M&A BPO GUATEMALA

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Strictly Private & Confidential

©
M&A BPO

2012



This document is the proprietary property of MANDA BPO.

Copying or otherwise distributing the information contained herein is a breach of confidentiality agreement.

i



M&A BPO
GUATEMALA














An Introduction To:

Strictly Private & Confidential

©
M&A BPO

2012



This document is the proprietary property of MANDA BPO.

Copying or otherwise distributing the information contained herein is a breach of confidentiality agreement.

ii

Table of Contents


Page




1)

Executive Summary

1

2)

Company Description

2

Promoters and Management

2


Long Term Aim of Business

2

Objectives

2

Products and service

2

S.W.O.T. Analysis

3



3)

Market Analysis

3

Target market

3

Total market valuation

3

T
arget

co
mpany Revenue

3

Competitive advantage

4

Benefits to clients

4


4)

Marketing/Sales Strategy

4

Marketing strategy

4

Target Market Sales strategy

4

Pricing

5

Marketing and Communication s
trategy

5



5)

Technology

5

Technology roundup

5

Research and
Development

5


6)

S
taffing and Operations

6

Our
staff and m
anagement

6

Training Plans

6


7)

Appendices

7


Strictly Private & Confidential

©
M&A BPO

2012



This document is the proprietary property of MANDA BPO.

Copying or otherwise distributing the information contained herein is a breach of confidentiality agreement.

1


1.

Executive Summary



As a group of companies based in the USA and Guatemala, we introduce ourselves
as an entity that would be interested in a mutually beneficial busin
ess venture
,

and
for the same reason, use this
,

as a means to present ourselves to initiate a dialog to
explore avenues of interest.



We consider ourselves as
a

young and budding organization, small, but abundant
with talent and enthusiasm and a desire to

work other such organizations to help
each other to achieve their individual goals as follows:





To better manage/administer parts of your business that we consider our
strengths.




This include
s

I
nformation Technology (IT) solutions, Man Power resources,

Business Process streamlining,
and others
.




We have the capability to manage these in a multi
-
lingual facet, with the
primarily focus in English and Spanish.




We believe in our technical skills and share this knowledge to entities, so that
they stay focuse
d on their principal objectives and concentrate on what they
are better at doing.




Offer
a
cost effective alternative to essential
and routine
activates, that may
otherwise be a burden to the organization
,

financially or

in

terms of other
resources.






We encourage you to contact us to talk about common interests and discover areas
of cooperation:








MANDA LLC

M&A BPO

Orlando, Florida, USA

Guatemala

+
1 407 227 0838

+502 501 81 361



E
-
mail :
contactus@ma
-
bpo.com


Skype id : MANDA BPO




Strictly Private & Confidential

©
M&A BPO

2012



This document is the proprietary property of MANDA BPO.

Copying or otherwise distributing the information contained herein is a breach of confidentiality agreement.

2

2.

Company Description


Promoters and
Management




Promoters

M
ANDA

LLC
,

USA

Private Investors




Management structure and areas of responsibility

Johnny Mathew, President

Carlos Contreras, CFO

Maria Quinonez, Business
Development

& HR

Manoj Rajayah, Direct
or
Projects


William Cordero, Director Customer Relations

Lucrecia Sandoval, Director

Administration



Long Term Aim of the Business


Develop a service oriented organization, with talented professionals…



Objectives




To be a company that provides qualit
y and timely service to it’s clients



To
build

a team of dedicated people that empathies with the common good
of the company and its people.



To be a responsible entity to its customers, staff and society.



Products and services


1)

Providing business
services

for small & medium organizations on US time
zones with the ability to service English and Spanish in US and Canada, in
areas related to Voice and Chat based customer service/management.

2)

In
-
bound and Out
-
bound sales and marketing

3)

Updating Accounting and Ta
x Information for
small & medium

companies.

4)

Provide the following IT products & support for:

a)

Dialer service for voice customer relationship management

b)

PBX, VOIP Services

c)

Web based CRM with web integration with CRM

d)

Dedicated servers (Private & shared Cloud

based)

e)

Search Engine Optimization (SEO)

f)

In bound / self
-
generated lead generation


Strictly Private & Confidential

©
M&A BPO

2012



This document is the proprietary property of MANDA BPO.

Copying or otherwise distributing the information contained herein is a breach of confidentiality agreement.

3



Background to its development

M
ANDA

LLC is currently
involved with

all of the above mentioned.




Benefits
,

f
eatures

and a
dvantages to customers

Quality and timely service

Cost effective
, with multiple product/plan options

Clients
d
o
n’t

require
prior tech
experience









3.

Market Analysis


Target Market


The small and medium companies in the US are our primary target for the following
reasons since it is
:




The largest m
arket
segment

worldwide.



The

segment
that is the fastest growing.



The segment that is flexible and adaptable to change.


Total Market Valuation


About 70% of the US businesses are Small and medium companies. This segment is
apprehensive initially but quick

to experiment and adapt to change.

This is also the
market that is least attended to.


Target Company revenue


For BPO and CSM clients
,

a
lmost 9
9
% of
our
current revenues are from small business
and starting from minimum of 5 customer service agents
onwar
ds
that attend to their
clients.

Our focus is to offer value added services to these and new clients,
such that

they benefit from streamlining their organization and get to be cost effective and
competitive.




Strictly Private & Confidential

©
M&A BPO

2012



This document is the proprietary property of MANDA BPO.

Copying or otherwise distributing the information contained herein is a breach of confidentiality agreement.

4

Competitive Advantage


Our competitive adva
ntages include:



Multi
-
lingual
(Native English and Spanish)
low cost
,

operation base

with
c
ompetitive

pricing.



Our
l
ocation
s, be it from
Orlando

or

Guatemala
,

makes us accessible to our
clients. Guatemala to most Major cities in the US
is between
2

to 5 ho
urs by
flight and
operates

under

the central time zones.



Better value to c
ustomers in terms of efficiency with a lean management
structure.



Benefits to Clients


Our Products and services are designed to:




Increase efficiencies

and quality of attention t
o clients.



Reduce costs and increase profitability



Maximise resources

of clients to concentrate on what it is they do best at.



Improve Customer Service, reduce churn, increase loyalty



Give clients a technology solution without the learning curve
.




4.

Mar
keting/Sales Strategy


Marketing Strategy


Our

current
marketing strategy is based on building trust
with our clients

and

team
members

and to prove by example the values and virtues of our organization, group
and the success of our clients. We plan service

our existing clients and through
referrals, involve ourselves in actively soliciting new clients to partner with. This is
primarily targeting small and medium sized businesses that show prospects of mutual
growth.






Target Market
Sales Strategy




Direct

marketing

Target
ed to small businesses,
but
currently
customer
base
is
in east coast and
Mid US
A regions.





Marketing

rep
s

Currently is a

dedicated
in
-
house marketing team.




Website

Targeting prospective clients and for prospective team members




Revenue S
haring Partners

(RSPs)

Is a major focus area in the growth of the business and solicit relationships that
favour direct and independent working relationship with the end client.

Strictly Private & Confidential

©
M&A BPO

2012



This document is the proprietary property of MANDA BPO.

Copying or otherwise distributing the information contained herein is a breach of confidentiality agreement.

5



Pricing


The pricing structure is based on
:




Project/ Product basis (mainly
IT projects)



Per man hour (Hourly, but calculated monthly)



Monthly fess + commission (for selected sales & customer service projects)



Production costs and overheads (for IT implementation)



Cost & profit sharing (for joint ventures decided on a corporate le
vel)



Marketing and Communications Strategy




Advertising

Our advertising strategy is primarily for team building in places of operation




Public relations

Social media plays a vital role in our public relation plan for team dynamics
and existing and pros
pective client rendezvous.




I
nternet marketing

We are active in many Industry related web portals and maintain
prompt
response to any client queries.




Exhibitions and conferences

These can be segregated into
Client and T
eam
targeted meets. Currently we
con
centrate on the later.




Client Referrals


This is a vital modus operando for our promotion and success. Our credibility
with existing clients has help generate a lot of interests with prospective
clientele to work with us.




5.

Technology


Technology roun
dup


Our technology is based on tried and tested hardware, software and networking
tools, which have practical usage for our clients and members of the company.
We
manage and use licensed and open source software which are customized to meet
the client’s a
nd our need to function effectively.






Research and Development


Our focus on research and development are in the following and Includes:



Predictive
Dialler customer relationship management

systems



Virtual
PBX

and systems for
VOIP Services



Techniques
and tools for
Search Engine Optimization (SEO)

Strictly Private & Confidential

©
M&A BPO

2012



This document is the proprietary property of MANDA BPO.

Copying or otherwise distributing the information contained herein is a breach of confidentiality agreement.

6



Web based
integrat
ed

CRM



Methodologies for
In
-
bound / self
-
generated lead generation




6.

Staffing and Operations


Our
Staff and
Management


We believe that every member
o
f

our
team is critical to the succe
ss of our
venture
,

which

includes the client, the
staff and
management and the
empathy of all is vital to our
sustainability.



Our
Management and Staff
team
consists of people from diverse
backgrounds
,

with educational and
professional

experiences,
which
includes the following:




Economics



Systems Administration



Human Resources



Administration



Marketing



Graphic Design



Finance



Manufacturing



Government



Public sector



Engineering


Training Plans


Our people are our most valuable asset and we do understand t
hat they need to be
trained and motivated to fulfil their obligations to the client(s).


We
periodically
train our team and encourage
them to
themselves
,

self
-
train in areas
not only
related to our core
activit
ies,

but also
matters

of personal interest th
at are
gratifying to
each

individual.
We also believe in
involvement and interaction of all of our clients to get
to know their team(s) and impart their sentiments for
better team development.


These are not limited to
,

but also include vocational and
tech
nical training, professional careers

or just about anything that
they are passionate about
.




Strictly Private & Confidential

©
M&A BPO

2012



This document is the proprietary property of MANDA BPO.

Copying or otherwise distributing the information contained herein is a breach of confidentiality agreement.

7



7
.

Appendices


Interesting
References and Internet
Links



Invest in Guatemala
BPO
link:

http://www.investinguatemala.org/index.php?option=com_content&t
ask=view&id=44&Itemid=45&lang=english



BPO info

in Guatemala
:

ht
tp://www.ipsnews.net/2012/11/directing
-
your
-
call
-
in
-
guatemala/



Guatemala calls
centers

article:

http://www.ft.com/cms/s/0/0bdd3332
-
51b4
-
11e1
-
a99d
-
00144feab
dc0.html#axzz2E3ooYfdX



Guatemala calls
centers

article:

http://www.nearshoreamericas.com/call
-
center
-
competition
-
fierce
-
in
-
guatemala
-
and
-
peru
-
latin
-
america
-
bpo/2733/



This document is the proprietary property of MANDA BPO.

Copying or otherwise distributing the information contained herein is a breach of confidentiality agreement.

8

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