SMS text or SPAM ?

This may be the next big issue in the use of SMS with customers and consumers. Allowing multiple IT systems to independantly send SMS messages quickly becomes impractical as usage grows. One to five message per day may be acceptable to a customer (with a reasonable period between each message) but more than this starts to feel like SPAM !

If multiple systems are sending SMS messages independantly there is a dangerous lack of coordination in the users experience, and your processes can quickly fall into disrepute, annoying your customers and wasting any investment in improved communication.

CMGR sits across all of your systems, policing a single agreed policy that you define with your tenants, so your (sometimes vulnerable) customers are protected from unintentional over-use, and your investment in SMS technology is secured.

Deploying CMGR demonstrates you care about your customers experience, as well as about improving efficiency.

Our studies show that using SMS can reduce costs by £200 per tenant per annum, but without budget control these savings can also be lost.

Mis-use through accidental or unplanned "broadcasts" is simple with many SMS gateway products, and is an easy way to spend large sums of money without controls. And often with another department receives the bill, after the fact.

CMGR allows control by individual department of how much is spent and by whom, allowing both budget control and monitoring, and even internal recharging if required.

All organisations have a duty to protect both customers and employees from inappropriate content where the means exist to do this.

CMGR allows blocking and/or substitution of selected words and phrases (both inbound and outbound) across all systems, protecting your employees and tenants from inappropriate communication, and also recording this activity for further action. Alerts can also be set to warn of potential problems.

Regardless of the situation or individual sentiment, your organisational policy controls which communication takes place and ensures that use of inappropriate language is not an option.

The Data Protection Act and Freedom of Information Act imposes duties on how we record and store information on emplyees and customers.

Searching for SMS information to disclose, across multiple systems, is impractical.

CMGR brings it all together in one place, organised by Tenant, and stored for future use.

Multiple systems implies multiple SMS mobile numbers for tenants to reply to but how many numbers can you give to your tenants before confusion starts?

If SMS functionality is embedded into just one of your applications then use of SMS can fail through lack of co-ordination and tooo many numbers for your tenants to keep track of. Ad-hoc texts by the Contact Centre, Survey questions and Rent Reminders are just three transactions from hundreds.

How could a tenant remember where to reply to each one?

CMGR allows a single number for all transactions, and more than this can be used, but the choice is yours and your tenants have a simple, integrated experience.