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CUSTOMER RELATIONSHIP MANAGEMENT (CRM)

Nicola PANGHER

TBS GROUP, Sales Director

MarketsActivitiesAbout us

� TBS Group founded in 1980’s as the result of a research project

� Legal status: Incorporated Company

� About 1.700 personnel in the Group

� Presented in 12 countries through over 20 subsidiaries, 45 regional operational centres

and over 330 hospital workshops.

� Activities: integrated services of medical equipment&devices, systems and solutions of

TBS Group – Business Overview

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Vision Mission Shareholders Supply Presence Structure Finance

e-Health (medical IT, telecare and telemedicine)

� Target market: healthcare structures - public and private

� Is listed on AIM Stock Exchange Market from December 23rd, 2009

Vision

MarketsActivitiesAbout us

Operate in a way to curb technology costs by providing integrated

management solutions to improve the quality of healthcare services

supplied to the citizens and to influence in a positive way their

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Vision Mission Supply Presence Structure FinanceShareholders

supplied to the citizens and to influence in a positive way their

healthcare needs

MarketsActivitiesAbout us

Mission

Develop outsourced integrated clinical engineering and e-Health services

and product in order to ensure that the use of technology in hospitals,

social healthcare institutions and homes is safe, effective and efficient. To

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Vision Mission Supply Presence Structure FinanceShareholders

this end, “technology” means biomedical equipment and other medical

devices, medical IT systems and solutions, telecare and telemedicine

systems and solutions

TBS Group, Area Science Park, Trieste

The Presence

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The GroupThe Group has a marked propensity for internationalization and currently

operates with numerous subsidiaries in 10 European countries – Austria,

Belgium, France, Germany, The UK, Italy, the Netherlands, Portugal, Serbia and

Spain – and is also valuating different opportunities due to its expansion in both

Middle East and Far East markets.

Offering

� Clinical Engineering Outsourcing: � Medical IT Systems and Solutions:

MEDICAL EQUIPMENT AND DEVICES

E-HEALTH

� A wide range of services and products for the integrated management of

technology used in hospitals and social healthcare institutions.

� The technology currently managed is:

� Medical Equipment (and other Medical Devices),

� Medical IT, Telehealthcare.

� The Group is accordingly organized in two Business Units:

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� Clinical Engineering Outsourcing:

� Outsourced management of

Medical Equipment and Devices;

� Serving hospitals and OEMs.

� Medical IT Systems and Solutions:

� Provision and management of medical IT

systems and solutions;

� To hospitals and social healthcare

structures.

� Telehealthcare:

� Support the remote care and monitoring

of elderly citizens and patients;

� To hospitals and social healthcare

structures.

e-Health & e-Government1 2

MarketsActivitiesAbout us

TBS Group operates with 2 business units

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e-Health & e-GovernmentSystems and Solutions

• Management of integrated services in outsourcing of medical equipment and devices to public/private hospitals

• Medical IT: IT systems and solutions for the computerized management of clinical, administrative services in hospitals (EPR)

• Telemedicine & Telecare: integrated management of e-Health applications to support continuity of care for social and healthcare facilities

• e-Government: It systems and solutions for the management of PA and local entities activities

Medical equipment & devices

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e-Health & e-Government

Research & Development

Medical equipment & devices

Growth – ROI: Risk/Opportunity/Innovation

• Commoditization?

– Lower prices

– Low entry barrier

– Low perceived value

• Greenfield customers

– Uncovered market

• New services : economy of scale + logisitics – medical aids

• New services: economy of scale + higher tech know-how – DI

• New services: economy of scale + logistic + management know how – asset

R

O

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• New services: economy of scale + logistic + management know how – asset

management

• New services: higher tech & management know how – Health technology

Assessment

• Partnerships

– Geography

– Complementarity

• Post sale

– Retain customer

– Cross selling

O

I

Growth Opportunity Innovation

• Value for customer

– Calculate Value – “ROI”

– Communicate value

– Deliver value

• “ROI” – review our pricing

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• “ROI” – review our pricing

• Communicate value

– Review of all tender material – offers, projects, outlook,

improvements, process description. Towards a centralised

database

Sales is a process

• Communicating value to customer & negotiation

– Segment by customer

– Segment by service

– Segment by geography

– Segment by salesperson

• Normalization of sales

– Expected revenues

– Area

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– Area

– Mix

– Target customers

• Success % - lead to sale

• Time to sale

• Evaluation of innovation: we want to measure the success of new services

• Evaluation of communication: we want to measure if we are communicating our value

to the customer.

CRM OVERVIEW

CRM On Demand is a smart customer relationship

management solution that you access over the Web.

CRM helps you to:

•manage all your company’s sales and marketing information;

•optimize your sales efficiency and effectiveness;

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•optimize your sales efficiency and effectiveness;

•forecasting more accurately;

•perform complex real-time and historical analysis.

Mobile Sales Assistant is designed to help you collaborate with your colleagues

and customers, complete your frequent tasks and quickly close business deals

while on the road.

Strategy

Measuring success of new servicesMeasuring success of new services

CRM – The role

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Measuring success of pricing policyMeasuring success of pricing policy

Measuring success of marketing Measuring success of marketing

activitiesactivities

LEAD LIST – Our potential market

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Allows you to

LEAD – Custom web applets

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Allows you to view data on the Lead Details page together with other

contextual data (e.g. maps)

SERVICES – Our sales portfolio

Category nameType of contract

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Cost center

OPPORTUNITIES – Our potential deals

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Reports: Leads FollowupLeads Followup

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Reports: LeadsLeads

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Reports: # of Accounts# of Accounts

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Reports: OpportunityOpportunity--ProbabilityProbability

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Reports: Opportunity Opportunity -- StatusStatus

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Reports: OpportunityOpportunity--Private/PublicPrivate/Public

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Reports: Month revenue per user

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Reports: Month revenue per service

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Reports: # of Activities per Won Opportunity

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Reports: Contracts

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Reports: Profit Margin

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Reports: Account revenue

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Reports: Top PerformersTop Performers

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SMARTPHONES

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Where are we going? THE INTEGRATION

CRM

CRM Mobile

Hyperion

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DashboardSI3C