Deploying an innovative, interactive platform for customers

Paul Higgins, Director of Marketing, TalkTalk BusinessJonathan Seal, Director of Strategy, Mando Group

Deploying an innovative, interactive platform for customers

Customer Self-serve portal and user-experience enhancements through Windows Azure and Windows 8

Paul Higgins Director of MarketingTalkTalk Business

Jonathan Seal Director of StrategyMando Group@jay_seal

PartnersCompetitors

SOHO

SME

Mid Market

Enterprise

Competitive Environment

Resellers - 682

Integrators - 18

ISPs - 25

Carriers - 8

Value For Money• Provision of £10 business

broadband• Ethernet pricing in the

Partner market

Product Innovation• On-Net SIP & ISDN30 • 30% cheaper than

competition• FTTC – only alternative to

BTW

Service Quality• 6 Hour Fix on Fibre products• CESG 2-2-4 level• Carrier / Enterprise grade

service model

Reach• 93% coverage• More EFM/EAD exchanges

than competition

Our Competitive Advantage

Customer Centric

Approach

Develop a best-in-class account

management user experience

Deliver business requirements and customer

benefit statements

Integrate disparate

systems into a single interface

Our Ambition

The Case for Apps

Engage Simplify Grow

UNDERSTANDING PEOPLELOVING TECHNOLOGY

UNDERSTANDING PEOPLELOVING TECHNOLOGY

Market

CSAT

Costs

UNDERSTANDING PEOPLELOVING TECHNOLOGY

The Challenge

“The best interface is no interface at all”

+ = ?

Screens, ‘tribes’ and devices

Push notifications• Changing user needs & expectations• Form factor optimisation• Exploiting device features• ‘Tribal’ considerations

• Fully featured desktop portal

My notifications

(provisioning, new

offers etc)

My current bill & due

date

Usage so far this

month

(and so on…)

Architecting for rapid delivery & scale

TTB Systems

Web Services Web Portal

SQL Database

Azure Cloud Service

Windows Phone 8

iPhone, Android et al

Push notifications User & Account data

Windows Azure Mobile Services

UNDERSTANDING PEOPLELOVING TECHNOLOGY

Learning for the future

Learn & Adapt

Revenue Overhead Churn