Carphone Warehouse 2014 Annual Report Download - page 18

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Carphone Warehouse Group plc
Annual Report 2014
16
STRATEGIC REPORT
Strategy and KPIs
13–14 ACHIEVEMENTS
OBJECTIVES
CONTINUE TO BUILD SCALE
Leverage global scale
tobuild strategic
relationships with key
suppliers and partners
Replicate success
ofBestBuy Mobile in
theUS by partnering
with retailers in
targetmarkets
+Delivered significant postpay market share gains in the UK
+Continued to develop franchise and managed services businesses, which generally require
limited capital investment
+Entered into global purchasing agreement with major Ukrainian retailer, Allo
+Signed store-in-store ("SIS") agreement with Media-Markt Saturn in the Netherlands,
forapproximately  stores, as well as an online partnership with Redcoon, itsonlinebrand
+Signed SIS partnership agreement with Harvey Norman inIreland, for  stores
CONTINUE TO DEVELOP CONNECTED WORLD SERVICES
Leverage expertise
andsystems capabilities
to provide managed
services to third parties
+Signed a preferred-partner agreement to run Samsung Experience Stores
acrossEurope
+Continued to develop omni-channel platform, honeyBee, with Accenture
+Continued to develop third party service agreements with RBS, for the provision
ofmobile phone insurance, and with TalkTalk and British Gas, forthe provision
oftechnical support services
+Signed insurance sales and administration agreement with Innov in France
OWNERSHIP OF THE CONNECTED WORLD
Provide outstanding
value and simplify
complex areas of
connected technology
forour customers
Enhance multi-channel
platforms to improve
customer choice
+Delivered record market share gains in online new subscriptions and upgrades in the UK
+Successful launch of online live-chat functionality
+Improved and adapted online and in-store customer journeys
+Focused on social media and m-commerce to drive traffic and improve conversion
+Launched a tablet-based sales tool called Pin Point, which enables our colleagues
instore to explore our customers’ needs around complex areas such as data usage,
Gcoverage and how to future-proof tariffs
+Invested in nationwide training and engagement events for all our UK colleagues
todevelop a world-class assisted sales experience for our customers
+Launched the Geek Squad quick-start self-help programme on our GeekSquad.co.uk
website, offering free technology advice
+Developed a number of new insurance propositions for our customers, including
multi-policydiscounts
+Continued to improve customer service, achieving record customer recommendation
scores for the year