Objective:
Get instant feedback about registered customer complaints for non-acceptance of American Express Cards by some merchant establishments.

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Campaign flow:

• Amex customer registers a complaint through SMS / IVR / Missed call
• A complaint ID is assigned in the Amex CRM
• An API call triggered from CRM passing on the complaint ID (CID) and customer RMN
• An SMS sent to customer mobile with a unique short URL including CID
• Customer clicks on the URL and lands on landing page with his CID pre-filled
• Customer fills the form providing reasons for non-acceptance and mode of alternate payment
• On submit, the customer information passed on to Amex CRM over API

Data delivery:
API integration with client CRM

Link: