BT WHOLESALE S MESSAGING PORTFOLIO Welcome to the revolution

BT WHOLESALE’S MESSAGING PORTFOLIO Welcome to the revolution 1

IT’S SIMPLE, REALLY You hear it all the time: technology is making communications easier. But in reality, the different propositions often end up over-complicating what should be a very simple exercise. The only question that needs to be asked is: How do you stay in touch with your customers? 2

Click to edit Master title style THINK OF THE POSSIBILITIES HOW ARE YOU GETTING YOUR MESSAGE OUT? ARE YOU AWARE OF THE POTENTIAL USES FOR BT’S MESSAGING PORTFOLIO? HOW ABOUT THE POTENTIAL MARKET SIZE? THE REACH YOU COULD HAVE? DID YOU KNOW YOU MAY BE ABLE TO REDUCE OVERHEADS AND CREATE NEW REVENUE STREAMS BY UTILISING MESSAGING SERVICES? 3

GETTING THE MESSAGE OUT THERE The monthly volume of text messages sent in the UK hit a record 3. 19 billion in March 2006 – that’s 24% more than the same month in 2005. The messaging market is set to be worth more than £ 26 billion by 2010, which means it’s likely your competition is looking into these capabilities as we speak. 4

THE BIGGER PICTURE There’s a much wider scope for SMS than just texting a friend. BT’s messaging story is based around four distinct applications which, when used together, create a complete picture. Sure, you can pick and choose if you wanted to, but these applications complement each other and let you use each to its full potential. Get to know the characters in this story, and choose your own adventure. 5

INTERACTIVE CUSTOMER MESSAGING (ICM) Stay in touch with your customers 24 hours a day, seven days a week • • • 6 Low on cost and manpower needs Totally managed and automated service Send bulk messages to your customers – and let them respond immediately and automatically Interactive voice messaging capabilities with text messaging on the way Messages sent via an easy-to-use web portal which allows you to see responses in real time A scalable solution

MANAGED SMS (MSMS) If ICM is the phone, managed SMS is the phone line – this is how you get text messages from one place to another. • • 7 Bulk SMS facility Aggregated via a BT Wholesale Managed Gateway Traffic works both ways Includes reverse MSM charging Can track on-line messages Highly regulated service, so there is no fear of annoying SMS messages or spam. Cost-saving device useful for target marketing Unique or shared short codes available

FIXED LINE (FLT) TEXT The wise old character of this story, fixed line text has been around for years – it’s just that awareness is still not as high as it could be. The vast majority of fixed phone lines can receive fixed line texts – *if there is a display panel, it comes through as a text message; otherwise the message is converted to speech. . Fixed line text integrates the Fixed Line phone with the mobile SMS revolution and delivers text messages to all landlines. * End user must be registered for receive text on landline 8

PREMIUM RATE SERVICES This is the lucrative one, taking reign over the “participation media” market. Customers pay rates above the normal subscription service on messaging to interact with television shows, entertainment, news polling and more. The revenue possibilities are obvious, but it can also be a useful marketing tool as customers interact with business via messaging services. 9

WORKING TOGETHER The messaging market can be fragmented, making it difficult to negotiate for both you and your customers. There are many potential dangers: • • • Services are created in silos resulting in a complex architecture Multiple devices may be required for different services, locations and purposes Reported difficulties in integrating services But this doesn’t have to be the case. BT’s messaging applications complement each other, creating a complete messaging picture and helping to close the gaps in communication. 10

MAKING IT HAPPEN H 3 G T-MOBILE (inc Virgin) ORANGE ICM Portal VODAFONE ICM Portal Internet BT SMS Gateway 02 ICM Portal Other networks (inc BT Fixed Line) Create a message and then send it via your ICM portal, which utilises the internet and BT’s SMS gateway to get the message to customers on any network. Customers can then respond to the message, with the answer coming back to you via the same gateway. 11

WHAT’S IT GOOD FOR? The four products work seamlessly together. For example: • Use the Managed SMS gateway to deliver your bulk messages – including to fixed line phones – while using ICM to target more select markets • Send Premium Rate services via Managed SMS gateways • Send ICM reminders via Fixed Line Text By joining the applications to make one system, you can take full advantage of communicating with today’s ‘always on’ culture – all at the click of a mouse. 12

WHAT DOES THIS MEAN FOR YOUR BUSINESS? In a medical profession • • 13 Remind patients of appointments, reducing costs associated with no-shows Alert patients to the availability of test results Medication reminders Sharpen field operations – e. g. send a message telling a patient when an ambulance is on its way so they can be ready

WHAT DOES THIS MEAN FOR YOUR BUSINESS? In a call centre • • • 14 Get messages out to large numbers of customers at once Get feedback from customers quickly and easily – all they need to do is press a button Reduce overheads Reduce the need for large volumes of staff Put less pressure on more costly channels by promoting customer self-service for routine enquiries, leaving staff to deal with more complex issues Less frustration for customers calling as queues could be shorter

WHAT DOES THIS MEAN FOR YOUR BUSINESS? Banking • • 15 Curb debt and credit card fraud Alert customers instantly if you monitor unusual activity on their account Authentication / Process updates / Contact centre applications Deliver account balances, mini statements or overdraft status alerts Remind customers of overdue payments Reach even the most elusive customers – remember you can text to both mobiles and fixed line home phones If half of all bank account holders in the UK demanded a weekly text update, this alone could generate several hundred million texts per year (Frost & Sullivan)

WHAT DOES THIS MEAN FOR YOUR BUSINESS? In education • • • 16 Alert parents to truancy, punctuality issues and more Send notifications of results Remind parents of appointments with staff Alert staff and students to closures or other issues Each school may generate revenues of £ 2, 000 each year, making a market potential of £ 24 million (Frost & Sullivan)

CASE STUDY REMIND ME Research into the BT Remind Me solution revealed very positive results: • 53% said the appointment reminder was “very beneficial”, while 37% said it was “fairly beneficial” – an overall benefit of 90% • 20% said they would have “definitely” forgotten the appointment, and 23% “possibly”, without the reminder • 56% “strongly agreed” that the automated appointment reminder was useful to them, and 35% “tended to agree” • 57% said that the reminder “helps improve the efficiency of services provided to me by BT”, and 35% “tended to agree” with that statement • There was an overall satisfaction rate of 96% with BT Remind Me (Millward Brown Ulster) 17

GROW YOUR BUSINESS IMPRESS existing customers with your innovation – and attract new ones LAUNCH innovative new services 18 GENERATE more revenue by informing customers of other products TARGET different sectors of your customer base with a more personalised service DO essential market research via ICM’s response mechanism

GET INTO IT A comprehensive messaging portfolio can not only keep your most important asset – your customers – informed, but also help to grow your business and cut costs at the same time. Put yourself in the story and see where it takes you. Contact your BT Account Manager today. 19