Voxie is an SMS delivery platform. It allows a company to send, manage, and automate text messaging for large sets of customers.

In 2024 Voxie was at a bit of a crossroads. We could support franchise brands but managing and scaling this to more customers was incredibly manual.

Starting in March, we began planning and iterating on what Voxie would need to become to support a corporate customer that had thousands of individual franchise locations. To make it even more complex, an individual owner may have 1 or dozens of franchise locations.

Each location needs to be able to send and manage conversations from their location. Corporate needs to be able to access all customers as well as manage access to sets of contacts and prescribe message templates to all locations.

We introduced new interface for:

• creating and editing locations and sets of locations
• revised navigation to allow for users to move between their locations
• group-level management of location attributes and contacts
• all new message templating

One of the trickiest and most iterated on concepts was what to do when a customer frequents more than one franchise location. You might want text offers from the 3-4 coffee shops you frequent. But if corporate wants to send a message to all customers we may not want to send 3-4 versions of the same text to that customer.

Our current solution allows for flexibility and control for this workflow. I won’t say its the easiest concept to get your head around but I’m glad we were able to provide solutions for many use cases.

Over the next 7 months we effectively revised every screen in the platform to account for the new roles and permission permutations.

The features were completed and are running some of the largest customers for the Voxie platform. Franchise Hub allows complex workflows, that bent the old system in unhealthy ways, to be created with a handful of clicks.

To everyone’s surprise, only weeks after launch, when customers began suggesting novel SMS strategies. Those strategies were able to be built same day sometimes during the initial calls.