Vivendi Se · EURONEXT:VIV
Vivendi — Investor Day (November 2010)
28 slides from Vivendi's investor day presentation, Nov 25, 2010
Slide 1: SFR Consumer business update
SSFR Consumer Co su e business bus ess update November 25th, 2010 Frank Cadoret Executive VP, Professional and Consumer Market 1
Slide 2: Our core belief (1/2): Digitization: a new frontier!
Our core belief (1/2) Digitization: a new frontier! Explosion of digital uses drives strong ggrowth opportunities pp 2
Slide 3: Our core belief (2/2)
Our core belief (2/2) PC ALARMS TV TABLETS GAMES PHOTOS MUSIC ENERGY MONITORING Clients need a trusted partner to guide them in the digital world 3
Slide 4: Our mission on the Consumer market
Our mission on the Consumer market Guide each client and offer him the best of the digital world 4
Slide 5: SFR's value proposition on the Consumer market
SFR’s value proposition on the Consumer market CUSTOMER CUSTOMER OFFERS OFF RS RELATIONSHIP EXPERIENCE 1 2 3 5
Slide 6: SFR's value proposition on the Consumer market
SFR’s value proposition on the Consumer market CUSTOMER CUSTOMER OFFERS OFF RS RELATIONSHIP EXPERIENCE 1 2 3 6
Slide 7: 2010, year of transformation
2010, year of transformation Mobile Fixed A Mobile data is taking off D Towards new customer experience Strong sales of webphones New ADSL box Explosion of mobile Internet usage Content « in the cloud » B Market M k t iis changing h i Softened contract commitment conditions Competitive pressur
Slide 8: Webphones already account for 40% of postpaid sales
Webphones already account for 40% of postpaid A Mobile sales and 18% of the postpaid customer base Share of postpaid gross adds 2009 2010 16% 40% Share of postpaid customer base 2009 2010 4% 18% Source: SFR data as of September 2009 and September 2010 8
Slide 9: Mobile data usage has taken off
Mobile data usage has taken off A Mobile Tablets ~500 MB (On unlimited offers) PC mobile broadband ~400 MB (~1GB on unlimited offers) W b h Webphones ~300 MB Mobile phones ~15 MB Source: SFR, monthly data usage 9
Slide 10: Postpaid offers: monetization of data usage
Postpaid offers: monetization of data usage A Mobile SFR high‐value Illimythics 5 Illimythics 5 Illimythics 5 Illimythics postpaid offers Essentiel Connect Webphone ABSOLU Included Voice Voice + SMS Voice + SMS/MMS Voice 24h/24 + + Internet 500 MB + Internet 1 GB SMS/MMS + WiFi + emails + WiFi + Int
Slide 11: Market deal is changing
Market deal is changing B Mobile Today Tomorrow Commitment 12 to 24 months Choice All‐in‐one All in one Split between bet een service ser ice and Pricing (service + device) device prices Subsidies Averaged De‐averaged 11
Slide 12: SIM-only tariffs launch
On June 22nd, SFR launched its SIM‐only tariffs, for B Mobile clients willing to keep their mobile phone « I gett discounts di t for f keeping k i my mobile phone » Clients have the choice between mobile renewal and tariff discount From €2 to €10 discount per month 12
Slide 13: De-averaging handsets subsidies
De‐averaging handsets subsidies B Mobile « My handset subsidy depends on my tariff plan » Illustration: iPhone 4 16 GB tariffs (€) 700 600 500 400 00 300 200 100 0 I5 WEBPHONE Postpaid I5 WEBPHONE I5 CONNECT HYBRID Hybrid HYBRID Prepaid PREPAID Standalone STANDALONE Plan type 2H+ et 1H 1H 19,90€ = >
Slide 14: Multi-Packs discount program
On August 24th, SFR launched « Multi‐Packs »: a new C Mobile discount program for multi‐equipped customers & Fixed « The more SFR offers I buy, the more discounts I get » With this program focused on high‐value offers SFR goes beyond quadruple play offers, and rewards multi‐equipment + OR + Up to 15
Slide 15: neufbox Évolution: a new customer experience
On November 16th, SFR launched its « neufbox D Fixed Évolution »: a new customer experience Green Performance Reliabilityy conception Broadcom 6361 400MHz Dual Thread Processeur Packet Processor dédié pour les débits THD (400Mbit/s). WiFi 802.11n 2x2 300Mbps CPL CPL 200 Mbps Home Plug AV Routeur uni
Slide 16: New SFR broadband Internet offer range
New SFR broadband Internet offer range D Fixed neufbox neufbox EVOLUTION € 29.90 29 90 per month € 34.90 34 90per month € 24.90 € 29.90 per month with per month with Broadband Internet Broadband Internet and 3G back back-up up dongle Digital recording Unlimited Telephone Unlimited Telephone Mediacen
Slide 17: SFR develops content in the cloud
SFR develops “content in the cloud” to enhance its D Fixed broadband Internet offer’s attractiveness and raise ARPU Video #2 VoD p platform in France on Demandd >10 000 contents currently available (+30% vs 2009) 4 VoD‐subscription VoD subscription offers Innovative convergent web / mobile /
Slide 18: SFR value proposition on the Consumer market
SFR value proposition on the Consumer market CUSTOMER CUSTOMER OFFERS OFF RS RELATIONSHIP EXPERIENCE 1 2 3 18
Slide 19: Customer relationship at SFR: channels mobilized
Customer relationship at SFR: 4 channels mobilized to serve 25 millions clients Controlled physical SFR Web site distribution 820 shops («espaceSFR») ~15% of total sales made online 5,000 sales people ~50% of total customer care acts done via online selfcare Call Centers SFR assistance 11,000 adviso
Slide 20: Web channel brings flexibility and cost optimization
Web channel brings flexibility for customers as well as cost optimization for SFR Share of Web on total sales Flexibility l ibili forf customers x2 15% All acts available online 65% Large mobile device range and 24/7 availability 7 5% 7.5% Multi‐channels approach 2008 2010 Share of online selfcare o
Slide 21: SFR awarded for its customer care
SFR awarded for its customer care SFR #1 of Internet / Fixed Customer Relationship 2010 (BEARING POINT/TNS SOFRES SURVEY) 21
Slide 22: SFR value proposition on the Consumer market
SFR value proposition on the Consumer market CUSTOMER CUSTOMER OFFERS OFF RS RELATIONSHIP EXPERIENCE 1 2 3 22
Slide 23: Initiatives to improve customer experience in retail
Some of our initiatives to improve customer experience in retail In‐store experience Ticketing Welcome New store concept desk Multi channels synergies Multi‐channels S ti f ti surveys Satisfaction Solution Dedicated hotline Web‐to‐shop In‐store satisfaction Top satisfaction for SFR stores & Shop‐to‐
Slide 24: SFR vision on customer experience
SFR vision on customer experience 24
Slide 25: 3 areas of focus to become the best operator on customer experience
3 areas of focus to become the best operator on customer experience Know‐how Behavior Surprise Acts SFR Touch “Wow” Concrete proofs to be given to the customers on every key moment of truth 25
Slide 26: Offers + Customer relationship + Customer experience = SFR new brand positioning
OFFERS + CUSTOMER + CUSTOMER RELATIONSHIP EXPERIENCE 1 2 3 = SFR NEW BRAND POSITIONING 26
Slide 27: SFR new brand positioning
Carrément vous. E SFR new brand positioning TITLE DIRECTOR CAMERA DATE SCENE TAKE 27
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