Ring Ring general presentation

What we do in a nutshell

https://youtu.be/hDCqdHbhkac

https://youtu.be/hDCqdHbhkac

Key Figures

Belgian company founded in 1991 & active in

Europe

More than 300 active clients in 2015

Service Level Agreement 99,95%

Capacity for more than 1.000 calls per minute

Capacity for more than 10.000 SMS per minute

More than 65.000.000 transactions in 2015 (SMS,

call or email)

Key Strategy

RingRing is specialized in the development and integration of interactive telephony (Voice), mobile solutions (SMS) and Transactional E-Mail automation : • Companies willing to automate &

improve their Customer Relationship. • Communication professionals

and media willing to use the phone as their communication channel.

Pay per Use

Service Oriented

Custom Development

1

2

3

Secure IT Infrastructure

One-Time Password

Crisis communication

Enhance Customer Experience

Self-service Voice & SMS VoiceXML

Cloud Call Centre

Support Marketing Initiatives

Contest & voting

Satisfaction survey

Automated call campaigns

Direct Marketing

Automate Processes

Alerts & notifications

Payment Reminders

Appointment reminders

Shipping Alerts

How we automate interactions?

Contract Reminders


One-Time Password



One time password via SMS at Proximus • Challenge :

• Reduce the number of inbound calls at the Network Monitoring Centre

• Solution provided : • Field technicians register their access via SMS when they execute

works on technical equipment (7.500 access registrations/month).

• The Network Monitoring Centre is automatically informed and the related alerts are automatically coupled (45.000 alerts/month).

• Advantages, results, ROI for Proximus: • The number of inbound calls reduced with 30% in the first month

after the release.

• Alert-check is now possible anywhere, anytime. The field technician receives the alerts via SMS (1.000 check-alert/month).


One-Time Password



Crisis Communication Centre explained

https://youtu.be/i4gV6tIy-94

https://youtu.be/Ql0XR3O71zU




Crisis Communication Centre at Delhaize • Challenge :

• Delhaize wanted to optimize its communication during a crisis or incidents.

• Solution provided : • Implementation of RingRing’ s Crisis Communication Centre

• Delhaize can create groups of contacts, sending SMS messages to groups in just a few clicks.

• Advantages, results, ROI for Delhaize: • Secure & available 24/7,

• Sending SMS alerts in real time,

• Monitoring of the status of messages,

• Viewing the messages received in reply,

• No software or hardware installation.


Automate Processes


Payment Reminders


Shipping Alerts

Contract Reminders

Lampiris SMS notifications for Black-Out • Challenge :

• Lampiris needs to warn 140.000 people that the black-out test is starting

• Message has to be sent to mobile devices

• Solution provided : • SMS Mailer is a solution

• Advantages, results, ROI for Lampiris: • Mass Platform and quick treatment allowing

to reach 140.000 people in 30 minutes

• Answers to the SMS are delivered to Lampiris

• Continuous Support

• Monitor Sending and Delivery

Avoiding blood shortage at Rode-Kruis Vlaanderen • Challenge :

• Rode Kruis wishes to consult their donors database when there is a shortage of blood.

• Rode Kruis wants to contact new donors via SMS

• Solution provided : • Set up an SMS solution directly connected to the Rode Kruis CRM

database using SOAP web services for existing donors

• Use SMS Mailer to contact new donors (sometimes 700.000 SMS / month)

• Advantages, results, ROI for Rode-Kruis • Enable Rode Kruis to quickly communicate by SMS

with donors of specific blood types when necessary.

• Add new donors to its database

SMS notifications for banking Services • Challenge :

• Carrefour Finance wanted to communicate with cardholders to provide them their balance automatically.

• Solution provided : • RingRing set up an SMS service to provide the balance

to people trying to pay an amount above their limit.

• RingRing therefore connected through secured web services with Carrefour Finance.

• Advantages, results, ROI for Carrefour Finance: • Instant notification of credit shortage to the client.

• Possibility to adjust credit contract

• communicate one-to-one with end customers.

Weather SMS Alerts from Ethias and KMI/IRM • Challenge :

• Ethias acknowledges the impact of weather conditions on the activity and the loss of its policy holders.

• Ethias wanted to develop – in collaboration with IRM – a partnership to offer an innovative alert & prevention service against meteorological risk situations.

• Solution provided : • RingRing developed a dedicated SMS Alert service for Ethias

• It provides free weather forecast from KMI/IRM by SMS

• Offers prevention to local authority decision-makers.

• Each SMS alert briefly describes

• The type of risk

• Sends to a web page for more info.

• Advantages, results, ROI for Ethias: • For this service, Ethias won the Decavi Innovation Award

from a jury of insurance professionals.


Automate Processes


Payment Reminders


Shipping Alerts

Contract Reminders

Payment Reminder at Telenet

• Challenge : • Telenet wants to reduce the number of calls related to open

invoices to their Call Centre in order to better use agent’s time

• Solution provided : • Set up an outbound SMS-/automated call system

allowing Telenet to proactively inform their customers about an open invoice

• Advantages, results, ROI for Telenet: • Proactively inform customers about their status

• Reduce the number of calls to the Contact Centre

• Increase customer satisfaction

• Easy implementation

Payment Reminder at Unigro

• Challenge : • Like many other companies, Unigro suffers from unpaid invoices.

• Sending several reminders by post is expensive and time- consuming.

• Solution provided : • RingRing provided a voice notification service allowing Unigro to

fully automate the debt collection process by interactive phone calls.

• Advantages, results, ROI for Unigro: • Small time to market

• No technical investment

• No process changes

• Increase in response rate

• Reduce the payment delays of its customers.

FR NL

Payment Reminder at Cofidis

• Challenge : • Cofidis wanted to send reminders to customers for debt collection

at a lower cost.

• Solution provided : • RingRing provided an automated call solution with a personalized

message to customers.

• Call scenario offers combination with personalized SMS messages (Recall or notifications of bank information) and call forwarding to Cofidis Customer Service.

• Advantages, results, ROI for Cofidis: • Automated calls equal Direct calls generated

by Customer Service.

• Average cost per call is cheaper compared to a personal call.

Payment Reminder at EDF-Luminus • Challenge :

• EDF Luminus needs to reduce the number of payment reminders they send to customers

• Solution provided : • Set up a fully integrated solution for different channels

• EDF Luminus delivers a file via ftp and platform sends SMS, Voice or e-mail notifications according to a predefined process

• Advantages, results, ROI for EDF Luminus: • Fully automated solution

• Quick and cost effective solution

• Proven result : 30% less invoice reminders sent

• End Customer satisfaction increases


Automate Processes


Payment Reminders


Shipping Alerts

Contract Reminders

Improve attendance at ONEM RVA meetings via SMS

• Challenge : • ONEM/RVA needs a solution to remind unemployed people they

have an appointment in their local office.

• Solution provided : • RingRing set up an SMS Gateway with ONEM allowing them to

send SMS to all their contacts directly through their CRM.

• Advantages, results, ROI for ONEM-RVA: • Improve attendance on appointments

• Easy implementation

• The ease with which large numbers of messages can be customised and sent by SMS text messaging

VOO Technicians Appointment Reminder for customers • Challenge :

• VOO needs to send SMS messages to clients for various reasons.

• Customers can answer back and VOO must treat these responses to properly serve its customers.

• Solution provided : • Setup an outbound SMS/automated call system directly connected

to ERP

• Develop a special tool in order to smooth the SMS sending rate during VOO contact-centre opening hours to avoid peaks in # of calls / answers

• Advantages, results, ROI for VOO: • Unique tool for the users – fully integrated in the ERP

• Smoothing tool avoiding peaks fully managed by VOO through web interface

• Statistical results of the operations

• ROI on several applications (Debt collecting…)

• Improve attendance on appointments with technicians for installation/repairs


Automate Processes


Payment Reminders


Shipping Alerts

Contract Reminders

• Challenge : • Better inform IKEA clients when a parcel will be delivered • Use e-mail first then SMS or Voice shipping notifications

• Solution provided :

• Set up a shipping notification solution by Email, SMS or Voice linked to IKEA ERP

• Consumers are notified before the arrival of their parcels and know how to pay, what parking space is needed, time of arrival and all useful details

• If wrong email is provided, SMS or Voice notifications are used

• Advantages, results, ROI for IKEA:

• Decrease time spent by IKEA workers at customers premises • Increase customer satisfaction • increase of IKEA service quality level. • Decrease number of calls to IKEA call centre regarding delivery

problems.

Shipping Notifications at IKEA

SMS Shipping Notifications at 3 Suisses

• Challenge : • Reduce the number of undelivered parcels due to customers’

absence.


• Set up a shipping notification solution by SMS.

• Consumers are notified before the arrival of their parcels.

• Advantages, results, ROI for 3 Suisses:

• Decrease number of non retrieved orders.

• Increase customer satisfaction

• increase of 3 Suisses service quality level.

• Decrease number of calls to 3 Suisses call centre regarding delivery problems.


Automate Processes


Payment Reminders


Shipping Alerts

Contract Reminders

Sanoma Contract Reminders for HUMO Magazine • Challenge :

• Sanoma wanted to contact clients with the purpose to not forget to extend their subscription to the weekly magazine HUMO.


• Set up an automated outbound notification solution via Voice Call and finally SMS (after 3 call attempts)

• Sanoma gave the choice to customers to receive the information about Contract via SMS, E-Mail or extend directly on their website

• Advantages, results, ROI for HUMO:

• Increase Customer Lifetime Value

• Reduce Churn Rate

• Invite customer to stay on a friendly manner via a personalised call

• Leave open choice to customers to contract via their preferred channel


Contest & voting

Satisfaction survey


Direct Marketing


Boost Your Business Contest • Challenge :

• BNP Paribas Fortis wanted to attract new business clients by allowing people to vote for the best business in town

• BNP wanted to avoid fake votes on their website due to robots

• Offer New Business Clients the opportunity to have their logo on the Royal Sporting Club Anderlecht Football Jersey during one game as well as 10K€ Marketing Budget

• Solution provided : • Interactive Communication Box solution to organize votes via SMS,

one phone number, one vote, no cheating possible.

• Integrate valid votes only to the www.boostuwbusiness.be website

• Advantages, results, ROI for BNP Paribas Fortis: • Easily deployed

• One common interface to handle all SMS Votes

• Easy Access to Statistics

• Voting Results are displayed directly on the www.boostuwbusiness.be website

http://www.boostuwbusiness.be/

http://www.boostuwbusiness.be/


Contest & voting

Satisfaction survey


Direct Marketing


UCB satisfaction survey

• Challenge : • UCB has different contact centres in Europe, different contact

groups (patient, doctor, pharmaceutical representatives…) and sells different drugs

• UCB wants to evaluate service level in these contact centres

• Solution provided : • Automated inbound satisfaction survey via Interactive Voice

Response Application after the call with agent

• 3 Different Scenarios for 3 different contact groups

• 5 languages for 5 different countries (ES, IT, FR, DE and UK)

• Advantages, results, ROI for UCB : • Rapid Deployment

• Metrics and KPI’s sent each day

• Fully automated

Lampiris satisfaction survey via SMS • Challenge :

• Lampiris wants to evaluate service level in call centre

• Contact customer directly with 1 SMS and 1 short question

• Solution provided : • SMS Gateway to send question and receive answer

• Small question to evaluate service

• Grade service quality from 1 to 10

• Advantages, results, ROI for Lampiris : • Message sent automatically after the call

• Answers received directly in one Database

• Results directly displayed in system on graphs

• Ease of use for Lampiris and customers


Contest & voting

Satisfaction survey


Direct Marketing


Automated Call Campaign

• Challenge : • Truvo had to contact all their customers receiving the

Yellow Pages in their letterbox to ask them if they still needed the paper version.

• Impossible as well as too expensive with a traditional call centre.

• Solution provided : • RingRing deployed an automated call campaign.

More than 4.900.000 outbound calls made in a few months. +/- 12.000 calls per hour.

• Advantages, results, ROI for Truvo: • Each customer who did PRESS 2 to confirm they no

longer needed the Yellow Pages generated a saving of between 2€ & 6€ for Truvo.

• 13% of the people called didn’t need the paper version anymore.

FR NL


Contest & voting

Satisfaction survey


Direct Marketing


Base Company to obtain opt-in on e-mails

• Advantages, results, ROI for Base Company: • Base contacts its clients in a friendly and automated manner

• E-mails collected are confirmed with automated e-mails

• Base multiplies opportunities to contact its customers

• Base has new ways to promote its offerings

Base sends prepaid mobile phone number list

RingRing sends SMS’s to get E-Mail Addresses

RingRing sends automated e-mail to

validate e-mail addresses

Base Company gets a Database of valid e-mail addresses to work with 1

2

3

4

BMW invites via SMS for a i3 Test Drive • Challenge :

• Invite people to test the new BMW i3

• Solution provided : • SMS Gateway to send test requests and

collect answers via SMS

• List of prospects to call back via Call Centre to make a test appointment

• Advantages, results, ROI for BMW: • All details from prospects who want to test

• Statistics of the SMS action on web portal, in real time

• Rapid Deployment

• People come to local dealers to test



Self-service Voice & SMS VoiceXML Cloud Call

Centre

Smart Call Routing at Cofidis

• Challenge : • Cofidis needed to handle 50.000 calls per month and help

customers get the right agent directly

• Solution provided : • Smart Interactive voice response application

• SIP Trunking and Voice over IP technology

• Connected via Web Services to Cofidis ERP system

• With Customer ID entered, customer is directly connected to agent in charge of open invoices

• Call Centre Agent sees customer phone number directly on device screen

• Advantages, results, ROI for Cofidis: • Solution is hosted at RingRing

• Fast deployment

• Rapid change requests

• Low investment as no extra infrastructure is needed

Smart Call Routing at AXA

• Challenge : • AXA group regularly promotes its Family Protect proposal on

French & Italian TV channels.


• Setup of marketing numbers to subscribe to Family Protect proposal.

• During opening hours, calls are transferred to the call centre.

• Outside opening hours, the phone numbers of the callers are listed and directly made available for AXA on a web interface.

• Advantages, results, ROI for AXA:

• Automated support 24/7.

• Statistics by media.

• Customized Website.

Smart Call Routing at Intrum Justitia • Challenge :

• Intrum needs to handle 55.000 calls per month and help customers get the right agent directly


• Smart Interactive voice response application • SIP Trunking and Voice over IP technology is used • Connected via Web Services to ERP system • With Customer ID entered, customer is directly connected to agent

in charge of open invoices • Call Centre Agent sees customer phone number directly

on device screen

• Advantages, results, ROI for intrum Justitia:

• Solution is hosted at RingRing • Fast deployment • Rapid change requests • Low investment as no extra infrastructure is needed

Voice Self Service application

• Challenge : • Edenred needed a new way to communicate with the e-TR recipients.

• Solution provided : • RingRing set up a Voice solution to receive all incoming calls from the

beneficiaries & IVR platform answers calls automatically.

• RingRing ‘s platform is connected to Edenred via secure web services to deliver this automated information.

• Non-automated calls are transferred to a competent and available agent.

• Advantages, results, ROI for Edenred: • SAll calls from beneficiaries who have questions about their e-ticket

Restaurant are supported by RingRing’ s platform.

• Answers to frequently asked questions are automatically handled by the IVR.

• Only calls requiring an agent are transferred to the contact centre. This allows Edenred to optimize resources of their call enter.

• UUI is used to communicate information collected on the IVR to the agents.

• Possibility to activate proactive messages to the users in the event of problems on the network or in the contact centre.

Voice Presence Tracker • Challenge :

• bpost wanted to manage working time and location of +/- 2.000 “Cleaning personnel” with a link to the HR department allowing bpost to pay salaries based on time present statistics.

• Solution provided : • RingRing set up an IVR where each member of the Team makes a

call at the beginning & end of services with a personal identification code.

• IVR application checks the compliance of code with location,

• The application sends an SMS alert to report a non-presence.

• A web application interface provides a complete range of reports & statistics (customized by area, geographic zone, person or periods).

• Advantages, results, ROI for B-Post: • Administration via web platform.

• Easy updates of Cleaning Team and post offices locations.

• Connection with HR department and calculation of salaries.

• SMS alerts in case of non-presence.

FR NL

On-Demand information via SMS for banking Services • Challenge :

• bpost launched the BPAID prepaid credit card and wants a simple way to provide the balance to its cardholders.

• Solution provided : • Manage the "On demand" SMS service consultation of the balance

for the BPAID card.

• The consumer sends an SMS to 8686 short number.

• App automatically checks balance via web services and returns information to the consumer through a secured system.

• Advantages, results, ROI for B-Post: • Detailed statistics for bpost.

• Instant balance information for the card holders.



Self-service Voice & SMS VoiceXML Cloud Call

Centre

A-desk “Business Line”

• Challenge : • Telenet wanted to offer another way to reach the call centre for

their business clients.


• A website allows Telenet business customers to contact a chosen call centre agent directly

• It bypasses Telenet normal call centre number.

• Advantages, results, ROI for Telenet:

• Unique and personalized way of serving business customers.

• Less waiting time

• More efficient client service.

Ease Call-Centre Operations

Phone self-service inbound VoiceXML Call Centre

optimization


Optimized IVR at S-Clinica via Voice XML

• Challenge : • S-Clinica handles IVR and Web Apps for drugs clinical trials on

volunteers

• They needed to increase their call handle capacity rapidly to manage 2.500 calls a day

• Solution provided : • A Voice XML solution executed at RingRing

• Advantages, results, ROI for S-Clinica: • S-Clinica can make custom application developments

thanks to Voice XML

• No need to invest in a costly infrastructure

• Unlimited inbound call capacity

And Many More Happy Clients use cloud communications at RingRing

Thank you for your

attention

THE RING RING COMPANY Culliganlaan 2/F

1831 – Diegem Tel : +32 (0)2 334 23 00 Fax : +32 (0)2 502 76 07

www.ringring.be +32 (0)2 334 23 00 @RingRing_be

http://www.ringring.be/

Ring Ring general presentation

Technology

Transcript of Ring Ring general presentation