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Case Study: SMS based Customer Care & Marketing Solution via Short Code SMS Services

  • Background:

    A leading DTH provider in India wanted to implement bulk SMS based system, using which customers can fetch information pertaining to their account and also send them informational alerts based on their account activities.

  • Business Requirement:
    1. SMS based solution for handling customer queries instantly
    2. Automation in most of customer service activities like Account Recharge, balance check, Service/Package activation, etc via SMS medium
    3. Promoting various packages or discount offers to existing as well as prospective customers
  • Our Solution:
    1. Short Code Management – Support for 16 keyword-based two-way customer touch points over SMS including Account activation, Balance Top-ups, Contest & Polls, Dealer Locator, Service activation and Mobile-content order.
    2. Promotional Solution with real-time monitoring of Customer responses
  • Benefits:
    1. Automation of many customer service processes resulted in reduction of Average Response Time & substantial increase in the efficiency of the processes
    2. Substantial reduction in customer care cost, due to automation of various user activities