IDENTIFYING THE CHALLENGES

Just like companies in many other industries, mobile operators bear a significantly high cost for missed appointments (such as the delivery of a new handset or a visit by an engineer who needs access to a building). In addition, customers increasingly want to be consulted rather than dictated to about the timings of visits or deliveries.

EXPLORING THE SOLUTIONS

Interactive Customer Messaging uses a managed interactive voice capability to keep customers updated about engineering visits or fault resolution, contract renewals, upgrades or late payments. The solution can be used to send interactive messages to customers and employees, and allows them to respond in real time. It can be integrated with other CRM applications to optimise customer interaction with targeted, scheduled reminders and offers.

ICM also provides a management interface that ensures that outgoing messages are targeted and the responses are captured.

REAPING THE BENEFITS

• Reduces the cost of missed appointments or visits
• Enables more user-focused marketing
• Improves cash flow by reminding customers about late payments