GSB Company overview www.gsmartb.com A Logistics and Field Service Outsourcing Company The Smart way to provide Regional Services and Customer Satisfaction
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
Markets Sales Channels network with relationships and business in: Financial Communications Commercial Government Transportation Manufacturers
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
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
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)
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
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: 30-71150068-1 Phone: (5411) 4000-2001 Contact Person: Rafael Salazar rafael.salazar@gsmartb.com Brazil: Company Name: Global Smart Business Services, Brazil Ltda. Address: Av. Leonardo Da Vinci 1182 Vila Guarani Sao Paulo Brasil CEP 04313-001 Phone number: (5511) 61913301 Contact Person: Luiz Peluso luiz.peluso@gsmartb.com 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: 76.119.243-4 Phone: +56 2 886 7758 Contact Person: David Moreno E-mail: david.moreno@gsmartb.com 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-30699458-0 Phone (58)416-407-6346 Contact Person: Hugo Morabito y Verónica Morabito hugo.morabito@gsmartb.com veronica.morabito@gsmartb.com 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: 900352015 Phone: 541-210-9314 Contact Person: Ana Mercedes Prieto Bernal email: mercy.prieto@gsmartb.com 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.04450 Tax ID number: GSM100615B48 Phone number: (52)55-5689-891 Fax number: (52)55-5544-9080 Contact Person: Xavier Vallejo xavier.vallejo@gsmartb.com Peru: Company Name: Global Smart Business, Peru, S.A.C. Address: Parque Gonzales Prada 115 Barranco, Lima, Perú RUC: 20537786583 Phone: (51)98-1033472 / (511) 242.3000 Contact Person: Renato Acha renato.acha.gsmartb.com 26
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: 3390282014 RUP: 1258732-1-595031 DV 40 Phone: 591-2-2713084 Phone: (507) 205 6632 Contact Person: María Cristina Frías. Contact person: Giovanni Caolo zoluxiones@acelerate.com giovanni.caolo@ngisolution.com Ecuador: Company Name: Di-Telecom Guatemala: Company Name: IPESA de Guatemala Address: Germán Alemán E11-12 y Javier Arauz, Quito, Ecuador Address: 17 Avenida 19-70 zona 10 Edificio Torino, Nivel 11, ofc. 1111, Ciudad de Guatemala RUC: 1791766091001 NIT: 7001533-3 Phone: 593-2-244 6881 Phone: 502 2444 5700 Contact Person: Aldo Aspiazu Contact Person: Wagner Gutierrez. aaspiazu@di-telecom.com wagner.gutierrez@ipesa.com 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)121-3347 Tercer nivel, Tegucigalpa Contact Person: Roberto Samaniego RTN: 0801-9006-034521 E-mail: rsamaniego@data.com.py Phone: 504 2231-1893 Uruguay Contact Person: Felix Ramon Nuñez Flores Company Name: Informatics Carrasco - EXCEL SRL. felix.nunez@ipesa.com Address: Av. Alfredo Arocena 1568 B, Montevideo, Uruguay Nicaragua: RUC: 212819060018 Company Name: IPESA de Nicaragua. Phone: 598-2-260-16210 and 598-2-260-44366 Address: Calle Principal de Altamira de Sinsa a 50 mts al lado Contact Person: Marcelo Napoli Sur Derecho, Managua informaticacarrasco@gmail.com RUC: 120402-9527 Phone: 505 2277-1433 Contact Person: Alavro Gomez falvaro.gomez@ipesa.com 27
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: 246 228 2776 Contact Person: Michael Clarke. mc_dcoffice@caribsurf.com Jamaica: Company Name: NSG Jamaica Limited Address: Shop # 14, Pulse Entertainment Center, 38ª Trafalgar Rd, Kingston Phone: 1876 929 7248 Contact Person: Adreinne Preston apreston@netsergroup.com Trinidad & Tobago: Company Name: Netser Trinidad Limited Address: 131 Eastern Main Rd, Five Rivers Arouca Phone: 8868 692 2812 Contact Debra Loregnard E-mail: dlorenard@netsergroup.com 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) 549 5167 Contact person: David de Armas daviddearmas@netsergroup.com Bahamas: Company Name: Custom Computers Address: Island Traders Building, East Bay Street, Nassau Phone: 242 322 2115 Contact Person: Melissa Miller Strachan. mmiller@ccomputers.net Guyana: Company Name: CSR Computers Address: 203 Pike Street, Kitty, Georgetown Phone: 592 227 4004 Contact Person: Norma Daniels csrgy1@gmail.com 28
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 - www.gsmartb.net/gsb 29
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