In-Store Self Service Solution

September 2011

Why Self-Service Terminals?

• Limit queuing time compared with counter service

• Assisted selling

• Providing hassle-free bill payment services

• Providing promotions such as up-selling

• Prompting call to actions for promotional activity

• Offering additional products & services that are not available in store

• Create additional branded points of presence without the investment in a store

• To eliminate current issues in E-Voucher sales

Conditions For Successful SST Op.• Attended area & high traffic flow

– Up-time SST– Quick service times regarding swap-outs & problem solving (office

hours)– Remote problem solving– Immediate call centre access (transaction-related issues)– Education shop employees (ease of operation)– Integrated sales & bonus programme shop employees– Positioning and design of SST– Marketing & advertisement concept SST (using flat-screens to introduce

new products)

• Unattended / 24-7 service concept– Extra service 24 hour availability– Solid refund scenario– Optimized call centre access– Positioning and design (steel etc.) of SST

Self-Service Terminal

• Modular set up

• Top-quality components

• Flexible framework

• Excellent service for optimal up-time

Modular Set-Up

• Components are available both in a cabinet (standard or made to measure) or as separate components that can be integrated in a shop wall.

Quality Components

• All components are sourced for durability and low maintenance

• Components are based on international standards and are available internationally, which enables a quick rollout

• Maintenance can be performed on a components-swap basis for minimal downtime

• All components have a minimum of 36 months warranty

Set-Up May Include

• Capacitive touch screen• PC• Note validator• UPS• Barcode scanner• Printer• Card-payment terminal• Second screen for narrowcasting• Router• Physical vending unit• Coin mechanism

Flexible Software Framework

• One core application controlling all components as well as processes

• Allows for a flexible set up of the sales process

• Changing steps and sequences in applications

• Adding and removing of additional applications on the SST

Payment Solution

• Software solution for the control of various payment solutions

• Card payment terminals for Maestro, and all major credit cards

• Cash payments (bills & coins)

• Change giving optional

Maintenance

• Remote monitoring of systems

• Software on SLA basis

• Hardware repair on swap basis

• Repair off-premises Terminal management system

Team viewer

Functionality• Prepaid reload own-use or gift (with gift message SMS option)

– PIN (printed / SMS’d voucher code)– Direct recharge

• Bill payment• Intake of repair items (Dynafix)• Sales of international credits• Sales of other providers as conversion tool• Sales of other traffic-generating products like iTunes, tickets,

gift cards etc.• € 0 SIM + activation + registration• Online sales of catalogue items (accessories) (Dynafix long

tale catalogue)• Loyalty• Sales of hardware (SIMs, surfsticks, phones)

• Repair management (Dynafix solution)• Defining problem (description) via decision tree• Take-in via ticketing system• Pick up of repair units by UPS• Tracing & tracking in shop

• Info services• Info on pre & post-paid offers• Cross selling / marketing actions of branding partners (co-financing

model)

• Customer survey• Measuring customer satisfaction immediately after transaction• Quick Survey – receive instant feedback on customer surveys

Possible E-Service Extensions

Possible E-Service Extensions

• Bonus award for existing customers (increasing ARPU)– Happy hour mechanism

• Customer can get double top-up at predetermined time slots• Spread shop traffic

– Member get Member• Customer can print a gift voucher to get extra top-up for a friend which gives

him a bonus too (increase shop visits and ARPU community)

– Loyalty top-up• An intelligent system which keeps track of use of the SST and its

users• A system which can apply certain business rules to increase top-up

/ ARPU for customers frequently visiting the particular T-Mobile shop

– Couponing with brand partners (cross promotions)

Possible E-Service Extensions

• Lead generation– Postal-code / street / age check

• To move a prepaid customer to a post-paid subscription• Get marketing data from prepaid customer

• Stock management– Prepaid hardware outlet

• Special button for old stock with special offers (not available in shop any more)

• Loyalty based– Reservation systems for loyal customers (iPhone waiting list)

• € O SIM cards– Can be activated/ registered via touch-screen (internet based)– Top up can be bought via SST immediately