer engagement with SMS-Magic

How a Software Company Gets More Customer Engagement with Messaging

SaaS Software Company faced low open and response rates from email and needed a conversational channel customers could reply to throughout the lifecycle. They chose SMS-Magic — integrating SMS-Magic with Salesforce and Pardot — to add two-way text messaging for trial alerts, drip campaigns, product education and support.

Using SMS-Magic, the company deployed weekly drip texts, trial reminders, and support-by-text (including ticket-linked compose screens), which led to measurable gains: roughly double the reach versus email, higher open/response rates, a significant reduction in inbound call volume, improved agent efficiency, and increased customer satisfaction while scaling with a smaller team.