Gruppent Technologie Pvt. Ltd. Business Plan
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1 Gruppent Technologie Pvt. Ltd. Business Plan
2 About Us Gruppent Technologie was established with an intent of providing quality support and services to business process outsourcing companies and individual customers. Providing quality services we have aimed to become one of the important service provider in the market. Since our inception we have been providing services to our customer in United Kingdom, Australia, USA and New Zealand with more than 90% of satisfaction rate. Gruppent Technologie signifies "Value, Quality and Guaranteed Resolution for customers' technical problems". Our services are available 24x7. Getting a satisfied customer is our motto.
3 Organization Structure Board of Directors Manager : Operations and Human Resource Team Leaders : Sales and Technical Supervisors Customer Service Agents
4 Infrastructure Hardware Infrastructure Work stations IBM Server Switch Router Firewall(Sonicwall) Predictive dialer CAD5 cable for network connections. Internet Connectivity Dedicated leased line Backup broadband cable link. Internal Training Facilities LCD Projector White board Internal trainers Communication Infrastructure 24 x 7 VOIP service Remote desktop connection tool (For remote technical support) ACD (voice support and inbound call handling) Toll free number
5 Infrastructure Proposed infrastructure MATRIX TOWER, Block DN, Plot 24, Sector - V, Salt Lake City, Kolkata Area in Sq. ft sq.ft. MANPOWER 30 Agents Available currently for Voice Process 15 Agents Available for Data Entry (Non Voice )Process Projects Undertaken Lead Generation Survey Process from A UK company Pink Legal
6 Mission & Vision Quality support We believe in quality service so we hire certified and experienced professionals. Our technicians are best in the industry with long years of experience. We provide regular training to our technicians to keep them updated with latest technical trend. Customer satisfaction We focus on 100% customer satisfaction by providing them best quality service at lowest cost. Customer retention For customer retention we a. Provide regular services to our customer. b. Do quality check for every support we provide c. Provide attractive offers. d. Encourage customer feed back. e. Prompt refund for unsatisfied customer.
7 Services Printer Set Up/troubleshooting Set up for new printer and update for software and drivers for configuration on a wireless or wired network. Set Up accounts set up, settings, and troubleshooting. Computer Troubleshooting We provide troubleshooting for laptop and personal computer. Software Installation Installation of licensed software products, antivirus and other essential software. PC Tune Up PC performance tune up for improving pc speed. Security/firewall settings Antivirus set up, regular scan settings and firewall settings.
8 Advertisement Plan PPC (pay per click) Brochure Customer reference
9 Client Tele Customer Data Base 9% 12% 79% United Kingdom United States & Canada Australia
10 Sales Process START Customer has PC/laptop, printer, , antivirus problems Search for support Routed to WEBSITE/TOLL FREE NUMBER Search Engine Optimization PPC campaign SEM campaign Website advertisement Printing media (newspaper, brochure and catalog distribution) Customer makes inbound call or connects to live chat in the website Technical agent/ customer care executive assists the customer Support by SME Voice and remote desktop support Technical support is provided by technical team. NO Feed back call by sales team Is Customer satisfied? YES END Customer Registration and CRM is updated
11 Contact Us START Retrieve data of registered customer from CRM Feed back call by quality team for after sales support Customer support and feedback is done at rregular inervals Is customer satisfied? NO Quality team makes a report and submits to Sales/ Technical team manager. YES Customer retention done if registration expired Manager analyse s the problem and takes proper initiative END
12 Contact Us MANAGING PARTNERS Jayanta Ghosh, Neeraj Gupta,Imran A. Khan & Lila Gupta URL Registered Office Address : 55 Swami Vivekananda Road, kolkata West Bengal,India Phone : [email protected] Operational Address : C 13 Tagore Park Naskar hat,sanatan Yoga Kendra Building, Kolkata West Bengal,India
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