Management world 2010 05 19 nice
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1 Yoigo – Qvantel Partnership - Delivering Business Support Services from the Cloud Management World 2010 Nice, France 18.-20.5.2010
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Here is how Qvantel's customer, Yoigo of Spain reduced their costs on billing software.
Transcript of Management world 2010 05 19 nice
1
Yoigo – Qvantel Partnership -Delivering Business Support
Services from the CloudManagement World 2010
Nice, France 18.-20.5.2010
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Introduction to YoigoOur company
Quality/Coverage New services
Price
SPAIN IS EUROPES MOST EXPENSIVE MARKET
YOIGO IS POSITIONED AS A NO FRILLS OPERATOR FOCUSIN G ON SIMPLICITY, TRANSPARENCY AND LOW COST
Source : European Commission 2009 Management World,Nice, France 19.5.2010
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Introduction to YoigoOur challenge
YOIGO HAS BEEN SUCCESFUL IN CHALLENGING THE SPANIS H OPERATORS AND IS THE FASTEST GROWING OPERATOR IN THE SPANISH MARKET
KEY ELEMENTS SO FAR HAS BEEN TIME TO MARKET, SIMPLICITY IN OFFERS AND A RAPID DEPLOYMENT OF OUR SALES NETWORKS .
Q1 - 2010
Source : CMT, national regulator, March report 2010
Commercial campaigns
New VAS-services
Development project
• 0 – 7 Calender days• Cost 200 – 1000 €
• 24 Calendar days• Cost 10 – 15 k€
• 82 Calendar days• Cost 60 – 250 k€
Management World,Nice, France 19.5.2010
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WE HAVE A UNIQUE OPERATING MODEL HIGHLY BASED ON OU TSOURCING WITH ONLY 89 EMPLOYEES IN YOIGO.
OUR CUSTOMER PROCESSES ARE PRODUCED IN 6 COUNTRIES IN EUROPE, KEEPING PEOPLE IN SPAIN BUT SYSTEMS WHEREVER THEY ARE.
Introduction to YoigoOur operating model
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Introduction to YoigoIt seems to work for our customers
WE ALSO HAVE THE MOST SATISFIED CUSTOMERS IN THE MARKET
CUSTOMERS ARE ESPECIALLY SATISFIED IN KEY AREAS IN A MATURE MARKET
76,3
86,2
80,7
72,4
80,9
74,9
81,9
81,0
69,0
81,4
58,9
82,0 82,4
57,7
68,1
69,4
75,8
83,7
67,1
79,8
83,1
63,0
74,6
78,2
73,0
80,4
66,7
73,678,0
57,8
72,075,4
Global Sat Contract
Process
Value for
money
Comunications
Quality
Aditional
Services
Telephonical
Att
Recharge Relationship
with Cust.
YOIGO Movistar Vodafone Orange
High level of commitment
Low level of commitment
Medium level of commitment
Yoigo Postpaid Satisfaction vs. Competitors
Billing Global
satisfaction Purchasing Value for
moneyCoverage VAS –
ServicesCustomer
Care
Relationshipwith
customer
Management World,Nice, France 19.5.2010
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• 96% of issues managed from first line of support using single user interface.
• Average call duration 4 minutes and 20 seconds• Lowest staff rotation in the industry• Cost per customer 1/3 of industry average
Customer Care platform
Customer Care platform
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Introduction to YoigoIt definitely works for us
Process costs
ITcosts
Process + IT costs
Sales + order mgmtOrder fulfillment
Customer serviceBilling & Collection
Product mgmtRetention
16% 9% 5,9% 4,2%
Operational BSSFinancial systems
3:rd party integrations(Not OSS - systems)
3,8% 2,1% 0,7% 0,6%
Summarized from above 19,8% 11,1% 6,8% 4,8%
YOIGO IS BETWEEN 2 – 3 TIMES MORE COST EFFICIENT IN OPERATIONAL PROCESSES AND THEIR SUPPORT SYSTEMS THAN MOST EUROPEAN OPERAT ORS
High efficiencyLow efficiency Today GOAL 2015
Source : Yoigo estimates based on various external benchmarks
% OF COST OVER REVENUES
Management World,Nice, France 19.5.2010
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Introduction to Qvantel
• Business Process Outsourcing & Consulting Company for Business Support Services
• Strong team of 130+ people with 8,3m€ revenue 2008
• Key Strengths⇒ 50% faster Time to Market⇒ 50% lower IT and Process
costs ⇒ True partnertship business
models with Platform-as-a-Service and Pay-As-You-Go business model
⇒ Agile platform for innovation to conquer the market
Helsinki/JyvaskylaFinland
HyderabadIndia
MalmöSweden
Singapore
References
Locations
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Platform-as-a-Services from the Cloud
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Complete platfrorm
Product Life Cycle
Management
Fulfillment AssuranceOperations Support and
Readiness
Billing
Customer Relationship Management
Service Management and Operations
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Innovative business model
Complete transparenceywith Pay-As-You-Go
revenue model
Complete Carrier Grade Platform-As-a-Service
50% lower Total Cost of Ownership
50% faster Time To Market
Management World,Nice, France 19.5.2010
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Questions & AnswersThank you!
Johan Andsjö, Yoigo, +34 633 000 000
Ilkka Aura, Qvantel, +358 45 634 5252
Management World,Nice, France 19.5.2010
