SMS Web Portal – Customer Success Story
The latest project delivered by the Dusk Mobile team was the design and development of an integrated SMS web portal for companies that either need to, or wish to contact their customers by SMS and receive information back from the customer, who have agreed to this communication.
The service includes a series of pre-configured templates to send out a personalised SMS, including a short web link, with a full mobile first experience designed around corporate and usability guidelines. Example use cases include a personalised SMS to request customer feedback following an incident or interaction, insurance renewals, payments, claim reporting, instructions or other response required initiatives. The customer opens the questionnaire, survey or web page by clicking on a short URL enclosed in the SMS.
Additionally, the SMS web portal provides company staff with notification emails containing the consolidated customer responses, as well as the individual detailed customer responses in real time displayed on a dashboard by way of a series of graphs across several metrics.
The SMS web portal is currently assisting companies in the financial sector save costs in phone calls, printing, postage, data entry time, voice calls plus more. Additionally, the SMS web portal is improving the business process by making it more efficient as customer responses are displayed in real time thus eliminating the duplicate and manual legacy data entry process. The companies then manage responses by exception where required.
The end customer is able to complete their personalised questionnaire at their leisure, quicker than on paper and return to it at any stage before the due date. This increases customer engagement also.
A recent Dusk customer, a German car manufacturer specializing in high-performance sports cars, needed to contact their customers for their insurance renewal process. Prior to the SMS web portal, the company managed this process manually, however, it was not cost or time effective, as well as the risk of human error with misspelling in the data entry process.
After the SMS web portal was implemented the company was able to contact a wide range of customers with the click of a button as well as improving their understanding of the customer’ response through deeper data analysis. The ROI will be realised inside 3 months.
Talk to us and see if this service can benefit your company on 03 9913 6300 or email us at firstname.lastname@example.org