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Global Smart Business Inc.
Field Services Outsourcing Company
Managed CPE Services
Global Smart Business
• Headquarter in Boca Raton, Florida
• Capabilities in 26 countries
• On-site capabilities 5x9, 7x24
• Incident Management Services Centre in Venezuela with the following services disciplines: CRC, Diagnostics skills, 2nd Level support
• > 350 Engineers dedicated to On-site Support
• Relationships with more of 100 Sales Channels
• Relationship with VARs (Value Added Resellers)
• Main regional Warehouse in Miami, Florida
• International or local Courier services capabilities
Channel Management Outsourcing – C2
Managed CPE Services - mCPE
On site support and remedial services - GSH
Managed Logistics Services - mLS
Incident Management Services Centre - IMSC
SMBs offices Hosted applications - GIMS
Services and Solutions
Global Smart Business
Unisys:
Dell
Nortel
Cisco
Lexmark
EMC
British Telecom
Hewlett Packard
IBM:
British Petroleum
Telefonica
Global Smart Business
Customers
Global Smart Business
Managed CPE Services - mCPE
The best way to provide end
solutions access to Service Providers
customers
GSB Managed CPE Outsourcing program
Managed CPE Services
GSB provides a proven regional business model that integrates & manages a range of services from multiple suppliers, both internal & external, to deliver CPE to end customers, to quality & budget.
mCPE concept:
Productisation of basic infrastructure support service offering
“Mix & match” approach to service
Added value to client:
Multivendor
Known price & service scope – up front
Local CPE Inventory available to Service provider through VARs
Regional availability
Supported by Web based support systems: (GIMS – support ONLINE, GLMS - inventory tracking)
High service quality
Virtual outsourcing
Standard model – best practice, repeatable solutions, factory approach
mCPE services elements
Installation Staging
MACs Order Management
Pre Installation
Site Audit4
Maintenance
Hardware B/Fix
LogisticsWeb
Tools
Quotes
Maintenance
Migrations
Custom Project
ManagementAsset Tracking
Local Inventory Smart Hands Managed Delivery Special BidsNetwork
Design
De-installProduct Provisioning
(Re-sale/Agency)
Spare Management
Remote
2nd Level Support
mCPE value Ad:
Single point of management within GSB
Manage CPE service process
quote, order, survey, stage, install, commission
includes account & service set-up
asset track, break/fix, MAC
Portfolio management
ongoing development of the services portfolio
add new products, countries & services to engagement
Provide regional co-ordination within GSB
centralised escalation and reporting
service and product implementation
mCPE Service Catalogue: End to end solution “sliced-up” into
individual service elements
Price book and SOW created for each service element
Flexible service bundles created from elements to match telcoservice product needs (e.g. Frame, MPLS, ATM, VOIP, IPsec...)
Service bundles ordered by catalogue number
Enables delivery of infrastructure services
via the mCPE “factory” model
mCPE Service Coverage:• SLAs : T&M, 5x9xNBD, 5x9x4, 7x24x4
• Countries:
Argentina, Chile, Colombia, Venezuela, Ecuador, Perú, México, Honduras, Brazil, Costa Rica, Guatemala, Panamá, Nicaragua, El Salvador, Puerto Rico, Dominican Republic, Trinidad & Tobago, Jamaica, Bahamas, Anguilla, Saint Vincent, Dominica, Cayman Island, Aruba, Bonaire, Curacao, Guyana.
• Warehousing and courier services locally
• On site support with “Smart Hands” Engineers
• Incident Managed Services Centre in Venezuela with
the following services disciplines: CRC, Diagnostics
skills, 2nd Level support
• WEB enable tools to Manage:
Services Requests
On-site services infrastructure
Logistic and Spare Management
Managed CPE brands
Multivendor capabilities
Specialized in:
2ND level centre supporting local smart hands capabilities in countries.
mCPE Service Logistics:
• Main Warehouse in Miami, Florida.
• International freight forward services
• Local IOR services available
• Local warehouses and courier services
• Local Inventory in partnership with VARs companies to faster delivery times.
• Global Logistics Management System – WEB tool to track inventory and assets.
mCPE On-site services:
•Services: Break & Fix, Installations. de-installations, site surveys, MACs.
•SLAs available: T&M, 5x9xNBD, 5x9x4,7x24x4
• Global Smart Hands capabilities: On-site first level support, multivendor (MVS) skills
•Global Incident Management System –WEB enable tool to request and track on site services.
• Engineers delivered according skills and incident complex
mCPE Service IMSC:
• Incident Management Services Centre in Venezuela.
• Inbound local numbers
•Services:•Call Reception•Diagnostics•2nd Level Support: Remote incident Resolution•3rd Level escalations to vendors
mCPE Service: CPE request flow
16
N
Carrier Log in GLMS
CPE avail?
Y
VAR send CPE to end
User customer premises
GSB call to end user to
Schedule installation
GSB install the CPE
GSB call to carrier to
Service provisioning
VAR invoice CPE and
services to CarrierEND
VAR order CPE to
Vendor
17
N
Web Base
GIMS
Phone
CRC 7x24
Log in GIMS
IMSC
Parts ?
Parts allocation
Dispatch
1
Y
Incident
Management
mCPE Service: B&F request flow
18
Problem Solved?Manufacturer
3rd Level
Problem Solved?
1
Close Call
GIMS (Reason Code)GSB 2nd Level
Y
N
NY
Problem
Management
mCPE Service: B&F request flow
mCPE services : Benefits to carrier
Fast delivery and provisioning services trough GSB mCPEprogram
No assets with depreciation and obsolesce problems. The CPE enter to carrier assets only when the end user contract the services.
SPOC for purchases, post-sale services and operations.
Total regional coverage.
Carrier buy CPEs with installations and support services included in the price.
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