operations Digital StratEGY

Transcription

1 operations Digital StratEGY

2 agenda Oi NETWORK OVERVIEW DIGITAL strategy FOR Operations Demonstrations: virtual TECHNICIAN APP

3 Oi has Nationwide coverage, high level of capillarity (presence in over 5,500 municipalities) and high availability backbones with ring topology or mesh. High capacity Backbone ~ 350,000 km of Fiber Optics Coverage Nationwide Coverage with International connection points (MIA and NYC) IP Core with capacity enough to carry over 5.5 Tbps ~243,000 Network Elements (NE) 63.2 Mn Revenue Generating Units Transport/Satellite ~ NE Landline: B2C: ~9.7 Mn B2B: ~3.7 Mn Data Network~ NE Broadband: B2C ~ 5.2 Mn B2B: ~ 0.5 Mn Landline ~ NE Mobile: B2C: ~ 39.8 Mn B2B: ~ 2.3Mn Mobile Network (2G/3G/4G) ~ NE (4G RAN Sharing) Oi TV ~ NE TV ~ 1.4 Mn Public Telephone ~ 0.6 Mn Broadband ~ NE

4 Responsible for network infrastructure and services provided to B2C and B2B customers Operation and Maintenance in the approximately 243 thousand Network equipment Landline Broadband Mobile Wi-Fi Infrastructure Data TV Satellite / Transport Activities carried out by own teams (Internalized in 2013). Customer Services Operation and Maintenance of Access Networks (Landline, Broadband, TV and Data), from the client's home to the first Oi Station. Installation of new customers, speed upgrades and address changes. Outsourced activity with about 30 thousand employees carried out by 3 providers (Serede, Conecta and Telemont), with 2 wholly-owned subsidiaries of the Oi Group (Serede and Conecta). B2B Operation Responsible for: End-to-end management of installation and repair of Oi B2B customer services. Service management

5 WITHIN THE OI TRANSFORMATION plan Digital IS AN ESSENTIAL PILLAR The world transformations and, within the world, Oi changes New technologies + New business standards = Digital Customer Broadband Mobile Social Conected Cloud Big Data IoT Personalized New Digital Business, outlining the customer journey The evolution from the current processes to Digital Financial Sustainability Operational Efficiency With the transformation plan we will enter into a virtuous cycle Customer Experience Availability of Services

6 Digital Evolution IN operation Digital Activation Online and remote management of customer home equipment Minha Oi - Self-care Oi Mais Empresas Self-care For Companies Virtual Technician Big Data Warning automatization Customer Experience Management tool of the field force The App functionalities of the field technician routine Operational Efficient In operation

7 Virtual TECHNICIAN APP

8 BEFORE virtual TECHNICIAN APP Customer had to call to the Technician Support Request treated Attendant needs for the trouble diagnostic

9 Virtual TECHNICIAN APP AutonomY FOR THE CUSTOMERS TO SOLVE THEIR OWN TROUBLES THE Virtual TECHNICIAN APP MAKES THE CUSTOMER EXPERIENCE EASIER AND allows TO identify AND solve their LANDLINE, internet or TV problems WITHOUT AN ATTENDANT HELP WELLCOME TO THE OI VIRTUAL TECHNICIAN APP!

10 Virtual TECHNICIAN APP The Virtual Technician is the Oi's technical support that helps solve Landline, Broadband and TV problems by performing automatic diagnostics and an illustrated step-by-step. Main Features Automatic diagnosis of locks, work orders, massive failure and open repairs; Door unlock and internet signal reset; TV signal reset; Chat service *; WiFi password exchange; Illustrated step-by-step for offline service; Query schedules for repairs and work orders. *Piloto em execução nos estados de Pernambuco e Rio Grande do Sul.

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12 Results virtual technician app Virtual Technician App Downloads Number of accumulated downloads (MM) 1,4 Virtual Technician integrated into Minha Oi Simple and easy navigation Customer experience with? Greater autonomy 1.4 million downloads in 7 months 0,1 May/17 Nov/17 Interactions resolved by Virtual Tech app (% effectiveness) % of issues were solved by customer on Nov / 17 may/17 0,2 May/17 june/17 july/17 aug/17 Sept/17 oct/17 nov/17 Accumulated avoided calls (# MM) 2,0 Nov/17

13 Assessments (until 20/11) Grade (historical average) 3, Assessments total Assessments with reviews Evolution (average per version) 5,0 4,0 +100% 4,0-3% 3,9 +5% 4,1 3,0 2,0 2,0 1,0 0,0 Version /03 Version /05 Version /07 Version /09

14 ROADMAP Virtual TECHNICIAN app Schedule of the Technical Visit Release 6 FTTH (BL, VOIP, IPTV) Release 7 Inform the customer about technician displacement Release 8 HDM Release 5 Troubleshooting Fiber Fiber Diagnostic Technician geolocalization (consumption of lat-long Oi Technician ) Scheduling Rescheduling the technical call The BD open HDM (WiFi setup) Chat (rollout) TV B2b

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