Trade promotion at Netherlands Enterprise Agency

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Gwendoline Baldwin
10 years ago
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1 Trade promotion at Netherlands Enterprise Agency Jolanda Lops, advisor international business, Customer contact centre Eva Dekker, manager trade promotion programs

2 Set-up Customer Contact Centre Team Customer Contact: Customer Contact colleagues Customer Advice colleagues Team Customer, Knowledge & Development: Knowledge Development colleagues (Knowledgebase) Team Customer Process & Analyses: Workforcemanagement colleagues (Reports / Dashboards)

Development: Knowledge Development colleagues (Knowledgebase) Team

3 Products & services Customer Contact Centre Standard Services: - Customer Questions: via telephone, and social media Customised Services: - Intakes: via telephone or face to face - Customised Information (mainly as part of a SIB coaching) - Business Partner Scan - Opportunities

Services: - Intakes: via telephone or face to face - Customised

4 Customised Information Definition: Dossier with relevant answers to questions directed towards a strategic approach to a particular foreign market. a country comparison information about a specific foreign market/sector; an overview of relevant services and financing opportunities.

5 Business Partner Scan (BPS) An overview of possible business partners with their contact information in the customers target country These business partners are personally approached by you The customer profits from our extensive network of offices abroad -> you! You know the local market and know how to deal with language and cultural barriers A contribution of 500,- is required

by you The customer profits from our extensive network of offices abroad -> you!

6 Opportunities A specific demand for particular goods, services, investment or cooperation on current and future projects (possibly via a call for tenders). Favourable economic and/or other developments in the sector. Changes to legislation

projects (possibly via a call for tenders).

7 Did you know our customer contact centre: Independently takes care of 80% of all questions asked during the first customer contact moment? Takes care of about 400 phonecalls a week? Will deliver over 700 Customised Information Reports and 300 Business Partnerscans in 2014! And do you know Your Mission plays a crucial role contributing to these Customised Services?

Will deliver over 700 Customised Information Reports and 300 Business Partnerscans in 2014!

8 Operating via results Norms are set with both our Customers & Client (BZ, DGBEB en DGIS) Weekly review of KPI s via dashboard Time Quality

9 Results Customer Contact Centre Aanbod en aangenomen telefonie Internationaal jan-14 feb-14 mrt-14 apr-14 mei-14 jun-14 jul-14 aug-14 Aanbod telefoon Aangenomen telefoon = klantcontact 75% 70% 65% 60% 55% % afgehandeld 1ste lijn Internationaal jan-14 feb-14 mrt-14 apr-14 mei-14 jun-14 jul-14 aug-14 % afgehandeld 1ste lijn Internationaal Verdeling vragen naar afdeling aug % 13% 0% 1% 2% 60% % afgehandeld 1ste lijn Internationaal % vragen doorgezet naar 2de lijn Internationaal % vragen doorgezet naar 3de lijn vakafdeling BO % vragen doorgezet naar Internationale Organisaties % vragen doorgezet naar Holland desk 5:02 4:30 3:59 3:27 2:55 2:24 Average Handling Time = Gemiddeld gespreksduur GGD + Nawerktijd NWT jan-14 feb-14 mrt-14 apr-14 mei-14 jun-14 jul-14 aug % 80% 60% 40% 20% 0% % Abandoned calls 10% 9% 8% 6% 4% 7% 11% 11% jan-14 feb-14 mrt-14 apr-14 mei-14 jun-14 jul-14 aug-14 Top 5 regelingen Internationaal aug 2014 DHK Interventieregeling GMO DGGF FDOV Sancties Rusland Average Handling Time AHT (GGD+NWT) Aangenomen telefoon % abandoned calls % 90% 80% 70% 60% 50% Servicelevel telefonie 70% binnen 30 sec. jan-14 feb-14 mrt-14 apr-14 mei-14 jun-14 jul-14 aug % 90% 70% 50% Servicelevel mail 90% binnen 24 uur jan-14 feb-14 mrt-14 apr-14 mei-14 jun-14 jul-14 aug-14 Rusland China Duitsland Verenigde Staten Top 5 meest bevraagde landen 1ste lijn Internationaal aug 2014 Iran NORM gemiddelde SL NORM mail gemiddelde servicelevel mail

mei-14 jun-14 jul-14 aug-14 % afgehandeld 1ste lijn Internationaal Verdeling vragen naar afdeling aug 2014 24% 13% 0% 1% 2% 60% % afgehandeld 1ste lijn Internationaal % vragen doorgezet naar 2de lijn

10 Top 10 countries Questions & Customised Information

11 Top 10 countries Business Partner Scan & Starters

12 Starters International Business (SIB) For companies that: have little to none experience with doing business on foreign markets; want to embed export in their business; have an organisation with sufficient means; are willing to invest time and money to enter a foreign market.

want to embed export in their business; have an organisation with

13 Support (public-private) partnerships Aim Create market entrance & utilizing business opportunities Means Strategic partnerships Economic diplomacy Cooperation with top sectors Financial instruments

14 Partners for International Business (PIB) Aim Create market entrance / long-term positioning of clusters of Dutch SMEs in promising markets with the help of the unique role of the government Process Intake Business case, contact per top sector Quick go-no go (10 working days) Joint production of action plan with aims, results, activities & means Covenant between government and cluster of SMEs

Process Intake Business case, contact per top sector Quick go-no go (10 working days) Joint

15 DHK regulation Subsidy for demonstration projects, feasibility studies and knowledge acquisition Open for 88 countries, including: - Transition facility countries - DGGF countries - Upcoming markets Available budget - Transition facility 1,5 million - DGGF 2 million for fragil states & 2 million for other countries - Upcoming markets 2 million

countries - Upcoming markets Available budget - Transition facility 1,5 million - DGGF

16 Demonstration projects (D of DHK) At least 2 Dutch applicants Substantiation of the potential market Demonstration project leads to substantial export (factor 10) Subsidy for hardware and technical assistence Maximum subsidy ,- per project (50%) State aid rules: no export aid, purely demonstrate

substantial export (factor 10) Subsidy for hardware and technical

17 Feasibility studies (H of DHK) At least 2 Dutch applicants Foreign counterpart in the target country Studie leads to substantial export (factor 10) Maximum subsidy ,- per project (50%)

18 Knowledge acquisition projects (K van DHK) Applicant must be a Dutch SME Hiring an expert for advice and guidance to position SME (better) on the targeted market Advice concerning specific market information, selecting local business partners, strategy for market entrance and positioning, law and regulations and legal advice. Maximum subsidy ,-; minimum subsidy ,- per project (50% of the project)

information, selecting local business partners, strategy for market entrance and positioning, law and

19 International Organisations (IO) European Union United Nations NATO Worldbank African Development Bank Asian Development Bank European Investment Bank NEA helps with questions about procurement procedures and the landing of projects

Development Bank European Investment Bank NEA helps with

21 Trade promotion Contact Netherlands Enterprise Agency

Welcome to this webinar!

Welcome to this webinar! Trade and investment promotion Sibrenne Wagenaar How does this work? For audio we will use a phone line: - dial: 0031202623205 (020 2623205 in the Netherlands) - conference code: