# Case study: CPaaS route dispute resolution (anonymized)

> Last updated: 2026-06-12. Industry: SMS hub / CPaaS · Region: Europe

## Situation

A mid-size CPaaS provider received repeated enterprise customer complaints: OTP SMS showed as delivered in the supplier portal, but end users did not receive codes on specific routes. Internal teams could not reproduce the issue consistently using DLR logs alone.

## Approach

The CPaaS team deployed TrustRouting on three Android test handsets with local SIMs in the affected markets. They replayed production-like OTP traffic through the same suppliers and captured handset-level records including arrival time and SMSC metadata.

## What TrustRouting showed

- One supplier trunk consistently reported delivery while handset capture showed delayed or missing arrival on a subset of sends
- SMSC values on disputed messages did not match the expected domestic route for two destination ranges
- Exported XLSX evidence was shared with the supplier — independent of the hub’s own platform logs

## Outcome

- Supplier acknowledged a routing misconfiguration on a secondary path
- Time to close escalations dropped from multi-week email threads to a single evidence-backed review
- QA team kept the handsets in rotation for regression checks after supplier changes

## Relevant capabilities

- Real-device SMS capture · SMSC metadata · XLSX export · Multi-device fleet · [AI Analyst](https://trustrouting.com/ai-analyst) for grey-route and SMSC pattern summaries

## Next steps

- [Product overview](https://trustrouting.com/product)
- [Solutions for CPaaS](https://trustrouting.com/solutions/cpaas)
- [Start trial](https://trustrouting.com/install)