GSB - Overview Presentation v.09.28.11

Global Smart Business
GSB Company overview
www.gsmartb.com
A Logistics and Field Service Outsourcing Company
The Smart way to provide Regional Services and
Customer Satisfaction
Global Smart Business
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.
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Global Smart Business
GSB Company overview
Ø 
Core Services
1. 
2. 
3. 
4. 
Ø 
Managed Logistics Services - MLS
Global Smart Hands - GSH
Incident Management Services Center – IMSC
Private Label Resellers - PLR
GSB Latin America
ü 
ü 
Presence
Capabilities
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Global Smart Business
Core Services
1.  Managed Logistics Services - MLS
Ø 
Ø 
Ø 
Proven Logistics model
Local Warehousing and Transportation Services
Multiple suppliers to ensure
ü 
Service quality
Costs reduction
ü 
Customer satisfaction
ü 
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Global Smart Business
Managed Logistic Services (MLS)
Freight Forwarding
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.
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Global Smart Business
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
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Global Smart Business
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 
ü 
Ø 
Customs to Warehouse
Warehouse to Customers
IOR - SPOC for Latin America and Caribbean
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Global Smart Business
Managed Logistic Services (MLS)
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
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Global Smart Business
Core Services
2.  Global Smart Hands (GSH)
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.
Ø 
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Global Smart Business
Global Smart Hands Services
Ø  Break & Fix, Installations, De-installation,
Site Surveys, MACs.
Ø  Service
ü 
ü 
Level Agreement (SLAs) available;
Coverage 5x9, 5x9x4, 7x24x2, 7x24x4
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.
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Global Smart Business
Global Smart Hands - Service Request Flow Chart
Web Base
GIMS
Phone
CRC 24/7
Dispatch
YES
Log in GIMS
IMSC Requires
Part?
End of
Process
Close Call
GIMS
NO
YES
Parts Availability?
Problem
Solved?
GSB
2nd Level
NO
YES
YES
Problem
Solved?
NO
Parts
allocation
NO
Order Part
Receive
Part
Manufacturer
Resolution
Manufacturer
3rd Level
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Global Smart Business
Global Smart Hands - Process Flow Chart
USER – internet access
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
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Global Smart Business
Global Smart Hands – On site Support Engineer expertise
Technical Lead
We dispatch the
correct skill level to
ensure prompt
resolution of client
service requests,
resulting in high “first
call repair” rate.
Project Lead
RESPONSIBILITIES
Technical Team Lead
Server, Storage,
Network Service
Desktop Service
Direct Product Service
Experience
OSE 1
CERTIFICATIONS
EXPERT
OSE 2
OSE 3
OSE 4
OSE 5
OSE 6
BASIC
Server Storage, Network
Specialization (Cisco, Nortel,
AVAYA)
Server, Storage & Network Basics
A+ & OEM Products
HW A+ & PC/Printer OEM
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Global Smart Business
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
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Global Smart Business
Incident Management Services Center (IMCS)
IMSC - Functionality
Ø  Single Point of Contact for Business
ü  Call reception center (CRC) Diagnostics skills
Ø  Technical support for End User
ü 
Multilingual: Spanish, Portuguese, English
Ø  Incident Management – Lifecycle information and control
ü 
Incident Detection & Recording
ü 
Classification & Initial Support
ü 
ü 
Investigation & Diagnosis
Resolution & Recovery
ü 
Incident Closure
Ø  Incident Control: Monitor, Track, Communicate
ü 
Operating Level Agreement (OLA)
ü 
Major Events or Outages
Ø  Reporting, Data Analysis, Input to Problem Management
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Global Smart Business
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
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Global Smart Business
Incident Management Services Center (IMCS)
IMSC - Incident Control
Ø 
Open Incidents followed up until resolution
Ø 
SLA’s control and escalations Depends on severity
ü 
2nd Level support or Remote Incident Resolution
ü 
3rd Level escalations to vendors
Ø 
Incident and resolution log
Ø 
Automatic Customer surveys to measure quality
Ø 
Automatic follow up on third party open incidents
Ø 
Automatic control of third parties contracted SLA’s
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Global Smart Business
Incident Management Services Center (IMCS)
IMSC - Customer Service Metrics
Ø 
ASA – Average Speed to Answer <= 45 sec
Ø 
Abandon Rate <= 6%
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First Call Fix (service desk resolvable) – 85%
Ø 
Second Level Resolution – 95% in 24 hrs
Ø 
Customer Satisfaction > 90%
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Global Smart Business
Core Services
4.  Private Label Resellers
The most and effective
way to increase the sales
performance in the Latin
America and Caribbean
Region
GSB Sales Channels Network
Global Smart Business
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
Global Smart Business
Markets
Sales Channels
network with
relationships and
business in:
§  Financial
§  Communications
§  Commercial
§  Government
§  Transportation
§  Manufacturers
Global Smart Business
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
Global Smart Business
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
Global Smart Business
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)
Global Smart Business
GSB - Latin America
Latin America Presence
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
Panama
Dominican
Republic
Jamaica
Uruguay
Bolivia
Ecuador
Mexico
Venezuela
Brazil
El Salvador
Nicaragua
Paraguay
Chile
Guatemala
IMSC IMSC
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Global Smart Business
GSB - Latino América
Argentina:
Company Name:
Address:
Aires
CUIT Number:
Phone:
Contact Person:
Email:
Brazil:
Company Name:
Address:
CEP
Phone number:
Contact Person:
Email:
Chile:
Company Name:
Office Address:
Warehouse Address:
RUT:
Phone:
Contact Person:
E-mail:
Venezuela:
Company Name:
Address:
RIF:
Phone
Contact Person:
Email:
Presencia en Latino América: Zona 1:
Global Smart Business, S.A.
Viamonte 1169 (1053) Ciudad Autónoma de Buenos
30-71150068-1
(5411) 4000-2001
Rafael Salazar
[email protected]
Global Smart Business Services, Brazil Ltda.
Av. Leonardo Da Vinci 1182 Vila Guarani Sao Paulo
Brasil
04313-001
(5511) 61913301
Luiz Peluso
[email protected]
Global Smart Business Servicios Chile Ltda.
Napoleón 3565 Oficina 202 Las Condes Santiago,
Chile
(Ship to Address) Manipan 46 Maipú Santiago, Chile
76.119.243-4
+56 2 886 7758
David Moreno
[email protected]
Global Smart Business C.A.
Calle Lecuna, entre Avenida principal de Boleita Sur y
calle Santa Ana, galpón 204. Caracas, Venezuela.
J-30699458-0
(58)416-407-6346
Hugo Morabito y Verónica Morabito
[email protected]
[email protected]
Colombia:
Company name:
Address:
Colombia
NIT:
Phone:
Contact Person:
email:
México:
Company Name:
Address:
Tax ID number:
Phone number:
Fax number:
Contact Person:
Email:
Peru:
Company Name:
Address:
RUC:
Phone:
Contact Person:
Email:
Global Smart Business Colombia, S.A.
Calle 145 A No. 21 V 77, oficina 202, Bogotá,
900352015
541-210-9314
Ana Mercedes Prieto Bernal
[email protected]
Global Smart Business Services de México S.A.
De CV.
Calzada de Tlalpan 2320 Colonia Centinela
Deleg, Coyoacán, México DF CP.04450
GSM100615B48
(52)55-5689-891
(52)55-5544-9080
Xavier Vallejo
[email protected]
Global Smart Business, Peru, S.A.C.
Parque Gonzales Prada 115 Barranco, Lima, Perú
20537786583
(51)98-1033472 / (511) 242.3000
Renato Acha
renato.acha.gsmartb.com
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Global Smart Business
GSB - Latino América
Presencia en LatinoPanama
América: Zona 2
Bolivia:
Company Name:
Address:
NIT:
Phone:
Contact Person:
Email:
Ecuador:
Company Name:
Address:
RUC:
Phone:
Contact Person:
Email:
Paraguay:
Company Name:
Address:
Phone:
Contact
E-mail:
Uruguay
Company Name:
Address:
RUC:
Phone:
Contact Person:
Email:
Company:
Address:
Zoluxiones
Av. Vásquez calle 2 # 145, Zona La Paz, Bolivia
3390282014
591-2-2713084
María Cristina Frías.
[email protected]
Di-Telecom
Germán Alemán E11-12 y Javier Arauz, Quito,
Ecuador
1791766091001
593-2-244 6881
Aldo Aspiazu
[email protected]
RUP:
Phone:
Contact person:
Email:
Guatemala:
Company Name:
Address:
NIT:
Phone:
Contact Person:
Email:
Honduras:
Data Systems SAECA
Company Name:
Avenida Perú 1055 c/ Artigas, Asunción Paraguay Address:
(5952)121-3347
Person: Roberto Samaniego
RTN:
[email protected]
Phone:
Contact Person:
Informatics Carrasco - EXCEL SRL.
Email:
Av. Alfredo Arocena 1568 B, Montevideo, Uruguay Nicaragua:
212819060018
Company Name:
598-2-260-16210 and 598-2-260-44366
Address:
Marcelo Napoli
[email protected]
RUC:
Phone:
Contact Person:
Email:
ITIS-IT INFRASTRUCTURE SOLUTIONS
Edif. Ocean Plaza, Piso 16, Oficina 1. Esq. Av.
Aquilino de la Guardia y Calle 47, Urb. Marbella,
Ciudad de Panamá.
1258732-1-595031 DV 40
(507) 205 6632
Giovanni Caolo
[email protected]
IPESA de Guatemala
17 Avenida 19-70 zona 10 Edificio Torino, Nivel 11, ofc.
1111, Ciudad de Guatemala
7001533-3
502 2444 5700
Wagner Gutierrez.
[email protected]
IPESA de Honduras, S.A. DE C.V.
Colonia Tepeyac, calle el Paraiso, Edif. Luna Sol,
Tercer nivel, Tegucigalpa
0801-9006-034521
504 2231-1893
Felix Ramon Nuñez Flores
[email protected]
IPESA de Nicaragua.
Calle Principal de Altamira de Sinsa a 50 mts al lado
Sur Derecho, Managua
120402-9527
505 2277-1433
Alavro Gomez
[email protected]
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Global Smart Business
GSB - Latino América
Presencia en Latino América: Zona 3
Barbados:
Company Name:
Address:
Phone:
Contact Person:
Email:
Jamaica:
Company Name:
Address:
Phone:
Contact Person:
Email:
Trinidad & Tobago:
Company Name:
Address:
Phone:
Contact
E-mail:
DC Office People Inc
No. 2 Dayrelss Road Ch
246 228 2776
Michael Clarke.
[email protected]
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
Email:
[email protected]
NSG Jamaica Limited
Shop # 14, Pulse Entertainment Center, 38ª
Trafalgar Rd, Kingston
1876 929 7248
Adreinne Preston
[email protected]
Bahamas:
Company Name:
Address:
Phone:
Contact Person:
Email:
Custom Computers
Island Traders Building, East Bay Street, Nassau
242 322 2115
Melissa Miller Strachan.
[email protected]
Netser Trinidad Limited
131 Eastern Main Rd, Five Rivers Arouca
8868 692 2812
Debra Loregnard
[email protected]
Guyana:
Company Name:
Address:
Phone:
Contact Person:
Email:
CSR Computers
203 Pike Street, Kitty, Georgetown
592 227 4004
Norma Daniels
[email protected]
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Global Smart Business
GSB - Latin America
GSB - Capabilities
Ø 
Incident Management Services Center – IMSC
ü 
ü 
ü 
Call Reception Center - CRC
Diagnostics (triage) skills
2nd Level support
Ø 
More than 80 Engineers dedicated to On-site Support
Ø 
International and Local Transportation Services
Ø 
GIMS (Global Incident Management System): control the incidents
anywhere, anyplace. Service Portal - www.gsmartb.net/GSB
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Global Smart Business
Global Customers
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