Company presentation www mrservis hr Mission Vision MISSION

Company presentation www. mrservis. hr

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

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 2500 m 2 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

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

Structure & organization MR servis IT OPERATIONS HP department ASUS department MR servis SAMSUNG department PC & servers department CE OPERATIONS PC components department Printer department CE department (A/V & WG) Energetics department GSM department SUPPORT & ADMINISTRATION Commercial department (Sales, Purchasing, Call center) Reception department Warehouse & RMA department

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 (Comp. TIA A+ certificate is minimum for IT technicians) ◦ Speciality certificates for all mayor brands (i. e. HP, Asus, Samsung, Microsoft, IBM, . . . ) MR servis

Additional services - web. RMA � 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

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

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

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

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. 43 kn/min + VAT) � Flexibile logistics ◦ M SAN Logistika for B 2 B deliverys ◦ Zum Express, Overseas and Croatian Post for B 2 C 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

MR servis in short. . . � More than 14 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

Questions? MR servis