tra tien (tu kiem dugc hoac do gia dinh chu cap) cho dich vu ma minh sii dung. Day la doan thi truang dac biet quan trgng doi vai dich vu dien thoai di dgng noi chung va cac dich vu Data tren mang di dgng noi rieng. Cac khach hang trong nhom nay c6 nhu cau trao doi thong tin kha lan, dac biet la rat nhanh nhay trong cac ling dung mod nhu ban tin ngan, hoi thoai true tuyen, game, nhac chuong, hinh anh logo... Nhom nay cung rat quan tam den tinh thai thuong, hgp mot ciia dich vu, nhat la cac
thiet bi dau cuoi. Thuc te o Viet nam cac dich vu tra truac, SMS... chu yeu r\hkm
vao phan doan nay (nhom khach hang nay huong sii dung hinh thuc thanh toan tu dgng dien tii).
Doan thi truang gom co cac khach hang a tuoi trung nien tu 30 den 55 tuoi (nu) hoac 60 tuoi (nam). Day la doan thi truang c6 kha nang chi tra cao nhdt, dang trong
giai doan lam viec va co thu nhap cao. Dac diem doan thi truang nay la kh6i lugng sii dung lan, yeu cau vai chat lugng cao on dinh, sang trgng. Cac dich vu nhu chuyen vung (Roaming) quoc te, truy nhap dix lieu toe do cao tren mang di dgng (3G) se chii yeu tap trung vao giai doan nay (doan thi truang nay co cham soc dac biet).
Doan thi truang gom cac khach hang 1cm tuoi, huu tri tren 55-60 tuoi. Doan nay c6 nhu cau sii dung dich vu thap, nhan cugc ggi la chinh va nhieu khi dugc chu cap chi phi sii dung dich vu.
Doan thi truang gom cac khach hang thanh nien, nguai tre tuoi (tu tren 18 tuoi den 30 tuoi) (A2) va Doan thi truang gom c6 cac khach hang a tuoi trung nien tu 30 den 55 tuoi (nil) hoac 60 tuoi (nam) la hai doan thi truang quan trgng nhat cua dich vu dien thoai di dgng va la lugng khach hang chinh de hoach dinh phuang an phuc vu thu cuac.
Tieu thiic phan loai khach hang chi tiet, c6 dinh huong dung se tao dieu kien thuan Igi tot cho viec to chiic, quan ly thu cuac ciia doanh nghiep.
4.2. Phan loai khach hang phuc vu quan ly thu CU'Q'C tai mot so cong ty vien thong tren the giol***.
Doi vai cong ty vien thong quoc te quan diem phan loai khach hang trong hoat dgng thanh toan cuac phi voi muc tieu chinh: quan tam den Igi ich, doanh thu khach hang mang lai cho doanh nghiep. Tuy thugc miic do sii dung cuac trong thang, so lugng thue bao / khach hang, thai gian sii dung lau nam cua khach hang se la nhung can cii quan trgng nhat dugc he thong hoa phan tich hoan toan tren may tinh de Igc, phan loai khach hang can thiet. So lieu dugc tong hgp theo doi hang nam cho thay vai 20%) khach hang VIP mang lai lugng doanh thu on dinh gan 80%). Do vay, neu co chinh sach quan tam, phuc vu toi uu doi vai lugng khach hang 20%o nay thi lugng cuac chac chin thu hdi dugc la 80%. Qua nhijng dir lieu cung cap bg da phan loai khach hang nhu sau:
4.2.1. Phan loai khach hang theo diem hoa von:
Khach hang cang dung nhieu cuac chi phi phuc vu cang thap. Vi du: khach hang A dung 30USD va khach hang B dung 90USD thi chi phi phuc vu bang nhau nhung doanh thu Cling nhu Igi nhuan cua khach hang B gap 3 lan khach hang A do do co chi phuc vu ciia hg dugc quan tam dac biet.
'"' NhQ-ng tai lieu duoc cung cap trong qua trinh lam viec thuc ti tai: Cong ty viin thong Singtel, Cong ty
4.2.2. Phan loai khach hang theo thoi gian su* dung va thol gian thu hoi cu-dc:
Day la dilm tin dung danh gia do tin cay cua khach hang. Dilm tin dung cua khach hang cang lan do trung thanh trong su dung dich vu cang cao dong thai chinh sach ve thu cuac, chan cdt cuac se co nhilu diem uu dai. Vi du: thai gian chan 1 chieu khi qua han thanh toan cuac se dugc nhan vien thu cuac thoa thuan va lam viec vai khach hang.
4.2.3. Phan loai khach hang theo mirc cvt&c sir dung:
Vai tung miic cuac sii dung ciia khach hang se co co che uu dai vl gia va dich vu phuc vu thu cuac khac nhau.
Vi du: Vai miic su dung tren 100 USD se dugc nhan tin va giii thu nhSc ng mien phi;
miic sii dung duai 100 USD se tinh 50% phi nhin tin va giii thu nhic ng; miic sii dung
duai 50 USD se tinh 100%> phi.
V- Ca can to chirc va mot so mo hinh quan ly thu CU'Q'C ciia cac cong ty vien thong
tren the giol va tai Viet Nam*'*
5.1. Mot so mo hinh va ca cau to chirc quan ly tai cac cong ty vien thong tren the giai Su phat trien tot bac cua nganh vien thong tai cac nuac phat trien dong hanh voi su lan manh ciia he thong Ngan hang va nhimg dinh huong lau dai ciia chinh phii. He thong may moc va giao dich dien tu chiem tren 90%) tong boat dgng giao dich, vai tro ciia dong tien giay khong con a vi tri quan trgng trong nen kinh te nira. Noi mot each khac nen kinh te ciia hg da dugc dien tii hoa. Hoat dgng thu cuac tai cac cong ty vien thong luon song hanh cung hoat dgng ngan hang va cac giai phap thanh toan dien tii.
5.7.7. Cong ty vien thong SingTel:
Cong ty truyen thong Ion nhat Singapore - Singapore Telecommunications (SingTel), hien la cong ty dien thoai lan nhat tai Dong Nam A, dong thai nam giii co phan ciia mot
s6 nha cung dp dich vu di dgng lan khac trong khu vuc c6 mo hinh to chiic thu cuac
nhu sau:
> Don vi thu cu'o'c
• La dan vi co trach nhiem dam bao viec thu cuac qua cac dai ly dugc thuc hien nhanh chong va giai quyet cac tranh chap.
• Dai ly thu cuac chinh la SingPost va Citibank.
> Cac kenh thanh toan
SingTel chap nhan thanh toan qua rat nhieu kenh/voi rat nhieu phuang thiic:
• Buu dien(chap nhan thanh toan tien mat, sec, the tin dung-Visa; MasterCard, Nets) • Sam/AXS stations
• Phonebanking/ Internet Banking
• Giro (Doi ng true tiep) De sii dung phuang thiic nay, khach hang phai ky hgp
dong voi Biller cho phep Biller doi ng vao mot tai khoan ngan hang nao do ma khach hang chi dinh (tren co so thu theo dinh ky). Biller se gui cho khach hang cac bao cao theo ky, qua do khach hang c6 the kiem tra viec chi tieu ciia minh. Khach hang se khong can yeu cau thanh toan, Biller se tir dgng thuc hien viec nay.
y/ Day la cac khoan thanh toan lap di lap lai -- r^t hieu qua cho Biller va
khach hang.
V Phuang thiic nay ciing de kit hgp vai phuang thiic SMS (nhan tin). Vi du: khach hang co the yeu cau thanh toan bang tin nhan.
• Vpost
• Chuyen khoan true tiep (chi doi voi cac tap doan lan)
• Sec Lockbox (mot dang thanh toan true tuyin)
Phan Ion viec thu cuac thuc hien boi cac bien phap Giro, Lockbox hoac tai Buu dien.
> Thyc hien thanh toan
• Tat ca cac thong bao thanh toan deu dugc cac dai ly thu cuac chuyen toi Singtel duai dang dien tin.
• Cap nhat thong tin thanh toan hoac khai bao cac du lieu hoa dan phu thugc va
tung phuang thiic thanh toan, vi du:
V Thanh toan qua Buu dien: 15 phiit/lan V Lockbox: hang ngay
V Giro: khi nao Ngan hang giii tra dii lieu (Singtel giii dii lieu din Ngan hang 2 lan/ tuan
> Thirc hien thanh toan cap do cao
Mo hinh
Ngan h^ng H^ng ng^y Buu
dientradft li?u cho
Kh^ch hang thanh toan tai biru di^n
Biru di^nnhan dQ* li^u tir kh^ch hang
Da lieu dirac
giri t6i Singtel L Giri tcri Pegasus
—>/ Tirchoi /
Cap nhat t^i khoan khich h^ng
> Trinh tir thanh toan
• Hang ngay dai ly se giii den mot ban tom tat ve viec thu cuac. • Hang ngay Pegasus cung giii bao cao tom tat ve viec thanh toan.
• Co hai bao cao dugc gui den, dong thai cac thong tin trong do cung dugc ghi vao tai khoan tien gui ciia Singtel trong ngan hang thanh toan.
• Neu so tai khoan khong c6 hieu lire, Ngan hang se tu choi thanh toan (trong truang hgp nay sir viec se dugc dieu tra va dieu chinh nhanh chong)
• Ma so thanh toan ng kho doi va ma so thanh toan sec khong thuc hien diing ky ban se dugc bao cao ve GL
Qua nghien ciiu thuc te hoat dgng thu cuac ciia Cong ty Singtel, co the rut ra mot so dac diem chinh sau:
Tai Singapo: he thong thanh toan dugc su dung nhieu nhat la Giro (hinh thiic sii dung bang dien thoai di dgng), day la moi truang va co hoi phat trien dich vu dien thoai di dgng.
- Singtel theo doi va quan ly theo tong thue bao chii khong theo khach hang.
- Quy trinh quan ly va thanh toan cuac phi cua Singtel.
+ Tii phat hanh thong bao cuac den khi khach hang phai thanh toan trong vong 14 ngay - > neu khach hang khong thanh toan thi ap dung cac bien phap giii cac thu nhic ng va tinh chi phi cho moi lan nhac ng -> thuc hien chan 1 chieu va 2 chieu neu khach hang van khong thanh toan.
+ Trong thai ban thanh toan, giii thu nhac ng va chan thong tin thi cac khach hang thugc cac nhom khac nhau co thai han khac nhau do nhan vien quan ly quyet dinh.
+ Giira cac mang vien thong c6 trao doi thong tin lan nhau ve danh sach nhiing khach hang CO lich sii thanh toan khong tot vao ngay cuoi (hang thang)
- Bien phap nay phong chong khach hang ng qua han:
+ Doi vai nhiing khach hang co ng ciia mang khac sang thi hg phai nop tien ky quy (dat cgc) truac khi dugc nhap mang sii dung => nhiing khach hang nay dugc theo doi va quan ly chat che ngay tu dau.
+ Voi nhung khach hang cham thanh toan => Singtel se tinh them nhirng khoan phi ve giii tin nhan + gui thu nhac khach hang thanh toan. Nhirng khach hang ng lau ngay thi nhiing phi nay chiem khoang 5% (tiic hg se thu them khoang 5% tien cuac dien thoai caa khach hang).
+ O Singtel, hg dugc sii dung chuang trinh quan ly the can cuac (Indentity card) ciia cong an doi voi mgi nguoi dan => nen rat it khach hang khong tim thay, ma chi co nhimg khach hang dang roaming quoc te.
+ Nhirng khach hang co tinh gian lan cuac khong chiu thanh toan thi Singtel se cat dich vu (neu phat hien ra) va thong bao cho cac nha dich vu (co lien quan) se khong thanh toan nhimg khoan cuac ma khach hang nay da sii dung (do hg khong the thu dugc tir khach hang).
The nay nguai dan Singapo dugc cap ma so mot lan va theo hg din hit cugc dai. Indentity card the can cuac dugc chinh quyen so tai cap cho ca nhan tu liic mai sinh ra, dugc luu tru quan ly tren he thong toan quoc, co ma so theo suot cugc dai ciia hg, co cap nhat dien bien thay doi ciia tung thai gian.
- Singtel thue buu dien thu cuac doi vai khach hang ciia hg tai cac diem giao dich cua buu dien. Ngoai ra hg con thu cuac qua trang web ciia hg, qua the tin dung hoac qua ngan hang. Thu cuac chii yeu bang hinh thiic AXS thu hg, phonebanking, internet banking,...
5,1.2, Cong ty Bill Express
Bill Express la mang luai thanh toan dien thoai di dgng Ion thii hai ciia Australia (sau
Austraylia Post), co tru so chinh tai Melbourne.
> Cac dac diem chinh cua Bill Express
• Co tren 10,000 diem phan phoi
• Dieu hanh mang luai thanh toan hoa don lan thii hai tai Uc vai ban 2500 diem giao dich va tren 200 hgp dong thanh toan hoa don dugc ky ket bao gom:
V Tat ca cac cong ty dien thoai lan
V Cac nha cung cap dien va nuac
V Cac CO quan dia phuang va chinh phii
> Doi tac chinh ciia Bill Express: Techbiz Asia Group Pte Ltd
• Tru so chinh tai Singapore
• Techbiz Asia Group Pte Ltd la doi tac dugc cap phep ciia Bill Express ltd
• Hoat dgng chinh la cung cdp giai phap, phan phoi san pham dien tii, cung cap mang luai ban hang va thanh toan cho he thong ban buon, ban le va nguoi tieu dung
• San pham va dich vu chinh:
V Dich vu chuyen tien
V San pham va dich vu tra truac
V Dich vu thanh toan hoa don
> Giai phap thanh toan : The ghi no* tra tru'o'c
• Cong cu quan ly tien va thay the cho viec sii dung tien mat
V Master Card International - the tra truac dugc xem la mot trong nhirng hinh thiic thanh toan phat trien toan cau nhanh nhat vai miic tang truang 34% trong nam 2005
V Visa International - du bao nganh cong nghiep the tra truac co co hoi phat hanh so lugng the dat doanh so US$ 50 ty trong 5 nam tai.
V Giao dich gia tri nho duai US$ 1.32 nghin ty nam 2003 • Khong ghi ten chu the
• Chii the dugc cung cap ma so ca nhan de sii dung the
• Co 16 so tieu chuan voi thai gian bet han ghi a mat truac va ma bao mat CVC a mat sau
Co the mua dugc, kich hoat, nap tien va tai nap tien cho the tai cac diem ban hang nhu ciia hang bach boa, sieu thi, diem ban le, buu dien, tram gas... Phuc vu 24 gia/ngay va 7 ngay/ tuan
• Dong vai tro la the chiic nang thuc hien nhieu loai giao dich:
V Truy nhap ATM
V Mua sam tren mang
V Chuyen tien giira cac ca nhan den ca nhan
V Mua hang tai cac diem ban hang
V Thanh toan ghi ng true tiep cho dich vu di dgng, dich vu dien thoai duang dai/quoc te, truy nhap internet
V Thanh toan luong va chi tieu nhan vien
V Cac giao dich khac nhu ve vao ciia, kiem soat truy nhap, thanh vien cau lac bg bong da va cac cau lac bg khac...
Mac dii la mang luai thanh toan boa don diing thii hai tai Uc, nhung Bill Express la nha
phan phoi pin dien thoai dien tii lan nhat Uc- chiem khoang 60% thi truang Uc; co 14.200 thiet bi dau cuoi dugc khai thac tren toan nuac Uc. Doanh thu nam 2005 la 600 trieu do Uc va du tinh nam 2006 se dat tren 800 trieu do Uc (lay so lieu 16/05/2006).
> Mo hinh thanh toan cu'O'c dich vu thong tin di dong
Nguai tieu dung
0
G U U
Trir no cua khach hang
Dia diem thanh toan
0 B^o ve
Bill Express
( s) ( 4 ) D6i soat, gach ^ ^ ^ ^ na, thanh toan
STT 1 1 2 3 4 Doi tu-ong Nguai tieu dung Diem thanh toan Bill Express Ngan hang Chu trinh
Sii dung cac dich vu • Dien thoai di dgng • Dien thoai co dinh • Internet
• Cac loai dich vu gia tri gia tang: hinh anh, am nhac, tra soat thong tin
• Mua cac loai ve: may bay, xem phim... - Dung the : (ATM, Visa, Visa BOPO)
• Sieu thi • Ki6t • May POS
• Cac cua hang phuc vu
Thong qua he thong ban hang dai ly phan phoi tren mang toan quoc
Ban the tra truac • IVR/Intemet • SMS
• The Bopo-Visa
• He thong thanh toan boa dan bang SMS hoac mang Internet toan cau.
Doi soat voi Bill Express ve gach tru ng doi vai khach hang Thanh toan va tru ng Bill Express
5,2. Mo hinh to chuc va quan ly thu cu&c tai Viet Nam^^^
Nen kinh te Viet Nam dugc danh gia la nin kinh tl ti§n mat, co ty le tiln mat tren t6ng phuang
tien thanh toan r4t cao. Trong nam 1997, ty le nay 6 Viet Nam la 32,2% va phai mk 10 nam
mod giam xuong miic khoang 21,4% nhu hien nay. Do do, sir khac biet can ban cua giira ca cau to chiic va quan ly thu cuac hien nay giiia Viet Nam va cac nuac phat trien chinh la phuang tien thanh toan va cac Wnh thiic thanh toan.
Vai dac thu la mot nen kinh te tien mat, Viet nam co ban 92% tien luong ciia khoi dan sir va chinh phii deu dugc tra bang tien mat, han 90% thj truang tieu diing thanh toan bang tien mat nhu thanh toan hoa don, mua sam tieu diing... Theo thong ke ciia tap chi Ngan hang nam 2004, ban 80% ciia 3 ty USD ciia Viet kieu chuyen ve Viet nam dugc thanh