Leading on best customer experience in digital era Panel discussion - - PowerPoint PPT Presentation
Leading on best customer experience in digital era Panel discussion on AIS modernized sales and service channels Bussaya Satirapipatkul EVP - Customer & Service Management Komsan Buppanimite SVP - Channel Management Wisut Ua-Anant AVP -
Bussaya Satirapipatkul EVP - Customer & Service Management Komsan Buppanimite SVP - Channel Management Wisut Ua-Anant AVP - Online Channel Management
1
2
OF ADVA VANCED CED INFO O SERVI VICE CE CHANN NNEL L DEVE VELOPME OPMENT NT
1991 1991-1997 997 1998 1998-2013 013 2014 2014 - Present ent
SINGLE PRODUCT UCT MULTIPL IPLE PRODUCT UCT COMPLEX PRODUC UCT T & SERVICE ICE
3
AIS CORPORATE & DIRECT SALES
BUSINESS SOLUTION CORPORATE & SMEs DIRECT SALES
AIS SELF-SERVICE
AIS App | eService Social media Service Kiosk Payment Kiosk IVR | USSD
AIS SHOP : 90 90 shops AIS CALL CENTER
2,800 Agent
AIS shop operated by qualified and high performance team 4
KEY ACCOUNT CHAIN MODERN TRADE WHOLESALE AND RETAIL
> > 22 22,000 shop AIS SHOP by PARTNER
AIS shop operated by Qualified and High - Performance Partners
Telewiz : : 436 shops
has been managed with standard regulations to control the quality of services AIS Buddy, the newest partner shop developed from potential phone retail shops Advanced Distribution Partner (ADP) is the wholesaler distributing AIS products and services including Sims to small retailer in authorized areas
> > 1,000 shop
: : 33 33 shop PARTNERS
5
6
Fastest Speed
Social Media & Online Services
Most Modern
Digital Shops
Most Convenient
‘My AIS’, Self-Service
Most Variety
Benefits & Rewards
7
Email Live chat & VDO call Website
8
เพิ่มจาก เป็น ตู้ พร้อมเพิ่มฟังก์ชันใหม่ สายใหม่ จ่ายสะดวก ทุกที่ ทุกเวลา สร้างใหม่ สแกนจ่าย
*1175 Free
Self-Service Center
Service Kiosk Payment Kiosk
‘My AIS’
All in One App
9
Digital Shops, Mobile Service Solutions, Digital Gurus & Solution Advisors
Using intelligent kiosks, smart devices and a suite
the customer journey, smoothly & conveniently
10
PRIVILEGES POINTS REWARDS EXPERIENCES SERVICES
Full privileges nationwide with discounts over 15,000 stores Rewarding profits customers Returning customers every 25 baht of usage equals 1 point Giving the unique experiences Raising service quality through People, Process & Technology
With 360° View of Customers, AIS enhances every angle of a customer’s everyday life
11
Encourage Digital Adoption & Sale Growth (AIS Contact Center)
% IVR Served vs. Total Contacts
More transaction inquiries have moved into self-service channels Agents focus on resolving complex issues, sales and providing solutions for customer needs
% sales via agents and IVR (by transaction)
12
Encourage Digital Adoption & Sale Growth (AIS Shop)
served on Kiosks Staffs seek customer insights and needs to deliver more sales
consultations
Kiosk 65%
% sales at AIS shop (by transaction)
Counter 35%
% Transaction
13
Full Integrated Competency Smartphone, Wearable Devices, Contents, Fixed Broadband Device Guru Customer care Consultant Before 2000 2004 2010 2015 Digital Life Guru
14
Business Sustainability – Competency Development -Balancing Partners
Next step of AIS franchise business by uplifted “Telewiz Shop” to be “AIS Shop” Increase capabilities of small retail shop to make them survive in high completive market by becoming “AIS Buddy” Co-operate with modern trade and chain store such as exclusive model to cover more customer’s segment; “iSt Studio dio”, “Big Mobile”, “Big C”
CUSTOMER
15
16
EASY EASY WAY WAY TO TO ENH ENHANCE ANCE YOUR YOUR BUSINESS BUSINESS CAPABILI CAPABILITIES TIES
ENHANCE SALES More transaction , more income
Several services available for partner in AIS EASY APP that will enhance your business opportunity such as;
Postpaid Register , Pre to post ,
MNP , VAS , Report and many more services
USER FRIEN ENDLY LY Simply use on smartphone
AIS Easy App. Has been developed with the concern of simplicity of the
service is the main core of this
mobile phone, you can finish postpaid registration for your customer. Your and end users information security are our concern. Using AIS Standard system to make sure that all information are well kept.
AIS Safety Standard
16
17
Ch Channel nnel Co Comm mmunica unication tion Prod Product uct Ca Cata talog log Sale Sales s & S Service ervices Co Comp mplaint laint and nd F Fee eed back ck Co Comp mpensa ensation tion R Rep eport
Pe Performa rformance Re nce Report
My My Profil Profile
Sales & Services :
Focus on 6 highlight products and services
Performance Report :
Monitoring sales and service report in each transaction on Application anytime and anywhere
AI AIS S EASY A EASY APP PP
EASY EASY W WAY AY TO ENHANCE TO ENHANCE YOUR YOUR BUSINESS BUSINESS CAPAB CAPABIL ILITIE ITIES
17
18
2 15 15 30 30
EASY APP EASY APP takes 2-3 3 MIN MIN ONLY PC PC takes about 15 15-20 20 MIN MIN
208 208
Call Calling ing *208 208 might take up t up to
30 MIN MIN
“BETTER WAY FOR NEW REGISTER”
18
“Transform TELECOM PROVIDER to DIGITAL LIFE SERVICE PROVIDER”
19
Customer
IVR USSD Self Service Provisioning Platform OPERATOR Network Royalty Platform (CRM, Privileges) Partner Service gateway SMS
Business Support System The Traditional Way
Disruptive Technology for digital telco from telecom to internet
Introducing “AIS Online Tracking + Sale Force”
Online Tracking + Sale Force INTERNET Network
20
Collect all data across all customer touchpoints to set the foundation
Google’s audience insights
Intent Signals Email lists Contextual + Location Signals Past purchasers App converters
˚ to win m icro-moment s in real time
Online Tracking
Build a 360o view of your customers with Profile data + Intent data + Contextual signals To do personalize real-time marketing
My Account Digital Brain (Online Insight) AIS Online Channel Ecosystem Personalize Offerings
21
Di Digit ital al Marketi ting ng Strategy tegy
personalized product and services SEED ING
22
2015
Online Tracking + Sale Force
2016
Online Programmatic
2017
Online Automation
2018
Online Artificial Intelligent
Vision: To become one of the strongest online channels in Thailand
Digital Brain 23
24
On-Top Package
25
26
Check Balance
media from FB, Google (~2%)
Package Offering Page Views % Page View
47,800
8,299 17.3%
750 9%
27
AIS NOW Video Demo
“Push Banner Notify” “Push Icon Notify” “Push Video Notify”
28
Natural Language
“Ask Aunjai”
help and support
the future offering
29
Smart people Digitized process Intelligent technology
30
RELATION
Build relation with good
cooper
ative, sinc ncere e and responsi
ble
COMPENSATION
All compensation must competiti mpetitive, ve, ration
al and d accur curac acy
INFORMATION
All valuable information must deliver to partner on time and clear r
31
Personalization
with info from digital analytics
32
A unique digital self-service customer application that will empower customers to manage their requirements 24/7
ALL-IN-ONE ONLINE SELF-SERVICE APP
33
SEAMLESS MULTI-CHANNEL SERVICE EXPERIENCES
Insightful & Consistent Online to Offline and Offline to Online Interactions
AIS Shops ‘My AIS’ & Self-Service Social Media AIS Contact Center
34
AIS INVESTOR RELATIONS http://investor.ais.co.th investor@ais.co.th
Some statements made in this material are forward-looking statements with the relevant assumptions, which are subject to various risks and uncertainties. These include statements with respect to our corporate plans, strategies and beliefs and other statements that are not historical facts. These statements can be identified by the use of forward-looking terminology such as “may”, “will”, “expect”, “anticipate”, “intend”, “estimate”, “continue” “plan” or other similar words. The statements are based on our management’s assumptions and beliefs in light of the information currently available to
to be materially different from any future results, performance or achievements expressed or implied by such forward- looking statements. Please note that the company and executives/staff do not control and cannot guarantee the relevance, timeliness, or accuracy of these statements.