QIC. their ICT systems business Optus Business helps to deliver greater customer value

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1 CASE STUDY QIC CASE STUDY SNAPSHOT CUSTOMER QIC Limited INDUSTRY Finance Requirements Good, solid telecommunications services combined with a proven commitment to customer service. Solution IP network built on Optus Evolve, which provides access to data and fixed voice services (Optus BusinessNet Premier). Also a mobile fleet and managed mobile billing services for around 350 devices. QIC streamlined their ICT systems across the business Optus Business helps to deliver greater customer value Results Satisfaction at every level product, value and service levels.

2 QIC QIC benchmarked their telecommunications services to ensure ongoing value.

3 2 OVERVIEW QIC offers dynamic investment solutions for institutional investors. QIC is a government owned corporation, and employs close to 500 people across five locations globally, with its head office in Brisbane. QIC commenced operations in 1989 and was formally established in Since then, it has grown to be one of the largest institutional investment managers in Australia, with over 90 clients and $64.7 billion in funds under management (as at June 2012). With a culture that puts its clients first, QIC is continually striving to find better ways to meet and exceed client objectives in the ever-evolving investment environment. QIC s customerled vision is shared by Optus Business and is paramount to the decadelong relationship between the two organisations. This parallel with Optus is clear to QIC s Head of IT and Facilities, Mr Dom Henry. The Optus team has proven itself to be very customer focused by tailoring solutions to match QIC s business needs, enabling us to better service our clients, Mr Henry explained.

4 QIC SOLUTION Optus provides mobile devices for around 350 QIC staff. It was in this area that Optus was able to realise significant improvements for QIC by reviewing pricing structure against newer market conditions to reduce QIC s costs significantly. QIC will be saving more than 20% annually thanks to the updated contract, stated Mr Henry. QIC also wanted to refresh their mobile devices the addition of a new Technology Fund would allow QIC to upgrade to new iphones over time, as well as rollout business related apps. Challenge When QIC first engaged Optus Business as a telecommunications provider around 10 years ago, it was to provide a quality data solution only. Over time, the breadth of services being provided to QIC expanded and Optus Business now manages virtually all of QIC s telecommunications needs. While this indicated satisfaction with Optus solutions, QIC had a requirement for periodic benchmarking of its service providers. QIC engaged an external benchmarking provider to conduct a review of Optus services and pricing against other telecommunications service providers. Because telecommunications products and services are evolving at such a rapid rate, we wanted to ensure that our contract remained competitive and provided us with value along with a future-proof solution, said Mr Henry. As part of the benchmarking process, QIC was keen to negotiate a revised contract. Along with a cost review, QIC revisited each service to make sure it was meeting their business requirements and at market competitive rates. Optus also provides Voice and Data services for QIC. Already operating on the Optus Evolve platform, QIC was happy with Optus capability in providing a flexible, reliable and secure solution. A critical business factor for QIC was to keep its clients and employees connected to a secure and reliable network. Optus Evolve is Optus national IP network, purpose-built to support voice, data and video all on the same advanced IP network. Whilst Optus Evolve is a standard Optus product, it is at the forefront of telecommunications technology in Australia and enables QIC s staff to access corporate data from the office, home, or overseas. Mr Henry emphasized that cost was not the sole driver in this ongoing journey. Optus Business high level of customer service delivery was an additional consideration. We expect our service providers to do a good job. If things aren t working, we expect to be able to talk to them openly about it, he said. Our Optus team has changed very little over the years. We have a dedicated business manager who I work with closely. If there are issues, I give him a call and we can usually sort it out quickly. He went on to say that the focus on personalised customer service was demonstrated further when the Optus team rose to the challenge during the 2010/2011 Queensland floods. Our Optus representatives are local people who knew exactly what we were up against with the floods - they were facing the same difficulty - yet they were responsive to our needs and made the necessary network changes quickly and efficiently.

5 4 Outcome Just like any long term relationship, it hasn t always been smooth sailing. Mr Henry concedes that, at times, QIC has been a tough taskmaster. To Optus credit, we have always been able to return to the negotiating table and agree on a commercial solution, Mr Henry concluded. The difference is that I can access the Optus people quickly and easily, and it really is great dealing with them. We often have challenging conversations to work out business issues, but we can have these discussions and work through them. It is very different from dealing with a faceless call centre. With QIC s systems running at peak efficiency nationally, Optus and QIC have turned their sights towards updating and streamlining QIC s overseas telecommunications services. QIC has commissioned a highly secure SingTel Optus Connect Plus link to its London office, to interconnect with QIC s existing Optus Evolve network and create a single private network. Features of the fully private Optus network include greater reliability and disaster recovery capabilities. After trialling this system, the aim is to roll it out to QIC offices in Los Angeles and San Francisco. As well as greater reliability, we are comfortable in the knowledge that Optus will support the international network rollout with the superior, personalised standard of service we have come to expect, said Mr Henry. About Optus Business At Optus Business we don t want to be an ordinary ICT provider. We understand that the decisions you make today are going to have a huge impact on your business tomorrow. So we re always keen to understand more than just your ICT needs we want to understand everything about your business. Backed by the strength of SingTel, we draw on their resources, expertise and global reach, allowing us to offer a truly integrated ICT service. From fixed and mobile connectivity, right through to a comprehensive suite of solutions and managed services, we re committed to redefining ICT. So our customers can get closer to their customers. The Optus team has proven itself to be very customer focused by tailoring solutions to match QIC s business needs.

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