by Björn Lindner, mila @ Corporate Startup Summit International 2016 in Zurich

1. Intrapreneurial Culture Through Startup Collaboration
Startup Meets Corporate

2. 2
• Mila.com is an on-demand crowd service
company for home and remote services
from talented individuals “Mila Friends”
or professional service providers “Mila
Pros”.
• Local services can easily be booked at
any touchpoint of our partners
(companies in telecom, energy, retail) as
a perfect addition for seamless end-to-
end customer experience.
• Some businesses use Mila to build a
service community around their products
and services, while others expand their
service offerings using the existing Mila
Service Crowd.
Mila: On-Demand Crowd Service Company

3. 3
Swisscom: Largest Swiss Telecom Provider
KEY PRODUCT Portfolio,
Dec 31st 2015
MARKET SHARE
2,6 Mio)
1,9 Mio
6,6 Mio
1,3 Mio

4. 4
2020: 50 devices in every
household in Europe are
connected.
55% of the Swiss people will
use services via Crowd
Economy platforms within
the next year.
2014: Mila & Swisscom Join Forces

5. 5
Building a Crowdsourced Customer Service

6. 6
How It Works
Installation
Troubleshooting
Exploring
Getting relevant
home service
installations just in
time.
Finding the right
person solving
your problem
immediately.
Finding the right
person explaining
how products
work.
„Friends“ deliver unique
service moments
remote or on-site.
Unique Mila matching
intelligence for the perfect
match of customers and
„Friends“ from the crowd.
Mila
Service
Crowd

7. 7
The Stages of Implementation
Pilot in Zurich
2014 2015 2016
Roll-out / Build Community Inform / Market Integrate / Scale
KPI: 20.000 Deals

8. 8
Swisscom Friends in Numbers

9. 9
Customers Love It

10. 10
What Did Swisscom Gain
Reducing
Costs &
Increasing
Revenue
Customer
Loyalty &
Innovation
• Reducing cost of customer acquisition
• Increasing service revenue
• Reduced number of support requests
• Optimizing the workload balance
• Extended service portfolio
• First mover advantage / innovation
• On-demand service crowd

11. 11
For Corporates:
…Be bold
…Start small (pilot)
…Get support from C-Level
…Integrate
…Inform
…Market
For Startups:
…Identify a problem
…Make a case (pilot)
…Do things that don’t scale
…Be patient
…Get support from C-Level (in corporate)
…Integrate
…Scale
Tipps & Learnings

12. 12
Björn Lindner
Chief Experience Officer Mila AG
blindner@mila.com
www.mila.com
Contact