Your SlideShare is downloading. ×
SMS Technology Implementation into MSSA
SMS Technology Implementation into MSSA
SMS Technology Implementation into MSSA
SMS Technology Implementation into MSSA
SMS Technology Implementation into MSSA
SMS Technology Implementation into MSSA
SMS Technology Implementation into MSSA
SMS Technology Implementation into MSSA
SMS Technology Implementation into MSSA
Upcoming SlideShare
Loading in...5
×

Thanks for flagging this SlideShare!

Oops! An error has occurred.

×
Saving this for later? Get the SlideShare app to save on your phone or tablet. Read anywhere, anytime – even offline.
Text the download link to your phone
Standard text messaging rates apply

SMS Technology Implementation into MSSA

279

Published on

0 Comments
0 Likes
Statistics
Notes
  • Be the first to comment

  • Be the first to like this

No Downloads
Views
Total Views
279
On Slideshare
0
From Embeds
0
Number of Embeds
0
Actions
Shares
0
Downloads
1
Comments
0
Likes
0
Embeds 0
No embeds

Report content
Flagged as inappropriate Flag as inappropriate
Flag as inappropriate

Select your reason for flagging this presentation as inappropriate.

Cancel
No notes for slide

Transcript

  • 1. THE IMPLEMENTATION OF SMS CELLULAR TECHNOLOGY INTO MARIE STOPES SA’s EXISTING COMMUNICATION INFRASTRUCTURE – A CASE STUDYGroup 4
  • 2. Introduction
    Current Call Centre infrastructure
    A toll free landline number
    76.3% of adult South Africans have access to a cell phone
    Globally, close to 200 000 text messages are sent every second
    MSSA not adequately capitalised on mobile communication to improve the way they communicate with clients
  • 3. Motivation for new technology
    Drop in calls attributed to the difficult economic climate, and the inaccessibility of landline telephones
    The manner in which the “cost of call” objection could be overcome
    Improved access to information about services and clinical backup, without additional cost
  • 4. Options in SMS technology
    USSD (Unstructured Supplementary Service Data)
    Uniserver option
    Server-based application
    Makes use of SMS and Please call me
    Require the purchase or lease of GSM Modems to host the server
    Security in terms of data storage
    Request in short codes, or menus from the network
    Starts with an asterisk key (*) followed by digits, separated by a *, and terminated with a hash key (#)
    Utilise the Mytxt system to send messages
    Data storage using cloud technology
  • 5. Proof of Concept
    Seven clinics selected to be part of the pilot rollout over 1 month
    Outbound campaign to the selected areas raising awareness of the SMS free number campaign
    30,000 cell phone holders, selected as female, between the ages of 15 and 24 sent awareness messages
    Response rate of 3.7%, which is well over the recognised response rate of 1.5% to unsolicited messages
  • 6. Implementation
    Training of the existing MSSA call centre operators
    Bulk SMS messages to the purchased database were released on 6 June 2011
    Backlog of responses for agents to clear
    600 requests for either information or a return call from an operator
    The SMS functionality has ensured maximum reach and great usability
  • 7. Post implementation Monitoring
    Total of 1127 SMS queries had been received by the call centre in June 2011
    Limited reporting facility but valuable information
    Database of approximately 1000 contacts established
    Contacts with clients have increased
    Call centre operators capacity increased
    Can control and monitor the communication cycle
  • 8. Lessons Learned
    The need for a clear, researched implementation strategy
    Timelines, roles and responsibilities are clear
    Dependency on consultants who are not part of the organisation and its functioning should be managed
    Management team should continuously evaluate the new system
    Legal implications of any new technology used should form part of the pre-implementation research
  • 9. Thanks for Listening Group 4
    Questions?

×