Learn how large enterprises can tap into the collaborative and sharing economy and boost customer experience and satisfaction with a crowd sourced in-field service in customers neighborhoods.

1. Crowd-Sourced
Customer Service
Next Door
Manuel Grenacher
Twitter @mgrenacher

2. Problems to solve
64% 2-3x Expectation
Changed
Experienced bad
customer service,taking
too long to resolve
problems
Times consumers
contact customer
servicein average-
mostly other agents
People want immediate
gratificationand
solutionfor their
request or problems
More then ever, real-time service matters

3. Solution
On Demand
Service Next Door
Build an online service marketplace to empower
customer to seek help from each other.

4. Mila “Friends” Partnerships
• Mila allows large company to take advantage
of the on-demand economy and build a
crowd sourced service ecosystem around
your offerings.
• “Friends” are individuals or small enterprises
who can offer help and services like
installation, consulting or support.
• “Friends” are pre-screened and can easily be
contacted and booked online or mobile.
4

5. How it works
Post Service
Request
Friend in your
neighborhood
accept request
Friend performs
Job < 24h
Pay online and
post rating
< 1h < 24h 4.8

6. Use Case: Swisscom Friends
“Think about Swisscom Friends as a
marketplace for technical support,
where customers help customers. We
hope it helps our customers find a
quick and easy solution”
Marc Werner
CEO Residential, Swisscom

7. Fast implementation, 2‘000 Friends

8. Other Use Cases
Communication Energy Retail
Get help with
computers, mobile
devices, TV, or
networks
Get help with smart
home or electrical
works
Get help with
setting up your
new device
www.mila.com

9. The Benefit: Customer Delight.
• Cost efficient and scalable service
community in customers Neighborhoods.
• Convenient and flexible: Friends will assist in
the evening or on the weekends and at home.
• Personalized Support: Friend arrives in
person and can answer additional questions.
• Improve Brand image by empowering
people to help each other.
• Benefit from Collaborative Economy
movement.

10. Press
A German Cell Phone Company Is Outsourcing Tech Support
http://www.businessinsider.com/vodafone-is-outsourcing-tech-support-2014-11
Swisscom Bolsters ItsIn-Field Customer Service Through Crowd
Sourcing
http://www.forbes.com/sites/adrianswinscoe/2015/11/14/swisscom-bolsters-its-in-
field-customer-service-through-crowd-sourcing/
Mila Partners With Swisscom To Break Euro Fear Of Share
Economy
http://techcrunch.com/2013/11/27/task-marketplace-mila-partners-with-swisscom-to-break-
euro-fear-of-share-economy/
Mila sees big firms using web to outsource customer support
http://www.reuters.com/article/2014/03/31/us-mila-sharingeconomy-
idUSBREA2U0UK20140331

11. Whitepaper?
send email to
manuel@mila.com