Post on 28-Jan-2015
description
mCare
Engage Empower Deflect
This document is strictly CONFIDENTIAL © MobileAware Ltd. All trademarks, creations, visuals are the property of their respective owners.
March 14, 2012
About us
10+ Years of offering
successful mobile solutions and
strategies.
In 2012, MobileAware is one of the world leaders in the mobile industry.
About us
250M + Users of our selfcare solutions and mobile
platforms
This document is strictly CONFIDENTIAL © MobileAware Ltd. All trademarks, creations, visuals are the property of their respective owners.
MobileAware provides operators with the ability to achieve Online Mobility. This strategy takes operators mobile in a fast, effective and systemic way. Mobile self-care (mCare) and Mobile Commerce (mSales) are the key elements on the path toward a mobile first philosophy.
What we do
Our solution
This document is strictly CONFIDENTIAL © MobileAware Ltd. All trademarks, creations, visuals are the property of their respective owners.
Our mCare solution enables subscribers to use mobile handsets to solve their customer-related needs. mCare solution lowers operational cost of contact centers by deflecting the total numbers of calls and inquiries while increasing costumer satisfaction and retention.
Mobileaware drives customer engagement on mobile
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1) We are able to leverage existing
online infrastructure with minimal IT involvement.
2) Our solution can be delivered either as a naïve application or a mobile web platform.
3) We can operate on 98% of all devices while maintaining and optimized user experience.
4) Our solution can be delivered within 6-8 weeks.
What makes our mCare platform unique?
This document is strictly CONFIDENTIAL © MobileAware Ltd. All trademarks, creations, visuals are the property of their respective owners.
Your Benefits
MNO Critical Mass*
! Telstra ! Orange ! Bell Canada ! T-Mobile ! Telus ! Vodafone
Complete Platform
! Native / Mobile Web / Hybrid ! Full discovery ! Light / Deep integration ! Hosted / Software ! Business / Care / IT ! Full reporting and powerful
Analytics Tools
Speed to Launch
! Templates ! Flexible integration ! Focused organization ! Best practices ! Consulting support
Best Technology ! Device detection ! Device adaptation ! Discovery ! Latency management ! Integration
Strong Adoption Platform ! MSISDN Support (Silent login) ! 98% Device Reach with Rich
UI support ! User Segmentation ! Icon Delivery ! Event Based Messaging
Support
Best R&D and Roadmap ! HTML5 ! Offline & Caching Support ! Horizontal & vertical
integrations ! Social networking ! Peer-to-Peer self-care ! Customer insight ! Advanced Analytics
* Telco vertical only: large clients in other verticals include Wal-Mart, Lottomatica, Air France/KLM
This document is strictly CONFIDENTIAL © MobileAware Ltd. All trademarks, creations, visuals are the property of their respective owners.
Mobile Internet is the future of customer engagement
Call Center IVR E-mail Chat SMS USSD Social networks Web Retail stores
Historical Current / Future
" Multi-channel / multi-device " Un-coordinated " Costly " Mixed/poor customer experience " “Dumb” / non-sensing
" Mobile centric " Coordinated " Low cost " Great customer experience " “Smart” / “Sensing” " Powerful analytics tools
50% from mobile phone
100% online
100% mobile phone
+90% online
Call Center
Mobile Chat
Social
Other (SMS)
Mobile App
This document is strictly CONFIDENTIAL © MobileAware Ltd. All trademarks, creations, visuals are the property of their respective owners.
Discovery Reach
Usability
These key mobile success factors can all be managed automatically by our mobile orchestration solution (EMP)
World class adoption design methodology
• Apple • Android • RIM • Symbian/Meego • Windows • J2ME • BREW
• Icon Delivery • “Application” Store • Location awareness • Alert/Push Message • Preference/ Behavior Personalization
• Best QoS routing • One click payment • Mobile Certification • Mobile Optimization
• Personalized Dashboard • Single-Sign-On (SSO) • UI Adaptation
This document is strictly CONFIDENTIAL © MobileAware Ltd. All trademarks, creations, visuals are the property of their respective owners.
We are optimized for speed at all stages We are optimized for speed at all stages
This document is strictly CONFIDENTIAL © MobileAware Ltd. All trademarks, creations, visuals are the property of their respective owners.
Robust mobile middleware layer to manage user experiences to optimize presentation and latency
Low End Mid Range Smartphones Hybrid and Native
Applications
This is what your customer will experience
This document is strictly CONFIDENTIAL © MobileAware Ltd. All trademarks, creations, visuals are the property of their respective owners.
Why use MobileAware? Benefit Proven capability
Speed to market PoC capabilities in days and proven go to market plan within 6 weeks
Lower overall TCO (cost reduction) and increased ROI from real call deflection
Cost of deployment and ownership is substantially lower than alternatives, while driving higher adoption
Optimal customer experience with central change management (no downloads)
Solution is available immediately across all platforms (95% of devices) – updates are available immediately with no required customer action
Agile development platform enabling partner to configure localized offering
MobileAware deployed in global enterprises requiring same solution yet delivering alternate branding/flavor)
This document is strictly CONFIDENTIAL © MobileAware Ltd. All trademarks, creations, visuals are the property of their respective owners.
* Based on actual MobileAware customers and MNO benchmarks
Achievable KPIs after 9 Months (actual)
Expected Adoption Curve and KPIs*
Adoption 19% Breaking 15% of live call achievable but requires complete approach
Device Mix Penetration among device types very evenly balanced
App users (Hybrid/ Native App) 51%
High levels of adoption requires a balanced platform approach
Mobile Web Users 49%
Conversion 35% top ups Minimum touch transactional approach yields uptake
Engagement 5.2 pages/ visit Customers engaging in multiple processes
Stickness/ efficiency 86.4 sec/ visit Customer staying on site and completing tasks quickly
IOS; 29%
Feature; 34%
BB; 16%
Android; 21%
This document is strictly CONFIDENTIAL © MobileAware Ltd. All trademarks, creations, visuals are the property of their respective owners.
Quality(Mobile(
Experience(((
Host relevant content that connects, inspires, and informs user to be engaged.
Personalize experience that increases trust, likeability, and decision making.
Turn visitors into customers by tapping into their wants & needs.
Deploy Multi-channel marketing mix to target users.
Provide an experience that demands loyalty and return usage.
Visitor & Campaign Tracking
Visitor Behavior & Flow, Content Engagement, Conversion Rate
Retention Rate & Customer Feedback
Measurement of Success
This document is strictly CONFIDENTIAL © MobileAware Ltd. All trademarks, creations, visuals are the property of their respective owners.
Real time analytics
This document is strictly CONFIDENTIAL © MobileAware Ltd. All trademarks, creations, visuals are the property of their respective owners.
~20% adoption of active user base in 9 months Mobile self care traffic attributed to ~10% daily live call deflection
Mobile Penetration of Live Calls (Actual MNO)
Drivers of Adoption
Driving massive adoption requires a systematic method not just simple deployment
January March May July September0
0.05
0.1
0.15
0.2
0.25
MobileAware solution drives high and growing adoption
Adoption
Planned
MSISDN Login
0 3 6 9 12 15 180
10
20
30
40
Segmentation Marketing
Discovery from IDP
Reach (95% coverage)
This document is strictly CONFIDENTIAL © MobileAware Ltd. All trademarks, creations, visuals are the property of their respective owners.
MobileAware delivers high ROI
Mobile Self-Care Penetration of
Traditional Live Calls
0 Q1 Q2 Q3 Q4 Q5 Q6 Q7 Q80
0.1
0.2
0.3
0.4%
Annualized Savings (€M, 10M Subscribers
MNO)
€ M Client ‘10-’11
Client ‘08-’09
Client ‘07-’08
0 Q1 Q2 Q3 Q4 Q5 Q6 Q7 Q80
10
20
30
40
Client '07-'08
Quarters from launch Quarters from launch
This document is strictly CONFIDENTIAL © MobileAware Ltd. All trademarks, creations, visuals are the property of their respective owners.
Positioning BU Objectives MKT Capitalization
Cost Revenue Asset Efficiency
Adoption Habit Formation Cross Platform
Mobile Web Hybrid Native
Light Heavy
Latency Scalability Reliability
Set-up Changes Mash-ups
Internal Benchmarks Ecosystem
Strategic Fit
Economic Impact
User Experience
Presentation Layer
Integration
Performance
Agility
Analytics
Partnership means more than technology
This document is strictly CONFIDENTIAL © MobileAware Ltd. All trademarks, creations, visuals are the property of their respective owners.
Commercial Models Risk
Sharing
We align our business model to your priorities
Ownership Model
Our clients and theirs experiences
This document is strictly CONFIDENTIAL © MobileAware Ltd. All trademarks, creations, visuals are the property of their respective owners.
This document is strictly CONFIDENTIAL © MobileAware Ltd. All trademarks, creations, visuals are the property of their respective owners.
Collaborating with MobileAware has helped us to develop mobile services in new and innovative ways” Martijn van de Zee, Senior Vice President eCommerce, Air France-KLM
This document is strictly CONFIDENTIAL © MobileAware Ltd. All trademarks, creations, visuals are the property of their respective owners.
”MobileAware’s self-care solution has made our customer care approach much more robust. With the mCare Platform, we can rapidly grow while supporting the ever-changing service needs of our customers. We are thrilled to be able to see mutually advantageous results, both for our customers and our company.” Carol Borghesi, SVP, Customers First Culture
This document is strictly CONFIDENTIAL © MobileAware Ltd. All trademarks, creations, visuals are the property of their respective owners.
One Stop Orange
” We chose MobileAware as a partner in developing a new platform because of their strategic vision and in-depth understanding of mobile technology and consumer behavior ” Richard Harrap, Head of New Business Development, Everything Everywhere.
This document is strictly CONFIDENTIAL © MobileAware Ltd. All trademarks, creations, visuals are the property of their respective owners.
Boston 200 High Street 3rd Floor Boston, MA 02110 Phone: +1 617 986 5060
London 131-151 Great Titchfield Street London SL4 3BB Phone: +44 1753 362228
Dublin The Digital Depot Thomas Street Dublin 8 Phone: +353 1 511 1281
Let’s get in contact
Contact Us Contact us
Armin Gebauer +1-617-921-4728 Agebauer@mobileaware.com