This document discusses using SMS (Short Message Service) for business communications. It provides examples of how SMS can be used for appointment reminders, shipping notifications, customer surveys, marketing campaigns, and more. The document also includes case studies of companies that implemented SMS solutions to reduce call center volumes, improve customer satisfaction, and increase sales.
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SMS notifications for your business
1. Delivering Cloud Communications since 1991 !
SMS
Communications
Tailor-made
phone solutions
(SMS & VOICE)
SMS
Notifications
SMS notifications for your web shop made easy
2. Delivering Cloud Communications since 1991 !
Agenda
1. What is an SMS ?
2. Why you may want to use an SMS to contact customers ?
3. What are the applications for your company ?
4. What else can you do with an SMS?
2
3. Delivering Cloud Communications since 1991 !
What is an SMS?
• SMS = Short Message Service
• Contains Text
• It can contain links (url) to your website
• It can contain text variables from your
CRM or ERP
• 160 signs per SMS, Maximum 5 SMS
• You can send a long SMS or a concatenated SMS, 1 message
composed with more text messages of 160 signs each
• An SMS can be send from a mobile phone to another
• An SMS can also be send from an SMS application to a mobile
phone and conversely
1
4. Delivering Cloud Communications since 1991 !
Proven technology
Cloud
Communications
Why you may want to use an SMS to contact
customers ?
Stable
Cheap
Avoid call to customer or customers do not call
One number – one owner that can be identified
No data connection needed – mobile
network is sufficient
SMS open rate is 97% (e-mail is 10 to 30%)
Rate of SMS being remembered is 60%
Sending and Delivery Status are available
5. Delivering Cloud Communications since 1991 !
Phone self-service
inbound
One-Time
Password
Appointment
reminders
Alerts & notifications
Automated
helpdesk
Satisfaction
survey
Automated call
campaigns
Debt collection
Crisis
communication
Contest & voting
Direct marketing
Cloud
Communications
Shipping
notifications
Call Centre
optimization
What are the applications for your company ?
6. Delivering Cloud Communications since 1991 !
Phone self-service
inbound
One-Time
Password
Appointment
reminders
Alerts & notifications
Automated
helpdesk
Satisfaction
survey
Automated call
campaigns
Debt collection
Crisis
communication
Contest & voting
Direct marketing
Cloud
Communications
Shipping
notifications
Call Centre
optimization
What else you can do with an SMS ?
7. Delivering Cloud Communications since 1991 !
SMS Notification Solution
Challenge :
• Telenet wants to reduce the number of calls to their Call
Centre in order to better use agent’s time
Solution Provided :
• Set up an outbound SMS-/automated call system allowing
Telenet to proactively inform their customers
Advantages, results, ROI for Telenet :
• Reduce the number of calls to the Contact Centre
• Increase customer satisfaction
• Easy implementation
8. Delivering Cloud Communications since 1991 !
Phone self-service
inbound
One-Time
Password
Appointment
reminders
Alerts & notifications
Automated
helpdesk
Satisfaction
survey
Automated call
campaigns
Debt collection
Crisis
communication
Contest & voting
Direct marketing
Cloud
Communications
Shipping
notifications
Call Centre
optimization
What else you can do with an SMS ?
9. Delivering Cloud Communications since 1991 !
Phone self-service
inbound
One-Time
Password
Appointment
reminders
Alerts & notifications
Automated
helpdesk
Satisfaction
survey
Automated call
campaigns
Debt collection
Crisis
communication
Contest & voting
Direct marketing
Cloud
Communications
Shipping
notifications
Call Centre
optimization
What else you can do with an SMS ?
10. Delivering Cloud Communications since 1991 !
SMS Appointment Reminder and Notifications
Challenge :
• VOO needs to send SMS messages to Customers that can answer back
Solution Provided :
• Setup an outbound SMS/automated call system directly connected to
ERP
• Offer Special tool in order to smooth the SMS sending rate during VOO
contact-centre opening hours to avoid peaks in # of calls / answers
Advantages, results, ROI for VOO :
• Unique tool for users – fully integrated in the ERP
• Smoothing cloud based tool avoiding peaks fully managed by VOO
• Statistical results of the operations
• ROI on several applications (Debt collecting, Appointments…)
• Improve appointment attendance with technicians for
installation/repairs
11. Delivering Cloud Communications since 1991 !
Phone self-service
inbound
One-Time
Password
Appointment
reminders
Alerts & notifications
Automated
helpdesk
Satisfaction
survey
Automated call
campaigns
Debt collection
Crisis
communication
Contest & voting
Direct marketing
Cloud
Communications
Shipping
notifications
Call Centre
optimization
What else you can do with an SMS ?
12. Delivering Cloud Communications since 1991 !
Phone self-service
inbound
One-Time
Password
Appointment
reminders
Alerts & notifications
Automated
helpdesk
Satisfaction
survey
Automated call
campaigns
Debt collection
Crisis
communication
Contest & voting
Direct marketing
Cloud
Communications
Shipping
notifications
Call Centre
optimization
What else you can do with an SMS ?
13. Delivering Cloud Communications since 1991 !
Multi-Channel Debt Collection System
Challenge :
• EDF Luminus needs to reduce the number of payment
reminders they send to customers
Solution Provided :
• Set up a fully integrated solution for different channels
• EDF Luminus delivers a file via ftp and platform sends
SMS, Voice or e-mail notifications according to a
predefined process
Advantages, results, ROI for EDF Luminus :
• Fully automated solution
• Quick and cost effective solution
• Proven result : 30% less invoice reminders sent
14. Delivering Cloud Communications since 1991 !
Phone self-service
inbound
One-Time
Password
Appointment
reminders
Alerts & notifications
Automated
helpdesk
Satisfaction
survey
Automated call
campaigns
Debt collection
Crisis
communication
Contest & voting
Direct marketing
Cloud
Communications
Shipping
notifications
Call Centre
optimization
What else you can do with an SMS ?
15. Delivering Cloud Communications since 1991 !
Phone self-service
inbound
One-Time
Password
Appointments,
reminder
Alerts & notifications
Automated
helpdesk
Satisfaction
survey
Automated call
campaigns
Debt collection
Crisis
communication
Contest & voting
Direct marketing
Cloud
Communications
Shipping
notifications
Call Centre
optimization
What else you can do with an SMS ?
16. Delivering Cloud Communications since 1991 !
SMS shipping notifications to reduce number
of undelivered parcels
Challenge :
• Reduce the number of undelivered parcels due
to customers’ absence.
Solution provided :
• Set up a shipping notification solution by SMS.
• Consumers are notified before the arrival of
their parcels.
Advantages, results, ROI for 3 Suisses :
• Decrease number of non retrieved orders.
• Increase customer satisfaction
• Increase 3 Suisses service quality level.
• Decrease number of calls to 3 Suisses call centre
regarding delivery problems.
17. Delivering Cloud Communications since 1991 !
Voice notifications sustain logistics at furniture
company
Challenge :
• Company delivers every day all sorts of furniture
to its customers. They do not want customers
being absent.
Solution provided :
• Few days before the delivery date, customer
receives an automated phone call with delivery
date and hour.
• Furthermore, customer receives amount to pay
and practical information (parking space needed,
payment methods...)
Advantages, results, ROI for Company :
• Avoid customers being absent
• Prepare customers for payment
• Reduce employee time at customer premises
18. Delivering Cloud Communications since 1991 !
Phone self-service
inbound
One-Time
Password
Appointment
reminders
Alerts & notifications
Automated
helpdesk
Satisfaction
survey
Automated call
campaigns
Debt collection
Crisis
communication
Contest & voting
Direct marketing
Cloud
Communications
Shipping
notifications
Call Centre
optimization
What else you can do with an SMS ?
19. Delivering Cloud Communications since 1991 !
Phone self-service
inbound
One-Time
Password
Appointments,
reminder
Alerts & notifications
Automated
helpdesk
Satisfaction
survey
Automated call
campaigns
Debt collection
Crisis
communication
Contest & voting
Direct marketing
Cloud
Communications
Shipping
notifications
Call Centre
optimization
What else you can do with an SMS ?
20. Delivering Cloud Communications since 1991 !
Lampiris satisfaction survey via SMS
Challenge :
• Lampiris wants to evaluate service level in call center
• Contact customer directly with 1 SMS and 1 short question
Solution Provided :
• SMS Gateway to send question and receive answer
• Small question to evaluate service
• Grade service quality from 1 to 10
Advantages, results, ROI for Lampiris :
• Message sent automatically after the call
• Answers received directly in one Database
• Results directly displayed in system on graphs
• Ease of use for Lampiris and customers
21. Delivering Cloud Communications since 1991 !
Phone self-service
inbound
One-Time
Password
Appointment
reminders
Alerts & notifications
Automated
helpdesk
Satisfaction
survey
Automated call
campaigns
Debt collection
Crisis
communication
Contest & voting
Direct marketing
Cloud
Communications
Shipping
notifications
Call Centre
optimization
What else you can do with an SMS ?
22. Delivering Cloud Communications since 1991 !
Phone self-service
inbound
One-Time
Password
Appointments,
reminder
Alerts & notifications
Automated
helpdesk
Satisfaction
survey
Automated call
campaigns
Debt collection
Crisis
communication
Contest & voting
Direct marketing
Cloud
Communications
Shipping
notifications
Call Centre
optimization
What else you can do with an SMS ?
Discount
Codes
23. Delivering Cloud Communications since 1991 !
Send numerous discount codes to customers
Challenge :
• Company Webshop Sales figures drop
• Need to activate existing customer database with
discount codes
Solution Provided :
• A discount is sent via SMS
• SMS Mailer sends SMS’s out to all customers who left
their phone numbers
Advantages, results, ROI for Company :
• Increase customer satisfaction and loyalty
• Improve Company Sales Figures
• Sell unsold inventory
24. Delivering Cloud Communications since 1991 !
Phone self-service
inbound
One-Time
Password
Appointment
reminders
Alerts & notifications
Automated
helpdesk
Satisfaction
survey
Automated call
campaigns
Debt collection
Crisis
communication
Contest & voting
Direct marketing
Cloud
Communications
Shipping
notifications
Call Centre
optimization
What else you can do with an SMS ?
25. Delivering Cloud Communications since 1991 !
Phone self-service
inbound
One-Time
Password
Appointments,
reminder
Alerts & notifications
Automated
helpdesk
Satisfaction
survey
Automated call
campaigns
Debt collection
Crisis
communication
Contest & voting
Direct marketing
Cloud
Communications
Shipping
notifications
Call Centre
optimization
What else you can do with an SMS ?
Transaction
Completion
26. Delivering Cloud Communications since 1991 !
SMS Notifications to customer to complete its online
buying process
Challenge :
• A customer/prospect puts items in its e-shop basket
• He doesn’t complete its buying process
Solution Provided :
• Company Webshop System collects information about
abandoned transactions
• SMS Gateway platform sends a reminder with detailed
information of what remains in the basket
• Company offers a discount code on what is in the
basket
Advantages, results, ROI for BPost :
• Increase conversion rate
• Collect information about buying process
• Know what customers/prospects like on your
webshop
27. Delivering Cloud Communications since 1991 !
Automated
phone
applications
VOICE
& SMS
notifications
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Delivering Cloud Communications since 1991
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for your
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