How Mobile is Transforming Enterprise Customer Experience

1. “How Mobile is Transforming Enterprise Customer Experience” Oisin Lunny, Senior Market Development Manager OpenMarket / TMC Webinar

2. 2 OpenMarket

3. Proprietary & Confidential to OpenMarket OpenMarket helps enterprises use mobile to transform their business. OpenMarket provides mobile engagement solutions for organizations to optimize their operations and enhance relationships with their customers and employees. Major enterprises choose OpenMarket for our domain expertise, service flexibility, demonstrated performance and reliability, global scale, and corporate maturity. Our clients trust us to power their mobile business. 3 Our Mission

4. Proprietary & Confidential to OpenMarket About OpenMarket 4 Supporting 4 of the Top 10 most respected global brands1 40% of mobile messaging vendors rely on OpenMarket2 Over 1 billion mobile messaging interactions each month Offices in Seattle, Detroit, London, Sydney & Pune, India A division of Amdocs (NASDAQ: DOX) Smart, interactive connectivity to over 200 countries 1 Harris Interactive 2014 2 Forrester Mobile Messaging Vendor Overview report 2013 For more than 15 years, OpenMarket has been the leading provider of multi-‐ channel mobile solutions for enterprises to engage with their customers and employees

5. Proprietary & Confidential to OpenMarket About Amdocs OpenMarket is a division of Amdocs. Amdocs is a leading provider of software and services for communications, media and entertainment industry service providers 5 Global revenues of > $3 billion 20,000 employees globally Trusted by 250+ enterprise customers in 70 countries Annual operating income of > $400 million Cash/Cash Equivalent/ Short-‐Term holdings > $1.1 billion 30 + years of industry expertise

6. Proprietary & Confidential to OpenMarket Our Approach A flexible and highly customizable platform to support mobile messaging use cases across the entire enterprise • SMS, MMS, Push, Long Codes, Land lines, etc. • Value added services • APIs or Service UI • Direct & Indirect customers • Professional Services and Consulting 6

7. 7 Why OpenMarket We help enterprises use mobile to transform their business Domain Expertise – OpenMarket resolves the complexities and fragmentation of the mobile ecosystem by providing expertise in mobile engagement solutions, regulatory compliance, and industry best practices Service Flexibility – OpenMarket’s portfolio of solutions, flexible Mobile Engagement Platform and professional services allow enterprises to support multiple use cases for customers and employees Demonstrated Performance & Reliability– Global enterprises trust OpenMarket with their mobile engagement business because of our scalable and highly reliable platform, industry-‐leading SLAs and operational expertise Global reach – A number of the world’s largest enterprises choose OpenMarket for our global reach, market leadership, capacity and support, helping them engage with their customers and employees globally Corporate maturity – Enterprises partner with OpenMarket for our breadth of solutions, global scale, industry expertise, financial stability, mature business practices, and data security and privacy policies, all of which help minimize business risk and optimize ROI Proprietary & Confidential to OpenMarket

8. 8 Global Trends

9. 9 Desktop Growth Predictions Proprietary & Confidential to OpenMarket

10. 10 Mobile Growth Trends Proprietary & Confidential to OpenMarket

11. 7,351,011,604 7,289,122,584 mobile connections current world population 11 Proprietary & Confidential to OpenMarket Mobile Growth Trends

12. Proprietary & Confidential to OpenMarket Your Customers Are Changing 12 MILLENIALS now outnumber BABYBOOMERS Young, Educated, Social & Mobile

13. Proprietary & Confidential to OpenMarket Reaching Millenials 13 MILLENIALS own more THAN

14. Proprietary & Confidential to OpenMarket Mobile is Their Channel of Choice 14 Customer support Purchasing Security Appointment Reminders Online banking Satisfaction survey of text messages read within the first 98% 10 minutes Service alerts

15. 15 So Basically… Proprietary & Confidential to OpenMarket

16. 16 Gerd Leonhard, Futurist “80% of global internet traﬃc will come from always connected mobile devices within three years!” Proprietary & Confidential to OpenMarket

17. 17 Eric Schmidt, Google Proprietary & Confidential to OpenMarket

18. 18 Phillip Clarke, Tescos “It’s too late to have a digital strategy,  every aspect of your business needs to be digital.” Proprietary & Confidential to OpenMarket

19. 19 Source: Our Mobile Planet (Google) Mobile Consumers Are Engaged Proprietary & Confidential to OpenMarket

20. 20 Here’s My Number… Proprietary & Confidential to OpenMarket

21. 21 From silos to holistic CX

22. 22 Mobile Is Silo Smashing Proprietary & Confidential to OpenMarket

23. 23 Mobile Is Also…

24. 24 Why All The Silo Smashing? Proprietary & Confidential to OpenMarket

25. 25 Silos Are Confusing Proprietary & Confidential to OpenMarket

26. 26 Holistic Approach To CX Source: http://www.senseimarketing.com/bending-‐the-‐linear-‐b2b-‐customer-‐lifecycle/ Proprietary & Confidential to OpenMarket

27. 27 The Power Of CX The good... • More than 80% of customers with a good experience will pay more for a product or service • More than 40% of customers with a good experience will make additional purchases The bad... • More than 80% of customers with a poor experience will switch to a competitor The ugly... • More than 70% of customers will share a   poor experience on social media and online review sites (Zendesk)Proprietary & Confidential to OpenMarket

28. 28 The very ugly... • 86% of customers quit doing business with a company because of a bad customer experience, up from 59% four years ago (Forrester / halloween-‐mask.com)Proprietary & Confidential to OpenMarket The Power Of CX

29. Proprietary & Confidential to OpenMarket Quiz Time 29 A 10% improvement in an enterprise’s customers experience can translate to more than how much in increased revenue? A -‐ $1,000,000 B -‐ $10,000,000 C -‐ $100,000,000 (Forrester)

30. Proprietary & Confidential to OpenMarket 30 (Isfeed) Quiz Time

31. 31 Customer Service: A Perspective with New Opportunities

32. 32 Much More Than A Call Centre • Rookie error • Viewing customer service solely as a set of   post-‐purchase activities • Pushing all post-‐purchase activities to a call centre • Customers hate • Being transferred from one agent to another • Being forced to navigate an IVR system • Having to wait on hold • What do mobile-‐centric customers want? • Timing thats convenient for them • Mobile messaging options Proprietary & Confidential to OpenMarket

33. 33 Customer Experience Spans The Entire Lifecycle In today’s digitized, mobilized, and customer-‐centric economy, enterprises must define customer service more broadly. Proprietary & Confidential to OpenMarket Total Customer Experience (TCE)

34. 34 Meeting Customers   Where They Are:   On the Mobile Channel

35. 35 Two-‐Way SMS: Efficient And Delightful • Simple to implement • A customer with a new product opts in for delivery SMS • Texts back “HELP” for a call-‐back from the support team • Efficient for the enterprise • SMS thread already contains the order number • CRM system can generate a support ticket with the information the support team needs when calling • More efficient process • Lowers call centre costs • Delightful for the customer • No need to navigate an IVR system or sit through flute solos! • Experience is so smooth its seen as fine-‐tuning rather than problem-‐solving Proprietary & Confidential to OpenMarket

36. 36 • Apps • Push notifications can be effective, but are only one way • Developing a mobile app requires the capability, capacity, and capital to support the whole lifecycle • SMS / MMS • No such commitments • Efficient, reliable, flexible • Supports 2 way communication Proprietary & Confidential to OpenMarket Apps vs Messaging

37. Proprietary & Confidential to OpenMarket Apps vs Messaging 37 Mobile Apps Mobile Messaging Device support User Acquisition & Adoption Customer Type Frequency of Use Features/Capabilities Regulated information? Time to Market Smartphones & Tablets Discovery, download, learn High value/power users Generally low Access to device capabilities (e.g. camera, phone, GPS) Potentially 3 to 6+ months All mobile phones Native support, #1 most frequently used feature All mobile phone users High SMS, MMS, clickable URLs, click-‐to-‐call Depends on use case 1 to 8 weeks

38. 38 SMS Use Case Examples • Finance: SMS CHAT to a bank’s short code with live agent about a lost credit card • Automotive: Driver files an insurance claim by sending an MMS (image or video) to the insurance provider’s short code • Utilities: SMS broadcast to customers about a forecasted storm, capability to text back to report power outages • Social media: A customer texts a keyword  to reset account credentials that he’s forgotten • Retail: Short SMS-‐based survey to provide  feedback on a recent interaction • Enterprise: A US customer texts a business’s   toll-‐free number with a question Proprietary & Confidential to OpenMarket

39. 39 Real-‐world examples

40. 40 Alerts And Notifications • Fortune 100 retailer • Improved its fulfilment experience • Customers receive three SMS notifications during the shipping process: • when the order leaves the warehouse • when it’s handed over to a local courier • finally when it’s delivered • The SMS notifications not only give customers real-‐time updates, they can also enable them to request a change to the delivery date or destination Proprietary & Confidential to OpenMarket

41. 41 Customer Engagement • Leading UK airline • Instant customer feedback program • Immediately after passengers board a plane,  they receive an SMS that directs them to a “boarding experience” survey • Makes customers feel valued and important • Elicits feedback while still fresh in their minds • Flight attendants • receive continual feedback from customers • view the feedback in real-‐time • promptly deal with any complaints   or problems Proprietary & Confidential to OpenMarket

42. 42 IT Operations and Support • OpenMarket’s own parent company, Amdocs • SMS alerts solution for Indian location IT support • Minimise inbound calls and emails when outages • SMS solution: • IT can initiate an alert manually to keep employees informed • filter by specific groups of employees • helps to manage the incident • minimises the impact on productivity • Works regardless of network impacts on IP phones or email servers Proprietary & Confidential to OpenMarket

43. • Wanted: • Improve customer experience • Lower support costs • Improved technical support to diagnose mobile phones issues • Needed: • Global reach • Customer familiarity • Solution: • SMS link initiated diagnostics • Streamlined experience • Reduced support calls43 Customer IT Support • Global Retailer of mobile phones, computers and tablets Proprietary & Confidential to OpenMarket

44. 44 Mobile Across the Entire Enterprise, for the Whole Customer Experience

45. 45 Mobile Across the Entire Enterprise

46. 46 Getting Started With Mobile: It’s Easier Than You Might Think

47. 47 Quick Fixes • Account Recovery • Enable phone number as a password recovery feature • Authenticate the user with security code by SMS • User re-‐enters code to verify & change password • The whole process takes 30 seconds or less Proprietary & Confidential to OpenMarket

48. 48 Quick Fixes • Fee Avoidance • Notify customer if they are about to incur a fee • Offer an opportunity to take corrective action • Research shows that mobile users open nearly all SMS within seconds • Great way to help customers avoid penalties • Avoids damage they cause to the relationship Proprietary & Confidential to OpenMarket

49. 49 Quick Fixes • Support Tickets • User texts in a support keyword to your short code • CRM system creates support ticket & routes to your CSR • 2-‐way SMS can retrieve additional details Even though the customer initiates the process, he never has to navigate an IVR system or wait on hold Proprietary & Confidential to OpenMarket

50. 50 Text enabled toll-‐free  / landline numbers

51. 51 Text enabled toll-‐free/landline numbers 10 digit phone numbers capable of sending and receiving Standard Rate SMS and Voice calls Proprietary & Confidential to OpenMarket

52. Proprietary & Confidential to OpenMarket 52 64% of consumers prefer to use texting over voice as a customer service channel 44% of consumers prefer to send a text, rather than waiting on hold to speak with an agent 81% of consumers are frustrated being tied to a phone or computer to wait for customer service help 77% of consumers aged 18-‐34 are likely to have a positive perception of a company that offers texting (Harris Interactive Report) Why are they important?

53. 53 What our clients are saying “By working with OpenMarket, we can enable companies to use their existing landlines and toll-‐free numbers to send and receive text messages and provide more meaningful interactions between mobile customers and businesses.” John Pierson GM Proactive Engagement Solutions Nuance Communications Proprietary & Confidential to OpenMarket

54. 54 OpenMarket White Paper Proprietary & Confidential to OpenMarket bit.ly/OMwhitepaper

55. 55 THANK YOU

56. www.openmarket.com  @OpenMarket   oisin.lunny@openmarket.com +44 7740 819 480

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