Global Smart Business Inc. Field Services Outsourcing Company Global Smart Hands Services

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1 Global Smart Business Inc. Field Services Outsourcing Company Global Smart Hands Services

2 Global Smart Business Headquarter in Boca Raton, Florida Capabilities in 26 countries On-site capabilities 5x9, 7x24 Incident Management Services Centre in Venezuela with the following services disciplines: CRC, Diagnostics skills, 2 nd Level support > 350 Engineers dedicated to On-site Support Relationships with more of 100 Sales Channels Relationship with VARs (Value Added Resellers) Main regional Warehouse in Miami, Florida International or local Courier services capabilities

3 Global Smart Business Services and Solutions Channel Management Outsourcing C 2 Managed CPE Services - mcpe On site support and remedial services - GSH Managed Logistics Services - mls Incident Management Services Centre - IMSC SMBs offices Hosted applications - GIMS

4 Global Smart Business Customers Unisys: Dell Nortel Cisco Lexmark EMC British Telecom Hewlett Packard IBM: British Petroleum Telefonica

5 Global Smart Business Global Smart Hands Services - GSH Your centralized capabilities anywhere, anyplace GSB On site support Outsourcing program

6 Global Smart Hands Services Global Smart Hands Services (GSH) are contracted by product companies, resellers, and software providers for delivery of support field services to customers on their behalf. In most cases, it may not be apparent that GSB is providing the necessary support services on behalf of the product provider.

7 SLAs : T&M, 5x9xNBD, 5x9x4, 7x24x4 Latin America and Caribbean footprint: Countries: Argentina, Chile, Colombia, Venezuela, Ecuador, Perú, México, Honduras, Brazil, Costa Rica, Guatemala, Panamá, Nicaragua, El Salvador, Puerto Rico, Dominican Republic, Trinidad & Tobago, Jamaica, Bahamas, Anguilla, Saint Vincent, Dominica, Cayman Island, Aruba, Bonaire, Curacao, Guyana. Warehousing and courier services locally On site support with Smart Hands Engineers Incident Managed Services Centre in Venezuela with the following services disciplines: CRC, Diagnostics skills, 2 nd Level support WEB enable tools to Manage: Services Requests On-site services infrastructure Logistic and Spare Management

8 Service Portal IMSC: Incident Management Services Centre Smart Hands capabilities in the Countries Logistics and Spare Management GIMS (Global Incident Management System): control the incidents anywhere, anyplace Services Elements

9 Services Flow Internet End User Reports Service Portal Request Reception Centre Validation Qualification Management Dispatch to Logistic Dispatch to Field Operation Field Operation Logistic Part Identification Dispatch Part to Field Operation Return Call to Request Reception Centre SERVICE MANAGEMENT SLA Monitoring & Escalation Process OnSite Solution Resolve Problem Reverse Logistic

10 Call Flow details Web Base GIMS Phone CRC 7x24 Log in GIMS Parts allocation Incident Management IMSC N Parts? Y Dispatch 1 10

11 Call Flow details 1 Y Problem Solved? Close Call GIMS (Reason Code) N GSB 2 nd Level Problem Management Y Problem Solved? N Manufacturer 3 rd Level 11

12 SERVICES PORTAL

13 Incident Management Services Centre - IMSC Incident Management Services Centre in Venezuela. Inbound local numbers Services: Call Reception Diagnostics 2 nd Level Support: Remote incident Resolution 3 rd Level escalations to vendors

14 Services: Break & Fix, Installations. deinstallations, site surveys, MACs. SLAs available: T&M, 5x9xNBD, 5x9x4,7x24x4 Global Smart Hands capabilities: On-site first level support, multivendor (MVS) skills Global Incident Management System WEB enable tool to request and track on site services. Engineers delivered according skills and incident complex Smart Hands capabilities

15 CERTIFICATIONS RESPONSIBILITIES On-site Engineers expertise Technical Lead Project Lead Technical Team Lead Server, Storage, Network Service We dispatch the correct skill level to ensure prompt resolution of client service requests, resulting in high first call repair rate. Desktop Service Direct Product Service OSE 1 OSE 2 OSE 3 OSE 4 OSE 5 OSE 6 E X P E R I E N C E: Server Storage, Network Specialization (Cisco, Nortel, AVAYA) Server, Storage & Network Basics A+ & OEM Products HW A+ & PC/Printer OEM EXPERT BASIC

16 Logistics and Spare Management: Main Warehouse in Miami, Florida. International freight forward services Local IOR services available Local warehouses and courier services Local Inventory in partnership with VARs companies to faster delivery times. SLAs available: Per Call, 5x9xNBD, 5x9x4,7x24x4 Global Logistics Management System WEB tool to track inventory and assets.

17 Global Incident Management System(GIMS) WEB-enable Application. Incidents register and follow. SLAs control and follow. Customer and infrastructure to be supported information Management report systems Automatic escalation process to resolution levels

18 Diagnostic Center 2 nd levelsupport Total services enviroment On-site Services CRC Incident Management Services Center GIMS Web via PDA Logistics Internet Partners and Customers Voice

19 Global: access anytime, anywhere. Adapt to customer needs. Audit tools: The customer have the tools to check the SLA commitment. Single point of contact to handle the services end-to-end. Total Regional Coverage. Avoid investments to develop local support coverage. Improve the customer satisfaction. GSH : Benefits

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