Impact of Digital on Telco Business Model, case of Si.mobil
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Transcript of Impact of Digital on Telco Business Model, case of Si.mobil
Si.mobilImpact of Digital on Telco Business Model
David Rozman | 07.10.2014
1. WHAT IS A BUSINESS MODEL?
A simplified expression of company strategy on how to make money
Business Model
WHAT IS A BUSINESS MODEL?
Key Business Model Elements
WHAT IS A BUSINESS MODEL?
COST SIDE VALUE SIDE
1. Value Proposition
4. Customer Relationship
2. Customers
5. Revenue3. Channels
9. Costs 6. Key Resources
8. Key Partners
7. Key Activities
Si.mobil Business Model
WHAT IS A BUSINESS MODEL?
Automation where possible
Personal Assistance
Key Accounts
Residential pre &post-paid Customers
BusinessCustomers
Simple & Carefree Communication
Services
Voice and Data Fees Other Revenues
Marketing & Sales
Channel Operations
Network & IT Ops
Marketing & SalesChannel Costs
Network OperationsGeneral and Administrative exp.
HW Vendors
Regulatory Agencies
Franchises
Workforce & Employees Knowhow
Physical, IT & Network Infrasturcture
Shops & Call Center
Digital
2. HOW CAN DIGITAL BENEFIT SI.MOBIL BUSINESS MODEL
Value Proposition
Customer Relationship
Customers
ChannelsCosts
Impact of Digital on Si.mobil Business Model
2. HOW CAN DIGITAL BENEFIT SI.MOBIL BUSINESS MODEL
Automation where possible
Personal Assistance
Key Accounts
Residential pre &post-paid Customers
BusinessCustomers
Simple & Carefree Communication
Services
Voice and Data Fees Other Revenues
Marketing & Sales
Channel Operations
Network & IT Ops
Marketing & SalesChannel Costs
Network OperationsGeneral and Administrative exp.
HW Vendors
Regulatory Agencies
Franchises
Workforce & Employees Knowhow
Physical, IT & Network Infrasturcture
Shops & Call Center
Digital
⬆Automation
⬇Channel Costs
⬇Channel Operations
⬇Workforce ⬆︎Employees Knowhow
⬆Digital
24/7 & Wherever Access to Services
⬇Personal Assistance
⬇Key Accounts
⬇Shops & Call Center
Example of GOV.UK cost per transactions calculation
Channel Costs can be significantly lowered by shifting transactions to digital channels2. HOW CAN DIGITAL BENEFIT SI.MOBIL BUSINESS MODEL
Cost per transaction =
Total cost of providing the service without startup costs
Total number of completed transactions
Cost per digital transaction =
Total cost of providing the digital service without startup costs
Total number of transactions completed digitally
Digital vs. non digital transactions = 20x
cheaperthan phone
30x cheaper
than postal
50x cheaper than face-to-face
https://www.gov.uk/government/publications/government-digital-strategy/government-digital-strategy https://www.gov.uk/service-manual/measurement/cost-per-transaction.html
For desired effect digital take-up should be increased across whole customer lifecycle
2. HOW CAN DIGITAL BENEFIT SI.MOBIL BUSINESS MODEL
Buy Start-Up Get Support Use & Pay Renew or LeaveExplore
⥁ IMPACT ON BUSINESS MODEL - Company should addopt to the digital first princip as online is
most important touchpoint prior purchase - Enablig eSales as more customers want to buy online is also
opportunity to lower channel costs - Digital can enable efficient on-boarding experince - Call volumes can be deflected with eHelp and eCare - eBill can be more convenient & up to 8x cheaper then paper bill - Online is efficient & convenient for contract renewals
↑ KEY ACTIVITES - Define Digital Strategy - Data Driven Decisioning & Optimisation - Validate user experience & remove choice noise to simplify design - Embrace responsive design - Digital styleguide to ensure UX consistency, FTM and reduce costs - Manage content semi-independently for FTM - Optimise site for SEO & fast page loads - Hire digital experts and invest in training
↑ KEY RESOURCES & PARTNERS - Employees knowhow - Centralized & customer centric IT infrastructure - Cloud solutions and specialized agnecies
For desired effect digital take-up should be increased across whole customer lifecycle
2. HOW CAN DIGITAL BENEFIT SI.MOBIL BUSINESS MODEL
Buy Start-Up Get Support Use & Pay Renew or LeaveExplore
⥁ IMPACT ON BUSINESS MODEL - Company should addopt to the digital first princip as online is
most important touchpoint prior purchase - Enablig eSales as more customers want to buy online is also
opportunity to lower channel costs - Digital can enable efficient on-boarding experince - Call volumes can be deflected with eHelp and eCare - eBill can be more convenient & up to 8x cheaper then paper bill - Online is efficient & convenient for contract renewals
↑ KEY ACTIVITES - Define Digital Strategy - Data Driven Decisioning & Optimisation - Validate user experience & remove choice noise to simplify design - Embrace responsive design - Digital styleguide to ensure UX consistency, FTM and reduce costs - Manage content semi-independently for FTM - Optimise site for SEO & fast page loads - Hire digital experts and invest in training
↑ KEY RESOURCES & PARTNERS - Employees knowhow - Centralized & customer centric IT infrastructure - Cloud solutions and specialized agnecies
For desired effect digital take-up should be increased across whole customer lifecycle
2. HOW CAN DIGITAL BENEFIT SI.MOBIL BUSINESS MODEL
Buy Start-Up Get Support Use & Pay Renew or LeaveExplore
⥁ IMPACT ON BUSINESS MODEL - Company should addopt to the digital first princip as online is
most important touchpoint prior purchase - Enablig eSales as more customers want to buy online is also
opportunity to lower channel costs - Digital can enable efficient on-boarding experince - Call volumes can be deflected with eHelp and eCare - eBill can be more convenient & up to 8x cheaper then paper bill - Online is efficient & convenient for contract renewals
↑ KEY ACTIVITES - Define Digital Strategy - Data Driven Decisioning & Optimisation - Validate user experience & remove choice noise to simplify design - Embrace responsive design - Digital styleguide to ensure UX consistency, FTM and reduce costs - Manage content semi-independently for FTM - Optimise site for SEO & fast page loads - Hire digital experts and invest in training
↑ KEY RESOURCES & PARTNERS - Employees knowhow - Centralized & customer centric IT infrastructure - Cloud solutions and specialized agnecies
For desired effect digital take-up should be increased across whole customer lifecycle
2. HOW CAN DIGITAL BENEFIT SI.MOBIL BUSINESS MODEL
Buy Start-Up Get Support Use & Pay Renew or LeaveExplore
⥁ IMPACT ON BUSINESS MODEL - Company should addopt to the digital first princip as online is
most important touchpoint prior purchase - Enablig eSales as more customers want to buy online is also
opportunity to lower channel costs - Digital can enable efficient on-boarding experince - Call volumes can be deflected with eHelp and eCare - eBill can be more convenient & up to 8x cheaper then paper bill - Online is efficient & convenient for contract renewals
↑ KEY ACTIVITES - Define Digital Strategy - Data Driven Decisioning & Optimisation - Validate user experience & remove choice noise to simplify design - Embrace responsive design - Digital styleguide to ensure UX consistency, FTM and reduce costs - Manage content semi-independently for FTM - Optimise site for SEO & fast page loads - Hire digital experts and invest in training
↑ KEY RESOURCES & PARTNERS - Employees knowhow - Centralized & customer centric IT infrastructure - Cloud solutions and specialized agnecies
For desired effect digital take-up should be increased across whole customer lifecycle
2. HOW CAN DIGITAL BENEFIT SI.MOBIL BUSINESS MODEL
Buy Start-Up Get Support Use & Pay Renew or LeaveExplore
⥁ IMPACT ON BUSINESS MODEL - Company should addopt to the digital first princip as online is
most important touchpoint prior purchase - Enablig eSales as more customers want to buy online is also
opportunity to lower channel costs - Digital can enable efficient on-boarding experince - Call volumes can be deflected with eHelp and eCare - eBill can be more convenient & up to 8x cheaper then paper bill - Online is efficient & convenient for contract renewals
↑ KEY ACTIVITES - Define Digital Strategy - Data Driven Decisioning & Optimisation - Validate user experience & remove choice noise to simplify design - Embrace responsive design - Digital styleguide to ensure UX consistency, FTM and reduce costs - Manage content semi-independently for FTM - Optimise site for SEO & fast page loads - Hire digital experts and invest in training
↑ KEY RESOURCES & PARTNERS - Employees knowhow - Centralized & customer centric IT infrastructure - Cloud solutions and specialized agnecies
For desired effect digital take-up should be increased across whole customer lifecycle
2. HOW CAN DIGITAL BENEFIT SI.MOBIL BUSINESS MODEL
Buy Start-Up Get Support Use & Pay Renew or LeaveExplore
⥁ IMPACT ON BUSINESS MODEL - Company should addopt to the digital first princip as online is
most important touchpoint prior purchase - Enablig eSales as more customers want to buy online is also
opportunity to lower channel costs - Digital can enable efficient on-boarding experince - Call volumes can be deflected with eHelp and eCare - eBill can be more convenient & up to 8x cheaper then paper bill - Online is efficient & convenient for contract renewals
↑ KEY ACTIVITES - Define Digital Strategy - Data Driven Decisioning & Optimisation - Validate user experience & remove choice noise to simplify design - Embrace responsive design - Digital styleguide to ensure UX consistency, FTM and reduce costs - Manage content semi-independently for FTM - Optimise site for SEO & fast page loads - Hire digital experts and invest in training
↑ KEY RESOURCES & PARTNERS - Employees knowhow - Centralized & customer centric IT infrastructure - Cloud solutions and specialized agnecies
For desired effect digital take-up should be increased across whole customer lifecycle
2. HOW CAN DIGITAL BENEFIT SI.MOBIL BUSINESS MODEL
Buy Start-Up Get Support Use & Pay Renew or LeaveExplore
⥁ IMPACT ON BUSINESS MODEL - Company should addopt to the digital first princip as online is
most important touchpoint prior purchase - Enablig eSales as more customers want to buy online is also
opportunity to lower channel costs - Digital can enable efficient on-boarding experince - Call volumes can be deflected with eHelp and eCare - eBill can be more convenient & up to 8x cheaper then paper bill - Online is efficient & convenient for contract renewals
↑ KEY ACTIVITES - Define Digital Strategy - Data Driven Decisioning & Optimisation - Validate user experience & remove choice noise to simplify design - Embrace responsive design - Digital styleguide to ensure UX consistency, FTM and reduce costs - Manage content semi-independently for FTM - Optimise site for SEO & fast page loads - Hire digital experts and invest in training
↑ KEY RESOURCES & PARTNERS - Employees knowhow - Centralized & customer centric IT infrastructure - Cloud solutions and specialized agnecies
3. KEY ACTIVITES
Key Activities
For desired effect digital take-up should be increased across whole customer lifecycle
3. KEY ACTIVITES, RESOURCES & PARTNERS
Buy Start-Up Get Support Use & Pay Renew or LeaveExplore
WHAT WHO HOW HOW WELL
activities peopleprocesses & technology
KPI’s &targets
⥁ IMPACT ON BUSINESS MODEL - Company should addopt to the digital first princip as online is
most important touchpoint prior purchase - Enablig eSales as more customers want to buy online is also
opportunity to lower channel costs - Digital can enable efficient on-boarding experince - Call volumes can be deflected with eHelp and eCare - eBill can be more convenient & up to 8x cheaper then paper bill - Online is efficient & convenient for contract renewals
↑ KEY ACTIVITES - Define Digital Strategy - Data Driven Decisioning & Optimisation - Validate user experience & remove choice noise to simplify design - Embrace responsive design - Digital styleguide to ensure UX consistency, FTM and reduce costs - Manage content semi-independently for FTM - Optimise site for SEO & fast page loads - Hire digital experts and invest in training
↑ KEY RESOURCES & PARTNERS - Employees knowhow - Centralized & customer centric IT infrastructure - Cloud solutions and specialized agnecies
For desired effect digital take-up should be increased across whole customer lifecycle
3. KEY ACTIVITES, RESOURCES & PARTNERS
Buy Start-Up Get Support Use & Pay Renew or LeaveExplore
⥁ IMPACT ON BUSINESS MODEL - Company should addopt to the digital first princip as online is
most important touchpoint prior purchase - Enablig eSales as more customers want to buy online is also
opportunity to lower channel costs - Digital can enable efficient on-boarding experince - Call volumes can be deflected with eHelp and eCare - eBill can be more convenient & up to 8x cheaper then paper bill - Online is efficient & convenient for contract renewals
↑ KEY ACTIVITES - Define Digital Strategy - Data Driven Decisioning & Optimisation - Validate user experience & remove choice noise to simplify design - Embrace responsive design - Digital styleguide to ensure UX consistency, FTM and reduce costs - Manage content semi-independently for FTM - Optimise site for SEO & fast page loads - Hire digital experts and invest in training
↑ KEY RESOURCES & PARTNERS - Employees knowhow - Centralized & customer centric IT infrastructure - Cloud solutions and specialized agnecies
2x
For desired effect digital take-up should be increased across whole customer lifecycle
3. KEY ACTIVITES, RESOURCES & PARTNERS
Buy Start-Up Get Support Use & Pay Renew or LeaveExplore
⥁ IMPACT ON BUSINESS MODEL - Company should addopt to the digital first princip as online is
most important touchpoint prior purchase - Enablig eSales as more customers want to buy online is also
opportunity to lower channel costs - Digital can enable efficient on-boarding experince - Call volumes can be deflected with eHelp and eCare - eBill can be more convenient & up to 8x cheaper then paper bill - Online is efficient & convenient for contract renewals
↑ KEY ACTIVITES - Define Digital Strategy - Data Driven Decisioning & Optimisation - Validate user experience & remove choice noise to simplify design - Embrace responsive design - Digital styleguide to ensure UX consistency, FTM and reduce costs - Manage content semi-independently for FTM - Optimise site for SEO & fast page loads - Hire digital experts and invest in training
↑ KEY RESOURCES & PARTNERS - Employees knowhow - Centralized & customer centric IT infrastructure - Cloud solutions and specialized agnecies
For desired effect digital take-up should be increased across whole customer lifecycle
3. KEY ACTIVITES, RESOURCES & PARTNERS
Buy Start-Up Get Support Use & Pay Renew or LeaveExplore
⥁ IMPACT ON BUSINESS MODEL - Company should addopt to the digital first princip as online is
most important touchpoint prior purchase - Enablig eSales as more customers want to buy online is also
opportunity to lower channel costs - Digital can enable efficient on-boarding experince - Call volumes can be deflected with eHelp and eCare - eBill can be more convenient & up to 8x cheaper then paper bill - Online is efficient & convenient for contract renewals
↑ KEY ACTIVITES - Define Digital Strategy - Data Driven Decisioning & Optimisation - Validate user experience & remove choice noise to simplify design - Embrace responsive design - Digital styleguide to ensure UX consistency, FTM and reduce costs - Manage content semi-independently for FTM - Optimise site for SEO & fast page loads - Hire digital experts and invest in training
↑ KEY RESOURCES & PARTNERS - Employees knowhow - Centralized & customer centric IT infrastructure - Cloud solutions and specialized agnecies
For desired effect digital take-up should be increased across whole customer lifecycle
3. KEY ACTIVITES, RESOURCES & PARTNERS
Buy Start-Up Get Support Use & Pay Renew or LeaveExplore
⥁ IMPACT ON BUSINESS MODEL - Company should addopt to the digital first princip as online is
most important touchpoint prior purchase - Enablig eSales as more customers want to buy online is also
opportunity to lower channel costs - Digital can enable efficient on-boarding experince - Call volumes can be deflected with eHelp and eCare - eBill can be more convenient & up to 8x cheaper then paper bill - Online is efficient & convenient for contract renewals
↑ KEY ACTIVITES - Define Digital Strategy - Data Driven Decisioning & Optimisation - Validate user experience & remove choice noise to simplify design - Embrace responsive design - Digital styleguide to ensure UX consistency, FTM and reduce costs - Manage content semi-independently for FTM - Optimise site for SEO & fast page loads - Hire digital experts and invest in training
↑ KEY RESOURCES & PARTNERS - Employees knowhow - Centralized & customer centric IT infrastructure - Cloud solutions and specialized agnecies
For desired effect digital take-up should be increased across whole customer lifecycle
3. KEY ACTIVITES, RESOURCES & PARTNERS
Buy Start-Up Get Support Use & Pay Renew or LeaveExplore
⥁ IMPACT ON BUSINESS MODEL - Company should addopt to the digital first princip as online is
most important touchpoint prior purchase - Enablig eSales as more customers want to buy online is also
opportunity to lower channel costs - Digital can enable efficient on-boarding experince - Call volumes can be deflected with eHelp and eCare - eBill can be more convenient & up to 8x cheaper then paper bill - Online is efficient & convenient for contract renewals
↑ KEY ACTIVITES - Define Digital Strategy - Data Driven Decisioning & Optimisation - Validate user experience & remove choice noise to simplify design - Embrace responsive design - Digital styleguide to ensure UX consistency, FTM and reduce costs - Manage content semi-independently for FTM - Optimise site for SEO & fast page loads - Hire digital experts and invest in training
↑ KEY RESOURCES & PARTNERS - Employees knowhow - Centralized & customer centric IT infrastructure - Cloud solutions and specialized agnecies
For desired effect digital take-up should be increased across whole customer lifecycle
3. KEY ACTIVITES, RESOURCES & PARTNERS
Buy Start-Up Get Support Use & Pay Renew or LeaveExplore
⥁ IMPACT ON BUSINESS MODEL - Company should addopt to the digital first princip as online is
most important touchpoint prior purchase - Enablig eSales as more customers want to buy online is also
opportunity to lower channel costs - Digital can enable efficient on-boarding experince - Call volumes can be deflected with eHelp and eCare - eBill can be more convenient & up to 8x cheaper then paper bill - Online is efficient & convenient for contract renewals
↑ KEY ACTIVITES - Define Digital Strategy - Data Driven Decisioning & Optimisation - Validate user experience & remove choice noise to simplify design - Embrace responsive design - Digital styleguide to ensure UX consistency, FTM and reduce costs - Manage content semi-independently for FTM - Optimise site for SEO & fast page loads - Hire digital experts and invest in training
↑ KEY RESOURCES & PARTNERS - Employees knowhow - Centralized & customer centric IT infrastructure - Cloud solutions and specialized agnecies
For desired effect digital take-up should be increased across whole customer lifecycle
3. KEY ACTIVITES, RESOURCES & PARTNERS
Buy Start-Up Get Support Use & Pay Renew or LeaveExplore
⥁ IMPACT ON BUSINESS MODEL - Company should addopt to the digital first princip as online is
most important touchpoint prior purchase - Enablig eSales as more customers want to buy online is also
opportunity to lower channel costs - Digital can enable efficient on-boarding experince - Call volumes can be deflected with eHelp and eCare - eBill can be more convenient & up to 8x cheaper then paper bill - Online is efficient & convenient for contract renewals
↑ KEY ACTIVITES - Define Digital Strategy - Data Driven Decisioning & Optimisation - Validate user experience & remove choice noise to simplify design - Embrace responsive design - Digital styleguide to ensure UX consistency, FTM and reduce costs - Manage content semi-independently for FTM - Optimise site for SEO & fast page loads - Hire digital experts and invest in training
↑ KEY RESOURCES & PARTNERS - Employees knowhow - Centralized & customer centric IT infrastructure - Cloud solutions and specialized agnecies
For desired effect digital take-up should be increased across whole customer lifecycle
3. KEY ACTIVITES, RESOURCES & PARTNERS
Buy Start-Up Get Support Use & Pay Renew or LeaveExplore
⥁ IMPACT ON BUSINESS MODEL - Company should addopt to the digital first princip as online is
most important touchpoint prior purchase - Enablig eSales as more customers want to buy online is also
opportunity to lower channel costs - Digital can enable efficient on-boarding experince - Call volumes can be deflected with eHelp and eCare - eBill can be more convenient & up to 8x cheaper then paper bill - Online is efficient & convenient for contract renewals
↑ KEY ACTIVITES - Define Digital Strategy - Data Driven Decisioning & Optimisation - Validate user experience & remove choice noise to simplify design - Embrace responsive design - Digital styleguide to ensure UX consistency, FTM and reduce costs - Manage content semi-independently for FTM - Optimise site for SEO & fast page loads - Hire digital experts and invest in training
↑ KEY RESOURCES & PARTNERS - Employees knowhow - Centralized & customer centric IT infrastructure - Cloud solutions and specialized agencies
4. KEY RESOURCES & PARTNERS
Key Resources
Key Partners
For desired effect digital take-up should be increased across whole customer lifecycle
3. KEY ACTIVITES, RESOURCES & PARTNERS
Buy Start-Up Get Support Use & Pay Renew or LeaveExplore
⥁ IMPACT ON BUSINESS MODEL - Company should addopt to the digital first princip as online is
most important touchpoint prior purchase - Enablig eSales as more customers want to buy online is also
opportunity to lower channel costs - Digital can enable efficient on-boarding experince - Call volumes can be deflected with eHelp and eCare - eBill can be more convenient & up to 8x cheaper then paper bill - Online is efficient & convenient for contract renewals
↑ KEY ACTIVITES - Define Digital Strategy - Data Driven Decisioning & Optimisation - Validate user experience & remove choice noise to simplify design - Embrace responsive design - Digital styleguide to ensure UX consistency, FTM and reduce costs - Manage content semi-independently for FTM - Optimise site for SEO & fast page loads - Hire digital experts and invest in training
↑ KEY RESOURCES & PARTNERS - Employees knowhow - Centralized & customer centric IT infrastructure - Cloud solutions and specialized agencies
73% of European marketers believe they need to reinvent themselves to succeed with digital marketing
73%
Source: Adobe, 2014
For desired effect digital take-up should be increased across whole customer lifecycle
3. KEY ACTIVITES, RESOURCES & PARTNERS
Buy Start-Up Get Support Use & Pay Renew or LeaveExplore
⥁ IMPACT ON BUSINESS MODEL - Company should addopt to the digital first princip as online is
most important touchpoint prior purchase - Enablig eSales as more customers want to buy online is also
opportunity to lower channel costs - Digital can enable efficient on-boarding experince - Call volumes can be deflected with eHelp and eCare - eBill can be more convenient & up to 8x cheaper then paper bill - Online is efficient & convenient for contract renewals
↑ KEY ACTIVITES - Define Digital Strategy - Data Driven Decisioning & Optimisation - Validate user experience & remove choice noise to simplify design - Embrace responsive design - Digital styleguide to ensure UX consistency, FTM and reduce costs - Manage content semi-independently for FTM - Optimise site for SEO & fast page loads - Hire digital experts and invest in training
↑ KEY RESOURCES & PARTNERS - Employees knowhow - Centralized & customer centric IT infrastructure - Cloud solutions and specialized agencies
By 2017 the CMO will spend more on IT than the CIOSource: Gartner, 2013
For desired effect digital take-up should be increased across whole customer lifecycle
3. KEY ACTIVITES, RESOURCES & PARTNERS
Buy Start-Up Get Support Use & Pay Renew or LeaveExplore
⥁ IMPACT ON BUSINESS MODEL - Company should addopt to the digital first princip as online is
most important touchpoint prior purchase - Enablig eSales as more customers want to buy online is also
opportunity to lower channel costs - Digital can enable efficient on-boarding experince - Call volumes can be deflected with eHelp and eCare - eBill can be more convenient & up to 8x cheaper then paper bill - Online is efficient & convenient for contract renewals
↑ KEY ACTIVITES - Define Digital Strategy - Data Driven Decisioning & Optimisation - Validate user experience & remove choice noise to simplify design - Embrace responsive design - Digital styleguide to ensure UX consistency, FTM and reduce costs - Manage content semi-independently for FTM - Optimise site for SEO & fast page loads - Hire digital experts and invest in training
↑ KEY RESOURCES & PARTNERS - Employees knowhow - Centralized & customer centric IT infrastructure - Cloud solutions and specialized agencies
Si.mobil
Thank you
ROMI can be significantly improved with predictive models and personalised interaction
2. HOW CAN DIGITAL BENEFIT SI.MOBIL BUSINESS MODEL
Automation where possible
⬇Personal Assistance
⬇Key Accounts
Residential pre &post-paid Customers
BusinessCustomers
Simple & Carefree Communication
Services
Voice and Data Fees Other Revenues
Marketing & Sales
Channel Operations
Network & IT Ops
⬇Marketing & SalesChannel Costs
Network OperationsGeneral and Administrative exp.
HW Vendors
Regulatory Agencies
Franchises
Workforce & Employees Knowhow
Physical, IT & Network Infrasturcture
Shops & Call Center
Internet
⬆Automation
⬇Channel Costs
⬇Channel Operations
⬇Workforce ⬆︎Employees Knowhow
⬆Digital
⬆24/7 & Wherever Access to Services
⬆right offer to right person at right time