adrian sarosi openmarket

Putting customers first using mobile

2nd April 2014

About OpenMarket

2

Supporting 4 of the Top 10 most respected global

brands1

40% of mobile messaging

vendors rely on OpenMarket2

Over 1 billion mobile messaging interactions each

month

Offices in Seattle, Detroit, London,

Sydney & Pune, India

A division of Amdocs (NASDAQ: DOX)

Smart, interactive connectivity to over

200 countries

1 Harris Interactive 2013

2 Forrester Mobile Messaging Vendor Overview report 2013

For more than 15 years, OpenMarket has been the leading provider of multi-channel mobile solutions for enterprises to engage with their customers and employees

Proprietary & Confidential to OpenMarket

Your experts….your customers

Proprietary & Confidential to OpenMarket 3

Caveats

1. Not talking about mobile tickets

2. Not talking about mobile payments

3. Client confidential

4. Powerful not Powerpoint

5. May not be new or executed optimally…


Operational value – my customers

• Global 2-way disaster alerts

- Using SMS as primary channel gains more attention and quicker response

- Employee welfare

- Business continuity

• Theme park customer experience

- Improved guest experience via shorter wait times, fewer missed reservations and preferred access to VIP activities

- Increased profitability by reducing missed reservations and directing guests to less crowded parts of the park

• Global retail 2-Factor Authentication (2FA)

- Secure access

- Consumer identity protection

- Fraud prevention

- Increased consumer loyalty and trust


Operational value – your customers


“The airlines get fined heavily for delayed take-

off. Text the last passengers to get a move

on!”

“I entered my phone number when I booked the ticket online. Why not send

me a code to unlock the ticket at the machine?”

“..in Melbourne my friend uses SMS to unlock short-

term rental cars!”

“Send me a one-time code to my phone so I can access lounge wifi”

Retention/loyalty value – my customers


Retention/loyalty value – your customers


“You know I'm travelling to a country - why don't you send me the emergency contact numbers

for that country. If I'm landing late then maybe tell me of official taxis

or train times”

“I want a discount on my travel, not my Toblerone”

“Why do companies forget to give me a number I can call on

from overseas when I'm in trouble? The UK 08xx number

is no good! Why can't I text and request a call-back?”

“I’m a single woman, like it when taxi companies now send you text

when your driver arrives. Saves you standing out in the cold

unnecessesarily. Also when they tell me the price in advance there's

no arguing!”

Key recommendations


1. Value is an exchange – make the bias towards your customer, not the technology

2. You know your customer

3. Mobile by definition is always changing. Expect it. Your customer is…

4. Make mobile enhance your customers’ journey – don’t make it be the journey

5. (…choose the right partners!)

Thank you [email protected] text adrian to 88600 @OpenMarketEU @adriansarosi

10 Proprietary & Confidential to OpenMarket

mailto:[email protected]