monetizing unserviceable customers brian young & dan turak
TRANSCRIPT
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Monetizing Unserviceable CustomersBrian Young & Dan Turak
Welcome to FISPA LIVE!
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How many unserviceable customers do you turn away every….
A Common Problem for WISPs
Who’s selling and servicing these customers if you aren’t?
YEAR
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Is it…
Unserviceable customers
Do you know how much this costs you?
25%? 30%? 35%, or more?
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5 unserviceable customers over one month at $60/ARPU
Lost Revenue & Profits
-$300/ month
-$3,600 over 1 year(for JUST those 5 customers!)
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Classic 10 Business Model Sample
Monthly Add Year 1 Revenue Year 1 Margin 3 Year Revenue
4 $19.5K $10.3K $67.5K
8 $39K $20.6K $135K
12 $56K $29.8K $204.5K
Achieve 53% Gross Margin on Service Plan
If you’re unable to service JUST 4 new customers every month (@$60 per month)
1st year LOST REVENUE - $19.5K 3rd year LOST REVENUE - $67.5K
At 53% gross margin after 3 years that’s > $30K in lost profits!
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These previously unserviceable customers don’t have to represent lost profits any longer!
• Don’t say “no” to customers who called you seeking a quality broadband solution!
• Don’t say “sorry– no line of site available at your home today”
• Sell and serve more customers• Expand your market • Increase your profits
Eliminate Lost Profits
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WISP Reseller Program• Specifically developed by CTI and ViaSat for
WISP’s• Quality, proven, affordable high speed plans• Happy, satisfied customers • Offering a unique solution for unserviceables
while creating a new, incremental profit opportunity for WISPs
The Solution is Available Now!
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• ViaSat is the parent company of the Exede service brand• Satellite Communications Company – Government, Residential &
Commercial/Enterprise– Government – Defense Dept. – Disaster Recovery - Red Cross– Oil & Gas Industry– Mobility - United and Jet Blue airlines – more to come – 651,000+ residential/business subscribers – over 35K new Gross Adds per month
• 3,000+ employees• $1.4 billion annual revenues • 28 years in business• Headquartered in Carlsbad CA• Satellite Services Division in Denver CO (400 Employees)
ViaSat Overview(VSAT – NASDAQ)
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SMB and Consumer Business is in Satellite Services Unit
Satellite Services
Satellite Networks
Government Systems
ViaSat
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In-Flight WiFi
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• Slow• Expensive• Service of last-resort for
unserved markets• First generation satellites• Never-the-less, was able to
meet demand in unserved markets
WildBlue – Legacy Service
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• ViaSat-1 launched in Q4 2011• Exede service launched in Q1 2012• World record for highest-capacity satellite– At the time of launch, it had greater capacity than
all of the other satellites covering North America added together
• Bronze winner for the 2013 Edison Awards
ViaSat-1 – A New Satellite
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• More than 80% of the population in the U.S. lives in areas served by our highest speed Exede 12 service through the ViaSat-1 satellite.
Exede Speeds
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• Residential Plans & pricing differentiate by data plans, not by speed– Classic– Classic + Evolution– Freedom
Exede Retail Service Plans
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Exede Retail – Classic + Evolution
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Exede Retail – Freedom
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*Retail prices do not include $9.99/mo lease fee charged to customers by ViaSat.
Exede 5
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FCC Ratings – Delivering on Advertised Speeds
• 2nd year in a row – Exede rated #1 in delivering on advertised speeds!
• Government-based (FCC) study, inclusion was voluntary for providers
• Fiber, cable, DSL and satellite– Some of the participants: AT&T,
CenturyLink, Charter, Comcast, Cox, Verizon, Windstream
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• Download Speeds as a Percentage of Advertised, by Provider
FCC – Broadband Provider Comparisons
Source: Measuring Broadband America 2014 Report, FCC, Chart 1: Average Peak Period and 24-Hour Sustained Download Speeds as a Percentage of Advertised, by Provider – September 2013 Test Data
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Enabling WISPS to resell Exede to unserviceable customers
Program Benefits:– You own the customer– Choose your high speed Exede service plans– You set the pricing– You do the billing– Use your own brand or Option for Co-Brand– Excellent margins
Exede Reseller Program
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• Showroom Accounts for Demo• Customizable marketing materials
available through Armstrong and Lorex
Marketing Support
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Hardware
• Fulfilled by ConVergence• Sold in 4 Packs• 12 month warranty managed through ConVergence• Variety of Accessories
Antenna (ODU) / Dish(28” x 26”)
Modem (IDU)Coaxial Wired
WISP can sell customer wireless router, VoIP, and other Value Added Services
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Installation Options
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• Maintenance & Installation Tool for Exede app
• Works on Android and Apple
• Allows for precise pointing, peaking, and troubleshooting
MITe Installation App
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• Office personnel– Order entry and online
portal training– ViaSat Central– Approx. 1.5-2 hours
• Tech certification– Online course 3-4
hours– ViaSat Central– Instructor-lead
webinar 3-4 hours• Offered 2-3x each week
Training
Free comprehensive training – including free demo service for store or office
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• WISPs customer has access to “MySatellite Portal” to check usage and buy more data
• WISP has admin functionality to this portal
Customer Support
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• Access customer information including service and modem status– Access onsite or remotely– Can be used before, during and after a service call– Assists in trouble-shooting and validating service quality
eSVT – Enhanced Service Visibility Tool
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Exede Business & Exede Continuity
Exede Business is tailored to the unique needs of businesses that require a more robust Internet service plan or that are outside of the service area of high-speed cable or fiber. Exede customers include businesses with single or multiple locations requiring greater bandwidth and business class services as well as small to medium-sized companies that have multiple users of a company network.
Launching Soon! Exede Continuity is an ideal solution with a national footprint for businesses requiring a diverse access backup or redundant Internet connection readily available in the event their primary service goes down.
• MADE FOR BUSINESS: Exede Business and Exede Continuity come with fast speeds, large data allowances, priority maintenance and persistent IP addresses.
• FAST DOWNLOADS: Get up to 15 Mbps of download speed.
• FAST UPLOADS: Up to 4 Mbps upload speed. Quickly send files, share photos, or video-chat with Skype.
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Exede Business
*Includes lease fee
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New Exede Business PlansComing May 2015
• Exede Business Plans – Designed to “fill in the gaps” by providing quality high speed
broadband primary service in unserved & underserved markets where cable/telco’s can’t or won’t go
– Speeds 15 Mbps down by 4 Mbps up– Includes persistent IP– ViaSat will be enhancing our current 30GB plan and adding
new, additional plans– Eliminate data limits or caps – Multiple plan options with competitive price points serving
small, medium and large data usage customers
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• Exede Business Continuity– Diverse access, back-up or redundant service– National Footprint– High Speed – Low Cost– Uncapped usage– Persistent IP included– Pooled data– Attachment Opportunity for primary cable & Telco sales
New Exede Business PlansComing May 2015
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• Complete and execute reseller agreement with ViaSat (process administered by CTI)
• Include insurance certificate• Enroll and complete training programs– Office personnel portal training– Tech certification
• Order equipment from CTI• Obtain customizable marketing materials• Begin selling your unserviceable customers!
Next Steps… Getting Started
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Classic 10 Business Model Sample
Monthly Add Year 1 Revenue Year 1 Margin 3 Year Revenue
4 $19.5K $10.3K $67.5K
8 $39K $20.6K $135K
12 $56K $29.8K $204.5K
Achieve 53% Gross Margin on Service Plan
If you’re unable to service JUST 4 new customers every month (@$60 per month)
1st year LOST REVENUE - $19.5K 3rd year LOST REVENUE - $67.5K
At 53% gross margin after 3 years that’s > $30K in lost profits!