Issue:
The objective was to keep the customers updated with the status of their complaint through SMS based alert reports. It was challenging to integrate wired network of reporting with a wireless mobile network making the whole process automatic.

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 customised fully automatic application connecting 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.

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 projected was completed in just 20 days.

Technology:
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 report SMS is being generated and through Zed-Axis SMS report server it is delivered to the customer's mobile.

Impacts:

• 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.

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