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Third Party Retail Channels

Third Party Retail Channels. Company Forum 5 March 2012. Namhla Dabula. Objectives. Grow broadband – Existing customer base & new customers Grow into existing capacity Existing Telkom infrastructure Improve customer experience Convenience of one-stop-shop Grow profitability

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Third Party Retail Channels

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  1. Third Party Retail Channels Company Forum 5 March 2012 Namhla Dabula

  2. Objectives • Grow broadband – Existing customer base & new customers • Grow into existing capacity • Existing Telkom infrastructure • Improve customer experience • Convenience of one-stop-shop • Grow profitability • Reducing operational costs

  3. 3rd Party Channel Advantages • Generate little / no fixed costs • Greater market coverage • Opportunity for greater Telkom brand presence in the market • Faster time to market • Retail remains predominant channel for customer purchases • Retail has been successful in growing customers for mobile service providers • Access to the retail partner customer base • Convenience for customers - One-stop shop

  4. Roles & Responsibilities of 3rd Party Retail Channels • Sales and/or marketing activities • Take / Generate orders • Provide product/service information • Gathering market information and providing feedback to Telkom

  5. 3 month pilot : from 1 April 2012 • Incredible Connection • pilot in Durban, Cape Town, Pretoria, Johannesburg • Telkom Counter manned by Telkom • DionWired • pilot in Durban, Cape Town, Johannesburg • Telkom Counter manned by Telkom • Altech Autopage • pilot (sites still to be decided) • No Telkom Counter • PostNet • Pilot (sites still to be decided) • No Telkom Counter

  6. Desired Customer Experience • Customer will visit a retail store and requests to order a Telkom service • The agent will capture the order on a Telkom web-based system • The order will immediately be processed at the Telkom back-end while the customer is in the store • - ID and address verification • - Credit vetting • - Availability of Telkom infrastructure • RICA will be done in-store

  7. Desired Customer Experience cont… • The agent will provide customer with: • - Order number • - Installation Voucher • The installation voucher will contain • - Customer’s Details • - Order number • - Telephone number for scheduling appointment - 10117 • - Service applied for and • List of items which the technician will bring on the day of • installation

  8. Staff Requirements for pilot • Telkom staff to assist at the Telkom counters during the pilot • DionWired • ncredible Connection • TDS and/or Call Centre agents will be requested to assist • All sales in these stores during the pilot will accrue to the agent

  9. Telkom Readiness for the pilot

  10. Thank you.

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