Discover the efficiency and cost saving of mobile enabling customers and patients’ communications. See how SMS, MMS and mobile web can augment or replace some of your key business and healthcare communications and processes. We'll cover the following topics: •Mobile Statements: What it is, why it works and how you can use it to reach your target consumer •Key use cases for mobile statement campaigns and how they address different marketing and business objectives •Key success metrics that should be tracked

1. Mobile Statements | Billing | Collections | Payments
Part of the iLoop Mobile Webinar Series
December 15, 2011

2. About iLoop Mobile
• Industry leading services and solutions make it fast
and easy to create, manage and analyze mobile
marketing campaigns and content delivery
initiatives worldwide
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• Award winning iLoop Mobile Platform for creating Code 34d83w Exp.1/6/10
Text HELP for help. Text
state-of-the-art SMS/MMS campaigns, mobile sites, STOP to cancel.
mobile coupons, CRM & LBS segmented
messaging, apps and other mobile marketing
initiatives
• Industry leader in mobile marketing strategy,
managed service campaign delivery and
professional services
• Campaign design that drives consumer
engagement that achieves mission critical
marketing objectives, answering the individual
needs of customers and industry verticals
• Customers include Fortune 500 brands, agencies,
media companies, and other tier-one companies

3. About Lenco Mobile
MMS SOLUTIONS & SERVICES
o Mobile Coupons & Promotions
o Mobile Billing, Statements & Payments
o Rich Media Delivery
• Programs for customer loyalty, retention and
satisfaction, and video/rich media delivery for
publishers and media companies
• Experience: delivered over 500+ million MMS
worldwide and launched thousands of
campaigns
• Unsurpassed technology, campaign creative,
marketing knowledge and list management to
achieve client and vertical specific marketing
and business goals
• Carrier grade infrastructure with device
detection for optimized performance
• Direct Tier 1 carrier connections for
deployment worldwide
• CRM segmented messaging & LBS
• Comprehensive QR and Microsoft Tag
integration for opt-in
• Analytics to measure campaign performance

4. Disadvantages of Paper Statements
• Long time lag to reception
• No confirmation of receipt
• 40% of mail never reaches the recipient*
• Cost of paper and impact on environment
• Wasted postage
• No tracking
* Statistics based on research conducted by the Ellerines Group

5. Disadvantages of Online/Email Statements
• Additional security software may be required for email with access
codes complicating user experience
• Delivery of online/email statements is not guaranteed, many never
reach the recipient
• Internal email servers may block delivery to recipients—high
percentage (60%) of email is blocked by corporate spam filters
• Delivery reports are inaccurate—they are solely based on
successful submission to the delivery server

6. Disadvantages of Online/Email Statements
• Delivery to a “correct” email address assumes receipt
was successful and the mail was read…but many
people have multiple email accounts, many of which
are not used
• Delivery does not account for responses to the
statement, and doesn’t report if it was read
• Online statements are still considered insecure due to
high rate of online fraud…viruses, malware and many
other avenue to hack in
• For users without secure or private Internet access,
shared terminals and “over the shoulder” access is
psychological barrier for adoption
• Requires Internet access

7. Advantages of Mobile Statements
• Reliable delivery of statements in an absolutely secure channel—the
customer’s private phone. It’s on their person, with security passwords, and far
less likely to be hacked than a computer
• Increase customer satisfaction indexing
• Improve collections and reduce bad debt
• Delivers statement information directly and instantly to customers in MMS
graphic rich format—no lead time
• 5/5/5 Customer Reception Axiom: 5 days for paper, 5 hours for email, 5 minutes
for mobile
• 9 out of 10 people receiving the message will open it and take action
• Most people have one cell number, and never change it (unlike email)
• Offers consumers convenience for budget planning, spend tracking and error
detection anytime, anywhere that is device independent with no need for Internet
connection
• Personalized for each individual customer much like a paper letter
• Integrates easily with mobile web for full account access for transaction history

8. Advantages of Mobile Statements
• No Printing, No Paper: mobile statements are 70% less than the
direct cost of paper statements with lowered carbon footprint
• Enables inexpensive, high volume delivery
• Complete Measurability: delivery report proving reception of
statements by the consumer
• Device independent and no Internet connection needed
• Fully integrated with secure mobile sites with customer’s
account information—cell phone numbers are unique and
cannot be faked or duplicated bypassing the need for extra
security requirements
• Ideal for financial services, health care and customer care
applications

9. Mobile Statements System
No Additional Development Required
Mobile offers a unique approach to the implementation, where customer identity remains secure while allowing us
access to their required information for statement generation. A simple RSS feed to a secure server will ensure
statements are sent out via an automated process every month.

10. Mobile Statements: Reporting
Message Status Summary
* Campaign Example

11. Push Statements: Enrollment Process
1. 2. 3.
Short codes can be Enrollment can be After enrollment
used in traditional incentivized via mobile statements
marketing channels special offers. are sent out via an
for on & offline to automated process
drive opt-ins. every month.
Merchandise Sweepstakes Tickets
Account Credit Music Content

12. Push Statements: Fulfillment Process
1. 2. 3.
After enrollment Customers view Mobile sites linked
mobile statements, their secure mobile to the mStatement
customized by statements and can contain any
handset capabilities, have the option to desired web
are sent out via an also view more content based on
automated process content on a mobile the needs of the
every month. site. Reporting is user and the
available to ensure company issuing
deliver and receipt the statement.
of the message.

13. Pull Statements Options
SMS to Site: Personalized
SMS with site link in SMS
to site PIN entry.
53626
Hi Mr Venter. please
click on this link to
access your statement
www.jstfer?sde/
asde.mobi
Credit
SMS to Site: PIN can be
provided by user via SMS as
part of opt-in before link to
site is sent or….
SMS to Site: Personalized
link directly to site statement.
Mobile number is used for
user validation.
SMS to MMS: direct
to MMS using phone
number as user
Direct Option: Direct validation.
access to site via URL
with PIN validation. SMS to MMS: PIN
provided by user via
SMS as part of opt-in
before MMS is sent.

14. Multi-faceted Customer Engagement
Mobile Statement Options
With mobile statements, customers can click-to-call from
the text portion of the message and connect with call
center representative to resolve account issues or can be
directed to a mobile site and resolve the issue themselves.
Statements can be scheduled to balance call center
scheduling needs. Mobile statements work seamlessly
across different handsets.
Demo: Text PAYCHECK to 53626

15. Mobile Statement (MMS) Live Demo
53626
Credit
Text CREDIT to 53626

16. Mobile Statement (MMS) Live Demo

17. Financial Services: Mobile Statements

18. Flow Diagram: Delivery to Mobile Phone

19. Mobile Statement & Collection
Phase 1: Statements
• Uses ongoing Mobile Statements as seen earlier as direct account summary/alert communications
• Immediate reminder of outstanding amounts for overdue customers, and balance for current
customers
• Receipt of statement can be verified and reported, to know which customers have received
statements and which have not
• Initial statement serves as first “soft” reminder in the collections process without pressing the
customer

20. Mobile Statement & Collection
Phase 2: Friendly Reminder
• Implemented 5 days after initial receipt of Mobile Statement
• Addresses customers at risk of not paying their installment on time
• Personalization give the message a friendly tone but with a resolution call to action
• Link at the end of the message redirects customer to the Collections Mobile Site

21. Mobile Statement & Collection
Phase 3: Collections Mobile Site
• Provides customer with overview of account
status and outstanding balance
• Notification of how many days until next
payment, or days payment is overdue
• Offers customer alternate payment date
• Alternate payment date is fed back to the
bank to manage an control repayment
expectations, and to follow up if re-scheduled
payment is not made
• Customer can opt to be contacted directly by
a call center customer service agent for more
repayment options
• Note: mobile interaction process has offered
many self-serve options for customer account
and payment management before ever
resorting to costly agent interaction, which is
limited to a bank controlled, limited interaction

22. Mobile Statement & Collection
Phase 4: Reminder SMS
• With information gathered in Phase 3
(repayment options/commitment) bank can
monitor repayment date scheduled
• On day of repayment, bank can send an SMS MobiBank would like to
to remind customer of commitment to pay remind you of the agreed
repayment date to settle
the outstanding
• SMS reminder prompts repayment as installment on your
required, or monitors a response from the account. Should you have
customer should their be issues
any queries, please
contact at (877) 333-2322.
• The alternate call to action gives the customer Reply STOP to stop.
the positive experience of offering options to
make arrangements should they be unable to
make the installment

23. Statements & Collection
Phase 5: Second Reminder
• If the repayment has not been resolved by the SMS reminder, an MMS with a more stern tone is
sent insisting on payment before additional measures are taken
• This MMS is sent 5 days after the second repayment date has been missed
• This is the final stage in the Mobile Collections model, if there is no response to this MMS a call
center agent will call the arrears customer

24. Mobile Statements: CRM & Reporting
Phased Customer Relationship Management
Customer communications is customized for each phase in customer relationship management, with data indicating
success metrics for each phase.

25. Why Mobile Statements for Health Care
• Decrease operating costs for delivering health care related statements or information
• Deliver time sensitive content (from health care provider to patient or vice versa)
• Offer 24/7 access to medical information
• Make internal and external organization/enterprise communications more efficient—e.g.
information delivery within a hospital or from a health care organization to doctors or
pharmacists
• Offers immediacy of communication or interaction…no time lag
• Everything that happens is measurable with verified delivery
• Important Factor: HIPPA compliance with patient data in mobile channel

26. Health Care Statement (MMS) Live Demo
53626
Medbill
“CREDIT”
To 53626
Text MEDBILL to 53626

27. Health Care Statement (MMS) Live Demo

28. Basic SMS Customer Service Statements
• Received an order
• Invoice has been sent
Hi Mr Venter.
• Money transfer has been sent or received
• Product availability
Hi Joe,
• Transaction verification Your money transfer was
picked up by Sarah today
transfer # 6332241221
• Shipment has arrived
• Any other statement or information

29. Customer Service Statements & Billing
MMS: Retail Customer Accounts Mobile Site

30. Case Study: Carrier & Tax Invoices
During 2010, a mobile carrier engaged with a national tax agency (IRS type government agency)
seeking to improve efficiencies in the provision of tax invoices to their customers. One of the options
identified was the delivery of monthly tax invoices to customers using MMS. The program was set up
with the following provisions:
• Targeted at a limited number of customers
• Sending of an introductory message to the selected customers
• Parallel distribution of the electronic and paper based invoices
• Provision of an opt out mechanism to selected customers
• Follow up on a random sample of the selected customers to evaluate the success of the program
• Formal report back to the IRS agency with success measurements
Intro Statement Sample Statement Sample

31. Case Study: Carrier & Tax Invoices
Delivery Data
SCRUBBED DATA TOTAL Identified recipients after opt out and device compatibility check 189 775
DELIVERED Total Distributed 189 775
SUCCESSFULLY RETRIEVED Successfully delivered and confirmation of retrieval by customer 146 437
received
UNCONFIRMED Successfully delivered but no confirmation of retrieval by customer 43 335
received
UNSUCCESSFUL DELIVERY No delivery to customer 3
Customer Feedback Survey
Did you receive your March invoice via MMS?
89% of the respondents indicated that they had received the invoice via MMS. This
would indicate that a large percentage of the invoices reported as Unconfirmed above
were indeed successfully delivered.
0%11%
On a scale of 1 to 5, where 1 is poor and 5 is excellent, how would you rate the Rating1
MMS invoice?
89% on 5 or 4, with no ratings lower than 3, it is clear that the MMS invoice was well Rating2
received by the targeted customers. Rating3
58% 31%
Rating4
Would you be satisfied with the MMS invoice as a permanent replacement for
paper version? Rating5
77% indicated they would be satisfied with the MMS invoice as the default service.

32. Case Study: Carrier & Tax Invoices
Environmental Impact
The environmental impact of producing and shipping your paper bills, statements, and payments each
year per 100,000 customers is:
Paper 67,200 Pounds of 1,181,376 Miles driven in your
This amount of
paper car
consumed Greenhouse Gas
is the equivalent 60,000 Gallons of gasoline
Trees 806 Trees of: consumed
consumed
13,680 Trees planted (and
Greenhouse 1,174,718 Pounds of grown for 10 years)
Gases greenhouse
gases produced 4,8 Acres of deforestation
209,088 Square feet of
587 Tons of deforestation
greenhouse
gases produced Solid Waste 3,828 Household garbage
bags filled by waste
Water 640,927 Gallons of from paper production
wastewater
prevented from
discharging into 2,73 Dump trucks filled by
lake, streams waste from paper
and rivers production
1 Olympic size Gasoline 21,722 Gallons of gas
swimming pools consumed by mailing
filled with waste bills, statements, and
water payments.

33. Thanks, we’d be glad to answer any questions and schedule a
demo of the our solutions and services.
Contact: sales@iloopmobile.com (408) 907-3360