Rhein Solutions Your business - Our solutions

Agenda

• Welcome

• Introduction

• Overview Belgrade / Serbia

• Country details

• Market analysis

• Labour market

• Benchmarking

• Success stories

• NCR / Kuehne & Nagel

• About Rhein Solutions

• Open discussion

Introduction Our team

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

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

Why Serbia? EU standards, non-EU benefits

• 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

Serbia is a candidate country for EU

accession. Envisaged year of entry – 2020

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

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 30.000

people in Serbia

• Amcham has over 600 members and

its company members employ over

100,000 people in Serbia

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 1.000 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 1.000

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

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

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 (5th and 6th

generation, Accenture

scale)

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 4,600 785

Italian 1,950 681

French 2,860 807

Spanish 3,145 1,137

Russian 4,675 645

Source: Infostud, based on a survey of 36,400

candidates (Infostud database) from Belgrade

Metropolitan Area

Labour Market – Infostud CV Database

Database of 130,000 readily available CVs

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 level of education

Structure of candidates by age (%) Structure of candidates by work experience

Labor Market – Students Population

Secondary education (high-school)

2014/2015

15,164 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)

Benchmarking – Costs of Doing Business

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.

Total operational cost (€ million/year)

Population aged 15-65

So

urc

e: C

ollie

rs In

tern

atio

na

l, 2015

Source: ABSL/Hays Specialist Recruitment/Manpower Serbia

Total Operational cost (€ million/year)

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 2011.

• 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

2017.

• 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.

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

Rhein Solutions Your business - Our solutions

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.

Who we are

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.

Up to

50% lower costs

of operation

Attrition rate

around

5%

Operational excellence

Training

Hiring

Testing

Selection

Job advertising

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

How we recruit

Benchmarking – Rhein Solutions’ Scalability

Ease of recruitment (within 3 months time)

3 5 10 25 50

Pra

gu

e

CS Specialist

(1-3 years of exp.)

2nd line IT support

(1-3 years of exp.) Bra

tisla

va

CS Specialist

(1-3 years of exp.)

2nd line IT support

(1-3 years of exp.) Bu

da

pe

st

CS Specialist

(1-3 years of exp.)

2nd line IT support

(1-3 years of exp.)

Kra

ko

w

CS Specialist

(1-3 years of exp.)

2nd line IT support

(1-3 years of exp.) Bu

ch

are

st

CS Specialist

(1-3 years of exp.)

2nd line IT support

(1-3 years of exp.)

Gla

sg

ow

CS Specialist

(1-3 years of exp.)

2nd line IT support

(1-3 years of exp.)

Du

blin

CS Specialist

(1-3 years of exp.)

2nd line IT support

(1-3 years of exp.)

Rhein Solutions’ Recruitment Capability

(within 3 months time)

Number of sought employees

3 5 10 25 50

Junior CS Specialist

(no experience)

CS Specialist

(1-3 years of exp.)

Senior CS Specialist

(3+ years of exp.)

1st line IT support

(0-1 years of exp.)

2nd line IT support

(1-3 years of exp.)

Easy

Medium

Difficult

Sourc

e: A

BS

L

Source: Rhein Solutions

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

Our Portfolio

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

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

Call Management & Help Desk

• Call acceptance

• 1st Level support

• 2nd Level support

• Remote SW support

• Incident management

• Problem management

• Escalation management

• Knowledge DB maintenance

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 start-

up and customer instruction

• Recycling of packaging

• Coordination of field engineers

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.

Our Premises

• 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 2015.

Some 60,000 m² of office space is expected

to be delivered to the market during the first

half of 2017.

Partner with us!

Questions

Contact details

Rhein Solutions Bulevar Mihajla Pupina 10L

Belgrade, Serbia

T: +381 11 424 0930

www.rheinsolutions.com

office@rheinsolutions.com

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