A SaaS platform launches local numbers in 40 countries through one API

The Customer - A customer-engagement software company headquartered in Western Europe, providing cloud telephony, SMS and contact-centre tooling to around 6,000 business customers, most of them small and mid-sized companies selling across borders.

The Situation - The platform offered local numbers in nine countries, each through a different carrier integration built over several years. Adding a country meant a new commercial agreement, a new API integration, and learning that country's KYC rules by trial and error. Customers were asking for numbers in markets the platform did not serve, and competitors were advertising coverage in dozens of countries. Provisioning in the existing countries took between one and five days because documents were passed by email between the customer, the SaaS provider and the carrier, and numbers were occasionally reclaimed after activation when an end-user's documentation turned out to be incomplete.

The Challenge - The customer wanted to offer local and toll-free numbers in at least 40 countries within six months, provisioned through its own product with as little human intervention as possible, while remaining fully compliant with each country's end-user KYC, address-verification and emergency-calling requirements. The engineering team was small and did not want to build or maintain forty carrier integrations. Existing numbers in the nine live countries had to be ported without customer disruption, and the whole thing had to work for end users who were themselves in dozens of countries and often ordering numbers in a country where they had no office.

What We Did - Dollu provided a single numbers API covering search, order, configuration, porting and release, backed by our operator relationships and regulatory processes in each country. For each of the 40 markets we mapped the exact end-user documentation and address requirements, encoded them as structured requirement sets returned by the API, and built a document-submission and verification flow that the customer surfaced directly in its product, so an end user ordering a Spanish number sees the Spanish requirements at order time rather than in an email a day later. In the 28 countries where regulation permits, verified end-user profiles allow instant provisioning; in the stricter markets the API returns a realistic timeline and status updates. Emergency-calling address records are captured per number where required, and outbound presentation rules for CLI are enforced per country. Existing numbers in the nine legacy countries were ported to Dollu in scheduled batches with the SaaS provider's SIP configuration tested in advance, and voice was terminated to the platform's SBCs over redundant SIP trunks from our London and Frankfurt PoPs.

The Results - Local numbers went live in 40 countries within five months, with toll-free numbers in 24 of them. Average provisioning time in the 28 instant-provisioning countries fell from days to under a minute, and in the remaining markets from an open-ended email process to a tracked, predictable one. Number reclaims after activation dropped to zero over the following two quarters, since documentation is validated before a number is allocated. The customer retired all three of its regional carrier integrations, reducing telephony code and vendor management substantially, and reported that international numbering moved from its most common pre-sales objection to a selling point. Coverage has since been extended to a further 15 countries on the same integration.