mcommerce success story: the p$ mobile service of stationnement de montréal
DESCRIPTION
Brady Murphy, VP Mobile explains the steps taken to deliver the Stationnement de Montreal solution, and how TC Media achieved 50,000 subscribers in less than 3 months. Tips are given on starting your journey in mCommerce, particularly in doing due diligence in the audit and strategic planning stage, as well as focusing on improving the customer experience.TRANSCRIPT
mCommerce
Success Story: The P$ Mobile Service of
Stationnement de Montréal
Webinar • Sept. 13th 2012
Presented by Brady Murphy, VP Mobile
2
AGENDA
Context and genesis of this solution
Description and video of in-market solution
Share insights and learnings
3
BACKGROUND
Société en commandite Stationnement de Montreal (SCSM) • Major player in the development of operational solutions
for urban travel in Montreal
• Known for its innovation, its use of cutting-edge technologies and
harmonious integration of its installations
in the urban landscape
• Highlights:
• 17,628 paid on-street parking spaces
• Use of Pay & Go system where spaces are tagged with an
alphanumeric ID. Users enter the space’s ID, swipe a credit card or
pay cash and go.
• 3,432 spaces in 37 parking lots
• 1,501 on-street and off-street pay stations
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CURRENT PARKING PAYMENT SOLUTION
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CLIENT GOALS
1. Simplify consumers’ lives by using
innovative technologies
2. Collaborate with a partner that proposes a vision,
tools & technologies for an overall parking
payment solution through mobile
3. Reach the largest possible audience
4. Be consistent with the existing parking
management process
5. Enhance SCSM’s strong brand
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STRATEGY & PLANNING
Market Study
Analyses
Workshops
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FINDINGS FROM MARKET STUDY
53% of Canadians own a
smart phone
66% Are interested in
this service
65% Would use it when
parking for work
41% Think the main
advantage is to pay where you are, not by
going to a terminal
82%
Would use it on outings (entertainment, etc.)
77% interested in
the service…
Among the
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FINDINGS FROM ANALYSIS & WORKSHOPS
• The solution should • Closely follow the traditional user experience
• Complement the current Pay & Go system
• Be a flexible and iterative platform to satifsy the roadmap
• Multiple stakeholder involvement • Leverage the data from consumers and the transaction
history
• Ensure the solution is PCI-compliant
• Generate alternative revenue streams
• Considerations for operational efficiency
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CONSUMER PROFILE
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CLIENT ADMINISTRATIVE TOOLS
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MARKETING ACTIVATION OF SOLUTION
Soft launch in June 2012
• Press releases
• Social media
• Collateral with QR codes and
SMS calls to action
Official launch on
September 12th, 2012
• TC’s network
• Partners
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WHAT DO CONSUMERS THINK OF IT?
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• Averaging over 2,000 mobile transaction per day since
its launch in late June 2012
• Over 50,000 subscribers
• Official launch is scheduled in September
– Launch and communication of solution using an
integrated and multi-channel approach
• Additional investment in future
RESULTS
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KEY LEARNINGS
• Consumers
– iOS dominates
– 80/20 Rule with respect to revenue and super users
– UX/Design with PCI compliancy is a must – enables simple, intuitive and
most importantly speedy transactions
– Use push messaging to improve consumer experience
– Devise tactics to move users from passive to super users
– Determine crucial KPIs, such as ARPU, CPA
• Marketing
– iTunes is the #1 driver of downloads, followed by QR then SMS
– Be ready for feedback – Internal/External Com + mechanism to heed
feedback
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WHAT DOES THE FUTURE HAVE IN STORE?
• Regular meeting with client steering committee
• Survey and data to understand users and how they map
against our personas
• Additional investment in future:
• Local merchant engagement
• Enhanced consumer based tools such as mapping guides
• Additional payment vehicles such as NFC and PSMS
response
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THANK YOU…ANY QUESTIONS?
Brady Murphy
VP, Mobile
416-361-3522 x379