Mobile Interactive Technology (MIT) through its MIDAS platform can provide a range of services to enable your business to function more cost efficiently and increase productivity. Key features such as sending employees or clients messages at critical times; enabling clients, customers or employees to contact you via text message; and running surveys for consumers or employees will enable your business to have better relationships as well as save money.

The platform and related messaging gateways are designed to work in a range of different scenarios and environments, ranging from call centres to human resources.

The technologies used are proven to be effective and reliable with over 40 million messaging interactions processed in 2008. MIDAS is monitored 24/7 by the MIT Operations team to ensure a reliable and robust service is in place.

Benefits include:

• Direct communication with staff
• Enhanced communication with customers
• Cost effective solutions
• Fully compliant data management

Services:

1. List Management
2. Outbound Messaging
3. Inbound Messaging
4. Responses
5. Surveys
6. Customer Relationship Management
7. Client Services
8. Reporting

List Management

MIDAS allows you to manage a compliant list of users, with simple opt in/opt out mechanics either through a text message, a mobile Internet site or through the web.

Lists can be uploaded directly into the system or can be transferred securely from your databases or CRM systems into the tool.

In addition to the contact telephone number other related data and fields can be transferred - examples include name, location, gender and work department – this list is not prescriptive and can be flexible to your needs.

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Outbound Messaging

MIDAS provides simple solutions to contact audiences through text messages and picture messages. For targeted lists of consumers, messages can be sent within seconds to a mobile phone; messages can be scheduled or sent live on an ad hoc basis.

MIDAS has an inbuilt campaign manager that enables message creation, delivery of messages, user management, profiling of users and reporting (including data analysis).

Using SMS or text messages up to 160 characters can be sent, using MMS or picture messages - images, videos and a large amount of text can be sent.

Campaigns using SMS and MMS as a direct communication tool are now proven to provide great response rates and enhance relationships with both customers and employees across a variety of business sectors.

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Figure 1: MIDAS management tool showing the SMS creation function

Inbound Messaging

MIDAS can also provide inbound communication to your staff and customers allowing them to send messages to your business via SMS, MMS or by dialling mobile voice short codes.

Messages can be read and exported in a number of different formats from MIDAS to be assessed and acted upon.

Voice calls using 5 digit mobile short codes, which provide the consumer with price transparency, can be routed to your existing switches or call centre services.

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Responses

Responses from inbound messages can be managed within MIDAS in three different ways. Firstly MIDAS can provide an auto response to each message received with a set template. Secondly different messages can be sent back depending on the keyword or content of the message. Thirdly each response can be handled individually using the inbuilt management tools within MIDAS and replied to personally.

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Surveys

MIT can offer feedback and survey services through MIDAS using simple to use online wizards.
Surveys can be used to gather opinions and perform research on topics such as staff opinions on training days or company policies. All surveys are conducted through simple SMS interaction and questions with responses managed in MIDAS for you to monitor.

Surveys can also be used with customers to get specific feedback on products and services you offer.

Surveys can contain both qualitative and quantitative questions and full analysis and reporting can be provided by the MIT Client Services team or directly by your own in-house team who can be trained on the tools.

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Customer Relationship Management

MIDAS offers complete customer relationship management (CRM) tools enabling your business to capture key data from your campaigns. Using Business Objects, analysts can create personal profiles on customers such as their behaviour. MIT’s CRM tools allow your business to create better relationships with your customer base by delivering valuable and targeted communications.

Key Features include:

• Personalised SMS or mobile internet experience
• Data cleansing
• Consumer profiling
• Integration with external CRM systems
• Programme Management

MIT is the first UK aggregator to offer an intelligent CRM service to capture, manage and report on consumer data which has generated new revenue through data and partnerships for existing clients. For more information on CRM click here.

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Client Services

MIT has a dedicated in house account management team with over 20 year’s industry experience. The Client Services team set up, configure and test your campaigns in order to make sure the service is compliant with industry guidelines and offer your customers a first class service. The team provide dedicated support and establish clear processes with your business whilst also providing incident management along with detailed reporting. For more information on Client Services click here.

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Reporting

The MIDAS application provides in depth reporting on all of its features enabling your business to receive the best possible live and post event analysis from your campaigns and services.

Key reporting features include:

• Interaction breakdown by time
• Event breakdown
• By Operator
• Message delivery status
• Geographical mapping
• Data exports
• Customer tracking

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Figure 2: MIDAS management reporting tool showing messages by time