WPCRMS Wireless Application Protocol based Customer Relationships Management System

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W_at_PCRMSWireless Application Protocol
basedCustomer Relationships Management System

• Present by Simon Chan
• Date 1st Aug, 2000

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Agenda

• Introduction
• Overview WAP
• Overview CRMS
• Development Environment
• Implementation Result
• Q A

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Introduction

• Wireless Computing is not NEW.
• Technical Improvement (Network Infrastructure,
  Device, RAM, Battery)
• Any mobile devices (Paging, PDA, Phone)
• Number of Subscribers
• NTT DoCoMo i-mode
• WAP Enquiry, Game, M-Commerce

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WAP Overview

• Wireless
• Application
• Protocol

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• Dec 1997, WAP Forum was formed by
• Ericsson, Motorola, Nokia , Phone.com
• Objective
• To bring Internet content services to wireless
  devices
• To create a global wireless protocol
  specification for different wireless network
  technologies.
• To enable the content and applications work for
  wide range of bearer networks and device types.
• To embrace and extend existing standards and
  technology wherever appropriate

.
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How does WAP Work?
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WAP Stack
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Constraints

• Wireless Device
• Less Powerful CPU
• Less Memory
• Limited Battery Life
• Smaller Display (Nokia 7110 4 x 20)
• Different Input Device

• Wireless Network
• Less Bandwidth (GSM 9600 14.4 kbps)
• More Latency (5 10 seconds for round-trip
  latency)
• Less Connection Stability
• Less Predictability Availability

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Wireless Markup Language

• Based on XML
• Basic Unit Deck ? HTML Page
• Deck a collection of cards
• Card single visible screen
• Support Simple Text and Image (wbmp)

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Wireless Markup Language
lt?xml version"1.0"?gt lt!DOCTYPE wml PUBLIC
"-//WAPFORUM//DTD WML 1.1//EN" "http//www.wapforu
m.org/DTD/wml_1.1.xml"gt ltwmlgt ltcard
id"First_Card" title"Card 1"gt ltdo
type"accept" label"Next"gt ltgo
href"Second_Card"/gt lt/dogt ltpgtHello.
This is the ltbgtfirst lt/bgtcard.lt/pgt lt/cardgt ltcard
id"Second_Card" title"Card 2"gt ltdo
type"prev" label"Previous"gt
ltprev/gt lt/dogt ltpgtThis is the
ltbgtsecondlt/bgt card. Goodbye. lt/pgt lt/cardgt lt/wmlgt
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WMLScript

• Based on ECMAScript
• Complements the WML
• Functions
• Validate User Input
• Provide Access to the device functions
• Generate message / dialog locally
• ? Bandwidth

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CRMS Overview

• Customer Relationship Management System
• Focus Optimal Customers Value
• Reducing Sales Cycle
• Identify markets and channels expansions
• Improve customer satisfaction, profitability, and
  retention
• Shard Customer Information

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CRMS Components

• Sales
• SFA (Sales Force Automation)
• Streamline Sales Cycle
• Marketing
• Design, Execution and Analysis of Campaign
• Customer Service and Support
• Accuracy Customer Service
• Efficiency and Quick Response Time

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Sales Cycle

• Prospecting
• Acquiring
• Pre-qualify
• Identify Buying Group

• Closing
• Get Commitment
• Get Contract Signed
• Take Order
• Post-Sale Support

• Pursuing
• Customer Needs
• Offers References
• Demonstration
• Proposal
• Negotiation

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Implementation

• Database Server MSSQL Server 7.0
• Web Server MS IIS Web Server
• WAP Gateway WAPLite 1.10 Server
• WAP Clients
• WAP Browser on PC (WAPMan)
• WAP Browser on Palm (WAPMan)
• WAP Phone (Nokia 7110)

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Web WAP Server

• Web Server MIME Type

• WAP Server
• TCP/IP connectivity to Web Server
• Enable HTTP Session Cookies

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WAP Clients

• Client Type
• Desktop
• PDA (Palm Pilot)
• WAP Phone (Nokia)

• Setup
• WAP Gateway IP
• Port (9200 9203)
• Bearer Service (CSD, SMS)

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Benefits

• Improve Sales Team Efficiency
• Quick Response Time
• Shorten Sales Cycle
• Better Communication
• Better Team Management
• Better Customer Service and Satisfaction

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Limitation

• Narrow bandwidth (9600 14400 bps)
• Restricted on limited text-based info
• Unfamiliar input device
• Work Online Only
• Push technology not available
• Too many mobile devices

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Future Integration

• GPRS / 3G, IPv6
• Push Technology
• PDA API (Date book, scheduler, to-do list)
• BlueTooth
• Java / SMART Card
• Mobile Database

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Questions Answers
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Thank you
Acknowledgement