CAELAN WRIGHT & ASSOCIATES

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1 Caelan Wright is a differentiated, dedicated and committed customer touch experts, which is not industry biased. We are a multi-functional business with capabilities including: Call Center Direct marketing Consultancy Training We are one of the leading providers of holistic call center solutions and Direct Marketing services in Thailand and beyond. We work closely with our clients to assist them achieve the degree of success they are desiring. Caelan Wright delivers a rare mix of outstanding quality services, whilst maintaining a personalised service second to none. With our Company headquartered in Bangkok, Thailand, we offer bespoke call center solutions using a unique blend of live dedicated and bureau agents and automated response services. If you are looking for call center solutions, Caelan Wright offer both Inbound/ outbound call center services and related value added capabilities for the Asia Pacific Region including: Telemarketing Campaigns, Customer Service, Overflow, Out of Hours and Fulfilment Services, Off-shoring, Call Center builds/re-engineering, Voice Broadcasting database management and cleansing, data entry and transcriptions. As a customer touch specialist, with our wealth of experience in call centers and client portfolio, we seek to add value and profitability to all our client relationships, irrespective of industry - from Blue Chip Multi National Corporations to SME s. Our Vision To intimately work with our partners in long term, mutually profitable and sustainable relationships offering knowledge, expertise and resource to enable our partners business objectives to be exceeded and ultimately become a leader of industry Why Choose Caelan Wright? Caelan Wright significantly differentiates itself in the call center market by delivering tailored and personalised services, irrespective of industry and customer touch requirements, to all of its clients. We use needs based technology and operate a robust operation tailored to client requirements, having the ability to accommodate client expansion plans rapidly and with versatility. Our team of proven and experienced customer touch and call center specialists ensure that, irrespective of size, campaigns are handled with equal importance. All clients are well known by our Senior Management team and we also ensure they receive personal attention from our Directors. Our Call Center Operations are located in the heart of Bangkok, ideally positioned for convenience and efficiency of operation for staff and clients alike. Quality Staff CAELAN WRIGHT & ASSOCIATES Call Centers / Direct Marketing / Consultancy / Training Caelan Wright's location in Bangkok, ensures that all clients have quality teams working on their campaigns at all times. Bangkok is ideally situated allowing us excellent access to the highest caliber staff (and offering) at the most competitive pricing - this in turn allows cost saving and efficiency to be passed on to our clients in our flexible pricing structures. Quality service is primary to our value proposition and every client's brand this philosophy ensures that projects exceed client expectations. All right reserved by Caelan Wright & Associates Ltd. -Printable Version - Page 1 of 12

2 Our range of Services and Value Proposition Services include: Call Centers Caelan Wright Call Center Hotel A new concept where you can take fully featured call center space as you need, on a short or long-term basis. We provide a highly flexible and cost effective service, with a level of management to suit your requirements. Non Geographic Numbers A range of free phone, local rate, national rate and premium rate numbers are available. Reporting is also available, offering live call statistics and important marketing data. Structured Growth means bigger benefits Caelan Wright has a focused and defined management strategy. This assists in effectively managing expansion, recruitment of quality staff at all levels, reduction of attrition and encourages greater staff loyalty, not only to you but to your customers. By proactively managing our business, we promote closer links with our clients and we are also able to adjust and adapt to our clients needs as required. Our call/contact center is fully flexible to meet your needs We have the capacity to adapt by scaling up our Call Center to any size of campaign, both inbound and outbound. When the campaign is over, we can scale back down again. Flexibility can increase your profits The ability to scale our Call Center up and down as required results in cost savings - savings that are passed on to you, our clients. We do not have the ongoing liability of significant fixed cost. This enables us to provide value for money. Access to the latest technology and Innovation All of our Call Center technology is state of the art, including advanced call scripting, automated management systems, sales platform and speech recognition systems. Our sophisticated telephone system can handle up to 500 simultaneous calls. We offer you the benefit of these solutions without the liability of capital investment. Keep your web customers interested The importance of the internet is widely accepted, but it can be difficult to respond promptly and professionally to large volumes of enquiries, leading to disappointment. Our unique Call Center management systems will enable you to fulfil your promises and convert online enquiries into longterm customers. We re still open when you re closed Today's changing lifestyles mean customers often demand service around the clock. Our Call Center is available to take calls 24 hours a day, every day. Because your customers are important to us, there will always be someone at the end of the line. We can enhance your reputation By providing outstanding customer service in your own name, we can enhance your reputation and help to build your brand, with every call and contact that we take for you. All right reserved by Caelan Wright & Associates Ltd. -Printable Version - Page 2 of 12

3 Outbound Call Handling Outbound Telemarketing We specialise in running pragmatic outbound campaigns such as telemarketing, telesales, telesales follow up to Web Chat, lead generation, market research and database cleansing as well as follow up calls generated by inbound work. Scripts are written in close collaboration with clients to ensure maximum effectiveness. Appointment Setting Caelan Wright has experienced teams that can canvass potential customers to arrange appointments on behalf of your sales representatives. Follow Up Calling Following direct advertising or marketing campaigns, every respondent can be contacted with a remit to convert them to a customer. Customer Reactivation Telephone, letter and campaigns to update and reactivate existing or dormant clients on your database. Market Research Our sophisticated operating platforms have been designed for state of the art customer touch management intergrated with our TSR call handling sophistication, we are appropriately prepared for outbound Market Research projects. Inbound Call Handling Overflow/Out of hours handling A service that supplements your own Call Center and Contact Center facilities, offering extended opening hours and increased call capacity that is cost effective for you. Brochure Lines A response service for material such as brochures, information packs or application forms. This service can be provided by live agents or our automatic Speech Recognition solution. Credit Card Order Lines Live TSRs taking telephone orders for direct sales ranging from one-product one-price to multi-product multi-price offers, including handling the credit card transactions. Helplines TSRs aided by comprehensive product training and access to knowledge databases, will answer queries and provide help within a customer support environment. Product Recall A service that can be set up within 24 hours in an emergency, offering live support to customers with defective product, responding to national media campaigns. Replacement product can be sent to customers in conjunction with our fulfilment service. All right reserved by Caelan Wright & Associates Ltd. -Printable Version - Page 3 of 12

4 Nearest Dealer Callers are given information and directed to their nearest branch or local stockist through an as the crow flies postcode recognition system. Calls can be handled live by our agents, or using our automated Speech Recognition. Speech Recognition Using the latest technology, our Speech Recognition solution captures caller details, which are then automatically converted to data, ready for processing and fulfilment. No live agent intervention is required, so call handling costs are dramatically reduced. This service can be typically used for services such as Brochure Lines and Nearest Dealer. Intergrated Voice Recognition (IVR) & Fulfilment Service Intergrated Voice Recognitions (IVR) Primarily an automated backup facility to capture caller details, which are then transcribed to the client database for actioning. This service can also be utilised for competition and information lines. Fulfilment Services A range of services including personalised mailings, the handling of high volume literature mail outs, sending of replacement product recall items and the provision of redemption facilities for coupons, competition forms etc. Direct Marketing Activities include: 1. Acquisition 2. Cross sell 3. Up-sell 4. Loyalty 5. Win back 6. Retention Affinity based Existing customers Direct to consumer Capabilities include: 1. Strategy 2. Product Development and or consultation 3. Data Consulting and Analysis 4. Program Planning, Design, Management, Execution and Reporting 5. Call / Contact Center Management 6. Measurement 7. Continue Professional Development All right reserved by Caelan Wright & Associates Ltd. -Printable Version - Page 4 of 12

5 Consultancy Strategic and tactical assessments and implementations Project Management Business process re-engineering Partner Introductions and management Re-insurance Data-mining Database Banking Insurance Related constituents Vendor Selection Procurement IT Brokerage Low set up costs, speedy implementation and bespoke systems for each client project, alongside a tailored solution-based approach to every requirement, ensures a smooth path to outsourcing with Caelan Wright Training Training Programs already developed and delivered in Thailand Flexible packaging available to meet needs of our Partner Investment options can be tailored to meet Partner s current training capability-needs New program development if required Executive/ middle management coach-mentor programs All right reserved by Caelan Wright & Associates Ltd. -Printable Version - Page 5 of 12

6 Meet the team Caelan Wright Senior Management Caelan Wright is an organisation based on innovation and a wealth of industry and corporate experience enabling it to provide tailor-made and pragmatic solutions. The directors have extensive senior management experience within the call center industry, gained from the complementary perspectives of service provision services and technical expertise. Each has a proven track record of delivering results that exceed customer expectations, making for a winning combination. Eric Rosenkranz - Chairman Eric Rosenkranz is founder and Chairman of e.three, a strategic advisory helping organizations in Asia determine and execute their long term plans. Serving as Vice-Chairman of FocusMedia Shanghai he lead the company to its successful 2005 NASDAQ listing. He assisted the Australian company Outdoor Solutions Group in raising funding and eventually engineered a trade sale to News Corp. He now serves that company as Chairman. Additionally, Eric currently serves on the Boards of several privately held Asian companies including Chairman: M-Stream (Shanghai), Chairman: Store of the Future (Singapore), and Vice Chairman of Zeno Global (Toronto) communications company with over US$1 Billion in sales. Eric held positions as President Asia Pacific, President Latin America, Executive Vice-President Europe, Africa, Middle East and Eastern Europe, and Board Member to the agency's Joint Venture in Japan. He also worked in Spain and Mexico, in addition to his native United States. Eric managed Grey s marketing services companies and was responsible for preparing and executing long term strategy, Mergers and Acquisitions, opening divisions offering new strategic capabilities, implementing changes in business culture and redesigning organizational structure. Born in the U.S., Eric has an MBA from The University of Chicago and a BA in Economics from The George Washington University. He was Guest Lecturer at the University of Hong Kong and the Vlerick School of Management, University of Ghent, Belgium Adrian Apperley Co-Executive Officer Adrian is a founder of CWA. He has worked in Asia since joining Prudential Corporation Asia in the Bancassurance team as Regional Bancassurance Manager in He s been responsible for Bank Partnership development across twelve operational markets and has 18 years experience in the UK financial services industry. Formerly with Prudential Assurance Ltd (UK) for 10 years, Adrian has accumulated a wealth of experience, he started as a District Agent moving to Corporate Services Consultant and Area Managing Consultant, providing solutions and services to both private and corporate sectors. For the last 5 years Adrian has worked as Chief Distribution Officer for Prudential Thailand. Adrian s accountability was for the achievement of profitable Company production targets across all distribution channels (Agency, Bancassurance, Direct Marketing and Broker), together with the acquisition of New Business and development of multi channel distribution methods to leverage insurance sales and fee income. All right reserved by Caelan Wright & Associates Ltd. -Printable Version - Page 6 of 12

7 Meet the team Mark Manolas Co-Executive Officer Mark has been working in the direct marketing-telemarketing industry for over 15 years and was Senior Vice President of direct marketing for Prudential Life Assurance (Thailand) prior to founding CWA. Mark has 3 years with Prudential building and managing Prucall, Prudential s in-house direct marketingtelemarketing capability. Previous to this Mark has held regional direct marketing-telemarketing roles for Prudential and ESG Direct, having been exposed to markets such as Taiwan, Hong Kong, Indonesia, Malaysia and Vietnam. Mark began his career in Australia during the 80s with National Mutual (now AXA Australia). Mark is the Chairperson of the Call Center Industry Association of Thailand and a regular columnist for the Bangkok Post. Vincent Leusner Chief Financial Officer Vincent is acting as the CFO for M-stream after having worked in US Fortune 500 companies for the last 20 years. Immediately before M-stream, Vincent was the CFO for a publicly traded US based advertising and communications company, Grey Global, which was then the world s largest independent advertising agency. He was responsible for all Asian operations of this entity including general advertising, sales and promotion, media buying and selling and an interactive division for this entity that had operations in 17 countries in Asia, over 1600 employees and annual revenues in excess of US$100 million. Prior to his posting in Asia Vincent also served as Director of Internal Audit for Grey. Vincent also served as VP budgeting and financial analysis for McCann-Erickson North America which is part of the Interpublic Group of Company, one of the world s largest advertising and communications companies and a Fortune 500 company Vincent has been president of the American Malaysia Chamber of Commerce since May 2005 and is a board member of the Malaysian American Commission on Education Exchange which administers the U.S. s Fulbright Scholarship program in Malaysia. Vincent passed the CPA exam in Pennsylvania in the United States in All right reserved by Caelan Wright & Associates Ltd. -Printable Version - Page 7 of 12

8 Contact Us Caelan Wright & Associates Limited 153/3 Golden Land Building, B-4 Floor Soi Mahardlek Luang 1, Rajchadamri Road Lumpini, Pathumwan, Bangkok 10330, Thailand Tel : +66 (0) Fax : +66(0) Website: Co-Chief Executive Officer adrian@caelanwright.com Co-Chief Executive Officer mark@caelanwright.com All right reserved by Caelan Wright & Associates Ltd. -Printable Version - Page 8 of 12