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ITC Developments in 2009
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Improving the effectiveness and productivity of your mobile workforce – Why Vodafone?
Mark Brooks
Business Development Manager
Vodafone Northern Ireland
Agenda
• Vodafone – Market Leading History
• Reliability and Resilience – Our Network
• Full support – our Customer Service and Account Management
• Enhancing and Developing your Business – Our Mobile Solutions and Services
Vodafone : A history of leading the mobile market
A brand associated with firsts
1985: First mobile phone call made1991: First to launch a digital service1993: First high street store1994: First text message sent1999: First operator with 5 million customers2001: First 3G roaming call2008: 269 million customers worldwide
We were the first to launch GPRS data cards Blackberry in the UK 3G data cards 3G wireless routers 3G broadband / HSDPA data cards 3G broadband / HSDPA USB modems 7.2Mbps / HSUPA devices Built-in mobile broadband laptops First ever touch screen device from BlackBerry – the Storm
The BlackBerry Storm - exclusive worldwide to
Vodafone
Investing in our Network
NetworkFootprint
High NetworkQuality
1
23
Why Vodafone? For our network
Key facts about our Network Footprint
Vodafone launched the UK’s 1st
3G broadband (HSPDA) Network
2G: 99.7% UK Population3G: 81% UK Population
& 750 cities/towns
Sept 2008: World’s first mobile operator to achieve BS 25999
certification for continuity management
http://www.continuitycentral.com/news04180.html
# 1 mobile provider for UK businesses
- 46% of UK businesses trust us
Our Focus is improving speed across the footprint –
1.2 > 3.6 > 7.2Mbps
Leading expertise in 3G – 1st UK GSM operator to launch
3G
In Northern Ireland the P.S.N.I, Ambulance and Fire
Services have have a combined 5000+ users
New
5,500 3G sites in the UK
More worldwide coverage than any other UK network -
192 countries
We reached our 3G license obligation of 80% coverage 9
months earlier than required by Ofcom
High Network investment = high quality
Focus on increasing network capacity
Working with strategic partners – Alcatel Lucent, Ericsson
world leading technical expertiseCoverag
e
Capacity
Future Proofing
World leading Vodafone Evolved Core Network (ECN)
• Over 50%
increase in number of 3G sites by 2011
• £ 300 M invested
each year on our
network
• 60 million calls per
day
• 300M SMS per week!
Speed Driving the standards for new generation 4G technologies – 100Mbps!
In numbers:
Rollout of high speed mobile coverage sites throughout the UK network
Future seamless switching from mobile to fixed corporate networks,
Small coverage solutions (VAP) for use in the home or office (Q1-mid 2009)
NetworkInvestment
2
NetworkInvestment
2
0
200
400
600
800
1,000
1,200
1,400
in the UK
Average Speed (Mbps)
Vodafone 3G network – Superior Quality
* Largest trial of its kind to be done in the UK. Performed Independently by LCC international
4 times faster to open a web page than our slowest competitor6.7s on average with Vodafone 25.67s on average with Competitor B12.7s on average with Competitor D7.8s on average with Competitor C7.45s on average with Competitor A
Press Release:http://www.vodafone.com/start/media_relations/news/local_press_releases/uk_press_releases/2007/independent_trials.html
When downloading a 2MB file Vodafone is77% faster than Competitor B58% faster than Competitor C49% faster than Competitor A22% faster than Competitor D
Network Quality
3
Network Quality
3
Com
petitor A
Com
petitor B
Com
petitor C
Com
petitor D
Investing in Customer
Management
Dedicated Support and
Account Management
ContinuousQuality
Monitoring
1
23
Why Vodafone? For our account support
Customer Service and Account Management- reasons to do business with Vodafone
N.I. based support in Imperial House, Donegall Sq East,
Belfast
Speak to a familiar local voice;
dedicated team accessible via a dedicated number
Direct access to a specialist billing team in Belfast to
address any billing related queries
Our target #1 : to answer 95% of all your calls within 3
rings
Loans : try our products and services
for 30 days before buying them
Customer Service and Account
Management
1
Customer Service and Account
Management
1
A dedicated field based localAccount Manager delivering
regular reviews
Order anything before 4pm and we will deliver it next
working day
Customer service can give you more reasons to do business with Vodafone ..
Our SLA is to resolve any email queries within 24
hours
All our mobile phones have a
24 month warranty
Easy routes of escalation if ever needed
We invest in our people :- extra 10 days coaching a year- minimum 4 hours coaching per month
We invest in our people :- regular training directly from the handset manufacturers and from technical specialists
Quality Monitoring
3
Quality Monitoring
3
Award winning Services and People!
• Customer Contact Leader of the Year- UK Customer Excellence Awards 2007
• Advisor of the Year 2007 -CCF European Call Centre Awards 2007
• Advisor of the Year 2006 - CCF European Call Centre Awards 2006
• Customer Service Team of the Year for the Telecommunications and IT sector- National Customer Service Awards 2007
• Best Newcomer of the year– National Customer Service Awards 2007
• Account Manager of the year -National Sales Awards 2008
• Sales Professional of the year - National Sales Awards 2008
• Business Operator of the Year – Mobile Industry Awards 2007
• Business Innovation of the Year- Vodafone Mobile Connect USB Modem – Mobile Industry Awards
• European Leader in Procurement for Corporate Responsibility – ELP in Procurement Awards 2007
• Vodafone Human Resource team: Overall Winner – Personnel Today Awards 2007
More details: http://www.wheretowork.com/news/awards.asp?id=1443
Data Solutions
Voice Solutions
Services and Advanced Solutions
1
23
Why Vodafone? For our Solutions and Services for your business
Mobility – we can help you mobilise your people, and
your business
Time
ROI Return on Investment (e.g. productivity, efficiency gains)
Mobilising People Mobilising Processes
Many organisations find themselves at this point due to the perceived complexity
of mobilising processes
Mobile phonesfor senior
execs
Roll-out across organisation (voice & text)
Mobile email pilot
Deployment to senior
managers
Roll-out to keymobile
employees
Mobile access /
application pilot
Mobile access /
application roll-out
Multiple applicationdeployment
Why mobilise?
Why would I mobilise my workforce?In
cre
ase r
even
ue
Red
uce c
ost
Retaining staff
Attracting talent
Enhanced customer service
Increased productivity
Business continuity
Travel/Property
73% of Britons would be more likely to choose a business supplier that made its staff available outside normal working hours and more than 50% would pay extra for the privilege Source: Avaya
BT flexible workers are 20% more productive than their office based colleagues Source: BT Workstyle case study
73% of workers regard the ability to flexi-work as a deciding factor in choosing a new job Source: Microsoft
“Our competitive advantage depends on mobile products and services that support virtual teams. It means that being geographically dispersed or physically relocated from our office makes zero difference to our productivity.” Tina Southall, Sales Director, Northern Europe, Vodafone
Employee absence is down from 4.4 days to 3.3 days and staff turnover down from 16.5% to 10% as a result of flexible/mobile workingSource: Scottish Legal Aid Board
70% of staff in BT work flexibly and 13% are home based leading to savings of £500m on office costs
Our range of devices constantly evolves
Data Solutions – Mobility, ease of use, technology leadership
USB sticks and data cards
BlackBerry
Mob
ile
Em
ail
Exclusive
Mob
ile
Bro
ad
ban
dFix
ed
B
road
ban
d
Router USB adaptor
Others Satnav
Embedded Wireless router
BlackBerry
Windows Mobile
Mobile BroadbandHSDPA, HSUPA
Range of data bundles
Exclusive devices
Fixed Broadband for home or office
Netbook
Windows Mobile
Low cost email devices Other email
solutions
Cost Predictability
Exclusive
Data Solutions
22
Data Solutions
22
Vodafone offering: Dell Inspiron MiniName Dell Inspiron Mini
OS Windows XP
Processor Intel Atom 1.6GHz
Memory 1GB
Storage 8GB SSD (solid state drive – no moving parts)
Screen 8.9” SVGA
Embedded 7.2Mbps built-in mobile broadband
Connectivity
Bluetooth, WiFi, 3x USB ports, built-in memory card reader
Camera Webcam built into screen (0.3MP)
Software Microsoft Works 9 (productivity suite)
Battery life 3 hours
Weight 0.99kg
Colour Glossy black
Warranty Dell 2 year collect and return
Key features and benefits: Windows XP – you can install your normal office applications (the cheaper netbooks run Linux, which is
less compatible) Built-in mobile broadband – no separate modem required, less to carry and better battery life Built-in memory card reader – plug in an SD card to quickly increase storage space and quickly transfer files
between PCs Built-in webcam – allowing you to video chat with customers and colleagues when you’re on the go Fast start up – open the lid and start browsing, just close the lid to finish the session 3 hours battery life – go longer between recharges
Why its worth talking about the USB Modem Stick Pro
The new USB Modem Stick Pro is our premium, best in class modem and is ideal for business users
• Enables customers to make the most of our network with its enhanced receiver that improves speeds in poorer areas of coverage
• A future proofed device that is upgradeable to support upload speeds of 5.7mbps so customers don’t always need invest in new hardware
• A converged device that also contains a MicroSD slot so customers can also use the modem as a memory stick
NewNew
Unique in market
Unique in market
Introducing the exclusive Vodafone BlackBerry Storm
Introducing the new BlackBerry Storm
Purpose Built for Vodafone Customers:• The result of the strong partnership
between Research In Motion and Vodafone.
• A partnership with a mutual heritage of delivering innovative mobility solutions to businesses.
• Supporting more UK Enterprise BlackBerry customers than any other network.
The 1st Touch Screen BlackBerry• A device end users will love without
sacrificing the control and security that are crucial to businesses
• A BlackBerry that builds upon a tradition of mobile messaging excellence, with new features that open up a world of application possibilities and business benefits
A Touch of Class…
A new angle on typing:• In Landscape orientation users can enjoy
typing on a full QWERTY keyboard • In portrait orientation use the intuitive
SureType keyboard, familiar to BlackBerry Pearl users
Innovative click technology:• World’s first “Clickable” touch screen
allows for fast and accurate typing • Gives the sensation of pressing a real key • Supports all of BlackBerry’s Enterprise
class messaging services • Makes use of a physical click not a
mechanical vibration thus saving battery life
Incredible Versatility
Multimedia & Applications:• The BlackBerry Storm has a 3.25” high
definition display that opens up a world of possibilities for business applications and media support.
• Push media applications to your business users such as streamed video casts with corporate news via the BlackBerry Enterprise Server.
• Utilise the 3.2 Mp Digital camera with built in flash and image stabilization and/or the onboard GPS for potential location based services.
• Looking to encourage a healthy work life balance or attract and retain talented individuals? Unlock the Storm’s advanced media and social networking capabilities and offer them to end users.
And above all…
It’s a BlackBerry…which means you can:
• Benefit from Government/military levels of encryption and security- more accreditations than any other solution and not vulnerable to DNS attacks or malware.
• Use the BlackBerry Enterprise Server to fully control and manage the features you need from the BlackBerry Storm.
• Enjoy superior wireless performance with industry leading data efficiency which helps to prolong battery life.
• Deliver an enterprise class wireless experience to your end users with an intuitive and easy to use device experience
Vodafone Secure Remote Access
Visual indication of bearer network availability
Black = bearer available, Green = bearer connected
Progress indications during connection
End user messaging
and policy compliance indicators
Cost - Can You Afford Not To Mobilise?
IDC – “…Mobile professionals reported an average of 45 minutes of dead time per day..”
RIM – “….Remote access to email saves 53 minutes per day….”
Fujitsu – “…..Average payback for many mobile applications is between 4 to 6 months…”
Cisco – “…..Workers with mobile LAN access could save an average of up to 8 hours per week compared to those users restricted to fixed access….”
Points to ponder
• Have you reviewed how mobile technology is already being used and deployed within your business and why?
- Vodafone Northern Ireland Account Managers encourage our customers to review existing strategy at least every 3 months
• Have you formally considered what part mobility can play in achieving your overall business objectives?
- What solution best fits your needs? Vodafone Development Managers and Data Managers will advise on the best solution according to your own business requirements
• Win/win for all !– Increased productivity and profit for the business– Better service for the customer– More flexibility and empowerment for the employee
- Excellent demo’s at the Vodafone Stand
Thank You
Make the most of now