Monday, May 18, 2009

Enterprises turn to SMS - Sybase 365 article (2sms reference)

The unrivalled global usage of mobile messaging is becoming increasingly attractive to enterprises as a generator for new revenue streams as well as providing value added services for end-users. More and more are embracing SMS, as a new and effective medium to reach their customers.

An example of how SMS can lead to cost reduction and increased customer satisfaction: An electronics manufacturer using SMS to lessen the burden on their call center for returned and warranty goods. This company has a single return center and a single phone number that customers can call. When an appliance breaks down, the customer calls the 800 number; the operator takes the appliance serial number and asks the customer to send the item to a specific address for repair. The customer sends it, then calls to see if it was received; then calls again to see if it is being fixed, then calls again to ask when it will be shipped back to them.

By using SMS, the customer sends a text message to the repair group with the appliance serial number; they get a return SMS message that gives them the address to which the item must be sent. When the item is received, the repair center confirms via an SMS alert to the customer and when the item is repaired the customer receives an SMS alert with the tracking number for the return shipment.

What is the difference? A minimum of five phone calls at the cost of $6 per minute versus five SMS messages with a total cost of about $0.25. Other benefits to the enterprise and the customer include reduction in call wait times and increase in customer satisfaction.

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