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Mobilize your customer experience with Air2Web

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Call or text me to discuss how Air2Web can work in your business. (404) 867-2181

Call or text me to discuss how Air2Web can work in your business. (404) 867-2181

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Mobilize your customer experience with Air2Web Mobilize your customer experience with Air2Web Presentation Transcript

  • Introduction to Air2Web
    Garrett Mullins | August, 2010
  • A brief introduction to Air2Web
    Air2Web provides a consumer life-cycle support system as a managed service. Our service is delivered to mobile phones, on behalf of large enterprises serving their client base, with their permission. Consumers increasingly demand the mobile channel to interact with businesses because it is the most convenient, always on, private method of communication today.
    Our business philosophy is based on the premise that mobile services are best delivered in the context of a relationship or conversation with consumers. As such, marketers must recognize the ways in which mobile does, and does not, resemble the evolution of the internet. At Air2Web, we believe that a strong “foundational benefit” must be extended to consumers first, e.g., mobile customer self-service, before using their most personal technology to sell to them.
    Consequently, we help our clients improve the cost and experience of customer care for their customers; personalize and improve the relevance of promotional efforts; and gain better insights about what their customers think about them – all via the mobile channel.
  • Air2Web at a glance
    Founded in 1999
    Fortune 1000 customer base
    Offices in Atlanta & Mumbai
    Global delivery
    Expertise and focus
    Targeted marketing
    Customer care
    Customer voice
    Professional services
    Air2Web provides turnkey mobile solutions that reduce the cost of customer care and increase the effectiveness of targeted marketing campaigns
    Air2Web provides one platform to satisfy all of your mobile requirements across the breadth of your business
    View slide
  • Air2Web supports the complete customer lifecycle
    up-sell
    cross-sell
    service
    acquire
    retain
    Our enterprise customers use mobile as a strategic part of their customer lifecycle management
    View slide
  • Air2Web India Multi-national Customers
    Banking, Finance, and Insurance Customers
  • Air2Web Future: Plug and play, enterprise mobile platform
    Client Challenge/Goal
    Air2Web’s Value Proposition
    • Improved customer experience, cost
    • More personalized, targeted marketing
    • Sharpen insight about the customer
    • Hosted, pre-integrated application functionality
    • Ease of integration to existing IT systems
    AirCARE Mobile Platform
    Gateway
    Pay for Performance
    Custom Gateway
    • Entry level option
    • Basic messaging requirements
    • Month-to-month contracts
    • Managed Services for campaigns
    • Secure customer API’s
    • Master-Vendor outsourcing
    • Hosted service with ongoing consulting
    • Designed to attain key KPIs
    • Defined SLA that puts 25% of our revenue at risk
    AirCARE Implementation Alternatives
  • AirCARE Mobile Platform reduces time-to-market, IT cost
  • Our business philosophy serves clients who “get it”
    Air2Web gets you up here
    Most enterprises get stuck down here
  • So in addition to high, basic ROI’s……
    The relevancy of messages sent to consumers and the value of customer initiated transactions is high because the information in each message exchange is unique to their relationship with your company – not a generic blast.
    SOA based security standards and a tool set which can even create web services for legacy applications that own critical, relevant data.
    • You can test multiple versions of an idea to get it right, because there is no big, one-time integration cost, i.e., you don’t have to place “big, blind bets.”
    • Time to market for new ideas, responses to market conditions or competitive threats is weeks, NOT quarters because our Enterprise Agent reduces the time required to integrate. There is no custom code or API development.
  • AirCARE CASE STUDY
    Sample Diligence and Solution for Cable or Satellite TV Company
  • Preliminary due diligence by Air2Web
    SatCo is in high growth mode requiring a scalable infrastructure
    SatCo is currently handling 14M calls per month against a subscriber base of 14M customers
    SatCo exists in a very competitive industry with new entrants from other segments (i.e. AT&T and Verizon)
    SatCo has to minimize subscriber churn and maximize ARPU
    SatCo wants to leverage the mobile channel to
    reduce costs, improve customer satisfaction
    and increase revenue
  • Our value proposition to SatCo
    Leverage the hard ROI projected from initial call deflections via customer self service to build a relationship with the SatCo customer base
    Estimated full annual benefit of over $40 million
    Establishes SatCo’s interest in customer experience
    Accomplished via configuration of A2W application layer
    Build on consumer acceptance of channel to drive ARPU
    Value of relationship increases conversion rates
    Mine data from various sources to improve offer relevance
    Improve ability to target via A2W Enterprise Agent
    Get program(s) right the first time with AirCARE’s rapid deployment capability
  • John, SatCo marketing executive
    John worries about:
    Increasing ARPU by up-selling to existing customers
    Effective customer communication
    Controlling advertising costs
  • Phil the sports fanatic
    Phil’s profile:
    Avid sports fan
    Travels quite a bit for work
    Watches or records 5 games per week
  • Offer Phil an incentive to buy based on his profile
    Viewing habits extracted from SatCo data to create specialized text-based offers with AirCARE
    Phil receives an offer that’s very likely to be of interest
    He can order immediately from his mobile phone
    ORDER
    Special offer from SatCo: order NHL Center Ice for only 4 payments of $25.99 (a savings of $16). Reply ORDER to get now!
    AirCARE
    Benefits to SatCo
    Benefits to Phil
    • Ordered the package from a cab while riding to the airport in Philly
    • Saves money
    • Increased ARPU
    • Inexpensive, targeted advertising
    • Low cost expansion of sales channels
  • Remind Phil of games and related programming
    He can set his DVR to record,
    even if he’s on the road
    AirCARE interfaces with existing SatCo systems to initiate recording
    Phil is notified of games and
    other programs he might be interested in
    AirCARE
    REC
    Jazz vs. Nuggets, tonight at 8pm. Reply REC to record with DVR.
    Benefits to Phil
    Benefits to SatCo
    • Never misses a game
    • Record with ease
    • Values relationship with SatCo who helped him receive more value from his purchase
    • Competitive differentiator
    • Works with any mobile phone
    • Builds barrier to entry for those competing for Phil’s business
  • Up-sell Pay-Per-View games to Phil
    AirCARE interfaces with existing SatCo systems for fulfillment
    Once ordered, Phil can set up recording from his phone if desired
    Based on Phil’s registration, he is notified of PPV events about his alma matter with special pricing
    AirCARE
    Thanks for your order! Reply REC
    to record the game.
    Out-of-market game: Georgia Tech vs. Clemson, 7pm Saturday. $12.95. Reply ORDER.
    Benefits to Phil
    Benefits to SatCo
    • Higher returns on content
    • Conversion rates on promotions increased via targeting
    • Churn reduced
    • Notifies him of upcoming events
    • Missed the event – he hasn’t seen a paper since he left home Monday
    • Appreciates personalized attention
  • Meg, SatCo customer service executive
    Meg worries about
    Keeping customers
    Positive public perception of her team
    Lowering the cost of serving her customer base
  • Wendy the working mom
    Wendy’s profile:
    CFO of the household
    Full-time job
    Two kids in daycare
  • Flexible service/installation appointments
    Customer service works with the installation department to estimate the time of arrival
    AirCARE receives status updates from techs and sends rolling updates to Wendy and other customers that day
    Wendy opts to stay and work through lunch and accepts an afternoon time from SatCo
    AirCARE
    Our updated estimate for arrival time is now 11:45 am. Please confirm with reply OK. Text LATER for a new time today, or NEW to reschedule for a different day.
    LATER
    Benefits to SatCo
    Benefits to Wendy
    • Reduces un-necessary truck rolls
    • Flexibility to mesh with SatCo operational practices
    • Customer values respect for her time
    • Does not have to wait at home for open-ended appointment window
    • Can re-schedule quickly and easily
  • Set DVR from anywhere
    Wendy uses either text (key word based) or a WAP-based user interface to search listings
    She can set her DVR or set a reminder notification
    AirCARE interfaces with existing SatCo back-end DVR systems to initiate recording
    AirCARE
    Benefits to SatCo
    Benefits to Wendy
    • No need to develop applications for iPhone, Blackberry, Android, etc.
    • Reach 283 million text-enabled handsets (~ 25% of them data users)
    • Can set DVR from anywhere
    • Easy-to-use interface that takes full advantage of her device
  • Pay bill
    AirCARE sends out payment notifications for users who have opted in
    Wendy receives a friendly reminder message
    She can pay immediately from her mobile phone
    Reminder from SatCo: your bill of $94.82 is due in 5 days. Please reply PAY to authorize payment using on-file checking account.
    PAY
    AirCARE
    Benefits to SatCo
    Benefits to Wendy
    • Drives revenue
    • Wendy can pay immediately
    • Inexpensive bill reminders
    • No checks to write
    • Does not need to remember to log into a website each month
    • Compatible with her busy lifestyle