It's like an alert system, when for example a customer last mile link goes down (isp setup), instead of customer calling and find all-lines-busy or to hold for long on queue, you could have the customer just send an sms and this will be converted to email (locally reachable server) for relay and an attendant will act accordingly.
Best model would be (if there) a gardet that can support conversion of sms to email to sms, or just sms to email.
An archive of the sms / email can also be stored within the gardet or sent to a syslog server etc.
Something like thet!
Wilson./