Telstra 2015 Annual Report Download - page 15

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_Telstra Annual Report 2015
Telstra Air
At launch, Telstra switched on more
than 4,000 hotspots in more than
250 towns and cities across Australia.
How to log on
Eligible Telstra home broadband
customers with an ADSL, Cable or NBN
connection and a compatible gateway
can become members of Telstra Air.
More than a million home broadband
customers already have a Telstra
Air-ready gateway so can join the
Telstra Air Network if they wish to do so.
After they are enrolled to use the service,
customers can use the Telstra Air App
(available on iOS and Android devices).
Customers are able to locate and
automatically connect to their nearest
Telstra Air hotspot in Australia or Fon Spot
when travelling overseas. Customers can
nd out more, including information on
compatible gateways at telstra.com/air.
Strategy and Performance_
Customer and revenue growth
Our network superiority and customer
advocacy initiatives continue to attract
new customers. With an increasing
appetite for data, our higher value
plans with increased data allowances
are becoming even more attractive
to customers.
We had another strong year in the
mobiles product portfolio, with the
strongest revenue growth in four years.
Retail customer services increased
by 664,000, bringing the total number
to 16.7 million.
With the expansion of our 4G network
there are now 7.7 million 4G devices on
our network.
While there was continued decline in
the number of xed voice services, this
decline was the lowest seen in ve years,
driven by successful bundling of our xed
products. The total number of customers
on a bundled plan increased by 280,000
to 2.2 million, or 71 per cent of the retail
xed data customer base.
Retail xed data revenue increased
7.3 per cent due to increased subscriber
growth and higher average revenue per
user. We now have 3.1 million retail xed
data customers, an increase of 189,000.
NBN
The revised NBN Denitive Agreements
we reached with NBN Co and the
Commonwealth to support a multi-
technology model for the NBN have
now come into effect. While these were
nalised, NBN Co continued to deploy
its bre-to-the-premise network in
parts of Australia, as well as their xed
wireless network in regional areas.
Telstra is Australia’s leading provider of
consumer and business services on the
NBN bre-to-the-premises network. As the
NBN roll-out continues, we are seeing good
momentum. As at 30 June 2015 we had
211,000 NBN connections, made up of
161,000 voice and data bundles, 9,000
data only and 41,000 voice only services.
These customers now have access to
higher speeds, which is driving increased
use of video streaming, as well as helping
businesses take advantage of online sales,
cloud computing and video collaboration.
In the rst areas where NBN Co built
its bre-to-the-premise network, the
migration of eligible services has taken
place and the disconnection of Telstra’s
legacy copper and HFC networks has
occurred. This represents a fundamental
change in industry structure and a
lot of work has gone into ensuring the
migration of services to the NBN has
occurred with minimum disruption.
Across the sector, the experience of
Australian consumers and businesses
adopting an NBN service is not a
consistently positive one. Telstra has
developed a number of initiatives to
improve the experience of Telstra
customers connecting to the NBN, such
as giving consumer customers greater
exibility through a simple Self Install
Kit for connecting on NBN bre and
establishing an NBN customer service
centre of excellence in Hobart.
These initiatives have underpinned
a signicant increase in customer
advocacy scores for our NBN services
year-on-year. We look forward to
continued improvements in this area,
which should be helped by changes to
the Migration Plan that were recently
accepted by the Australian Competition
and Consumer Commission (ACCC).
Simplifying the business
The rate of technology innovation
is accelerating and changing the
face of our industry. Simplifying our
business is therefore a critical
component of our strategic agenda,
both in removing complexity from
our core, and being more adaptable
and responsive to market needs.
Our simplication strategy is centred on
driving customer advocacy, productivity
and organisational agility through
simplied processes, products, systems
and networks.
Enhancing the customer experience
We continued to roll out our multi-year
Digital First program, aimed at using
digital tools throughout the company
to improve the speed and quality of
the service we offer to customers.
The program included:
• signicant customer experience
improvements for our Global Enterprise
and Services and Telstra Business
Managed Customers in the way
they manage invoices through the
enhancement of T Analyst®, our online
billing and reporting tool
• with the launch of Contextual Care,
some new ADSL customers can scan
a unique QR code to instantly receive
personalised help via a 24x7 tailored
self-service mobile support website.
Simplifying our products
We saw signicant cost savings as
a result of our product and platform
simplication agenda, where we
removed under utilised products,
exited unused applications, and
simplied our pricing plans and parts
of our IT and network infrastructure.