M care sales deck v1

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


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


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?


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


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


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


We are optimized for speed at all stages We are optimized for speed at all stages


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


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)


* 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%


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


Real time analytics


~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)


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


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


Commercial Models Risk

Sharing

We align our business model to your priorities

Ownership Model

Our clients and theirs experiences


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


”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


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.


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 [email protected]

M care sales deck v1

Technology

Transcript of M care sales deck v1