Vivendi Se · EURONEXT:VIV
Vivendi — SFR — Investor Presentation (November 2009)
30 slides from Vivendi's investor presentation, Nov 20, 2009
Slide 1: Analysts presentation
Analysts presentation November 20th, 2009 Jean-Marc Tassetto Senior Executive V.P. Brand, Marketing, Consumer
Slide 2: Agenda
Agenda Premium brand Anti-churn Open innovation 2
Slide 3: Our ambition
Our ambition To become the global operator, champion of client satisfaction 3
Slide 4: Customer service at the core of the Neufbox by SFR proposition
Customer service at the core of the Neufbox by SFR proposition ALL SFR SERVICES Internet Guaranteed installation HD TV 48H assistance Fixed Telephony Back-up 3G+ key made Music available if necessary 800 Espace SFR in France Personalized assistance 4
Slide 5: Video: Box installation
Video: Box installation SFR
Slide 6: Le Pacte SFR: umbrella brand of relational initiatives at SFR
Le Pacte SFR: umbrella brand of relational initiatives at SFR A program rewarding mobile and ADSL customer loyalty Gifts and free services without obligations A customized program available at www.lepactesfr.fr 4 strong engagements by SFR 6
Slide 7: Le Pacte
Le Pacte 1 2 3 October 3, 2008 June 9, 2009 Le Pacte SFR « pour tous » March 2, 2009 Le Pacte ADSL Le Pacte SFR Pro 4 June 17, 2009 Le Pacte Premium 2,1 million subscribers (mobile & ADSL) 2/3 awareness among mobile customers Effective image building strategy « Inspires trust » « Gives me the feelin
Slide 8: Video: Pacte
Video: Pacte SFR
Slide 9: Building on our base of 25M customers
Building on our base of 25M customers Price discount and bonuses for Proximity with our customers our customers « The more you top up the more you gain » 9
Slide 10: Agenda
Agenda Premium brand Anti-churn Open innovation 10
Slide 11: Anti-churn program: shifting business model from acquisition to retention
In early 2008, we launched a company wide anti-churn program to shift our business model from acquisition to retention Mobile Shifting SFR’s Business Model from Acquisition to retention 1 2 3 4 5 6 7 8 Retention Platform Loyalty & handset Renewal Program Direct marketing Below The Line experience &
Slide 12: Postpaid churn
Postpaid churn Mobile Postpaid churn Key levers and indicators (12-month rolling) Tariff plan migrations 1 Upward migrations activated on every channel front line / web / stores 20% -3.4 pts Communication on upward migrations with a single brand 15% & single special offer: Tremplin +75% upward migra
Slide 13: A similar program has been implemented on ADSL customer base
A similar program has been implemented on ADSL customer base ADSL ADSL churn reduction 1 2 3 4 5 Migrations to Proactive Reactive Neufbox de Root cause Offer retention retention SFR and quality Key building block Datamining and segmentation (risk / value) 13
Slide 14: ADSL churn
ADSL churn ADSL ADSL churn Key levers and indicators (annualized semester churn) 25% Proactive retention 1 20% -5.3 pts Set up of an industrialized process to proactively call customers at risk: 600k contacts since September 2008 15% 10% 19.6% 14.3% Reactive retention 2 5% “Hot” retention: customers
Slide 15: CRM expertise, organisation and tools at the center of anti-churn program
Customer Relationship Management expertise, organisation and tools at the center of our anti-churn program Know our customers J Get qualification data Predict their churn appetency J Develop scoring model for customer appetency to switch operator Increase the efficiency of marketing campaigns J Defi
Slide 16: New boosters to accelerate mobile revenue growth
New boosters to accelerate mobile revenue growth Accelerate mobile revenue growth Manage customer value Increase customer ARPU 1 2 4 5 6 7 8 9 3 10 11 12 Aggressive conquest in Retention & distribution Equipment options and Unpaid bills / collection Customer experience renewal programs campaigns Dir
Slide 17: Agenda
Agenda Premium brand Anti-churn Open innovation 17
Slide 18: High value plans for all segments
High value plans for all segments SFR HV offers Essentiel Illimythics 3G+ llimythics 3G+ Full Internet Illimythics Pro Target 30-60 19-30 Mobile experts PRO Voice Voice / SMS Internet emails WiFi Customer needs Voice Internet emails TV & Surf TV Texto MMS… International calls Christmas 1H tariff pla
Slide 19: Illimythics 3G+ Full Internet Plan
Illimythics 3G+ Full Internet Plan Illimythics 3G+ Full Internet 24/24 UNLIMITED calls to 3 SFR mobile numbers or Twice more time to all operators from 6pm to 8am and week-end 1H 44.40€/month Christmas only 39.90€/month or Voice advantages UNLIMITED calls to all operators from 9:30 to midnight (from
Slide 20: Enriched proposition for fixed and mobile high value customers with WiFi hotspots
Enriched proposition for our fixed and mobile high value customers with over 2 million WiFi hotspots SFR’s dual SSID approach allows Mobile Customer benefit thanks to high density of Broadband and smartphone WiFi access Neufbox Private WiFi Public WiFi SSID SSID Full Internet Mobile customers and MB
Slide 21: Smartphones applications: 1 million downloads
Smartphones applications: 1 million downloads SFR TV V2 (Full Internet) SFR WiFi (Full Internet) VVM (Full Internet) Find&Go Site Mobile SFR Music V2 iPhone 8 SFR applications SFR Mon Compte SFR WiFi Find&Go GPhone 7 SFR applications Arles 2009 Blackberry 1 SFR application Estuaires 21
Slide 22: Devices
Devices Windows phone Keyboard for the mass A large range of First Windows 7 3G+ market smartphones embedded netbook Samsung Omnia II Blackberry Gemini Curve 8520 Blackberry Storm 2 9520 EeePC 1008 129€ 49€ 1€ 149€ 49€ 299€ Find&Go LG GM 750 MTV 4.0 and more 1€ 1€ Mobile devices strongly associated
Slide 23: Mobile broadband offer portfolio covering all needs
Mobile broadband offer portfolio covering all needs and benefiting SFR clients Occasional The youth Internet users with with valuable enthusiasts loyal limited budget heavy use to their operator Unlimited WE Tariffs for all 24/7 unlimited Box + key Adjustable + evening Prepaid customers 39.90€ 10€ 3
Slide 24: Entrepreneur Pack
« Entrepreneur Pack » a complete broadband, fixed and mobile telephony bundle Internet and fixed Business day Mobile Internet All SFR Service telephony unlimited mobile telephony 24
Slide 25: Open innovation to reach out to all our customers
Open innovation to reach out to all our customers A simple and robust Specific tariff plans adapted to Optional 24/24 mobile handset seniors health assistance To ease the use of your To call your family and be reached To access health information or get mobile anytime assistance wherever you are In
Slide 26: Give customers a large choice of services: SFR TV/VoD offer
Give customers a large choice of services: SFR TV/VoD offer FIXED MOBILE Included Included + 150 channels + 20 channels included pour les included Included Included in Illimythics 3G+ and Full Internet plans + 35 € From 23.90€ + 30 channels included in forfaits Canal+ Canal+ I/G Phone (MTV & AB) 15
Slide 27: Catch-up and VoD
Catch-up and VoD Aug. 4th 2009: Launch of catch-up TV, M6 Replay. Strong adoption: M6Replay used by 15% of IPTV customers. Oct. 6th 2009: Launch of catch-up TV, Canal à la demande. Strong adoption: Canal à la demande used by 30% of Canal IPTV subscribers. Oct. 2009: Launch of new interface of Dailym
Slide 28: Video: Dailymotion
Video: Dailymotion SFR 28
Slide 29: SFR live concerts on all screens
SFR live concerts on all screens Channel 80 PHOENIX – The best of THE TING TINGS – The best of Mobile BEN HARPER – The best of FRANZ FERDINAND – Le Concert Web: www.live- concert.sfr.fr 29
Slide 30: SFR Et le monde est a vous.
S F R Et le monde est a vous. - 30