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Duravit Egypt wanted to improve its customer experience by automating SMS notifications tied to its maintenance reservation process. When a service appointment was booked, modified, or completed, customers should receive an automatic notification — on time, with the right information, in the right format.
The existing maintenance reservation platform was the obstacle. It was a legacy system with no API layer and no integration capability. The only option was to work with its database directly — but that came with a constraint: the system could not be modified. Any change to the platform itself was off the table.
This left Duravit with the following integration gaps:
- No mechanism to trigger SMS messages from within the platform - No way to customize the content of notifications - No control over message timing, format, or delivery logic - Complete dependence on manual or semi-manual communication processes
Without an integration layer, Duravit could not deliver the automated, personalized customer experience its service operation required.
QueuesHub designed and deployed a custom Cloud Data Connector — an integration middleware component that operates independently of the legacy platform while reading from its database.
The connector runs as a scheduled service with a configurable execution interval. At each scheduled run, it executes a configurable SQL query against Duravit's on-premise maintenance database to retrieve the relevant reservation records. The query logic — what data to fetch, what conditions to apply — is fully configurable by administrators, giving the business team the flexibility to adjust what triggers a notification without requiring code changes.
The retrieved records are validated and transformed into the message format required by Vodafone's cloud SMS API. This transformation layer includes full message content control: the body of the SMS is configurable through templates, allowing Duravit to customize what customers receive based on the type of reservation event.
The transformed payload is pushed to Vodafone's cloud SMS gateway via secure API calls, triggering the SMS delivery to the customer's phone number. The connector handles authentication, error handling, retry logic, and delivery confirmation logging.
A lightweight admin interface allows Duravit's operations team to view connector status, review recent runs, adjust scheduling intervals, modify SQL queries, and update message templates — all without engineering involvement.
The entire customer notification workflow for maintenance reservations is now automated — from reservation event to SMS delivery — without any manual intervention.
Duravit's team can now craft and update the SMS messages customers receive, aligning notification content with their service standards and brand voice, without waiting for a development cycle.
Eliminating manual messaging freed operations staff from a time-consuming communication task, allowing them to focus on service quality rather than notification logistics.
Customers receive timely, relevant notifications about their maintenance reservations, reducing missed appointments and improving service satisfaction.
The connector operates entirely outside the legacy platform. No modifications were made to the source system, preserving its stability while delivering the integration capability the business needed.
The connector design is not specific to SMS. The same architecture can be extended to integrate with email gateways, CRM platforms, or other cloud services — giving Duravit a reusable integration foundation for future automation.