Rhein Solutions Your business - Our solutions

Transcription

1 Rhein Solutions Your business - Our solutions

2 Agenda Welcome Introduction Overview Belgrade / Serbia Country details Market analysis Labour market Benchmarking Success stories NCR / Kuehne & Nagel About Rhein Solutions Open discussion

3 Introduction Our team Mr. Lars Hopmans Office Manager Experienced Project Coordinator for 1st level support operating in 9 European countries and 7 languages Successful implementation of Back Office team with ticket system for 120+ employees Creation of several training programs Mr. Werner Karg External consultant dedicated to Germany 25+ years of management and consulting experience Core competences; Sales analysis and conceptional design Managing director of Würth Interwerbung Mr. Goran Radosavljević Strategic Development Manager 14 years of experience in investment promotion within the Government of Serbia 10 years of facilitating investments in BPO sand ICT sector in Belgrade Key clients: NCR, SR Technics, ICRC, Sitel, Endava, Bosch etc. Mr. Bojan Janković Strategic Development Advisor Over 10 years of experience in managing investment projects Actively worked on landmark projects in Serbia such as NCR, Bosch, Shcneider Electric and others. Strong in negotiations and relationships from legal to financial

4 Why Serbia? EU standards, non-eu benefits Serbia is a candidate country for EU accession. Envisaged year of entry 2020 Serbia s capital Belgrade is one of the largest cities in the region It is easily accessible, connected with daily flights to all major European cities/transportation hubs Frequency of flights from Belgrade (per week) Berlin Daily* Dusseldorf Daily* Frankfurt Daily* Stuttgart 6 days* Munich Daily*/** New York 5 days Amsterdam Daily*/** Paris Daily* Zurich Daily* *Twice a day, on certain days **Operated by low cost carriers

5 Successful in attracting investments Over 26 billion of investments since 2001 Many global leaders have decided to set up here Very active investment community German chamber of commerce AHK has over 350 members and German companies alone employ over people in Serbia Amcham has over 600 members and its company members employ over 100,000 people in Serbia

6 Serbia has grown some of its own champions Serbia is also home to some of the biggest IT companies in the region, all organically grown from Serbia Serbian owned Comtrade is currently the largest IT company in the region with over engineers on 16 locations globally Serbian owned company DMS made the best software solution for energy distribution which was the base for creation of JV with Telvent, now Schneider Electric. Combined companies employ over engineers The business environment is stable, and it offers transparent market conditions, which creates a good starting point for our business growth in a long run. Marco Aspesi, VP Corporate Transformation at SR Technics The attractiveness of the location, logistics advantages, availability of skilled workforce, and a very good support of the Government of the Republic of Serbia and the local community are the main reasons for Bosch Group investment Mrs. Jovanka Jovanović, Gm Robert Bosch Serbia

7 Why Belgrade? High quality destination Belgrade is the new hot spot for hosting shared service centers, as confirmed by the recent setup of global industry players. University center with 130,000 students. Rich pool of candidates with good language and technical skills.. Reliable workforce, with good business culture and high level multiligualism. Low attrition rates 5%, compared to more than 20% in usual BPO locations in CEE Reliable and quality telecom infrastructure City of the future as voted by Financial Times

8 Unsaturated market with great potential Belgrade is still an unsaturated market with large discrepancy between the number of SS & BPO centers and the total population The total employment in the industry is around 8,000 people, while there is around 100,000 of the unemployed in Belgrade, close to 30,000 hold a college+ degree Belgrade has the capacity to host large centers of high complexity (5 th and 6 th generation, Accenture scale)

9 Language Skills 95% of primary schools in Serbia teach English from the age of 7 (1st grade). The second most popular language is German, followed by French and Russian. School curriculum is designed to bring language skills to A2 level after finished primary school, for both languages, and to B1 level after graduating from highs-school. No. of candidates with language skills No. of candidates with philology degree English 33,100 3,467 German 4, Italian 1, French 2, Spanish 3,145 1,137 Russian 4, Source: Infostud, based on a survey of 36,400 candidates (Infostud database) from Belgrade Metropolitan Area

10 Labour Market Infostud CV Database Database of 130,000 readily available CVs Structure of candidates by level of education Infostud is the largest job portal in the country and a service to both employers and those looking for job or a job change. Infostud has build up an online database of CVs which now has around 130,000 CVs. 36,400 candidates in Belgrade metropolitan area Structure of candidates by age (%) Structure of candidates by work experience

11 Labor Market Students Population Secondary education (high-school) 2014/ ,164 of high-school students graduate in Belgrade, out of which 4,500 from gymnasium (general education, including languages) and 2,050 from economy, law and administration. 241,000 students in Serbia (2014/2015) 50,500 students graduated in Serbia (2014/2015)

12 Benchmarking Costs of Doing Business Total operational cost ( million/year) Estimated Base Operational Cost for a 1,000 sq.m office facility employing 100 staff includes annualised headline office rent and service charge and basic employee salaries; excludes employer contributions and taxation, parking and other fit-out costs. Population aged Source: Colliers International, 2015 Source: ABSL/Hays Specialist Recruitment/Manpower Serbia Total Operational cost ( million/year)

13 Success Story NCR s CoE Belgrade NCR (NYSE, NCR) is a 130-year-old global tech company with almost $6.4bn of revenues in 2015 and 32,600 employees in more than 100 countries around the globe. The company is a global leader in consumer transaction technologies making nearly 550 million transactions every day. After thorough analysis of human capital, infrastructure, incentives, taxation and other factors, NCR decided to open a CoE in Belgrade in Through time, the Center massively exceeded all expectations and it now employs around 3,000 people with a plan of having 4,000 by the end of CoE provides multilingual (17 languages) technical support and coordination of field engineer dispatches 40% of the employees speak over two foreign languages fluently. 75% of the employees are college graduates, often with technical and management training. Key clients: BMW, Sainsburys, AT&T, T-Systems, KPN, Easynet, BT, Alcatel Lucent, Wal-Mart, Dell, Cisco, Blackberry, and many of the largest financial and retail institutions in the US and Europe.

14 Success Story Kuehne + Nagel Kuehne + Nagel Serbia was established in 2002 in Belgrade. The service center now employs 500 people with 80% of them being employed in the last 5 years. The center covers processes transferred from other places in EMEA region. The official language is English, but there are also teams that operate in German and French. Front and Back Office activities F&A processing and input of invoices Support for all modes of transport processing of export documentation, etc. Customer care Support through the ticketing system HR recruiting of candidates Travel services for the entire group

15 Rhein Solutions Your business - Our solutions

16 Who we are We are a Belgrade based service company run by a team of experienced professionals gathered around the idea of providing world class quality services to our clients. Our experience comes from years of managing Services Projects for global leaders on all verticals.

17 Why Rhein Solutions? Improved quality, efficiency and profitability Key client challenges Cost-efficiency High attrition rates (staff turnover) Inflexible headcount structure (local labour law) Management focus Lack of processes and process automation Extended labour times / overtime Labour parameters / conditions Customer satisfaction Low career progression / talent management Benefits of Rhein Solutions Up to 50% lower costs of operation Attrition rate below 5% High level of employee education Our employees adhere to the customer s corporate values: Being customer oriented and taking full responsibility for delivery Acting with professional integrity, using the opportunity to educate the customer Seek to understand customers needs and priorities See things from customers point of view. Attrition rate around 5% Up to 50% lower costs of operation

18 How we recruit Job advertising Collection of CVs and short listing of adequate candidates Selection Selection process Testing Testing candidates skills: language, IT and other relevant skills Hiring Formal contract signing (3 month trial period) Training Transfer of know-how Operational excellence Practice on the job Operational excellence Training Hiring Testing Selection Job advertising

19 Source: ABSL Benchmarking Rhein Solutions Scalability Rhein Solutions Recruitment Capability (within 3 months time) Number of sought employees Junior CS Specialist (no experience) CS Specialist Senior CS Specialist (3+ years of exp.) 1 st line IT support (0-1 years of exp.) 2 nd line IT support Easy Medium Difficult Source: Rhein Solutions Prague Bratislava Budapest Krakow Bucharest Glasgow Dublin Ease of recruitment (within 3 months time) CS Specialist 2 nd line IT support CS Specialist 2 nd line IT support CS Specialist 2 nd line IT support CS Specialist 2 nd line IT support CS Specialist 2 nd line IT support CS Specialist 2 nd line IT support CS Specialist 2 nd line IT support

20 Our Portfolio We provide extensive set of centralized and decentralized services with focus on help desk, second level support, call acceptance, order processing, back office activities, technical control, all specially tailored to your business. We provide our services in most European languages. Your key benefits 24/7 service Single point of contact for carriage and all equipment issues Single supplier instead of Multi-Vendor SLAs for service delivery (risk mitigation strategies) Transparent management costs and fixed price contracts Avoid double management and reporting systems Reduced costs for specialized IT staff

21 Our Portfolio Explained Order processing Order acceptance Time-slot reservation Ordering of equipment Order placement Customer contact Verification of customer details (location, phone number etc.) Order tracking and fulfillment Call Management & Help Desk Call acceptance 1st Level support 2nd Level support Remote SW support Incident management Problem management Escalation management Knowledge DB maintenance Dispatching Live monitoring and support of field service engineers Swap-parts ordering Incident prioritization and distribution Efficient assignment Single point of contact / dedicated dispatcher for specific zones / areas Handling of specific customer requirements PMO Rollout Management Single Point of Contact Site visits Clarification of site readiness Transport and logistic On-site installation, including system checks, network connection, online startup and customer instruction Recycling of packaging Coordination of field engineers

22 Our Premises We are located in the heart of Belgrade business area New Belgrade, easily accessible from the Belgrade Airport (10 minutes ride by car), as well as downtown Belgrade (5 minutes). It is also well connected with other parts of the town via public transportation. High-tech facility in the heart of Belgrade s business area Redundant UPS power/battery backup Redundant HVAC Redundant network devices and services. Multiple Telecom providers (local ISP + Hungarian Telecom) Multiple access security levels 24/7 monitoring of facilities, services and application servers Additional space readily available 300 m² of space at immediate dispense After years of standstill, Belgrade office space market has started to recover in Some 60,000 m² of office space is expected to be delivered to the market during the first half of 2017.

23 Partner with us!

24 Questions

25 Contact details JOIN Rhein Solutions Bulevar Mihajla Pupina 10L Belgrade, Serbia T: office@rheinsolutions.com