| |
Consumers require ubiquitous access to information and services regardless of their geographical
location. Mobile devices offer the comfort of anytime connectivity and information access and fit very well into
their present lifestyle. The use of CRM in the mobile world can magnify the efficacy of your services to your
customers by reaching them anytime and at any place. MobiPro Connector
is a solution that offers m-CRM using SMS and therefore can work with the
existing mobile phones of your customers. This extends the reach of an m-CRM solution to customers carrying ordinary mobile
phones and adds a new dimension to their usage of SMS. MobiPro Connector offers an interface between your backend applications and your customers through
their mobile phones.
MobiPro Connector integrates with your backend database(s) and enables customers to transact using
their cell phones as front-ends to self-service systems that deliver a subset of
functionalities offered by websites or call centers. These functionalities include pre-sales support, post sales
technical/breakdown support and customer service. You can provide your clients the comfort of using their cell phones to
enquire for information and have it delivered over SMS without any human
interaction. A typical example would be that of a customer calling for a
product-related enquiry. The enquiry is captured in your system and messaged or forwarded to the concerned
individual(s) to take appropriate action to fulfill the request. After order placement, the customer can check the status of its
fulfillment by messaging a query to MobiPro Connector,
which would then fetch relevant details from the database and deliver it to the
customer over SMS.
|
Product Features
- Add information - Customers
can add information over SMS to databases that could initiate a service request
or facilitate the processing of earlier requests. This could be as simple as a customer messaging his name and flight
details to book air tickets. This could initiate a set of processes to personalize the booking by reserving his
preferred choice of ticket based on checking his previous travel records. Booking an executive class seat, his preferred hotel at the
destination together with his preferred, pool facing room, continental cuisine
for dinner and an airport pickup. So
each time a customer wants to book his tickets, he enters only his name and
flight details and relaxes assured that bookings would be made, as he requires.
- Select information -
Customers do not have to wait on the phone for a call-center operator to receive
their call. Customers can regularly
check the status of service requests by messaging the customer care center.
Replies would be received as SMS on their mobile phones.
Take a typical case of a customer who checks for the status of readiness
of his car, which he has handed in for a service. By messaging in his car number, he would receive the status of readiness
along with details of any extra work that is being carried out, and the cost of
such work.
- Update information - As
stated in the earlier example of booking tickets, customer records may be
maintained by travel agents to ease the process of ticket reservations.
If customers need to change their preferences, they would be able to do
so by messaging the changes to the travel agency. For example, a change in the class of travel or frequent flyer status, or
change in preferred cuisine. Updates
may be carried out at the customer’s convenience, and without need for any
human interaction.
- Alerts - This feature keeps customers informed anytime,
anywhere. Commercial airlines that
accept freight can alert their customers about document discrepancies that need
to be attended to immediately. This
will help customers to take up proactive measures and avoid unnecessary delays.
Or in case of a service company, alerts could be sent to customers to
pickup goods stating the completion of service.
- Broadcasts - The broadcast feature allows a single message to
be delivered to multiple recipients at the same time.
When customer queries need to be attended by multiple individuals, the
call center can broadcast the message to the concerned individuals without
having to waste time and resources on voice calls.
|
Product Benefits
- Mobile component to your database for customers to access and update information anytime, anywhere.
- Pre-sales support for clients to request for product details to be delivered over SMS
- Post-sales technical
and breakdown support - Provide instant service to customers on receipt of SMS
and avoid inconvenience and expensive voice calls
- Customer service -
Support your customers anytime giving them access to your database
- Cost-effective -
Reduction in the cost of voice calls and employing human customer service
representatives.
|
PricingWe will be glad to share details of pricing with you on request.
|
|
|
