FREQUENTLY ASKED QUESTIONS STUDENT UNIONS

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1 FREQUENTLY STUDENT UNIONS

2 PRODUCT OVERVIEW What is TOTUM? TOTUM is a brand new digital platform that replaces NUS extra and builds on the brand s success. We know. We re a little late to the digital party. But good things come to those who wait. And we re confident students will love the enhanced discounts and fresh digital offerings TOTUM has in store. When students purchase the TOTUM card and download the app, they ll gain access to exciting discounts, local deals and the digital proof of ID students tell us they want. With plenty more features to come over the next 12 months, TOTUM will also help students: manage their money budget effectively minimise the harm posed by spiralling debt donate to charity support RAG fundraising and collection And it s not all about the students. TOTUM provides students unions with a leaner, greener, less manual way to deliver information and local discounts. The new platform integrates with your existing student engagement infrastructure helping you: promote students unions activities and events and connect students with them deliver locally sourced deals that are time and location-specific extend your commercial reach to local businesses / enable local businesses to extend their commercial reach test, target and try new promotional offers with confidence It s this combination of outstanding benefits for students, students unions and our partners that positions TOTUM to become an integral part of the student ecosystem. How do the app and card interact? To get the most from TOTUM, students need both the cars and app. For students purchasing the card, they will be encouraged to download the app. Alternatively, students can download the app for free and get access to some features. But, it s only purchasing the card that they receive the full TOTUM experience. 1

3 Will the range of brand partners continue to grow? Providing excellent discounts for students relies on delivering value for money for brand partners. We ve got key brands excited about TOTUM by involving them in development workshops. Feedback has been really positive and the events have produced lots of creative ideas. These have been included in the product leading to better features and functionality for both students and brands. TOTUM will now deliver additional reach for brand partners and make it easier to create compelling, bespoke propositions. Which means we ll be able to get new brands to join so offers keep evolving and TOTUM delivers on value. What do we need students unions to do? We need you to sell more cards and be brilliant brand ambassadors. We ll provide the assets, tools, knowledge and support you and your team will need. Along with a plan that sets out what to expect from us and when. 2

4 TIMELINE When will TOTUM launch? Marketing of TOTUM begins in August with the new app available to download from September. You and your team will have a full marketing toolkit and all the support you need to use the new materials. We want you to feel completely comfortable spreading the word about TOTUM, increasing student engagement and encouraging people to download the free app. Which will make selling more cards much easier. We ll communicate a full schedule of marketing activities but here are the key milestones: July 2018 Digital assets become available for inclusion in welcome packs. August 2018 The TOTUM brand and supporting welcome campaign launches just after A-level results day. Activity builds in the run-up to Welcome Week. September 2018 Physical assets arrive prior to Welcome Week. TOTUM launches! Help is available so you can sell the system s new features like: personalised discounts and deals intelligent notifications digital ID memberships events and tickets Don t forget this is just the start of the story. More great features will arrive on a regular basis. 3

5 SALES AND MARKETING How do I sell the new product? Students unions play a critical role in selling TOTUM cards, securing commission and driving product growth. Cards are a key part of the product, so we need you to continue to lead the way in this area. How can you sell more cards? Follow these tips: Boost student engagement and encourage app downloads by integrating TOTUM with other activities. Remind students that they can try before they buy as: - they can take a look at offers and purchase memberships and tickets - TOTUM is free to download When a student buys a card, check they own a smartphone and encourage them to download the app Let students know that TOTUM will continue to evolve providing additional features and value for money. What about students who recently purchased a three-year card? Existing card holders will be incentivised to download the TOTUM app and make full use of the app, all without any additional payment. Students with a three-year card will be offered the new version in We re still ironing out a few details but as soon as we know what s happening, we ll let you know. Right now we re not planning to extend this offer to one-year card holders. 4

6 SUPPORT How are we supporting students unions to launch TOTUM? Your main focus is to sell as many cards as possible. To make this super easy, you ll receive: supporting materials face-to-face and online support sessions with details on sales, downloads, registration and activation access to ongoing support from our customer success team The more cards you sell the more you ll be supporting the student experience, ensuring the success of the new product and delivering commission revenues to your students union. Will we need additional resources? Not at all. Year one of the TOTUM strategy focuses on extending the product s reach and growing its relevance all backed up by a full plan of student communications that we ll be rolling out. Don t forget to nominate your TOTUM champion so we can keep you up to date. If you need any support at all, just get in touch with the team at totum@onevoicedigital.com. Is TOTUM GDPR compliant? Absolutely. We re committed to setting the standard for ethical digital design. This means we will never sell student data. It s a legal requirement that all of us (including students unions) ensure TOTUM remains GDPR compliant. We ve already taken steps to do this by: updating our admin system so data is protected in line with GDPR - we ve already notified unions about this work sending a briefing on the printers regularly updating the student privacy statement so they re aware of all relevant changes carrying out a data audit establishing the legal basis for all data setting out our retention policy and deletion methods There s no need to change our opt-ins as they ve been GDPR compliant since March But we will need to set up a data-sharing agreement with students unions so that when you access any data from OneVoice servers is GDPR compliant. 5

7 MATERIALS What will happen to current cards and stock? The new cards will look different but will still be compatible with on-campus printers during In early 2019 new cards - probably with chip and pin technology - will be produced so we can launch exciting new financial management features. This means all cards will need to be produced centrally. Unfortunately, any cards ordered before August for 2018/2019 will be delayed. We know this isn t ideal, so please get in touch with us if you think this will cause any problems and we ll see how we can help. Got a large card stock? Get in touch with us at totum@onevoicedigital.com and we ll get them swapped over. If you ve got any vouchers that allow students to order cards online, these will be transferable to the new product within their normal validity period. Will my card printer still work? Yes, your card printer will still work until summer At this point we expect all cards to be produced centrally due to the chip and pin technology. FINANCE Will there be a formal sales contract drawn up between students unions and OneVoice to outline the financial agreements? Yes. We re working with students unions to develop a fair but formal agreement that s easy to understand and prioritises student needs effectively. How will a free app increase revenue and will there still be sufficient incentive for students to purchase a card? The NUS extra model works by encouraging students to buy the card to secure the best brand discounts and promotions. In return, NUS extra helps build the market and a loyal customer base for the brand. By bringing the product online, more brands and more students will be attracted to the platform and card sales will become more compelling. In the past, NUS extra got all its income from student card sales. In the future, the digitised platform will deliver diversified income from brands, data-led sales and card sales. 6

8 ANY QUESTIONS? WE WOULD LOVE TO HEAR FROM YOU. V