Omni-Channel Customer Communication System — troy GmbH

Project Overview

I was the main author of the complete outgoing communication system used across troy GmbH's client portfolio. This system handled all customer communications across multiple channels:

Physical Letters

Generated pixel-perfect PDFs from Google Docs templates with dynamic data injection. The system handled the entire pipeline from template selection to print-ready PDF generation, handing off programmatically to a print & mail fulfillment partner. No one at troy ever touched a physical letter.

HTML Emails

Designed and implemented responsive email templates with CSS media queries that adapted the layout for both mobile and desktop clients. The system ensured consistent rendering across all major email clients.

SMS Notifications

Integrated short-form automated SMS notifications into the same communication pipeline, allowing for timely customer alerts and reminders.

Technical Implementation

• Backend: Kotlin with Spring Framework
• Template System: Google Docs API integration
• PDF Generation: Custom rendering engine for pixel-perfect output
• Email Delivery: Responsive HTML with comprehensive client testing
• SMS Integration: Third-party SMS gateway APIs
• Print Fulfillment: Automated handoff to printing partners

This system became critical infrastructure for troy GmbH, handling all customer communications across their entire client portfolio.