Strategizing Text-Based Customer Service for PAMANA Ka Sa Pilipinas

By Alexander S. Bautista, Business Development Consultant
I-Contacts Corporation, 8th Floor, Universal Towers Building, 1487 Quezon Ave., Quezon City
Landline number: 848-8875 / Mobile number: 0918-3370655

Business Overview
Providing accessible communication is not an easy task and you have to continuously find ways to serve your members better. Given the fast pace lifestyles of today's people, they hardly have time to personally inquire on basic information or give their comments or recommendations to specific groups. Therefore, we should be the one to reach out to these concerned individuals, to make available communication channels to address their needs for them to feel that they are really important to us. That is why, I-Con would like to help you tap another contact channel which is widely accessible to these on-the-go individuals, the Mobile Communication.

Given the nature of Filipinos to easily adapt to innovations and technology, we can now make use of this interest by tapping the latest and most affordable medium of communication which is, “Short Messaging System (SMS)” or popularly known as “text messaging” to send and receive information easily, anytime, anywhere.

Business Proposal
This solution will utilize communication systems based on SMART's real-time text messaging technology (SMS), which is widely available to the general public.
I-Con offers to provide PAMANA KA SA PILIPINAS with “ PAMANA Text Service”, a fully automated text-based service wherein the public will be able to send their comments, get information and conduct other activities on their cellphones.
This will result in the following benefits:
• Improved Customer Relations Management
• Wider Coverage (Nationwide)
• Enhanced Techno-Savvy Corporate image
• Least costly means of communication for the customers and for PAMANAKA
• No set-up cost

SMS Care Service Applications
1. SMS SPEAK! - This is a message forwarding and response management system that will enable PAMANAKA to receive text messages as feedback, questions and suggestions from its members, concerned citizen either through a cell phone or an e-mail address. Responses can also be programmed either manually or automatically.
2. MOBILE WEB - This application is a customizable information on demand using static and dynamic data. PAMANAKA will upload fixed information that will be accessible to its customers through assigned keywords.
3. M-PULSE - Data gathering and polling with real-time reports via SMS.

SMS Care Corporate Solutions
Customer Relations Management
• Receive real-time feedback or report
Example: Message: REPORT “May nagdadynamite fishing ditto sa lugar naming, sa Bgy Talim, Bohol.”, then send to 700PMN/700766;
Autoresponse: “Salamat sa inyong malasakit sa ating karagatan. Ang PAMANA KA SA PILIPINAS ay nagpapahalaga sa inyong mga inuulat! Mabuhay ka Pilipino!
• Provide information-on-demand made available by client:
Example: Message: INFO ADDRESS then send to 700PMN/700766
Response: PAMANA KA SA PILIPINAS is located in Cebu City ….
• Conduct survey or polling service:
Example: Keyword: PAMANAKA
Survey: “Kumust ba ang serbisyo ng PAMANAKA sa inyong lugar?”
Options : A) Napakainam B) Magaling C) Ayos lang D) Sablay
Syntax for Voting: POLL PAMANAKA A then send to 700PMN/700766;
Response: Your answer to PAMANAKA survey has been successfully recorded

Process Flow of SMS Care Services
A. SMS Speak (missing graphic)
B. Mobile Web (missing graphic)
C. M-Pulse (missing graphic)