rhein solutions · employing 100 staff includes annualised headline office rent and service charge...
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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
JOIN US
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