C&W Business SME Review July 2024 PDF

SME REVIEW July 2024 2024 © C&W Business. All Rights Reserved  SME STRUCTURE DIVIDE & CONQUER SMB Department is split into 3 functional teams, each designed to capture different segments of the market. D2D Channel- HEADCOUNT 6 Channel Partner GSM focused on...

SME REVIEW July 2024 2024 © C&W Business. All Rights Reserved  SME STRUCTURE DIVIDE & CONQUER SMB Department is split into 3 functional teams, each designed to capture different segments of the market. D2D Channel- HEADCOUNT 6 Channel Partner GSM focused on acquisition of CHANNEL SALES SOHO businesses (1-4 staff) & Smaller Businesses REPORTS TO TEAM MANAGER (5-49 staff). Actively selling door to door & cold LEAD SME calling. D2D Internal – HEADCOUNT 1 Internally managed Door to Door staff focused on SALES acquisition of SOHO businesses (1-4 staff) & Smaller SME CBS REPORTS TO MANAGER Businesses (5-49 staff), Legacy conversion and COORDINATOR SME internal calling campaigns. FTE Division – HEADCOUNT 4 Customer Acquisition of predominantly Medium SALES Businesses (50-99 staff) and some Small SME CBS REPORTS TO MANAGER Businesses (5-49 staff). Account Management for COORDINATOR SME Managed Service customers.  Customer Count MRR YTD USD Customers Added 2024 5,805 $41K 498 (7-9K MONTHLY) Product breakdown FVTV 17 1% TV 345 5% FV 323 6% BBTV 492 8% BBFVTV 596 10% BBFV 2320 40% BB 1712 30% Cash Back Target Achieved ARPU Promo May 6th – August MRR 6.6k MRR 4.1k Was 68 31st TCV 158K TCV 99K Now 76 Goal: Raise ARPU to $79+ (achieved $76) MECHANICS RBL Gift Card valued at TT$700 : ✓ Sign up for BROADBAND 500, ESSENTIAL or ADVANCED BUNDLE for 2 years ✓ Spend TT$800 MRR with a contract of 2 years or more. RBL Gift Card valued at TT$1,400 : ✓ Sign up for any service/combination of services for 2 years with MRR of TT$1400 (vat inclusive) or more. NB-Staff incentive -$1,400 Gift card -10 or more per month  SMB Installed vs Disconnected 2024 $80,000.00 $70,000.00 $60,000.00 SMB Churn $50,000.00 $40,000.00 $30,000.00 SMB $20,000.00 CHURN $10,000.00 $0.00 Jan Feb March April May June $10,000.00 YTD $20,000.00 Installed Disconnected Difference JAN FEB MARCH APRIL MAY JUNE Installed MRR $54k $61.6k $61.3k $57.7k $64k $70k Disconnection MRR $53k $63k $74.7k $68k $74.5k $69k Page 11 2024 © C&W Business. All Rights Reserved Difference $569.14 $1.8k $13k $10k $10k $1.2k TT RCOE| 2024 B2B Performance RCOE | Volumes RCOE | Save Rate Top 10 Reasons for Churn 47 64% 38 Can no longer afford service 57 53% 33 50% 32 29 SME - Business Close 22 28 45% 27 44% 25 25 24 24 22 22 20 Outstanding service issue 17 18 18 16 16 16 16 15 13 12 11 10 7 Unable to contact customer 15 6 SME - Business Relocation 15 Nov-23 Apr-24 May-24 Sep-23 Dec-23 Jan-24 Feb-24 Mar-24 Oct-23 Competitor has cheaper rates 11 SME - Site Closed 7 Apr-24 May-24 Jan-24 Feb-24 Mar-24 Unrelated Trans. Trans. Saves Temporary disconnection… 4 SME - Business Renovation 4 RCOE | MRR Value Leaving the country 4 53,490 45,539 32,630 36,096 37,817 32362 34156 29,086 28,260 23,527 12,616 13,993 18,105 14656 12701 7,776 10,029 8,303 Sep-23 Oct-23 Nov-23 Dec-23 Jan-24 Feb-24 Mar-24 Apr-24 May-24 Incoming Annualized Revenue Annualized Saved Revenue Incoming Annualized Revenue- Total Annual MRR Value of all customers incoming into RCOE. Annualized Saved Revenue- Total Annual MRR Value of all saved customers subtracting the total credit amount.