How a SaaS platform improved user adoption, security and communication through LabsMobile

Context

The platform had a growing user base but faced three key challenges:

• Low initial adoption by new users.
• High technical support load, especially due to blocked access or forgotten passwords.
• Low attendance at training sessions and online demos.

The main channel was email, but its limitations were clear: low open rate, lack of immediacy, and little effectiveness in critical situations.

The Challenge

The technical and product team identified several areas for improvement:

• Welcome and activation emails that were not read or ended up in spam.
• Access recovery processes that generated many support tickets.
• Lack of validation for sensitive actions like data changes.
• Ineffective appointment reminders, with a high no-show rate.
• Promotional campaigns with low conversion rates.
• Need to improve order tracking.
• Lack of a direct channel for the software’s clients to communicate with their own users.

The Solution

The platform decided to integrate LabsMobile’s SMS API, activating various automated communication flows:

• SMS Authentication and Validation

Implementation of OTP codes (2FA) for logins, password changes, and sensitive operations.

• Critical Alerts and System Downtime

Instant notifications to the technical team and affected users in case of incidents.

• Restricted Action Confirmations

SMS verification for relevant account changes.

• Client Messaging from the Software Dashboard

SaaS users (clinics, workshops, academies, etc.) can send SMS to their clients directly from the platform.

• Booking and Appointment Management

Automated reminders with options to confirm, reschedule, or cancel via SMS.

• Personalized Promotional Campaigns

Sending SMS Landing messages with promotions, discounts, and relevant updates.

• Order Tracking

SMS notifications for order status: purchase, shipment, delivery, and issues.

Results

In just 3 months, the data showed improvement in several key indicators:

• Over 90% adoption of SMS 2FA.
• 60% reduction in access-related support tickets.
• 98% open rate for promotional SMS campaigns.
• 40% increase in appointment attendance thanks to automated reminders.
• Response time to critical errors reduced from 15 minutes to just 3 minutes.
• Increased customer satisfaction due to real-time useful information.

Testimonial

“Since integrating the SMS channel, we’ve achieved much more direct and effective communication. It has helped reduce friction, enhance security, and boost conversion at every user touchpoint.”

- Product Manager

Conclusion

This case proves that SMS is not just a complementary channel, but a strategic tool to enhance security, customer service, and campaign effectiveness in SaaS environments. Its immediacy, reliability, and easy integration make it a key ally for any tech or software company looking to scale their communication.

Integrate LabsMobile now and boost your SMS channel with a fast, secure, and effective solution.