Ring Ring general presentation

What we do in a nutshell
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

Secure IT
Infrastructure
One-Time
Password
Crisis
communication

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).

Crisis Communication Centre
explained
https://youtu.be/i4gV6tIy-94

Crisis Communication Centre at
Delhaize
• Challenge :
• Delhaize wanted to optimize its communication during
a crisis or incidents.
• 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
Alerts &
notifications
Payment
Reminders
Appointment
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
• 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
• 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.
• 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.
• 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.

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
• 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.
• 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.
FRNL

Payment Reminder at Cofidis
• Challenge :
• Cofidis wanted to send reminders to customers for debt collection
at a lower cost.
• 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
• 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

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.
• 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.
• 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

• Challenge :
• Better inform IKEA clients when a parcel will be delivered
• Use e-mail first then SMS or Voice shipping notifications
• 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 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 of 3 Suisses service quality level.
• Decrease number of calls to 3 Suisses call centre
regarding delivery problems.

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

Support
Marketing
Initiatives
Contest &
voting
Satisfaction
survey
Automated
call campaigns
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
• 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

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
• 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
• 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

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.
• 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.
FRNL

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 with1
2
3
4

BMW invites via SMS for a i3
Test Drive
• Challenge :
• Invite people to test the new BMW i3
• 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

Enhance Customer
Experience
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
• 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.
• 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.
• 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.
FRNL

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.
• 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.

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
• 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
Page 50

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

Ring Ring general presentation

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