(English) SDT Case Study




The Project

SDT was created to develop solutions to aid this telephone company’s IVR because costumer service and the call volume to report complaints overloads their capacity. This IVR basically serves GMS mobile users by using mobile technology as a way to make it seem an obvious option. In addition to the telephone company’s reques to use USSD technology to develop a solution because USSD is much faster and more reliable to perform transactions than SMS. Since SDT did not have the “know-how” to solve the clients request they opened a bid for solutions which was won by Mobtion.

The Solution

  • An assessment of the current USSD platform that is installed in the telephone company in order to evaluate the current capabilities.
  • A content management tool that will allow the telephone company to create new transactions in an easy way, to re-configure the menu without programming and to create new USSD applications with little configuration.
  • Consulting services in order to connect the back-end with the content manager.
  • The application results include the four most popular transactions handled by the IVR:
  • Inquiry of the outstanding phone bill balance.
  • Inquiry a compliant ticket status.
  • Request of a phone bill statement to an email account.
  • Report of a stolen device

The Results

This application is now handling 10% of the current calls received by the IVR. It has been designed to process 15.000 transactions per hour. Since the application responds at user request immediately, they are not waiting in line to receive help by the IVR or the call center. They are expecting a 100% increase of satisfaction of the users. And finally, they are taking advantage of previously installed capacity of the system.


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