Transcript Slide 1
Third Party Retail Channels Company Forum 5 March 2012 Namhla Dabula Objectives • Grow broadband – Existing customer base & new customers • Grow into existing capacity – Existing Telkom infrastructure • Improve customer experience – Convenience of one-stop-shop • Grow profitability – Reducing operational costs 3rd Party Channel Advantages • Generate little / no fixed costs • Greater market coverage • Opportunity for greater Telkom brand presence in the market • Faster time to market • Retail remains predominant channel for customer purchases • Retail has been successful in growing customers for mobile service providers • Access to the retail partner customer base • Convenience for customers - One-stop shop Roles & Responsibilities of 3rd Party Retail Channels • Sales and/or marketing activities • Take / Generate orders • Provide product/service information • Gathering market information and providing feedback to Telkom 3 month pilot : from 1 April 2012 - Incredible Connection - pilot in Durban, Cape Town, Pretoria, Johannesburg - Telkom Counter manned by Telkom - DionWired - pilot in Durban, Cape Town, Johannesburg - Telkom Counter manned by Telkom - Altech Autopage - pilot (sites still to be decided) - No Telkom Counter - PostNet - Pilot (sites still to be decided) - No Telkom Counter Desired Customer Experience • Customer will visit a retail store and requests to order a Telkom service • The agent will capture the order on a Telkom web-based system • The order will immediately be processed at the Telkom back-end while the customer is in the store - ID and address verification - Credit vetting - Availability of Telkom infrastructure • RICA will be done in-store 6 Desired Customer Experience cont… • The agent will provide customer with: - Order number - Installation Voucher • The installation voucher will contain - Customer’s Details - Order number - Telephone number for scheduling appointment - 10117 - Service applied for and - List of items which the technician will bring on the day of installation 7 Staff Requirements for pilot • Telkom staff to assist at the Telkom counters during the pilot - DionWired - ncredible Connection • TDS and/or Call Centre agents will be requested to assist • All sales in these stores during the pilot will accrue to the agent 8 Telkom Readiness for the pilot Item Application Process Design web-based system for order capturing and processing Status Completed and ready for pilot (Telkom OMS Lite) Access to Telkom OMS Lite web-based system IT Support Products to be offered Installation voucher Call Centre for scheduling of appointments Performance Tracking and Reporting Systems Training Marketing Material Commercial agreement Install ADSL lines and PCs for pilot 9 Completed: Access will be activated when pilot starts Completed: Hardware and software will be supported via the Telkom IT Service Desk Completed Consumer - Simple Basic SMBS - OfficeLink 5 Completed: Installation voucher designed and tested and ready for pilot Completed: Separate Call Centre has been established, agents have been trained and are ready to start. Completed: Processes and systems for tracking and reporting have been developed Completed: Training material for products, business processes and OMS Lite system has been developed Completed: Simple and OfficeLink 5 leaflets are available. Simple is also supported by the current Simple campaign Pending Commercial agreements between Telkom and retailers are subject to ongoing negotiations Pending Installation will take place as soon as the Commercial agreement has been finalised Thank you.