Startup Meets Corporate – Intrapreneurial Culture Through Startup Collaboration

Intrapreneurial Culture Through Startup Collaboration

Startup Meets Corporate

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• Mila.com is an on-demand crowd service company for home and remote services from talented individuals “Mila Friends” or professional service providers “Mila Pros”.

• Local services can easily be booked at any touchpoint of our partners (companies in telecom, energy, retail) as a perfect addition for seamless end-to-end customer experience.

• Some businesses use Mila to build a service community around their products and services, while others expand their service offerings using the existing Mila Service Crowd.

Mila: On-Demand Crowd Service Company

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Swisscom: Largest Swiss Telecom Provider KEY PRODUCT Portfolio,

Dec 31st 2015MARKET SHARE

2,6 Mio)

1,9 Mio

6,6 Mio

1,3 Mio

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2020: 50 devices in every household in Europe are connected.

55% of the Swiss people will use services via Crowd Economy platforms within the next year.

2014: Mila & Swisscom Join Forces

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Building a Crowdsourced Customer Service

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How It Works

Installation

Troubleshooting

Exploring

Getting relevant home service installations just in time.

Finding the right person solving your problem immediately.

Finding the right person explaining how products work.

„Friends“ deliver unique service

momentsremote or on-site.

Unique Mila matching intelligence for the perfect match of

customers and „Friends“ from the crowd.

MilaServiceCrowd

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The Stages of Implementation

Pilot in Zurich

2014 2015 2016

Roll-out / Build Community Inform / Market Integrate / Scale

KPI: 20.000 Deals

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Swisscom Friends in Numbers

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Customers Love It

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What Did Swisscom Gain

Reducing Costs &

Increasing Revenue

Customer Loyalty & Innovatio

n

• Reducing cost of customer acquisition• Increasing service revenue • Reduced number of support requests • Optimizing the workload balance

• Extended service portfolio• First mover advantage / innovation • On-demand service crowd

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For Corporates:

…Be bold …Start small (pilot) …Get support from C-Level …Integrate …Inform …Market

For Startups:

…Identify a problem…Make a case (pilot)…Do things that don’t scale …Be patient …Get support from C-Level (in corporate)…Integrate …Scale

Tipps & Learnings

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Björn LindnerChief Experience Officer Mila

AGblindner@mila.com

www.mila.com

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