Mobile Application

The Challenge
Integrating wired network of reporting with a wireless mobile network was the real challenge. Moreover, customer wanted the whole process to be automatic without any manual intervention.

The Solution
Zed-Axis suggested the implementation of its state-of-the-art Short messaging service based customer care [SMSCC] Mobile CRM application. It’s a customizable fully automatic application.

Being the implementer of their existing HP SRFR Reports system, we were in a position to provide them the solution with ease and speed. The solution was customized to fit into the needs of the client. We integrated it with the HP SRFR Reports to get the reports input.

The solution fully developed on robust Java platform is using technologies like JSP, Servlet, RMI, JMS and Java Beans. As soon as a customer lodges a complaint at any of the HP service centers it is being updated into the HP SRFR system and dynamic SMSCC application is invoked. An alert repot SMS is being generated and through Zed-Axis SMS report server it is delivered to the customer’s mobile.As soon as the customer’s complaint status changes in the complaint report server an auto alert SMS is generated and is delivered on the customer mobile.

The Benefits
Mobile CRM connects front and back-office functions into a single, customer-centric operation. And enables collaboration among service centers and customers by providing relevant, personalized information from multiple data sources and business processes. Some of the outlined benefits of the Mobile CRM are as follows:

§ Improvement in customer/service center relationship
§ Repeat service orders for the service centers
§ Reduced cost of communication between customer and service center
§ Providing flexibility in customer communication.
§ Establishing a closed loop service business.
Customer satisfaction level improvement