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www.realdolmen.com

Customer DataThe Missing Link to Strategic Success

Customer Data Forum 17/5/2011

Bruno Segers

Chief Executive Officer

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March 2010Gores sells participation to QuaeroQ and Institutionals

1999Listing on EuroNext Brussels

1997Listing on EuroNext Brussels

2007€75 mio convertible bond Acquisition Axias

1986Start of Real Software NV

2007 - 2008Growth and return to sound operations

2004Acquisition JConsults

September 2008Merger

2007Acquisition NEC Philips

1982Start of Dolmen NV out of Colruyt IT department

2004 – 2007RestructuringEstablishing solid platform for growth

2001 – 2004Distressed situationInvestment by Gores

HISTORY

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A CLEAR VISION AND MISSION

Vision: To be the reference in the local market for integrated solutions supporting the complete ICT-lifecycle. Reference: be the preferred & trusted choice for customers,

partners and employees Local: proximity to our customers in the Benelux and France Integrated solutions: complete ICT offering covering the full

lifecycle, including infrastructure, applications and communications

Complete ICT-lifecycle: supporting all plan-build-operate activities

Mission: We make ICT work for your business.

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A BROAD SINGLE-SOURCE OFFERING

Infrastructure Products

Business Solutions

Professional Services

Service Oriented Architecture Unified Communications Supply Chain Mgmt CAD/GIS Mobility Enterprise Asset Mgmt Clinical Trial Mgmt Systems

Development Outsourcing Managed Services Project Management Training Services Business Process

Management

Data Center Front-end Networking

IP Communications Voice Over IP Security

Turnkey Solutions Enterprise Resource

Planning Customer Relationship

Management Business Intelligence ECM/WCM Web Solutions

Networking Testing Support & Helpdesk Security Enterprise Application Integration Service Oriented Architecture

Solutions built with own software or on top of 3rd party platforms. In this area we sell services and products (such as 3rd party software or own IP) under the form of licenses.

Encompasses services (both development and infrastructure competences) and products (own IP under the form of courseware, development methodologies, project management methodologies, building blocks, etc).

Hardware products and software licenses

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Business Applications Enterprise Solutions Professional Services

Applications Enterprise Communications Infrastructure Solutions

DELIVERING AND REPORTING THE OFFERING

Breakdown in 5 business domains

Infrastructure Products

Business Solutions

Professional Services

Business Applications Enterprise Solutions

Professional Services Applications Enterprise Communications Services Infrastructure Solutions Services

Enterprise Communications Products Infrastructure Solutions Products

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DELIVERING THE OFFERING

Operations

Finance

HR

IT

Strategic Framework

Enterprise Solutions

CRM

BI

ECM

WEM

GIS

Business Applications

ERP

EAM

HRM

Professional Services

Applications

Microsoft

Java

Oracle

Legacy

Project mgt services

Infrastructure Solutions

Managed services

Datacenter solutions

Front-end solutions

Hardware & software proc.

Enterprise Communications

Unified Communications

Security

Customeres

Public GeneralIndustry

Logistics & Distribution

Energy & Media & Telecom

Pharma & Biotech. Services Healthcare

Sales

Marketing

CTMS

PrivateBankingNetworking

MDM

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Vision

KPIs

To be the reference in the local market for integrated solutions supporting the complete ICT-lifecycle

We make ICT work for your business

Mission• Key KPI’s

• Organic• Acquisitions

Top LevelMeasures

Quality Solutions

To be the reference in planning, building and operating reliable ICT processes and solutions

World Class Sales

To become the market leading provider of integrated IT Solutions through a sales organization capable of overseeing the entire ICT needs of its clients.

Excellence in Execution

Develop an agile, cost effective and efficient structure

Employer of Choice

To develop a scalable, continuous learning organisation geared towards growth in a sustainable way

Strategic Objectives

Platform for Growth

To build a corporate platform to thrive towards double digit growth and market leading profitability

MEASURING THE EXECUTION

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SALES & MARKETING HAS 4 STRATEGIC DOMAINS

Market segmentationGoals Define the addressable market Where to reach the highest efficiency Return on account 1 Company market view

Results More new customers Higher customer satisfaction

Customer segmentation

Goals Determine relevance of RD for a customer Bring the right message to the right audience 1 Company view on a customer

Results Cross selling Choose the white spots Leverage Account Manager / Solution Sales roles

Crystal ball: ICT Maturity Matrix/Customer profiling

AC D

B

E F

Opportunity management ForecastGoals End to end bid process Optimisation of presales 1 Company view on an opportunity

Results Win ratio Value deals Large deals (>€5 m)

Goals Predictable Proactivity vs goals End to end (management – individual) 1 Company view on the future numbers

Results Overachieve

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Named Account Cross-selling Dashboard

/ 5,00

Cross Selling Index Domain Churn

Revenue per domain combo # customers per domain combo

Total Revenue From Named Accounts

€

# Named Accounts with Rev >0

CUSTOMERS OF 1 domain 2 domains 3 domains 4 domains 5 domains

Customers with Domain Churn

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SUMMARY

3 years after the merger We report the most strategic KPIs Quarter-by-quarter Looking back & looking forward In a very consistent way

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THANK YOU

For more information:visit our website WWW.REALDOLMEN.COM

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