SMS banking allows customers to access selected banking services through SMS messages on their mobile phones. It is an easy way for banks to reach customers anywhere instantly with urgent messages like alerts. Banks can use SMS banking to alert customers of potential fraud and send mass notifications. The Coretalk software discussed in the document focuses on value added services and additional products offered by banks through SMS messaging. It provides examples of how banks can use SMS for customer service, updates and reminders, notifications, and targeted marketing campaigns. Banks found the tool valuable for large-scale communication with customers and saw improved performance and customer service scores as a result.

1. VALUE PROPOSITION
Banking and Finance Houses
SMS Banking is a technology-enabled service offering from banks to its customers, permitting them to
operate selected banking services over their mobile phones using SMS messaging. As a personalized
end-user communication instrument, today mobile phones are perhaps the easiest channel on which
customers can be reached on the spot, as they carry the mobile phone all the time no matter where they
are. Urgent warning messages, such as SMS alerts, are received by the customer instantaneously; unlike
other channels such as the post, email, Internet etc. on which a bank's notifications to the customer
involves the risk of delayed delivery and response. The SMS Banking channel also acts as the bank‟s
means of alerting its customers, especially in an emergency situation; e.g. when there is an ATM fraud
happening in the region, the bank can push a mass alert (although not subscribed by all customers) or
automatically alert on an individual basis when a predefined „abnormal‟ transaction happens on a
customer‟s account using the ATM or credit card. Where other software houses have focused on the
internal account maintenance and control through linked systems as above, the Coretalk software is
aimed rather at the value added services and additional product offering of the banks.
1. Service:
Consultants are able to keep in regular contact with a large volume of their customers at the touch of a
button and at a minimal cost to the Company.
Thank you for banking with Bank North branch. Should you have any queries. Kindly contact your
Relationship Manager, Kerry Don on 011-5601046
Dear Valued Customer, your feedback regarding our service is important to us. Please rate your service
experience at Musgrave Road on a scale of 1-10 (10 being excellent). Thanking you for your feedback.
When the customers respond via sms a report is generated and if the customer‟s rating is 7 or lower the
branch manager will contact them to discuss and hopefully improve this rating for the future.
2. Updates & Reminders
Customers are updated regularly with regards to changes within the branch and reminded of important
information that may affect them.
Reminder! Business assurance breakfast 15/9 at 7h30. Bank Umhlanga Ridge 3rd floor. See you there!
3. Notifications:
Customers are notified of all cards or packages that are ready for collection. The sms template includes a
list of all documents required upon collection.
Dear Valued Customer, your MasterCard is ready for collection at our branch. Kindly bring your ID or if a
3rd party is collecting on your company's behalf, please supply a signed letter confirming authorization &
their ID.
Dear Valued Customer your new current account has been approved; please bring your original i.d, proof
of residential address, latest salary advice & a deposit to activate the account. See a Customer
Consultant upstairs.

2. VALUE PROPOSITION
Banking and Finance Houses
4. Marketing:
Requests are put forward to head office for reports relating to different Customers: portfolios, income
brackets and various other categories. These spread sheets are cleaned and imported into the Coretalk
data base. A pre-approved template relating to the specific marketing campaign is sent as a bulk sms to
the relevant group. If the customer is interested and would like to be contacted they will respond with a
relevant word. A report is then generated and distributed to the relevant consultants.
 Prestige Offering> Dear Valued Customer this is a reminder to set up an appointment to discuss
the Prestige Offering. For more details please contact 0860001321. Thank you for your time.
 Home Loans> Are you thinking of buying a new home or improving your existing property? If so,
please reply "yes" to this sms and Vanessa Chetty, your Prestige Banker will contact you.

 E-Loan> Dear Valued Customer, call in at Bank Musgrave Road branch with your ID & latest
payslip to enquire whether you qualify for an E-Loan.
 Funeral Plans> Dear Valued Customer, reply to us for information about our Funeral Plan Lite
Policy at a low premium of R32 per month. We thank you for your time.
 Staff Benefits> Do you have more than 5 permanent staff members. Would you like to hear
about our staff benefits? Reply "staff" to this message and our financial expert will contact you
 Current Accounts> Dear Valued Customer your new current account has been approved,
please bring your original i.d, proof of residential address, latest salary advice & a deposit to
activate the account. See a Customer Consultant upstairs.

 Future Liability Planning >Would you like to hear more about future liability planning for your
business? Reply "yes" to this message & our financial expert will contact you.
 Financial Advice/Planning> Greetings from Bank, Business Banking, Musgrave Road. Are you
financially fit? Let our Financial Consultant give you a free financial “check up” by replying to our
sms. Thank you for your time & have a great day
 Vehicle and Asset Finance> As a valued client of xxx Bank you have a Pre-approval facility with
ourselves for purchase of Motor Vehicles. For further information please reply with the word "
BRANCH NAME" to this SMS number
“This tool proved to be valuable as we were able to communicate to our customers on a large scale due
to the number of SMS's that we could send out per batch. We contacted customers from a marketing
drive where we cross-sold Home Loans to Cards to VAF, etc. Customers appreciated this as the
response was great. Besides marketing initiatives, we utilized it for Service initiatives. Again, a fantastic
tool as the response was huge. Overall, a great system that can be utilized for banking needs. We found
great value and we saw what a difference this system made to our performance & service score”