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Banking and Finance

How a Retail Company Improved Employee Productivity with Soprano GAMMA

messaging transportation industry
Cpaas Soprano Connect
Challenges

How to improve customer engagement and employee productivity?

  • They had 30+ technicians responding to meter issues in multiple cities on a very tight turnaround
  • Consumers and technicians would call directly into the company’s support center, and support calls were logged through a call center management software web portal
  • Machine downtime was a revenue loss for councils (direct revenue loss and loss from parking tickets)
  • They were texting technicians with the machine number and street address, but the SMS messages to technicians were often delayed, not received or not viewed and responded to in time
The Solution

Adding secure IP Messaging to streamline processes

  • Soprano GAMMA – workflow messaging mobile forms to automatically broadcast jobs (A2P) to available technicians in the right area.
  • GAMMA user groups were established per geographical area to ensure tickets go to the appropriate group of technicians.
  • A2P + P2P messaging for shift offers, technician communication and other workflow automation
Secure Internal Communications
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The Result

Reducing the time spent on jobs and increasing company’s efficiency

  • Technicians now use GAMMA workflow messages to respond and “claim” the job, notify the company they’ve arrived on site and work has begun, and send job closeout notifications, increasing the company’s efficiency and ensuring parking meters have less downtime.
  • Reduce wasted time spent calling/texting multiple technicians for one repair
  • Accurately tracks time spent on jobs

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Soprano Connect’s Customers

Soprano Design have more than 4500 customers globally across APAC, EMEA, LATAM and the US.

Our customers range from large corporations to independent companies across every industry possible including Government, Healthcare, Finance, Education, Retail, Manufacturing and Logistics.

Soprano Connect is a leading communications platform-as-a-service (CPaaS) credited by IDC as a “Major Player” in CPaaS and by 451 Research as a “CPaaS Vendor to Watch” in 2021.

Soprano Connect is a leading global CPaaS solution, proudly featured by

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Appointment and reminders

  • Appointment confirmations
  • Scheduling system communications
  • Appointment reminders
  • Appointment amendments or alterations

Security and Compliance

  • Two-factor authentication
  • Secure communication platform
  • Sending and receiving sensitive documents
  • Maintaining compliance and privacy controls

Critical messaging

  • Crisis management
  • Worker safety
  • Patient notifications
  • Banking security notifications

Omnichannel marketing messaging

  • CRM updates
  • Promotional marketing messaging
  • Lead nurturing
  • Sales outreach

Updates and confirmations

  • Dispatch and delivery updates and confirmations
  • Booking confirmations
  • Contact centre communication
  • Billing confirmations

Education and awareness

  • Student engagement
  • Charity outreach
  • Government awareness programmes
  • Surveys

Remote work solutions

  • Remote work communication
  • Workplace transformation
  • Employee satisfaction and wellbeing
  • Internal staff communication tools

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