Yoigo – Qvantel Partnership -
     Delivering Business Support
       Services from the Cloud
           Management World ...
Introduction to Yoigo
                                             Our company
                            SPAIN IS EUROPE...
Introduction to Yoigo
                                                      Our challenge
      YOIGO HAS BEEN SUCCESFUL I...
Introduction to Yoigo
                      Our operating model
    WE HAVE A UNIQUE OPERATING MODEL HIGHLY BASED ON OUTSO...
Introduction to Yoigo
                            It seems to work for our customers

              WE ALSO HAVE THE MOST ...
Customer Care platform




      Customer Care platform
      • 96% of issues managed from first line of support
        u...
Introduction to Yoigo
                                       It definitely works for us
 YOIGO IS BETWEEN 2 – 3 TIMES MORE...
Introduction to Qvantel
    • Business Process Outsourcing    References
      & Consulting Company for
      Business Sup...
Platform-as-a-Services
        from the Cloud




                               Management World,
9                      ...
Complete platfrorm

  Product     Operations   Fulfillment   Assurance        Billing
    Life        Support
   Cycle    ...
Innovative business model

Complete Carrier Grade
 Platform-As-a-Service


                50% lower
         Total Cost o...
Questions & Answers
         Thank you!
     Johan Andsjö, Yoigo, +34 633 000 000
     Ilkka Aura, Qvantel, +358 45 634 52...
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Management world 2010 05 19 nice

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Here is how Qvantel's customer, Yoigo of Spain reduced their costs on billing software.

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Management world 2010 05 19 nice

  1. 1. Yoigo – Qvantel Partnership - Delivering Business Support Services from the Cloud Management World 2010 Nice, France 18.-20.5.2010 1
  2. 2. Introduction to Yoigo Our company SPAIN IS EUROPES MOST EXPENSIVE MARKET YOIGO IS POSITIONED AS A NO FRILLS OPERATOR FOCUSING ON SIMPLICITY, TRANSPARENCY AND LOW COST Quality/Coverage New services Price Source : European Commission 2009 Management World, 2 Nice, France 19.5.2010
  3. 3. Introduction to Yoigo Our challenge YOIGO HAS BEEN SUCCESFUL IN CHALLENGING THE SPANISH OPERATORS AND IS THE FASTEST GROWING OPERATOR IN THE SPANISH MARKET KEY ELEMENTS SO FAR HAS BEEN TIME TO MARKET, SIMPLICITY IN OFFERS AND A RAPID DEPLOYMENT OF OUR SALES NETWORKS. Q1 - 2010 Commercial • 0 – 7 Calender days campaigns • Cost 200 – 1000 € New • 24 Calendar days VAS-services • Cost 10 – 15 k€ • 82 Calendar days Source : CMT, national regulator, March report 2010 Development • Cost 60 – 250 k€ project Management World, 3 Nice, France 19.5.2010
  4. 4. Introduction to Yoigo Our operating model WE HAVE A UNIQUE OPERATING MODEL HIGHLY BASED ON OUTSOURCING WITH ONLY 89 EMPLOYEES IN YOIGO. OUR CUSTOMER PROCESSES ARE PRODUCED IN 6 COUNTRIES IN EUROPE, KEEPING PEOPLE IN SPAIN BUT SYSTEMS WHEREVER THEY ARE. 4 Management World, 4 Nice, France 19.5.2010
  5. 5. Introduction to Yoigo It seems to work for our customers WE ALSO HAVE THE MOST SATISFIED CUSTOMERS IN THE MARKET CUSTOMERS ARE ESPECIALLY SATISFIED IN KEY AREAS IN A MATURE MARKET Yoigo Postpaid Satisfaction vs. Competitors High level of commitment 86,2 82,0 83,1 82,4 81,4 83,7 81,9 80,7 Medium level 80,9 81,0 of commitment 76,3 80,4 79,8 78,2 78,0 74,9 75,8 73,6 74,6 75,4 72,0 73,0 69,4 67,1 72,4 69,0 66,7 63,0 68,1 Low level of commitment 57,8 58,9 57,7 Global Global Sat Contract Value for Value for Comunications Coverage Aditional VAS – Telephonical Customer Recharge Relationship Relationship Purchasing Billing satisfaction Process money money Quality Services Services Att Care with Cust. with customer YOIGO Movistar Vodafone Orange Management World, 5 Nice, France 19.5.2010
  6. 6. Customer Care platform Customer Care platform • 96% of issues managed from first line of support using single user interface. • Average call duration 4 minutes and 20 seconds • Lowest staff rotation in the industry • Cost per customer 1/3 of industry average Management World, 6 Nice, France 19.5.2010
  7. 7. Introduction to Yoigo It definitely works for us YOIGO IS BETWEEN 2 – 3 TIMES MORE COST EFFICIENT IN OPERATIONAL PROCESSES AND THEIR SUPPORT SYSTEMS THAN MOST EUROPEAN OPERATORS % OF COST OVER REVENUES Low efficiency High efficiency Today GOAL 2015 Sales + order mgmt Process Order fulfillment Customer service costs Billing & Collection 16% 9% 5,9% 4,2% Product mgmt Retention Operational BSS Financial systems IT 3:rd party integrations 3,8% 2,1% 0,7% 0,6% costs (Not OSS - systems) Process + IT costs Summarized from above 19,8% 11,1% 6,8% 4,8% Source : Yoigo estimates based on various external benchmarks Management World, 7 Nice, France 19.5.2010
  8. 8. Introduction to Qvantel • Business Process Outsourcing References & Consulting Company for Business Support Services • Strong team of 130+ people with 8,3m€ revenue 2008 • Key Strengths ⇒ 50% faster Time to Market ⇒ 50% lower IT and Process costs ⇒ True partnertship business Locations models with Platform-as-a- Service and Pay-As-You- Helsinki/ Go business model Jyvaskyla ⇒ Agile platform for Finland innovation to conquer the Malmö market Sweden Hyderabad India Singapore Management World, 8 Nice, France 19.5.2010
  9. 9. Platform-as-a-Services from the Cloud Management World, 9 Nice, France 19.5.2010
  10. 10. Complete platfrorm Product Operations Fulfillment Assurance Billing Life Support Cycle and Management Readiness Customer Relationship Management Service Management and Operations Management World, 10 Nice, France 19.5.2010
  11. 11. Innovative business model Complete Carrier Grade Platform-As-a-Service 50% lower Total Cost of Ownership 50% faster Time To Market Complete transparencey with Pay-As-You-Go revenue model Management World, 11 Nice, France 19.5.2010
  12. 12. Questions & Answers Thank you! Johan Andsjö, Yoigo, +34 633 000 000 Ilkka Aura, Qvantel, +358 45 634 5252 Management World, 12 Nice, France 19.5.2010

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