Global Smart Business

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1 GSB Company overview A Logistics and Field Service Outsourcing Company The Smart way to provide Regional Services and Customer Satisfaction

2 GSB Company overview GLOBAL Smart Business (GSB) provides a Outsource services Model, that integrates a range of Services and Disciplines for multiple suppliers, in order to improve service quality, costs reduction and customer satisfaction. 2

3 GSB Company overview Ø Core Services 1. Managed Logistics Services - MLS 2. Global Smart Hands - GSH 3. Incident Management Services Center IMSC 4. Private Label Resellers - PLR Ø GSB Latin America ü ü Presence Capabilities 3

4 1. Managed Logistics Services - MLS Ø Proven Logistics model Ø Local Warehousing and Transportation Services Ø Multiple suppliers to ensure Core Services ü ü ü Service quality Costs reduction Customer satisfaction 4

5 Freight Forwarding Global Smart Business Managed Logistic Services (MLS) Ø Air Consolidation Ø IATA/Direct Air Carrier Ø Dangerous Goods Specialists Ø Door to Door Services Ø Airport to Airport Ø Domestic/International Ø International document specialists Ø Track and Trace via Web Note: Freight Forwarding (FFS) only available as part of a package. 5

6 Managed Logistic Services (MLS) Custom Broker Services ü Duty Classification ü Customs Clearance ü Parts Transfer Service (between countries) ü Warehousing & Distribution ü Duties & Tax Management ü Transfers from Free Zones, Warehouse or Customers Global Shipment Tracking System ü Status tracking via WEB 6

7 Managed Logistic Services (MLS) Import of Record (IOR) Ø Ensure all imported goods comply with local laws Ø Local representation, legal entity by Country Ø File documents and import duties. Ø Transportation Services ü Customs to Warehouse ü Warehouse to Customers Ø IOR - SPOC for Latin America and Caribbean Global Smart Business 7

8 Warehousing and Logistics Services (WLS) Ø Warehouses in 28 countries Ø Regional Warehouse in Fort Lauderdale, Florida. Ø Free Zone Warehouse in Miami, Panama, Colombia, Brazil, Dominican Republic and Uruguay. Ø Local and International Transportation Services. Ø GSMS (Global Spare Management System) Control inventory and location in real time. Ø Warehouse Parts Exchange Ø SLAs per Call, 5x9 NBD, 5x9x4, 5x9x6, 7x24x4 Global Smart Business Managed Logistic Services (MLS) 8

9 2. Global Smart Hands (GSH) Global Smart Business Core Services Ø Global Smart Hands is a service provided to manufacturers, resellers, and software companies, to deliver on-site support and remedial services to their customers (feet on the street). Ø A seamless service, in most cases it may not be apparent that GSB is providing the services on behalf of our client. 9

10 Global Smart Hands Services Ø Break & Fix, Installations, De-installation, Site Surveys, MACs. Ø Service Level Agreement (SLAs) available; ü Coverage 5x9, 5x9x4, 7x24x2, 7x24x4 ü Response Time NBD 2 & 4 Hours Ø On-site first level support, multivendor skills (MVS). Ø Global Incident Management System WEB Enable tool to request and track on site services. Ø Engineers dispatched according to skills and incident complexity. 10

11 Global Smart Hands - Service Request Flow Chart Web Base GIMS Phone CRC 24/7 Dispatch Problem Solved? NO GSB 2nd Level Log in GIMS YES IMSC Requires Part? YES NO End of Process Close Call GIMS YES Problem Solved? NO Parts Availability? YES Parts allocation NO Order Part Receive Part Manufacturer Resolution Manufacturer 3rd Level 11

12 USER internet access Global Smart Business Global Smart Hands - Process Flow Chart Reception Center Portal User reports incident Portal Center Service Management- Monitors SLA & Escalation Process Validation; Qualification; Management; Dispatch to Logistic; Dispatch to Field Operation Logistic Operation Field Operation Part Identification; Dispatch Part to Field Operation On site solution, resolve problem, Return parts (Reverse Logistics). Reports 12

13 Global Smart Hands On site Support Engineer expertise RESPONSIBILITIES Technical Lead Project Lead Technical Team Lead Server, Storage, Network Service Desktop Service Direct Product Service We dispatch the correct skill level to ensure prompt resolution of client service requests, resulting in high first call repair rate. Experience OSE 1 OSE 2 OSE 3 OSE 4 OSE 5 OSE 6 CERTIFICATIONS Server Storage, Network Specialization (Cisco, Nortel, AVAYA) Server, Storage & Network Basics A+ & OEM Products HW A+ & PC/Printer OEM EXPERT BASIC 13

14 Core Services 3. Incident Management Services Center IMSC Ø Resolution of client issues Ø IT Help Desk / One place assistance ü Technical support Hardware - Software ü Application Support and HOW TO ü Incident lifecycle Management ü Dispatches for HW resolution Ø Business Benefits ü Client Process Outsourcing (Telemarketing, Customer Service) ü Client business applications ü Customer Loyalty 14

15 Incident Management Services Center (IMCS) IMSC - Functionality Global Smart Business Ø Ø Single Point of Contact for Business ü Call reception center (CRC) Diagnostics skills Technical support for End User ü Multilingual: Spanish, Portuguese, English Ø Incident Management Lifecycle information and control ü ü ü ü ü Incident Detection & Recording Classification & Initial Support Investigation & Diagnosis Resolution & Recovery Incident Closure Ø Incident Control: Monitor, Track, Communicate ü ü Operating Level Agreement (OLA) Major Events or Outages Ø Reporting, Data Analysis, Input to Problem Management 15

16 Incident Management Services Center (IMCS) IMSC - Resolutions and Recovery Ø IMSC Resolution (75% calls) Ø Support groups (GSB 2nd level, Vendor 3rd Level) Ø Onsite Call to specialized groups 16

17 Incident Management Services Center (IMCS) IMSC - Incident Control Ø Ø Open Incidents followed up until resolution SLA s control and escalations Depends on severity ü 2nd Level support or Remote Incident Resolution ü 3rd Level escalations to vendors Ø Ø Ø Ø Incident and resolution log Automatic Customer surveys to measure quality Automatic follow up on third party open incidents Automatic control of third parties contracted SLA s 17

18 Incident Management Services Center (IMCS) IMSC - Customer Service Metrics Ø ASA Average Speed to Answer <= 45 sec Ø Abandon Rate <= 6% Ø First Call Fix (service desk resolvable) 85% Ø Second Level Resolution 95% in 24 hrs Ø Customer Satisfaction > 90% 18

19 4. Private Label Resellers Core Services The most and effective way to increase the sales performance in the Latin America and Caribbean Region GSB Sales Channels Network

20 Private Label Resellers Services Private Label Resellers (PLR) are contracted by product companies, resellers, and software providers for sales their products and services in targets market in all the Latin America and Caribbean Region on their behalf. This sales organization improve the vendor s sales process adding value added services as: Contact Center, International and Local distribution, Smart equipments warehousing and Sales Tracking system

21 Markets Sales Channels network with relationships and business in: Financial Communications Commercial Government Transportation Manufacturers

22 Contact Center sales support Regional Contact Center. Inbound local numbers in countries Operators in Spanish, English and Portuguese. Services: Call Reception Inventory availability Pre-design support Shipment tracking RMA support and tracking

23 GPLS: Global Private Label Sales system WEB-enable Application. Customers list and information Opportunities register and follow. Opportunity ranking (1-low, 10 Extreme) Opportunities tracking Decision Makers Sales Team Proposal templates Prices list Products data sheet and marketing information Management report systems

24 PLR :Total environment for Business Financial Services Public Sector Telecom Transportation Commercial Manufacturers Selling vendors products/solutions/services Latin America and Caribbean Smart Warehouse Sales operation support (Sales tracking system, Sales contact center support Field Services( On-site support, Contact Center, Logistics)

25 Latin America Presence Global Smart Business GSB - Latin America Ø Corporate Headquarters and Regional Warehouse in Fort Lauderdale, Florida. Ø Incident Management Service Center (IMSC) Ø Presence in 22 countries: Argentina Colombia Guyana Peru Bahamas Costa Rica Honduras Trinidad & Tobago IMSC IMSC Panama Dominican Republic Jamaica Uruguay Bolivia Ecuador Mexico Venezuela Brazil El Salvador Nicaragua Paraguay Chile Guatemala 25

26 Presencia en Latino América: Zona 1: Argentina: Company Name: Global Smart Business, S.A. Address: Viamonte 1169 (1053) Ciudad Autónoma de Buenos Aires CUIT Number: Phone: (5411) Contact Person: Rafael Salazar Brazil: Company Name: Global Smart Business Services, Brazil Ltda. Address: Av. Leonardo Da Vinci 1182 Vila Guarani Sao Paulo Brasil CEP Phone number: (5511) Contact Person: Luiz Peluso Chile: Company Name: Global Smart Business Servicios Chile Ltda. Office Address: Napoleón 3565 Oficina 202 Las Condes Santiago, Chile Warehouse Address: (Ship to Address) Manipan 46 Maipú Santiago, Chile RUT: Phone: Contact Person: David Moreno Venezuela: Company Name: Address: Global Smart Business C.A. Calle Lecuna, entre Avenida principal de Boleita Sur y calle Santa Ana, galpón 204. Caracas, Venezuela. RIF: J Phone (58) Contact Person: Hugo Morabito y Verónica Morabito Global Smart Business GSB - Latino América Colombia: Company name: Global Smart Business Colombia, S.A. Address: Calle 145 A No. 21 V 77, oficina 202, Bogotá, Colombia NIT: Phone: Contact Person: Ana Mercedes Prieto Bernal México: Company Name: Global Smart Business Services de México S.A. De CV. Address: Calzada de Tlalpan 2320 Colonia Centinela Deleg, Coyoacán, México DF CP Tax ID number: GSM100615B48 Phone number: (52) Fax number: (52) Contact Person: Xavier Vallejo Peru: Company Name: Global Smart Business, Peru, S.A.C. Address: Parque Gonzales Prada 115 Barranco, Lima, Perú RUC: Phone: (51) / (511) Contact Person: Renato Acha renato.acha.gsmartb.com 26

27 Presencia en Latino América: Zona 2 Global Smart Business GSB - Latino América Panama Company: ITIS-IT INFRASTRUCTURE SOLUTIONS Bolivia: Address: Edif. Ocean Plaza, Piso 16, Oficina 1. Esq. Av. Company Name: Zoluxiones Aquilino de la Guardia y Calle 47, Urb. Marbella, Address: Av. Vásquez calle 2 # 145, Zona La Paz, Bolivia Ciudad de Panamá. NIT: RUP: DV 40 Phone: Phone: (507) Contact Person: María Cristina Frías. Contact person: Giovanni Caolo Ecuador: Company Name: Di-Telecom Guatemala: Company Name: IPESA de Guatemala Address: Germán Alemán E11-12 y Javier Arauz, Quito, Ecuador Address: 17 Avenida zona 10 Edificio Torino, Nivel 11, ofc. 1111, Ciudad de Guatemala RUC: NIT: Phone: Phone: Contact Person: Aldo Aspiazu Contact Person: Wagner Gutierrez. Paraguay: Company Name: Data Systems SAECA Honduras: Company Name: IPESA de Honduras, S.A. DE C.V. Address: Avenida Perú 1055 c/ Artigas, Asunción Paraguay Address: Colonia Tepeyac, calle el Paraiso, Edif. Luna Sol, Phone: (5952) Tercer nivel, Tegucigalpa Contact Person: Roberto Samaniego RTN: Phone: Uruguay Contact Person: Felix Ramon Nuñez Flores Company Name: Informatics Carrasco - EXCEL SRL. Address: Av. Alfredo Arocena 1568 B, Montevideo, Uruguay Nicaragua: RUC: Company Name: IPESA de Nicaragua. Phone: and Address: Calle Principal de Altamira de Sinsa a 50 mts al lado Contact Person: Marcelo Napoli Sur Derecho, Managua RUC: Phone: Contact Person: Alavro Gomez 27

28 Presencia en Latino América: Zona 3 Global Smart Business GSB - Latino América Barbados: Company Name: DC Office People Inc Address: No. 2 Dayrelss Road Ch Phone: Contact Person: Michael Clarke. Jamaica: Company Name: NSG Jamaica Limited Address: Shop # 14, Pulse Entertainment Center, 38ª Trafalgar Rd, Kingston Phone: Contact Person: Adreinne Preston Trinidad & Tobago: Company Name: Netser Trinidad Limited Address: 131 Eastern Main Rd, Five Rivers Arouca Phone: Contact Debra Loregnard Dominican Republic Company: Netser Computer Dominicana S.A. Address: Av. John F. Kennedy, Esquina Ortega y Gasset, Plaza Metropolitana, Local 222, Santo Domingo. Phone: (809) Contact person: David de Armas Bahamas: Company Name: Custom Computers Address: Island Traders Building, East Bay Street, Nassau Phone: Contact Person: Melissa Miller Strachan. Guyana: Company Name: CSR Computers Address: 203 Pike Street, Kitty, Georgetown Phone: Contact Person: Norma Daniels 28

29 GSB - Capabilities Ø Incident Management Services Center IMSC ü Call Reception Center - CRC ü Diagnostics (triage) skills ü 2nd Level support Ø More than 80 Engineers dedicated to On-site Support Ø International and Local Transportation Services Global Smart Business GSB - Latin America Ø GIMS (Global Incident Management System): control the incidents anywhere, anyplace. Service Portal - 29

30 Global Customers 30

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