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Friday, May 24, 2019
Vip mobile’s
Digital Transformation Storyby
Dejan Turk
> The youngest mobile operator in Serbia setting new standards on telecommunication market
> The biggest Greenfield investment in Serbia to-date, with so far invested EUR 977 million
> Provider of cutting edge mobile communication, digital, data and IT services and solutions
> Over 1,000 experts aiming to provide the best experience to 2.2 million customers
> 24.2% market share and EUR 249 million revenues in 2018
> One of the most gender sensitive companies in Serbia
> The very first Family Friendly company in Serbia
> Trustful partner and a driver of positive changes in the society and environmental activism
ABOUT VIP MOBILE
> Member of A1 Telekom Austria Group
> One of the leading convergent communication
providers in Central and Eastern Europe.
> Our 18,000 employees deliver products and
services of voice telephony, broadband Internet,
multimedia services, data and IT solutions,
wholesale as well as m-payment solutions for more
than 24 million customers
> We are convergent in 6 out of 7 countries and offer
cloud and ICT-services in Germany and Switzerland
> We are an European unit of América Móvil, one of
the largest wireless services providers in the world
ABOUT VIP MOBILE
WE LIVE AND WORK IN DIGITALIZED WORLD AND NEED TO SUPPORT IT
> 500 million tweets are sent
> 294 billion emails are sent
> 4 petabytes of data are created on Facebook
> 4 terabytes of data are created from each connected car
> 65 billion messages are sent on WhatsApp
> 5 billion searches are made
> Telco is already living digital life, but needs to adopt and support the rise of digital needs of the
customers and the impact that digitalization brings along to the network
EMPOWERING DIGITAL LIFE
> It means the business, mindset and organizational TRANSFORMATION
> Integration of digital technology into all areas of a business resulting in fundamental
changes to how businesses operate and how we deliver value to customers
> It's a cultural change that requires organizations to:
• challenge the status quo,
• experiment often, and
• get comfortable with failure
> Walking away from long-standing traditional business processes
> New practices that are still being defined
Friday, May 24, 2019Page 6
FROM TRADITIONAL TELCO TO DIGITAL SERVICE PROVIDER
Traditional Telco can transform today into:
> Digital service provider
> Business cloud service provider or
> Data broker…
Vip mobile has been working on empowering digital life
for its customers:
> Smart home solutions
> IoT technologies development
> Services for B2B customers
> Children protection (Decija zona) application
> mWallet
> ChatBot
LEGACY VS. AGILITY IN TELCO
Transformation of business processes:
> Billing and charging operations (OneBSS)
> Omnichannel communication with
customers
> Agile way of work
Digital transformation elements that are often
cited in organizations:
> Customer experience
> Operational agility
> Culture and leadership
> Workforce enablement
> Digital technology integration
ORGANIZATION TRANSFORMATION
Friday, May 24, 2019Page 9
> In order to be more digital, organizations need to be:
• More adaptable and agile
• Customer centric
• Attractive for their employees
> According to Serbian CEOs, technology will have great
impact on future jobs and organizations
… AND CHANGE FROM OUR DNA
Product Relationship
Communication
IN TERNAL
M INDSET
MANAGEMENT TRANSFORMATION
MANAGEMENT TRANSFORMATION
THE BIGGEST CHALLENGES OF DIGITAL TRANSFORMATION
> Transforming the traditional SPAGHETTI organization to the digital one
> Resistance to change in organizations
> Understanding the customers in digital times
Friday, May 24, 2019Page 13
IT’S LIKE THE REMOUNT OF THE AIRPLANE WHILE FLYING
Friday, May 24, 2019Page 14
Because…
We need to change business processes,
Different systems,
Functions,
Platforms and
Combine them into one UNIQUE DIGITAL SYSTEM,
While…
Continuously providing our customers with THE BEST
quality services and products.
QUESTIONS
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