The document discusses a partnership between Yoigo and Qvantel to deliver business support services from the cloud. Yoigo is a telecommunications operator in Spain that has experienced rapid growth with a low-cost model focusing on outsourcing and simplicity. It outsources customer processes to 6 European countries while keeping overhead low at only 89 employees. Qvantel is a business process outsourcing company that can help deliver Yoigo's services faster and cheaper using a platform-as-a-service model in the cloud. The partnership aims to help Yoigo further reduce costs while accelerating time to market for new services.

1. Yoigo – Qvantel Partnership -
Delivering Business Support
Services from the Cloud
Management World 2010
Nice, France 18.-20.5.2010
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2. Introduction to Yoigo
Our company
SPAIN IS EUROPES MOST EXPENSIVE MARKET
YOIGO IS POSITIONED AS A NO FRILLS OPERATOR FOCUSING ON
SIMPLICITY, TRANSPARENCY AND LOW COST
Quality/Coverage New services
Price
Source : European Commission 2009
Management World,
2 Nice, France 19.5.2010

3. Introduction to Yoigo
Our challenge
YOIGO HAS BEEN SUCCESFUL IN CHALLENGING THE SPANISH OPERATORS
AND IS THE FASTEST GROWING OPERATOR IN THE SPANISH MARKET
KEY ELEMENTS SO FAR HAS BEEN TIME TO MARKET, SIMPLICITY IN OFFERS AND A
RAPID DEPLOYMENT OF OUR SALES NETWORKS.
Q1 - 2010
Commercial • 0 – 7 Calender days
campaigns • Cost 200 – 1000 €
New • 24 Calendar days
VAS-services • Cost 10 – 15 k€
• 82 Calendar days
Source : CMT, national regulator, March report 2010 Development • Cost 60 – 250 k€
project
Management World,
3 Nice, France 19.5.2010

4. Introduction to Yoigo
Our operating model
WE HAVE A UNIQUE OPERATING MODEL HIGHLY BASED ON OUTSOURCING
WITH ONLY 89 EMPLOYEES IN YOIGO.
OUR CUSTOMER PROCESSES ARE PRODUCED IN 6 COUNTRIES IN EUROPE,
KEEPING PEOPLE IN SPAIN BUT SYSTEMS WHEREVER THEY ARE.
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Management World,
4 Nice, France 19.5.2010

5. Introduction to Yoigo
It seems to work for our customers
WE ALSO HAVE THE MOST SATISFIED CUSTOMERS IN THE MARKET
CUSTOMERS ARE ESPECIALLY SATISFIED IN KEY AREAS IN A MATURE MARKET
Yoigo Postpaid Satisfaction vs. Competitors
High level of
commitment 86,2
82,0 83,1 82,4
81,4
83,7 81,9
80,7
Medium level 80,9 81,0
of commitment 76,3 80,4 79,8 78,2
78,0 74,9
75,8 73,6 74,6 75,4
72,0
73,0 69,4
67,1 72,4
69,0
66,7 63,0 68,1
Low level of
commitment
57,8
58,9
57,7
Global
Global Sat Contract Value for
Value for Comunications
Coverage Aditional
VAS – Telephonical
Customer Recharge Relationship
Relationship
Purchasing Billing
satisfaction Process money
money Quality Services
Services
Att
Care
with Cust.
with
customer
YOIGO Movistar Vodafone Orange
Management World,
5 Nice, France 19.5.2010

6. Customer Care platform
Customer Care platform
• 96% of issues managed from first line of support
using single user interface.
• Average call duration 4 minutes and 20 seconds
• Lowest staff rotation in the industry
• Cost per customer 1/3 of industry average
Management World,
6 Nice, France 19.5.2010

7. Introduction to Yoigo
It definitely works for us
YOIGO IS BETWEEN 2 – 3 TIMES MORE COST EFFICIENT IN OPERATIONAL PROCESSES
AND THEIR SUPPORT SYSTEMS THAN MOST EUROPEAN OPERATORS
% OF COST OVER REVENUES
Low efficiency High efficiency Today GOAL 2015
Sales + order mgmt
Process Order fulfillment
Customer service
costs Billing & Collection 16% 9% 5,9% 4,2%
Product mgmt
Retention
Operational BSS
Financial systems
IT 3:rd party integrations 3,8% 2,1% 0,7% 0,6%
costs (Not OSS - systems)
Process
+ IT costs
Summarized from above 19,8% 11,1% 6,8% 4,8%
Source : Yoigo estimates based on various external benchmarks Management World,
7 Nice, France 19.5.2010

8. Introduction to Qvantel
• Business Process Outsourcing References
& Consulting Company for
Business Support Services
• Strong team of 130+ people
with 8,3m€ revenue 2008
• Key Strengths
⇒ 50% faster Time to Market
⇒ 50% lower IT and Process
costs
⇒ True partnertship business Locations
models with Platform-as-a-
Service and Pay-As-You-
Helsinki/
Go business model Jyvaskyla
⇒ Agile platform for Finland
innovation to conquer the Malmö
market Sweden
Hyderabad
India
Singapore
Management World,
8 Nice, France 19.5.2010

9. Platform-as-a-Services
from the Cloud
Management World,
9 Nice, France 19.5.2010

10. Complete platfrorm
Product Operations Fulfillment Assurance Billing
Life Support
Cycle and
Management Readiness
Customer Relationship Management
Service Management and Operations
Management World,
10 Nice, France 19.5.2010

11. Innovative business model
Complete Carrier Grade
Platform-As-a-Service
50% lower
Total Cost of Ownership
50% faster
Time To Market
Complete transparencey
with Pay-As-You-Go
revenue model
Management World,
11 Nice, France 19.5.2010

12. Questions & Answers
Thank you!
Johan Andsjö, Yoigo, +34 633 000 000
Ilkka Aura, Qvantel, +358 45 634 5252
Management World,
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Nice, France 19.5.2010