2 WELCOME AMONG OUTSOURCING EXPERTS The Outsourcing Experts Inc. (OEX) Capital Group was established as a result of the biggest merger on the market of business process outsourcing in Poland. ArchiDoc and Call One merged with companies belonging to the Neo Investments Fund: Cursor, Galposter and Voice Contact Center, becoming the leader within the segment of BPO solutions. We develop services dedicated to the biggest Polish enterprises as well as to global corporations. The key sectors we cooperate with include finance, telecommunications, insurance, power engineering and commerce. Many years experience fosters our unique approach to our clients needs. We mainly rely on security, quality and innovation. This approach is reflected in our broad offer of services. We undertake efforts to meet OUTSOURCING EXPERTS Inc. expectations of our partners and aim at systematic enhancement of the level of their satisfaction. The market of Business Process Outsourcing (BPO) has been developing exceptionally dynamically in our country. Poland regularly strengthens its position in the world ratings of location of operating centres. We have already become an important sector for the whole economy, and perspectives are very optimistic. Outsourcing Experts Group takes advantage of this trend, simultaneously actively participating in its development, mainly through market education and enhancement of its values. Outsourcing of document management and back-office Outsourcing of call and contact center Outsourcing of sales and marketing support The potential and strength of our Group, as one of the biggest outsourcing companies in the country, allows us for offering you our extraordinary flexibility. It is also the guarantee of awareness of the needs, arising from experience built due to many-years, coherent efforts for the benefit of our clients.
3 POWER OF THE GROUP, FLEXIBILITY OF INDIVUDUAL Our team, comprising almost 10 thousand employees located in thirty eight branches on the territory of Poland, are at your disposal. 38 BRANCHES 10 thousand EMPLOYEES
4 OUTSOURCING OF DOCUMENT AND BACK-OFFICE MANAGEMENT PROCESSES ArchiDoc has been operating on the Polish market since The company offers comprehensive services dedicated to large enterprises, processing mass quantities of data and documents. Mailing room Electronic and paper document archiving Data registration in clients systems Business Process Applications 4Mailing room: centralisation and standardisation of the correspondence administration process, registration of incoming and outgoing mail, contents verification/ categorising, distribution of documents under paper and electronic form, optimizing of documents distribution, online status reporting; 4Electronic and paper document archiving: scanning, digital recording, automatic data reading OCR, indexing manual data entering, export to client s systems /integration with client s applications, providing access to documents from electronic archive via Internet, storing of master copies, document arrangement, disposal, destroying and providing access to documents, office and archiving standards, archiving consultancy; 4Data registration in clients systems: collection of documents, formal verification, data registration in client s systems, service activation or deactivation, distribution of master copies for further processing, remote contact with the client (telephone/ ): explain of exceptions, data supplementing, archiving; 4Business Process Applications: mailing room system, electronic repository of documents (DMS), electronic document circulation/bpm process management, user s support system (Helpdesk), system of correspondence administration supervision, interfaces to client s business area systems (ERP/CRM/FK). More on:
5 ARCHIDOC means: - 36 million of scanned documents annually million of document pages in the electronic repository - 18 million of documents developed annually km of documents in hard copy archives More on:
6 OUTSOURCING OF SALES AND MARKETING SUPPORT PROCESSES Area represented by companies Cursor and Galposter Since 2001, Cursor has been specialising in design and implementation of complex sales and promotion processes as well as in logistics of marketing materials. Galposter has been present on the Polish market since 1997, it operates in the area of outsourcing of rebranding processes and change of visual identification. Outsourcing of sales processes Promotional campaigns and loyalty programmes Rebranding processes and labelling systems Logistics of marketing materials 4 Outsourcing of sales processes: co-shared and dedicated networks of sales representatives; merchandising: arrangement of a shop and shelving service process; category management; planning and monitoring of retail sales; management of assistants in points of sales; shopper marketing: concept and process implementation; 4Promotional campaigns and loyalty programmes: management of promotion personnel; concept and organisation of sales and brand image-building events; administration of loyalty programmes; competitions and lotteries; production of image-building and sales-supporting materials; organization of product tasting and sampling; 4Rebranding processes and labelling systems: planning and implementation of labelling systems; development of networks of information targeted carriers and their administration; design and implementation of elements of visual information, administration of integrated projects involving building, labelling and maintenance of sales network; 4Logistics of marketing materials: creation, production, import, storing and distribution of gadgets and sales supporting materials; installation, renovation, service and POSM maintenance; co-packing, logistics service of sales points and sales force; administration of online shops, integration of IT systems for the needs of logistics. More on: and
7 - 500 shops in merchandising service - over 600 thousand hours performed by hostesses and consultants - over 30 thousand of telecommunication products annually - 5 thousand identification implementation cases thousand of outdoor carriers under service More on websites: and
8 OUTSOURCING OF CALL AND CONTACT CENTER PROCESSES Voice Contact Center provides services of client relationship management using virtual communication channels: telephone, , SMS, fax, chat. Winner of the prize in the Golden Arrow contest, first time in Telemarketing category. The company also gained the first position in the ranking of Netia suppliers in the category: Additional Sales of Telecommunication Services of the Year In 2011, the company Call One was incorporated into its structures. Telesales and image marketing Hotlines Market research Telephone vindication 4Telesales and image marketing: administration of sales processes, sales of additional products or services (up- -sell, cross-sell), sales leads generating campaigns, arrangement of meetings, building and strengthening of brand awareness of the employer among potential consumers of his services or products, through welcome addresses, occasional telephones, satisfaction surveys; 4Hotlines: information, complaints, vindication, sales, technical support (helpdesk), operations-transactions, services, direct response campaigns; 4Market research: telephone surveys using CATI method, among others, public opinion, satisfaction, demand, price level, brand recognition and advertising surveys; 4Telephone vindication: preventive measures, payments monitoring of, vindication of receivables, campaigns addressed to individual persons, legal entities and enterprises. More on:
9 Voice Contact Center means: - Over 700 call center sits under service - 20 million of telephone connections during a year thousand hours performed by sales consultants annually More on:
10 OUR CLIENTS AND REFERENCES Outsourcing Experts (OEX) clients comprise over 500 companies, including the biggest companies of the following sectors: 4telecommunications and media 4banking and finance 4insurance 4FMCG 4commerce 4production and distribution 4power engineering and utilities 4public administration Profiles of our competence areas are adjusted to individual sectors and clients needs. The Outsourcing Experts offer covers tested solutions, based on many years experience and specialised know how of each of the companies associated in the Group. Consequently, we can safely and quickly implement each of the services in consecutive enterprises, avoiding cost and organizational traps. It has been confirmed by our numerous references and certificates.
11 Companies included in the OEX Group are the winners of many awards, among others: 4 Golden Arrow 4Reliable Outsourcer 4 Client-Friendly Company 4Diamonds of Forbes Magazine 4Fair Play Enterprise 4 Consumer s Golden Laurel 4Business Gazelles 4 Quality of the Year 4Poland Now
12 THE HIGHEST QUALITY, OPTIMUM PRICE Quality = benefits for the client + best standards For us, quality means concentration on client s needs, both at the stage of contract negotiation and implementation of services. Our partners continuously set our standards and constantly verify them. Accordingly, they motivate us to action. We are driven by the best standards: ISO 9001:2008 and Business Process Management System (LEAN SIX SIGMA). We optimize efficiency of processes we implement. We constantly monitor and improve their progress. Our priority is the smooth and efficient implementation of our clients requirements. Prices = optimum costs + scale effect Due to the integrated system of cost management we offer services tailored to business needs. We are searching for solutions combining client s benefits with cost-effectiveness, to guarantee efficient performance within long time horizon. We take advantage of the scale effect within the Outsourcing Experts Group. Joint competence centers support business sectors. We distribute their operating costs among activity areas and tens of projects under administration. Accordingly, we can offer attractive level of prices. Flexibility = client orientation + scale of performance Outsourcing Experts combines potential of a large company with flexibility and client orientation, typical for smaller organisations. We implement both many years contracts and single projects. We perform in our own operating centers, on clients premises as well as in any place where our clients operate. Our team is ready to face new challenges every day.
13 The OEX Group means: - almost 35 thousand m 2 of storage infrastructure - 15 thousand m 2 of office and operating premises in 38 facilities on the territory of Poland - 1,5 thousand of operating computer stations and a call center
14 SECURITY AND DATA CONFIDENTIALITY For us security means multi-dimensional protection of the implemented processes at the level of data, systems and infrastructure as well as physical security measures. The OEX Group meets all the requirements of information protection, specified in Polish legal standards. Methods of personal data protection were accepted by the Inspector General for the Protection of Personal Data. Within our organisational structure, the Administrator of Information Safety (ABI) operates. Currently, Outsourcing Experts Group prepares implementation of the information safety certificated according to the ISO standard. Protection of data and documents entrusted to us is possible due to application of comprehensive safety systems. Among those, the following can be listed: 424-hours monitoring of facilities and operating premises; 4dedicated fire protection systems; 4access control systems; 4access to IT systems only by authorised persons (with logging control and system of periodically allocated passwords); 4systemic following of operations performed by the staff; 4transmission of data using safe encoded connections; 4provision of high reliability and availability of IT systems (clustering, replication, equipment redundancy, backup center); 4data protection and filing (creating of backup copies many times during the day, fast data recovery, data storing in backup center); 4system protecting against network attacks (application of the so-called firewalls and anti-virus protection); 4complete recovery procedure in all operating centers; 4possibility to operate within internal corporate networks of the client.
15 The OEX Group means: - 24-hours monitoring of facilities and operating premises - dedicated fire protection systems - access control systems to all premises
16 INNOVATION The mission of Outsourcing Experts is to develop innovative products and services so far unavailable on the Polish market as well as their implementation, applying the highest qualitative standards. We offer integrated outsourcing solutions supporting the development of the organisation, starting from building of sales network, through maintaining and development of client relations, ending up with document collection and management. We were the first in Poland to create the unique combination of services with technology. Our solutions are based on copyright IT systems supporting and automating various business processes. Applications of Outsourcing Experts are easily integrated with other tools used in the client s company. Due to permanent investment in the up-to-date technology (IT Department is the fastest growing unit of the OEX Group) we have at our disposal the experienced team of several dozen of analysts, programmers and data processing operators trained in Poland and abroad. Due to narrow specialization and use of the best IT tools available on the market in production process, our experts ensure professional, and simultaneously cost-effective and fast implementation of orders. To optimize the customer service process, separate organizational unit is responsible for administration and fail-safety of IT infrastructure as well as for communication with consumers of our solutions distributed all over the country.
17 The OEX Group means: - copyright IT solutions - innovative model of process management - innovative service packages
18 WHAT DOES BUSINESS PROCESS MANAGEMENT (BPO) MEAN Within performance of each company, key areas exist which constitute the basic goal of their market operations, as well as less significant areas, constituting the back office for implementation of strategic goals. Resources and funds allocated for services beyond the core business are frequently incomparable to the level of their importance at the entire enterprise scale. Outsourcing of business processes enables delegating of implementation of a specific process to external company which provides not only the required resources (employees, infrastructure) but also specialised know-how. Outsourcing of some processes to external company, besides generating of considerable savings and increasing of safety, shall also become the effective way to develop strong and competitive offer on the market. BPO = cost reduction + know how + quality + security Outsourcing Experts actively supports development of outsourcing services in Poland through diverse forms of educational activities. In cooperation with renowned research agencies we conduct and initiate periodical surveys, workshops and conferences, and we also participate in specialised publications related to outsourcing. We are the founding member of the Outsourcing Institute foundation. Why are BPO services worth using? 4 innovative method of business development, 4 reduction of costs of process implementation, 4 scalability and risk mitigation, 4 focus on core operations of the company, 4 saving of time and important human and infrastructural resources, 4 access to innovative technology and specialised know-how, 4 lack of necessity to invest in business areas other than the core business, 4 cooperation based on trust supported with figures and SLA (Service Level Agreement), 4 better quality, improvement of processes at the start, 4 flexible adjustment of scope of the services to current needs, 4 increased data security and confidentiality.
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