Texting Is Not Just for Teenagers: The Power of Proactive SMS

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2 Texting Is Not Just for Teenagers: The Power of Proactive SMS John Tallarico VP, Product Management, Genesys Fred Mondragon VP, Business Development, Medallia

3 Consumers prefer SMS for customer support Consumers want SMS for offers and notifications And the results are good 52% prefer texting more than their current preferred method of communication for customer support 75% of consumers surveyed would like to have offers sent to them via SMS 98% of SMS messages are opened, compared to 20% open rates for Sources: - eweek/heywire - Forrester, Vendor Landscape: Mobile Messaging Platforms - Digital Marketing Magazine 3

4 Let s Talk! Reaching your customers through mobile messaging Genesys delivers versatile outbound solutions Use cases delivering a strong ROI Medallia shares their story around outbound Q&A

5 Common Outbound Use Cases Sales & Marketing Sales Alerts & Promotions Upselling & Cross-selling TCPA Compliance Loyalty Program Updates Customer Win Back Proactive Customer Care Customer Opt-In Onboarding & New Customer Engagement Appointment & Prescription Reminders Order Confirmations & Status Updates Fraud Alerts & Mitigation NPS Surveys Payments & Collections Payment Reminders Prepaid Card Replenishments Renewal Notices Text-to-Pay Early & Late Stage Collections Payment Processor Integrations

6 Why Choose Genesys Established and tested SMS connectivity in 60+ countries, with the ability to secure connectivity in virtually any other country PCI Level 1 certified platform delivers 1 billion messages/year Enables automated or agent-assisted customer interactions Removes the need to establish additional vendor relationships Save money on per-message fees by leveraging volume price advantages through Genesys Rely on over a decade of hands-on experience helping organizations incorporate proven text messaging strategies using in-country best practices With virtually unlimited global reach, Genesys is the trusted partner for using SMS to communicate with consumers around the world

7 Genesys Outbound Key Features Integrated Multi-Channel Support (SMS, Voice, ) List Management Campaign Management Compliance Controls Blending with Inbound Agent Desktop and Supervisor Dashboards Real-Time and Historical Reporting Deployable in the Cloud, On-Premise, or as Pure Aggregation Offer

8 How Does the Aggregation Service Work

9 Case Study: U.S. Cellular Genesys Outbound Increases On-Time Replenishment Rates by 100% Challenges U.S. Cellular wanted to increase on-time replenishment rates by ensuring that pre-paid customers know when they need to replenish their accounts to avoid an interruption in their service and potential churn Solution Use Genesys Outbound to create an SMS text messaging campaign to remind pre-paid customers of their replenishment date The messages were automatically triggered three days before the due date and were customized with the customer s bill date Results 100% increase in on-time replenishment of pre-paid cards Lower customer churn Improve customer satisfaction Many customers responded very positively with feedback such as OK, thanks for reminding me, Thank you very much, and Thanks so much!

10 Case Study: Top 3 US Cable Company Genesys Sends Text Reminders to Increase Appointment Success Rate Challenges Low satisfaction resulting from customers missing their scheduled installation and service appointments Operational inefficiencies from unnecessary truck rolls include: rescheduling, rerouting, and technician costs; delay service revenue Solution Genesys reseller OnProcess implemented Genesys Outbound on behalf of a top three U.S. cable operator to remind customers of their scheduled in-home appointments Send SMS text message to confirm installation appointments to mobile opted-in customers Results 7% improvement in appointment success rate $1.2 million cost savings per year $1.7 million per year increase in acquisition revenue Sending text-based reminders has streamlined our client s installation processes and increased customer satisfaction scores. Lindsay Shields Director of Client Care, OnProcess

11 Case Study: Top 10 Financial Institution Genesys Initiates Payments via Pay-by-Text by 14% of Customers Challenges One of the world s largest financial services institutions sought to increase payment of auto loans and lower the cost-to-collect by enabling customers to make self-service credit card payments via SMS Solution Use Genesys Outbound for cross-channel blending and preference management to enable new text-to-pay program: OPT-IN: Customer opts-in to program by text and Genesys captures and stores customer consent COMPLETE ENROLLMENT: Transfer customer to automated voice message to capture confidential credentials for ongoing text payments PAY-BY-TEXT: Customer initiates payments using payment method on file by texting pay and passing a verification event Results 14% of enrolled customers have initiated a payment via text Plan to roll out text-to-pay to more geographies and product lines

12 Medallia Overview Creating a world where companies are loved by their customers and employees. Year founded: 2001 Total employees: >1,000 Total brands: >400 Headquarters: Palo Alto, CA Offices: New York City, Toronto, London, Stuttgart, Paris, Sydney, Melbourne, Hong Kong, Buenos Aires Sequoia Backed

13 CAPTURE INTEGRATE ANALYZE/ACT Data Collection Web Surveys Channels Contact Centers Invitation Files Targets Organizational Files Real Time Distributed Actions & Reports IVR Surveys Locations v Executives Corporate Insights SMS and Mobile Feedback Social Feedback Key Accounts Employees Big Data Engine In-Memory Analytics Native Text Analytics Organizational Mapping Managers & Supervisors Expanded View Others Web Experience Customer Data Operational Data Frontline Teams

14 Closed Loop Operational Alerts & Templates Response templates are available on all mediums Local management involved and learning

15 Native Text Analytics Identify emerging trends Shorten questionnaires, increase insights Understand the whys behind the whats Replace manual coding 5 Prioritize improvements

16 THE LEGO GROUP 5 Listening Programs Retail Shop@Home LEGO.com Product Contact Center 700K+ Surveys collected per year NPS 78 in LEGO Stores 2013 Forrester Outside In Award Winner

17 Mercedes-Benz USA 500k Surveys completed each year 363 Dealers in the US 5,000 Users

18 Parting Thoughts! Mobile messaging is a versatile mechanism in reaching your customers Genesys delivers solutions and technology that is versatile to suit many environments The use cases shared and success through Medallia underscore the strong ROI Thank you Q&A

19 Where to get more information. Today or Tomorrow at CX17 The CX17 event app has direct links to use cases like Proactively Keep Customers Informed via SMS Notifications Come and see us at the Outbound booth! We will be happy to take you through our products or discuss outbound engagement strategies. When you are back at the office Check out customer success stories on genesys.com Speak to Genesys staff - we are here to help! John Tallarico Vice President of Product Management Outbound john.tallarico@genesys.com phone: