mrm: building lasting relationships, trust and value
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Jamie MillsVice President, Enterprise Mobility Solutions Syniverse
Mobile Relationship Management: Building Lasting Relationships, Trust and Value
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Market Trends:Mobile is THE Disruptive Force
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Mobile #1 technology priority for CIOs
Approximately 30% of households in developed countries are mobile only
U.S. total wireless penetration is > 100%
Over-the-top messaging has emerged as a significant disruptor
Source: Belden Partners, CTIA, Gartner
User adoption of mobile applications will accelerate eightfold in the coming three years
The Challenge: Evolving & Meeting New Customer Expectations
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Increasing complexity and fragmentation
Accelerating expectations from advertising-driven consumer applications
Proliferation of complexity and reality of economic conditions
Unproven business models, stretched budgets, rapidly evolving technology and competing priorities
Mobile solutions delivered via the cloud are needed to accelerate time to value, prove business models and mitigate risk
Mobile solutions delivered via the cloud are needed to accelerate time to value, prove business models and mitigate risk
The Opportunities
End Users
Brand
How can we USE MOBILE to offer more relevant, secure transactions?
How do we IMPROVE USER EXPERIENCE in all channels?
How can we INCREASE RETENTION AND SHARE OF WALLET through proactive, timely offers?
How do we REDUCE COSTS without sacrificing end-user satisfaction?
Revenue and earnings growth
Share appreciation
ROI
Geographic Expansion
Risk Reduction
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Personalization
Everywhere, all the time access
More services
Consistent experience
Relevant and timely offers
Secure transactions
Meeting End-User Needs: Build Trust, Add Value, Enhance Relationships
What
Text BankingHow
When
Policy Management(Permissions)
Mobile Payments
Mobile Wallet
ATM look-up
Android, iPhone, BlackBerry Investment Banking Applications
Branches of the future
TargetedPromotions
Where
Fraud Detection
MobileIdentity
Management(Number, Device)
Marketing (Acquisition, Retention,
Loyalty)
End User(Location,
Demographic, or Behavior)
Campaign Management/ Reporting
(RTI)
Who
End User
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Blasts / Alerts Send text messages to opt-in users. Keep customers informed of promotions, offers & events. All campaigns can be scheduled in advance.
Info-on-Demand Provide information via custom keywords. Capture opt-in users for future message blasts. Capture emails with Email Capture to build your email list.
Redeemable Coupons and Loyalty Programs
Distribute coupons redeemable by potential customers who have opted-in to receive your promotions. Include promotional codes for additional tracking through the API and reports. Unique, one-time use coupons further provide controls over campaigns.
2D/QR Barcodes & Mobile Webpages
Create quick landing pages and mobile webpages on demand. Tools include CSS integration and WYSIWYG controls over the creation and management of each site.
Geofencing & Location-Based Services
Provide special offers and messages to subscribers involving geofences and location-based services. Unique offers can be managed and delivered via SMS, MMS and mobile web for a variety of promotions and notifications all dependent on the location of the subscriber.
Text-to-Win Enable potential users to text in a special keyword to instantly enter to win a prize.
Text-for-InfoProvide information on-demand so users learn more about your products or services. Optionally, users can subscribe to mobile alerts or sign up to receive continued alerts and updates.
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Mobile Campaign Types
Text-to-Vote Have interested customers text and vote on a topic. Real-time graphs show instant results. Create new lists based on their votes for additional targeting opportunities.
Text-to-Screen Allow participants to instantly submit comments via text to a live screen. Additional outputs can be setup through RSS.
Data Collection, Surveys Collect valuable information from consumers through a survey.
MMS Delivery Deliver rich content to customers with MMS and mobile downloads. Complete Carrier-grade MMS is available when the short code is provisioned with this feature.
Website WidgetUse the included Web Widget to build a list and have customers sign up directly. Enable website forms that capture cell phone numbers and build a mobile list of opt-in users who sign up for the service.
Custom Applications Utilize the two-way API to build custom mobile messaging applications or interfaces.
Mobile Websites Create and manage mobile websites and landing pages. Ideal for capturing data off SMS and 2D/QR campaigns. Includes a lite-app feature to save a page on your smartphone.
API Ability to be integrate into a variety of custom services through the SOAP-based API.
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Mobile Campaign Types (Cont.)
