Utility Customer Communications via SMS/Text Messaging

Utility Customer Communications via SMS/Text Messaging

The cell phone has grown from a simple device to make a phone call to a full-fledged business tool, entertainment system, and much more.? According to the CTIA, the International Association for Wireless Telecommunications Industry, as of the first half of 2010, nearly 24.5% of U.S. households relied solely on cell phones and 93% of the population has cell phones.

What this means to Utilities:

With increasing service level expectations, utilities must adapt to customer preferences for on-demand information.? This means offering choices in how, when and where customers provide and receive information.? Text messaging provides utility customers with the flexibility of receiving power restoration and account updates through a simple, timely and convenient messaging service.

SMS/Text Messaging Background

Commonly referred to as text messaging, SMS, or Short Message Service, is a method of sending messages, up to 160 characters, including spaces and punctuation, to mobile phones.? Text messaging works on all types of cell phones.

Types of Messages

SMS messages are categorized as either 'Mobile Originated' (MO), which means the message is sent from the cell phone, or 'Mobile Terminated' (MT), which means the message is sent to the cell phone.

Carriers categorize message types as 'standard', this means there is no additional cost to the subscriber other than the carrier charge for sending and receiving the message, or 'premium', which means the subscriber pays a specified amount to the provider for the service (e.g. $.99 for a ringtone or to receive sports scores). TFCC currently supports only standard messaging.

Short Codes, Random vs. Vanity

Also known as a Common Short Code, or CSC, a short code is the "from/to" address for SMS messages.? It is a 5- or 6-digit number that must be registered with the Common Short Code Administration (CSCA).? All commercial SMS in the United States must run on a short code.? Multiple message types can be sent to a short code (MOs).? Keywords are used to distinguish between message types, e.g. "Text 'VOTE' to 12345," or "Text 'SUBSCRIBE' to 12345."

Vanity short codes are custom numbers that are often easier for customers to remember, like "55999" or "444888."? Vanity short codes are dedicated common short codes which are specifically requested by the utility or SMS vendor on behalf of the utility.? Vanity short codes may be chosen for a number of reasons, including to:

• Mimic a current number pattern that the short code application uses, such as a telephone number.
• Spell out a contest providers name or another associated word making it brand specific and easy for consumers to remember.

SMS Aggregator

An aggregator is a company that maintains connections to multiple cellular carriers' networks.? An aggregator acts as an intermediary between TFCC and the mobile operators.? They manage the carrier relationship to assure messages are not blocked or delayed.? Further, the aggregators can help research reported issues with carriers.

The aggregator accepts messages from both its content providers who are sending messages (MTs) to subscribers, and from subscribers who are sending messages to the provider (MOs) and routes them appropriately.

TFCC receives delivery results codes and makes them available to the client in the online reports.? TFCC has multiple connections to the aggregators to ensure high availability and uptime.

TFCC uses tier-1 SMS aggregators who maintain SMPP connectivity to all tier 1 and tier 2 carriers in addition to a majority of tier 3 carriers, covering 98% of mobile subscribers in the U.S. TFCC uses Open Market for U.S. messages and Air2Web for international messages.

The next few blog posts we're going to focus on how text messaging works and how to implement a text messaging program.? We'll look at the following:

1. Carrier Requirements
2. Two-Way Texting
3. Uses & Benefits
4. Steps to Implement a Text Messaging Program
5. System Architecture

Does your utility have a Text Messaging Program in place?

Source: http://blog.tfcci.com/bid/70826/Utility-Customer-Communications-via-SMS-Text-Messaging

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