The problem with running client email on a tool that will not answer you
Magnified Media sells outcomes, not software. The agency helps local businesses get found and get customers, using SEO, GEO, digital marketing, and targeted PPC. Email sits inside that work: newsletters and customer updates that keep a local business in front of the people who already know it.
Before Mailsoftly, that work ran on Mailchimp and other email services. For an agency, the math on an email platform is different than it is for a single business. Every account is another login, another bill, and another place where a problem can surface on the morning a campaign is due.
And when the agency is the one who recommended the tool, every one of those problems arrives with the client's name attached.
Why they moved
Adam Duran, Magnified Media's Marketing Director, gives a short answer for why the agency chose Mailsoftly: Alkan, and ease of use. The first half of that is the founder, and the support relationship that comes with him. The second half is the product doing what an agency needs it to do without a training day in front of it.
That combination is what makes a platform safe to hand to a junior on the team, or to a client who wants to look at their own reporting. An agency cannot afford a tool that only one person knows how to drive. It is also the short version of what Mailsoftly looks like for a marketing agency.
What changed
The thing Adam names as better is not a feature. It is the answer time. In his words, what Mailsoftly made easier was "access to top of the line customer support that is responsive and fast."
For an agency, that is the whole ballgame. A client's send goes out on the client's schedule, not the platform's. When something needs a second pair of eyes before it reaches a real list, waiting days for a support reply is not a minor inconvenience, it is a conversation the agency has to have with the client. Support that answers quickly is what lets Magnified Media stake its own client relationships on the platform it picked.
The second reason is plainer. Cost matters more, not less, when the same platform has to carry an agency's own sends and the accounts it manages. If that is the live question, how Mailsoftly compares with Mailchimp lays the two side by side.
Adam's summary of what he would tell another business is the shortest version of the case.
They have better customer support and are cheaper. Total no-brainer.
Marketing Director, Magnified Media
Where the agency is now
Today Magnified Media runs newsletters and customer updates on Mailsoftly, for itself and across the client accounts it manages.
