KH | SMS Standup

THE PROBLEM

Our digital communication capabilities were limited to email, website, and social channels, leaving a critical gap in how we engaged both current customers and prospects. Without SMS, we lacked the ability to connect with audiences in the channel they use most frequently - text messaging.

In today’s digital landscape, consumers expect timely, personalized communication that meets them where they are, and SMS consistently delivers far higher open and engagement rates than email.

Without this channel, our outreach efforts were less effective and less aligned with consumer expectations.

THE SOLUTION

To expand our communication strategy, we implemented Relay Network as our enterprise SMS platform. I led all aspects of the implementation from concept to near-launch.

This included structuring the Asana project for coordinated cross-functional work, establishing workflows for content creation and approval, and facilitating all legal, compliance, and marketing reviews. I served as the primary point of contact between our internal teams and the vendor, guided the strategic framework for each campaign, and built all customer journeys directly within the Relay platform.

Additionally, I developed consolidated documentation packets for senior leadership review and ensured all data integration requirements were planned and executed effectively.

THE RESULTS

The SMS platform build is complete and currently in final content approval. Once launched, it will add a high-engagement communication channel to our digital strategy, enabling faster, more personalized outreach to customers and prospects.