Telcos

Operational Customer Relationship Management (CRM) Using Short Message Service (SMS)

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Executive Summary

To make sure that customer receive a personal attention, the front-office officer calling customers day by day to remind customer to maintain their vehicles regularly. This routine was done by phone, called Maintenance Reminder System (MRS) but this process considered costly and takes much time. In this paper, the authors will propose new model to remind customer utilize short message service. By using their proposed model, the service provider company gained cost effectiveness and increase time efficiency. According to the result, using Short Message Service (SMS) system can remind 5-10 customers to maintain their vehicles within a minute more efficient compared to calling customer one-by-one.

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