How Verizon HUM Achieves 99.9% Real-Time SMS Delivery With TXTImpact.
Executive summary
Verizon Connect HUM is a connected‑car service that keeps drivers informed with real‑time diagnostics, maintenance reminders, incident notifications, and location‑based alerts. To power timely mobile notifications at scale, HUM partnered with Wire2Air TXTImpact. The result: a resilient, enterprise‑ready messaging backbone delivering thousands of SMS alerts daily with near‑instant delivery, 24×7 availability, and strict compliance across U.S. carrier networks.
Outcomes at a glance
Delivery success: [99.7–99.9%] SMS delivery rate (dedicated short code‑registered senders)
Latency: p95 under [3–5] seconds for high‑priority alerts
Scale: Thousands of notifications/day; surge‑ready for peak incidents
Availability: >[99.95%] service uptime across geo‑redundant regions
Compliance: CTIA/TCPA‑aligned opt‑in, HELP/STOP handling, and audit logs
“TXTImpact helps us deliver critical HUM alerts instantly and reliably, no matter the hour.” — Cheryl Kaas, Verizon Connect (HUM)
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In this Case Study:
Client Background
The Challenge
Why Wire2Air TXTImpact
Solution Overview
Reference Architecture
Implementation Highlights
Results
Security, Privacy and Compliance
KPIs we track for Verizon HUM
Lessons Learnt and Best Practices
What’s Next
About Wire2Air TXTImpact
Client background
Verizon Connect HUM is a connected‑car solution for consumers and fleets, offering OBD‑II device connectivity and app‑based insights. Typical use cases include engine‑light diagnostics, low‑battery warnings, maintenance reminders, crash/incident alerts, geofence notifications, and trip summaries. These moments are highly time‑sensitive messaging must be fast, accurate, and dependable.
The Challenge
Timeliness: Deliver critical alerts (e.g., engine or battery issues) to drivers within seconds.
Reliability at scale: Handle day‑to‑day volume and sudden spikes during regional events.
Carrier compliance: Maintain dedicated short code registration, brand/campaign vetting, and keyword responses.
Observability & auditability: Provide end‑to‑end visibility API to handset—plus retention for audits.
Always‑on: Achieve >99.95% uptime with zero single points of failure.
Why Wire2Air TXTImpact
Carrier‑grade delivery: Direct connectivity and vetted dedicated short code routes with automated throughput management.
Enterprise posture: SSO options, IP allow‑listing, per‑client isolation, and change‑controlled releases.
Resilience by design: Active‑active regions, autoscaling workers, queue‑based backpressure, and multi‑provider failover strategies.
Deep compliance: CTIA/TCPA alignment, STOP/HELP automation, consent capture, and complete message journaling.
Actionable observability: Real‑time dashboards, webhook receipts, and searchable logs for every message hop.
Solution overview
TXTImpact serves as HUM’s messaging backbone via secure REST APIs. HUM systems publish alert events (diagnostics, maintenance, crash detection), which are normalized and routed to SMS using context‑aware templates.
Key capabilities
Real‑time routing & prioritization: High‑priority incident alerts traverse a low‑latency path with elevated QoS and retry budgets.
Smart throughput control: Adaptive rate limits per carrier and per number (dedicated short code) to preserve deliverability while maximizing speed.
Geo‑redundant processing: Active deployments in multiple regions with health‑based traffic shifting.
Intelligent retries: Exponential backoff with failure classification (handset unavailable vs. carrier congestion) to minimize duplicates.
Keyword automation: Built‑in STOP/HELP flows and preference syncing back to HUM’s CRM.
Audit & analytics: Delivery receipts, handset states, and content variants tied to each alert for full traceability.
Sample message:
HUM Speed Alert
Your 2019 Kia Sorento exceeded 60 mph
at 05:28 PM on 11/09 near:
100-226 County Road S-18-79
Reevesville, SC
Reference architecture (high‑level)
Event ingestion: HUM publishes alert events to TXTImpact’s secure API endpoints.
Queue & workers: Durable queues buffer traffic; stateless worker pods scale horizontally to meet demand.
Carrier connectors: dedicated short code‑registered long codes; vetted campaigns per use case; multi‑connector strategy.
Observability: Centralized logging, metrics (p50/p95 latency), and alerting; searchable message traces.
Failover & DR: Active‑active regions; blue/green releases; automated health checks and circuit‑breaker patterns.
Security: TLS in transit, encryption at rest, configurable data retention, and role‑based access.
Implementation highlights
Day‑zero compliance: Brand and campaign registration (dedicated short code), opt‑in records, and keyword handling verified pre‑launch.
Template governance: Versioned templates for each alert type; change control with preview & test harness.
Performance SLIs/SLOs: p95 latency targets and delivery‑rate thresholds monitored per region, with auto‑scale triggers.
Webhook receipts: HUM ingests delivery and engagement receipts for closed‑loop analytics.
Content safety: Length/encoding checks (GSM‑7/Unicode), link wrapping policies, and optional MMS fallback (if applicable).
Results
Near‑instant notifications: p95 under [3–5] seconds; p99 under [8–10] seconds during peaks.
High deliverability: Sustained [99.7–99.9%] success rate across major U.S. carriers.
Operational excellence: >[99.95%] monthly uptime; no single‑region dependency.
Scalable surges: Seamless handling of traffic spikes during weather or incident clusters.
Lower support load: Fewer “missed alert” tickets due to improved routing and observability.
TXTImpact has become a key part of how we keep HUM customers informed. Their ability to deliver urgent SMS alerts instantly, at any hour, has made a significant impact on our operations. The reliability and uptime of their system are exceptional, and their 24×7 support team consistently goes above and beyond. It’s rare to find a partner we can trust at this level.
— Cheryl Kaas, Verizon Connect (HUM)
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Security, privacy, and compliance
CTIA/TCPA alignment: Clear opt‑in/opt‑out, standardized HELP responses, and enforced quiet hours (optional).
Data governance: Configurable PII retention windows; structured journaling for audits.
Access control: SSO/SAML (optional), RBAC, IP allow‑listing, and environment isolation.
Change management: Staged rollouts with automated tests and rollback playbooks.
KPIs we track for HUM
End‑to‑end latency (ingest → handset)
Delivery success by carrier/region/use case
Queue depth & worker utilization during surges
Opt‑out rates and keyword response health
Incident MTTR and error‑budget burn
Lessons learned & best practices
Prioritize critical paths: Reserve low‑latency lanes for life‑safety/incident alerts.
Design for spikes: Queue‑first architecture absorbs bursty traffic without dropping messages.
Treat compliance as a product: Bake opt‑in, STOP/HELP, and disclosures into your UX.
Close the loop: Use delivery receipts to tune templates and timing for each alert type.
What’s next
Richer content options: Contextual links and dynamic content for follow‑up actions.
Personalization: Time‑of‑day and locale‑aware messaging windows.
Cross‑channel expansion: Optional email/RCS push for specific use cases.
About Wire2Air TXTImpact
Wire2Air TXTImpact is an enterprise messaging platform trusted by 5000+ brands for high‑deliverability, compliant, and observable communications at scale. With 20+ years in business messaging, we support SMS,MMS, RCS, WhatsApp Business, and more with the reliability and controls enterprises expect.
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