Nexa Retail unified commerce notifications across 6 markets
Nexa consolidated SMS, WhatsApp, and email delivery on one API to reduce delivery failures and improve post-purchase communication.
Challenge
Fragmented provider setup across countries
Inconsistent delivery visibility for support teams
Slow campaign and transactional release process
Solution
Unified message model for transactional and campaign events
Webhook-driven delivery updates into internal order systems
Policy-based routing with fallback rules by country
Results
Improved first-attempt delivery to 97.4%
Cut support tickets tied to undelivered messages by 39%
Moved from monthly to weekly messaging iterations
“Katembe gave us one operating model for transactional messaging across markets instead of six local exceptions.”
Operations director, Nexa Retail
Delivery timeline
- Week 1: mapped existing provider routes and message templates
- Week 3: enabled webhook-based delivery traceability
- Week 5: rolled out policy routing to all active markets
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Policy-aware delivery and routing with one operational model.
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