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Visita Bruce Churchill y Jacopo Bracco 2014

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on 31 March 2014

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Transcript of Visita Bruce Churchill y Jacopo Bracco 2014

URUGUAY
IT
Juan Carlos Barbieri
LEGAL, GOVERNMENT AFFAIRS
AND PIRACY

Mercedes Ros
HUMAN RESOURCES
Ana Terán
OPERATIONS
Aníbal Monroy
FINANCE
Ignacio Labat
CUSTOMER EXPERIENCE &
CUSTOMER CARE

Mariana Machado
MARKETING
Virginia Geninazzi
SALES
Eduardo Marguery
GENERAL MANAGEMENT
Pablo Etcheverry
Market Share: 18% YE.

Highlights 2013
TOM: 22% YE / TOH: 43% YE.

Copa Euroamericana.

World Cup Campaign/Diego Forlan DTV image.

Basketball: Sponsorship of National team and National League.

Local content: produced and add to the line up 6 events:

Sports: 4 events
Concerts: 2 events
Market Share evolution 2010-2013
TOM and TOH evolution 2011-2013
TOM-TOH and adv awareness evolution 2010-2013
Copa Euroamericana
World Cup Campaign
Local content
Priorities 2014
Become owners of the "World Cup" concept in our industry.

Leader in technology: Launch of BBVOD.

TV everywhere: DIRECTV Play, Streaming, second screen.

Local content: produce and add to the line up 6 events.
Projects
Deliver a WOW experience to our customers
Billing excellence plan
World class churn management
Local content calendar
New satellite - action plan
Protection plan
Grow in the three market segments
Sales excellence program
2 Prepaid decoders
New businesses
Drive efficiencies across the organization
Plan for continuous improvement
Launch DVR Lite
Increase profitability of current customers
Maximize distribution
Maximize web
Investigate TDT
Full connection
Test house
Recycling laboratory
Inspire and develop our team
Actively work towards favorable market regulation and formalization
Inspire and engage our people & communities
Highlights 2013 & previous years

Priorities 2014
Sales Volume
Sales Quality

Agenda
2013 and previous

RETAIL


TV & WEB


DEALERS


DIRECT

4 Sales Channels
Sales Excellence Program
Highlights 2013
Highlights 2013
Deliver a WOW experience to our customers

Build the Team

Channel Strategy

Quality

Information / Reports
Supply Chain - Q&P - Planning FS - O&O - Field Services
49% WOs in HSP and O&O
OOEE on field close to the technician
Cycle Time - SIN 30 - AT/Subs - Surveys - WFC Planning
Priorities 2014
Deliver a WOW experience to our customers

What are we doing?
Optimus
Elite Technician
Close Loop
TST Wow
UDIRECTV - University
Technical Audits
Operational Model
Optimus
Launched March 18th

40% of our technicians will be using it by June

70% by October!
O&O and HSP by June
Starting April
80% WOs in HSP and O&O
Great improvement
in every KPI
Customers are
becoming fans!
Increase distribution
Increase healthy sales
Less players - bigger business each
Increase volume through more salesmen & productivity
Customers are
becoming fans!
Starts May
80% more courses than 2013
Achieve 10%
Highlights 2013
Improve our support systems




Accounting:
no longer outsourced


Development of
Sales & Operations Planning Process


New negotiations with local suppliers and
improvements in trading conditions
Migration of IBS
with the implementation of new satellite systems (HSP, E-sales, Collections)
January 2013 prepared by our own team.
November 2013 SAP implementation
Sales and equipment forecast, promotions, products, possible risks, communications, meetings.
Billing, collections, local equipment, advertising, etc
RSE
Deliver a Wow experience to our customers
Deliver a WOW experience
Growth in the 3 segments
Priorities 2014
Become market leaders - Market Share 21% YE.
Maintain sales volume by capturing more than 40% of new entrants
New commercial and technology offer "paquetización".
Connected home strategy: Launch full connectivity/Nexus.
Grow in the three market segments
Drive efficiencies across the organization
Deliver a WOW experience to our Customers
Drive efficiencies across the Organization
Priorities 2014
Deliver a WOW experience to our Customers
Continue to
develop internal control mechanisms


Implementation of
electronic billing system
Drive efficiencies across the Organization
Continue to
improve our operating costs

Cash management
Business processes and support areas
Zero funding
Agenda
Highlights of 2013

Priorities for 2014 and the future
Highlights 2013
Legal matters



Government Affairs



Piracy
Creation of Department
Two new entities claiming for Property rights -
Prioritizing Resources and Organization for Intellectual Property
Media Bill: our License not in danger
Presentation at the Congress (House of Representatives)
Support from the USTR - Washington DC
House of Representatives approved the bill and passed it to Senators
Inspire and engage our people and communities
Destroyed more than 8,000 FTA boxes
Seized 5,000 (Airport)
Priorities 2014
Grow in the three market segments
Deliver a WOW experience to our Customers
Inspire and engage our people and communities
Priorities 2014
Inspire and engage our people and communities
Legal issues



Government Affairs


Piracy
EGEDA: conclude negotiations / legal claim
Strategic agreements
Minimize impact of media law
Destruction of 7,000 FTA boxes seized in 2013
Strengthen legislation
Ana Terán
Drive efficiencies across the Organization
Highlights 2013
Information Systems


Information Security


Infrastructure and Communications
IBS 6 and Satellite Systems migration (last country with IBS 5)
Collections Hub implementation (on line payments & recharges)
Regional antivirus & Proxy implementation (Control & Security)
MPLS International Voice calls implementation (important costs reduction)
New sites & offices evaluation & implementation
Priorities 2014
Drive efficiencies across the Organization
Information Systems

Information Security

Infrastructure and Communications
CRM preparation (World Class alignment & stay updated)
Information and Data security (Control & Compliance)
Connectivity optimization (Performance and Efficiency)
Inspire and engage our people and communities
IT Structure and team consolidation (People & knowledge development)
March 27, 2014
Agenda
Highlights of 2013

Priorities for 2014
Highlights 2013
Deliver a WOW experience to our Customers
Build the Basics



Postpaid Churn
Build Customer Care team locally & Call Center. Ownership
Introduce the concept of CX into the organization, most specially regarding Churn management

Build the team: Voluntary & Involuntary Management
Learn from the best: achieving quick wins
Track the result: understanding that what we did in the operation was the reason of the results
Highlights 2013
Deliver a WOW experience to our Customers
Calls / Subs





Voice of the Customer
Build the CSR structure & supervision team
Fill in the blanks - Restore procedures
Train in the business & train the culture
Measure Customer satisfaction with the service, CSR & FCR
Quality assurance
Empowerment Program
Consciousness of customer interactions with the company through the call center
One step forward: Let´s do something
Consciousness of customer interactions with the company through the call center
One step forward:
Let´s do something
Priorities 2014
Deliver a WOW experience to our Customers
Good to Great - Find & Fix







Understand Customer perception

Improve Churn Management metrics - SG 1,06%
Implement a World Class Churn Management
Improve Calls / Sub - SG 0,44
NPS Operating model
Design the experience in our walk ins
Highlights 2013

Drive efficiencies across the organization

Priorities 2014
Inspire and Engage our People & Communities
PROJECTS
2014
Overview

Inspire and Engage our People & Communities
Fast organizational growth
+121%
Young & new organization
90%

GenY
The average seniority is
1,7 year
The turn over rate is the
1%
Delivery a WOW Experience to our customers
Drive efficiencies across the organization
Inpire and engage our people & communities
Priorities 2014
#3
Excellent tool to improve our working environment
Internal recognition program
Develop a long term succession plan
Health & Safety Program
Internal Development Program
Develop future leaders
Continue improving our communications channels
Continue working in the concept of
DIRECTV Generation platform

Develop
"Piedra Papel y Tijera"
programm and
"El Otro Sueño"

Implement educational and ecological actions

Kick off
E+
program.

Anual Report
Socio-demographics

Context




Pay TV Market
3MM hab / 1,2MM HH / PIB
Macro-economics
Government
Regulatory wave
Want to protect local industry and ANTEL
Low Market penetration
Competitors
Local, air channels owners
Macro-economics
PIB per capita
PIB Var Annual %
Inflation
Unemployment
Source: MEF
Growth
Highlights 2013
Team
Service to Customers
Brand
Growth





Market Leadership
WORLD CUP rights
Priorities 2014
To have the best place to work in Uruguay
Contribute to the Community
Systems and processes that enable healthy growth
Sustained and profitable growth
Service Excellence
63% revenues vs LY
Gross adds + 42%, Net adds + 40%
EOP Subs + 52,5%
Balance Post / Prepaid
63% revenues vs LY
Gross adds + 42%, Net adds + 40%
EOP Subs + 52,5%
Balance Post / Prepaid
Route cause analysis over cancellation request and overdue Customers
Efficiency
Assure quality
Prevention: Contact Optimization
Specialization: TST WOW + Close Loop
Automation (IVR) + Client 360
Full transcript