30
Annual Report -
2013
-
Vivendi
Group Profile |
Businesses
| Litigation | Risk Factors
1
SFR
2.5.2.
Performance and Services
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2.5.2.1. Individual customers
In 2013, SFR’s individual mobile subscriber base grew with a recovery in
sales, and a decline in customer cancellation rates. This was due to an
initiative launched in January 2013 aimed at repositioning customers to
allow them to benefit from new, more attractive rates.
In September 2013, SFR also launched an innovative range of packages
including, for 4G customers, one “Extra” to be selected from among
five services and premium content items, allowing them to take
full advantage of very high-speed mobile services: iCoyote (driver
assistance), Napster (music), Canalpay (film), Gameloft (games) and SFR
Presse (news). Subscribers can change their Extra each month and thus
try out new themes.
SFR also launched its own, online hosted storage service in France,
SFR
Cloud
. This allows customers to share files securely (up to 100 GB for
4G customers).
With a very high-speed mobile network covering over 70% of the
population (Dual Carrier and 4G), these services are accessible under
optimal usage conditions.
At year-end 2013, SFR had over 5.2 million household customers for its
high-speed offering in France (up approximately 170,000 in one year),
including 3.3 million TV customers. The quadruple-play converging
Multi-packs offering has also expanded and now covers 2.3 million
customers with a fixed-line offering who have at least one linked mobile
offering, representing 45% of the high-speed customer base.
At 200,000, the number of fiber customers is up 56% in one year.
SFR now offers speeds of up to 1 Gbit/s (download) to eligible customers.
SFR has continued its innovative approach to its set-top box. With
the enrichment of the SFR TV application, SFR set-top box customers
may now view videos on several screens (up to five screens
simultaneously), with the ability to start a program on one screen
(including TV, smartphone and tablet device) and finish it on another.
The
Home by SFR
offering expanded in 2013 to total over
20,000 customers by year-end 2013. Further, SFR was the first operator
in Europe to launch a set-top box with Google Play (SFR TV). This set-top
box gives access to SFR’s TV services as well as Google’s services on
television to customers who were not then eligible for ADSL TV.
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2.5.2.2. Businesses
SFR allows businesses to develop their digital potential. Becoming a
leader in customer satisfaction remains its priority objective. To achieve
this, it is continuing to invest massively in very high-speed fixed and
mobile networks.
SFR also provides its customers with security services, work station
virtualization in cloud mode, and Machine-to-Machine device
connectivity.
In 2013, the operator specifically emphasized offerings and services
intended for VSBs and SMEs, while continuing to enrich its offerings
aimed at large accounts and major companies. Specifically, it integrated
4G into packages as well as security services and Device Management.
It created the Entrepreneurs Business Pack (for VSBs) and the Corporate
Business Pack (for large businesses), supplementing the Enterprise
Business Pack (for SMEs) in range of unified communications solutions.
It developed added-value hosted services for large accounts, as well
as cloud computing and SaaS (Software as a Service, which allows
web users to use an interface to access the business’ applications)
technologies to provide simple services to SMEs. Its cloud services
offering relies on a fractured storage technology that efficiently
addresses growing needs for capacity.
Always a leader in the Machine-to-Machine connectivity market, SFR
has increased its initiatives to promote efficiency among its customers,
specifically with the launch of
m-alert
, a dedicated personal security and
merchandise tracking solution.
In 2013, SFR made customer satisfaction its priority, and renewed its
Qualicert certifications for three years on the basis of 45 control points
and ISO 9001.
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2.5.2.3. Operators
SFR is a key player in the international interoperator market, with
250 network and services operator customers (including Bouygues
Telecom, British Telecom, Free and La Poste Mobile). SFR provides a
wide range of fixed-line offerings and services (infrastructure, voice
and data), mobile (it is the market leader in the MVNO and Full MVNO
market) and internationally (a leading player because of its volume of
international traffic flow).
SFR is also finding new growth vectors by positioning itself as a leading
player in connected households (
Home by SFR
), payments (
SFR Paycard
),
and innovative television services (
TV SFR
with Google Play).
The operator is active in the innovation ecosystem through its
partnership with the Open Innovation Club of Paris Région Lab and its
SFR program
Jeunes Talents Starts Up
(3rd edition in 2013).
Finally, its ONE (
Opérateur Numérique Engagé
) conversion plan is aimed
at adapting its business models to new market requirements and new
growth opportunities, while modulating its cost structure.
