High impact use cases where ‘Push Messaging on top of OTT channel will score
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Transcript of High impact use cases where ‘Push Messaging on top of OTT channel will score
HIGH IMPACT USE CASES WHERE PUSH MESSAGING ON TOP OF
OTT CHANNEL WILL SCORE08
Actionable Messenger
CHATTING
Chatting enabled through mobile messenger application is becoming a classic contemporary use case in the market today. People are weary of phone calls these days, they are more comfortable with availing services through messaging.
GRANULAR MESSAGING
SMS as a channel is cost prohibitive when it comes to granularity of communication and hence organizations hold back on the quantum of messages they actually communicate through this channel, only the drop dead essential messages are communicated through this channel.
Example: When can I expectmy product to be
delivered?
Your product willbe delivered by
tomorrow
Where is my product right now?
Your product isat delivery hub
Account Balance
UBIQUITOUS INFORMATION ACCESS & CUSTOMER SELF-SERVICE
Organizations are constantly on the lookout for serving their customers better and fast. Like in the case of the automated phone call answering system which attempts to provide most frequently sought information through a menu driven voice response system before you can get to speak with an agent, even in messaging customers will prefer being served frequently sought information (account balance, delivery status, inventory level, etc) through a self-service access system.
Delivery Status
Inventory Level
ERP CRM
CASE/TASK MANAGEMENT & EVENT-RESPONSE
Enterprise systems (ERP/SCM/CRM & Home Grown) rely heavily on employees inputting information at process gating points in the form of approvals, process stage data feeds, acknowledgements mandated by compliance, etc. Form of Approvals
Process stage data feeds
Acknowledgements
SCM
CONCIERGE SERVICES COMPLIANCE MONITORING
The context of reference to the term ‘concierge service’ here is for the provider to generate educated response to call for support or help from a user.
Compliance is an essential part of corporate governance and recording of a compliance is crucial for enterprises. Compliance recording plays a crucial role be it taking an approval for placing an order, making a payment, securing doctors approval for a treatment, getting the patients approval for a treatment, etc.
When should I come for the treatment?
You can come on Monday at 10 am
Compliance Recording
We will come at 9 pmtoday for dinner and we
are totally 5 members
How many members and at what time
we can expect you?
CUSTOMER SUPPORT
USER
I need to book a table at your
Restaurant
Thank you, your tableis booked today
at 9 pm
INTRA ENTERPRISE MESSAGING/COMMUNICATION & ENTERPRISE ALERTS & NOTIFICATIONS
Enterprise messengers are also becoming popular for serving enterprise ‘alerts & notifications’. Alerts and notification forms a crucial life line for a day to day enterprise operations, be it a new enquiry being registers, a new order secured, a projected delay in shipment or an exigency (fire) in the manufacturing plant to name a few.
ENTERPRISE ALERTS
NOTIFICATIONS
0101
01
01
01
01
01
01
01
01
01
Fire accident in plant 05, so please get out of Manufacturing unit immediately and be safe.
VERTICAL SOLUTION
Retail
BFSI
Healthcare
Hospitality
Oil & Gas
Logistics
Upstream & Downstream process
Track & Trace
Ads
Lead generation
Payments
Logistics Notifications
Loan approval process
Account balance enquiry
Payments
Healthcare Institution Doctor-Patient-Insurance Communication
Meal choice on flights
Gate number notification
Room Service
A
B
C
A
B
C
A
A
B
C
D
A
A
THEME BASED SERVICES
Unified Rewards program
Warranty Management Customer Support
Coupons Hub Lead Generation
Bill Presentment & Payment
Mobile messengers can play a very crucial role in theme based services, these are services based on push messaging based mobile applications.