March 10, 2021 – Toronto, ON –
Another prominent Canadian financial institution offering banking products is now taking advantage of the Enterprise TECHCOM™ CRM fully integrated with the TECHCOM™ OMNI-One 2-way SMS solution.
The Goal: To enable another of our existing Canadian financial institution clients to interact and communicate with their customers via our 2-way SMS solution embedded within the TECHCOM™ CRM and integrated with the TECHCOM™ DSW strategy and process engine.
The Solution: Based on client-defined business rules within the TECHCOM™ DSW strategy and process engine, customers are identified as eligible to receive a SMS. A mobile number check is completed and a unique personalized SMS message is sent to the customer requesting a simple and easy response. When the customer responds, the strategy and process engine automatically determines the next best response and course of action. Unexpected customer replies are automatically placed in a queue for a client customer service representative to connect with the customer. The cool thing is, once the first 2-way SMS takes place, the customer can communicate with the financial institution client via the SMS digital contact channel at any time. The automated business rules-based SMS responses are the primary strategy and the exception handling is secondary using 2-way SMS capability embedded within the TECHCOM™ CRM.