Upload
sushrut-sawant
View
429
Download
3
Embed Size (px)
Citation preview
Vittorio Colao / Pietro GuindaniSEMEA Regional CEO / SEMEA Regional CFO
AgendaWelcome
Vodafone ItalyQ&A Vodafone Italy
Industry overviewVodafone’s prioritiesFinancial outlookQ&A
Arun SarinChief Executive, Vodafone Group Plc
Arun Sarin
Milan, 12 September 2003
Vodafone achievements and challenges in Italy
Vittorio Colao, SEMEA Regional CEO
Pietro Guindani, SEMEA Regional CFO
This presentation is being made only to, and is directed at (a) persons who have professional experience in matters relating to investments falling within Article 19(1) of the Financial Services and Markets Act 2000 (Financial Promotion) Order 2001 and (b) persons to whom it may otherwise lawfully be communicated (together "relevant persons"). Any person who is not a relevant person should not act or rely on this presentation or any of its contents.
Contents
“Vodafone’s challenges in Italy”:Market evolution and competitive environment
“Vodafone’s achievements in Italy”:Summary of Results
“How we delight our customers”:Commercial and Operating Strategy
Italian Market penetration has reached 98% in June 03
Italian mobile market overview
Source: Internal Vodafone data
10,000
20,000
30,000
40,000
50,000
60,000
1998 1999 2000 2001 2002 Jun-03
EOP KPenetration as a % of
population
37%
54%
75%
91%95% 98%
EOP Market Share
36%
47%
17%
Vodafone
TIM
WINDBLU
We want to be the operator of choice for the most valuable customer segments, through:
How we compete: positioning & strategy
Group strategy . . . in Italy
Customer driven Innovation: Innovations that really simplify professional life or add pleasure to daily life
Superior level of service quality and reliability
Excellence in caring and relationshipExtend service differentiation, investing in delivering Vodafone branded, easy to use, customer propositions for mobile, voice and data
Grow voice and data revenues through an increased marketing focus
Extend operational leadership of the industry through maximising the benefits of scale and scope
Competitive positioning
CUST. ORIENTATION
INN
OVA
TIO
N
Standard /low service
Low
High touch
At the leading
edgeTraditional Italian leader: reliable, conveying a feeling of security.
Innovative player, strong brand awareness through “videocompany” claims.
The affordable operator that provides low end tariffs.
TIM and Vodafone co-leaders with differentiated market perception
ProfessionalSelf-employed (often SOHO). Use the mobile for professional use.
Key consumer segments
Socialising is top of their agenda. Mobile is for fun, they want to be at the leading edge in life and with technology.
Young people; students or not employedUse mobile to be always in touch with their community. Mobile is a personal statement.
“Functional” attitude to mobile mainly for voice and basic VAS: it is a “problem solver”, do not use it for lengthy/emotional communication. (scared of cost)
Young
Teens
Voice-only users, infrequent personal use. Older age, more likely to be womenMain need is safety, reachability and dependability
Adult
Mature
Segment Definition Value
H
H
M
M
L
Vodafone stronger on Young, Adults and Professionals
Rest of Market
39% 41% 37% 38%25%
61% 59% 63% 62%75%
Professional Young Teens Adult Mature
Avg VFMarket Share
36%
Vodafone AverageMarket Share
36%
Successful migration to the Vodafone global brandEnrichment of original brand equity & values
FERRARI
ROAMINGMMS
LIVE
I FEEL VODAFONE OMNITEL
Joie de vivre
Can-do
Innovative
EmpatheticDependable
Pag. 1
Pricing and promotional strategy
Stabilise price levels, with use of price only as a promotional lever (e.g. Summer Card)
Develop powerful usage stimulation across the board through segmented activities
Services that stimulate usage (“Call me”, call-back on busy)
OccasionOccasion--based marketingbased marketing initiatives that take advantage of relevant events in the lives of our customers (Valentine’s, Summer, Back to school, etc.) to increase usage
Target new high value customershigh value customers
Pricing progressively more attractivePricing progressively more attractive for high usage/value customers (volume rebates, etc..)
Distribution channels strategy
From . . . . . . To
Focus on customer acquisitions
Compensation based on upfrontremuneration
No monitoring of quality of service delivered
Focus on quality acquisition andcustomer base value management
Compensation based on upfront plus a variable portion depending on value to Vodafone
Close control of dealer activities throughKPI monitoring: ARPU, zero traffic…. Mystery Shopping Programme
Change in distribution structure
Vodafone One Shops build and enhance an exclusive relationship between Vodafone andits customers:
Creation of Vodafone One “operationally controlled channel” . . . ~800 new Mono-Branded stores (Franchising light contracts) on top of current 20 Vodafone “flagship” stores
�Information point
�Demo new services
�Assistance point
�Redemption of rewards
Channel compensation strategyDealer compensation reduction
Reduction in up-front fees, while dealer incentives (variable based on results) slightly increase
Radical shift in dealer incentives from quantity (new add target) to quality (ARPU generated by new SIMs)
Dealer compensation per Gross Add
Dealer incentives
Mar 02-03 03-04E
-25%
Up-front commissions
~15 Eur
~ 11 Eur
SACs Breakdown Mar 02-03
Connection FeesEquipment
Margin
Dealer Compensation
(15)
(7)3
Eur
Contents
“Vodafone’s challenges in Italy”:Market evolution and competitive environment
“Vodafone’s achievements in Italy”:Summary of Results
“How we delight our customers”:Commercial and Operating Strategy
Summary of results
Vodafone market performance in Italy
Service revenues and ARPU highlights
Data revenues and ARPU
Redeployment of resources: SRCs versus SACs
OPEX and CAPEX trends
EBITDA and Net Operating Cash Flow
Vodafone performance on customer focus
Vodafone strengths in Italy:
Customer Satisfaction Index ( 0-100)CustomerCustomerCustomerCustomerCustomerCustomer Satisfaction Index ( 0 – 100 )
Customer Care
Brand
Commercial offeralways interesting & competitive
VF
COMP.1
COMP.2
Vodafone
COMP.1
COMP.2
100
may-01jul-01
sep-01nov-01
jan-02mar-02
jun-02sep-02
dec-02jan-03
mar-03
713,0002,460,000
6,190,000
10,418,00
14,919,000
17,426,000
19,590,00019,412,000
dec-96 dec-97 dec-98 dec-99 dec-00 dec-01 mar-03 jun-03
Vodafone market performance in ItalyContinued growth of EOP customer base . . .
EOP (SIMs)
11% 21% 30% 34% 35% 34% 36% 36%Marketshare
Service revenues
Vodafone Service Revenues market share consistently grows
Solid Service Rev. double digit growth
Share On Revenues vs Mkt Leader
Service Revenues: YoY Growth Rate
14.3%11.3%12.1%
10.8%11.2%
16.9%
20.3%21.6%
26.4%
21.2%
8.5%8.1%8.7%9.2%6.4%1.5%
4.5%
8.2%8.5%10.6%
0%
5%
10%
15%
20%
25%
30%
mar-01 jun-01 sep-01 dec-01 mar-02 jun-02 sep-02 dec-02 mar-03 jun-03
TIM
71% 72%75% 73% 72%
74%77% 77%
60%
65%
70%
75%
80%
85%
90%
sep-01 dec-01 mar-02 jun-02 sep-02 dec-02 mar-03 jun-03
14.3%
11.3%12.1%
8.5%8.1%
8.7%
6%7%8%9%
10%11%12%13%14%15%
dec-02 mar-03 jun-03
TIM
Vodafone
Vodafone
% M
arke
t Lea
der
Rev
enue
s
ARPUVodafone consistently shows higher than competition ARPU growth . . .
(1) - Vodafone ARPU does not include Visitors,consistent with TIM’s ARPU calculation
ARPU Growth rate (YoY)
-2.8% -3.7%
2.5%2.7%
-6.5%
-4.8%-2.1%
0.0%
3.9%
4.0%
-13.1%
-8.5%
-3.5%
6.0%
0.3%1.0% 1.2%
4.1%
3.9%
4.1%
-15.0%
-10.0%
-5.0%
0.0%
5.0%
mar-01 jun-01 sep-01 dec-01 mar-02 jun-02 sep-02 dec-02 mar-03 jun-03
TIM
(1)
Vodafone
51
57
FY 01-02 FY 02-03
+ 12%-8%
6.9%7.5%
may-02 may-03
Usage growth: higher quality of new adds
change in compensation
structure
First year traffic of New Prepaid Adds Inactive SIMs
Monthly outgoing minutes per user 3 month Zero traffic (OUT+IN+VAS)% of CB
. . . thanks to shift towards dealers compensation plans based on new adds long term value . . . positive effect on double SIMs & “fake” activations
Data RevenuesVodafone data ARPU outperforming competition, enhancing contributionto Service Revenues
(1) Vodafone ARPU does not include Visitors consistent with TIM’s ARPU calculation
(2) Vodafone Data Revenues do not include Visitors, consistent with TIM’s data revenue calculation
Data revenues as a % of Serv. Rev.
11.9%12.4%11.5%
10.4%10.0%10.3%9.3%
8.2%7.3%7.0%
10.6%11.1%
10.3%
8.8%8.0%
8.7%7.5%7.1%
6.1%6.1%
2%
4%
6%
8%
10%
12%
14%
Vodafone
TIM
3.43.3
3.22.8
2.82.62.4
2.01.9
3.6
3.03.0
2.72.32.3
2.12.11.81.8
3.11
1.0
1.5
2.0
2.5
3.0
3.5
4.0
mar-01 jun-01 sep-01dec-01mar-02 jun-02 sep-02 dec-02mar-03 jun-03
Vodafone
TIM
ARPU DATA(1) (2)
mar-01 jun-01 sep-01dec-01mar-02 jun-02 sep-02 dec-02mar-03 jun-03
Redeployment of resources: SRCs versus SACsMix of commercial costs dramatically re-focused from Acquisition to loyalty management . . .
SACs & SRCs as % of Serv. Revenues
FY 00/01 FY 01/02 FY 02/03
5.7% 4.8% 3.5%
Acquisition Costs (SACs) Retention Costs (SRCs)
125
181
240
25
35
37
50
100
150
200
250
300
FY 00-01 FY 01-02 FY 02-03 23
30
37
44EurMM Eur/GA
FY 00-01 FY 01-02 FY 02-03
91 95
30
5.4 5.1
2.2
20
60
100
140
2
4
6
EurMM Eur/sub
OPEX & CAPEX
Opex as % of Serv. Revenues Capex as % of Serv. Revenues
Decreasing as % of revenues but…
…strong volumes required to support growth
Continuously decreasing weight on revenues
with absolute growth below revenue trend
20%22%
24%
19%
21%
23%
25%
FY 00-01 FY 01-02 FY 02-03
24% 21%17%
5%
15%
25%
FY 00-01 FY 01-02 FY 02-03
EBITDA & Net Operating Cash Flow
EBITDA & EBITDA Margin Cash Flow – Abs Value & % of Rev
1) Ebitda less Tangible additions – FY 00-01 excludes UMTS Licence
42%
41%
24%
22%
% of Rev
1.6
1.1
2.3
26.5%
33.3%
21.6%
0.5
1.0
1.5
2.0
2.5
FY 00-01 FY 01-02 FY 02-0312%
22%
32%
42%Eur B % of Rev
2.8
3.4
2.3
43.0%
49.6%
46.2%
1.0
2.0
3.0
4.0
FY 00-01 FY 01-02 FY 02-03
42%
46%
50%
Eur B
(1)
24%
YoY Growth
(1)
Contents
“Vodafone’s challenges in Italy”:Market evolution and competitive environment
“Vodafone’s achievements in Italy”:Summary of Results
“How we delight our customers”:Commercial and Operating Strategy
Increase market share by proposing new services that improve productivity
Segment Marketing Plan
Professional
Young Attain overall leadership through occasion based marketing and innovative services
Increase market share by enabling budget managementand facilitating group interactionsTeens
Consolidate results and focus on usage increase with occasion based marketing and by facilitating family communication
Adult
Increase value of existing customer base by promoting more frequent/ natural usage (lift emotional barriers)Mature
Segment Strategy
Professional BisInnovative proposition allowing customers 2 SIMs with same number:
In the carIn the PDAAs a back-up
Voice: Continuous innovation to stimulate usage
Young Alter EgoInnovative proposition allowing customer1 Sim with 2 different numbers:
1 personal number and 1 professional 1 for everyone and 1 for a special person1 for the Boss and 1 for anyone else
Teens
111 For Me
Collect call to the receiver (father, mother, etc) both on fixed line and Vodafone Italy numbersOnly way to call if you have no credit
Collect call from abroad
Collect call to the receiver (father, mother, etc) from anywhere in the worldOnly way to call if you have no credit
Multiparty
Conference call with other Vodafone Italy customersEvery participant shares the cost: low cost per person, but high revenue per call
Voice: Continuous innovation to stimulate usage
23.68
24.63
Voice: Continuous innovation to stimulate usage
Adult
YouForMe
Permanent reverse charging to the father/ mother, etc to allow children to call without using prepaid credit
Summer Card
Credit back of all traffic (to Vodafone Italy and fixed line) generated in 1 month with payment of activation fee
Pag. 2
Consumer: Overall DATA services portfolio
SMS retention and network stimulation SMS CB initiatives + education
SMS occasions: voting, interaction TV, charity, ….
MMS
Community and chat
Vodafone Mail
Gaming and entertainment
Info-mobility services
News, sport, weather, horoscope…
Vodafone Mobile Connect Card
Vodafone PDA
Messaging
Content Services
Access
Voice / 412
SMS
Teens Professional Adult MatureYoung
Vodafone live!
Vodafone live!
Vodafone live!
Vodafone live!
Vodafone live!
Vodafone live!
SMS retention and network stimulation
SMS
SMS
= type of service Italic = way the service is delivered
Vodafone live!Communication with more than just words: a world of colour, sound and fun to share the things that excite you with those that matter to you
Icon based portalIntegrated camera handsetsMMS, games, polyphonic ring tones
Data: Continuous innovation to promote occasions of use
Vodafone Mobile Connect CardVodafone leading solution to provide fast and easy-to-use PC access to the internet
E-mailWeb browsing / access to corporate LAN
Professional
Young
Pag. 3
Business: Overall services portfolio
Consumerservices
Business services
SpecialProjects
Corporate MobileSolutions*
Access ApplicationsDevices
MMS
Access Packages
SMS
Vodafone Connect Card (2.5 G, Wlan, 3G)
Vodafone PDAMulti Messenger
Vodafone Mail
Connected by Vodafone (OEM)
Vodafone Dashboard(2.5 G, Wlan, 3G)
* - Hand Office: mail + PIMS, Salesforce Automation, Workforce Automation
Top/Int’l Acc
MLA
SME
CRM and campaign management
3
12
HIGH VALUE CUSTOMERS
4
5
6
MEDIUM-LOW VALUE
CUSTOMERS
Value based CRM resource allocation
Value Band 2 Value Band 3 Value Band 4 Value Band 5Value Band 1 Value Band 2 Value Band 3 Value Band 4 Value Band 5
Value based segmentation
2x AverageCustomer Value
0.4x AverageCustomer Value
ARPU
CRM costs/ARPU
SMS
6. Improve campaigns for next round
Campaign management : up-sell/cross-sell
1. Gather comprehensive customer information- Customer centric DataWareHouse
2. Analyse and segmentcustomer base- Segment- Score- Propensity
3. Develop targeted marketing campaigns- Message/creativity- Channel- Redemption process(direct, shop, web)
4. Roll-out marketing campaigns-Test & Control Group-Test on multiple channels: Email, SMS, DM
5. Measure results-Redemption-Impact on Churn/ARPU: Test vs Control
Campaign management: Churn risk profiling
The likelihood to churn is estimated on a monthly basis for each VF customer through data mining. Customers flagged in RED are five times more likely to churn than an average customer: they are treated accordingly.
Low Churn Risk (70% CB)
Medium Churn Risk (20%)
High Churn Risk (10%)
Main Predictive Variables
� Handset � Significant drop in traffic during
recent months� Abnormal traffic pattern,
dropped calls� Low penetration/usage of
Valued Added Services
Churn clusters Probability to churn
65%
35%
6%
Red
Yellow
Green
High value retention focus: Vodafone One loyalty program
Objective is to strengthen customer motivation with a reward based mechanism, with direct link with his/her traffic spending
Almost 9 million customers, largest loyalty program in Europe
Vodafone One Shops instrumental to reward delivery
Loyalty Program for Customers Owned/controlled specialised shops
RewardsRewards
Vodafone One: reduction of high value customers’ churn more than
double compared with churn reduction of low/medium value customers
Vodafone One churn impact
BaseChurn Rate
Vodafone One
- 50% Churn
Vodafone One
-18% Churn
BaseChurn Rate
High value Customers Low/Medium value Customers
In summary . . .
Vodafone objective for Italy is to be the preferred operator to the
more profitable segments
Vodafone strategy is based on segmentation, excellent service,
continuous innovation and active customer base management
Customer satisfaction, usage levels and financial results are at
world-class excellence level
Great opportunity
Mobile
Telecommunications
InformationTechnology (IT)
Infotainment
Forces on the businessCustomers
Regulatory Technology
Competitors
Our focusDelight customers Outstanding customer service at all touch points
Deliver superior voice and data propositions by segmentAchieve brand preference
Leverage global scale & scope Deliver superior 3G based servicesAchieve leadership position on costs and time to market
Expand market boundaries Consolidate footprint in a value creating wayGrow demand and capture value via industry leadership
Build best global workforce Develop capability and competency of our employees
Provide superior returns Exceed shareholder expectations
Reiterate expected outlook FY 2004Average customer growth >10%Similar growth in revenues*Small EBITDA margin* improvementBetter EBITDA* growth than revenue* growthGood adjusted EPS growth Capital additions little up on last year’s £4.8bnImproved capital efficiency (better than 16.3%)Free cash flow > £5.2bn* Proportionate before exceptionals