About the organisation
A direct-broadcast satellite provider serving the Middle East and North Africa (MENA). The client offers popular entertainment content such as movies, sporting events, and various TV shows from major networks and studios such as Warner Bros., Paramount, HBO, Fox, Disney, Sony, MGM, Universal, ESPN and DreamWorks in addition to local versions specifically for the MENA region.
A centrally managed A2P Messaging platform provides the fastest and the most reliable way to reach the customer of one of the leading direct-broadcast satellite providers.
Here is an insight on how we collaborated with one of the leading global IT, consulting, and outsourcing clients and enabled it to #RouteItRight by enriching its customer communications using our product A2P Messaging Platform.
With a customer base spread across the MENA region, there was a need to maintain consistency in the authentication process. A similar channel was required for communicating new innovative services to the customers and accordingly inform various departments about customer activities on their OTT apps. Transaction confirmations, account-related alerts, and similar time-critical communications needed to be delivered instantly to avoid any revenue loss and enhance operational efficiency.
Scripted the success story by
Deploying our enterprise messaging platform for all internal and external communication between Sales, Finance, Operations, and customers. The platform connects five applications used by the client and all messages are split between regular/promotional messages and time critical notifications to ensure load balancing and rapid delivery of all messages.
Registration & Lucky Draw (Missed Call & SMS):
- Sales, Finance, and Operations application: The three departments use this application to monitor sales, client payments, systems uptime/downtime, and monitoring and analytics world.
- OTT Platform apps: The client provides content to its customers through two OTT apps, one chargeable and one free of cost. To sign up, customers need registration confirmations and OTPs which are transmitted through Route Mobile systems.
- Finance Team Application: Used exclusively by the finance team, this application is used to send payment reminders and collection status updates.
- Sales Team Application: Used exclusively by the sales team to inform customers about the latest movies, promotional offers, and events.
Outcomes of #RouteItRight methodology
- Centralised Management: The entire platform is centrally managed and each department has the option to use the most convenient interface (SMPP, Web, HTTP, etc.). As the client’s stakeholders are located across the region, the ability to communicate instantly with each of them has facilitated enhanced relationship management
- Operational Excellence: Operational response time is expedited and streamlined using this system
- Instant & Seamless Communications: Any downtime or issues are instantly communicated with the relevant staff without the need for costlier phone calls and resources to manage the process
- Revenue Enhancement: With instant & seamless delivery of OTPs for specific orders (movies, special events) and other transactional information enables the network to ensure every order is processed and paid for