Applications

February 27, 2009

Romtelecom DOLCE

Client

Romtelecom is the largest fixed telephony company in Romania which in recent years has diversified its range of services offered, becoming a very dynamic brand.

Project

DOLCE, satellite television service of Romtelecom, wanted to simplify the process of subscription packages to its theme.

Solution

Upon request from Romtelecom our team has a projected a 3 phases development:

1. Identifying the optimal solution.

In this stage we proposed Romtelecom an alternative to the classical existing subscription by phone call. So we offered DOLCE clients the possibility of subscribing through a simple SMS. For this it was necessary to publish a short number 18xx and develop a application for the management of clients requests.

 

2. Making application SMS Subscription Manager

SMS Subscription Manager functionality was to be determined by 2 factors - the operation of the application and the communication with SMSgateway platform - a partner involved in this project DataTEK Group.

Condition for filtering the initial number of messages sent to short-18xx was the establishment of a validation rule. In this regard it was agreed that DOLCE customers will send an SMS which will contain the serial number of smart card and the package code desired theme.

The whole stream of requests sent by SMS has been centralized in the operating interface of the application. Each message is displayed on screen and is retrieved manually by an operator DOLCE.
It analyzes the message and check trough internal CRM DOLCE accuracy of data in received SMS and operates the client requirement. Finally, the operator sends the applicant an SMS response having a choice of several predefined variants.

Eg. in case of an SMS that contains the correct serial number of smart card DOLCE clienty will receive an SMS with a confirmation of the activation of package desired. If the customer has sent a wrong serial number will receive an SMS response that will be asked to send the correct serial number.
After solving a request DOLCE operator grants status "resolved" to the message. In this way the status of each message in the application is displayed properly - resolved, going to resolve, new request.
To analyze the efficiency of the application has been created and an administrator account that allows the generation of various reports such as time of resolving a request.  

 

3. Costs effectiveness and improve customer satisfaction

Last phase of the project involves automating the entire process - taking requests, analyze them, solving requests and client notification regarding on his request.
This required interfacing application SMS Subscription Manager with internal billing Romtelecom and interfacing with the database Oracle 10g.

In the end project has obvious advantages for both parties involved:

- ROMTELECOM costs are reduced substantially
- DOLCE customers has a simple and efficient way to activate the desired thematic packages and their satisfaction is greater because almost instantaneous way of resolving the request made

 

 

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