Differentiating with services
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1 KONE CMD 2017 Differentiating with services HUGUES DELVAL, EXECUTIVE VICE PRESIDENT, SERVICE BUSINESS SEPTEMBER 29, 2017
2 AGENDA STRONG PERFORMANCE IN SERVICES EXCELLENT GROWTH OPPORTUNITIES FURTHER IMPROVING OUR COMPETITIVENESS
3 Strong performance in services
4 A typical day in our services business >1.15 million units in maintenance base >400,000 customers served Over 1 billion people moved ~70,000 maintenance visits orders booked Operations in over 60 countries
5 Our customers value the service we provide, and we continue to see a lot of potential for further improvement Our service business customer satisfaction has improved steadily Our customer loyalty is at a good level Maintenance quality Competence of our people..but we want to further improve going forward! Quick response times Customer relationships Hugues Delval KONE Capital Markets Day KONE Corporation
6 We have grown faster than the market in maintenance with positive development in profitability Maintenance sales 2009-H1/2017 MEUR, CAGR at comparable rates 3,000 2,773 2,500 CAGR 6.5% 2,000 1,500 1,626 1, H1/2017 Maintenance sales 6
7 The growth of our maintenance base has been driven by conversions in Asia-Pacific in particular Components of units in maintenance growth Closing Lifts in Service at end of year n-1 Geographic split of maintenance base Units Conversions +6.4% Wins Losses Other *) Acquisitions Closing Lifts in Service at end of year n ORGANIC GROWTH Conversions have been the main driver for growth Competition balance (wins vs. losses) was slightly negative in 2016, but trend improved ~750, >1,100, CAGR, % 4% 20% EMEA North America APAC * Equipment taken out of use 7 Hugues Delval KONE Capital Markets Day KONE Corporation
8 Our actions in modernization have enabled us to grow faster than the market in a profitable way Modernization sales 2009-H1/2017 MEUR, CAGR at comparable rates We have put increasing focus on modernization sales management and pricing Focused sales efforts % Monthly pricing governance in place Increasing customer awareness of the benefits of modernization H1/2017 4%-pt improvement in hit rates since Hugues Delval KONE Capital Markets Day KONE Corporation
9 Excellent growth opportunities
10 Maintenance: the market in Asia-Pacific is expected to see the fastest rate of growth going forward NORTH AMERICA CAGR +1% CAGR % EMEA 5.9 ASIA-PACIFIC CAGR +16% E E E Units in operation Units in operation Units in operation Source: KONE estimates 10 Hugues Delval KONE Capital Markets Day KONE Corporation
11 Modernization: over half of the E&E in operation in the mature markets is over 20 years old ~1.2 ~5.7 ~4.3 ~55% ~55% ~5% Total U.S. installed base Of which at least over 20 years old Total European installed base Of which at least over 20 years old Total China installed base Of which at least over 20 years old ~1.0 ~20-25% Total Rest of Asia-Pacific installed base Of which at least over 20 years old Source: KONE estimates 11 Hugues Delval KONE Capital Markets Day KONE Corporation
12 Technological disruption is changing overall customer requirements in services Anywhere, anytime Services should match customers individual needs Everything and everyone is connected Open and transparent Customers are informed in real-time about what s going on with their equipment, so that they can further provide transparency and efficiency to their customers New technology gives us a great opportunity Responsive, proactive and predictive IoT and analytics provide improved safety and availability of our equipment to learn new ways of working and serve our customers and users in smarter and more exciting ways. 12
13 Continued good growth opportunities Solid growth drivers Growing market in the Asia- Pacific region Increasing awareness of safety & quality Market consolidation opportunities in many regions Digitalization acting as a game changer 13 Hugues Delval KONE Capital Markets Day KONE Corporation
14 Further improving our competitiveness
15 We are building on our strong new equipment position We have a strong position in the growing Asia-Pacific maintenance markets 19% market share in Market position EMEA North America new equipment China Rest of Asia- Pacific #2 #4 #1 #1 <10% market share in maintenance Market position EMEA North America China Rest of Asia- Pacific #3 #4 #1 #2 Source: KONE estimates
16 Our aim is to differentiate further from our competitors in both maintenance and modernization New services and offerings Competent personnel with a true service mindset Improving customer communication and transparency Strengthened differentiation 16 Hugues Delval KONE Capital Markets Day KONE Corporation
17 The New KONE Care has been rolled out in Europe with positive customer feedback Co-created with customers and concept validated in pilots The deployment is accelerating Positive customer feedback, in particular regarding individually tailored service and being listened to Higher customer satisfaction generates higher conversion and retention Positive development in contract pricing 17
18 24/7 Connected Services launched with good momentum 24/7 Connected Services launched in China, Finland and Germany. Around 10 countries live by the end of 2017 with the roll-out continuing into 2018 We aim to differentiate our offering with: So transparent, you'll stay in the know So intelligent it s predictive Understanding our customer needs Analytics and technical aspect will play an important role; however understanding our customers business is key So safe, by keeping watch 24/7 18
19 The new KONE Residential Flow to improve the ease of access to residential buildings Have you missed deliveries? Have you faced challenges in getting to your home? Has communication been challenging in your building? KONE Access KONE Visit KONE Information KONE Flow app 19 Hugues Delval KONE Capital Markets Day KONE Corporation
20 We have good upside in maintenance productivity Productivity drivers: Competence of our people Quality: fewer call-outs means better productivity Density & growth Connectivity: We have lower call-out rates in our pilots New technologies and processes: Better structure for technicians day Reduction of non-value adding tasks Productivity varies by country as there are significant differences between local maintenance regulations
21 Concluding remarks
22 Excellent growth opportunities in all markets Our aim is to differentiate further by providing more value to our customers The roll-out of new services is gaining traction and shows promising results New technologies also enable improved productivity
23
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