Tropa Services, a mobile marketing company based in Switzerland, specialises in innovative customer communication. Delivering emotional voice messages to mobile phone voice boxes with its voiceTRO offering, has developed into a main business.
For the technical implementation, Tropa has relied on the technology of Voxeo, an Aspect company, and they are currently being trained for the latest release of the application lifecycle management platform Voxeo CXP.
The Voxeo CXP Pro and Prophecy Platforms make it easy for business users to take control of the IVR, mobile, and text applications, without having to go through IT or lengthy deployment cycles. Both platforms belong to the portfolio of Aspect Software, a leading provider of fully-integrated customer interaction management, workforce optimisation, back-office and award-winning cloud solutions.
Tropa Services operate internationally. They develop and produce emotional voice messages that are delivered directly to consumers’ voice mailbox.
Experience has shown that the acceptance of messages on the voice mailbox is high as the message delivery does not disturb the customer. Instead, they will listen to the message whenever it is convenient for them – and the messages can be replayed as often as desired.
Tropa has successfully created and realised campaigns for clients such as telecommunication providers, insurances and broadcasters.
“The success of our campaign depends on the message itself, that is the content-related planning and our creativity, as well as flawless technical execution,” says Roberto Troisi, owner of Tropa Services. “In Voxeo we have found the ideal partner who provides the technology platform for our success. We would choose Voxeo any time again.”
Voice mailbox messages are very well received by consumers; among others in the field of trade shows and events. For instance, in cooperation with concert promoters a voice message recorded by the “star” of the show may be sent to those ticket holders that have provided their mobile phone number – relationship building with a unique listening experience.
Other fields of application include messages related to specific dates such as holidays or occasions such as post-sales, it has also helped to increase response rates such as by announcing an upcoming newsletter.
“We provide comprehensive advice to our customers and we devote particular attention to tying the emotional message in with the other marketing activities of the company,” explains Roberto Troisi. “VoiceTRO covers project consulting, support, execution, and analysis. Of course we ensure compliance with privacy rules and other regulations regarding content, handling, and reporting.”
Tropa produces the message, the customer provides the sender and the target numbers. The voice message is then delivered via the Voxeo platform as an outbound call which is routed directly to the receivers’ mailbox (the majority of mobile phone customers have enabled a voice mailbox. In Switzerland the rate is 90%).
The platform is highly flexible, scalable on-demand, even high call volumes can be realised within a short time frame. The volumes of campaigns by Tropa usually range from 1 000 to 5 000 calls and it takes only several minutes to deliver them.
“Voxeo has provided perfect support on all fronts,” says Roberto Troisi.
With its comprehensive functionalities for multi-media communications CXP provides Tropa with a great variety of options to enhance their own product range. “In particular, delivering images and audio is an interesting model for us. With the help of Voxeo CXP we will pursue in this direction.”
“Services providers like Tropa are a great showcase of how a creative use of our innovative technologies leads to new possibilities – with trackable results,” says Sabine Winterkamp, director of Marketing CE & EE, Aspect Software.