CUSTOMER STORY
From Reliable API SMS to Mobile-First Automation: Esendex and Utilita’s Collaborative Partnership
How Esendex automated 8,350+ job bookings, saved £32k in resource costs in the first three months, with usage continuing to increase.
Partnership
For over a decade, Utilita and Esendex have been pushing the boundaries of customer communication. Our journey kicked off with a high-performance SMS API, but our shared vision quickly took us much further.
Through collaborative, cross-functional innovation workshops, we rolled up our sleeves to understand Utilita’s goals. We identified critical pivot points to transform their digital ecosystem, focusing on seamless automation, smart digital deflection, and next-gen customer experiences.
We’re currently working on multiple exciting initiatives, but this case study spotlights the inaugural major project that set the benchmark for our success.
“The entire process from requirements to delivery has been one of the easiest project deliveries I have had in any business I have worked at. The speed of delivery was outstanding and we were able to go from requirements to go live in a matter of weeks and immediately realise the benefits.”
Ian Warner, Head of Planning | Utilita
Transforming Utilita’s Operations
with Mobile-First Automation
The Challenge
High Operational Costs: Outbound calls cost £3.85 per call, which had high abandon rates and inefficient 2–3 call back attempts.
Financial Risk: Missed field appointments cost Utilita £85 per aborted deployment in wasted engineer and logistical overheads.
Restrictions: Existing systems lacked customer self-service for scheduling and managing appointments.
Esendex Solution
Three Integrated Mobile Journeys:
App-less, secure browser journeys triggered via automated SMS links using Customer ID authentication.
End-to-End Automation: Dynamic management by geographic location allows customers to book, confirm, or alter appointments with zero agent intervention.
Agile Deployment: Moved from initial requirements to “go-live” in a matter of weeks
Results
£51,000 Saved in Loss Prevention: Processed 600 active cancellations via self-service, eliminating aborted engineer fees (£85 per visit).
£32,000 Saved in Resource Costs: Fully automated 8,350 job bookings end-to-end, drastically reducing contact center phone lines pressure (£3.85 a call).
Exceptional Customer Engagement: Achieved an outstanding 96.81% authentication success rate and a 94.03% conversion rate from login to final action.
Let’s start sending, together.
Discover the full power of our mobile messaging platform.
