Deploying an innovative, interactive platform for...
Transcript of Deploying an innovative, interactive platform for...
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Deploying an innovative, interactive platform for customers
Paul Higgins, Director of Marketing, TalkTalk BusinessJonathan Seal, Director of Strategy, Mando Group
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Deploying an innovative, interactive platform for customers
Customer Self-serve portal and user-experience enhancements through Windows Azure and Windows 8
Paul Higgins Director of MarketingTalkTalk Business
Jonathan Seal Director of StrategyMando Group@jay_seal
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PartnersCompetitors
SOHO
SME
Mid Market
Enterprise
Competitive Environment
Resellers - 682
Integrators - 18
ISPs - 25
Carriers - 8
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Value For Money• Provision of £10 business
broadband• Ethernet pricing in the
Partner market
Product Innovation• On-Net SIP & ISDN30 • 30% cheaper than
competition• FTTC – only alternative to
BTW
Service Quality• 6 Hour Fix on Fibre products• CESG 2-2-4 level• Carrier / Enterprise grade
service model
Reach• 93% coverage• More EFM/EAD exchanges
than competition
Our Competitive Advantage
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Customer Centric
Approach
Develop a best-in-class account
management user experience
Deliver business requirements and customer
benefit statements
Integrate disparate
systems into a single interface
Our Ambition
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The Case for Apps
Engage Simplify Grow
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UNDERSTANDING PEOPLELOVING TECHNOLOGY
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UNDERSTANDING PEOPLELOVING TECHNOLOGY
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Market
CSAT
Costs
UNDERSTANDING PEOPLELOVING TECHNOLOGY
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The Challenge
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“The best interface is no interface at all”
+ = ?
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Screens, ‘tribes’ and devices
Push notifications• Changing user needs & expectations• Form factor optimisation• Exploiting device features• ‘Tribal’ considerations
• Fully featured desktop portal
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My notifications
(provisioning, new
offers etc)
My current bill & due
date
Usage so far this
month
(and so on…)
Architecting for rapid delivery & scale
TTB Systems
Web Services Web Portal
SQL Database
Azure Cloud Service
Windows Phone 8
iPhone, Android et al
Push notifications User & Account data
Windows Azure Mobile Services
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UNDERSTANDING PEOPLELOVING TECHNOLOGY
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Learning for the future
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Learn & Adapt
Revenue Overhead Churn