Post on 24-Jan-2015
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amaysim Australia
A simple formula in a complex market Julian Ogrin Chief Commercial Officer amaysim Australia
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MOBILE PHONE SERVICE PROVIDER OF THE YEAR 2013
No. 1!
source: Roy Morgan 2014!
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TELCO BY CUSTOMER SATISFATION
source: Telsyte 2014!
No. 1!
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HIGHEST TELCO NET PROMOTOR SCORE IN AUSTRALIA
64%!
source: The Clever Stuff!
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LARG
EST M
VNO
IN A
USTR
ALIA +500,000!
! ! ! ! ! ! !customers!
source: Roy Morgan 2014!
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employees
in head office
50!
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How do we do it?
1. Entrepreneurial excellence
2. Long term Wholesale Agreement
3. Well funded
4. A small team living the brand values
Bottle our secret sauce with only 7 ingredients
5. Value leading offer
6. Low cost operating model
7. Great customer experience is our only contract
1. Entrepreneurial excellence
2. Long term Wholesale Agreement
3. Well funded
4. A small team living the brand values
Bottle our secret sauce with only 7 ingredients
5. Value leading offer
6. Low cost operating model
7. Great customer experience is our only contract
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What you need before you start
1. Entrepreneurial excellence 2. Long term WS Agreement 3. Well-funded
! global team of successful telco and e-commerce entrepreneurs
! proven track record: simyo, founded in Europe is nine years old…
! successfully rolled out into four additional European markets
! A solid WS agreement provides:
• operational certainty
• reliability
• security
! Significant cash supports: • brand building phase = trust • Development of automated
systems = reliability and scale
• USPs such as Australian- based customer service
1. Entrepreneurial excellence
2. Long term Wholesale Agreement
3. Well funded
4. A small team living the brand values
Bottle our secret sauce with only 7 ingredients
5. Value leading offer
6. Low cost operating model
7. Great customer experience is our only contract
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Our staff live & breath the amaysim brand values
Simplicity ! 100% FOCUS ON WHAT IMPACTS
CUSTOMER EXPERIENCE
Reliability ! BUILDING SCALABLE DIY FUNCTIONALITY
Agility ! SMALL TEAM = FAST RESPONSE
Empathy ! FULL TRANSPARENCY WITH OUR CUSTOMERS
1. Entrepreneurial excellence
2. Long term Wholesale Agreement
3. Well funded
4. A small team living the brand values
Bottle our secret sauce with only 7 ingredients
5. Value leading offer
6. Low cost operating model
7. Great customer experience is our only contract
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A simple offer is the foundation to customer satisfaction
! SAME OFFER FOR 3 YEARS –UNLIMITED PIONEER
! ALL YOU CAN EAT OFFER
! CONSISTENT DURING A YEAR OF CHANGE ! NO CONTRACT - LOVE US OR LEAVE US
1. Entrepreneurial excellence
2. Long term Wholesale Agreement
3. Well funded
4. A small team living the brand values
Bottle our secret sauce with only 7 ingredients
5. Value leading offer
6. Low cost operating model
7. Great customer experience is our only contract
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Our hybrid online-led operation model aligns costs with the offer
! Online represents 30% of monthly sales ! 75% of billing managed through online ! 15% of sales now coming from mobile (and growing)
! Retail provides us with volume sales – 70% of
total sales ! Our retail partners share revenues from those
retail customers that transact online
1. Entrepreneurial excellence
2. Long term Wholesale Agreement
3. Well funded
4. A small team living the brand values
Bottle our secret sauce with only 7 ingredients
5. Value leading offer
6. Low cost operating model
7. Great customer experience is our only contract
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We are adopting a mobile-first approach to UX
! Full DIY functionality across all devices ! Live Chat on all channels - 95%
customer satisfaction daily
! 60% of customers now use next-gen
service channels
! 100% Aussie-based customer call centre still available
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A win–win relationship
! User experience ! Cost savings
! 24/7 DIY
! Point of Difference
! Cost savings
! Scalability
Customers receive outstanding value that they can trust
We are building a sustainable low-cost business model