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Digital Conversion Agency www.netway.eu

Digital Conversion Agency www.netway.eu

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  • 1. ® Simplifying interfaces. TMexcept where otherwise noted, content on this presentation islicensed under a Creative Commons Attribution 3.0 License 1
  • 2. ® What is our Mission & Vision ?except where otherwise noted, content on this presentation islicensed under a Creative Commons Attribution 3.0 License 2
  • 3. ® Our Mission Making digital life simple (for millions of people)Executive People Operational People End usersin Organizations in Organizations except where otherwise noted, content on this presentation is licensed under a Creative Commons Attribution 3.0 License 3
  • 4. ® What is our history ?except where otherwise noted, content on this presentation islicensed under a Creative Commons Attribution 3.0 License 4
  • 5. 1997 Creation of the Netway company following the meeting between Xavier Goffin ® (director Adecco Luxemburg) and Marc Van Rymenant. Netway is based on the strong vision that the future of digital tools will be based on a thorough understanding of the human brain when screens are created. From 1997 to 2000, Netway prepares the pathway of applied behavioural sciences by creating a unique methodology that integrates users in the development of Internet sites. During this period, Netway almost exclusively works for the Adecco Group in Luxemburg for which it develops sites that all deliver proven business results. In 1997, Netway also develops a first CMS for Adecco.2000 Walk a mile in your customers shoes : Netway, with its proven methodology and its first business results, will change its business focus and develops its applied neurosciences services. That does not only change Netway, it also changes the relationship between numerous brands and their customers. The key point is the generation of proven business results.2001 Look over your customers’ eyes : Netway innovates by introducing eye- tracking in the development of European sites. This has changed the way in which sites are developed, and it introduces a culture by which one puts oneself in the customer’s shoes in order to see through his eyes. It has also allowed for the introduction of objectivity: objectify real user behaviour and leave behind the ‘I like, I don’t like’ syndrome, typical for many web agencies. except where otherwise noted, content on this presentation is licensed under a Creative Commons Attribution 3.0 License 5
  • 6. 2004 Based on all the applied research of the done projects, Netway prepares the ® construction of tools predicting human behaviour. In order to satisfy the demands of the Belgian market, Netway creates Netway Ergonomics, its Belgian branch. In the same year, Netway calls upon the services of a former Atos Origin CEO in order to professionalise the management of Netway. Netway creates case studies in order to communicate the business results of its customers.2006 Bet won! Netway passes the symbolic turnover of € 1.000.000. Netway uses the services of PWC for its financial strategy using the set-up of its balances. Creation of 1M€ the Scientific Advice of Netway. Confronted with the incomplete data of ocular behaviour, Netway decides to innovate2007 EAGLE 1.0 and to develop Eagle, proprietary software for ocular analysis, using its own funds and in collaboration with a young German researcher. In the same year, Netway continues its considerable R&D efforts and develops a laboratory version of a micro software suite, using its own funds. This suite predicts certain types of human behaviour and is used during the conception phase of an Internet site. Consultants will use these tools during all their customer missions. Word-of-mouth increases Netway’s brand awareness. 30% of the income comes from the French market. except where otherwise noted, content on this presentation is licensed under a Creative Commons Attribution 3.0 License 6
  • 7. 2008 A strategic choice is made: all the methodological knowhow of Netway is ® materialised in order to accelerate European growth. The beta versions ErgoTools of ErgoTools and Eagle are finalised and used in all the Netway missions, which represents a considerable competitive advantage. Together with PWC, Netway prepares the growth and investors’ search in 2009.2009 Travel to your customers’ brains : • Netway innovates by integrating the capability to travel within the brain of users in order to gain a better understanding of what goes on in the brain. • Separation of shareholders. • Netway wants to make a second switch in its history by developing and marketing its software to a larger market of web professionals. except where otherwise noted, content on this presentation is licensed under a Creative Commons Attribution 3.0 License 7
  • 8. ® Where we are ?except where otherwise noted, content on this presentation islicensed under a Creative Commons Attribution 3.0 License 8
  • 9. ® Netway Sa LuxembourgNetway Ergonomics Sa Brusselsexcept where otherwise noted, content on this presentation islicensed under a Creative Commons Attribution 3.0 License 9
  • 10. ® What are our values ?except where otherwise noted, content on this presentation islicensed under a Creative Commons Attribution 3.0 License 10
  • 11. ® Netway’s model is based on excellence “Excellence always sells” Earl Nightingaleexcept where otherwise noted, content on this presentation islicensed under a Creative Commons Attribution 3.0 License 11
  • 12. ® Passion & Joy 1 “Passion drains energy in one direction. It is a concentrate of will and fascination, the occasion to laugh at it and to enjoy … sparkling sparks” Excellence & Success 2 “A self-confidence, a mutual confidence between colleagues and with the customers” Creativity & Innovation 3 “Bring simple original solutions to needs that we anticipate intuitively” Trust & Ethics 4 “A self-confidence, a mutual confidence between colleagues and with the customers” 5 Humility.except where otherwise noted, content on this presentation islicensed under a Creative Commons Attribution 3.0 License 12
  • 13. ®What tell our customers ?except where otherwise noted, content on this presentation islicensed under a Creative Commons Attribution 3.0 License 13
  • 14. ® NetPromoter Score Netway How likely is it that you would recommend Netway to a friend or colleague? 80% 60% 40% 20% Detractors 0% Passives are unhappy customers trapped are satisfied but in a bad Promoters unenthusiastic relationship. are loyal enthusiasts customers who who keep buying can be easily from a company and wooed by the urge their friends to competition. do the same.Source : 54 customers feedback in 2009 except where otherwise noted, content on this presentation is licensed under a Creative Commons Attribution 3.0 License 14
  • 15. ® NetPromoter Score Netway How likely is it that you would recommend Netway to a friend or colleague? 60% 45% 30% 15% 2 1 5 4 3 7 6 0% 8 9 I will NOT ge : 10 era recommend Av Netway I will recommend 8,6 NetwaySource : 54 customers feedback in 2009 except where otherwise noted, content on this presentation is licensed under a Creative Commons Attribution 3.0 License 15
  • 16. ® Proven resultsexcept where otherwise noted, content on this presentation islicensed under a Creative Commons Attribution 3.0 License 16
  • 17. ® ๏ More than 30 companies already use Netway’s techniques, which have proved to lead to an increase in the performance of web sites – measured trough conversion ratio – ranging between 20% and 120%.except where otherwise noted, content on this presentation islicensed under a Creative Commons Attribution 3.0 License 17
  • 18. ® Project: ๏ despite a very mature internet team, and several Usability experts within the organisation, eBay could not reduce the on-line help and support centre costs. eBay asked Netway to resolve this problem. Netway’s objectives : ๏ users’ satisfaction rate increase by 4% ๏ internal members helping level increase ๏ exit rate decrease by 15% ๏ help and support calls decrease by 10% Obtained results: ๏ users’ satisfaction rate increase by 9% ๏ internal members helping level from 1.7 to 10% ๏ exit rate decrease by 15% ๏ help and support calls decrease by 29%except where otherwise noted, content on this presentation islicensed under a Creative Commons Attribution 3.0 License 18
  • 19. ® Project: ๏ On-line capsules ordering system rebuild. The Nespresso internet team is very mature, they very carefully choose their partners, because they know that each small modification can have strong business results impact. Netway has rebuilded the purchase flow. Obtained results: ๏ On-line sales increase by 115% the first year (including quick- wins), and by 140% the second year (new solution implementation). ๏ Intrusive calls reduction by 57% (calls that generate no revenues) ๏ Complaining e-mails and ordering problems reduction by 52%except where otherwise noted, content on this presentation islicensed under a Creative Commons Attribution 3.0 License 19
  • 20. ® Project: ๏ within the Fortis PC Banking application rebuild, Fortis has decided to work with Netway in order to make sure that the new solution would be optimal. Obtained results: ๏ Customers’ WebBanking activity increase by 130%. ๏ HelpDesk calls decrease by 30% despite a strong increase in the number of contracts.except where otherwise noted, content on this presentation islicensed under a Creative Commons Attribution 3.0 License 20
  • 21. ® Project: ๏ global rebuild of the belgian federal portal. Netway has been chosen as a partner following a very strict selection process, in competition with companies such as Accenture, IBM, ... Obtained results: ๏ Scenarios achievement increase by 129% ๏ CMS Award Navigation Gold Medal ๏ CMS Award Public Gold Medalexcept where otherwise noted, content on this presentation islicensed under a Creative Commons Attribution 3.0 License 21
  • 22. ® Project : ๏ Complete redesign of the ethias site in order to meet the business objectives, defined by the general management Business Results : ๏ + 515% of online contracts ๏ +126% of online offers ๏ +136% of visits of the management sections MyEthiasexcept where otherwise noted, content on this presentation islicensed under a Creative Commons Attribution 3.0 License 22
  • 23. ® Project : ๏ Complete redesign of the site maaf.fr in order to meet the business objectives defined by the general management Business Results : ๏ + 200% health offers ๏ + 110% use MAAF space ๏ + 300% visits of the management sectionsexcept where otherwise noted, content on this presentation islicensed under a Creative Commons Attribution 3.0 License 23