Improve Customer Communication with isms Banking Solutions

Transcription

1 Improve Customer Communication with isms Banking Solutions

2 Direct dialogue with customers Standard text messaging is one-way; unlike messages, there is no message trail isms strings messages into two-way dialogues using Bookit s hosted session management platform called the Dynamic Dialogue Matrix (DDM) isms eliminates the need for keywords Standard SMS has weak authentication, whereas isms has strong (two-factor) authentication

3 One button transactions on any BookIT Ltd. is a software and service firm established in 1999 in Finland. BookIT has developed and globally patented unique mobile transaction technology called isms Bookit isms enables easy-to-use SMS dialogues with any mobile phone user anywhere in the globe. Quick and easy customer interactions One-button, multiple-choice response Impressive response rates as high as 76% Works immediately on any mobile phone mobile phone Zero client software required on the phone Works anywhere in the world on any mobile operator

4 Engaging customers with isms 35%-40% response Even as high as 76% Improve customer contact efficiency Engaging customers with Phone, , Direct Mail Very low 1% - 3% response isms Phone call Direct Mail Communication channels Bank IT Systems

5 Integration to CRM Software Quickly establish workflow rules for isms messages and replies Activate the workflow and send isms isms embedded in Microsoft Dynamics CRM workflow Quickly create isms text message with multiple choice questions to fit your business Depending on the answer, the customer can be routed through the relevant sequence of follow-up questions or activities i.e. After all questions, a thank you message is sent. Hello, Sally Thomas. You have a meeting scheduled with Doug Smith at 1:30p on Th 5/17. Text A to confirm. Text B to cancel. Text C to be called

6 isms Fraud Solution Authenticated purchase confirmations with any customer, anywhere in the world

7 isms Fraud Solution Alert Customer Response Confirmation VISA Fraud Alert: Suspect purchases on VISA card XXXX XXXX 1234: $1280 in Singapore and $2560 in Hong Kong. A = Accept these B = Reject C = Please call me B Thank you for your response Your VISA credit card XXXX XXXX 1234 will be deactivated. Reply with option: A = New card to your home address. B = Temporary card to other address.

8 Financial Sector Reference: Luottokunta Leading credit card payment provider in Finland Monitoring payment transactions on 24/7/365 basis Enormous Issue with credit card fraud Also, too many credit cards were renewed weekly when customers couldn t be reached by phone Cost for renewals is $75 per card With isms, suspected fraud info is sent immediately to the cardholder The cardholder can accept or reject charges by replying to text message with a single letter Cardholder can respond at their soonest opportunity Quick and convenient for the customer Luottokunta Credit Card Fraud Alert: We suspect unauthorized charges on your credit card XXXX XXXX 1234: $1280 in Singapore & $2560 in Hong Kong. A = Accept these B = Reject C = Please call me

9 isms Credit Card Solutions Bill Pay, Overdue Notices, Credit Card Renewals, Credit Limit Adjustments, Address Confirmations

10 Bill Pay with isms Bank. Credit card ending in XXXX is due a minimum $20 payment. Reply with one letter: A to pay $20. B to pay $30. C to choose amount D to be called. A Thank you. A payment has been made for card ending in XXXX in the amount of $20. This type of interaction can be used for loans, C.D.'s and other fixed-term accounts, and any bill pay that a customer sets up through their accounts.

11 Overdue notice Automated isms workflow message from Dynamics CRM Dynamics CRM Workflow triggered automated follow up message Dynamics CRM Workflow triggered automated confirmation message Your credit card XXXX XXXX 1234 payment is 7 days overdue. Please respond to this message: A : Please Contact me. B: Request a 15 day extension to due date A Thank you. Our customer service will contact you. Please specify your request: A: I have already paid. B: There are incorrect charges C: I have not received my bill You 15 day extension has been approved. Your new due date is B

12 Credit card renewals Automated isms workflow message from Dynamics CRM Reply A to Dynamics CRM Dynamics CRM Workflow triggered automated confirmation message Your credit card XXXX is due for renewal. You can upgrade to a gold level for a $5 monthly fee. Text A to accept Text B to decline upgrade, renew card Text C to be called A CONFIRMATION. You should receive your Gold Card within 2weeks. Thank you, Your Bank.

13 Confirm Delivery Address isms workflow activated in Dynamics CRM Automated isms workflow message from Dynamics CRM Dynamics CRM confirmation message to reply A isms embedded in Microsoft Dynamics CRM Send Your credit card XXXX XXXX 1234 account will be cancelled and replaced. Your new card will be send to your home address. A: send to current home address B: change the address C: need a temporary credit card A CONFIRMATION. You should receive your Gold Level Card within two weeks. Thank you, Your Bank.

14 Account Status, Raising Credit Limit Automated workflow triggered ISMS message from Dynamics CRM Follow up message to reply A to Dynamics CRM Dynamics CRM Workflow triggered automated confirmation message Your credit card XXXX XXXX 1234 account status today $4800. Credit limit $4950. If you like to raise your credit limit reply to this message with A = Raise my credit limit You wish to raise your credit card XXXX XXXX 1234 credit limit. Please choose from the credit limit options below and reply to this message with single letter. A: $8000 B: $10000 Your credit card XXXX XXXX 1234 new credit limit approved. New Credit limit $8000

15 isms Marketing Solutions Promote new products and services through Mobile marketing campaigns

16 Pull marketing campaign with isms GOLD The customer then receives an offer message in response. Customer spots an advertisement with a keyword and short code Special Offer: Gold Level Credit Card with 0% APR for a year, 2x rewards miles. $5/month fee. Text A accept Text B decline Text C call me The customer accepts and then is asked to enter billing info or receive a call from a representative

17 VIP offers Bank Sponsored Events: Fill events last minute Event registrations Deliver mobile tickets Reminders Cancellation procedures Full booked notifications

18 Additional isms Solutions Automated meeting confirmations and customer satisfaction surveys

19 Confirm Meetings with isms Hello, Sally Thomas. You have a meeting scheduled with Doug Smith at 1:30p on Th 5/17. Text A to confirm. Text B to cancel. Text C to be called. A Hello, Sally Thomas. Your meeting with Doug Smith at 1:30p on Th 5/17 has been CONFIRMED. Thank you.

20 Customer Satisfaction Survey You visited our branch today. Please give feedback how satisfied you are with the service you received. A: Very satisfied B: Satisfied C: Not very satisfied B Y Thank you for your feedback. Please give your feedback with free text reply how we can improve our service C Thank you for taking the time to give us feedback. Pls enjoy a cup of Starbuck s coffee on us. CODE: XXXX Please give your feedback why you are not very satisfied with the service you received. A: Quality of service B: Friendliness 20

21 Success stories and partners

22 Pull Push BookIT isms is unique (40 patents) Standard SMS - Limited to one way notifications BookIT isms - Two-way - Device independent -- Easy to Use Passive Interactive Keyword based - Difficult to use Device dependent - Impractical to manage

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