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Company presentation

Company presentation. www.mrservis.hr. Mission & Vision. M I S S I O N We are delivering fast, quality and profesional service to our customers just to become their first option in case of issues with technical equipment. V I S I O N

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Company presentation

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  1. Company presentation www.mrservis.hr

  2. Mission & Vision M I S S I O N We are delivering fast, quality and profesional service to our customers just to become their first option in case of issues with technical equipment. V I S I O N Our goal is to become regional provider for after sales services in IT, CE and GSM segments. MR servis

  3. General overview • Established in 2009 as a joint venture from: • M SAN SERVIS Ltd. • Recro service department • EM SERVIS CENTAR Ltd. • Three locations: Rugvica (headquarter), Zagreb (collection point) and Split (GSM department and collection point) • More than 2500m2 of workspace • More than 70 employees • Full warranty and OOW support for IT, CE and GSM segments • Service authorisations for more then 20 brands MR servis

  4. Customers • 18 direct warranty contracts (i.e. Acer, Asus, Hewlett Packard, Epson, Olympus, Lenovo, IBM, LG, Panasonic, Toshiba, TCT Mobile, Sagem Wireless, Samsung, ...) • 2 direct warranty contracts with local distributors - M SAN Grupa & Recro • Maintenance contracts (i.e. Kaufland, Tisak) • More than 100 retail shops all around Croatia • About 20 service partners (SP) for IT products and more than 100 SP’s for CE products • End users (“bring in”, “pick up & return” and “on-site” services) MR servis

  5. Structure & organization MR servis

  6. KPI’s for 2010 • Avg. 7.000 cases/month >>> 320 cases/day • Avg. Fix time = 5 (calendar) days • Avg. TAT = 7 (calendar) days • Less than 2% of repeated repairs • Avg. 8.000 calls per month • Spare parts sales with avg. 40.000€ turnover per month • Avg. 500 import documents per month • Avg. 40 export (RMA) documents per month • Avg. 50 part sales and service partners deliveries per day • Others: • High investments in trainings and certification (CompTIAA+ certificate is minimum for IT technicians) • Speciality certificates for all mayor brands (i.e. HP, Asus, Samsung, Microsoft, IBM, ...) MR servis

  7. Additional services - webRMA • Home made web service with user friendly interface (*available only for our partners) • Access with electronic certificate (no need to remember username and password) • Announcing and tracking system for every service case, available 24/7 • Tracking system for cases from our service points MR servis

  8. Additional services – online lookup • Home made web service with user friendly interface (*free access, dedicated for end users) • Announcing and tracking system for every service case, available 24/7 (*only major information about case) • Case search trough 3 parameters: case id, serial number or IMEI MR servis

  9. Additional services – online FAQ • Web service for direct technical support by service technicians (*free access) • We need only basic contact information (name, phone, email, problem description) and we will contact user in max. 2 hours with some suggestion or answer • Users can choose a way to contact them (email or phone) MR servis

  10. Additional services – online check in • Web service for announcing service cases from end users (*free access) • End users all arround Croatia can check-in their cases trough online form and we will organize pick up & return service for defective unit (*cost coverage depends of warranty, special deals with dealers, ...) MR servis

  11. Additional benefits • Three collection points for end users with cache and credit cards payment option • Free call center for basic support • Technical support trough dedicated phone 060 53 53 55 (* 3.43kn/min + VAT) • Flexibile logistics • M SAN Logistika for B2B deliverys • Zum Express, Overseas and Croatian Post for B2C deliveries • Contracts with UPS, DHL and TNT local representatives for fastest import and export procedures • In-house customs (M SAN Logistika) for RMA export trough Cargo partner logistics and M SAN Logistika • Direct chanell for spare parts distribution in all ex-Yugoslavia countries • More than 150 service points all arround Croatia for CE devices • More than 20 service points all arround Croatia for IT devices • More than 200 drop-off points = M SAN Grupa partners, retail shops MR servis

  12. MR servis in short ... • More than14 years of experience, expertise, development and optimizations • Wide and organized local service network • Flexible logistics, SPs and hundreds of drop-points • Largest, most recognized and most appreciated IT/CE/GSM service center in Croatia and wider • Highest capacity and performances • Focused on customer’s needs MR servis

  13. Questions? MR servis

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