The SMS Coach · Justin H. Mueller

BACKGROUND

Please describe your company and position.

I am the Senior Product Manager, New Initiatives of MoEngage

Describe what your company does in a single sentence.

MoEngage is an insights-led customer engagement platform that helps brands personalize communication and deliver targeted experiences across multiple channels. 

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire The SMS Coach, Justin H Mueller to accomplish?

• Achieve CTIA and carrier compliance via clear single/double opt-in rules, keyword opt-outs, full audit trails, and enforced DND windows and frequency caps.
• Streamline SMS onboarding by optimizing current and future Twilio integrations, anticipating regulatory changes, and delivering a robust activation checklist.
• Improve subscription hygiene through validated suppression flows, guidance on new opt-out requirements, and a compliant re-opt-in SOP.
• Enable advanced messaging by modelling two-way chat flows, advising on global messaging, supporting live client calls, and informing the product roadmap.

SOLUTION

How did you find The SMS Coach, Justin H Mueller?

Online Search

Why did you select The SMS Coach, Justin H Mueller over others?

• High ratings
• Good value for cost

How many teammates from The SMS Coach, Justin H Mueller were assigned to this project?

1 Employee

Describe the scope of work in detail. Please include a summary of key deliverables.

 - Help us with the best practices around all types of compliance that we will come across
- Ensuring our offerings are compliant for us and our customers
- Help in setting up a streamlined and robust customer onboarding process on SMS
- Validate the work that we are doing on subscription management, ensure that we are not missing out on anything and help us better our product
- Get on customer calls if needed to understand the queries better and suggest a way forward
- Help in product decisioning to handle advanced use cases
- Help with conducting internal and external training on SMS related processes. 
- Help with building documentation on SMS best practices

RESULTS & FEEDBACK

What were the measurable outcomes from the project that demonstrate progress or success?

• Assisted on compliance needs with 3 key customers and prospects.
• Helped us be informed with key TCPA changes an guided on necessary changes from our Product.

Describe their project management. Did they deliver items on time? How did they respond to your needs?

• Has delivered items on time 100% of the time. 
• Has always been upfront on the time a task would take.
• Is methodical in the way he communicates and never leaves us hanging.
• Has always been accommodative and available despite the timezone differences.

What was your primary form of communication with The SMS Coach, Justin H Mueller?

• Virtual Meeting
• Email or Messaging App

What did you find most impressive or unique about this company?

Justin has a background in teaching. He leverages that and his knowledge of the US SMS to ensure he delivers the point across in the best possible way. He has always gone out of his way to learn about things he's not 100% sure about if we request information beyond his expertise. He's never turned down our requests citing a lack of information. 

Are there any areas for improvement or something The SMS Coach, Justin H Mueller could have done differently?

Nothing I can think of right now.