Monetizing Unserviceable Customers Brian Young & Dan Turak A Common Problem for WISPs How many unserviceable customers do you turn away every…. YEAR Who’s selling and servicing these customers if you aren’t? Unserviceable customers Is it… 25%? 30%? 35%, or more? Do you know how much this costs you? Lost Revenue & Profits 5 unserviceable customers over one month at $60/ARPU -$300/ month -$3,600 over 1 year (for JUST those 5 customers!) 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! Eliminate Lost Profits 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 The Solution is Available Now! 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 ViaSat Overview (VSAT – NASDAQ) • 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) SMB and Consumer Business is in ViaSat Satellite Services Unit Satellite Services Satellite Networks Government Systems In-Flight WiFi WildBlue – Legacy Service • Slow • Expensive • Service of last-resort for unserved markets • First generation satellites • Never-the-less, was able to meet demand in unserved markets ViaSat-1 – A New Satellite • 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 Exede Speeds • 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 Retail Service Plans • Residential Plans & pricing differentiate by data plans, not by speed – Classic – Classic + Evolution – Freedom Exede Retail – Classic + Evolution Exede Retail – Freedom Exede 5 *Retail prices do not include $9.99/mo lease fee charged to customers by ViaSat. 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 FCC – Broadband Provider Comparisons • Download Speeds as a Percentage of Advertised, by Provider 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 Exede Reseller Program 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 Marketing Support • Showroom Accounts for Demo • Customizable marketing materials available through Armstrong and Lorex 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 Installation Options MITe Installation App • Maintenance & Installation Tool for Exede app • Works on Android and Apple • Allows for precise pointing, peaking, and troubleshooting Training Free comprehensive training – including free demo service for store or office • 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 Customer Support • WISPs customer has access to “MySatellite Portal” to check usage and buy more data • WISP has admin functionality to this portal eSVT – Enhanced Service Visibility Tool • 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 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: chat with Skype. Up to 4 Mbps upload speed. Quickly send files, share photos, or video- Exede Business *Includes lease fee New Exede Business Plans Coming 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 New Exede Business Plans Coming May 2015 • 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 Next Steps… Getting Started • 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! 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!