Contact Center Solutions Featured Article

Digicel Leverages TextServ Customer Engagement Platform Ensuring Increased ARPU

November 11, 2010

As a provider of telecommunication carriers with next generation customer engagement and mobile marketing solutions, TextServ LLC, has been chosen to deploy its innovative customer engagement platform for Digicel, thus enabling efficient execution of Digicel’s customer centric strategy, reduce churn, as well as increase revenue per user. With over two million customers, Digicel Jamaica will be the first to adopt and deploy the unique service.


In a press release, Mark Linehan, Digicel Jamaica CEO, said, “TextServ provides us with an innovative approach to loyalty marketing as it enables us to monitor the customer lifecycle and trigger real-time personalized relevant promotions on a continuous basis. That in turn means that, by combining real-time events with two-way communication flow; we can deliver the right message to the right customer at the right time.”

TextServ’s SaaS offering supports rapid integration with billing, CRM or third party system and simultaneously helps reduce churn, increase ARPU as well as improve customer experience. By using millions of real-time customer event that are fed by Operators from multiple sources, TextServ’s multi channel Loyalty Marketing platform can process fully automated two-way SMS campaigns and deliver real-time personalized, relevant and timely marketing messages. On the other hand, TextServ’s multi-lingual Customer Experience solution allows operators to deliver customized service depending on customers need, thus ensuring strong service culture with real-time customer service and performance measures.

By using proactive SMS polling, customer responses are instantly analyzed and the feedback is mapped to Sales and Service agents to drive enhanced operational performance, employee compensation and training needs. Using the TextServ Mobile Direct Response solution, consumers can leverage Above and Below the Line marketing campaigns, generate sales leads as well as realize real-time effectiveness of campaign media spend. Text4FreeOnline.com is a Free SMS and low cost mobile marketing platform launched by TextServ to promote local and small businesses. With over 11 million customers across 32 markets, Digicel Group runs operations in the Caribbean, Central America and the Pacific and is committed to delivering best value, best service and best network.


Carolyn John is a Contributor to ContactCenterSolutions. To read more of her articles, please columnist page.

Edited by Jaclyn Allard



Home