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$28M+ Revenue GeneratedFor our clients2,140+ Keywords — Page 1Google rankings$12M+ Ad Spend ManagedAcross channels2.5M+ Signups DrivenUser acquisitions87,200+ Leads GeneratedQualified pipeline
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Multichannel Messaging: Email, SMS, WhatsApp

Send each message based on where your customer is right now.

We'll reply with a written proposal: the work, what we need from you and an estimated timeline.

The hidden problems

Why multichannel message journeys send the wrong message

Customer details that change, data that arrives late, opt-outs, journeys that overlap, missing content and failures at the messaging provider can all break a journey after someone has started it.

  • One action starts several journeys

    Duplicate, late or unclear triggers (the actions that start a journey) put the same person into overlapping journeys, send them down conflicting paths and repeat messages.

  • A customer should stop getting messages, but doesn't

    Someone buys, opts out, opens a support case or changes status, but a later message in the journey still goes out.

  • Each channel only limits itself

    Email, SMS, WhatsApp and app messages each follow their own sending rules, while nobody manages how many messages a person gets in total or which matters most.

  • Personal details break when live

    Missing names, products, languages, prices or links produce a broken or insensitive message instead of an approved backup version.

  • Delivery reports are treated as business results

    Messages waiting to send, accepted by the provider, sent, delivered and read are mixed up with replies, bookings, sales or revenue.

  • Credited sales are claimed as caused by messages

    People who would have bought anyway, other messages, paid ads, product changes, sales team work and refunds are all ignored.

Exactly what's included

What our multichannel messaging services include

Softscotch designs and runs the exact customer journey (a planned series of messages) and the channels named in your proposal. Before anything goes live, we agree who receives it, why, what starts it, the person's current permission and subscription status, which messages come first, quiet hours, limits on how often people are contacted, safe use of personal details, how replies and handovers to your team work, opt-outs and what happens when something fails. You get a tested journey and a clear plan for running it, with named owners. Approval by the messaging platforms, delivery, replies and sales are outside our control and are reported separately.

Eight areas of work take one priority journey from who gets it and why, through tested messages, checks of every path and a safe launch, to your first report on results.

Why the journey exists and who gets it

We define the customer's situation, the business purpose, who should receive it, what starts it, the useful result, when it ends and the named person responsible.

Customer details and what triggers messages

We define customer record fields, email addresses and phone numbers, devices, IDs, trigger actions, timestamps, duplicates, late data and who owns each source.

Permission, preferences and blocked contacts

We build in current permission for each channel, subscription status, opt-outs, topics people have blocked, exclusions, and rules for re-entering and leaving journeys.

The job of each channel and contact limits

We assign the included channels, which messages come first, quiet hours, total limits on how often people are contacted, exceptions, delays and backup channels.

Messages, replies and links

We manage versions of content, claims, templates, personal details used, language, approved backup text, links, replies and handovers to your team.

Delivery failures and day-to-day running

We handle status updates from providers, opt-outs, failures, resends, expired app tokens, alerts, pauses, undoing changes and who provides support.

Report on real business results

We define who received messages, replies, accepted results, costs, refunds, how results are compared and the decision the report should help you make.

Testing every path before launch

We test each path through the journey with sample customers, including opt-outs, quiet hours, missing details and failed sends, check every message on real devices, then go live in a controlled way with a named person watching the first sends.

Why Softscotch

Why every channel has to earn its place

We check permission, the customer's current situation, which message comes first, how often people are contacted, the content, replies, failures and who owns what, all together.

Every trigger is tied to a person and a time

Each action that starts a journey is matched to the right customer and the time it happened, rather than treated as an anonymous click.

We check again before each message

Permission, blocks, a purchase, a support case or a change in the product can stop a later message or send it a different way.

Contact limits work across all channels

Rules on priority and total messages decide between competing journeys, instead of relying on each provider's separate limits.

Missing content fails safely

If a detail is missing, out of date or sensitive, the message uses approved backup content or isn't sent at all.

Replies and delivery reports add up

Provider status updates, opt-outs and replies are stored once and passed to whoever owns preferences and the journey.

Sales claims come with a comparison

A holdout group (people who don't get the messages) or other fair evidence keeps credit claims in check and shows the uncertainty.

Journey details

The 36 decisions behind a well-coordinated message journey

The work covers matching messages to the right person, the actions that trigger them, whether each person can still be contacted, the job of email, SMS, WhatsApp or app messages, content, handovers, opt-outs and reporting.

Purpose, recipients and ownership
Is the journey right for you, and who owns whatState the business reason for the journey, who it should help, what work Softscotch owns and what decisions stay with you.
Purpose, result and end pointDefine why each journey exists, the useful result for the customer or your business and the conditions that end it.
Included channels and types of messageName each email, SMS, WhatsApp, app (push) or other channel, and whether each message is marketing, a service update or another approved type.
Starting point for contacts, permission and blocksRecord customer IDs, email addresses and phone numbers, subscription status, where proof of permission comes from, opt-outs, exclusions and any current conflicts.
Claims, privacy and sensitive dataApprove claims, usage rights, the personal details used in messages, the lawful reason for using data, how long it's kept and any specialist review you need.
Launch, measurement and supportSet who owns the launch, the checks, monitoring, replies, problems, how to pause, reports and who keeps the journey up to date.
Customers, IDs and triggers
What customer details and triggers meanDefine the customer record fields, what each trigger means, where it comes from, who did it, when it happened, when it was received and how the journey uses it.
Matching contacts across channelsMap email addresses, phone numbers, WhatsApp numbers, app tokens (the codes that let you send app notifications) and approved rules for merging records or settling conflicts.
Handling duplicate and late triggersUse trigger IDs or other approved rules to handle resends, duplicates, corrected records, triggers that arrive out of order and delays.
Starting rules versus checks before each messageKeep what qualified a person to start the journey separate from the up-to-date checks that can stop a later message.
Starting, stopping and permission to contact
Rules for starting and restartingState who may start the journey, how often the same person or trigger can start it again and what happens when one person is in the same journey twice.
Rules for success and stoppingStop or change later messages when the person buys, books, cancels, no longer qualifies or reaches another agreed stage in the journey.
Which preference or block winsDefine what happens at the moment of sending when there are opt-outs from everything, from one channel, from one topic or one journey, legal blocks, support blocks and your own exclusions.
Contact limits across all channelsSet total limits on how often people are contacted, which messages come first and exceptions, across all included journeys and channels.
Timing and content for each channel
Message priority and exceptionsKeep urgent service messages apart from marketing, and state who may approve any exception to the normal limits.
Time zones and quiet hoursChoose where each person's time zone comes from, the hours when sending is allowed, how messages are held until then and when an old message should be dropped.
A version of each message for each channelWrite and approve content that fits each channel's format, sender, template, length, images, replies and policy rules.
Safe backups for personal detailsUse approved backup text, or don't send the message, when a needed name, product, price, language or link is missing.
Channels, replies and delivery status
Choosing a channel, and a backupChoose the first channel based on purpose, permission, urgency, cost and what the customer prefers, then define when to wait or switch to another channel.
Links and where they leadTest web links and links that open your app against logged-in and logged-out states, language and country, products, baskets, expired offers and error pages.
Handling delivery statusStore requested, accepted, waiting, sent, delivered, failed, undelivered and read (where the channel shows it) as separate statuses.
Safe resends and no duplicatesConfirm provider status updates are genuine, handle each one once, limit resends and make sure a provider or webhook (automatic system message) failure never sends the same message twice.
Testing and real business results
Testing timing and how oftenCompare a limited change in timing or channel only when the customer experience, number of people, cost and rules for stopping the test are acceptable.
Journey holdout groupKeep a group of eligible people who don't get the journey where it's practical, and agree who goes in each group, who saw what, the main result and the decision period before launch.
Accepted results and their valueLink who received messages to accepted bookings, orders, revenue, profit margin, refunds or later stages, noting the limits of matching people and timing.
Rules when journeys competeSpot when several journeys want to contact the same person at once, and let priority, blocks and total contact limits decide who wins.
Running each channel
Making opt-outs reach every systemPass opt-outs and preference changes from every included channel to the system that owns them, and check that later messages really stop.
WhatsApp templates and reply windowsBefore launch, check the WhatsApp sender is approved, people have opted in, each template's current approval status and category, the 24-hour window for replying to customers outside templates, your quality rating and how the provider behaves.
SMS senders and keywordsConfirm the country, type of sender number, any required registration, approved use, quiet hours, opt-in, and how replies such as STOP and HELP are handled.
App notification tokens and priorityCheck that app tokens still work, people have allowed notifications, the priority setting, when a notification should expire and whether the content really needs to arrive urgently.
Senders ready to sendKeep email security settings, sending domains, phone numbers, short codes (short SMS numbers), sender reputation and fixes with the included work or a named owner.
Security, changes and limits of the evidence
Securing automatic status messagesConfirm provider status updates (webhooks) are genuine, reject old or faked ones, handle each once and deal safely with corrected statuses.
Rules for timing and out-of-date dataDefine which timestamps are used, how much delay is acceptable, time zones, corrections and what happens when a late trigger makes a message pointless.
Record of versions, launches and undo stepsLink every change to content, rules, senders or providers to a tested version, who approved it, when it went live, how to pause it and the last setup that worked.
Is the test big enough and clean?Check the number of people, how groups were randomly chosen, other campaigns running at the same time, messages leaking across channels and outside changes before reading a holdout result.
Credited sales, margin and refundsKeep credited sales, sales the messages really caused, total revenue, revenue after refunds, profit margin and refunded amounts separate.
Research and implementation tools

Your live platform decides what's available

Which channels are supported, sender names and numbers, message templates, status updates from the provider, prices and how your accounts behave are all checked before they go into the build.

What we check

Seven checks before and after your journey goes live

Each check ends with a clear finding, the fix needed, a named person who owns it and the date of the next check.

Check 01 · Purpose and who gets it

Why the journey exists, who gets it and when it ends

We agree why the journey exists, who should receive it and when messages must stop.

You get a signed brief with the purpose of the messages, the included channels, the useful result, who is left out, owners and outside costs.

The customer's situation startDefine the action or situation that gives a genuine reason to contact the person.
Who gets it inputState who qualifies, which IDs, email addresses and phone numbers are acceptable and who must never enter the journey.
Message purpose structureDecide what kind of message it is, and keep service updates, marketing and other message types clearly separate.
The useful result go liveDefine the customer action or business result the journey should support, without promising it will happen.
When it ends controlStop or change messages after a purchase, booking, cancellation, opt-out, escalation to support or another named stage.
Who is responsible resultName who owns content, permission, how much your team can handle, replies, the launch and ongoing changes.
Check 02 · Customer and trigger data

Customer IDs, triggers and timing

We confirm that each journey starts from the right person and the right action, and can cope with duplicates and late data.

The data map states the source, meaning, timestamp, how fresh it is, rules for merging records and the owner of every field the journey needs.

Customer record fields startList the names, language, product, location, customer stage, preferences and other fields the journey needs, and where each comes from.
Addresses, numbers and app tokens inputCheck who owns each email address, phone number, WhatsApp number and app token, whether you have permission and whether it still works.
What each trigger means structureDefine who did what, to what, where the data came from, when it happened, when it was received and how it's used, for every trigger.
Handling duplicates go liveTest resends, repeated IDs, repeated actions and several triggers for the same customer.
Late and corrected data controlDefine the acceptable delay, the order data arrives in, corrected triggers and what happens when a message is no longer relevant.
Realistic test records resultRun normal, missing, duplicate, out-of-date, conflicting and non-qualifying examples through the draft journey.
Check 03 · Permission and blocks

Current permission, preferences and rules for stopping

We check again at each step whether the person can be contacted on that channel, instead of relying only on their status when they started.

You own the lawful reason for messaging and your policies; Softscotch sets up the rules you approve and makes any conflicts visible.

Proof of permission startRecord the source, channel, purpose, exact wording, date and scope of the proof of permission that you approved.
Subscription status inputTell apart opt-outs from everything, from one channel, one topic, one list or one journey, plus the rules for service messages.
Blocked contacts structureApply opt-outs, spam complaints, bounces, invalid addresses, excluded customers and your own block lists in the agreed order.
Restart rules go liveControl how often a person or trigger can start the journey and what happens when one person is in it more than once.
Preference changes controlTest opt-out, opt-in, partial preference changes, escalation to support and what happens after a purchase while the journey is running.
Proof that messages stop resultCheck that a change in preferences or a new block prevents later marketing messages across all the included systems.
Check 04 · Channel jobs and limits

Choosing channels, priority and not overloading people

We give every included channel a clear job and settle competing messages before they reach a customer.

Email, SMS, WhatsApp and app notifications are included only when named in your proposal and supported by your current accounts.

The job of each channel startChoose each channel based on the message's purpose, permission, urgency, what the customer prefers, format and cost.
Priority inputRank service, support, transaction (such as order updates) and marketing messages according to the policy you approve.
Quiet hours structureSet where time zones come from, the hours when sending is allowed, holding messages until then, when old messages expire and approved exceptions.
Total messages go liveApply combined contact limits across all journeys and channels, not just one provider's own sending limit.
Backup plan controlDefine when to wait, use approved backup content, choose another channel or stop completely.
Clash tests resultTest journeys running at the same time, replies, support cases, purchases and urgent operational messages.
Check 05 · Messages and handovers

Content, personal details, replies and links

We make every message readable, accurate and workable, even when data is missing or the customer replies.

Your proposal states the included message versions, templates, languages, adapted versions and rounds of changes.

Version for each channel startWrite the message to suit the channel's sender, format, length, images, template and how replies work.
Claims and usage rights inputApprove facts, offers, prices, terms, customer quotes, images, required notices and usage rights.
Personal details and backups structureTest missing, out-of-date, sensitive and unexpected details, and use approved backup text or don't send.
Links and where they go go liveOpen web links and links that open your app as different kinds of customer would: logged in or out, in each language, product, after an offer expires and on error pages.
Replies and handovers controlSend replies, keywords, questions, complaints and support needs to a named team with agreed response times.
Approval of the final message resultKeep the approved message exactly as customers see it, plus template status, links, personal details used, sender and the final decision to launch.
Check 06 · Delivery and day-to-day running

Delivery status, failures and safe recovery

We handle provider status updates, opt-outs and failures once each, then alert your team without contacting the customer twice.

Provider acceptance and delivery reports show the system worked. They don't prove anyone paid attention, replied or bought.

Senders ready startConfirm sending domains, phone numbers, short codes, WhatsApp senders, app notification credentials, provider checks and the included channels.
Secure status updates inputConfirm provider messages are genuine, check timestamps where available and reject faked or repeated ones.
What each status means structureStore requested, accepted, waiting, sent, delivered, failed, undelivered and read (where the channel shows it) separately.
Resend rules go liveSet resend rules for each type of error, when to give up, the maximum number of attempts, protection against duplicates and when to pass it to a person.
Opt-outs and replies controlPass opt-outs, HELP replies and incoming messages from providers into the preference and handover systems.
Pausing and handling problems resultName the alerts, support hours, emergency pause, how to undo changes, what to do with messages held back and the review after a problem.
Check 07 · Report on real business results

Replies, results and what to do with the journey next

We keep delivery separate from what customers actually did, and use a fair comparison before claiming the messages added value.

A holdout can guide a decision only when the way people were split, who got messages, group size, overlap with other messages and later sales data are all reliable.

Who got messages startDefine who was placed in the journey, who was actually sent messages, which channel was used and what was skipped or failed.
Responses inputKeep clicks, replies, bookings, support contacts and other actions separate, each with its own time period.
Accepted results structureUse orders, qualified sales stages, revenue, profit margin or refunds only where matching people and definitions are good enough.
Holdout group go liveKeep a holdout of eligible people where it's practical, and record any overlap from other journeys or channels.
Costs and uncertainty controlInclude platform, per-message, production and running costs, plus missing data and how uncertain the numbers are.
Next step resultChoose the next content, channel, timing, rule or operational fix, and state the approval needed and the limits of the evidence.
Your type of business

Messaging changes with its purpose and the risk to your customers

Permission, urgency, the cost of each channel, quiet hours, how replies are handled, how much your team can handle and what counts as a good result are different for every business.

Local

Local services

For local service businesses, multichannel messaging has to take into account your location, the area you serve, when you're available, calls, bookings and who answers new inquiries.

FocusWhat we focus on first: what customer details and triggers mean, matching each person's contacts across channels, and handling duplicate and late triggers.
MeasureReports you'll use most: who qualified for the journey, contact limits across channels, and message and personal details checks.
Ecommerce

Online stores and direct-to-consumer brands

For online stores and direct-to-consumer brands, multichannel messaging has to take into account accurate product details, stock, promotion terms, the path to checkout, returns and profit margin.

FocusWhat we focus on first: rules for starting and restarting journeys, rules for success and stopping, and which preference or block wins.
MeasureReports you'll use most: contact limits across channels, message and personal details checks, and delivery and provider status.
Software

Software companies (SaaS)

For software companies, multichannel messaging has to take into account what customers use the product for, proof that it works, free trial or demo steps, the tools it connects with and whether new users actually start using it.

FocusWhat we focus on first: message priority and exceptions, time zones, quiet hours and held messages, and a version of each message and template for each channel.
MeasureReports you'll use most: message and personal details checks, delivery and provider status, and replies and real business results.
B2B

Business-to-business (B2B) and professional services

For business-to-business and professional services, multichannel messaging has to take into account that several people often decide together, the need for expert proof, how leads are qualified, how they're passed to sales and the long wait before a deal closes.

FocusWhat we focus on first: choosing a channel and a backup, links that open the right page or app screen, and handling each delivery status correctly.
MeasureReports you'll use most: delivery and provider status, replies and real business results, and the comparison and next decision.
Health

Healthcare and wellness

For healthcare and wellness, multichannel messaging has to take into account accurate claims, patient privacy, who can use the service, appointment steps and what may and may not be said about medical care.

FocusWhat we focus on first: testing timing and how often, a journey holdout group, and checking sales and revenue quality.
MeasureReports you'll use most: who qualified for the journey, contact limits across channels, and message and personal details checks.
Regulated

Finance, insurance and legal

For finance, insurance and legal businesses, multichannel messaging has to take into account the rules where you operate, approvals, required notices, sensitive personal data and terms that can change.

FocusWhat we focus on first: making opt-outs reach every system with proof, WhatsApp templates, reply windows and quality, and SMS senders, countries and keywords.
MeasureReports you'll use most: contact limits across channels, message and personal details checks, and delivery and provider status.
Education

Education and training

For education and training, multichannel messaging has to take into account course details, dates, who can enroll, the enrollment steps, what students achieve and accessibility for all learners.

FocusWhat we focus on first: securing automatic status messages and corrections, rules for timing and late data, and a record of versions, launches and undo steps.
MeasureReports you'll use most: message and personal details checks, delivery and provider status, and replies and real business results.
Media

Publishers and media

For publishers and media companies, multichannel messaging has to take into account who wrote the content, rights to use it, subscriptions, fast publishing cycles and original reporting.

FocusWhat we focus on first: whether the journey is right for you and who owns what, its purpose, result and end point, and which channels and message types are included.
MeasureReports you'll use most: delivery and provider status, replies and real business results, and the comparison and next decision.
Marketplaces

Marketplaces and directories

For marketplaces and directories, multichannel messaging has to take into account value for both buyers and sellers, checking who users are, what's listed, data quality and the same action being counted twice.

FocusWhat we focus on first: what customer details and triggers mean, matching each person's contacts across channels, and handling duplicate and late triggers.
MeasureReports you'll use most: who qualified for the journey, contact limits across channels, and message and personal details checks.
Travel

Travel and hospitality

For travel and hospitality, multichannel messaging has to take into account busy and quiet seasons, location, availability, booking value, cancellations and policy rules.

FocusWhat we focus on first: rules for starting and restarting journeys, rules for success and stopping, and which preference or block wins.
MeasureReports you'll use most: contact limits across channels, message and personal details checks, and delivery and provider status.
Industrial

Industrial and manufacturing

For industrial and manufacturing businesses, multichannel messaging has to take into account product specifications, what works with what, distributors, long buying decisions and real, good-quality inquiries.

FocusWhat we focus on first: message priority and exceptions, time zones, quiet hours and held messages, and a version of each message and template for each channel.
MeasureReports you'll use most: message and personal details checks, delivery and provider status, and replies and real business results.
Membership

Memberships and communities

For memberships and communities, multichannel messaging has to take into account who has access to what, the ongoing value members get, moderation, renewals and member support.

FocusWhat we focus on first: choosing a channel and a backup, links that open the right page or app screen, and handling each delivery status correctly.
MeasureReports you'll use most: delivery and provider status, replies and real business results, and the comparison and next decision.
Clear ownership

Who does what, with no hidden extra work

Softscotch runs the named journey. Setting up senders, fixing messy customer records, helpdesk work, large CRM (customer records system) projects, sales follow-up and legal decisions are separate unless listed in your proposal.

We run

The message journey named in your proposal, from setup to reporting.

  • Journey rules and who gets messages
  • Mapping customer details and triggers
  • Channel and contact limit controls
  • Message and template setup
  • Delivery monitoring and a record of problems
  • Reports on replies and real results
We coordinate

Inputs and work that belong to other people, which we help line up.

  • Your sender setup and email delivery team
  • Owner of customer records in your CRM or CDP (customer data platform)
  • Your website or app team
  • Helpdesk and the people who answer replies
  • Sales, finance and service owners
  • Privacy, legal and brand reviewers
You keep

The final say, and your rules for treating customers.

  • The lawful reason for messaging, and proof of permission
  • Rules on who gets messages and who is blocked
  • Claims, offers and rights to use images
  • Quiet hours and contact limits
  • How many replies your team can handle, and who answers
  • Approval to launch, and business results
How it fits together

Nine records that make every message traceable

Your team can see who entered a journey, why they qualified, what was sent or skipped, which replies came in and what happens next.

Multichannel Messaging Services

01
Journey and recipient brief

Records the purpose, who gets it, the included channels, the useful result, who is left out, owners and outside costs.

02
Customer and ID map

Connects customer records, email addresses and phone numbers, devices, app tokens, rules for merging records and the owner of each source.

03
Trigger and timing map

Defines triggers, who did what, when it happened, when it was received, how duplicates are handled and how fresh data must be.

04
Preference and block rules

Shows current permission, opt-outs, overall and per-channel preferences, exclusions and which rule wins.

05
Channel and contact plan

Records each channel's job, priority, quiet hours, total contact limits, exceptions, held messages, backups and the cost per message.

06
Message version record

Tracks the wording for each channel, claims, usage rights, personal details used, language, backup content, links, replies and approvals.

07
Provider activity record

Stores send requests, provider status updates, status changes, errors, resends, opt-outs, alerts and actions taken when something went wrong.

08
Replies and handover record

Sends replies, questions, complaints, bookings and service needs to a named team with an agreed response time.

09
Results and decision record

Shows who got messages, later business results, costs, refunds, uncertainty, the next step, approval and the review date.

The connected growth engine

Journey running

Own the journey rules, schedules, monitoring, changes, pauses and the current approved version.

Channel providers

Own the sender, number, template, app token, status and policy connections for each named channel.

Customer data

Own customer records, IDs, triggers, preferences, blocks, corrections and how long data is kept.

Content and brand

Own claims, offers, templates, images, language, usage rights and approved backup content.

Replies and service

Own incoming messages, support cases, handovers to sales, capacity to reply and how customers are treated.

Your approval

Own the lawful reason for messaging, permission policy, privacy, legal, contact limits and the final decision to launch.

One connected scope. Multichannel Messaging Services is coordinated with the strategy, creative, experience, data and reporting it depends on, so responsibilities and handoffs stay visible in one written plan.

What to expect

From journey brief to a careful launch

A journey and channel brief usually takes about 3 to 5 business days once we have access, the journey's purpose, proof of permission, rules on who gets messages, owners and content. A first tested journey of agreed size is often planned over 2 to 4 weeks, as long as senders, templates, data, preference rules, messages, replies, handovers and approvals are ready to use. Checks by the messaging providers and new system connections can add time.

Multichannel messaging, from brief to a carefully launched first journey

Days 1 to 3

Journey and recipient brief

Define the business purpose, who gets it, the included channels, the useful result, where permission comes from, owners, outside costs and who is left out.

KPI Brief agreed
Days 3 to 5

Customer and trigger map

Map IDs, email addresses and phone numbers, triggers, timestamps, preferences, blocks, and rules for restarting and ending.

KPI Data map ready
Week 1

Channel and content plan

Assign each channel's job, priority, quiet hours, total contact limits, messages, templates, replies and backups.

KPI Plan approved
Weeks 1 to 3

Build and test

Set up the agreed journey and test normal, missing, duplicate, opt-out, reply, failed delivery and handover cases.

KPI Tests passed
After provider and client approval

Careful launch

Launch to the approved group of people with provider status updates, alerts, support cover, pausing and undo steps all switched on.

KPI First journey live
Usually weeks 2 to 4 after release

First results report

Compare messages sent, delivery, replies and the later business results available, then agree the next content, channel or rule change.

KPI Next step agreed

Our full growth plan (all services together), month by month

Month 1

Setup and first launch

Agree priorities, fix the biggest problems and launch the first approved work once we have access, content, budget and your sign-off.

KPI First work live
Month 2

Build and improve

Use the first report to improve the live work and build the next agreed materials, campaigns, pages or follow-up steps.

KPI Improvements live
Month 3

Do more of what works

Do more of the messages, audiences, pages or channels that the results show are working, while keeping budgets and quality checks within the limits we agreed.

KPI What works, expanded
Month 4

Strengthen results

Fix weak handovers between teams, gaps in tracking and anything slowing delivery, then test the next priorities against measures that matter to your business, such as lead quality and sales.

KPI Blockers removed
Month 5

Turn more visitors into customers

Improve the offer, message, page and follow-up steps wherever the results show people getting stuck or leads that aren't a good fit.

KPI Improvements to win more customers live
Month 6

Plan the next round

Review what changed, what the results really show, what should stop and which work deserves budget and attention in the next period.

KPI Next round agreed
How we compare

One customer journey, not several separate sending tools

We keep these connected without mixing them up: whether someone can be contacted right now, contact limits across all channels, what the provider reports, replies and real business results.

The risk of using a different agency for everything
  • Starts by drawing a flowchart of messages
  • Treats an action in a log as if it were the customer
  • Checks permission only when someone starts
  • Lets every journey restart freely
  • Limits each channel separately
  • Copies one message across every channel
  • Leaves missing personal details blank
  • Resends failed messages without thinking
  • Calls a delivered message "engagement"
  • Takes credit for every sale it can
vs
Softscotch
  • Starts with the purpose and who gets it
  • Records the person, the action and when it happened
  • Checks again whether someone can still be contacted
  • Sets rules for restarting and ending
  • Controls the total contact each customer gets
  • Writes for each named channel
  • Uses approved backup text or doesn't send
  • Handles status changes safely
  • Keeps delivery, replies and results separate
  • Uses holdout groups and is honest about limits
The numbers

Results from Softscotch client work.

These totals come from work for Softscotch clients across search, paid ads, websites and lead generation, as published on softscotch.com. Past results don't guarantee future results.

$12M+Ad spend managed for clients
87,200+Leads generated for clients
2,140+Search terms ranked on Google's first page
$28M+Revenue generated for clients
Client case studies

All six Softscotch client stories.

Every Quick Story currently published on Softscotch.com, covering education, ecommerce, healthcare and SaaS. Stock photography represents each client industry; the figures are reported historical results and do not guarantee future performance.

Education consultant speaking with a prospective student Education Ads + local SEO
+183%leads

183% more leads for an education consultancy

WordPressQuora adsLocal SEO
The challenge

An education consulting business in India needed to build its digital presence and lead flow from scratch.

What changed
  • Built a new WordPress website
  • Used Quora ads to grow daily lead volume
  • Added Local SEO and community engagement
+183% leads25+ leads/day-38% bounce rate+273% new users
Bright modern home interior representing the home-solutions client Home solutions Shopify + SEO
+82%Shopify sales

Home-solutions ecommerce growth

ShopifyOrganic searchAmazon ads
The challenge

A home-solutions business was dependent on business-to-business (B2B) marketplaces, losing sales and recovering from a Google penalty.

What changed
  • Resolved the Google penalty
  • Revamped the website and online store
  • Improved organic visibility and Amazon campaign performance
+82% Shopify sales+147% organic+23% Amazon ROAS
Mother and baby representing the lactation-consultant client Health consultant $20/day
5/daybooked calls

Five booked calls a day for a health consultant

Facebook adsGoogle AdsLocal SEO
The challenge

A Houston lactation consultant needed to recover a malware-damaged website and rebuild local patient acquisition.

What changed
  • Rebuilt the hacked site and migrated it to secure hosting
  • Ran targeted Facebook and Google campaigns
  • Reached top-three local Google positions
5 calls/day$20 daily spend+87% local traffic+34% new users
Ecommerce owner preparing customer orders beside a laptop Ecommerce 10 months
+315%organic traffic

315% organic growth for an ecommerce site

Content strategyOn-page SEO
The result

Softscotch reports a 315% increase in ecommerce organic traffic over 10 months through focused on-page SEO.

What changed
  • Optimized product and collection pages
  • Improved the links between pages and the page addresses (URLs)
  • Made the site easier for Google to explore and better matched to what people search for
+315% organic10 monthsProductsCollections
SaaS team reviewing campaign data around a laptop SaaS platform Cold outreach
16%reply rate

9% close rate for a transcription SaaS

ProspectingSMTP
The challenge

A transcription platform needed a qualified prospect list and a reliable email-sending setup for outreach we managed.

What changed
  • Built a comprehensive prospecting list
  • Managed the cold outreach campaigns
  • Set up reliable email-sending servers (SMTP)
9% close rate16% reply rateSaaSManaged outreach
Healthcare professional consulting with a patient Healthcare 6 months
+182%organic traffic

182% organic growth for a healthcare clinic

HealthcareOn-page SEOOff-page SEO
The challenge

A clinic in a competitive location needed to build organic search visibility from the ground up.

What changed
  • Built the clinic's foundation for unpaid (organic) Google search
  • Combined on-page and off-page SEO
  • Reached top-five positions in Google Search
+182% organic6 monthsTop 5 Google
01 / 06
In their words

Teams that stopped leaving clicks on the table.

★★★★★

"The Softscotch team has been a solid partner as our business evolved over the last five years. Unlike most agencies, they have never charged us for work that falls outside the agreement. That is what sets them apart."

IM
Imtiyaz MominHairareus
★★★★★

"Without their knowledge, we would be in a very different place than we are now. Whenever they find something that can be improved, they implement it quickly. I could not be happier with their performance and response time."

AP
Aaron PaulsonBaby Pavilion
★★★★★

"Softscotch goes above and beyond the scope. The time, effort and dedication they put in is like having your own in-house marketing team. They are not just another marketing company."

TM
Tabassum MithaniTRS Care
★★★★★

"We are extremely happy with Softscotch, such an attentive team. No project is too small, and they give their 100%. We are extremely satisfied with their work."

SH
Safiya HafiziSimply Lactation
★★★★★

"Softscotch is a great team to work with: transparent, reliable and genuinely invested in the growth of your company. They are good partners to have by your side."

MJ
Malvika JainCyclop
★★★★★

"The Softscotch team has been a solid partner as our business evolved over the last five years. Unlike most agencies, they have never charged us for work that falls outside the agreement. That is what sets them apart."

IM
Imtiyaz MominHairareus
★★★★★

"Without their knowledge, we would be in a very different place than we are now. Whenever they find something that can be improved, they implement it quickly. I could not be happier with their performance and response time."

AP
Aaron PaulsonBaby Pavilion
★★★★★

"Softscotch goes above and beyond the scope. The time, effort and dedication they put in is like having your own in-house marketing team. They are not just another marketing company."

TM
Tabassum MithaniTRS Care
★★★★★

"We are extremely happy with Softscotch, such an attentive team. No project is too small, and they give their 100%. We are extremely satisfied with their work."

SH
Safiya HafiziSimply Lactation
No black box

You'll always know exactly what we changed.

Plenty of agencies go quiet after the audit and you never quite know what you're paying for. We do the opposite. You get a live view of every change and what it moved, in plain language you can act on.

Your delivery, at a glanceSample
Changes shipped12
Pages reviewed28
StartMidpointNow
Delivery activity✓ Up to date
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Live client dashboard

Every change, score and ranking in one place you can open any time, not a monthly PDF you wait around for.

This week, explainedSample
✓Titles updated
Ready for your review
SSSoftscotch weekly update
0:00
2:00
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Weekly video summary

A short screen-recorded video (Loom) each week walking you through exactly what shipped and what it moved, so nothing is a mystery.

The change is clearSample

Before

Titles30 / 100
Structure42 / 100
Content28 / 100

After

Titles84 / 100
Structure79 / 100
Content90 / 100
Same page. Reviewed changes.
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Before/after score per page

See the exact lift on every page we touch, not a vague "it's improving" you have to take on faith.

Your weekly reportSample
01
What shipped

Approved page updates are live.

02
What we learned

Product details need a review.

03
What happens next

Confirm the next priority pages.

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Plain-English reporting

Clicks, rankings and revenue, explained in words you can act on, instead of a wall of charts about how often you were seen (impression charts.

Your data. Your view.Sample
Organic search
StartMidpointNow
Sample report preview↗
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Reports on demand

Ask for any cut of the data whenever you need it and get it, no waiting for the end of the month.

Every step, visibleSample
  1. ✓
    Proposed

    Softscotch prepares the change.

  2. ✓
    Approved

    Your team gives the go-ahead.

  3. ✓
    Published

    Checked live and recorded.

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Ethical, transparent, always on

One accountable team, strictly white-hat (only methods search engines and platforms allow), no shortcuts and no surprises. Support whenever you need it.

One plan, full-stack access

One Softscotch plan gives you access to the full service stack, coordinated around your priorities.

You do not need a separate agency or retainer for every channel. Your plan can draw from search, paid media, web, ecommerce, outreach, automation, lead generation, messaging, content, creative and operations. The agreed scope sets what is active, in what order and at what capacity.

Pricing approach

One price for everything, not a stack of separate retainers.

You get one price for your whole marketing, not a separate retainer for every service. SEO, paid ads, your website, automations, cold email and newsletters, we run all of it as a single scope, so you get the most result for what you pay. Agencies sell each of these on its own, so the invoice climbs whether or not that line drives a single lead.

Bought separately, service by service

A different agency or retainer for each service. The bill stacks up fast, and keeps climbing whether or not each one moves a single lead.

SEO (technical, on-page, content)$2,000–3,500/mo
Local SEO+$750–1,500/mo
Programmatic SEO+$1,000–2,500/mo
CRO & landing pages+$2,000–3,500/mo
Paid ads (Google & Meta)+$2,500–4,000/mo
Marketing automations+$1,500–3,000/mo
Cold email outreach+$1,500–2,500/mo
Email marketing & newsletters+$750–1,500/mo
Website management & care+$750–1,500/mo
WordPress build & setup+$2,500–6,000 once
10 separate services$12,750–23,500/mo

Plus the one-off build, and a fresh contract, kickoff and onboarding delay for every new service you add.

All of it, one scope

We run your whole marketing as one engagement, so you get the most result for what you pay, not a pile of disconnected invoices.

  • SEO: technical, on-page, content, local and AI search
  • Template-built pages (programmatic SEO), links from other websites (backlinks) and authority
  • CRO and landing pages
  • Paid ads across Google and Meta
  • Automations, cold email and newsletters
  • WordPress build, setup and ongoing care
  • One team, one roadmap and one point of contact
  • Reporting tied to qualified leads and revenue
Everything above. One flat monthly fee.A fraction of the cost of the stack on the left
Plus free access to our own platforms
Post InstantlyVerified WidgetsTrending FunnelsBrands for CreatorsDarnItSEOGoHighLevel

Priced to your site after the audit. No sticker price, and no per-service creep.

What shapes your quote
Site sizePage count, templates and how much of the site actually needs work.
Market competitionHow hard the terms you want to win are, and who you are up against.
Content needsHow much new writing, rewriting and production the plan calls for.
Build complexityYour website platform (CMS, the system you edit your site in), your other tools and how involved the changes are to make.
Final pricing comes after the audit, once we have seen the four things above on your actual site. You get a written scope and a fixed quote before any work begins: no lock-in, no surprise line items, and no upfront number that ignores your market.
Request a custom scope
Questions, answered

Multichannel messaging services FAQs

These answers explain channels, who gets messages, permission, how often, replies, costs, timing, what delivery reports mean and who is responsible for what.

Filter
What is included in Softscotch multichannel messaging services?

Your proposal can include one or more named journeys across chosen email, SMS, WhatsApp, app notification (push) or other supported channels, plus rules on who gets messages, triggers, preferences, contact limits, message versions, replies, handling failures, testing every path before launch, launch checks and reporting. It names the exact platforms, senders, messages, system connections and ongoing work.

Which channels are included?

Only the channels listed in your proposal and supported by your current accounts. Email, SMS, WhatsApp and app notifications each work differently for senders, permission, templates, cost, timing, replies and delivery reports.

When does a multichannel journey make sense?

It makes sense when several channels that people have agreed to receive need to work together around the same customer situation and business purpose. If one channel can do the job clearly, adding more channels isn't automatically better.

What access do you need?

We need the named journey and messaging platforms, views of customer records and triggers, permission and block settings, content, provider delivery logs, reply routes and sample later business results. Launching live is approved separately.

Who decides whether a person may receive a message?

You do. You own the lawful reason for messaging, proof of permission, your subscription policy, decisions about sensitive data and legal advice. Softscotch sets up the approved rules that check whether someone can be contacted right now, and the blocks.

How do you stop people getting too many messages?

We set total contact limits, per-channel limits, priority, quiet hours, holding and expiry rules and exceptions across the included journeys, instead of trusting each provider's separate limits.

What happens when customer data is missing?

Any personal details a message needs are tested with normal, missing, out-of-date, sensitive and unexpected values. The message then uses approved backup content or isn't sent; it never quietly goes out broken.

Who handles replies?

Your proposal names the channels replies come in on, keywords, types of reply, owners, response times and backups. Helpdesk or sales operations work is separate unless listed in your proposal.

Can you guarantee WhatsApp will approve my sender or templates?

No. We can prepare and submit the setup and respond to issues that are raised, but Meta (which owns WhatsApp) and your messaging provider control sender checks, template approval, quality ratings and enforcement.

Do SMS opt-out words like STOP cover every preference rule?

No. The provider's handling of opt-out words is only one part. The system that owns preferences must also receive the change and stop later marketing messages on all the included channels.

Do you support one-click email unsubscribe?

Yes, where your sending setup and the type of message need it (Gmail and Yahoo, for example, require it from large senders of marketing email), the technical work can include the correct one-click unsubscribe headers (List-Unsubscribe and List-Unsubscribe-Post). You keep the decisions on how messages are classed and any legal questions.

What do delivery reports prove?

A send request, provider acceptance, sent status, delivered status and read status (where the channel shows it) are all different. None of them on its own proves someone paid attention, replied, booked, bought or brought in revenue.

Can you run a holdout test?

Yes, when the journey, the eligible group, the number of people, random selection, what the holdout group experiences instead, the main result and the risk of overlap allow a useful decision. Not every program has enough people for this.

What costs are not included in your fee?

Platforms, senders, phone numbers, short codes, registration, verification, per-message charges, templates, CRM or CDP (customer data platform) work, helpdesk work, system connections, translation, production and specialist reviews are separate unless listed in your proposal.

Will you switch on journeys while you're still setting up?

We use draft, manual or limited test modes where the platform allows them. Going live, content, rules, exceptions to contact limits and provider changes all need approval from the named person.

Can you guarantee delivery, replies or sales?

No. Softscotch is responsible for the agreed journey, setting it up, the checks and the reporting. How providers behave, each person's situation, the content, demand, how many replies your team can handle and your sales work all affect results too.

How soon can the first journey go live?

A first tested journey of agreed size is often planned over 2 to 4 weeks once platform access, senders, templates, customer and trigger data, preference rules, content, replies, handovers and approvals are ready. Provider checks and new system connections can add time.

How much do multichannel messaging services cost?

The price depends on the named journeys, channels, rules on who gets messages, message versions, senders, templates, system connections, reply handling, support hours, testing and reporting. Your proposal states the work and any outside costs before launch.

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