Company presentation

www.mrservis.hr

Mission & Vision

MR servis

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.

General overview

MR servis

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

Customers

MR servis

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)

Structure & organization

MR servis

MR servis

IT OPERATIONS

HP department

ASUS department

SAMSUNG department

PC & servers department

PC components department

Printer department

CE OPERATIONS

CE department(A/V & WG)

Energetics department

GSM department

SUPPORT & ADMINISTRATIO

N

Commercial department

(Sales, Purchasing, Call center)

Reception department

Warehouse & RMA

department

KPI’s for 2010

MR servis

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 (CompTIA A+ certificate is minimum for IT technicians)

◦ Speciality certificates for all mayor brands (i.e. HP, Asus, Samsung, Microsoft, IBM, ...)

Additional services - webRMA

MR servis

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

Additional services – online lookup

MR servis

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

Additional services – online FAQ

MR servis

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)

Additional services – online check in

MR servis

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, ...)

Additional benefits

MR servis

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 in short ...

MR servis

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

Questions?

MR servis