delivering premium services for the ultimate customer experience

Tiago Galli - General Manager - MVNO World Congress 2015. Nice, France

Insurance market Leader.

Preferred Insurance company (9 years).

18th most Valuable brand in Brazil (2014).

Most Trusted brand in any segment (2012).

+5MM car insurance customers

+2MM house insurance customers

USD 5Bn in revenues

Holding of over 20 companies.

Credit Card

House Security Systems

Home Services

Vehicle Tracking

Increasing customer loyalty through service innovation

Full MVNO

Premium customer support.

Exclusive and unique benefits.

Customer experience through convenient services and keeping promises.

Full range of wireless services to Porto Seguro Customers.

Full MVNO Own core network,

billing, interconnection and IT systems.

Network C. Suport Plans/Benefits Invoicing Handsets Others

35%

25%

15%

10% 10%

5%

Customer satisfaction drivers and importance(figures from Brazilian market)

What does it mean in terms of value proposition?

PositioningBE A NICHE PLAYERBe best choice in wireless for Porto Seguro customers.Financial Model: High ARPU, Low Churn, Low Bad Debt.

Value PropositionUNIQUENESS THROUGH SIMPLICITYOffer the best and simplest rate plans in the market place for target market (Benefits and discounts with other Porto Seguro’s services ).

Post Sales Support EXCEL IN POST SALE SUPPORTDo it right the first time (sales process, delivery, activation).

Customer CareBE THE BEST. CARE FOR YOUR CUSTOMER• Highest First Call Resolution rates in the industry.• Freedom & Responsibility: be transparent in customer’s best interest.• Convenient services that support brand promise.

72%base penetration

user experience app.

Enhancing customer experience through transparency and data.

CONECTA ASSISTConvenient services for you to stay always connected.

35%churn reduction

Active post-paid lines, in (000).

2013 2014 2015 2016

110

276

450

595

Customer Satisfaction rates for the first year of full operations

Conecta A B C D

67.163

67.5

55.3

65.2

SATISFACTION INDEX PROPENSITY TO CONTINUE INDEX

Conecta A B C D

76.4

63.1 60.8 60.567.3

73 80

(using Ipsos Satisfactor methodology)

Is Porto Conecta generating loyalty to its parent company?

INSURANCE RENEWAL RATE

86%

79%

+ 7%

MVNO Customers

“Insurance only”

customers

Loyalty.

Revenues.

Bottom line.

Lessons & Challenges

Find your niche. Each MVNO tells a unique story.1

Leverage your internal assets to raise the bar in customer experience (Brand, process, channel…).2

Prepare for problems you can´t solve easily.3

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TIAGO GALLIgeneral manager

+5511 95327-0001, celular da Porto Seguro Conecta.