High impact use cases where ‘Push Messaging on top of OTT channel will score

HIGH IMPACT USE CASES WHERE PUSH MESSAGING ON TOP OF

OTT CHANNEL WILL SCORE08

Actionable Messenger

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CHATTING

Chatting enabled through mobile messenger application is becoming a classic contemporary use case in the market today. People are weary of phone calls these days, they are more comfortable with availing services through messaging.

GRANULAR MESSAGING

SMS as a channel is cost prohibitive when it comes to granularity of communication and hence organizations hold back on the quantum of messages they actually communicate through this channel, only the drop dead essential messages are communicated through this channel.

Example: When can I expectmy product to be

delivered?

Your product willbe delivered by

tomorrow

Where is my product right now?

Your product isat delivery hub

Account Balance

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UBIQUITOUS INFORMATION ACCESS & CUSTOMER SELF-SERVICE

Organizations are constantly on the lookout for serving their customers better and fast. Like in the case of the automated phone call answering system which attempts to provide most frequently sought information through a menu driven voice response system before you can get to speak with an agent, even in messaging customers will prefer being served frequently sought information (account balance, delivery status, inventory level, etc) through a self-service access system.

Delivery Status

Inventory Level

ERP CRM

CASE/TASK MANAGEMENT & EVENT-RESPONSE

Enterprise systems (ERP/SCM/CRM & Home Grown) rely heavily on employees inputting information at process gating points in the form of approvals, process stage data feeds, acknowledgements mandated by compliance, etc. Form of Approvals

Process stage data feeds

Acknowledgements

SCM

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CONCIERGE SERVICES COMPLIANCE MONITORING

The context of reference to the term ‘concierge service’ here is for the provider to generate educated response to call for support or help from a user.

Compliance is an essential part of corporate governance and recording of a compliance is crucial for enterprises. Compliance recording plays a crucial role be it taking an approval for placing an order, making a payment, securing doctors approval for a treatment, getting the patients approval for a treatment, etc.

When should I come for the treatment?

You can come on Monday at 10 am

Compliance Recording

We will come at 9 pmtoday for dinner and we

are totally 5 members

How many members and at what time

we can expect you?

CUSTOMER SUPPORT

USER

I need to book a table at your

Restaurant

Thank you, your tableis booked today

at 9 pm

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INTRA ENTERPRISE MESSAGING/COMMUNICATION & ENTERPRISE ALERTS & NOTIFICATIONS

Enterprise messengers are also becoming popular for serving enterprise ‘alerts & notifications’. Alerts and notification forms a crucial life line for a day to day enterprise operations, be it a new enquiry being registers, a new order secured, a projected delay in shipment or an exigency (fire) in the manufacturing plant to name a few.

ENTERPRISE ALERTS

NOTIFICATIONS

0101

01

01

01

01

01

01

01

01

01

Fire accident in plant 05, so please get out of Manufacturing unit immediately and be safe.

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VERTICAL SOLUTION

Retail

BFSI

Healthcare

Hospitality

Oil & Gas

Logistics

Upstream & Downstream process

Track & Trace

Ads

Lead generation

Payments

Logistics Notifications

Loan approval process

Account balance enquiry

Payments

Healthcare Institution Doctor-Patient-Insurance Communication

Meal choice on flights

Gate number notification

Room Service

A

B

C

A

B

C

A

A

B

C

D

A

A

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THEME BASED SERVICES

Unified Rewards program

Warranty Management Customer Support

Coupons Hub Lead Generation

Bill Presentment & Payment

Mobile messengers can play a very crucial role in theme based services, these are services based on push messaging based mobile applications.

08

Actionable Messenger

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