In August 2008 PhonepayPlus introduced the Broadcast Prior Permission Requirement following highly publicised compliance issues within the industry. As a response to this, Mobile Interactive Technology (MIT) designed and built a self serving customer refund solution. Refund Manager is integrated into MIT’s in-house interactive campaign management tool MIDAS and allows consumers to self serve a refund following an early or late SMS entry sent into a vote or competition.

Using a combination of web and SMS interaction, entrants can self serve a refund by logging on to a website, confirm their identity and enter their personal details for fulfilment. This process provides your customers with 100% transparency into the refund process and also allows them to donate the money to charity if they do not wish to claim it for themselves. Once a successful refund or donation has been completed by the user all details are filtered into your fulfilment process.

As well as providing your business with compliant premium rate voting or competition services, Refund Manager offers a number of clear benefits:

• Simple user experience
• Cost effective automated service
• 100% consumer transparency
• Reduced impact on customer care teams
• Restores confidence to consumers
• Promotion of additional services to customer base such as mobile website

Services

1.    Campaign Management
2.    Reporting

Campaign Management

Refund campaigns can be set up in one of two ways, either by MIT’s experienced in house Client Services team or by using the Refund Manager secure online self set up wizard.

The easy to use automated wizard enables the setting up of a refund campaign and, along with detailed reporting, provides a number of key features such as:

• Ability to edit messages sent to consumers
• Ability to set campaign start and end dates and times
• Add/edit charities
• Bulk upload of consumer mobile numbers who require a one off refund
• Limit the number of refunds per customer to prevent fraud

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Figure 1: Example text messages for Refund Manager

Reporting

MIT appreciate how important reporting and analysis is in running and determining the success of an interactive campaign. As with all of MIT’s products, Refund Manager comes with in-depth reporting tools that are not only designed for analysis but also aid customer care teams. The reporting tools allow data to be filtered by events such as date or claim status and provide a complete audit trail for compliance and refund fulfilment. Reports can be either viewed online, saved or exported. All reports run with up to date, real time information.

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