MATRIXX Bad Revenue Infographic

GOOD BYE BAD REVENUE $4 Mobile device users expect the fastest network and the best service. As a digital service provider (DSP), don't let them down with sneaky pricing tactics. ENABLE them with transparency, choice and control, and DISABLE the 'bad revenues' that turn off and can turn away your customers. BEWARE BAD REVENUE All revenue is not good. Bad revenue refers to revenue generated when the customer receives overage charges, is unaware of or doesn't understand charges, or doesn't perceive value in the service. Ironically, bad revenue can be costly... > BAD REVENUE - BAD FOR BUSINESS Poor customer experiences resulting from bad revenue can be a game-changer for your business in 4 ways: Low customer advocacy Disputed mobile usage is a key driver of customer complaints and regulator escalation Net Promoter Scores, a customer loyalty metric, can take a severe hit – as much as negative 20 points when customers receive unexpected charges 2IS 3 4 Higher costs Inability to upsell Lost customers Up to 15% of data revenue is Customers will not use existing services to the full extent or try new services and packages due to low value perception Customers fear spending on additional services, or move to another provider written off each month as a result of complaints and billing disputes THE FIX MATRIXX provides a real-time, transparent customer experience. With MATRIXX, customers have complete control to manage their spending, change plans or add more data instantly. This means no “bill shock," no deception and no confusion. DSPS benefit in 3 ways: Improved Advocacy Revenue growth Cost reduction potential Reduce dispute handling costs, customer confusion, bad debt Builds customer trust Consented revenue = sustainable Improves brand perception revenue growth Opens up new revenue streams Reduces overall complaints and Improves perception of “value for money" customer care calls Removes fear of spending TELSTRA SUCCEEDS BY DITCHING BAD REVENUE Telstra, Australia's leading telecommunications provider, used digital channels and MATRIXX to provide customers with real-time spending information, controls and alerts, and options to buy more data at a discounted price as needed versus paying standard overage charges. KEY BUSINESS IMPACTS: Improved customer experience 40% 100% Accuracy reduction in of all balances now maintained Seconds customer complaint Time in which data usage in real-time, even at superfast LTE speeds calls related to billing and spend alerts are now delivered, compared to up to 48 hours previously Increased spending on Cost to serve reduction data services 43% $(1+ 4% reduction in credits and write-offs DATA increase in post-pay average revenue per user (ARPU) through effective data monetization Reduced burden on call centers as 2.4M customers use 24x7 self-care app on a regular basis. Online transactions increased from 26% to 46% 101 11 as customers embrace lower cost digital channels. 101 011 26% 46% 1 GB DATA 6 GB DATA Customers opting for larger data packages as they are assured no excessive overage charges 2011 2014 What can MATRIXX do for you? www.matrixx.com MATRIXX Sources: www.exchange.telstra.com.au/2014/11/12/introducing-australias-first-real-time-mobile-data-usage-alerts/ www.telstra.com.au/uberprod/groups/webcontent/@corporate/@about/documents/document/uberstaging_291058.pdf www.telstra.com.au/personal/digital-story/ SOFTWARE MATRIXX estimates www.matrixx.com/wp-content/uploads/2014/10/Telstra-Case-Study.pdf