Cut costs, improve customer satisfaction, get results with SMS

The world is more connected and busier than ever.

People are fast becoming accustomed to banking, making reservations and bookings on the fly, and are increasingly expecting the same level of ease in all areas of their busy lives.

SMS services are quickly becoming the preferred method of choice for customers to send and receive information. It’s global, instant, unobtrusive, cost-effective and offers a very easy solution for businesses to connect with their customers.

A recent survey by Harris Poll on behalf of OneReach, showed people would prefer the freedom of contacting customer service via text, rather than by phone or computer.
Eighty one per cent didn’t want to be tied to their computer or phone, while 64 per cent of people prefer text communications over a phone call.

New Zealand software as a service company, Modica Group, has been providing mobile and ISP application services to telcos, Government departments, and businesses of all sizes for more than 10 years.
As a leading SMS marketing and business text messaging provider, Modica provides SMS marketing software, text messaging services, text message marketing, mass text messaging, mobile marketing platform, and mobile web solutions. We’ve worked with sectors including finance, insurance, media, retail, Government, local council, transport and logistics and mobile operators of all sizes.

Below are four of the SMS solutions Modica provides:

Mobile penetration rates have reached 96% globally. This almost universal rate of mobile adoption, coupled with improving telecommunication connectivity, shows SMS services are a cost-effective option for businesses wanting to streamline business processes and increase customer satisfaction.

Mobile Marketing
Businesses can send targeted promotional material and advertising such as promotions, coupons and offers instantly to customers to help gain insight and reduce marketing costs.
Read our case study here.

Mobile Engagement
Customers can participate in promotions and competitions such as text-to-win and unique product codes through subscription or voting products to increase brand awareness and engagement and ROI. Read a case study here.

Customer Service
Send confirmation, reminders, call centre responses and alerts to customers to reduce customer service costs and improve customer experience/retention.
Click here to read the case study.

Transactions
Make it easy for your customers to complete transactions such as bank transfers, payments and donations quickly and easily with text-transactions to streamline communications and improve business processes.
Read our case study here.

Eight best practices for SMS marketing – infographic

More than 95 per cent of mobile phones are text enabled, which makes SMS a cost-effective and efficient method for brands and businesses to keep in touch with their customers.

Studies show people are increasingly tuning in on their mobile devices rather than their desk top or lap top computers. Today’s consumers are mobile, they’re always on the go and using their mobile devices to send, receive and search for information, all in their own time.

While SMS provides businesses with a huge opportunity to engage with their customers directly, consumer expectations are constantly growing and marketers need to remember to communicate appropriately and respectfully.
Below is a fantastic infographic from SlickText.com, outlining best practices for communicating with mobile subscribers.

Modica infographic

Helping keep NZ green

FandB

Forest & Bird is New Zealand’s largest independent conservation organisation that works to preserve natural heritage and native species.

Originally formed in 1923 to protect native forests and birds, over the past 90 years, Forest & Bird has grown to include protection of all native species and wild places from the land to the sea.

With business partners and customers around the globe, the Modica team is proud to call New Zealand home. We know too well that the clean and green image New Zealand projects to the world, is leveraged by every single Kiwi business that does business offshore.

Tui

Our international partners and clients consider us to be both world leaders in our conservation efforts, as well as providers of innovative products and services, from a safe and reliable business environment.

Forest & Bird is not a Government department.  They are an independent voice for nature and rely on donations from environmentally conscious people, and partnerships with like-minded businesses and organisations to continue their important work.

Modica has worked with Forest & Bird since 2008, hosting their Domain Names and Web Servers, and are happy to be providing a server for their ‘In Our Nature’ website.

Albatross

Sponsorships are Modica’s way of helping out individuals and organisations with a good cause or great idea. Generally, we provide support and services, such as SMS services and free email and web hosting, in a partially or fully subsidised manner.

For more information about Modica’s social responsibility policy, or to submit a sponsorship request, click here.

We urge you to do your bit by making a donation to Forest & Bird’s In Our Nature campaign today and help protect our native wildlife for future generations.

Collaborative approach to cyber-safety best policy

In December last year, the Modica Group published its official Vulnerability Disclosure Policy to encourage people to report any system security breaches they may find in our online systems.

This policy supports our commitment to making our online systems as safe and secure as possible, and resolving any security issues in a way that minimises risk and disruption for our customers.
Recognising that our services run in endless configurations and with countless applications, we believe the best approach is to work in a collaborative and co-ordinated way with whoever discovers the flaw.

We ask the security research community to give us the opportunity to correct any vulnerabilities they may find before disclosing it, as we do when we discover breaches in other systems.
In return for people acting in good faith and following our guidelines, we promise the information disclosed to us will not be shared with others without the security researcher’s permission.  We also pledge not to take legal action against people who adhere to our policies.
In fact, if a security researcher were to report a vulnerability that affects our services and infrastructure, we’d publicly give thanks, and in some cases, offer a monetary reward.

Google routinely pay out cash rewards from $100 – $20,000 to security researchers as part of their Vulnerability Reward Programme.

For decades research has shown the important role that researchers can play in keeping systems secure, and a collaborative approach is more beneficial than treating everyone with suspicion.
However, some companies have stuck to the tradition of treating security research activity as criminal.
In this article, a 16-year-old found a basic security hole, that allowed him to access the personal details of 600,000 people.
But after reporting the flaw, instead of a thank you, the researcher received a visit from the police.
In the United States Andrew Auerheimer, aka “weev”, is serving three-and-a-half years in prison for identity theft and hacking after discovering a hole in a website that allowed anyone to obtain email addresses of iPad users.

Google’s Vulnerability Reward Programme tries to prevent would-be samaritans from getting into trouble, with a clause stating they will often pay more to people who report faults early on, to prevent them digging around further.

Last year the New Zealand Internet Task Force released the first draft of the Responsible Disclosure Guidelines to provide guidance for people who discover vulnerabilities, and organisations who have the weakness.  They believe clear boundaries and outlining all parties’ responsibilities will make it easier for security professionals to work together and help improve cyber security in New Zealand, something of benefit to suppliers and consumers alike.

Modica staff profile: Elaine Waters

You can’t help getting caught up with Elaine Waters’ enthusiasm and energy.
Speaking to her over the phone, you wouldn’t know she’s legally blind unless she tells you.
Not that her lack of vision impacts her ability to do her job.  Confident and breezy-mannered, the self-confessed socialite loves nothing more than a good chat, which makes her the perfect candidate as Modica’s research assistant.

ElaineBefore working for Modica, the 42-year-old mother of two worked for L’Oreal for 10 years, travelling the country as a makeup artist and product developer.
At the age of 38, she starting experiencing some worrying symptoms, including sore eyes and anxiety.  Eventually she was diagnosed with Grave’s Disease, a rare autoimmune disease that most commonly affects the thyroid.
Despite two major operations to try and repair her optic nerves, she lost her eyesight just three weeks after the symptoms began, and over the past four years has had to adjust to living life in the dark.

“It was a really awful, dark time,” she says of the months immediately after losing her sight.
“I basically lost everything that made me, who I am, up until that point in time.  I had to rebuild my life to live in the same world, but as a person that couldn’t see.  It was a tremendous struggle.”

Elaine describes her vision as “kaleidoscopic” – she can see a blurry six or seven of everything.

With time and a steadfast determination to live as independently as possible, she’s learned to adapt.

Remastering each ordinarily simple task – dressing, applying makeup, navigating her house, walking down the street, crossing the road, shopping – was a triumph, and a gradual step towards independence, she says.
But after a few months, she began wondering what she was going to do with her life.

An accomplished artist, Elaine took up pottery classes and abstract painting, and organised exhibitions to display her works. Kina
But it wasn’t enough.

“It was the social side I missed.  I missed getting up and going to work, being part of a team and adding value to society.”
“But I’d lost all my confidence, I thought who’s going to employ me?  I couldn’t have walked into a job interview and sold my skill set, because I didn’t know my limits any more.”

Last year she was offered an opportunity to assist with a short term marketing project for
Modica.  She did such a great job and got such positive feedback from customers that we’ve kept her on as a contracted research assistant.

Elaine’s new role involves researching target markets including collecting information about the
competition and potential partners, and establishing useful contacts. She is regularly under
pressure to get that information quickly, and respond to the ever changing face of Modica’s business.

Elaine works from home or Modica’s Auckland office, with an enlarged computer screen so she can read and input information as required.
“I’m probably a bit slower than others, but at the end of the day I get the job done, and I’ve gone from strength to strength in the past few months since I started working again.”

Modica founder Stuart Wilson says Elaine’s positive, hardworking attitude was a perfect match for the role, which required a smart, motivated, mature person with life skills to be able to communicate with senior executives.
After providing some basic equipment and assistance for Elaine when she first started, there have been no ongoing challenges, he says.
“The only thing we need to consider is access and ease of participation at company activities, and ensure we provide her with information in such a way to enable her to do her job.”

Elaine says working again has returned a sense of independence and empowerment to her life.
“I appreciate so much their taking a chance on me, I thought I’d never work again.”

With one in five New Zealanders living with a disability, Stuart encourages other employers to give people with disabilities a go.
He recommends employers be clear about what the role entails and the attributes required, before judging whether a person’s disability will affect their ability to deliver the results.
“Her gratefulness and enthusiasm for this role brings home to other employees and myself, just how good a company we are.”
“Sighted or not, Elaine is perfect for this role.”