Utility Customer Communications via SMS/Text Messaging (part 3)
The past few blog posts have been about the background of text messaging and the uses and benefits of it for utilities. Now, let's talk about how to implement a Text Messaging Program.
Steps to Implement a Text Messaging Program
Step 1 - Get a Short Code
TFCC has a short code that is shared across its client base. A utility may elect to use the TFCC shared short code or acquire a short code of its own. TFCC can facilitate with its aggregator the acquisition of a short code or the utility can acquire the short code directly from the CSCA at http://www.usshortcodes.com/csc_obtain_a_csc.html. Short codes can be leased for 3, 6 or 12 month terms.
Step 2 - Program Approval
If the utility elects to acquire a short code, the program that will run on the short code must be filed with, and approved by, all the carriers on which the program will run. Unless a program is carrier-specific, it is generally filed on all available wireless carriers. TFCC will facilitate the process of gaining approval of the program with the wireless carriers, which can take 2 to 3 months. As part of the
approval process, the utility will be required to develop a program web site or page that meets carrier requirements. Or, by using TFCC's short code, the program approval is already completed.
NOTE: If TFCC is hosting an opt-in web site where utility customers can elect to receive text messages, this web site will serve as the program web site.
Step 3 - Get Customers' Cell Phone Numbers and Permission to Text
The utility must obtain permission before sending a customer a text message. Permission may be obtained a number of ways: through a sign-up web page, which can be hosted by TFCC or the utility; in conversation with agents; in the HVCA or other IVR application and in other customer communications (e.g. mailings).
Step 4 - Send Messages
TFCC will utilize its nearly 20 years working in the utility space and its technical and client services staff to work with you to set up your SMS application.
System Architecture
The system is designed to be expandable and capable of seamlessly integrating updates and improvements. The network is geo-dispersed, redundant, secure and equipped with intrusion-detection systems and alarms. TFCC's headquarters and Network Operations Center (NOC) is located in Columbus, OH. TFCC's NOC is staffed 24/7/365 by technical engineers that are proficient in identifying and resolving system and client application issues.
TFCC has fully redundant systems in Columbus, OH supported by an Oracle backbone, SUN Solaris platform. TFCC has a replicated hot site located at an AT&T POP site in Denver, CO. The Denver facility runs "hot" ensuring that the systems and applications are fully functional in real-time. In the event of a failure at the Columbus or Denver facility, the "swap time" to move all production applications is minimal.
Client data is hosted on the TFCC platform in Columbus, OH and replicated to the Denver facility. Multiple redundant servers ensure that they system is always available. TFCC's proprietary network management software provides for real-time monitoring of all devices including telecommunications links and Internet availability.
Does your utility currently have a text messaging program, or looking to implement one soon?