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C ustomer R elationship M anagement via SMS

Mel Yuson , President myClick Technologies, Inc. C ustomer R elationship M anagement via SMS. 2009 RBAP-MABS National Round table Conference May 12-13, 2009 Hyatt Hotel and Casino Manila. Agenda. Facts of Mobile Phone Usage Business Applications using SMS

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C ustomer R elationship M anagement via SMS

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  1. Mel Yuson, President myClick Technologies, Inc. Customer Relationship Management via SMS 2009 RBAP-MABS National Round table Conference May 12-13, 2009 Hyatt Hotel and Casino Manila

  2. Agenda • Facts of Mobile Phone Usage • Business Applications using SMS • Customer Relationship Management using SMS • myClick’s SMS Gateway Solution • How to avail of the SMS solution • Q & A

  3. Facts : Mobile Phone use world Wide • 4 billion mobile phone subscribers – as of January 2009 . • 2 times as many people had mobile phones as had credit cards or TV sets. • 3 times as many mobile phone subscribers as users of internet or fixed phone lines

  4. Facts : Mobile Phone use world Wide • 4 times as many mobile phones as personal laptops, desktops and servers combined. • 91% of mobile phone users keep there mobile phone within arms reach 24 hours a day 365 days a year. • Over 2.5 billion people are active users of SMS (text messaging) compared to only 1.2 billion active PC internet users. • Only 18% of the world population can be reached by the internet compared to 46% of the population that can be reached by SMS. 2.5B SMS/Texting = Accessibility 365/24/7 Cellhone Users 1.2B Internet Users Only 36% remaining with no access.

  5. Business Application usingSMS

  6. Sales, Products and Marketing 1. Sales Promotions 2. 'Text & Win' competitions 3. Quotations 4. Orders 5. Vending Sales 6. Prepaid Coupons and Virtual Vouchers 7. Discount Coupons and Vouchers 8. Virtual Gifts 9. Auction Bidding 10. Daily Mobile Content (Premium) 11. Mobile Content Sales 12. Access Codes for Premium Material Online 13. Marketing and PR Campaigns 14. eMail Newsletter Promotion

  7. Customer Services and Relationship Management 1. Greetings 2. Reminders 3. Collection Notifications 4. Short surveys 5. Customer Profile Update 6. Account Status Information 7. Anonymous Feedback 8. Result Notifications 9. Campaign Status Updates 10. Customer Service Complaints Channel 11. Customer Satisfaction Measurement

  8. Business Process Management and Internal Administration 1. Debt Collection 2. Appointment Notifications and Reminders 3. Sales Force Reporting 4. Applications and Placements 5. Acceptance Notifications 6. Salary Notifications 7. Recruitment 8. Managing Field Workers 9. Organizational / Business Unit Alerts 10. Project Status Updates

  9. Information Technology and System Administration 1. Password Confirmations 2. Malfunction alerts 3. Remote Monitoring Text Alerts 4. Virus Notifications 5. System Failure Alerts

  10. Financial Services 1. Credit Checks 2. Cash Transfers 3. Stock Prices Updates 4. Banking Transactions Alerts 5. Short Term Loans 6. Instant Short Term Insurance / Policies 7. Share trading 9. ATM Cash Alerts

  11. Customer RelationshipManagement for Rural Banks using SMS

  12. Deposit Related SMS Service • ACCOUNT OPENING • Welcome SMS for newly opened accounts • TIME/SPECIAL SAVINGS DEPOSITS • Reminder for Maturing TDs • Roll over SMS on the day of maturity • CURRENT/DEMAND DEPOSITS • Reminder to cover insufficient funds • SMS for returned checks (client) • SMS for returned checks deposited to the client accounts

  13. Loan Related SMS Service • ACCOUNT OPENING • Welcome SMS when banks received loan application • LOAN APPLICATION • Thank you SMS for applying loan • Loan status inquiry (client initiated) • Loan approval status (positive) • Loan approval status (negative) • LOANS MONITORING • Repayment reminders (positive) • Missed payment reminders (negative) • Maturing loan reminders (+/-) • Thank you SMS for fully payment of loans

  14. Non-Financial Related SMS Service • PERSONALIZED REMINDERS • Birthday • Anniversary • Congratulatory • Bereavement • NON-PERSONALIZED REMINDERS • New products and services • New branch and OBOs announcements • Bank activities e.g anniversaries, events, marketing blitz • OTHERS • Holiday reminders • RBAP and other related announcements

  15. myClick’s SMS Solutions

  16. PRODUCT DESCRIPTION CLICKSOFTWARE® SMS Gateway System is a software solution that enables you to send and receive SMS and short messages over a cellular network to connect to an application. The system is capable of extracting data from your applications via your parameterized text message and send it back to the requesting party. SMS Gateway System is also a plug-and- play application that instantly enables your application SMS transaction ready.

  17. HOW DOES IT WORK ?

  18. LOAN APPROVAL(OR DISAPPROVAL) NOTIFICATION: 1 System periodically check loan database for status approve. When approved, it will send a predefined SMS message to the customer using the customer database 2 Telco receives SMS Customer receives the notification of loan 3 BANK From ABC Rural Bank: Mr. Santos your loan was approved, please contact (543-1234 for details.

  19. INQUIRY: TIME DEPOSIT MATURITY TDAcctNo: 10987 1 2 Send from an ordinary cell number Telco receives SMS 6 Mr. Santos, your TD (10987) will mature on May 16, 2009.) For more info please call 0822243261 and look for Joelan SMS request will be received by the SMS Gateway System and process the request 3 SMS Gateway system extracts info from the database 4 Inquirer will receive the info demanded SMS Gateway system converts data back to SMS format and sends back to inquiring or requesting party 5 BANK

  20. PRODUCT FEATUES • Create your address book • Create and Manage contact list and info • Group level creation • SMS Blasting and broadcasting • Auto-Telco recognizer • Data Import/Export as your address book input or your SMS message • Email browser-like SMS Inbox • Message uploading for scheduledmessages (i.e birthdays, notices, etc.)

  21. How can the Rural Banks avail themselves of this SMS Solution?

  22. SMS Solution Packages • SUBCRIPTION (WEB-BASED) • 1 month free trial • Regular Price: • Monthly subscription of PHP 1,500 • (No locked in period) • Special Discounted Price: • For First 25 Rural Banks P 1,000 / month • (No locked in period)

  23. SMS Solution Packages • OUTRIGHT PURCHASE • Install SMS solution at the bank site at the PC/Server provided by the bank • SRP: P 185,000 (with 1 GSM Modem) • - with 1 month free trial (web-based) • Special Discounted Price: P 140,000 • - with 1 GSM modem • - 1 month free trial(web-based)

  24. Business Proposition • Using SMS Web-Based Solution Breakeven Point: (P 1500/month subscription) • 375 borrowers @ weekly reminders, or • 500 borrowers @ bi-monthly reminders, or • 1000 borrowers @ monthly reminders • Using

  25. THANK YOU! You may get your application for 1 month free trial web-based subscription at our booth outside!Sign-up Now!!

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