Post on 30-Dec-2015
transcript
TURKCELL GROUP: REGIONAL LEADER
9 COUNTRIES
69.5 MILLION mobile subscribersOUR SERVICES: Mobile voice, mobile broadband, messaging, fixed broadband & other
Germany
Belarus
Georgia*
Ukraine
Turkcell Turkey
0.4 0.4 1.0 1.2 1.8
4.4 11.5
14.1 34.7
MOBILE SUBSCRIBER BREAKDOWN
TURKCELL TURKEY
(*) Turkcell owns 41.45% of Fintur which has interests in Kazakhstan, Azerbaijan, Moldova and Georgia. Fintur is not consolidated to the Group.
Operator Market
TURKCELL %51,1
VODAFONE
AVEA
Other players:
TURKCELL GROUP: OUR GAME PLAN
INNOVATION
OPERATIONAL EXCELLENCE & PRODUCTIVITY
SUPERIOR AND DIFFERENTIATING
CUSTOMER EXPERIENCE▪ Focus on the
customer▪ Align the
company▪ Deliver the
best customer experience vs. competition
SUSTAINABLE& PROFITABLE GROWTH
240ÖHE
appointment
14K customers
visiting Turkcell web
site.
32K customer visits and 10K
transactions (TİMs)
6,5K customers getting service from
Call Center.2K new
customers1 MSMS and Internet packages are sold
16K top-up prepaid lines.
90K SMS being sent to Turkcell.
8K transactions over IVR.
74K transactions over online
services.
108 customers connect to Turkcell via Webchat
210 corporate customers meets with their Corporate
Sales Executives 482 Turkcell mentions at social
media
Turkcell Social
mediaTeam
connects with 56
customers
«We design experiences that simplify the life of our customers and make
them feel cared for»
TOUCHPOINT CENTRIC
SEGMENT CENTRIC
TO
White CollarSelf- Employed
Blue CollarGovernmental
Workers
DisabledsFarmers
HousewivesRetired
Unemployed
4 Segment
s
What do young people want?
Express themselvesFeel that they are alive Feel free
Belong to a group
Discover who they are and reflect it
GNCTRKCLL
• -25 Community• Events: Open-air cinema, GNCFEST, concerts etc.• 5 GNCTRKCLL reps: Shopping, events, offers, carrier &
tech• SMS based Games
How did we start?
I am there wherever you are. (New customer touchpoints)
We are at the same age, i understand you and speak the same language with you
I’m trying to make your life simple and I care about your motives.
«someone like you»Value Prop:
Our solution
An E-mail and SMS service for anything young people want to ask about their line and gnctrkcll
Outcomes 10.000 SMS messages
4.500 distinct customers
100 customers via FB & Twitter
4.2 Satisfaction Score
in a day..
Professionals say..
There is always a solution.I have to own it.I am pragmatist.I have no time.Consider my experience.
Professionals Club
• Brand engagements (mostly with e-commerce sites)
• # TGIF
• «White Collar» e-magazine
First execution…
Priority for Professionals on IVR between 08:00-17:00 for them not to wait on the line to get
service from us.
NO IMPACT
Household-Housewives
I can express myself in different roles.I’m not ashamed of being a housewifeCooking is not the only thing I do great.I like spending time on social media.
Housewives on Facebook
A Facebook page which housewives can reach useful information, get support and also can earn presents by sharing content on the page.
Brand new
A Very Positive Return
140K followers in 1 month
I want to be a member of this club. Can you help me with
this?
I want to join these games and
earn points. Please guide me.
Brand new