November 25 th, Frank Cadoret

Transcription

1 SFR Consumer business update November 25 th, 2010 Frank Cadoret Executive VP, Professionaland and Consumer Market 1

2 Our core belief (1/2) Digitization: a new frontier! Explosion of digital uses drives strong growth opportunities 2

3 Our core belief (2/2) PC TV GAMES MUSIC ALARMS TABLETS PHOTOS ENERGY MONITORING Clients need a trusted partner to guide them in the digital world 3

4 Our mission on the Consumer market Guide each client and offer him the best of the digital world 4

5 SFR s value proposition on the Consumer market OFFERS CUSTOMER RELATIONSHIP CUSTOMER EXPERIENCE

6 SFR s value proposition on the Consumer market OFFERS CUSTOMER RELATIONSHIP CUSTOMER EXPERIENCE

7 2010, year of transformation Mobile A Mobile data is taking off Strongsalesof of webphones Explosion of mobile Internet usage Fixed D Towards new customer experience New ADSL box Content «in the cloud» B B Market tis changing Softened contract commitment conditions Competitive pressure on prices C Development of Fixed Mobile bundled offers SFR has adapted dit its offer while pursuing a value strategy t 7

8 Webphones already account for 40% of postpaid sales and 18% of the postpaid customer base Share of postpaid gross adds % 40% A Mobile Share of postpaid customer base % 18% Source: SFR data as of September 2009 and September

9 Mobile data usage has taken off A Mobile Tablets PC mobilebroadband broadband ~500 MB (On unlimited offers) Wbh Webphones ~400 MB (~1GB on unlimited offers) ~300 MB Mobile phones ~15 MB Source: SFR, monthly data usage 9

10 Postpaid offers: monetization of data usage A Mobile SFR high value postpaid offers Illimythics 5 Essentiel Illimythics 5 Connect Illimythics 5 Webphone Illimythics ABSOLU Included Voice Voice + SMS + Internet 500 MB + WiFi Voice + SMS/MMS + Internet 1 GB + s + WiFi + international calls (for Pros only) Voice 24h/24 + SMS/MMS + Internet 1 GB + s + WiFi For Consumers From (1h) From (1h) From (1h) (Christmas special tariff: 39.90) For Pros From (2h) (Christmas special tariff: 27.90) From (2h) (Christmas special tariff: 46.90) SFR s public tariffs as of November 2010 for 24 months commitment 10

11 Market deal is changing B Mobile Today Tomorrow Commitment 12 to 24 months Choice Pricing All in one (service + device) Split between een service and device prices Subsidies Averaged De averaged 11

12 On June 22 nd, SFR launched its SIM only tariffs, for clients willing to keep their mobile phone B Mobile «I get discounts for keeping my mobile phone» Clients have the choice between mobile renewal and tariff discount From 2 to 10 discount per month 12

13 De averaging handsets subsidies «My handset subsidy depends on my tariff plan» B Mobile ( ) 700 Illustration: iphone4 16 GB tariffs Plan type Plan price ( /month) 0 I5 WEBPHONE 2H+ et WEBPHONE PRO WEBPHONE (2H+) CONNECT (2H+) I5 Postpaid WEBPHONE I5 CONNECT HYBRID HybridHYBRID Prepaid PREPAID Standalone STANDALONE 1H 1H 19,90 = > 19,90 < MOBILE I5 ESSENTIEL handset et ESSENTIEL PRO From From From From Below Source: SFR s public tariffs as of November

14 On August 24 th, SFR launched «Multi Packs»: a new discount program for multi equipped customers C Mobile & Fixed «The more SFR offers I buy, the more discounts I get» With this program focused on high value offers, SFR goes beyond quadrupleplay play and rewards multi equipment + OR + Up to 15 20% discount per month Chosen loyalty 14

15 Processeur WiFi CPL ADSL / Fibre Ethernet USB Téléphonie Diodes Technologies d'optimisation Serveur et partage Paramètres avancés Eco conception Consommation électrique Contenu du pack Taille Extensions (option) Broadcom MHz Dual Thread Packet Processor dédié pour les débits THD (400Mbit/s) n 2x2 300Mbps CPL 200 Mbps Home Plug AV Routeur universel DSL/Fibre - 1 port "Fibre/ONT" RJ45-1 port ADSL 4 ports Gigabit Ethernet 802.3az EEE (Energy Efficient Ethernet) 2 ports USB 2.0 Hispeed (480mb/s), Hipower 1 interface FXS Wideband LEDs et Anneau multicolore avec contrôle de niveau d'éclairage ASSIA (amélioration de la qualité de la ligne ADSL) PhyR (retransmission de paquets) Partage Samba Serveur UPnP Routeur : NAT, DNS, route, DHCP WiFi : type de cryptage (WEP, WPA - par défaut, WPA2), filtrage MAC ADSL : optimisation manuelle de la ligne Mode éco : extinction de la VoIP, du CPL, réglage du débit des ports Ethernet et de la luminosité des voyants Divers : client DynDNS intégré, configuration du hotspot, accès à de nombreuses statistiques, modules avancés de diagnostic 1/ Moins de composants électroniques 2/ Moins de plastique pour le boitier 3/ Baisse de la Consommation électrique Inférieur à 7 Watts (en fonctionnement nominal, hors CPL) 1 neufbox Evolution 1 câble ADSL et VoIP 1 câble Ethernet 1 guide 1 kit d'installation sur CD-ROM 1 alimentation 1 adaptateur CPL (option gratuite) 1 clé 3G+ (option) L*H*P (mm) : 162*160*43 Extension USB : - module femtocell - clé USB 3G+ On November 16 th, SFR launched its «neufbox Évolution»: a new customer experience D Fixed Performance Reliability Green conception Modular design Customer experience Multi screen 15

16 New SFR broadband Internet offer range D Fixed neufbox neufbox EVOLUTION per month per month with per month per month with Broadband Internet Unlimited Telephone HD TV Broadband Internet and 3G back-up dongle Unlimited Telephone HD TV Digital recording Mediacenter 3D navigation interface SFR Service 820 «espace SFR» 48h assistance Guaranteed installation Customized follow-up 16

17 SFR develops content in the cloud to enhance its broadband Internet offer s attractiveness and raise ARPU D Fixed Video on Demand #2 VoD platform in France > contents currently available (+30% vs 2009) 4 VoD subscription offers Innovative convergent web / mobile / TV interface Catch up TV 2 catch up TV programs currently available Gaming on Demand First TV based cloud gaming offer in Europe Families & casual gamers targeted ~30 games available at launch 17

18 SFR value proposition on the Consumer market OFFERS CUSTOMER RELATIONSHIP CUSTOMER EXPERIENCE

19 Customer relationship at SFR: 4 channels mobilized to serve 25 millions clients Controlled physical distribution SFR Web site 820 shops («espacesfr») 5,000 sales people ~15% of total sales made online ~50% of total customer care acts done via online selfcare Call Centers SFR assistance 11,000 advisors 1,200 technicians 120,000 contacts per day 20,000 acts per month 19

20 Web channel brings flexibility for customers as well as cost optimization for SFR Share of Web on total sales Flexibility for customers All acts available online Large mobile device range and 24/7 availability 75% 7.5% Multi channels approach 2008 x2 65% 15% 2010 Cost optimization for SFR Retail costs optimization Fewer calls to customer care Development of electronic bills (4.5 M customers with an electronic bill) Share of online selfcare on customer relationship +20pts 50% 65% 30%

21 SFR awarded for its customer care SFR #1 of Internet / Fixed Customer Relationship 2010 (BEARING POINT/TNS SOFRES SURVEY) 21

22 SFR value proposition on the Consumer market OFFERS CUSTOMER RELATIONSHIP CUSTOMER EXPERIENCE

23 Some of our initiatives to improve customer experience in retail In store experience New store concept Ticketing Welcome desk Multi channels synergies Satisfaction surveys Solution Dedicated hotline for SFR stores Web to shop & Shop to web In store satisfaction survey tool Top satisfaction survey 23

24 SFR vision on customer experience 24

25 3 areas of focus to become the best operator on customer experience Know how Behavior Surprise Acts SFR Touch Wow Concrete proofs to be given to the customers on every key moment of truth 25

26 OFFERS + + CUSTOMER CUSTOMER RELATIONSHIP EXPERIENCE = SFR NEW BRAND POSITIONING 26

27 SFR new brand positioning 27

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