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Clickatell SMS
First National Bank’s inContact free mobile service allows customers to activate the mobile services on their banking profile and don't have to do anything any more. Sent directly to customers’ mobile phones via Clickatell-powered SMS, FNB alerts customers about any movement in their bank account. Not including interest transactions, the inContact service alerts customers about any money movement such as a deposit, credit, transaction or Internet banking activity. Not only does this help FNB customers keep control on their account activity, it also reduces fraud by making sure customers are aware of any irregular or unknown activity in their account.
FNB relies on Clickatell’s mobile messaging gateway, covering more than 700 mobile networks in over 200 countries, to ensure guaranteed, real-time delivery of every inContact message to its customers anytime, anywhere. Clickatell’s redundant links and 24/7 support further assured FNB of immediate message delivery, even if the main routes between two areas fail. The implementation of inContact consisted of using Clickatell’s application programming interfaces to connect FNB’s software applications to the Clickatell SMS gateway. Clickatell’s APIs are based on open industry standards and require minimal integration effort from the bank.
Combining FNB’s text-baking alert service and Clickatell’s mobile messaging gateway, FNB has been able to create a state-of-the-art SMS messaging platform with global coverage. More than 2.3 million FNB customers use inContact, with 100,000 new customers joining every month.
inContact has helped FNB reduce fraud by as much as 43 percent. It has boosted FNB’s brand by increasing customer retention by 15 percent through better security, greater trust in the bank, and improved service efficiency. By providing mobile through SMS, FNB has not only improved customer service and satisfaction, but also reduced costs and fraud – with minimal investment in time and resources. Prior to using Clickatell, FNB was paying international rates for text messaging between regions and now it is realizing a massively reduced cost per SMS.
inContact has enabled FNB to provide quality services to its customers, which increases brand loyalty. Greater awareness of account activity reduces the costs of physical and live agent customer communication – which reduces cost and increases the bottom line. FNB’s pioneering steps in the establishment of inContact has further led to the bank being associated with innovation. When FNB launched cell phone banking they thought it would be a secondary channel, but the growth has been phenomenal and now it’s a primary revenue channel.
Clickatell
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