TalkTalk + Open-Xchange. TalkTalk Mail

Transcription

1 TalkTalk + Open-Xchange TalkTalk Mail

2 UK-wide provider of value-for-money Internet access, Voice and TV services 4 million customers on unlimited broadband and fibre connections across B2B and B2C Strong emphasis on Online Security and child safety

3 OUR CHALLENGE

4 LEGACY

5 2 Million people in the UK use @tiscali.co.uk 4 different platforms

6 Why offer in 2018? 6

7 Tenure: most customers have been with us for a long time Revenue: customers with spend more money with us Engagement & Upsell opportunities

8 We decided to re-launch our service based on 4 simple customer promises: My works on all my devices My is always available and works fast I can trust TalkTalk to be secure Ads are not getting in the way

9 Why Open-Xchange as-a-service? 9

10 As-a-service solution with a strong focus on Security & Privacy Great end-user experience across platforms Strong roadmap for current products and future services

11 We worked with OX on what s needed to make this migration a success. 11

12 Before rolling it out to all our customers, we agreed with OX to test AppSuite with 10,000 trialists. 12

13 We recruited a diverse group that provides a good representation of our user base Gender Male 76% Female 24% Age Tech-aversion Segment <1% <1% <1% % % % % % % % % % I love using new technology and rarely need help 24% 24% 28% 16% 9% I don t enjoy using new technology and often need help N/A 13% A 16% B 23% C 7% D 11% E 19% F 11% 13

14 We agreed on a set of user interviews and surveys to understand what our users really need. Survey Hopes & fears Survey Premigration Experience Month 1 Month 2 Month 3 Month 4 Month 5 Month 6 Month 7 Month 8 User Interviews Legacy platform feedback TRIAL RECRUITEMENT TRIAL PREMIGRATION User Interviews Live product feedback User Interviews First feedback on UI TRIAL MIGRA TION Survey Product TRIAL POSTMIGRATION Survey Postmigration Experience 14

15 What customers told us. 15

16 What our customers told us. Know what was happening before it happens. Have the opportunity to learn more about the new platform before the migration. Once they have been migrated, have a very short demo of how to use the platform. Receive a few tips about the new platform shortly after they have been migrated. 16

17 Based on the feedback we designed a customer journey that was working for our users. 17

18 Based on OX Customer Success team recommendations, we created a user journey for each user s migration to our new platform covering 3 key phases: Migration First-time experience Engagement Premigration Messages Users receive up to 4 s before the migration to inform them about the change. Login Users login to the new TTM using the same login page as usual. Help page If they need more help, users can access a dedicated help page. Premigration Landing Page They can learn more on a dedicated page and check if they need to do something. Migration The migration happens in just a few minutes thanks to data pre-sync. Recovery details Users are requested to provide their recovery details if they haven t done so before. Quick configuration Users make sure their settings are up to date. Onboarding Messages Users receive a series of 3 s explaining a few features they might have missed. Onboarding Banners Users see special banners explaining some of the features. End of Migration Message Users receive an to inform them that the new TalkTalk Mail is ready for them. Onboarding video Users can watch a video presenting the new platform and showing key features and then land in their mailbox. 18

19 OX Customer Success team helped us to create a dedicated website to answer users questions before the migration OX Customer Success team produced a TalkTalk branded introduction video to the new platform. In addition to the video, an overview of the features allowed users to familiarise themselves with the changes to come. The landing page also included an FAQ page and instructions on what to do before the migration. 19

20 Our users told us that a step-by-step tutorial wasn t their preferred way of discovering the platform. They also didn t understand why they were not seeing their usual interface and why they had to provide some personal information like first and last names. OX Customer Success team helped us to adapt the first-time experience to our customers so we could focus on educating them on the most important features. With their help, we created a tutorial video & additional screens to replace the step-bystep tour. 20

21 OX Customer Success team also helped us to created postmigration support content and landing page The postmigration pages include a Quick Start guide, Overview & tutorials, FAQs and troubleshooting page. After migration 21

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23 Our OXaaS 23

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