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The State of Mobile Communications Presentation for the American Gas Association and the Edison Electric Institute Customer Service Conference in Milwaukee, Wisconsin, April 12, 2010
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Mobile Information – Using Mobile Devices to Connect
with Your Consumers
© i2SMS – April 12th, 2010
Giff Gfroerer, Director i2SMS North Americawww.i2SMS.com [email protected]
*Presentational Copy Only – Sources Have Been Removed to Protect Proprietary Information– For Informational Purposes Only to Attendees of AGA Conference 2010.
The Future IS Mobile
5 Billion Mobile Subscribers 4 Billion Active Users of SMS (Text Messaging) 4.6 Billion Unique Users of Cell Phones Half the Planet Will Have a Camera Phone2 Billion Will Receive an Ad on Their Cell Phone1 Billion Will Vote by Cell Phone for TV Shows 400+ Million of the World's Internet Users Will Access the Web Solely Via Mobile Connection
© i2SMS, LLC. 404.944.1351 www.i2sms.com
By Year End 2010 on Earth:
The Future IS Mobile
1.8 Billion Nokia Phones in UseReaching 27% of the Total Population on Earth More Nokia Branded Phones in Use Than:
Nike SneakersLevis JeansMcDonald’s Burgers EatersCoca Cola Drinkers
© i2SMS, LLC. 404.944.1351 www.i2sms.com
WORLDWIDE Nokia Will Have:
The Future IS Mobile
Mobile Industry Will Ship its 10 Billionth PhoneBlackberry Will Pass 100 Millionth SmartPhone Apple Will Pass 50 Millionth SmartPhone Apple Will Pass 100 Millionth OS Including:
iPhoneiTouchiPodiPad
© i2SMS, LLC. 404.944.1351 www.i2sms.com
By Year End 2010 on Earth:
2.2 Billion Unique Holders of Bank Accounts
1.7 Billion Credit Card Holders
1.7 Billion PC Internet Users
1.6 Billion Television Sets
1.15 Billion Landline Phones
1.2 Billion Personal Computers
480 Million Total Circulation of Daily Newspapers Worldwide
Putting the Mobile Phone Into Global Context
Current World Population is 6.8 Billion
Cell Phone Subscribers: 4.6 Billion Almost 3 times the number of Internet Users
More than twice the number of credit card holders
3.4 Billion are unique users
© i2SMS, LLC. 404.944.1351 www.i2sms.com
Cell Phones in the United States
Current US Population: 306 Million
Cell Phone Subscribers: 285 Million
241 Million are Unique Users
80% of the US Population
Three times the number of iPods Worldwide
Cell Phones in the United States
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How Do Consumers Want to Be Communicated With?
Technologies Consumers Believe They Need Most
20021)Landline Phone2)Television3)Internet4)Cell Phone5)Email
2007 - 20091)Cell Phone2)Internet3)Television4)Landline Phone5)Email
© i2SMS, LLC. 404.944.1351 www.i2sms.com
Cell Only Homes
An additional 14.5 percent of U.S. households have landlines but get all or nearly all calls on their cells, the survey showed. Taken together, that means well Over One Third of all US Households are essentially reachable only on their wireless phones.
24% of U.S. homes, or 1/4, are now cell only.
© i2SMS, LLC. 404.944.1351 www.i2sms.com
Technology Follows our Youth
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U.S. Kids Spend Close to an Hour a Day Consuming Mobile Media
66% of Young People ages 8 to 18 now own mobile handsets
56% of Children between the ages of 10 & 14 already have their own cell phones
Young People in the US now spend 49 minutes each day listening to music, playing games and watching video content on their mobile phones
Teens in grades 7 to 12 now spend an average of 95 minutes per day sending or receiving text messages
Mobile Internet Access
Mobile phones will overtake PCs as the dominant web access device worldwide by 2013
The total number of PCs in use should top 1.78 billion units in 2013 versus the combined installed base of smart phones and browser-equipped enhanced phones will exceed 1.82 billion units
© i2SMS, LLC. 404.944.1351 www.i2sms.com
Forecasts Mobile Web Access Will Surpass PCs by 2013
Mobile Internet Access
© i2SMS, LLC. 404.944.1351 www.i2sms.com
Mobile Internet Access
© i2SMS, LLC. 404.944.1351 www.i2sms.com
Mobile Internet Access
© i2SMS, LLC. 404.944.1351 www.i2sms.com
CRM and Mobile Access
“Although email has been the first mover among mobile applications, it is not viewed as the most strategic application for mobility. Survey respondents indicate that CRM and service-and-support applications, as well as mobile access to productivity suites, are seen as more strategically important to their businesses.” -
33% of Email Addresses Change on a Yearly Basis – Significant Contact Information is Incorrect
* Blackberry Worldwide User Base = 58.5 Million / 1.3%•iPhone Worldwide User Base = 43 Million / 0.93%
© i2SMS, LLC. 404.944.1351 www.i2sms.com
65% of Americans Text Message
4 Billion People Worldwide have embraced Texting out of 4.6 Billion
© i2SMS, LLC. 404.944.1351 www.i2sms.com
Mobile Messaging Rev's worldwide will grow to $233 billion by 2014, up from $150 billion in 2009. SMS traffic exceeded 5 Trillion messages in 2009
SMS (Short Message Service)
Over the Past two years text messages sent and received have increased by a staggering 650%.
© i2SMS, LLC. 404.944.1351 www.i2sms.com
The Mobile Experience Is:
96% of Americans Take Their Cell Phones Everywhere They Go
44% of Americans Take Their Cell Phones to Bed With Them
94% of Messages Are Read
SMS Messages Are Read
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Messages are Read Within 5 Minutes and Responded to Within 15 minutes on Average
SMS Is Imbued With a Sense of Immediacy
SMS Responded to Within 15 Minutes
SMS Opened Within 5 Minutes
Time To Open Emails and
Respond to in minutes
© i2SMS, LLC. 404.944.1351 www.i2sms.com
Mobile Messaging is Huge
Mobile Messaging Revenues Are Larger Than:
All of HollywoodThe Radio Industry All Videogaming & The Worldwide Music Industries
…..COMBINED!
© i2SMS, LLC. 404.944.1351 www.i2sms.com
Mobile messaging revenues 2009 = $153 billion
Mobile CRM
A 2008 Aberdeen study found that 80% of best-in-class call centers are leveraging text messaging, and also concluded that there is a marked difference in adoption in non-best-in-class organizations which are not taking advantage of an opportunity to add cost effective touch point between a given company’s expert resources and their customers through the use of text messaging.
© i2SMS, LLC. 404.944.1351 www.i2sms.com
Channel Cost & Risk Dynamics for Customer Care
High
Low
Rel
ativ
e C
ost
Per
Tra
nsa
ctio
n
Effectiveness of ChannelHigh
Low Risk
High Risk
© i2SMS, LLC. 404.944.1351 www.i2sms.com
How Does SMS Work?
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SMS 2-Way Notifications
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Web Sign-Up For SMS Services
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Proactive Outage or Emergency SMS Alerts
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Bill Presentments
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Notification of Bill DueIn 5 Days
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Notification That A Payment Was Received
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Mobile Advertising?
60% of Non-Mobile Marketers are Planning to Employ Some Form of Mobile Advertising in 2010 with 31% spending between $100k-$250k
© i2SMS, LLC. 404.944.1351 www.i2sms.com
Smart Phones
In 2009 only 175m of 1.13b phones shipped were smart phones. By 2014 800 million of 1.6 billion phones shipped will be smart phones, or one half of the market!
© i2SMS, LLC. 404.944.1351 www.i2sms.com
Mobile Applications Just Do
© i2SMS, LLC. 404.944.1351 www.i2sms.com
Stats on Mobile Apps:Over 100 million iPhone/iTouch applications, 20 million Android applications and 400,000 Blackberry applications are downloaded each month
Approaching 4 Billion Apple Application Downloads
70% of Fortune 100 companies are actively piloting or deploying iPhones, and 50% of the FTSE 100
How Do Consumers Want to Be Communicated With?
Why We Hear About Apple All The Time
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Mobile applications work…
© i2SMS, LLC. 404.944.1351 www.i2sms.com
Why Should You Have a Mobile Application or Web Site?
80% of US-based mobile sites receive traffic from three of the seven major regions of the world — North America, South America, Europe, Asia, Africa, the Middle East and Oceania — with 72% of US-based mobile apps reaching an audience in four or more regions.
Tablets and the Future
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What Will Tablets Bring?
YouTube Sports Illustrated Tablet Demo
Virtual Shopping made easy
MS WinMo 7 and the Enterprise!
Steve Jobs - iPad
Steve Ballmer - Vision
What is FTEU?(Free To The End User)
© i2SMS, LLC. 404.944.1351 www.i2sms.com
Free To The End User:Allows a utility to send text messages to a customer’s mobile devices without having the message be charged to the customer’s phone bill or data plan
Cell Phone Companies like AT&T and TMobile charge the SENDER for the message, not the receiver, at an increased fee to the Sender
Complies with the Public Utility Commission’s guidelines for not charging customers for interaction
1)Customer Receives Disconnect Warning Letter or Message on Statement
2)Customer Receives Predictive Dialer Message About Past Due Balance
3)Customer Receives Text Message Notification of Disconnect
4)Customer Receives Door Hanger Notification
5)Power Is Disconnected for Non-Payment
Disconnect Notification Process
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The Steps to Disconnect
Messages Sent to Delinquent Customers Where Disconnection is Imminent if Payment Not Received
Messages Sent after Predictive Dialer Message Left About Past Due Balance and One Day Before Door Hanger Notification is Placed
Customer Must Have Valid Cell Phone Number, Carrier Must Allow FTEU, Note Added to Customer’s Account For CSR agents
Why Use FTEU? Ask!
Low Cost – High Response
Pilot:
© i2SMS, LLC. 404.944.1351 www.i2sms.com
52,608 Successful Text Messages Sent Between 9/12/2008 and 2/1/2009
Prevented 12,618 Truck Rolls to Disconnect Power as Customers Called Within One Day to pay. Only 861 asked not to be contacted this way out of 52,608 msgs.
Customer Must Have Valid Cell Phone Number, Carrier Must Allow FTEU, Note Added to Customer’s Account
24% Response Rate
Why Use FTEU?
Low Cost – High R.O.I.
Results:
© i2SMS, LLC. 404.944.1351 www.i2sms.com
10 months times $1000 per month = $10,000
101,521 Messages Sent times $0.12/msg. = $12,183
Total Cost for 10 months = $22,183
25,180 Payments Received Within One Day of Messages Sent; Cost Savings by NOT Having to Send Truck To Perform Physical Disconnect: 25,180 x $42.22* Avg. Disconnect= $1,063,100
Total Savings: $1,063,100 - $22,183 =
$1,040,917.00
Potential/Real Cost Savings
Low Cost – High R.O.I.
© i2SMS, LLC. 404.944.1351 www.i2sms.com
2008 - Mobile is going to be the next big Internet phenomenon. It holds the key to greater access for everyone - with all the benefits that entails.
2010 - Local Services are "hugely important" to the future of the mobile user experience…
What Does Google Think?
© i2SMS, LLC. 404.944.1351 www.i2sms.com
-Eric Schmidt, CEO of Google
What We Do Well!: Mobile Consulting Mobile Messaging Mobile Applications Mobile Web Sites Mobile CRM Mobile Bill Payments
i2SMS – Mobile Since 2001
© i2SMS, LLC. 404.944.1351 www.i2sms.com
Customers Include: Entergy, Philadelphia Electric Co., Equifax, Toyota, Nokia, Kaiser Permanente, & The USDA