Sub User Management Guide Introduction SMS's sub user management system allows you to add sub users,

clients, customers, departments or colleagues to a single central account. Sub user accounts can be configured to draw from their own credit balance, or from the balance of the parent account (this is the account of the user immediately above). Credits can be transferred between accounts using vouchers, and reports are available to track sub account usage. It is important to note that sub users share your Client ID. Administering sub users is made easy through:

A tool for adding sub users A comprehensive search facility Advanced reporting tools Voucher creation and administration The choice of where credits are drawn from (sub user's own account or parent account) Control over user access and account details Separate login details for all sub users

Please read through this guide, and if you still have queries, please contact us. Adding Sub Users / Account Creation

Adding sub users or sub accounts to your primary account is the same process as adding a primary account via www.SMS.com. The only difference is that the process begins

within SMS Central. 1. Click on add sub user on the sub-menu toolbar 2. You will see the screen below. Please complete the form on behalf of your client / sub user. The following fields are compulsory: - First Name - Username - Password - International Phone Number - Email Address We strongly suggest that you complete all the fields this makes future management much easier. 3. Once the form is completed, click on the SUBMIT button. 4. This will take you back to the home page your user is now created as a sub-user of your account. The sub users account details will be the user name and password that you created, along with the SAME ClientID THAT YOU HAVE. Searching for Sub Users Youve Added 1. To search through, or view the sub accounts that you have created, click on "search sub users" from within the "My Settings" menu. 2. Enter the appropriate search argument or just click on the "Search Sub Users" button to see all users created on your account. All your users will then be displayed.

Sub User Details

a) Depth This indicates how many levels below your account this user lies. This is always relative to your account. It shows how many levels below YOU, the sub user is. If you get have a user showing a depth of 2, then it means that the tree will look like this: Depth 0> Your user user A Depth 1> User As sub user called user B Depth 2> User Bs sub user called user C In this example: user B is a child of user A. Thus user A is the parent of user B. You can set up your account, and those of your sub users, to allow or block the creation of sub-users. This can be done by clicking on the Edit link within the actions links (h below).b) Username This is the username used to log into this account. b) Parent Number This is the user number of the parent of this sub-user. If you created 10 users they will all have you as their parent. c) Username This is the username being used by this account to log in. Sub User Actions

i. Edit You can use this function to edit your client's account details. This gives you access to the "account" page of the user. Use this to edit the user's personal details ie. username, address, email, etc. Right at the bottom you will also be able to set the client's user management privileges as follows: A highlighted privilege means that the client is able to perform the action. Right at the bottom you will also be able to set the clients user management privileges as follows: A highlighted privilege means that the client is able to perform the action. Add users

Allow or prevent this user from adding users to their own account. Add sub users Allow or prevent this user from allowing THEIR users to create sub users. Add products Allow or prevent this user from adding products to their own account. Add sub products Allow or prevent this user from allowing THEIR users to create sub products. Note: When changing the user permissions of the primary account (under Preferences), you will need to log out of Central and back in again for the changes to take effect. ii. Status This is used to assign privileges to your users and their sub users, which they cannot control themselves. Use the tick-box to enable or disable these options. This is useful when over riding the permissions your sub user's users. The two options you have are: Permit Login Allows the client to log into his or her own account or block them from getting access to their account. Own Account This determines whether a clients credits are subtracted from their own balance, or from the parents account balance. Own account highlighted, means they draw from their own balance. iii. Summary This allows you to get a summary of all credits added or used by the client over a period of time. It is being grouped by date and sub product. It provides a "credit count". iv. Msg report This allows you to get a full report on the messages that have been sent by the user. v. List Products This lists all the products that are registered under the specific account. This reveals the product ID and allows you to edit the preferences of the specific product. You can also add a new product to the users account by clicking on the ADD button. vi. Vouchers This option accesses the voucher management system. Use this system to transfer credits between your account and sub accounts, and between sub accounts. Your users can use vouchers on the payment pages as well. Vouchers created here will be drawn from the same account that the user normally draws credits from.The options you have are: 1. Generate a voucher Take credits from the account and allocate it to a voucher. Whoever redeems the voucher will get the credits. 2. Search for vouchers that have previously been generated. Filter options are active, and redeemed vouchers. You may also search for vouchers created within a specific date

range. 3. Spend a Voucher in this account If you spend this voucher in an account the account will receive the credits related to this voucher. A voucher can be spent in this admin page or can be used in the PURCHASE page. vii. Add Sub-user If you click on this - then you will see a sub user registration screen. This will create a sub user of the user you are currently viewing. viii. List Sub users This will show all the users registered under this sub user. You will then have all the above options with each of those users. ix. Balance This displays the current balance of the client. Note: If the user does not have their own account (set under status), then it will display the balance of the parent account.

SMS API This product provides an interface between your existing systems and SMS's Messaging Gateway. It is a lower level connectivity option, but offers the most functionality and flexibility for the end user. With the API you can set up alert-based sms delivery from your server, deliver information to your mobile sales staff and keep in contact with your customers. There are a few key steps to getting going: 1. 2. 3. 4. 5. 6. 7. 8. Definitions HTTP/S SMTP COM OBJECT XML FTP SMPP SOAP

Each of these is described in more detail on it's own. To go directly to a particular section, click on the appropriate link. DEFINITION Product Dropdown: You can choose to set the preferences or retrieve reports on a API product from this dropdown. Please set meaningful descriptions in the specific API preferences to

facilitate easier selection of a particular API. Control: This displays your authentication information for your API. This page also enables you to download the PDF's of the API. Please contact us if are experiencing any problems with the integration of the API. Report: This reporting module is very powerful and can be used to track the number of messages sent by day or by individual API. PREFERENCES Unique Product Name: This is a unique description that you will give this particular product. It is used mainly to identify a single API when you have multiple sub_products. IP Lock Down: This variable is used to increase the security of your account. Any requests to the API from your account not matching this IP address will be denied. You may have multiple IP Addresses separated by commas e.g. 192.168.1.1, 192.168.1.2. Dial Prefix: If a lot of local numbers are sent with this API which start with a zero, you can specify the default country prefix to replace the leading zero. Ie: if you are sending primarily to the UK, you can specify that the default prefix is 44. This will change the leading zero (if present) to 44. Callback URL: This URL when set and used in conjunction with the callback variable will enable your server to pick up message delivery status. See PDF's for more information.

Sender ID Guide What is a Sender ID? A Sender ID is the name or number that an SMS appears to come from ('from address') when you receive a message on your phone; for example a mobile number or company name. SMS currently provides the ability to customize the Sender ID. This is useful if you would like to set your mobile number as the Sender ID in order to receive replies to your mobile phone, or so that the recipient can identify you as the sender. It is also useful for branding of a message by setting the Sender ID as your company's name. Please Note: The Sender ID feature only applies to network operators who support this

feature. For example, you cannot use custom Sender IDs when delivering messages to the United States of America due to certain limitations with USA network operators. For more information about delivery routes please visit: http://support.SMS.com/product_guides/SMS/routing.php Customizing a Sender ID The ability to customize a Sender ID of an SMS can result in abuse by using it as a tool for spamming and spoofing. Spoofing is when a person or company masquerades as another by falsifying data, thereby gaining an illegitimate identity. For example, someone can spoof you by setting their Sender ID as your mobile phone number. This could be used as a tool to defraud or harass, such as like luring children to a specific location or writing something malicious and have it appear to come from a particular person. To reduce the abuse and ensure the legitimate use of this feature to protect you, while still providing you with the ability to customize the Sender ID, SMS follows a strict process whereby each Sender ID must be registered and authenticated with SMS before it can be used. Registering a Sender ID: As per our Sender ID process, you are required to register the Sender ID you would like to use within your account when sending messages. The requested Sender ID is subject to approval from SMS . Below are two methods available for Sender ID registration: Automatic Registration By default, after registering for one of our products, you will be able to use the number that you used to activate you account with as a Sender ID, as it has been verified to be your number via the account activation steps process. No further action is required. Online Registration An online interface is also available where you can apply to register custom Sender IDs. To register a Sender ID online, follow these steps: Step 1: Log into your account at http://www.SMS.com/ Step 2: Click on the My Settings tab. Step 3: Click on Manage Sender IDs link. Step 4: Click on Add Sender ID . After completing these steps, the online interface will guide you through the process

of applying for a custom Sender ID. You will receive email notifications if any further action is required for the process to continue. The Manage Sender IDs interface will list the status of your requested Sender IDs (such as 'approved', 'pending approval' etc.) Mobile numbers will be registered in real-time. SMS will send the specified mobile phone number an activation code and you will be required to enter this code at the relevant webpage, thereby verifying that you own the mobile number you wish to use as a Sender ID. Names and numbers such as company names and landlines that cannot be registered in the above manner will be processed through a manual verification process that can take up to 72 hours. You will be required to submit a motivation through the online interface and will receive the outcome from SMS via an email and the online interface. By default the only number you will be able to use without registering it as a Sender ID is the mobile number you used to register their account with us, as this number is verified via the activation code. If you use a Sender ID that has not been approved, it will be overridden by a default number assigned by SMS when the message is sent. Examples Below are examples of a Sender ID: Numeric: 27825551234 Alphanumeric: Helpdesk Alphanumeric: 1800House Alpha and/or numeric (depending on the Sender ID set , both for alpha) must be supported in order to enable the Sender ID feature. If a leading '+' sign is inserted, this constitutes an Alpha Sender ID. If the recipient replies to the SMS, and you've set the Sender ID as your own mobile number (e.g. 27825551234), the reply will come back to your own mobile phone. For a more detailed explanation, download the SMS Sender ID User Guide.

Billing Billing tab in your Central login page allows you to buy credits, pay for services, check out the latest pricing and view a summary of your transaction history. Buy Now

You can purchase credits here. You can also make any necessary payments for services. Pricing This section will display a page with the latest pricing for credits. Additional pricing information (including Two-Way Messaging) can be found at Pricing and Coverage section on our website. Billing History This section allows you to generate a report of your payment history. Transaction History This allows you to generate a report of your transactions between two dates. A transaction is created every time you send a message. Automated Billing Using the automated billing function, you can choose to have your credits replenished and your credit card billed directly when your balance reaches a specified limit. For example: you can choose to have your account replenished with US$50 worth of credits, whenever your account reaches 0 credits. My SMS Bundle An SMS bundle allows you to automatically top-up your message credit balance with a preselected number of credits every month. It's easy to set up, works on any International SMS account and even offers you discounts on your regular message credit prices. Note: Message credits purchased as part of an SMS bundle are valid for three calendar months and will automatically expire at the end of the third month after which they were purchased, if not used. You can upgrade your SMS Bundle at anytime, but the new bundle will come into effect on the following month. To downgrade or cancel your SMS Bundle, you can contact our friendly support centre team at support.bundles@SMS.com and they will assist you. If you sign up for an SMS Bundle before the start of a new month, SMS provides you with two options:

You can choose to begin your SMS Bundle immediately, in which case you will be charged 'pro-rata', or proportionately for the days you are using it in the first month (with the exception of the last seven days of the month), or You can choose to begin your new SMS Bundle at the start of the following

month. Please note : After you have completed your application, if you receive a warning that your pro-rata charge has failed but your SMS Bundle has been successfully added, then your credit card details may have been incorrectly entered or be invalid.

In this event, please click on "edit card" in the Credit Card Details section, and ensure that your credit card details are correct. If your details are not corrected before the beginning of the new month, then your next SMS Bundle payment is likely to fail.

Two-Way Number Applications 1. Two-Way Number Applications The Two-Way No. Applications section on the Manage My Products page allows customers to apply online for premium and standard rate mobile originated (MO) twoway services. Online applications are a fast, efficient way of securing a two-way number in the country of your choice. However, you first need to set up an API before applying for your new short code or long number. 1.1 Setting up an API SMS supports a variety of APIs (HTTP, SMTP, FTP, XML, SMPP, SOAP and COM API) to find out more about APIs and their set-up, visit: http://support.SMS.com/guides/SMS/api_guide.php. 1.2 Services provided and terms and conditions You are required to select the checkbox that best represents the type of service you wish to use your two-way number for, whether it is a competition, alerts or a booking service. Note: No adult content or pornography is permitted. Please examine the Terms and

Conditions carefully before submitting your form certain countries have specific terms and conditions alongside SMSs regular ones, which can be found at: http://www.SMS.com/company/terms.php. Please ensure that you understand all the terms and conditions before accepting. 1.3 Filling in the application form After you have selected your API, please select the country in which your two-way number will be hosted. If your service requires more than one number or different country codes (e.g. +44, +46 and +27 numbers), you will need to complete a new application form for each one. Please note: though that you can send and receive messages from different countries simultaneously by using one of our long numbers, many of which have coverage throughout several countries. To find out more about number coverage, please visit: http://www.SMS.com/pricing/standard_mo_coverage.php

Next select the type of two-way number you wish to use from the menu below the Select Country for Number Use drop down menu.

Click Next after reading and accepting the SMS Terms and Conditions checkbox. On the next page, please provide information about your expected monthly volume, and the start and termination date of your two-way service. Please note: certain countries require more comprehensive short codes application forms than others please ensure that you provide ALL the required information before submitting your online application.

1.4 SMSs Interactive Campaign Manager (ICM) If you wish to use SMSs Interactive Campaign Manager (ICM), a web-based application for the management of two-way standard & premium rate SMS campaigns, then please check the box highlighted above.

The process of acquiring an Interactive Campaign Manager is simple: Step 1: Complete your number application form Step 2: Complete the payment process (below). Note: you will not be billed for ICM immediately. Step 3: Once your number has been allocated to you, our Connectivity team will contact you personally with information about ICM costs and additional set-up documentation required. Lastly, click Complete Application. 2. Manage My Products 2.1 Payment The short code or long number you applied for will only be available to you after your payment transaction has been successfully completed. The status of your two-way application will be displayed on the main Central > Manage My Products page. Depending on your service, the fee charged will include a set-up fee and three months rental. For more information about coverage and charges, please visit: http://www.SMS.com/pricing/shortcodes.php Click Pay to complete your application.

Please note: Only credit card payments are permitted for online applications. Please fill in your relevant details, then click Continue. An Order Summary can be found on the right-hand side.

Once you have successfully completed the payment process, you will be allocated a twoway number for use in your campaigns. You are then required to complete one final set up, that will enable you to use your two-way number. 2.2 Setting up your two-way number The final step before you can use your new two-way number is to set up your call-back and auto-reply configurations. Go to Central > Manage my Products, and then select the two-way number under Type.

In the screen (below), please fill in your:

Product: The API that is linked to the MO Number. Primary Callback: o Reply Path: This is the way we send you the details of the MO messages: If you select SMPP then this needs to be blank. If you select HTTP then you need to enter a http callback here If you select FTP then you need to enter your ftp_id here If you select "Online Reports Only" then this needs to be blank Target Address: This is dependent on the Reply Path chosen. Target Username & Password: This username and password will be used to call your callback URL with basic HTTP authentication. Secondary Callback: This is a back up callback system in case our attempts to reach your primary callback fail. We will try your secondary callback on the 3rd and 5th attempts.
o o

Advanced features: o Auto reply text: Whatever text is in this box will be sent back to the handset on each incoming message on your two-way number. Please note that this is sent via the normal router and is not sent with the mo=1 flag turned on. Note: if you are using ICM or any other campaign management application to manage your two-way campaign and have set an automated reply there, please do not type text here unless you wish to send two replies to your customers.

NOTE: Every time an auto reply is sent, you credit balance will be debited accordingly
o

Auto Reply Sender ID: This is the sender ID that will be used when sending the auto reply message. Please note that a standard SMS number may be used as the Sender ID if this feature is unavailable through specific route.

When you have completed your set-up, please click Commit.

3. Payment rental fees Renewing and/or paying your rental fee can be done on the Billing page, where numbers due for payment will be listed. First, check the Pay for MO (Two Way) numbers checkbox. This will show you your list of numbers and their rental payment dates.

You can then view and select from payment blocks of three, six, nine or twelve months, by ticking each two-way numbers checkbox. Once you have selected your ideal payment period, the rental fee price (excluding VAT) will appear in the box to the right.

You can select and pay for as many items as you wish, by ticking the relevant checkboxes. A summary of your expenses will then appear on the right-hand side of the Billing page. The option circled in yellow indicates the message credit prices, the items in the blue circle display the MO number rental prices, and the values circled in red represent the total amount. Please note: because TAX/VAT rules change from country to country, the VAT amount provided in the Total section is based on the billing country you selected (circled in green), and will only be added after the sub-total has been calculated.

Finally, click Continue to be taken to the payment details page. 4. Two-way Reports Two key reports for two-way messaging are the Two-Way SMS Report and the StopList Report.

Two-Way SMS Report: This report gives detail (all fields) related to SMS messages sent from a mobile phone to the clients MO number/s rented from SMS. The report is able to filter on based on specific criteria, and some of the more important fields it displays are:
o o o o o o o o

Message time Message text/data moMsgID - SMS identifier for the specific msg. Handset number that sent the SMS in. The MO number it was received on. Whether or not the client notification was completed and how many attempts. Time of the last client notification Product (api_id) the message was linked to.

Stop-List Report: provides a list of former-customers, who have opted out of

your bulk messaging campaign / subscription service / competition. This report displays the opt-out date, the mobile number of the customer/s, the product that they had opted out of, and the mobile message ID associated with that product. Each report can be viewed online, exported as an Excel spreadsheet or exported as a CSV (comma-separated-value) file.

Manage My Products This section of your SMS Central login page enables you to manage and alter your products. 1.1 My Connections SMS provides various ways to connect to the SMS gateway. Each account can have one or more connections. For information on how to set up and configure an API, please read SMS's help guide at: http://support.SMS.com/product_guides/SMS/api_guide.php. 1.2 Converters SMS has created a range of converters for the conversion of:

Images to operator Logos Music to Ringtones Arabic, Greek, Chinese and other characters to Unicode Text to V-Cards OTA Configuration

These converters will assist you in creating the required "code" for delivery to SMS so that the recipient mobile phone will receive and interpret the message as the correct message type. Just click on "Converters" in the "Manage my Products" tab, and then select the converter you desire from "Ringtones" to "WAP Push".

1.3 Two-Way No. Applications The Two-Way No. Applications page allows customers to apply online for standard rate mobile originated (MO)/two-way services. Online applications are a fast, efficient way of securing a two-way number in the country of your choice. However, you first need to set up an API before applying for your new short code or long number. 1.3.1 Setting up an API SMS supports a variety of APIs (HTTP, SMTP, FTP, XML, SMPP, SOAP and COM API) - to find out more about APIs and their set-up, visit: http://support.SMS.com/product_guides/SMS/api_guide.php.

1.3.2 Services provided and terms and conditions You are required to select the checkbox that best represents the type of service you wish to use your two-way number for, whether it is a competition, alerts or a booking service. Note: No adult content or pornography is permitted. Please examine the Terms and Conditions carefully before submitting your form - certain countries have specific terms and conditions alongside SMS's regular ones, which can be found at: http://www.SMS.com/company/terms.php. Please ensure that you understand all the terms and conditions before accepting. 1.3.3 Filling in the application form After you have selected your API, please select the country in which your two-way number will be hosted. If your service requires more than one number or different country codes (e.g. +44, +46 and +27 numbers), you will need to complete a new application form for each one. Please note though that you can send and receive messages from different countries simultaneously by using one of our long numbers, many of which have coverage throughout several countries. To find out more about number coverage, please visit: http://www.SMS.com/pricing/standard_mo_coverage.php Next select the type of two-way number you wish to use from the menu below the "select country" drop down menu.

Click "Next" after reading and accepting the SMS Terms and Conditions checkbox. Please provide information about your expected monthly volume, and the start and termination date of your two-way service.

1.3.4 SMS's Interactive Campaign Manager (ICM) If you wish to use SMS's Interactive Campaign Manager (ICM), a web-based application for the management of two-way standard & premium rate SMS campaigns, then please check the box highlighted above. The process for acquiring an Interactive Campaign Manager is simple: Step 1: Complete your number application form Step 2: Complete the payment process (below). Note: you will not be billed for ICM immediately. Step 3: Once your number has been allocated to you, our Connectivity team will contact you personally with information about ICM costs and additional set-up documentation required. Lastly, click "Complete Application".

1.3.5 Payment The status of your two-way application will be displayed on the main Central > Manage My Products page. The short code or long number you applied for will only be available to you after your payment transaction has been successfully completed. Depending on your service, the fee charged will include a set-up fee and three months rental. For more information about coverage and charges, please visit: http://www.SMS.com/pricing/shortcodes.php Click "Pay" to complete your application.

Please note: Only credit card payments are permitted for online applications. Please fill in your relevant details, then click "Continue". An Order Summary can be found on the right-hand side.

Once you have successfully completed the payment process, you will be allocated a twoway number for use in your campaigns. You are then required to complete one final set up, that will enable you to use your two-way number. 1.3.6 Setting up your two-way number The final step before you can use your new two-way number is to set up your call-back and auto-reply configurations. Go to Central > Manage my Products, and then select the two-way number under "Type".

In the screen (below), please fill in your:

Product: The API that is linked to the MO Number. Target Address: This is dependent on the Reply Path chosen. Reply Path: This is the way we send you the detail of the MO messages: o If you select SMPP then this needs to be blank. o If you select HTTP then you need to enter a http callback here o If you select FTP then you need to enter your ftp_id here o If you select "Online Reports Only" then this needs to be blank Auto reply text: Whatever text is in this box will be sent back to the handset on each incoming message. Please note that this is sent via the normal router and is not sent with the mo=1 flag turned on. Auto Reply Sender ID: This is the sender ID that will be used when sending the auto reply message. Please note that the Sender ID might become a standard SMS number depending on the availability of this feature through the specific route.

1.3.7 Renewing Payment Renewing and/or paying your rental fee can be done on the "Billing" page, where numbers due for payment will be listed. First, check the "Pay for MO (Two Way) numbers" checkbox. This will show you your list of numbers and their rental payment dates. You can then view and select from payment blocks of three, six, nine or twelve months, by selecting each two-way number's checkbox.

Routing Profile Guide In order to optimise coverage and message routing, SMS offers two kinds of profiles: 1. Public Profiles - to which all users have access 2. Private Profiles - activated for selected users or for selected purposes There are a few key steps to getting going: 1. 2. 3. 4. 5. Quick Guide Intro Public Profiles Cost Implications Private Profiles

Each of these is described in more detail on it's own. To go directly to a particular section, click on the appropriate link. This is a quick introduction to using Public Profiles. The purpose of public profiles: The main purpose of profiles is to enable you to send to a destination (country or

network) that costs more (or less) than 1 credit per SMS. The default setting: Currently all profiles will be automatically selected for all users when they register, by default. Therefore users will be able to send to all destinations (0.8 to 3 credit destinations). In order to change your routing profiles (ie. deselect certain profiles), please log into SMS Central and then click on "My Settings" from the menu at the top, then select Routing Profiles from the menu on the left. FAQ's: How do I use the profiles? If you choose to deselect profiles, at least one profile must be selected at all times. If you select profile A only (0.8 credits) and deselect all other profiles, messages that cost 1 or more credits will not be delivered. Therefore if you need to send to a destination that costs more than 0.8 credits, your messages will fail. To enable sending to destinations that cost more than 0.8 credits, please ensure that these profiles are selected. For Example:

It costs 2.5 credits to send an SMS to France - Orange. If you send to France - Orange, and you have manually deselected all profiles except the default profile A (0.8 credit), the message will fail. You may see this indicated in your message report as a 'Routing error'. To be able to send to France - Orange, you need to enable your 2.5 credit profile "E" by logging into SMS Central and clicking on "My Settings" from the menu at the top, then selecting "Routing Profiles" from the menu on the left. Once enabled, you will be able to send to all 2.5 credit destinations at a cost of 2.5 credits per SMS.

If I choose a more expensive profile, will all my messages be charged more? No. SMS's message router will always select the least expensive route to any destination. If you have not changed the current default selection and have profile "A" (0.8 credit destinations) through to profile "F" (3 credit destinations) selected, SMS will use the least expensive available route. The system will select a higher route only if there are no less costly routes available. For Example:

Australia Telstra currently costs 0.8 credits per SMS You may also wish to send to France Orange which costs 2.5 credits per SMS. You therefore select profiles A, B, C, D, E Messages to Australia Telstra will be charged at 0.8 credits and not at 2.5 credits even though you have profiles A to E selected.

How do I know what I will be charged? The simplest way of doing this is to view the SMS coverage page. You can also access the "Routing Profiles" menu by logging in to the SMS Central website. Click on "My Settings" from the menu at the top, then select "Routing Profiles" from the menu on the left. You can now view the charge to a specific destination. 1. 2. 3. 4. 5. 6. Select the profiles that you wish to enable for your account Click on 'Save profiles' Return to the profiles link Select a destination to preview the coverage Click 'Submit' The credit cost to that destination is displayed.

Please see the extended sections on "Routing Profiles" for more information. Big benefits for a mobile insurance industry The benefits of mobile messaging with SMS are immediate and measurable. Insurance can be a high risk business and in today's troubled economic times it is vital to maximise the return on investment and make that dollar stretch a little bit further. Mobile messaging with SMS offers the insurance industry that opportunity and a whole lot more. SMS has compiled a list of the easily obtainable benefits of mobile messaging for the insurance industry. Mobile messaging solutions improve the quality of customer service

Interact positively with clients with non-intrusive or non-confrontational SMS text messages. Proactively inform them of special events and promotions beforehand to increase campaign effectiveness and thus revenue gain. Send SMS 'call to action' messages; promote new insurance products and benefits through mobile messaging. Offer a self-service environment saving customers valuable time and reducing your operational costs. Two-way text messaging allows customers to interact with the company speedily with regards to claims or complaints. A SMS Customer Services department can alleviate frustration from customers tired of waiting in phone queues with their queries. They can send an SMS text message, receive an SMS notification of waiting time and the query can be forwarded to the relevant person. Customer-centric service is becoming increasingly important as the insurance market becomes more competitive; sometimes the only differentiation between companies is the level of service that they offer.

Mobile messaging solutions reduce operating expenses

Mobile messaging solutions significantly reduce the costs of outbound customer and employee communication:

By encouraging a move towards a self-service environment. Repeat enquiries or notices can easily be sent by SMS saving the cost of hundreds, if not thousands of calls. Automated SMS can be used in-house for staffing and shift availability queries or used for customers who need transaction status notifications, alerts as to delivery of documents and 'reminder to pay' SMS messages. By reducing the need for one-on-one phone calls; thousands of SMS messages can be sent in minutes more than halving the labour time taken to deal with routine queries and notifications. The average call time of two minutes is decreased to less than 2.5 seconds per text message. SMS has proved to be a highly effective method for delivering premium payment reminders as people are more likely to respond to a message delivered in a non-confrontational and non-intrusive manner. SMS mobile messaging leads directly to immediate cost savings on telephone calls and labour and increased collections resulting in higher profit margins.

Reducing the strain on call centers Escalating operational and infrastructural costs are putting strain on call centers already struggling to make a profit and deliver a high level of service to their customers. A recent UK study shows that most people give their mobile phone number as their prime contact number and that because of this almost 70% of call centers outbound calling costs are the result of calls to mobile phones. The same study shows that half of US adults who only use a mobile phone are 30 or over and one third of 18-29 year olds in the US, the insurance customers of the future, only use a mobile phone. There is both a threat and an opportunity for call centers within this trend towards mobile domination of the communication sphere. The threat is that expenses associated with the calling of mobile phones keep rising putting immense pressure on the economic survival of the call or contact center. The opportunity is that if proportionally more people are using their mobile phones as their primary form of communication, then text messaging (SMS) is a viable and certainly far more costeffective measure. Attract new markets

Mobile messaging opens up a communication channel to entirely new markets whether on a local, regional or global scale. Metropolitan Life's campaign which launched a short-term insurance product purely through SMS messaging was a huge success in South Africa. Youth in particular use text messaging to communicate and this makes SMS mobile messaging an ideal marketing tool to access this market. SMS messaging transcends all age, gender and income disparities making it extremely powerful. SMS can offer an extension of that SMS power to over 220 countries through more than 790 networks. Once you have integrated SMS's award-winning mobile messaging products with

your existing site, application or interfaces, you can immediately begin harnessing some of the benefits of the mobile insurance market. Mobile messaging solutions reduce the opportunities and incidences of fraud

SMS alerts and real-time transaction text message alerts can address fraud and identity theft concerns. Santam, a South African insurance company, with the help of SMS's mobile message-enabling products has dramatically decreased the opportunities for fraud within the insurance field. Mobile messaging is proven, dependable and highly secure. SMS enables further security measures such as SSL encryption on the SMS services that they offer to ensure the integrity of private information. By using SMS messages as 'point-of-sale' receipts when new policies become active, payouts are made, claim decisions are made, customers are assured of knowing what is happening with their insurance portfolio's at all times.

Mobile Insure against the future with SMS SMS is the world's leading mobile messaging provider.

SMS, the world's leading mobile messaging provider, offers financial institutions reliable and secure SMSenabling connections and an award-winning SMS Gateway messaging platform that ensures reliable delivery of real-time text messages to your customers, wherever they are, whenever you want. SMS has an unblemished safety and data integrity record With SMS insurance companies can rest assured that their messages containing confidential information are secure. There are additional security measures available with specific products depending on your needs. We offer SSL encryption on both inbound and outbound messages and further security can be enabled with 2-factor authentication. Secure channel switching from SMS to voice or the audio entry of verification PIN codes prevents PIN codes being stored on the device or SMS outbox. SMS offers you superior Customer Relationship tools Our Interactive Campaign Manager allows you to manage databases, track and monitor campaigns and comes with innovative marketing tools. SMS can assist you with setting up 'intelligent customer callback services' so that your valuable customers do not have to wait in phone queues but have their queries dealt with quickly and by the relevant personnel. SMS enables company control over the mobile process We offer you an account management package that enables control over network channels and connection options. Our SMS gateway and mobile message-enabling API (Application

Programming Interfaces) all offer the following features:

Text message delivery acknowledgement. Customers can set their own sender ID's. Message escalation to alternative delivery gateways in case of delays. Bulk text message sending capability. The ability to personalize text messages according to trigger information, names, dates etc. Customers can send extended length messages (over the standard 160 characters)

SMS offers you the opportunity for global reach We have built up a reliable network of mobile operators, more than 790 of them, in over 220 countries. Not only does this make us the most far-reaching mobile messaging provider in the world it also means that your company has unlimited global reach. You can reach your clients wherever they are, whenever you want. SMS has partnered with small and large insurance companies to offer safe and secure mobile insurance options. From America to the United Kingdom and Australia to Africa, SMS offers innovative and award-winning mobile messaging solutions for the insurance industry. Read more about our mobile insurance success stories here. The Mobile Banking Imperative SMS text banking, the first step in a successful mobile banking campaign. It is imperative that banking and payment institutions offer their customers mobile banking facilities - today. The 2008 Juniper Research report on the mobile financial sector predicts that over 800 million people will use their mobile phones to access banking and payment services by 2011. As a result the number of mobile banking transactions is expected to increase to 37 million by the same year. "A 2009 report states that more than three quarters of consumers want access to their bank account balances and other financial information at all times. This trend is ignored by financial institutions at their peril." The mobile phone is the most ubiquitous communication device on the planet - nearly everyone has one and keeps it near them wherever they are. SMS text messaging is a preferred form of communication for many people today and SMS banking applications are easy to use, affordable to implement and offer fantastic benefits to both customers and banks. Some examples of SMS mobile banking services include balance enquiries, fraud and transaction alerts, funds transfers and bill payments. As more consumers purchase and become View Diagram comfortable with WAP-enabled phones, the potential for more complicated transactions will present itself.

Not only does mobile banking offer great flexibility for banking customers enhancing their loyalty to your brand, it also offers fantastic advantages to financial institutions. Mobile SMS banking can generate additional income for the institution as well as reduce risk, thus saving more money. Any forward-looking financial institution needs to be providing mobile banking services in order to gain a competitive advantage while they still can and be poised for unfolding opportunities. Try out our SMS Gateway now to see how easy it is - there is no risk and no obligation. Would you like to know more about the benefits of mobile banking?

Mobile Banking Benefits with SMS Use of text messaging in banking offers a competitive advantage. "SMS's interfaces are so flexible and userfriendly that it required little integration or effort from the Bank and SMS effortlessly combined FNB's text-based banking alert service and the mobile messaging carrier's cutting edge mobile messaging gateway. FNB are able to notify its customers immediately of account transactions via an SMS message to their mobile phones. Enabling clients to keep up-to-the-minute with all activity taking place in their accounts, and to monitor and detect any fraudulent activity." Len Pienaar, CEO of FNB Mobile and Transact Solutions, FNB (SA) The benefits of mobile banking are demonstrable and immediate. SMS outlines below the primary benefits offered by SMS mobile banking for both customers and financial companies. Reduce your operating costs Eliminate the need for costly call centres and customer service help desks by going mobile. Using a mobile platform such as SMS text messaging for simple and repetitive tasks such as reminders about payments due or balance requests can reduce the burden on IT and personnel resources. Using secure and integrated messaging platforms means that you can reduce the costs and errors associated with paper-based payments. One of SMS's clients on the African continent, SatCom Networks Africa Ltd operates out of Tanzania and uses SMS notifications to alert banks to problems before they

become customer complaints. This includes alerting banks to ATM events such as low stock of funds or paper, power failures, attempts at frauds etc. This innovative service allows banks to proactively resolve problems before they become issues. Reduce risk for your institution SMS mobile banking is cost-effective which lowers the financial risk involved in rolling out new banking initiatives. It is immediate and effective and with two-way messaging enabled, campaigns can be monitored in real-time affording the opportunity to change strategy if need be. SMS's SMS mobile banking solutions can be integrated into existing infrastructure or externally managed so no additional personnel are needed. SMS mobile banking reduces the potential for fraud immediately as fraud and account transaction notifications are sent in real-time empowering customers to take action immediately. Give customers peace of mind around the accuracy and security of their financial transactions through SMS authentication PIN codes and transaction text notifications. Generate additional revenue Use premium-rated SMS to charge for banking transactions and create an additional revenue stream for your financial institution. Commissions and service fees on mobile payments and transfers are another potential income stream. Customers can also purchase goods and services via a mobile banking platform and the mobile number database can be used for cross-selling purposes - particularly time and event related options. This could include insurance packages, discounted holiday packages and premium banking services. Prepaid airtime, electricity vouchers, coupons etc can all be purchased via mobile phone. Customer Retention and Acquisition Campaigns Offering existing customers an additional, secure, easy to use banking channel is sure to improve the loyalty or 'stickiness' of customers to your brand. It can also act as an attraction point to new customers looking for ease of access and innovative services. There are many practical ways of using SMS text messaging to increase the level of service you offer customers:

Use SMS transaction and fraud alerts to guarantee their level of banking security. Allow customers to receive critical information and services via SMS messages. Allow your customers to communicate with you via SMS text message and setup an 'intelligent customer callback service' that negates the need for customers to wait in frustrating phone queues. Run SMS marketing campaigns to attract new customers to your institution; because these campaign results are available immediately, the return on investment is measurable. Allow customers the flexibility and peace of mind to access their bank accounts on the go, receive their balance notifications and perform banking functions. A simple SMS service offering 'point of sale' SMS receipts contributes to

customers feeling assured that their money transactions are accurate and secure. Mobile to mobile fund transfers are a very convenient way for customers to make payments.

Just by implementing SMS mobile banking you will effectively enhance the value and reach of your brand and build consumer confidence by offering them customercentric service. SMS mobile banking becomes a unique tool for not only radically improving customer service but also to generate additional revenue and aid in the prevention of fraud. What mobile messaging advantages does SMS offer your financial institution? The SMS Mobile Banking Advantage Offer your customers secure, reliable mobile banking options with SMS. "Because of our experience with financial services organizations and established global reach, SMS is best positioned to deploy mobile money initiatives via text messaging. With leading brands having already deployed mobile payments, mobile money transfers, mobile banking, and foreign currency exchange solutions; SMS is fast emerging as a leader in this rapidly growing market." Pieter de Villiers, CEO of SMS

SMS, the world's leading mobile messaging provider, offers financial institutions reliable and secure SMSenabling connections and an award-winning SMS Gateway messaging platform that ensures reliable delivery of real-time text messages to your customers, wherever they are, whenever you want. Security and Safety SMS has an unblemished safety and data integrity record. We are able to offer financial institutions additional security measures for their mobile banking messages. SSL encryption can be used on both inbound and outbound messages (available with specified API connections) and the further security measure of 2-factor authentication can also be employed. This convenient and cost-effective security measure uses a secondary code or PIN number to strengthen authentication. Further mobile authentication measures include secure channel switching from SMS to voice or audio entry of verification PIN codes. This measure addresses concerns around PIN codes being stored on the device or in the SMS outboxes. Following online

transactions, users can also be sent an additional authentication token via SMS to enter before being able to complete the transaction. Global Reach SMS delivers more text messages to more countries (over 220) through more network providers (over 790) than any other mobile messaging company in the world. Taking your banking services mobile with SMS allows you to truly offer 'mobile' SMS banking to your customers no matter where they might be in the world. Improved Customer Relations Not only does SMS offer an Interactive Campaign Manager tool that allows you to monitor and intervene in your customer campaigns in real time, it also generates and manages database integration and comes with additional marketing tools. Use SMS to implement an 'intelligent customer callback service' whereby customers can send a text message query instead of waiting in a phone queue to reach an operator. In turn they would receive an SMS notification back of the wait time and the system will notify the relevant operator. Effective Account Management The account management package allows users control over network channels and connectivity options. All of SMS's products offer text message delivery acknowledgement and customers can specify sender ID's. Your valuable financial message will always be delivered as our products allow for message escalation to alternative delivery gateways until it has been delivered. Financial institutions can securely send bulk SMS messages, personalize their messages around trigger words, names or dates and can also send extended length messages - over 160 characters. If your financial institution already has an emailing system in place, SMS has an 'email to SMS' option for you. SMS has partnered with some of the world's biggest banks and financial institutions to offer safe and secure mobile banking options. Read more about our mobile banking success stories here

SMS's Mobile Banking Success Stories Use the power of mobile banking to simultaneously reduce risk and generate revenue. "At a time when the 'I want it now' state of mind is prevalent, banks need to provide customers with an easy to use, convenient and ubiquitous mobile banking solution giving customers the account information they need anytime, anywhere. SMS doesn't require loading, discovery initiating or learning - just type, send and receive. Needing to keep existing customers and looking to acquire new market share, Banks must offer a simple,

relevant mobile solution - today." Pieter de Villiers, CEO of SMS SMS has been instrumental in enabling leading financial institutions to roll out mobile components to their banking services. In South Africa, First National Bank (FNB), used SMS's mobile-enabling products to allow their customers to conduct bank transactions as well as make third party purchases for prepaid airtime and electricity from their mobile phones. FNB was able to cut across all geographical and demographical limitations with this mobile banking strategy; South Africa has over 90% mobile phone penetration as opposed to a much more limited landline and Internet access. FNB expanded its market presence to neighbouring countries Namibia and Botswana through a SMS 'InContact' service that allowed their international customers to receive secure SMS alerts and notifications of transactions on their accounts. The benefits to FNB were remarkable, they made savings by using SMS instead of phone calls thus increasing their revenue while decreasing their costs; they dramatically reduced incidences of fraud and thus saw an increase in customer satisfaction and therefore retention. They have increased their brand recognition and therefore acquired new customers. They now have a competitive advantage over other financial institutions in Southern Africa. Read the FNB case study here. Still in Africa, New Heights Microfinance Bank Ltd, Nigeria depends on SMS to deploy their mobile messaging services. Many of their customers are not able to reach a physical branch, make phone calls, or log onto the Internet, but do have access to a mobile phone. SMS text alerts give customers the ability to keep a watchful eye over their finances anytime, anywhere. They chose to use SMS for the global reach and critical messaging services provided. For more information on mobile banking in South Africa, click here. S1 Enterprise, another SMS client, together with 100 USbased banks helps over three million consumer, small business and corporate users with accessing and managing financial information. And Postilion works with over 1,500 banks in over 50 countries to enable self-service transactions with the help of SMS's award-winning mobile-enabling products. SMS alerts are providing foreign exchange traders - such as Easy-Forex who operate in over 150 countries, with an online currency trading platform. This platform gives Forex traders, of all levels, up-to-the-minute information, including foreign exchange rate alerts, limit order status, deal closure notifications, and more. In any FX market, currency exchange rates and deal status fluctuate throughout the day, and traders must be aware and stay informed at all times in order to make smart trading decisions. Traditionally, many foreign exchange traders access market rate information, limit order and deal status updates through PCs, laptops and landline phones. It is vital that FX traders are able to respond to changing market conditions wherever they are - in meetings, away from their desks, on the road or while multi-tasking. With the rise in volatility of exchange rates occurring across global markets and the fact that nearly everyone carries a mobile phone with them, now is the opportune time to capitalize on up-to-the-minute FX trading opportunities - anytime and anywhere. For more

information about mobile financial services in the US, click here. Working with SMS as a mobile messaging provider, one of Europe's largest online payment systems, Moneybookers recently announced that eWallet customers could now receive text notifications on their mobile phones to confirm the purchasing of goods, wiring of money transfers and mailing of goods. This allows customers to immediately cancel unwanted transactions and have a real-time overview of what is happening with their accounts. From Africa to Australia, the United Kingdom to the America's, SMS has helped banks and payment institutions all over the world increase their banking security, reduce their fraud incidences by up to 43%, reduce their costs and keep and acquire new clients. Which of our mobile message-enabling banking products would work for you?

SMS's Mobile Banking Product Solutions With SMS, banks have the ability to create successful, tailored mobile offerings. For financial institutions looking to add a mobile component to their services, SMS offers a set of secure, robust and flexible mobile financial solutions. SMS partners with best of breed mobile financial services application providers allowing any financial institution to easily implement a single, secure, messaging strategy enabling you to reach their customers anywhere, anytime and with any message. Banks and payment institutions can utilize multiple strategies from simple SMS text banking to complex Java (J2ME) applications. Based on the detailed requirements of the financial services institution SMS will select the optimal partner solution and provide a completely managed and fully integrated solution. The complete solution, consisting of SMS;s mobile messaging gateway and the partner application, is capable of processing millions of messaging transactions per month. Provided functionalities include:

Support of multiple modalities: SMS, Mobile Web (WAP) and downloadable applications. SMS Account notifications - balance updates, mini-statements, payment reminders. SMS Account access (2-way) - balance inquiries and mini-statement requests via SMS. Transaction text alerts - credit and debit cards, online login. Fraud text alerts these text alerts require

acknowledgement by the user. Optional Mobile Web (WAP) based banking applications. Optional downloadable applications (J2ME, iPhone, etc.) Seamless integration with core banking or Online banking systems through APIs and SDKs.

Advantages of using the SMS's Solution Set:

It works on all mobile platforms. It offers banks the opportunity to immediately reduce costs. It can be launched as a hosted (Saas) in as little as a few weeks. It offers Bank and Telco grade security options. It is future proofed so you can add on other telecommunication protocols and devices as they become applicable. It maximises existing investment in infrastructure such as Internet and telephone banking. It is easy to use - for both your company and your customers.

SMS is the world's leading mobile messaging provider and offers the most extensive global coverage to any bank or payment institution. Would you like to know more about SMS's Mobile Application Services Partners? Read more about how global financial services companies and SMS's customers, such as FNB , are using SMS messaging to improve the efficiency and safety of their services. Financial Applications: All SMS partner applications work in conjunction with SMSs messaging platform and allow financial institutions to offer the following services:

Complete TextBanking Solution Includes balance notifications, account updates and balance queries, including flexible services configuration, keyword management and support of multiple customer segments 2-Factor SMS authentication - Following a user transaction such as an online banking attempt, a unique code for web-based entry is dispatched to the user via a SMS text message. Card not present - This offers further online transaction security. Following an online transaction, the user is sent an additional authentication token via SMS and required to enter it online to complete the transaction. Mobile authentication - Secure channel switching from SMS to voice or WAP entry of a verification PIN code. This method eliminates any concerns about the PIN code being stored in the device SMS outbox. Mobile payment - Enabling small transactions for peer to peer or person to business payments. Utilizes channel switching and voice based PIN entry as mobile authentication. CRM applications - Intelligent customer call back system; rather than calling

the service line, only to be placed on hold, the customer sends a text message query and receives a SMS notification stating the approximate wait time. The CRM system initiates an agent call back after the indicated time. Marketing and loyalty applications - 2-way text message campaign management tools includes email marketing tools such as click through reporting, template management and database integration. SMS's financial services solutions have been receiving great acclaim from major banking institutions for over three years. Read more about international case studies or contact our sales team to find out more.

SMS's SMS Gateway SMS's award-winning SMS Gateway works seamlessly in conjunction with its partner applications and allows financial institutions to take full advantage of the potential of mobile financial services. SMS has an impeccable safety and data integrity record; our text messaging connections offer secure and reliable delivery of real-time messages to your customers wherever they are. Advantages of using the SMS SMS Gateway API connections

They offer secure SMS message delivery. They are capable of processing millions of SMS text messages a month. They are designed to handle bulk SMS in a secure manner. Banks can set bulk SMS messages to include personal details such as names, dates etc. Two-way messaging can be set to trigger words or requests. They allow for message escalation to alternative delivery gateways until your financial message has been delivered. Banks can track delivery of their SMS messages and set the sender ID. You can choose an 'email to SMS' option if you already have an emailing system in place. Once you have set up and integrated to SMS's SMS Gateway banks can begin safely sending SMS text messages to customers right away. SMS offers 2-factor authentication options, SSL encryption with specified API's, and a variety of other security measures to ensure the integrity of financial information.

Would you like to know more about SMS's award-winning SMS Gateway? ( RSA, UK, AU) SMS offers financial institutions across the globe innovative and award-winning mobile messaging solutions - get in touch with a sales consultant.

Insurance on the move with mobile messaging Position your company as a mobile insurance market leader with SMS. More than half the people on the planet have mobile phones and are choosing to use them as their primary form of communication. This means that all industries need to be geared up to offer mobile solutions in order to keep their customers and attract new ones. The insurance industry, in particular, faced with the increased costs of communication and the increased demand from customers for efficient and fast interaction need to add a mobile component to their insurance offerings. SMS, the world leader in mobile messaging, can position your insurance company for long-term success in the mobile insurance market. With years of global experience, a reliable relationship with over 790 network operators in over 220 countries and awardwinning mobile message-enabling products, SMS can position your company as a mobile market leader in the insurance industry. What are the benefits of adding a mobile messaging component to your insurance product offering?