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Case Study

Enhancing the SMS Opt-Out Solution for a Leading Retailer: A Success Story

Enhancing the SMS Opt-Out Solution for a Leading Retailer: A Success Story


In the dynamic world of digital communication, managing opt-outs effectively is crucial for maintaining customer satisfaction and compliance. A leading retailer recognised the need to enhance their opt-out management process and sought a solution to seamlessly integrate their SMS campaigns with their CRM system. This case study explores how Grapevine partnered with the retailer to expand their custom opt-out solution, resulting in streamlined operations and improved customer experience.


The retailer faced the following challenges with their opt-out management process:

  1. Lack of Integration: The existing system did not incorporate all Marketing affiliate codes, leading to inconsistencies in opt-out handling and management.
  2. Manual Handling: Managing opt-outs from SMS campaigns associated with specific affiliate codes required manual intervention, resulting in inefficiency and increased workload.
  3. Confirmation Process: The retailer needed a reliable method to ensure successful opt-out processing in their CRM system.


Grapevine collaborated with the retailer to enhance their custom opt-out solution and address their challenges. The key components of the solution included:

  1. Comprehensive Integration: Grapevine expanded the custom opt-out solution to incorporate all Marketing affiliate codes, ensuring a consistent and unified approach to opt-out management across all campaigns.
  2. Automated Opt-out Transmission: The solution seamlessly sent custom opt-out keywords from the retailer's SMS campaigns, associated with specific affiliate codes, to their CRM system. This automation eliminated the need for manual intervention and improved operational efficiency.

Thorough Testing and Implementation: Grapevine successfully implemented and rigorously tested the solution to confirm the receipt and processing of opt-outs by the retailer's CRM system.


The implementation of the expanded SMS custom opt-out solution yielded significant results for the retailer:

  1. Streamlined Operations: By incorporating all Marketing affiliate codes, the opt-out management process became standardised and more efficient. This automation reduced manual effort and minimised the risk of errors.
  2. Improved Customer Experience: The seamless integration of the opt-out solution ensured that customers' preferences were accurately captured, leading to a more personalised and satisfying experience.
  3. Enhanced Compliance: The automated transmission of opt-out keywords to the CRM system ensured compliance with regulatory requirements and demonstrated the retailer's commitment to data privacy.


Through their collaboration with Grapevine, the retailer successfully expanded and optimised their SMS custom opt-out solution, ensuring seamless integration with their CRM system. The comprehensive integration, automation, and rigorous testing resulted in streamlined operations, improved customer experience, and enhanced compliance. This case study showcases the power of leveraging innovative solutions to overcome challenges and drive success in the digital communication landscape.

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