GB-Stafford: SARH Two Way SMS Procurement

Tender description

The provision of a Two-Way SMS solution. The High Level Business Requirements are detailed below: ♣To provide customers with a new and more convenient way of contacting SARH. ♣To provide SARH with a more convenient way of contacting Customers. ♣To potentially deliver efficiencies for call handling in all departments across the organisation. ♣To encourage more use of online services. ♣To further improve the SARH customer service / growth offer. ♣Enhance the reputation of SARH for innovation and help underpin future partnerships. Background on requirements for SMS / Expected Business Benefits ♣More communication choices for customers ♣Better Customer satisfaction ♣A more coherent view within SARH of customer satisfaction levels / views / concerns etc. ♣A reduction in the call volume to Customer Services (50% of calls currently concern repairs) ♣Increase in paperless transactions ♣Easy way to facilitate brief transactional customer satisfaction surveys ♣Automated workflow to streamline operations ♣Some operations will be more effective via SMS than phone or letter i.e. Early low level rent arrears progression by SMS / reminder of gas servicing on the day to reduce no shows. ♣Less intrusive form of communication for customers ♣Easier proactive communications – Early low level rent arrears reminders by text etc. ♣Bulk Texting by criteria - e.g. send a particular text to all over 1 week in arrears ♣Lower volume of calls, letters and emails due to 1st line filtering by the Customer Services Team and increased closure of calls. ♣Economies of scale by increasing the capacity of Customer Services without increasing staffing ♣Reduced Printing / Phone calls / Letters