In 2009, Nokia was in the process to transform from a product company to a service company. My agency was Nokia's new web partner in APAC. As the account manager, I was the first to learn all the new processes, requirements, trainings, and tools.
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NOKIANOKIA
My Nokia Web Development
Each handset has its unique descriptions. Each has 2 year- life cycle, 4 different stages: Honeymoon, Reality, Repurchase, and Overdue. "My Nokia" was the program to lay down horizontal communication plans to users that intent to increase interaction and stickiness.

NOKIANOKIA
Outbound Communication - CMS
The tool was to manage 2 year horizontal communication plan for each handset. The content would appear on website, email, and SMS messages. Nokia first designed the original communication plan and send for regions to adapt and localize.
NOKIA
Global Plan & Timeline in Excel
Nokia sent out batch communication plan in Excel sheet. Each region localized the content by removing or rephrasing irrelevant messages.
NOKIANOKIA
COACH
COACH is the system that manage Nokia’s registered member database. Analytic tools was integrated with the system. One of the use case was when a customer complain came through care center, I was able to analysis the user's data and make a judgment to instruct CS to reply. .
NOKIA
CommsPlanner in COACH
Specified emails and SMS messages for every new handset users. These messages can be set for specific sending day and week. After the plan is completed, UAT all the email contents and SMS messages are also done in the system.