5TH SWEEP Awards includes Customer Service Innovation Tilt

Smart Communications Inc. (SMART) is raising the bar a notch higher with the inclusion of a Customer Service Innovation competition during the 5th SWEEP (SMART Wireless Engineering Education Program) Awards.

The competition is open to Information Technology (IT) student-faculty teams from colleges and universities nationwide. Entries are expected to focus on the development of alternative ways or channels for service firms and their customers to perform and complete aftersales or customer service transactions.

Those interested to join the competition can download the Entry Form and Mechanics online via the SWEEP website.

SMART has been holding the SWEEP Innovation and Excellence Awards since 2003 to encourage innovative wireless applications development among student-faculty teams of SWEEP partner schools. It will be the first time that the annual awards program will highlight customer service innovation via a separate competition during the two-day event in March 2009.

As early as February 2007, SMART already introduced alternative customer contact channels for its subscribers via SMART Connect. Smart Connect features an array of automated channels that cater to select prepaid and postpaid aftersales transactions namely, Web Connect, SIM Connect, WAP Connect, Zone Connect and Sagot Agad. By using these channels, customers save time from visiting a SMART Wireless Center or calling a SMART hotline number.

Web Connect is an online provisioning system accessible via the Smart corporate website (www.smart.com.ph/connect). It is currently available to GSM and SMART Bro subscribers. For GSM prepaid subscribers, it offers voice mail activation, international roaming activation/deactivation, MMS/GPRS/3G activation, prepaid card status inquiry, balance inquiry, PUK release and SMS reconnection. Postpaid subscribers can view their bills, change their billing address, clarify billing concerns, request for an increase/decrease of their credit limit, activate their voice mail or international roaming or have their Pasaload feature blocked.

SIM Connect is a SIM-based menu channel which subscribers can download for free. By simply texting GET MENU to 9888, prepaid subscribers can use SIM Connect to activate their voicemail, international roaming, MMS/GPRS/3G and inquire about their prepaid card status.

These transactions can also be performed by prepaid subscribers using their wap-enabled and Internet-ready phones. SMART developed a wap-based channel dubbed as WAP Connect. Subscribers can simply log on towap.smart.com.ph through their cell phones and select various services which include PUK release, SMS reconnection, activation of their voicemail, MMS/GPRS/3G and international roaming and inquire about their prepaid card status.

Those who visit the SMART Wireless Center can maximize the trip by accessing ZONE CONNECT – a set of self-service machines available that allow subscribers to transact even without the help of a customer care officer. For example, Cellfone Connect gives subscribers information on the latest cell phone models and features. Info Connect, on the other hand, provides information on Smart products, promos and services. Download Connect allows subscribers to check out for ringtones, logos, Java games and other phone content. Service Connect accommodates basic prepaid aftersales transactions such as International Roaming activation, Voice Mail activation, PUK release and SMS reconnection.

SMART is also proud about making Load Connect accessible to subscribers. Load Connect is the first bill-recycling machine in Asia that allows customers to purchase eLoad in different denominations and reload their SMART Money accounts. Load Connect offers SMART prepaid load in denominations of P30, P60, P100, P115, P150, P200, P300 and P500. It dispenses change for excess bills which is a unique and pioneering feature for self-service machines in the Philippines.

SMART believes in providing alternative contact channels to give customers multiple access points for their transactions. SMART’s 34.2 million subscribers on its GSM network as of end-September 2008 are guaranteed of convenience because these channels are easy to use and accessible, thus subscribers are able to save time, money and energy in the process.

By highlighting customer service innovation via a competition, SMART shows its commitment to continually raise the standards of customer service and deliver a higher satisfaction rate in the delivery of services.

(Published 11 November 2008, Smart Communications, Inc.)