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Barrister Global Services
Network, Inc.
Your Partner in the MPS Space
Who We Are
1. Premier provider of multi-vendor services, delivering superior resolution to client/server hardware challenges
2. Serve commercial and consumer markets, including home-based employees
3. Founded in 1972
4. Acquired Advantage Innovation in July 2002
5. Acquired TechSolve in January 2004
6. Headquartered in Hammond, La.
WBENC Certified
North American Service Coverage
Coverage that is second to none!
We serve every zip code in the US along with every province in Canada the
territory of Puerto Rico
During the past year, we served more than 19,200 unique locations
Vast Network of Technicians
1. Manage over 15,000 certified technicians through advanced web-based systems
2. A+, warranty-authorized, MCSE and CNE certified
3. Accurately qualify technicians by:
Geographic coverage (zip/postal code)
Certifications
Product expertise
Availability
• Field technicians backed by centralized and certified Technical Support team
Broad Range of Equipment
Retail SystemsPOS terminals
Flat screens/monitors
Scanners
Signature capture and verification devices
Printers – thermal, receipt
In-store processors
Kiosks
In-Home Systems Home PCs and peripherals
Notebook PCs and peripherals
Residential gateways
Home networking hardware
Other Industry SystemsDigital photo capture and storage systems
Retail banking document printing systems
Financial services automated voice recording
General SystemsDesktop/Notebook PCs and Peripherals
Multi-Media PCs and Peripherals
Servers and peripherals
Data storage systems
Desktop printers
Network-enabled and high-volume printers
Network appliances
Hubs, switches and routers
Windows NT and NetWare operating systems
Exceptional Multi-Vendor Management
1. Warranty-authorized service provider for the top 4 printer OEM’s
2. Non-warranty service provider for products of over 200 manufacturers
Service Coordination
1. Total Call Ownership – from call receipt to call closure
2. Experienced Customer Care Agents and Customer Relationship Managers
3. Expert technical support
4. Multiple channels for call entry
Single 800 number – accessible 24/7, 365 days
CustWA – Web interface tool
EDI
Web Services ManagerSM
1. Real-time management of service requests via the Web
Anytime access – 24/7, 365 days
View of “live” status, with optional details
Online service histories
Online trend and usage reports
Electronic input of service requests
2. Benefits to your business
Easily manage service requests across end users
Increase productivity
Improve SLA performance and reconciliation
Web Services Manager Login Page
Web Services Manager
Web Services Manager Screen Shot
Break/Fix Maintenance Services
1. Premium on-site services that deliver predictable and fast resolution, while reducing service costs
Warranty and non-warranty equipment
Line item and per seat basis
2. Flexible service levels for mission-critical and non-critical equipment
Same and next business day (NBD) resolution
24/7 coverage
3. Time and Material
4. Convenient single contract
Technology Deployment Projects
1. Cost-effective project services, managed from start to finish
2. Ideal for customer-specific requirements such as:
Complex equipment installations
Office relocations
Inventory site surveys and asset tagging
Moves, adds and changes
3. Project events tracked in real-time via the Web Services Manager SM
HP Advantage
1. Current GSEM integration
Quick opportunity start
Seamless information flow
2. ASL Provider
1 of 5 companies approved to provide support for HP TS group.
3. Approved HP Reseller
Able to sell HP products, including toner
Have utilized “Big Deal Pricing” to win other opportunities with HP.
MPS Specialties
1. Full Toner Capabilities
Access to all leading toner brands throughout the US.
Can be OEM or recycled.
2. Hardware Resale
Can resell hardware of multiple manufacturers, including Xerox, Dell, Lexmark, and Canon.
3. Pricing Solutions
Per Unit
Per Click (Cost per Page)
Per Toner Cartridge
Service Stats
1. SLA Attainment
Includes all response levels – Next business Day response to Same Day Repair.
97.7% attainment average over last 6 months.
2. Time to Complete
Key metric that measures speed to resolve.
Industry standard is 1.57
Attained 1.24 over last 6 months
3. Customer Satisfaction
Most important metric
Measured on 1 – 5 scale
Attained 4.89 on all service over last 6 months
SLA Attainment Percentage
96.77%97.62% 98.31% 97.76% 97.62% 97.23%
98.56%
70.00%
75.00%
80.00%
85.00%
90.00%
95.00%
100.00%
105.00%
1/1/2009 2/1/2009 3/1/2009 4/1/2009 5/1/2009 6/1/2009 7/1/2009
SLA Percentage
Includes all response levels – Next Business Day response
to Same Day Repair
97.7% attainment average over last 6 months
Time To Complete
Key metric that measures speed to resolve.
Industry standard is 1.57
Attained 1.24 over last 6 months
1.10
1.15
1.20
1.25
1.30
1.35
1.40
1/1/2009 2/1/2009 3/1/2009 4/1/2009 5/1/2009 6/1/2009 7/1/2009
Time To Complete
Customer Satisfaction
Most important metric
Measured on 1 – 5 scale
Attained 4.89 on all service over last 6 months
4.92 4.91
4.78
4.86 4.88
4.954.92
4.00
4.10
4.20
4.30
4.40
4.50
4.60
4.70
4.80
4.90
5.00
1/1/2009 2/1/2009 3/1/2009 4/1/2009 5/1/2009 6/1/2009 7/1/2009
Customer Satisfaction
The Barrister Advantage
Client centric solutions
The right technical skills
Competitive rates
Second to none coverage
Web-based service call management
Satisfied client base
Scalable infrastructure to enable rapid growth
Secret cleared 80,000 sq. ft. facility
50,000 sq. ft. warehouse
Drug tested and background tested technicians
Your Partner in the MPS Space
Todd Bissel
National Alliance Manager
985-365-2514
John Bowers
President
985-365-0801
[email protected] Solis
Director of Service Solutions
985-365-0805
42548 Happywoods Road
Hammond, LA 70403
(301) 365-0400
www.barrister.com
