Use Case Flow Charts

Overview of Newer/In-Dev Services

• Rapid Referral Service• Auto-Patch to Live Number• IVR Questionnaire

• Poll• Lead Status Update• X Locator - Pin-Code entry

• Facebook Integration

Feature / Functionality Description Example Use Cases

Song Selection & Dedication IVR App: ZipDial to pick among song options and ‘gift it’ to a friend.

• Husband dedicating to his wife while buying her FMCG product

Rapid Referral Service Engagement service meant to amplify “Word of mouth” marketing. The basic components include some incentive (financial or social) for a targeted user (usually a existing customer) to participate, and some action the referral needs to do to make the first person eligible for the incentive.

• Refer people with your voice recording for a free gift packet. Referrers only need to listen

• Refer people by getting them to answer a quiz (ZD or IVR)

• Refer people by getting them to ZipDial once

Auto-Callback of Next Available Person (Call Patch)

Full-proof lead capture system. User ZipDial & get an SMS. Then gets a callback. In the backend, system routes call based on users’ number to a prescribed set of numbers (tries them 1 by 1 until someone picks up & connects back to caller). Features include sep. alerts/reports to a sales agent’s manager.

• Upsell LeadGen patching to specific local Sales Agents mapped to that pre-existing registered customer number

• LeadGen patching non-registered mobiles to next available agent at central call center.

Auto-Callback with IVR then Call Patch Option

Similar to above, except user receives a callback IVR instead of an SMS. The IVR filters the user (by pin code, then provides the option for a call patch to next available person.

• Insurance Info-to Local Agent. For open call2action campaigns (leadgen) where local filtering needs to be done

Return IVR Questionnaire Similar to above, without the call patch option. • Polls• Lead Status Update for Agents

Return OBD Voice Capsule ZipDial and get a recorded advertisement or product info.

• Friend recommendation

Facebook Integration ZipDial a number connected to a ZipDial Facebook application. If the FB user has opted into the ZipDial application, the users status will be updated whenever they ZipDial that number!

Kingfisher gameSuperstud

Live EVENT or TV Contests

Facebook Setup – One-Time Registration from Mobile

• ZipDial• Link to Facebook comes in SMS• Click-through Opens Facebook App Page in Browser• If logged in, page asks if you “allow” ZipDial

application– If not logged in, must log in to Facebook, then “allow”

Integrate with FacebookIntegrate Offline & Online Word of Mouth Campaigns

• Actions & Positive Feedback can be posted to Facebook pages of Customers• A ZipDial ‘Like’ count can post to a Company’s website or Facebook page. • After a one-time opt-in to the ZipDIal application, user’s own profile walls will update each

time they ZipDial

PATENT PENDING - ZipDial PROPRIETARY & CONFIDENTIAL

Facebook Connect

…Do you want to share this on Facebook?

Dial 080300500XX (toll-free)

One Time ZipDial Authorization

In 2 simple steps

1 Toll-Free Missed Call later….If already authorized

Wall Post (with Link, Brand Picture etc.)

Content Delivery (Registered Users)

Loyalty Points, Bank AccountLow Tech (Spreadsheet Option)

Sensitive InfoNon-Sensitive

How It Works: Loyalty Point Delivery

You have 250 Loyalty Points, redeemable at year-end. Dealer No. 123456

Customer Requests with

Missed Call

080 300500060

Company Promotes

“My Loyalty” number

Response Loggedwith ZipDial

Company Receives response

in CRM (API)

• 24/7 Web access to results

• Custom reports available via email & SMS

08030050060

Access your loyalty points

balance anytime. Just ZipDial

(toll free missed call)

ZipDial Sends Personalized SMS w/ Point

Balance

*Service only works for Mobile numbers!

Checks Company Database (API)

Customer Mobile Number enters Database

Customer Intake Form

ZipDial Sends SMS Response 2

If SIM NOTregistered

HTTP POST

How It Works: My Info Retrieval (sensitive info)

CustomerPurchases Insurance

Policy

Requesting SIM is Logged with

ZipDial

080 30050050

ZIPDIAL PATENT PENDING – PROPRIETARY & CONFIDENTIAL

CustomerRequests via Missed Call

Company Sends Immediate SMS

Response 1w/ Info

Company receives real-time &

checks SIM (API)

Your Account Premium of Rs. 1000 is due 31-07-2011…

Promote “My Status” number in

registration materials

Access your policy premium, due date, amount, maturity date and balance

anytime.

(toll free)

08030050050

Verified Customer Mobile Number enters Database



Company Sends SMS Response 2

If SIM NOTregistered

Customer Intake Form

How It Works: My Dealer Loyalty Point Delivery (non-senstive info, low tech)

You have 250 Loyalty Points, redeemable at year-end. Dealer No. 123456

Customer Responds with

Missed Call

080 300500060

Company Promotes Dealer




in CRM (API)



08030050060





Balance

Checks Company

Dealer ID List (XLS)


How It Works: Loyalty Point Delivery (1 of 2)

Customer Requests with

Missed Call

Company Promotes

“My Loyalty” Number

Request Loggedwith ZipDial (Checks Lang Pref)


in CRM (API)



08030050060


balance anytime for free!

Just ZipDial


ZipDial Sends Points In

Immediate Voice Call

(in Preferred Lang.)

Checks Company

Painter DB (MRN, Balance)


If Pref’d Lang. is not Registered,

See next page

If Preferred Language has been selected:

1. “You have a balance of <100> loyalty points. Your points can be redeemed….”

2. Promotional Message (targeted)

* Flow assumes that Nerolac owns the Painter number registration and DB maintenance

080 30050060

Loyalty Points Delivery: Language Selection (2 of 2)


ZipDial Sends Immediate

Outbound IVR Call

3

CustomerDials his

Language Preference

Preference Stored with

ZipDial

If LANG not

Registered

Language Selection: • “For English,

press 1. For Hindi, press 2…”

• Order of 0ptions selected in on bases of circle

Confirm• “You have chosen

<language>. Thank you for registering…”

Points Request• “To get your point

balance, press 1”

ZipDial Plays Voice

Response in Preferred Lang.



in CRM (API)

ZipDial Plays Voice

Recording in Preferred Lang.

Checks Company

Painter ID DB (MRN, Balance)

If Preferred Language has been selected:

1. “You have a balance of <100> loyalty points. Your points can be redeemed….”

2. Promotional Message (targeted)

CustomerPresses to Hear Point Balance

Request Logged with ZipDial

(Checks Lang Pref)

1

Content Delivery (Open to Public)

Location Finder

How It Works: Dealer Finder

Prospect Requests

with Missed Call

Number Promoted in

Various MediaResponse

Logged with ZipDial

02230050088


ZipDialSends OBD

IVR for pincode


SMS Response

• 24/7 Web access to results (SIM/Time)


VW: Tornado Motors, Santa Cruz West, Near Milan Subway 4/5

• Outdoor Ads• Print • Television• Mailers• Email• Web/Social

media• SMS

CompanyXYZ thanks you for your interest. Test drive a new…. today! Dial your pincode for the dealer nearest you.

<.wav file>

Prospect Dials

pincode

400050

Checks VW’s Dealer Database

(API)

• 24/7 Web access to results (SIM/Time)


Free Clinic Finder: How It Works

Customer Requests

with Missed Call

Number Promoted in

Various MediaResponse

Logged with ZipDial

02230050088


ZipDialSends OBD

IVR for pincode


SMS Response

Colgate: Please come by our free dental clinic at <location> from <time> . Thanks!

• Outdoor Ads• Print • Television• Mailers• Email• Web/Social

media• SMS

Thanks you for your interest in Colgate’s Free Dental Clinic. To find the date & time of the free clinic nearest you, please dial your pincode now!

CustomerDials

pincode

400050

Checks Colgate Clinic Database

02241849921

400050

How It Works: Location Finder (Number per Zip-Code) (1 of 2)

Citizen Requests with

Missed Call

Government Promotes

Location Finder number


022 4184 9900

Know your nearest UID - AadhaaR

Enrolment Center. ZipDial

(Zero Charge Missed Call; Disconnects after One Ring)

ZipDial Sends SMS

Instruction


For the nearest UID Center, dial 02241849xyz - xyz are the last 3 digits of the area pin code. Ex, For MG Road with pin code 560 001, call 02241849 001

Citizen Requests with

Missed Call

02241849921

022 41849900


See Options

See 3 Options

How It Works: Location Finder (Number per Zip-Code) (2 of 2)

Response would be one of three scenarios:

Thanks for the request. The nearest UID Center is <address> ZipDial <02241849921> for more centers.

Scenario 1: Valid pin code w/ UID Center

Scenario 2: Not a Valid Pin Code

Sorry, this is an invalid Pin Code. For the nearest UID Center, dial 02241849xyz - xyz are the last 3 digits of the area pin code.

Scenario 3: No UID centers for valid pin code

Thanks for the request. There are no UID Centers in your locality. To know more about UID Centers, please call <BANGALORE UID SUPPORT NUMBER>

Red indicates dynamic content

Example SMS Responses

SMS Response

Customer Service Feedback

Sent in SMS after customer interactionSpecial Complaint Line for Premier

CustomersOpen ended Complaint Line

How It Works: Customer Service Feedback

Did you fully enjoy your test drive? Yes 08030050001 No 08030050002


Missed Call

080 30050001

Customer Finishes with

Test Drive

SMS To User for feedback.

Options Yes/No with ZD number


ZipDial Sends SMS with follow

up Survey

Demo a Customer FeedbackSurvey 080 300 500 60


in CRM (API)

Option 1

ZipDial Sends Auto-Dialer with follow up Survey

Option 2

We can send:• Multiple follow up

questions with ZipDial numbers to respond

• SMS to Longcode Option available for free response.

*Demo available in India only



How It Works: Customer Service Feedback

Were you satisfied with your experience? Yes 08030050001 No 08030050002


Missed Call

080 30050001

Customer Finishes

Interaction with Company

SMS To User for feedback.

Options Yes/No with ZD number


ZipDial Sends SMS with follow

up Survey

Demo a Customer FeedbackSurvey 080 300 500 60


in CRM (API)

Option 1

ZipDial Sends Auto-Dialer with follow up Survey

Option 2

We can send:• Multiple follow

up questions with ZipDial numbers to respond

• SMS Response Option available

*Demo available in India only


• Custom reports available vai email & SMS

How It Works: Open Survey

User Opts In w/ Missed Call

080 30050001

Company Promotes

Number(s) w/ Call to Action

Would you recommend to a

friend or colleague? Yes (08030050003)

Real-Time Results Added in Zipdial

Web Portal

• Point of Sale• Live public product

demo events• Outdoor Ads• Print & Television• Mailers & Feedback

forms• Web & Social media• SMS

(Optional)

ZipDial Sends Voice IVR Call

ZipDial Sends SMS w/ Survey

QuestionUser Responds

w/ Missed Call

080 30050003

User Responds by

Pressing Number


User Responds w/

SMSor

How It Works: Customer (MRN) Survey

Thank you ! How was your

experience? Very Good

(08030050001),

User Opts In w/Missed Call

ZipDial Sends SMS with

Survey Question

080 30050001

User Interacts w/ Company(Calls Call Center

Makes a Purchase Does Free Trial)

Would you recommend to a

friend or colleague? Yes (08030050001)

Company sends ZipDial

the User # (API)

Zipdial Sends SMS with

Question or CTA*

* Optional: Company may choose to send first SMS Call to Action (CTA) through its existing SMS resellers

Company receives response

in CRM

Real-Time Results Added in Zipdial

Web Portal

(Optional)

ZipDial Sends auto-IVR Call



SMS to Customer


SMS to Regional Mgr.

Priority Customer Complaint (SMS Only)

Company Promotes

Number to Prem. Customers

Priority Customer Complaint Line:

ZipDial toll-free to get a quick

callback from our care agent.

SMS, EMAIL


08030050060

CustomerResponds

with Missed Call

080 30050060

Response Logged

with ZipDial

Dealer <Name, ID> called with a complaint. Call back at <XXXXXXXX> as soon as possible.

Dear <Insert Name>, Your complaint has been registered wth <RM Name> – <Case Number >. …

Checks Company CRM

(Name, Case No., Assigned RM)

Response Logged

with ZipDial

Priority Customer Complaint (w/ Auto Patch)

Customer Initiates with

Missed Call


SMS to Customer*

ZipDial Patches to

Outbound Call to Customer

ZipDial Outbound

Dials to Call Center

If busy or not there:• Dials Next Care

Agent number in line (round robin)

• Auto-call again in X minutes

Rep. Answers

If Customer Does not Answer

ZipDial Sends SMS to

Rel. Mgr. re: Complaint


Customer

Sorry we missed you. We will be in touch again shortly regarding your complaint. <Case Number XXXX>

*Optional: ZipDial can also send an SMS alert or email report to the sales agent manager when complaints arrive

Company Promotes

Number to Prem. Customers

Priority Customer Complaint Line:


callback from our care agent.

SMS, EMAIL


08030050060

Checks Nero CRM

080 30050060

Dear <Insert Name>, Your complaint has been registered – <Number XXX>. A manager will call within 24…

INCOMING CALL

Lead Gen – Advanced

Existing customer number captureRegistrations

Re-registering new number

User submits number in

Click-to-Call Web Widget

Posts users number to ZipDial

ZipDial Sends

Immediate SMS & Calls Back User

Thank you for your interest. in our agent will call you….

ZipDial sends outbound dialer to dedicated Call Center line

ZipDial patches to Customer

ZipDial sends SMS to

Customer

ZipDial sends Missed Leads in

Report

If Customer does not answer

Sorry we missed you. We will be in touch again, shortly

Click To Call – Web Flow (User First)

INCOMING..[Ring Ring] Hello this is Raj from COMPANY. Thanks …

Expert Answers

User Answers

Thank you for your interest. Our agent will call you….

INCOMING….

ZipDial sends SMS to

Customer

ZipDial sends SMS to Sales

Agent

If Customer does not answer

Sorry we missed you. We will be in touch again, shortly

Click To Call – Web Flow (Agent First)

User submits number in

Click-to-Call Web Widget

Response Logged

with ZipDial


SMS Response to Customer*

ZipDial Patches to a Callback to Customer

ZipDial Sends Outbound Dialer to Experts

If Expert busy:

• Dials Next Call Center Agent in line (round robin)

Expert Answers

Geo-Targeted Lead Generation: How It Works


Missed Call

02241849976

Syndicate Bank Promotes

Scheme with ZipDial Call to

Action


ZipDial sends SMS with

scheme details + CRM contact

info



ZipDial reads Circle of dialer

Syndicate Bank receives data on leads and

follows up

SMS response includes: 1. 7 Key features of

Rainbow Scheme2. Contact Details of

CRMs in Cicle, separated by nearest hub

Hoardings & Newspaper Ads

Pamphlets & Banners

Lead Generation/Conversions: How It Works


Missed Call

180012345

Company Promotes Product w

ZipDial Call to Action


ZipDial Patches Caller to Agent

List


in CRM (API)

Option 2


Auto-Dialer with IVR



1. Voice Recorded info about product plays

2. To Listen to Offer Again, Press 1

3. To Speak to an Agent Now, Press 2

4. To have an agent call you later, Press 3

How It Works: Lead Status Reporting

Company Sends SMS to

Agent

Company Distributes

Leads to Agents

Response Logged with

ZipDial


AgentResponds

with Missed Call


SMS Response

Lead UID Checked Against

Company DB (API)

Please type the Lead UID <space> & your comments. Send to 88888888

149264 said call back in 2 months after his daughter’s wedding

Agent Sends SMS

Comments to Longcode

1. Voice recording plays with brief instruction

2. Agent Types Lead UID3. Agent Answers Q1,

Q2 ...Q84. Press 1 to give a Free

Response via SMS5. If 1 not chosen,

replay intro for next Lead UID


Outbound IVR

VIA SMS

VIA EMAIL

Agent given a Lead UID, along with

mobile number and name

080 30050088

BSLI: To give us a status report on your leads. ZipDial 080 300 500 88

Responses Logged with

ZipDial

Company Receives

response in CRM (API)

Reports Sent Daily to

Managers

Optional per Lead

How It Works: Lead Status Updation

Company Sends SMS Reminder to Agent

Company Distributes

Leads to Agents


ZipDial


AgentResponds

with Missed Call


SMS Response

Lead UID Checked Against

BSLI DB (API)

Please type the Lead UID <space> & your comments. Send to 88888888

149264 said call back in 2 months after his daughter’s wedding

Agent Sends SMS

Comments to Longcode

1. Voice recording plays with brief instruction

2. Agent Types Lead UID to indicate lead has been contacted

Optional3. Agent Answers Q1,

Q2 ...Q5 about lead4. Press 1 to give a Free

Response via SMS


Outbound IVR

VIA SMS

VIA EMAIL

Agent given a Lead UID, along with

mobile number and name

080 30050088

NEROLAC: Kindly give us a status report on your leads. ZipDial 080 300 500 88 to start.

Responses Logged with

ZipDial

Company Receives

response in CRM (API)

Optional per Lead

Lead Updated in Nerolac CRM (API)

080 30050060

How It Works: Customer Number Capture

CustomerScratches Card after Purchase

Number distributed

with Company Product

Package (Card)


ZipDial

080 30050088


CustomerResponds

with Missed Call


SMS Response

Customer SIM Recorded in Company DB

08030050050

Register your water purifier and get tips on how to

use for next 15 days only.

(tollfree)

Thank you for purchasing the ZeroB water filter!

Thank you for purchasing the ZeroB water filter!

ZipDial Sends Customer

1 SMS a day for 15 days

ENABLES

ZipDial Report Sent to Company

• Callback for Product Serial #

• Maintenance Reminder

• ACMC Sales Call

Good for….FMCD / Appliances



Response Logged

with ZipDial

How It Works: Lead Gen Auto Patch

Customer Responds

with Missed Call

080 300500060

Company Sends SMS w/ ZipDial Call to Action



INCOMING

ZipDial Patches to

Outbound Call to Customer

ZipDial Sends Outbound Dialer to

Sales Agent

If busy:

• Dials Next Agent number in line (round robin)

Agent Answers



Sales Agent re: Lead

Lowest premium offer on auto cover… ZipDial 08030050060


Customer

Sorry we missed you. We will be in touch again shortly regarding your interest.

Thank you for your interest in <Company >. Our next available agent will call you ...

*Optional: ZipDial can also send an SMS alert or email report to the sales agent manager when leads arrive

Response Logged

with ZipDial

How It Works: Lead Gen Auto Patch

Customer Responds

with Missed Call

18001231234

Company Promotes

Number for Expert Dental

Advice



INCOMING

ZipDial Patches to a Callback to Customer

ZipDial Sends Outbound Dialer to Experts

If Expert busy:

• Dials Next Call Center Agent in line (round robin)

Expert Answers


ZipDial Sends Mobile

Number to Call Center (Web Queue)


Customer

Thank you for calling Colgate …Our next available expert will call you in <X> minutes...

*Optional: ZipDial can also send an SMS alert or email report to management on incoming leads.

Free Expert Dental Advice:


callback from our dental care expert.

SMS, HOARDING, CRK, WEB, TV

18001231234

ZipDial Sends SMS with Poll

to Rate Experience

If Customer Answers, After Call

Response Logged

with ZipDial

How It Works: Lead Gen Auto Patch (w/ IVR)

Customer Responds

with Missed Call

080 300500060

Company Sends SMS w/ ZipDial Call to Action


outbound IVR to Customer*

ZipDial Sends Outbound Dialer to

Sales Agent

• If agent is busy, system dials next agent number in line (round robin), up to X agents

• Same OB number appears each time, recognizable to agent

If Agent(s) Does not Answer


Sales Agent re: Lead.

Lowest premium offer on auto cover… ZipDial 08030050060

ZipDial Plays auto-response & Sends SMS to Customer

Our next available agent will call you witin 24 hours. More information is available @...

* Optional: ZipDial can also send an SMS alert or email report to the sales agent manager when leads arrive

1.Voice recording plays with brief instruction: “Thank you for your interest in <Company>. Please type your pincode, and we will connect you…”

2.Customer types pin code (e.g. 400055)

Lookup Pincode Ag. Company Agent DB (API)

Other Loyalty Services

@ POSSimple-Authentication Mobile Number

Registration

How It Works: Associating Sales At The POS

User Makes Order at POS or BO

Number Posted at

BO/RegisterReal-Time

ZipDial Pop-up @ POS

FOR LOYALTY CLUB MEMBERS

ZipDial 08030050088

with your order to earn loyalty

points !

080 30050088


Retail: Associate Sale w/ SIM Loyalty Account

User ZipDials POS

Number

• Customer Name• Customer SIM• Loyalty Number• Applicable

Discounts

Cashier Verifies

Customer & Associates w/

Sale

Add This Account to Sale

“You are Mr. Patel?”

Yes No

User Pays Cashier

Checks Cinemax

Customer DB

Checks Cinemax

Customer DB

New Transaction

Added to DB

Yes No

How It Works: Number Registration (1 of 2)

ZipDial Number Promoted

among Wholesalers


ZipDial

080 30050050


DealerResponds with

Missed Call

ZipDial Sends Immediate OBD

08030050050

Register with us to access your

loyalty points and receive monthly messages about

special deals.


Hi Company XYZ Dealer, thank you for ZipDialing. To register, please enter your Dealer ID now: 123456

DealerDials his DealerID


ZipDial

Checks Company

Dealer ID List

[See Options]

<register.wav>


Checks Company

Dealer ID List

I’m sorry. That is an invalid Dealer ID. Please try again by ZipDialing 08030050050

Scenario 1: Not Valid Dealer ID

Scenario 2: No Existing Mobile Number for that Dealer ID

Thank you for registering [User Number] with Dealer ID {XXXXXX] in Colgate’s Dealer Loyalty Program. If this is not your number, dial “9” to cancel.

Scenario 3: Different Existing Mobile for that Dealer ID Response

would be one of four scenarios:

Your current registered Dealer mobile number with Colgate is [Existing Number]. If you wish to change it to [User Number] , confirm by dialing “1”.

Scenario 4: Same as Existing Mobile for that Dealer ID

This number is already registered with Colgate’s Dealer Loyalty Program. Thanks!


Example Voice Response

OBD Response


Checks Company

Dealer ID List


SMS Response


Scenario 1: No Dealer ID

Scenario 2: No Existing Mobile Number for that Dealer ID

Thank you for registering [User Number] with Dealer ID {XXXXXX] in CompanyXYZ’s Dealer Loyalty Program. If this is not your number, ZipDial 08030050881.

Scenario 3: Different Existing Mobile for that Dealer ID

Response would be one of four scenarios: Your current registered Dealer

mobile number with Colgate is [Existing Number]. If you wish to change it to [User Number] , confirm by Zipdialing 08030050882.

Scenario 4: Same as Existing Mobile for that Dealer ID

This number is already registered with CompanyXYZ’s Dealer Loyalty Program. Thanks!


Example SMS Text

How It Works: Loyalty Point Delivery

You have <250> Loyalty Points, redeemable at <insert info> Dealer No. 123456


Missed Call

080 300500060

Company Promotes Dealer




in CRM (API)



08030050060





Balance

Checks Company

Dealer ID DB


If SIM not Registered,

See next page

Number Registration: How it Works


ZipDial Sends Immediate OBD

Hi CompanyDealer, thank you for ZipDialing. To register, please enter your Dealer ID now: 123456

DealerDials his DealerID


ZipDial

Checks Company

Dealer ID DB

<register.wav>


Scenario 1: Dealer IDNot Valid

Scenario 2: No Mobile Is There

Thank you for registering [User Number] with Dealer ID {XXXXXX] in Company XYZ’s Dealer Loyalty Program. If this is not your number, dial “9” to cancel.

Scenario 3: Existing Mobile is There

The current registered Dealer mobile number with Company XYZis [Existing Number] with Dealer ID [XXXXXX]. If you wish to add this number[User Number], please confirm by dialing “1”.


Send “New Number”

Reports Daily to Verify

If SIM not Registered

Outbound Dialer (OBD)Campaigns with IVR

Reminders, Special Offer PromotionsCustom Options: whether user receives

gratification / loyalty points for responses

How It Works: OBD Survey Campaigns

Thank you for participating in Colgate’s survey…

Dealer Answers with Dials

(1 per question)

1

Colgate Wants to Collect Dealer

INFO

Responses Logged

with ZipDial



Sends ZipDial Script, Language,

and Date/Time preferences for

for a specific campaign

ZipDial Sends Final SMS after

Hang up

Send Colgate Campaign

Report

ZipDial Sends auto-OBD to Dealer List

DISPLAYs the Colgate “MY LOYALTY” #

on ring

Dear Colgate Dealer, you have the opportunity to gain 50 loyalty points …dial “1” for option 1…

<.wav file>

The Bombay

Store

AdCampai

gn(Geo-

targeted)

Rapid Referral Campaig

n

User ExperienceOverview

Customer Sees Campaign Advertisements

Customer ZipDials to Engage

Customer Goes To Store

Customer ZipDials to Redeem DIscounts

Customer Shows Cashier Code on Phone & Buys

Interaction Between Campaigns

In-Store Campaign

(Daily Deal)

Retail Campaign Package

Rapid Referral

Different implementations in how initiated & how 2nd level participants

trigger official “participation”

Track Mobile Referrals in Your Campaign

SMS: …*Get 10 or more people to

ZipDIal your number in next

hour & win a prize!

Extend the Reach of Your Campaigns

SMS: Congratulations,

you have referred 3 people and will

receive our prize!

2 Recruit friends for limited time

3 Prize Redeemedinstant recharge, coupon code, gift basket by post, etc.

1 SMS Received

Pledges

Daily Deals

Contests

QuizzesCoupon Delivery

Games

Track Mobile Referrals in Your Campaign

Extend the Reach of Your Campaigns

SMS: Congratulations,

you have referred 12 people and will receive our prize!



Pledges

Daily Deals

Contests

QuizzesCoupon Delivery

Games

1800 102 XXXX

Get a special callback

from Bollywood

“ZipDial on 1800 102 XXXX (toll free) & Get a special call from [Bollywood

Celeb] and Rs. 50 off anything in our store!”

SMS: Get 10 or more people to ZipDIal your hotline number in next hour & win a prize! 0804931ZZZZ

1 OBD & SMS Received

Voice message from Celebrity

(1) Referral Program: Long Period

SMS: To get a callback to know more about our special offer for a Haier Washer, just dial for free 0804931ZZZZ.

SMS: Congratulations, you have referred 4 people and will receive our free gift…!

2 Recruit friends

Participant Gets PrizesNotification of coupon codes, experiential vouchers, or cash!

1 Friends get Callback (IVR)& SMS, and Type Code

Interactive Voice Message

3

SMS: Get 10 or more people to ZipDIal your hotline number in next hour & win a free washing machine! 0804931ZZZZ

SMS: Congratulations, you have referred 10 people and will receive an SMS when we select the winner!

2Recruit friends for limited time

3 Prize Redeemedinstant recharge, coupon code, gift basket by post, or contest entry.

1 Voice Call & SMS Received

Voice message ab. TIDE Product...

Participant Receives Code & Outbound Call Reminders

4

Everyone ZipDials the Same Toll-Free Number! Track referrals by the static Referrer Code typed by friends.

1After 1 Week

Whitelisted Participants

Get Back their Referral Code (e.g. 12345)

Engaging Content Series

Pls type in your friend’s referrer code

(2) Rapid Referral Program: Short Sessions

SMS: Get 3 or more people to ZipDIal your hotline number in next hour & win a prize! 0804931ZZZZ

SMS: Congratulations, you have referred 5 people and will receive your prize!



1 User Receives Callback & SMS Received

Voice message ab. Brand

2 Users Missed Calls to Opt In to Program

SMS: Thanks! Your personal referral number is 080300500xx for the next two hours only! Get 5 friends to missed call it for your prize!

Everyone gets their own unique Toll-Free ZipDial Number! Referrals tracked automatically by missed calling!

Person A Experience

See Campaign Call To Action

Get SMS with “Recruit Friends” Call To Action

ZipDial to start the RR Recruiter Period

Receive SMS with Instructions & a unique RR # to pass to friends (1-2 hr

Session)

Share/Forward SMS with my RR ZipDial number to friends.

Get SMS notification when Friends ZipDial my number

(2) Rapid Referral (RR) Campaign

Person B Experience

Friend tells me deal & their ZipDial Referral

number.

ZipDial to Participate for the Campaign

Receive SMS or Callback with ad message with

Opt-In For Future Contact*

SMS

SMS

Participant Database

Eligible Prize

Winner List

After X people ZipDial

your RR #

* Potentially insert steps if special offer requires friends to complete a Brand Quiz or listen to an outbound voice ad,

SMSMaps to Person A

“Thanks for calling…”

or

Person 1 ExperienceOverview

See an Ad with RR Free Sample Call To Action

ZipDial to start the RR Free Sample offer

Receive SMS with Instructions & a personal RR # to pass to friends (1 hr)

Share/Forward SMS with my RR ZipDial number to friends.

Get SMS or Call Center notification of special prize.

Rapid Referral (RR) SMS CampaignPerson 2 Experience

Overview

Friend tells me deal & their ZipDial Referral number.

ZipDial to initiate

Receive SMS with ad message* &

RR Call to Action.

SMS

SMS

Participant Database

Eligible Prize

Winner List

After X people ZipDial

your RR #

* Potentially insert steps if special offer requires friends to complete a Brand Quiz or listen to an outbound voice ad,

SMS

Example SMS – FMCD free sample

Get a free 50 ML bottle of CLEAR Shampoo! Eliminate your dandruff with CLEAR. Must get 3 friends ZipDial in the next 30 min. To avail offer, ZipDial 08030050099 now!

Thanks for participating in CLEAR’s Rapid Referral offer. We’ll send you a free 50ML bottle of CLEAR if you get 3 or more people to ZipDIal 08031919043 in the next 1 hr.

I See an Ad

ZipDIal the Rapid Referral call to action number.

FORWARD to FRIENDS: Check out CLEAR Shampoo’s offer for a free 50ML bottle. ZipDIal this number (toll-free): 08031919043! Kindly do it within 1 hour to help me!

My Friend ZipDials my personal Referral ZipDial Number

08030050099

Get a Free 50 ML bottle by referring 3 friends in one

hour! To start the clock & avail the

offer, ZipDIal

(free missed call) I get 2 response SMS

I Forward 1 to friends

1

2

3

4

5

Example SMS - Retail

Personal Referral SMS

Today’s Deal: 20% off Sunglasses at the Sunglass Hut. Get 3 friends to ZipDial in the next 30 min and you get 50% off! Interested? ZipDial 08030050099

FORWARD to FRIENDS: Check out 20% off Sunglasses at the Sunglass Hut. Get 3 friends to ZipDial in the next 30 min and you get 50% off! ZipDIal this number (toll-free): 08031919043!

Forwarding SMS

User ExperienceOverview – User 1

See an Ad with RR Special Offer Call To Action

ZipDial to get the Special Offer

Receive SMS with Instructions & a personal RR # to pass to friends (1 hr)

Share/Forward SMS with my RR number to friends.

Get SMS or Call Center notification of special prize.

Rapid Referral (RR) Campaign – Ad / SMSUser Experience

Overview – User 2Friend shares deal & their

Referral number.

ZipDial to initiate– free missed call

Receive SMS with ad message* & RR Call to Action.

ZipDial to participate in RR Program as well

Get an SMS with my own Referral Number (1 hr)

Share/Forward SMS with my RR number to frends

SMS

SMS

SMS

Eligible Participant Database

Eligible Prize

Winner List

After X people ZipDial your RR #

* Potential inserted steps if eligibility for special offer requires friends to complete a Brand Quiz or listen to an outbound voice ad,

*Special Offer Options• Unique Coupon Code• Mobile Recharge• Special Gift• Contest Registration• Special Status on FB

User ExperienceOverview – Level 1

Agent explains the contest, product dialogue and

number

ZipDial number to start – free missed call

Receive SMS with a Referral # to pass to friends (1 hr)

Teach 2 friends the dialogue. Give my number.

Get a call from Call Center saying I get a prize!

Referral Campaign – Agent / SMSUser Experience

Overview – Level 2Friend explains product & contest. Gives me their Referral number.

ZipDial the number to start – free missed call

Receive SMS with a Quiz on Brand Dialogue

ZipDial the correct response


Teach 2 friends. Give my referral number.

SMS

SMS

SMS


Eligible Prize

Winner List

SMS

Example SMS

Get a free 50 ML bottle of CLEAR Shampoo! Eliminate your dandruff with CLEAR. Must get 3 friends ZipDial in the next 30 min. To avail offer, ZipDial 08030050099 now!

I See an Ad

ZipDIal the Rapid Referral Call to Action number.

SHARE w FRIENDS: Check out CLEAR Shampoo’s offer for a free 50ML bottle. ZipDIal this number (toll-free): 08031919043! Kindly do it within 1 hour to help me!

My Friend ZipDials my personal Referral ZipDial Number

08030050099

Refer 2 friends in one hour, and get mobile recharge. To start the clock & avail the offer,

ZipDIal

(free missed call) I get 2 response SMS

I Forward 1 to friends

1

2

3

4

5



Ad explains the contest, product dialogue and

number


Receive SMS with a Unique Referral # to pass to friends (1-2

hrs)

Refer Friends. Get them to Dial on Your Unique Number


Referral Campaign - Agent / IVRUser Experience

Overview – Level 2Friend explains product & contest.

Gives me their Referral number.


Receive Callback IVR w/ a Quiz on Brand Dialogue

Dial the correct response to Question


Refer more friends. Give my referral number.

SMS

Eligible Prize

Winner ListSMS

Soap brand dialogue

1

~~~~~~~~~~~~~~~~~~


Agent explains the contest, product dialogue and

number


Receive SMS with a Referral # to pass to friends (1 hr)

Teach 2 friends the dialogue. Give my number.


Referral Campaign – Agent / Call CenterUser Experience

Overview – Level 2Friend explains product & contest. Gives me their Referral number.


Receive SMS: “We will call you shortly…”

Receive Call Center Call. Say Brand Dialogue.


Teach 2 friends. Give my referral number.

SMS

SMS

SMS


Eligible Prize

Winner List

Level 1 User Experience Overview

Gets Call from Call Center & Discusses Product Feedback

Referral Campaign Explained / Customer Opts in

Records Personal recommendation (IVR)

Gets SMS w/ Personal Referral Number (24 hrs)

Gets SMS notification of prize!

Receive Prize Delivered @ Home

Referral Campaign – Call Center / SMSLevel 2 User

Experience Overview Gets Friend’s SMS w/ their

Referral number.

ZipDials the Number– free missed call

Gets auto-call w/ Friend’s Voice Recommendation.

Gets SMS reminder to try product; ZipDial option to signify that user

has tried it

Gets Call Center follow up call, confirming use &

discusses product feedback

If used, Opt-in they’d like to participate in referral program

SMS SMS


Prize Winner List

SMS

“Hey this product is really nice…”

SMS

Fulfillment Partner

~~~~~~~~~~~~~~~~~~

~~~~~~~~~~~~~~~~~~

Level 1 User Experience Overview

Gets Call from Outbound IVR w/ std. Product Feedback Questions

Referral Campaign Explained / Customer Opts in

Records Personal recommendation (IVR)

Gets SMS w/ Personal Referral Number (24 hrs)

Gets SMS ab prize, & Call Center call to get delivery address

Receive Prize Delivered @ Home

Referral Campaign – OBD / SMSLevel 2 User

Experience Overview Gets Friends SMS w/ their

Referral number.

ZipDials the Number– free missed call

Gets auto-call w/ Friend’s Voice Recommendation.

Gets SMS reminder to try product; ZipDial option to signify that user

has tried it

Gets outbound Call, confirming use & discusses product feedback

If used, Opt-in they’d like to participate in referral program

SMS SMS


Prize Winner List

SMS

“Hey this product is really nice…”

SMS

Fulfillment Partner

~~~~~~~~~~~~~~~~~~

~~~~~~~~~~~~~~~~~~

“Thanks for using…What quality do you like the most…”

Would you like to participate…

Song Selection / Delivery

(C) IVR Referral Tracking

ZipDial to Engage

Call Back with Song Options. Husband Selects.

Husband types wife’s mobile number

SMS Sent to Wife and Husband w/ZipDial Number to Play Song

Automatic Call Goes to Wife with Song Playing

Wife can ZipDial again get call back with Song Playing

Dedicate a Song

1

9967743556

+ Listen to short Referral Instruction

9967743556X No typing

in mobiles

(B) ZipDial Referral Tracking

ZipDial to Engage


SMS Sent to Husband w/ZipDial Number to Play

Song

Husband Passes His Personal Number to Wife (and others)

Wife ZipDials to Hear Song

Call Back with Song Playing

1

(A) Simple Engagement

The ZipDial Number sent is Unique with a Time Limit

instead of static

ZipDial can track multiple referrals without requiring user to type all their mobile numbers

in!

Dedicate a SongUnique Code Option

For POS Promotion with Unique Codes

+ First Type In Unique Store Code from POS Ad

ZipDial to Engage


SMS Sent to Husband w/ZipDial Number to Play Song

Husband Passes His Personal Number to Wife (and others)

Wife ZipDials to Hear Song

Call Back with Song Playing

1

(A) Simple Engagement

Sports Voting Contests

SMS sent after 1st ZipDial of match with further explanation

DM-ZDIALMumbai v Delhi. Mum 1. Del 0. *Trivia: Captain Goalkeeper Adrian D’Souza has more than 100 Caps. Share on Facebook, ZipDIal on 080300500XX (Free Missed Call).

Viewers ZipDial!

Help Spread the word and Maximize fan engagement!

Flash Special ZipDial Number on the Screen during IPL or

TVC

1800 102 XXXX FREE! Get a special callbackfrom Toasty

SMS sent after 1st ZipDial of match with further explanation

DM-ZDIALYou are one step closer to free IPL Tickets! Dial once every 4 or 6 run for the maximum chances! Conditions apply. Share on Facebook with a free ZipDIal Missed Call on 080300500XX

Viewers ZipDial!

Maximum attention and engagement!

Player hits a 4 or a 6!

Dial 1800 102 XXXX NOW !And After every 4 or 6 for your chance to win Free IPL Tickets!

_It’sFree like a Missed Call!

Pre-Recorded IVR sent after ZipDial

Viewers ZipDial!

Maximize fan engagement!Build database

of user advocates.

Flash “Pray for 6!” ZipDial Number on the Screen during IPL or TVC

ZipDial to Post on Facebook

Wall/Timeline

Pray for a 6!1800 102 XXXX FREE!

Toasty will call you to say a prayer with you.

Hello, my friend. I really hope you go see my new line of fashion on {} a web site.. [30 sec. clip.]

DM-CDBRYThank you for sending your prayer to the Mumbai Indians. We need all the help we can get. *Share on Facebook by Zipdial (free) on 08030050055.

DM-XXXXX…. To Share this deal with friends on Facebook, ZipDial on 080300500XX (free!)

Pre-Recorded IVR & SMS sent after ZipDial

Viewers ZipDial!

Engage offline users with online access (i.e. Facebook accounts)

but lack mobile data plans.

Ad with ZipDial Number Stays on Screen with Celebrity Teaser

ZipDial to Post on Facebook

Wall/Timeline

I’ll Call YOU!1800 102 XXXX FREE!

Toasty will call you to say a prayer with you.


Spread Online Brand Reach to their Peer Group!

Pray for a 4 or 6ZipDial 1800 102 XXXX to send your

prayers to the Mumbai Indians and win prizes from Sony!

Calling is Free like a Missed Call! No Spam!

Fans ZipDial!

SMS sent after 1st ZipDial Prayer with further explanation

DM-ZDIALThanks. You will also be entered into free drawing for cash and prizes from Sony. Share your Prayer on Facebook with a free ZipDIal Missed Call on 080300500XX

Gratifications could include chance to meet Cricketers, cash, IPL tickets, or other

prizes.

Big Screen Flashes up a Branded Call-To-Action

Player hits a 4 or a 6!

Stop Counting Dials

ZipDial Counter Web URLCHE vs MUM 8pm

Wednesday, 04 April 20128:18:24

0:33 Since Last 4 or 6

Waiting for Next 4 or 6

ZipDial Counter Web URLCHE vs MUM 8pm

Wednesday, 04 April 20128:12:20

Waiting for Next 4 or 6

ZipDial Counter Web URL

Winner List

SIM ZipDials

1. 886729728 222. 996743556 223. 903487720 224. 776392790 225. 973333178 21

One User with the highest number of ZipDials Is selected to win!

Congratulations to Sandeep Malhotra! Winner of Todays’ Sony IPL Tickets

Near End of Game

Sony Producer Page After Each Hit, Page Refreshes

• Display a Toll-Free ZipDial Number and Call to Action Message after every 4 or 6

– Select 1 ZipDial Number Per Match for Comparing Traffic Results

• Viewers ZipDial (Auto-Missed Call) for free after seeing the Call to Action on the TV Screen

• Sony SetMax Production Executives control when to turn of the Eligibility of ZipDial counting after each 4 or 6 with web button

• During the match, active viewers ZipDial after every 4 or 6– The number of eligible ZipDials per User are tracked in Real time.

• The winner is selected randomly near the end of match from the pool of mobile numbers with highest number of eligible ZipDials

– Producers call eligible numbers and get name

• The winner’s name is shown on Stadium Screen or TV with Sony branding and prize fulfilled

Congratulations to Sandeep Malhotra! Winner of Todays’ Sony IPL Tickets

SMS Groups Updates

Lead Generation via Contests & Feedback

in-store, print

SMS Content GroupsSales or Footfall

DND ScrubPromotional Push

Campaigns

Content Alerts

OPT- INOPT- IN

Pull ZipDial Activities Push ZipDial Activities

Referral Add-on

Referral Add-on

Engagement Campaign – How it Works

Promotional Push Campaigns Full Database

Scheduled AlertsOpt-In Group

Database • New Contest Alerts• New Product Alerts• Feedback Quizzes• Loyalty Program

Offers

OPTIN

Pull-Based Content Chain

Push Activities

Content ABrand Ambassador Voice TWEET (IVR)

Content BBrand Ambassador

Latest TWEET

Content CTrivia Facts related to

Campaign Theme

Content DReferral Contest

Each SMS sent has an Ad Slot available for a short call to action for more content

DM-zipdialJAI v MUM: JAI 76/2 (15.2), need 19. MUM 94/8 (20.0). BAN v PUNE: Match starts @ 8pm.* For content A/B/C/D - ZDial 08030050077

DN

D Scrub

Promote in Cricket Channel

and other ATL Media

DM-XXXXXThanks for calling. Go to www.ECOM.com and enter your code – 1234567890 – for Rs. 50 off anything in our store!


Pull-Based Content Series

Content ABrand Ambassador Voice TWEET (IVR)

Content BBrand Ambassador

Latest TWEET

Content CTrivia Facts related to

Campaign Theme

Content DReferral Contest

Each SMS sent has an Ad Slot available for a short call to action for more content

Promote in ATL Media



1800 102 XXXX


from Bollywood!

http://www.ecom.com/

Mobile Couponing Offline Promotion – eCommerce Sales Activation

with Online Redemption

DM-XXXXXThanks for calling. Go to www.ECOM.com and enter your code – 1234567890 – during checkout for Rs. 50 off anything in our store!




1800 102 XXXX


from Bollywood



Type Code from SMS in ECOM Checkout



DM-XXXXXTo hear how [Celebrity story ends, go to www.ecom.com and unlock the ending! Share my story with friends. Tell them to dial on 080300500xx (Free!)




1800 102 XXXX

For a chance to meet

CELEBRITY



Type SIM in ECOM Site


Unlock the VIDEO by typing your SIM number!


DM-XXXXXThanks for buying Disney! Get your discount by going to www.shopatdisney.com! To get discounts on great Back to School gifts, have your friends on 080300500xx (Free!)


SMS sent after ZipDial

1800 102 XXXX For 20%

discount on shopatdisney.in

Track Response to Different Package s or

Product TypesBy Using Different Numbers on each

User Types SIM in Website

Promote on Package

By typing your SIM number!• Get Discount (In payment flow)• Get Discount Code (outside

payment flow)• Unlock VIDEO or PREMIUM

CONTENT• Get Instant Recharge or other

offline gratifications

Z2V

http://www.shopatdisney.com/

Mobile Couponing Offline Promotion - Sales Activation

with In-Store Redemption (Product Cross Promotion)

USER EXPERIENCE

Code Validated

138027287403

Code is Valid. Press 1 to find out more about the

offer.

Invalid

Already Redeemed

ZipDial to Engage

Call Back w/ Short Brand Message & Explanation

Retailer Types in Unique Code

SMS Sent with Unique Coupon Code

Retailer Dials 1800 Number

SMS Sent Confirming Redemption of Coupon

If you did not receive <gratification>, please ZipDial (toll free) on 080300500XX

RETAILER EXPERIENCE

Gives Retailer the Coupon Code

(10-14 digits)

Option A: Unique Codes


Code Validated

138027287403

Code is Valid. Press 1 to find out more about the

offer.

Invalid

Already Redeemed

ZipDial to Engage

Call Back w/ Short Brand Message & Explanation

Retailer Types in Unique Code

SMS Sent with Unique Coupon Code

USER EXPERIENCE

Retailer Dials 1800 Number

SMS Sent Confirming Redemption of Coupon

If you did not receive <gratification>, please ZipDial (toll free) on 080300500XX

RETAILER EXPERIENCE

Gives Retailer the Coupon Code

& Last 4 Digits of SIM

Option B: Code+SIM

Fraud Prevention Measures

• Option A: Unique Codes (10-14 Digits)– Coupon Code generated only after someone ZipDials– Each Code Only Redeemed once– If someone claims your coupon, you are notified with a

recourse option– Each SIM only eligible to activate 1 coupon per month

• Option B: Code + SIM (4 Digit Code)– Coupon Code generated only after someone ZipDials– User must give retailer smaller code and last 4 digits of

phone number– Each SIM only eligible to activate 1 coupon per month

Retailer/Agent Sampling

Authenticated Sampling Process

Customer ZipDials for Free Sample

Agent & Customer get a Confirmation SMS. Customer can opt-in for future contact

SMSSMS

Agent Gives SampleEach Outlet displaysa Unique ZipDial Number

0804931XXX

Customer ZipDials to Opt In for Future Communications

Mobile Couponing On Package - Sales Activation with mobile only

redemption


Mobile Contest – IVR ConfirmSimple Couponing Engagement:

Sales Activation w/ On Package Promotion

138027287403 Unique

Code DB

Winner Pls Try Again!

Already Redeemed

Validated Message Plays

SMS Sent Confirming Prize

Prize Fulfilled through SMS

Code Validated

ZipDial to Engage

Call Back with Instructions & Short Brand Message.

Customer Types in Unique Code from Package


Mobile Contest – SMS Confirm

138027287403 Unique

Code DB



Prize Fulfilled through SMS

Already Redeemed

Code Validated

ZipDial to Engage



Simple Couponing Engagement: Sales Activation w/ On Package Promotion


Mobile Coupon – SMS Confirm

138027287403 Unique

Code DB



Recharge or Recharge Code Sent

Already Redeemed

Code Validated

ZipDial to Engage



Couponing Engagement: Sales Activation

w/ On Package Promotion

1800 102 XXXX Call for Rs. 20 Free

Recharge. Type in Code on Inside of Package!

Use Case Flow Charts

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