Telecoms + It


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What you must have to win Customer’s loyalty?

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Telecoms + It

  1. 1. Telecoms + IT:<br />Conquering the Competitive Risks in Saturated Markets<br />
  2. 2. Agenda<br />Part 1:The place of VoIP on the telecoms market<br />Monthly spend on telecoms by country, by vertical<br />Forecasts for VoIP Use<br />Part 2:Competition Statistics for VoIP<br />Subscribers Statistics<br />The Forecasts for VoIP subscribers<br />Part 3:How to prevent the churn of your Customers<br />Q&A<br />
  3. 3. Part 1: The place of VoIP on the telecoms market<br />Monthly spend on telecoms by country<br />US companies are among the leaders and spend on telecoms $10,000 – 100,000 monthly<br />
  4. 4. Part 1: The place of VoIP on the telecoms market<br />Monthly spend on telecoms by vertical<br />
  5. 5. Part 2: Competition Statistics for VoIP<br />Subscribers Statistics<br />The subscribers statistics and forecasts only prove an increasing role of VoIP use for individual purposes and for business needs. <br />
  6. 6. Part 2: Competition Statistics for VoIP<br />The state of VoIP market at 2007-2008<br /> Source: BuddeComm based on company, ISP-Planet and other industry data<br />Notes: <br />Includes cable companies’ digital phone subscribers as well as “true” VoIP as at 30 September.<br />Cox data includes business and residential subscribers.<br />Skype does not publish its registered user numbers for the US. Accordingly, Skype subscriber data are rough estimates only.<br />4. The total is only for the above nine providers and does not include some major providers, such as AT&T and<br />Verizon, as well as many smaller providers.<br />
  7. 7. Part 2: Competition Statistics for VoIP<br />Forecast: VoIP market to 2013<br />Lower growth scenario – 2009 – 2013<br />(Source: BuddeComm forecasts)<br />Higher growth scenario – 2009 - 2013<br />(Source: BuddeComm forecasts)<br />
  8. 8. Part 2: Competition Statistics for VoIP<br />The dynamics are obviously positive for both indexes – the number of VoIP users and revenue increase substantially by the year of 2013<br />Beyond 2015, an estimated 90% of all telephone lines in the USA will be VoIP.<br />In addition, revenue in VoIP will not be measured as an individual product as it increasingly becomes integrated in triple<br />Play bundles.<br />(Source: BuddeComm forecasts)<br />
  9. 9. Some Facts and Headlines to compare:<br />2004<br />2007<br />
  10. 10. Some Facts and Headlines to compare:<br />And what they have now? <br />Already guessed the reason?<br />“Since January 1, 2008, we have experienced a 5.1 million decrease in our total direct subscriber base, including approximately 4.1 million post-paid subscribers. <br />In addition, over the past year, we have experienced an average post-paid churn rate of 2.18%, while our two largest competitors had churn rates that were substantially lower.” <br />Source: FORM 10-K FOR THE FISCAL YEAR ENDED DECEMBER 31, 2008 for the SPRINT NEXTEL CORPORATION, p. 15-16<br />
  11. 11. Part 3: How to prevent the churn of your Customers?<br />Data Mining tools must be used in the following areas:<br />Market research<br />Investment modeling<br />Fraud detection<br />Delinquency detection<br />Risk management<br />Market segmentation<br />Supply-Chain Management<br />Corporate planning<br />
  12. 12. Part 3: How to prevent the churn of your Customers?<br />What you must have to win Customer’s loyalty?<br />Market Information (complete knowledge of business, processes established inside the company and the clients of the company, market players, the competitor’s offers, their rate plans, hidden costs in their offers, etc.); <br />Analytical Tools (the means to identify and compare the needs, behavior scenarios, opportunities and risks connected with the current and potential clients, tools that allow comparing your competitors’ offers with your company offers – all the tools required for the market info analysis); <br />A customer loyalty program – a powerful tool for keeping customers happy - it’s again all about databases, data mining and data processing (loyalty card, rewards card, points card, advantage card, or club card)<br />
  13. 13. Part 3: How to prevent the churn of your Customers?<br />As the amount of data for analysis is huge, IT proposes special BI tools to ensure an intellectual approach to these data. They include:<br />
  14. 14. Part 3: How to prevent the churn of your Customers?<br />Data Warehouse tools allow you to store multiple types of data: <br />It is always important to track what your competitors do and how your customers are treated and behave. We must then have access to this info in your database for analysis. <br />
  15. 15. Part 3: How to prevent the churn of your Customers?<br />Query and reporting tools allow to extract the ad hoc data for further analysis. <br />For Telecoms it’s important to analyze the following:<br />Customer demographics, i.e., age, gender, marital status, location, etc.<br />Call statistics: length of calls at different times of the day, number of long distance and local calls.<br />Billing information for each customer – how much the customer pays for local and long distance calls.<br />Extra service information: what extra plan the customer is registered for, e.g. special long distances rates.<br />Voice and data products/services purchased by the customer, e.g., broad-band services, private virtual networks, dedicated data transport links, etc.<br />Complaint information: how many service calls are made for disputed billing, dropped calls, slow service provisioning, non-working special services, and so on.<br />Credit history, etc.<br />
  16. 16. Part 3: How to prevent the churn of your Customers?<br />Our general Tips:<br />Take into account the opportunities that provide IT companies(Ready-made solutions, Custom solution especially for your business) ; Ask for live references;<br />Consider different business models they propose – some of them (like Offshore Dedicated Team) can help you to reduce your IT Operational costs;<br />Count, count and count again (compare the offers from different companies and remember that the same costs doesn’t mean the same quality);<br />Talk to your existing Clients: this is the most responsive audience, they will gladly advice you the ways to improve your Customer Service;<br />Deal with the IT professionals – you can work out a better solution together (those who have been working with your industry could give you a good advice based on his experience. <br />
  17. 17. Conclusion<br />The benefits from these tools for the company are obvious: <br />Existing Customers satisfaction;<br />Flexibility in decision making and reaction changes in customer behavior;<br />Lowered costs if you do not have to replace customers who churn<br />Ability to be proactive in retaining your customers and increasing customer satisfaction<br />Real-time data for the Top Executive decision making;<br />Improved Customer Care Workflow;<br />General company Costs reduction;<br />
  18. 18. How we can help your business?<br />Intetics Co. has great experience in this field. We have been working with major European telecoms providers to prevent their customers churn. <br />IT helps their business day by day in the following ways:<br />Tools that have effective search and compare features that allow the users to instantly obtain information necessary to interact with callers to your call centers. <br />Systems that allow for easy user interface and training, as well as extensive content management. <br />Creation of intelligence reports which will help you to identify high-value at risk customers in advance of churn.<br />Providing information which can be browsed, searched, and compared related to: mobile/VoIP operator rates; mobile/VoIP handsets; service bundles; promotional offers; mobile/VoIP operator, retailer deals, network statistics (user experience), and other factors involved in customer satisfaction.<br />
  19. 19. About Intetics Co.<br />Intetics Co. is a leading global outsourcing company focused on creation and operation of remote IT business units for application development, software testing, system administration and data processing. <br />Since 1995 Intetics has been successfully acting as a technology partner for more than 200 Clients worldwide, demonstrating passion towards innovation and change. Our professional services are designed to provide expert resources, leading-edge technologies and well-established processes to help our Clients realize their most complex business visions. <br />The company is ISO 9001:2000 certified and Microsoft Gold Certified Partner. The company’s innovation and growth achievements are reflected in winning prestigious Deloitte Technology Fast 50, Inc 500 and CRN 100 awards and inclusion into the Top 100 Global Emerging Service Providers and Top 100 Global Outsourcing Companies lists. <br />See more information at<br /> <br />
  20. 20. Questions and Answers<br />