Powerpoint Template 2011 - MTN Business

Technology RoadmapSMEStep 1:Business ToolsMobile VoiceMobileServicesAll DevicesStep 2:Access &CommunicationMobile DataFixed DataDataDevicesStep 3:Web PresenceComing soon!Step 4:MarketingSpaceComing soon!Step 5:BusinessIntegrationComing soon!© 2008 Mobile Telephone Networks. All rights reserved.

How will BRC deliver this?Copyright 2008 © Mobile Telephone Networks. All rights reserved.8

BRC SME strategic roadmap for 2012- 20131Consolidate and Improve current SME Offerings(Products and Services)• Create awareness about the SME market and value propositionwithin the BRC community.• Identify quick wins, drive improvement and implementation of these(People, Process and Systems)Target:IncreasedPerformance•Service•SME Products2Innovate: Design and Implementation of New SME Products andServices• Insight Plus, Helios rollout for SME• SME Plus• SME Toolkit• SME Training Roadmap• SME Converged Offering• Definition and Implementation of SME Business Measures• Continuous Improvement - Sales Fulfilment Processes, Support and After SalesProcessesSMETargets:Growth inAccountsand Lines…We’ve been focusing on 2 main drivers, improving our internal service delivery andengagement model as well as initiatives to embed existing products and activities inthe innovate category. Thus achieving visibility and consistency in execution...Copyright 2008 © Mobile Telephone Networks. All rights reserved.9

12%Aftersales Service Levelsneeds to be addressed e.g.:BillingSME Servicing Impact Assessment(view of survey results)Top Three Rated Issues115%Currently ExperiencingPoor Vetting TAT11%Current SME Productoffering is uncompetitiveand is not a solution theSME environment313%No defined processto structuresolutions for SMEclients11%Clarity on escalationprocess needs to becommunicated214%SME Tools requiredto enable SMEconsultants12%Poor accessibility andcommunication of SME promosto the frontline313%Poor communication betweenSME Vetting and the SMEconsultants9%Focused SME trainingfor SME consultantsThis chart depicts the issues experienced at store level and was derived from thesurvey undertaken by various BRC stakeholders (RMs, KAMs, SAMs etc.)Copyright 2008 © Mobile Telephone Networks. All rights reserved.10

SME Servicing Impact Assessment(USD Findings & Feedback)Focus:1.Analysis of backend support processes & SLA’s:a. Credit Vetting Optimisation (1 st element of analysis)b. Customer Centricity and EfficiencyFeedback received from Stores:1.USD’s are allocated automatically - SME Vetting Team2.SLA’s are not aligned to Consumer – 2-24 hours compared to 7days3.Investigate why an SME requires an SME pin when upgrading on MTN-ActiveCopyright 2008 © Mobile Telephone Networks. All rights reserved.11

BRC SME Strategy Implementation Flight Planand ProgressSME Training -Material DevelopmentBase Camp 1 – Roll OutE-Learning (19 Sept – 05 Oct)Set Up SME ChampionNetworkBRC - SME Marketing &CommsRoll Out of SME Magazineand SME Deal SheetNationwideBase Camp 2 –Development Q4 - 2012– Rollout Q1 – 2013Integrated Marketing Planfor 20131 2 3 4BRC – SME OperatingModelConceptual DesignSME Financial Reportingalignment• Targets for 2013SME Value Chain –•BU Alignment•Engagement ModelProductsLaunch of SME Productsas per the MarketingProduct Roadmap for• Q4 2012 and• 2013 roadmapCopyright 2008 © Mobile Telephone Networks. All rights reserved.12

Sales Support tools to be used for SMEoffering•SME Magazine (MTNterprise) – aquarterly publication for SME customersin Branded Retail Channel providingthem with information on ICT solutionsand small and medium business advice•show casing SME customers, industryknowledge – entrepreneurialstories•all current and potential new customersto access the magazine in stores•an electronic copy of the magazine isalso availableCopyright 2008 © Mobile Telephone Networks. All rights reserved.13

Sales Support tools to be used for SMEoffering•SME Deals - SME specific promoswhich are advertised on a monthlybasis via the Y’ello Trader•SME Icon will also be introduced toindicate packages within the Y’elloTrader that are recommended forSMECopyright 2008 © Mobile Telephone Networks. All rights reserved.14

CapacitateTraining of Staff on SME offeringsCopyright 2008 © Mobile Telephone Networks. All rights reserved.

SME Training Road Map - CoverageSME Base Camp 2• Focus on building knowledge andcapability in SME specific offerings andcreating a solutions-consultant mindset.• Build “SME intelligence” capability(market intelligence, SME mindset, SMEvalue proposition, solutions etc).BRC Induction• New revised Induction.• All Staff – Consumerand SME basic.SME Base Camp 1• Focus on ensuring that SMEfoundational knowledge andcompetency is in place.• Create awareness about theSME market and valueproposition.Copyright 2008 © Mobile Telephone Networks. All rights reserved.16

SME Training Road Map - AudienceBRC Induction• ALL BRC StaffSME Base Camp 2• *SME Solutions Consultants• Data Specialisist• Store Supervisors• Senior Store Supervisors• Dealer Principles (Small Dealers)• Own Store Supervisors (OSS)SME Base Camp 1• CSR• Store Manager• Data Specialists• Store Supervisor• Senior Store Supervisors• *SME Solutions Consultants• Own Store Supervisors (OSS)• Store Manager• Dealer Principles (Small Dealers)• Regionalal Managers• Franchise Support• CR / SOSCopyright 2008 © Mobile Telephone Networks. All rights reserved.17

SME Training Road Map - SupportBRC SMERoadmapSME ChampionNetworkOngoingImprovementand drivinguser adoptionStoreActivitiesCR’s / SOSOwnedSS / SSS / DataspecialistNon-OwnedStoreManager &SMEspecialistsThe SME Champion Network will be a key focus in forming a good foundationalbase for the various SME engagements within the BRC storesCopyright 2008 © Mobile Telephone Networks. All rights reserved.18

Driving SME Adoption within BRC via the SMEChampion Network – Roles and ResponsibilitiesStore ActivitiesOwned / Non-Owned• Assist in the processand systems support• “Go to Person” for thepoint of sale material –(Magazines, SMECollateral etc..)• Provide a regional viewof operational andexperience issues withinyour regionStoreActivitiesCR’s / SOSSME ChampionNetworkOwnedSS / SSS / DataspecialistNon-OwnedStoreManager &SMEspecialists• Assist with the training –the “go to person” in yourstore• Be the “SME evangelist inyour store”• Assist the SME Project teamin:• ensuring that projectinformation is shared andunderstood within thestores• gathering all the operationalissues for the team toaction for your designatedstoreSME Project Team:• Provide You with the right content and support needed• Communicate with You timeously and give enough time for You to act on timeCopyright 2008 © Mobile Telephone Networks. All rights reserved.19

Driving SME Adoption within BRC via the SMEChampion Network – Roles and ResponsibilitiesStore ActivitiesOwned / Non-Owned• Assist in the processand systems support• “Go to Person” for thepoint of sale material –(Magazines, SMECollateral etc..)• Provide a regional viewof operational andexperience issues withinyour regionStoreActivitiesCR’s / SOSSME ChampionNetworkOwnedSS / SSS / DataspecialistNon-OwnedStoreManager &SMEspecialists• Assist with the training –the “go to person” in yourstore• Be the “SME evangelist inyour store”• Assist the SME Project teamin:• ensuring that projectinformation is shared andunderstood within thestores• gathering all the operationalissues for the team toaction for your designatedstore…creating this network will start to build a SME Centre Of Excellence within thestores where on the ground operational engagement and support will beachieved…Copyright 2008 © Mobile Telephone Networks. All rights reserved.20

Training Roll-Out PlanCopyright 2008 © Mobile Telephone Networks. All rights reserved.21

Training Overview – Base camp 1: Understanding &Serving SME CustomersCopyright 2008 © Mobile Telephone Networks. All rights reserved.

What is a SME?Small to Medium EnterpriseEnterprise is a privately ownedbusinessEmploys less than 200employeesMicro -2-10 employeesSmall -11 -50 employeesMedium - 51-199 employeesMedium(51 – 199)Small (11 –50)Micro (2 – 10)Copyright 2008 © Mobile Telephone Networks. All rights reserved.

Technology RoadmapSMEStep 1:Business ToolsMobile VoiceMobileServicesAll DevicesStep 2:Access &CommunicationMobile DataFixed DataDataDevicesStep 3:Web PresenceComing soon!Step 4:MarketingSpaceComing soon!Step 5:BusinessIntegrationComing soon!© 2008 Mobile Telephone Networks. All rights reserved.

Understanding & Serving SME CustomersConveniently located storesDedicated Service and supportProfessional Sales teamProviding Needs BasedSolutionsCopyright 2008 © Mobile Telephone Networks. All rights reserved.

MTN Business Strategic PillarsCONNECT MYBUILDMANAGEBENEFITBUSINESSMY BUSINESSMY BUSINESSMY BUSINESSCONNECTIVITYincludes Voice;Internet & emailsolutionsINFRASTRUCTUREIncludes Hostedservices.PRODUCTIVITYIncludes “off theshelf” CRM & cloudrelated solutionsVALUE ADDEDSERVICESIncludes ValueAdded ServicesService and SupportCopyright 2008 © Mobile Telephone Networks. All rights reserved.26

Understanding & Serving SME CustomersMTN4SME•Voice and Data•Disc 3,6,9,10,11,12%•Free sim and connection•Free CLI•Free Itemised Billing•Disc on subscription and callsCONNECT MYBUSINESSCONNECTIVITYMTN Internet•Send and receive emails•Browse Internet•Connect outside office•Download documentsSME PLUS•Discounted TarrifPackage*Coming Soon*MTN Broadband• Carry over of data 60 days• High Speed Connectivity• Multiple Bolt-OnCopyright 2008 © Mobile Telephone Networks. All rights reserved.

Understanding & Serving SME CustomersBusiness Rules:The entity has to be vetted as an SME to receive the benefit of thisproduct(MTN4SME) • Setting up an owned store profile Where the contract has a reduced subscription, 0% MTN4SME discount will beapplicable.Applying Discounts: MTN4SME Discounts are applied at the discretion of the Regional Managers andDealer Principles. Where a contract already has a reduced subscription, the Branded Retail ChannelStore should apply 0% on the MTN4SME Activation Request Form as no additionaldiscount may be applied to discounted packages. In the case where the above is not applicable, discount percentages applied mayvary between 3, 6, 9, 10, 11 or 12% Once the discount has been determined, the SME Subscriber Form and MTN4SMEActivation Request Form (Attached) should be completedCopyright 2008 © Mobile Telephone Networks. All rights reserved.

Understanding & Serving SME CustomersMTN Insight Plus•Online Usage Monitoring tool•Personal Expense Management•Corporate Governance•One stop shop reporting•Greater EfficiencyMANAGE MYBUSINESSPRODUCTIVITYCopyright 2008 © Mobile Telephone Networks. All rights reserved.

Understanding & Serving SME CustomersBizAssist•Personal PA•Supplier Referral•Business and lifestyleE shop•Unlimited 24/7 Access•SME call 0831236655BUILD MYBUSINESSINFRASTRUCTUREFax2mail•Send faxes direct to anemail•In tiff and PDFMTN Active•Online Self help tool•View Statements•Activating andDeactivating VAS•Submitting QueriesNSBC•1 Free membership•Access to RegionalExpos•E-Publications•Life Cover•Visit nsbc.org.zaMTN Imail•Free Voice Mail solution• Voice Messages to laptop•Forward messages via SMSand MMSCopyright 2008 © Mobile Telephone Networks. All rights reserved.

Understanding & Serving SME CustomersProviding Solutions:•Keep customers needsin mind•Suggest effectivesolutions•Foster a B2B(businessto business) relationshipSIGNING UP &SERVICING ASMEIn store Process:•All documents must bescanned and submittedvia USDRequiredDocumentation:•All MTN requireddocuments have to becompleted•All required documentsmust be provided by thecustomerMTN RequiredDocumentation:•Business SubscriberAgreement•CPA Addendum•Sales tick-list•Activation RequestsCopyright 2008 © Mobile Telephone Networks. All rights reserved.

SME ConversationsCopyright 2008 © Mobile Telephone Networks. All rights reserved.32

Change CyclePassive Active1. ShockLoss2. ResistingAnger3. ControllingFear6. AcceptancePeace4. Depression 5. ExplorationHopelessAnticipationTimeStageEmotion%Copyright 2008 © Mobile Telephone Networks. All rights reserved.33

Role of SME Champion• Get commitment to SME• Engage and involve the store employees• Encourage (and sometimes enforce) new and desiredbehaviours:• Identification of and sales to SME• Project roll-out specific e.g. SME Training – the go to person inyour store• Embed the SME implementation so that it is enduring ratherthan a passing fad• Assist the SME Project team in:• ensuring that project information is shared and understood withinthe stores• gathering all the operational issues for the team to action for yourdesignated storeCopyright 2008 © Mobile Telephone Networks. All rights reserved.34

SME Champions - key characteristics• Be well networked within the store / BRC and respected by employees /collegues• Want to make a difference in BRC and are fully committed to the channel• Have the courage to speak up for what they believe in• Be seen as ‘go to’ people and opinion makers• Be able to translate the overall change vision into local 'what’s in it for me'scenarios• Feel passionate about the change while being empathetic to the mindset andbehaviour shift their colleagues will need to go through• 'Tuned in' to the mood of the area they are in and able to pick up onresistance to the change, lack of understanding of the change journey andcommunication gaps between the store and the SME projectCopyright 2008 © Mobile Telephone Networks. All rights reserved.35

Currency Required…• Passion• Enthusiasm• Hunger to learn• Eagerness to teach• Drive• Focus• “Can-Do” Attitude• Innovation• Sales Driven• Solution seekingARE YOU READY TO EMBRACE?Copyright 2008 © Mobile Telephone Networks. All rights reserved.36