What means to be Global

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What means to be Global

• TechTeam Global SRL
• March 29th 2006

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TechTeam Who we are

• TechTeam is a global market leader for
  outsourced, multilingual help desk services and
  value added, specialized IT solutions deployed
  through a proven single point of contact (SPOC)
  delivery model.

Global
Outsourcing
IT solutions
Multilingual
SPOC model
Help desk
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Services overview
Multi-lingual CRM
Multi-lingual IT help desk
IT Monitoring and Management Services
System Integrations services
Application development and maintenance services
IT Field Services
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TechTeam What means to be Global

Presence
Infrastructure
Resources
Partners/Alliances
Customers
Delivery model
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Global Presence
Detroit, MI
Brussels, Belgium
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Global Resources

• 2000 specialists worldwide

• Virtual project teams across physical boundaries

• Multilingual

• Outsourcing inside the organization

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TechTeams Clients
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TechTeam ACD Virtual infrastructure (2005)
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Global Partners Alliances

• Infrastructure
• Desktops
• Voice infrastructure (Switch, ACD system,
  Telephones etc)
• Voice carriers
• Call collection
• IVR services
• Internal tools
• ERP system
• HR systems
• Knowledge Net

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Global Delivery Methods

• SPOC - Single Point Of Contact
• In the Help Desk business we act as a Single
  Point of Contact for all IT or technical related
  issues.
• We take the call and manage the issue through to
  resolution, whether or not this involves only
  TechTeams resources or also our Partners

• 247365 - follow the sun model

• Consistent across geographical sites and
  clients/projects

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Recommendations

• We support IT with a smile

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Conclusions

• Start with local market

• Provide real advantage and quality

• Address global companies locally represented

• Expand the services globally

• Enter partnership/alliances to cover global
  customer needs

• Establish presence where you can find resources

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TechTeam - History

• 1979 Founded as Computer Trade Development
  Corporation.
• First on site Help-desk launched.
• 1987 Become a public traded company
• 1993 Open Southfield call center
• 1994 Stock listed on NASDAQ
• Open UK office
• 1996 Open Belgium office
• 1999 Open Germany office
• 2000 Open Davenport Iowa call center
• 2002 Open Sweden office
• 2003 Acquire Digital Support Corporation in US
• 2004 Open Romania Office
• Acquire ANE in Belgium
• 2005 Acquire Akela Informatique in Romania
• Acquire Sytel in US

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TechTeam - History

• 1979 Founded as Computer Trade Development
  Corporation.
• First on site Help-desk launched.
• 1987 Become a public traded company
• 1993 Open Southfield call center
• 1994 Stock listed on NASDAQ
• Open UK office
• 1996 Open Belgium office
• 1999 Open Germany office
• 2000 Open Davenport Iowa call center
• 2002 Open Sweden office
• 2003 Acquire Digital Support Corporation in US
• 2004 Open Romania Office
• Acquire ANE in Belgium
• 2005 Acquire Akela Informatique in Romania
• Acquire Sytel in US

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TechTeam - History

• 1979 Founded as Computer Trade Development
  Corporation.
• First on site Help-desk launched.
• 1987 Become a public traded company
• 1993 Open Southfield call center
• 1994 Stock listed on NASDAQ
• Open UK office
• 1996 Open Belgium office
• 1999 Open Germany office
• 2000 Open Davenport Iowa call center
• 2002 Open Sweden office
• 2003 Acquire Digital Support Corporation in US
• 2004 Open Romania Office
• Acquire ANE in Belgium
• 2005 Acquire Akela Informatique in Romania
• Acquire Sytel in US

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SPOC Model Overview
SERVICE DESK
Level 1
Portal
Help Desk
NOC
On-Site
MANAGED SERVICES
Level 2
Monitoring
Intelligent analysis
Service restoration
SUBJECT MATTER EXPERTS
Level 3
Infrast.
Applicat.
Security
Staffing