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Many companies underestimate the hidden complexities of SMS management
Common challenges for IT departments related to SMS communication include:
- Routing and cost – Balancing delivery reliability against pricing across multiple providers.
- Integration – Ensuring seamless SMS functionality with internal systems.
- Limited IT resources – Forcing teams to prioritise urgent issues over long-term optimisation.
- Regulations – Managing sender IDs and ensuring compliance with local laws.
Despite these challenges, SMS plays a crucial role in areas such as customer engagement, authentication, booking confirmations, reminders, and operational information. When issues arise—like failed deliveries, unexpected costs, or regulatory problems—it's the IT department that has to step in.
At LEKAB, we offer more than just a communication platform; we act as an extension of your IT department, handling the heavy lifting so you can focus on more critical priorities. Here are some challenges IT teams face and how LEKAB can help out:
1. Practical routing optimisation and traffic consolidation
For IT teams managing SMS across multiple providers and regions, keeping track of costs, performance, and delivery reliability can be daunting. A fragmented infrastructure makes it difficult to gain a comprehensive overview, leading to inefficiencies, hidden costs, and operational complexity. With various providers, delivery speed and reliability can vary, making SMS routing unpredictable:
❌ Network congestion - Can cause delays and prevent messages from reaching recipients.
❌ Low-quality routes - May result in failed deliveries, depending on the provider.
❌ Fluctuating costs - Vary based on destination and volume.
Evaluating SMS Providers and Understanding SLAs
When selecting a SMS provider, it is crucial to thoroughly evaluate their historical performance and reliability. A clear and well-defined Service Level Agreement (SLA) ensures that you receive the quality and stability you expect.
SLAs should explicitly define service availability (uptime) and other key performance indicators to ensure a dependable service. However, delivery times to the end recipient may be affected by external factors such as network operators and coverage, meaning it’s not always possible to guarantee exact delivery times within an SLA. By choosing a provider with transparent agreements and a proven track record of stable performance, you can ensure a better and more predictable service experience.
Rather than juggling multiple platforms and providers while trying to optimise routing for effective delivery, IT teams may benefit from a solution that consolidates SMS traffic to gain better visibility and control. Centralising SMS services with one or a few providers can also give you stronger leverage when negotiating volume-based pricing.
How we at LEKAB help:
- We consolidate SMS traffic from multiple providers, giving IT managers a unified overview in one place.
- We ensure reliable delivery by selecting well-established and reputable providers for each destination.
- We minimise unnecessary costs by choosing the most appropriate provider per destination.
- We monitor performance in real time – so IT teams don’t have to chase down issues.
By centralising SMS traffic, IT departments gain better control, improved reliability, and cost transparency – without the hassle of managing multiple providers manually.
2. API integration & development support: when IT resources are limited
IT teams are often expected to integrate SMS into various platforms – from CRM systems and marketing tools to customer support and legacy in-house systems. But not all IT departments have the time or internal expertise to handle complex API integrations. Common challenges include:
❌ Limited development resources for customised integrations
❌ Legacy systems with limited API support – making real-time updates difficult
❌ Siloed and inaccessible data – customer information is often stored in separate systems
❌ High development effort – IT teams struggle to build and maintain tailored integrations
❌ Lack of monitoring and troubleshooting tools for failed deliveries
How LEKAB helps:
- We bridge the gap between legacy systems and modern messaging services – ensuring smooth data transfer.
- We provide practical API development support – if your IT team lacks resources, our experts assist with custom API integrations.
- We unlock data for personalisation – connecting fragmented data sources to enable dynamic SMS messages. We can even use robotics to automatically fetch, compile, and write data between systems, even those lacking API support.
- We troubleshoot message errors – so your IT team doesn’t have to chase issues manually.
💡The result? Less manual work, more automation, and more relevant messages
– without your IT department needing to handle complex integrations on their own.
Our APIs are compatible with most business systems, and we offer development support when needed. Whether you're connecting a CRM, ERP, or internal tools, we help ensure seamless integration. See our API documentation here.
3. Compliance, sender registration & data security: a time-consuming headache
Every region has different SMS regulations – some require sender registration, others have traffic restrictions (e.g. SMS volume per day or per network), or filtering rules (e.g. messages promoting certain products or political content). Handling this manually is frustrating, time-consuming, and prone to errors. Without proper registration, messages can be blocked, delayed, or result in fines.
But compliance isn’t just about SMS – it’s also about protecting sensitive customer data. IT teams must ensure all communication complies with GDPR and other data protection laws to reduce risks like data breaches, unauthorised access, and improper personal data storage.
Common issues:
❌ Complex documentation for different regulatory bodies
❌ Long approval processes that delay important campaigns
❌ Constantly changing regulations that IT needs to track
❌ Unreliable providers that fail to meet GDPR and data security standards
That's why it's critical to have clear agreements with providers outlining how customer data is handled, stored, and protected. These agreements should define security measures, responsibilities, and incident-handling protocols – including encryption, access controls, and compliance with GDPR and ISO standards.
How LEKAB helps:
- We manage sender registration in multiple countries on your behalf.
- We track regulatory changes to ensure compliance before issues arise.
- We speed up approvals by efficiently navigating local requirements.
- We ensure all SMS handling is GDPR- and data protection-compliant.
- We are ISO 27001 certified.
By managing both compliance and data security for you, we reduce risks and ease the workload on your IT team – so you can focus on more strategic initiatives instead.
4. Continuous monitoring & troubleshooting – without manual effort
The job isn’t over once an SMS is sent – IT teams may also need to:
❌ Monitor delivery rates to catch issues
❌ Analyse response times to improve the customer experience
❌ Investigate when messages don’t go through
Most IT departments don’t have the capacity to constantly monitor SMS traffic. But without it, problems can go unnoticed until they affect business operations.
How LEKAB helps:
- We provide real-time monitoring to detect issues.
- We investigate message errors so your IT team doesn’t have to.
- We offer proactive recommendations to improve performance and reliability.
By taking over this task, IT managers can focus on strategic projects instead of constantly putting out fires.
Streamline SMS management to free up resources
SMS management is more than just sending texts – it’s an ongoing operational burden that not all IT teams can handle alone.
At LEKAB, we help IT teams:
- Reduce manual work by managing sender registration and compliance
- Consolidate SMS traffic from multiple providers
- Accelerate integrations with hands-on API and development support
- Improve delivery reliability and routing
- Minimise troubleshooting time with real-time monitoring and proactive solutions
We can free up your IT department’s resources for more strategic work by handling the operational SMS workload. If your team is already struggling with the burden of SMS management, reach out to us. We’ll help streamline your processes so you can focus on what matters most to your business.
