TeleMessage Multi-Alert Application Samples

Transcription

1 TeleMessage White Paper November TeleMessage Multi-Alert Application Samples Communicating effectively with customers, partners, suppliers and employees distinguishes your company from the rest by creating a unique competitive advantage. TeleMessage Multi-Alert enables you to facilitate real-time message delivery to wired and wireless devices, including landline phones, mobile phones, fax machines, SMS, , instant messengers and pagers, while leveraging your investment in database, call center and enterprise application technologies. The service allows companies to overcome their communication barriers by automating complex communication processes, which will boost productivity, reduce operating costs and see an immediate return on investment. Page 1 of 1

2 Table of Contents Topic Page Introduction... 3 Goal... 3 Emergency Management Application Samples... 4 Travel Application Samples... 5 Logistics & Transportation Application Samples... 6 Publishing Application Samples... 7 Telecommunications Application Samples... 8 Utilities Application Samples... 9 Retail Application Samples Education Application Samples Healthcare Application Samples Financial Services Application Samples Page 2 of 2

3 Introduction TeleMessage s Multi-Alert Service enables you to add a more pro-active customer care approach, with a highly customizable multi-channel notification service. The Multi-Alert service enables you to automate routine messages and processes with fully interactive voice and text communications. TeleMessage Multi-Alert enables you to facilitate real-time message delivery to wired and wireless devices, including landline phones, mobile phones, fax machines, SMS, , instant messengers and pagers, while leveraging your investment in database, call center and enterprise application technologies. The service allows companies to overcome their communication barriers by automating complex communication processes, which will boost productivity, reduce operating costs and see an immediate return on investment. Features TeleMessage s comprehensive, carrier class UMS solution is tailored for corporate and call center needs, allowing more flexibility than any other messaging solution. Multi-Alert offers these unique features: Multi channel delivery Devices include: landline phones, mobile phones, fax machines, SMS, , instant messengers and pagers. You can even send chasing messages with escalation rules. Now you can communicate with your customers through multiple devices. Companies can also leverage customer information by delivering automated targeted campaigns and nurture viral marketing with instant transactions. Interactive response Customers can interact with the system and return numeric, textual or voice replies. They can create instant transactions by entering or asking for more information, transfer calls as well as, being forwarded to a call center. You can also send voice interactive SMS messages with a callback to a virtual call center via IVR. Dynamic content Send voice, text, image or interactive messages with varying data. Incorporate a one-to-one personalized touch. You can even use multilingual alerts so each recipient will get the care he expects. Track delivery Get real time reports on the status of message alerts, their delivery and user responses. Deliver this information to data systems, and analyze it for further personal treatment. Seamless integration Use integrated input through XML, HTTP, SMTP, SNMP, Database triggers, Web or manual entry to incorporate Multi-Alert into your solution. Pass and receive all information in a secure manner maintaining authorized access, user privacy and data protection. Fully customizable TeleMessage s Multi-Alert platform can be easily adapted to your needs - we will help you: - Change telephone call flows with questions, menus and logic. - Define fax, , SMS, Instant Messenger and pager templates. - Combine text and voice in SMS messages. - Customize your Web and WAP look and feel. - Tailor status and reports that meet your needs. - Connect to your current systems or call center. All this and more is done in a fraction of time. Enabling you fast, tangible results, with low efforts and investment. Goal The purpose of this paper is to explore the applications and benefits of implementing TeleMessage Multi-Alert automated two way alert and response system. Discover the tremendous power of highly tailored, actionable notification services and understand the application, capabilities and features of TeleMessage Multi-Alert. Covering numerous fields where companies and organizations can automate many significant business processes and improve the way they communicate with customers, employees, suppliers and partners, suppliers and employees. Page 3 of 3

4 Emergency Management Application Samples Deliver emergency notifications to emergency personnel, law enforcement and other government officials via interactive telephone call, wireless text, , fax and instant messaging. Send notifications and warnings for many events: Security warnings distribution Acts of Terrorism and Bioterrorism information distribution Critical Response Team activations Intrusion detections Evacuation notices Missing child alerts Health warnings Food and drug recalls Criminal Control and Criminal or suspicious activity notifications Large-scale power outages Natural disasters Severe weather communication Raging Fires Environmental hazards More Effective Communications Automatically contact any number of people with time-critical information quickly and effectively. Send one message and reach your entire contact list on any device, enabling decisive action. Send chasing messages with Escalation Rules to find people wherever they are. Flexible Communications Platform Launch numerous applications quickly and cost effectively using TeleMessage easily configurable service. Better Contact Information Maintain current contact information by making it easy for key constituencies to update their contact information and share it with other people and applications. Interactive Capabilities Leverage interactive two-way capabilities to collect responses to automatically perform actions and better coordinate activity. Page 4 of 4

5 Travel Application Samples Proactive Flight Notifications Deliver real-time voice and text alerts automatically for flight delays, cancellations, recommendations, gate changes, baggage claim, arrivals and more. The customers can be given options to book a reservation on the next available flight, forward the alert with a personal message to others, or connect to a reservation agent. Seat Upgrades Provide customers with seat upgrade offers and immediately process responses. Premier Frequent Flyer customers can get automated with special upgrades like "We are pleased to announce that a first class seat upgrade is available for you on Flight #459 to Los Angeles on July 4. If you would like to accept this upgrade, press 1." The responses to the messages will automatically update the backend CRM or database system and be available for agents. Baggage Control and Recovery Inform shippers, brokers and customers of delays or schedule changes. Locate customers quickly without delaying flights or relying on airport-wide paging systems. Inform customers on status and location of lost luggage. Give customers awaiting cargo notifications a message notifying them that their package has arrived. And verify receipt of luggage once delivered. Lower Customer Support Costs Reduce communications costs through outbound automation and ensure customers get valuable information that eliminates the need to contact the reservations center. Higher Customer Satisfaction Communicate proactive information that saves customers time at the airport and build loyalty. Deliver a high-quality message with guaranteed consistency every time a customer is contacted. Promotions Now you can retain customers and offer them promotions at the same time: Notify Frequent Flyer customers when they reach a specified mile limit and offer them associated items to buy to redeem their miles. Notify corporate customers of group travel discounts, package deals, and business travel specials and allow them to immediately connect back to your call center (or simply use the telephone keypad) to take advantage of the offers. Market discounted fares and promote travel packages to customers who have requested information, provide personalized messages that enable the customer to request more information and even sign up automatically. "Dear Jack Cavelier, We are pleased to announce that we have flights to Chicago this weekend for $79. Press 1 if you would like to make a reservation; Press 2 if you would like to forward this to family or friends." The customer can also add comments and forward the offer to others, bringing new customers to your company. The person who receives the forwarded message has all the same interactive response options of the original message and the ability to connect back to your call center! Crew Notifications Create an enterprise-wide messaging solution that improves operational efficiency and lowers costs through improved communications across all flight, ground and maintenance crews Greater Customer Reach Contact large numbers of customers with personalized information that previously was impossible to deliver using a reservations center. More Efficient Operations Significantly reduce or eliminate entirely the use of reservations agents for outbound applications, enabling them to focus on inbound customer service and revenue generation. Page 5 of 5

6 Logistics & Transportation Application Samples Shipment Status Notification Inform customers or distributors when shipments leave the warehouse, are loaded on trucks, or reach customs. Interactive response mechanism allows recipients to request future updates, acknowledge delays, etc. Appointment Scheduling Interact with customers using automated calls to schedule appointments for home delivery of packages. Lost Delivery Status Keep customers updated on the status of deliveries that were lost. Back-Order or Out-of-Stock Notification When an item is out-of-stock or on backorder, customer satisfaction can hinge on prompt and effective communication. Automated notifications can determine next steps to fulfillment and trigger additional activity at a fraction of the traditional cost of an agent transaction. Cargo Coordination Reach disparate vehicles when new cargo becomes available for pick-up. Adhere to union regulations by escalating messages in order of seniority. Re-route drivers to optimize driver and load matching. Lower Customer Support Costs Reduce communication costs by automating outbound calls and ensuring customers get valuable information that eliminates the need to contact the call center. Higher Customer Satisfaction Improve customer service by delivering proactive information to customers in a way that is personalized and convenient. Multi-Party Transactions Coordinate multiple steps in the supply chain with effective, proactive communications. Bridge information from a supplier directly to the consumer. Internal Reportable Events Communicate out-of band occurrences to the appropriate internal team members bases on event type. Low-level incidents can be directed to the relevant group, while more emergent situations are escalated to higherlevel personnel. Traffic and Weather Alerts Inform disparate employees and partners of traffic and weather concerns that may affect schedules and delivery. Avoid potential supply chain snags by preemptively communicating impending obstacles to enable re-routing. Crew/Staff Scheduling Automatically coordinate staff for available shifts with rules-based, interactive notifications. Eliminate the need for manual call trees to fill vacant slots. Better Operations Streamline crew operations with real-time, automated communications, which minimize the number of re-deliveries. Focus agents on inbound customer service by minimizing the outbound call load. Increased Transaction Capabilities Give customers the ability to transact immediately from any device or be transferred to the call center for further assistance. Page 6 of 6

7 Publishing Application Samples Magazine Subscription Renewals Remind customers that subscriptions are ending, providing the ability to renew immediately or talk to a call center agent. Place calls to subscribers with an early renewal option drive advance renewals. Overdue Payments Notify customers of overdue payments with calls that enable credit card processing or call transfer to a service representative. Increased Circulation Drive subscription rates by separating renewal reminders and promotions from the mailbox clutter. Automate any number of reminder calls to help retain subscribers who fail to renew their publications. Lower Customer Support Costs Reduce the number of outbound mailings required to generate subscription renewals. Customer Surveys and Welcome Calls Welcome new customers with a telephone greeting and capture satisfaction feedback. Also ensure that delivery is taking place and give customers the ability to correct mailing addresses. Promotions Cross-sell publications and improve newspaper circulation. Better Account Management Improve revenues and accounts receivables with automated calls to customers, allowing for real-time collections and faster subscription termination for delinquent accounts. Higher Customer Satisfaction Ensure that customers are satisfied with their delivery services by capturing immediate feedback and acting quickly. Page 7 of 7

8 Telecommunications Application Samples Late Payment Reminders Notify customers about late payments, detailed information on overdue balances and the consequences of no payment with response options to pay by credit card, connect to customer care or forward to others. Welcome Message Contact customers with a high quality voice alert to automatically verify the plan type, address and current satisfaction with the service. Provide options to connect to customer service if any issues with the service exist. Resolve new customer problems early and reduce churn! Order Issue Follow-ups Follow-up on invalid credit card information or any other issues related to placed orders and automatically collect the corrections. Fraud Prevention and Reduction Contact customers with suspicious activities and automatically request authentication via a PIN, social security number, etc. Lower Customer Support Costs Replace expensive outbound agent contact with cost-effective automated telephone calls and prevent inbound calls with proactive notification. Better Order Fulfillment Automate communication of order status, installation, and repair information. Automatically correct order issues, such as bad credit card numbers or missing information. Refill Monthly Prepaid Plans Alert prepaid subscribers that they are approaching their plan limit and enable them to buy more time by entering a credit card number or connecting to a service agent. Time/Spending Limit Exceeded Notify customers automatically on usage thresholds with response options to add subscription capacity or connect to a customer care agent. Proactive Migration/Upgrade Call customers with special offers to migrate to a desired network or equipment. Trouble Ticket Status Notify customers when a problem has been identified, if any further information is needed, and when the ticket is closed out. Service Disruption Notification and Scheduling Proactively notify affected customers when there is a scheduled or emergency service disruption. Inform customers of pending deliveries, installations or repairs and provide the ability to schedule or confirm appointments. Higher Customer Satisfaction Keep customers better informed about issues related to their service. Focus service center agents on inbound customer service and order-taking by minimizing the outbound call load. More Revenue Leverage personalized calls to improve collections through late-payment reminders, refill prepaid cards and proactive migrations to other service plans/network/equipment. Page 8 of 8

9 Utilities Application Samples Service Disruptions Proactively notify affected customers when there is a service (scheduled or emergency) disruption in their area. Allow a response option to connect to customer service for higher value customers, thereby reducing inbound volume spike and improving satisfaction. "Due to construction in your area, there will be a brief power outage in your home between 2:00 and 2:20 PM. To speak to a customer service representative, press or say 1." Collections Notify customers of outstanding balances. Provide detailed information on overdue services and the consequences of no payment. providing the ability to be transferred to a collections specialist or pay immediately with a credit card. "Your account, in the amount of $ is 90 days overdue and you are scheduled to be disconnected on Sunday, January 15. Press 1, to enter a credit card to pay your balance. Press 2, to speak with a customer service agent." Lower Customer Support Costs Replace expensive outbound agent contact with cost-effective automated telephone calls and prevent inbound calls with proactive notification. Better Account Management Resolve collections issues by automatically contacting customers with delinquent accounts and giving them the ability to make payment immediately. Curtailment Notification Deliver automated calls to customers during times of peak usage, automate notifications when energy consumption and rates are peaking. Request curtailment of energy and collecting responses. "Energy rates will reach their peak between 3:00PM and 5:00PM today for your facility at 524 Main Street. To commit to curtail consumption immediately and qualify for our special energy savings discount, press 1. To speak to a customer service representative, press 2. To be notified when rates return to non-peak, press 3." Schedule Maintenance and Repairs Inform customers when maintenance is scheduled and allow them to confirm the arrangements of having a technician come to their home. Crew Scheduling Update crews quickly with emergency information and maintenance schedules. Higher Customer Satisfaction Communicate valuable information to customers in a timely manner and reduce hold times for inbound service by reducing the outbound call load for agents. Better Operations Reduce the number of expensive field visits by confirming appointments with customers. React to emergency situations faster and minimize the length of service outages with automated crew communications. Page 9 of 9

10 Retail Application Samples Product/Ticket Shipment and Status Notification Notify customers when orders have shipped as well as when returns have been accepted and accounts credited. Provide customers with status information on shipments, backorders or partial shipments. Promote new accessories, upgrades or warranty renewals to existing customers. Special Promotions Create and deliver direct marketing campaigns based on your customers' individual preferences, enhance your database, and learn from their responses in order to send even more targeted messages in the future. Inform your best customers of a new catalog arrival and attach personalized offers of discounted products that may be interesting to them. "This is a special offer for Mr. Smith from Scuba Bay Connection. Since you recently purchased 1 Scuba Body Suit by Atlan, we'd like to offer you a free Snorkeling Gear and coupon for a Second Scuba Body Suit for 50% off. To receive the free Snorkeling Gear and confirm your mailing address as 524 Main St., Acton, MA, press 1 now. To purchase a Second Scuba Body Suit at discount and schedule delivery, press 2 now. To forward this offer to a friend, press 3." Entertainment Notification Save time and money distributing timely information to a select group of customers, and allow them to tell their friends who can also take advantage of all the response options. "As a New York Mets Fan Club member, we have reserved 4 tickets in your name for Game 2 until 8pm tomorrow. To purchase tickets mow, press 1. To add a comment and share this offer with friends, press 2." Appliance Delivery Notification Allow customers to choose specific delivery times and options for home delivery services. "Your GE Washing Machine is scheduled for delivery on Saturday, April 9th at 4pm. To confirm, press 1." Backorders and Out-of-Stock Follow-ups Advise customers of out-of-stock issues or backorder changes, enabling them to modify orders, confirm deliveries or transfer to the call center. Returns Notification Inform customers when their returned items arrive at your company for a return or exchange. Provide verification of account crediting. Payment Notification Inform customers when payment installment is due and enable them to automatically pay by credit card or talk to a customer service agent. If a customer is not using your company's credit card, use an alert to up-sell card and services. Reduce the overhead of outbound collection calls and improve cash flow by replacing direct mail pieces with electronic notifications (like voice or or even SMS) for instant credit card payment and shorter billing cycles. Appointment Scheduling Inform customers of pending deliveries, installations or repairs and provide the ability to schedule or confirm appointments immediately. Online Fraud Prevention Authenticate large online orders via automated calls requesting that customers enter web confirmation numbers. Order Issues Follow-up on invalid credit card information or any other issues related to placed orders and automatically collect the corrections. Gift Order Delivery Confirmation Alert customers to shipment, delivery or receipt of gift orders via phone, fax, or wireless. Page 10 of 10

11 Lower Customer Support Costs Replace expensive outbound agent contact with cost-effective automated telephone calls and prevent inbound calls with proactive notification. Better Order Fulfillment Automate communication of backorder, return, out-of-stock and shipping information. Correct order issues, such as invalid credit card numbers or missing information. Improved Customer Service Keep customers better informed of issues related to their purchases. Focus agents on inbound customer service and order-taking by minimizing the outbound call load. Revenue Generation Leverage personalized, proactive calls to reduce lost orders, selectively upsell or renew services as well as drive attention to new products and catalogs. Page 11 of 11

12 Education Application Samples School Closures Provide notification of school closures and late openings to parents and staff on any device. Emergency Notifications Contact parents, staff and other officials in the event of criminal activity, missing children and other emergencies. Report Absent Students Automatically alert parents when students are absent or late to school. Report Test Results and Grades Automatically report grades and test results to parents/students. Remove the need to monitor the grade board. Extra-curricular Activities Keep parents up to date on cancellations or changes to students' extra-curricular schedules. Send alerts when severe weather approaches, affecting outdoor activities and student safety. More Effective Communications Allow school administrators to deliver critical information quickly to any number of parents and staff, wherever they are. Better Contact Information Maintain current home and work contact information by making it easy for parents to update their contact information using a completely self-service solution. Lower Communications Costs Greatly expand the number of people that can be contacted without the need to buy, install and maintain additional equipment or phone lines. Improved Student Safety Communicate information using a solution that saves administrators valuable time and enables immediate action. Page 12 of 12

13 Healthcare Application Samples Mail order prescriptions Automatically notify customers when mail order prescriptions have been fulfilled. Schedule Meetings Inform patients when routine visits are scheduled and allow them to confirm the arrangements. Remind them of place and dates of their Doctors meeting/visits. Test results Automatically notify patients when their tests arrive and enable them to schedule additional visits or tests Patient compliance Regularly remind patients to take and refill prescriptions to improve prescription drug compliance. Healthcare bulletins Alert patients, pharmacists and physicians to urgent drug-related developments and other important news that affects patients' prescriptions. Crew Scheduling Update crews quickly with emergency information and work plan schedules. Plan Administration Communications Broadcast new offerings such as mail order fulfillment, pricing changes and other valuable information. Supplement or replace mailings with high-quality voice messages to ensure the information is received. Promotions Market special offers to customers who have requested information. Lower Customer Support Costs Replace expensive outbound agent contact with cost-effective automated telephone calls and prevent inbound calls with proactive notification. Promote new drugs, tests, automate mail order and other offerings that drive costs down. Better Operations Reduce the number of expensive missed visits by confirming appointments with patients. React to emergency situations faster and automate crew communications. Higher Customer Satisfaction Keep customers better informed about issues related to their medicine and prescription drug plans. Focus agents on inbound customer service by minimizing the outbound call load. Better Patient/Pharmacist Communications Reach far more people faster with important information that enables immediate action. Enable Doctor/Pharmacist communications to shorten queues and better serve your patients. Page 13 of 13

14 Financial Services Application Samples TeleMessage Multi-Alert can be used in a variety of Banking, Brokerage, Credit Card and Insurance services. Banking Account Balances Provide customers with daily or weekly checking, savings and money market account balances. Notify customers when they reach a specified limit and enable them to automatically transfer funds or speak with a service agent. Deposits and Check Presentment Offer customers the ability to track checks and receive deposit notifications via alerts to any communications device. Bill Payment and Presentment Alert customers to bill presentments, cleared payments and problems with payments due to insufficient funds. New Products and Services Intelligently tie offers for related products to existing product notifications (credit card balance messages contains offer for home equity loan). Brokerage Stock Updates Provide brokerage customers with threshold alerts on equities, earnings reports, and analyst recommendations with a response option to connect to personal broker. Maturing Investments Alert investors to bond maturities and other financial instrument deadlines. Seminar Reminders Improve attendance at seminars with interactive voice notifications that ask clients to confirm or reschedule. Credit Card Fraud Processing Automate fraud alerts to customers and immediately collect responses from any device. Account Activity Notify customers by voice or text when transactions post to their accounts and credit limits are about to be reached. Spending Limit Exceeded Notify customers when they are approaching or have exceeded spending limits. Loan Status Updates Keep borrowers up to date on the status of their home loan and enable them to connect to a loan officer or to forward the message to others involved. Investment Status Provide retail customers with advance notice that a CD is maturing. Cash Management Alerts Deliver proactive information to cash management customers for positive pay, maturing money market instruments, account balances, wire transfers, lock box postings, controlled disbursement and letter of credit payments. Maintenance Calls Automatically deliver account maintenance calls providing the opportunity to connect to a live agent. Incomplete Applications Send potential investors follow-up calls for incomplete applications, capturing updated information directly over the telephone or through a transfer to the call center. Stored Value Alerts Alert customers when stored values reach low thresholds and drive them to your web site or call center to replenish accounts. Promotions Market special offers to existing and potential customers using a unique opt-in approach. Page 14 of 14

15 Insurance Renewal Notifications Notify customers when insurance policy renewal payments are due. Late Payment Reminders Contact customers just before the paper reminder is mailed and allow payment right on the call with credit card processing or a transfer to the call center. Appointment Scheduling Schedule renewal, claims, and medical appointments with customers. Send follow-up calls to remind customers and confirm appointments. Confirm receipt of information When the law requires a receipt confirmation of information, send customers the highly personalized information and offer personalized response options that automatically mark up your customer data files. For example: "Your application has been approved and you are eligible for our special discounted rate. To apply for..." Claims Status Speed up the claims settlement process by notifying customers on the status of their claims, and connect them directly to the adjuster working on their claim. Application Processing Provide customers with status alerts and receipt confirmations throughout the insurance application process. Place automated calls to clarify or submit missing medical information prior to life insurance approvals and upgrades. Discounts on Premiums Notify your customers of discounts and special programs that may save them money on their individual automobile insurance premiums. Because the discounts and programs vary by state and circumstance, messages are highly personalized and engender customer loyalty. Lower Customer Support Costs Reduce costs by delivering proactive information that eliminates the need to contact the call center and replace human outbound contact with automated communications. Higher Customer Satisfaction Improve the customer experience by delivering proactive information to customers over any communications channel. Increased Transaction Capabilities Give customers the ability to transact immediately from any device or be transferred to the call center for further assistance. More Efficient Operations Significantly reduce or eliminate entirely the use of trained agents for outbound applications, enabling them to focus on complex inbound customer service issues and revenue generation. Page 15 of 15

16 Need more information: To learn more about our TeleMessage solutions, to arrange a product demonstration, or to ask about our licensing, ASP and other services, contact us at: [email protected] Website: TeleMessage US 524 Main Street Acton, MA USA Tel: Fax: TeleMessage Europe Haaksbergweg 55, 14th floor 1101 BR Amsterdam The Netherlands Tel: Fax: TeleMessage R&D Center 8 Granit Street, Kiryat Arie Petach Tikva Israel Tel: Fax: Page 16 of 16