Transcript WAPCRMS Wireless Application Protocol based Customer

W@PCRMS
Wireless Application Protocol
based
Customer Relationships Management System
Present by: Simon Chan
Date : 1st Aug, 2000
Agenda

Introduction
 Overview WAP
 Overview CRMS
 Development Environment
 Implementation Result
Q&A
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
WAP Overview
Wireless
Application
Protocol

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
How does WAP Work?
Request (URL)
Response (Content)
Web Server
Web
Client
st
que
Re
Encoded Request
nt)
nte
o
C
e(
ons
p
s
Re
Encoded Response
Wireless
Network Operator
WAP Gateway
Content
WAP Stack
Application Layer
Session Layer
Wireless Session Protocol (WSP)
Transaction Layer
Wireless Transaction Protocol (WTP)
Security Layer
Wireless Transport Layer Security (WTLS)
Transport Layer
Network Layer
Other Services
and Applications
Wireless Application Environment (WAE)
Wireless Datagram Protocol (WDP)
GSM
CDMA
PHS
IS-136
CDPD
iDEN
FLEX
Constraints

Wireless Device

Wireless Network
– Less Powerful CPU
– Less Bandwidth (GSM
– Less Memory
9600 – 14.4 kbps)
– More Latency (5 – 10
seconds for round-trip
latency)
– Less Connection
Stability
– Less Predictability
Availability
– Limited Battery Life
– Smaller Display
(Nokia 7110 : 4 x 20)
– Different Input Device
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)
Wireless Markup Language
<?xml version="1.0"?>
<!DOCTYPE wml PUBLIC "-//WAPFORUM//DTD WML 1.1//EN" "http://www.wapforum.org/DTD/wml_1.1.xml">
<wml>
<card id="First_Card" title="Card 1">
<do type="accept" label="Next">
<go href="#Second_Card"/>
</do>
<p>Hello. This is the <b>first </b>card.</p>
</card>
<card id="Second_Card" title="Card 2">
<do type="prev" label="Previous">
<prev/>
</do>
<p>This is the <b>second</b> card. Goodbye. </p>
</card>
</wml>
WMLScript

Based on ECMAScript
 Complements the WML
 Functions:
– Validate User Input
– Provide Access to the device functions
– Generate message / dialog locally

 Bandwidth
CRMS Overview

Customer Relationship Management
System
 Focus Optimal Customer’s Value
– Reducing Sales Cycle
– Identify markets and channels expansions
– Improve customer satisfaction, profitability, and
retention
– Shard Customer Information
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
Sales Cycle
Prospecting
•Acquiring
•Pre-qualify
•Identify Buying Group
Corporation
Information
Closing
•Get Commitment
•Get Contract Signed
•Take Order
•Post-Sale Support
Pursuing
•Customer Needs
•Offers References
•Demonstration
•Proposal
•Negotiation
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)
Web & WAP Server

Web Server MIME Type
wbmp
wml
wmlc
wmlsc
wmlscript

image/vnd.wap.wbmp
text/vnd.wap.wml
application/vnd.wap.wmlc
application/vnd.wap.wmlscript
text/vnd.wap.wmlscript
WAP Server
– TCP/IP connectivity to Web Server
– Enable HTTP Session Cookies
WAP Clients

Client Type
– Desktop
– PDA (Palm Pilot)
– WAP Phone (Nokia)

Setup
– WAP Gateway IP
– Port (9200 – 9203)
– Bearer Service (CSD, SMS)
Benefits

Improve Sales Team Efficiency
 Quick Response Time
 Shorten Sales Cycle
 Better Communication
 Better Team Management
 Better Customer Service and Satisfaction
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

Future Integration

GPRS / 3G, IPv6
 Push Technology
 PDA API (Date book, scheduler, to-do list)
 BlueTooth
 Java / SMART Card
 Mobile Database
Questions
&
Answers
Thank you
Acknowledgement