The O2 Smartbox story: The heart of the home, by Jan Hruska, Marketing Director Fixed Services & ICT O2 Czech Republic

1. Jan Hruška • jan.hruska@o2.cz
O2 SmartBox Story
#inSpiredEvent2017

2. O2 SmartBox story
Jan Hruška, O2 Czech Republic

3. O2 Czech Republic
Local fixed-mobile convergent telco and IT services provider
8 million services (voice, internet, TV) in B2C and B2B
30% market share in mobile and internet services

4. Home networks grow rapidly
Five years ago? Only 1 PC + 1 smartphone + first tablet

5. Internet providers keep selling cheap devices
Your choice?
? ?

6. Low cost = low performance
• Short WiFi reach
• Modem slows down internet line
• Low performance with more devices
• Complicated setup
• Frequent breakdowns
• …

7. Customer satisfaction gets worse and worse
10,000calls a month to O2 technical support
line related to home WiFi

8. Imagine … WHAT IF?
Your router serves an unlimited number of devices
Home WiFi reaches every corner of your house
You can connect in your garden with the same speed
The device has design that you want to show in the
center of your living room
Your modem offers you more than you expected …

9. O2 SmartBox
Strong WiFi
High performance chipset
Setup and control via
mobile app
IoT gateway
(Smart home solution)
Design by Red Dot Award
winning designer
Display with time, outdoor &
indoor temperature and
weather forecast
Innovative cloud-based
platform
Regular SW updates
overnight
Very reasonable price

11. Now, which one do you select?
57 € 154 €
?

12. Customer experience changes in all aspects
Best WiFi coverage, no extenders needed for usual flats and houses
Dozens of devices connected with no speed decrease
Home WiFi & SmartHome control in your mobile
Temperature and weather forecast is what everyone wants
(meteo stations are the best selling electronic devices)
Great design: you place it in the middle of your living room
(the best position for even better WiFi coverage)
Automatic SW updates – your modem never gets old
Let’s try SmartHome – door sensor with security package for free in the box

13. O2 SmartBox launched in August 2017
18,000 Sold by now
60% New Internet lines
with SmartBox
40% Customers start trying
smart home gadgets

14. With SmartBox, we build internet community,
and penetrate IoT
Home internet
community
• User defined content that O2 would never create internally
• Super users (gurus) able to advice and advocate internet service
• Word of mouth recommendation (like local internet providers)
• Overall presence (internet is now visible = SmartBox, moving house
scenarios)
IoT (SmartHome)
penetration
• O2 insists on registering all sensors and defining automation scenarios
(incl. instruction animations etc.)
• This makes the way to smart home easy for mass market
• Customer journey: Start with best WiFi router - try IoT & discover smart
home benefits - go for more sensors and scenarios

15. And this is just one piece in the puzzle
Excellent home network
O2 SmartBox
Country wide coverage
Fibre, DSL, 4G
Best content delivery
Internet HD

16. We are now building O2 Customer Community
Extending to full private and
SME segments
SmartBox
Home internet
Mobile postpay
Mobile prepay
Mobile phones
IP TV
TV content
SmartHome
Mobile data
Helping your
business (SMEs)
Security
M2M
3 months 12 months
Starting with SmartBox
& Home internet

17. We expect community to become the core of
our online care
Unifies current
scattered and
suboptimal online
care environment
(O2 forum, request
forms, chats, Techzona
portal etc.)
… and we start NOW! Expected launch date Feb 1, 2018
Allows to engage
active facilitators
among O2
customers, expected
P2P resolution rate >
50%
Interconnection of
online marketing and
community will
improve sales leads
in quantity and
quality
Generates content
relevant for
customers that will
significantly improve
SEO
In long term,
community
improves customer
experience overall
(measured through
NPS)

18. Jan Hruška
Email: jan.hruska@o2.cz
#inSpiredEvent2017