orcunobalar@teknosor.com.tr

Who are We?

TeknoSOR is a Technology enterprise, founded on foreseeing the much needed technology consulting and support services for individuals and small and medium sized enterprises.

Teknosor is founded by professionals with over 20 years of Technology startup, management and consulting experience.

We started our services in October 2011 as 11820 Technology Support Center, in partnership with Türk Telekom AssisTT A.Ş.

Our Services

Developed by our experienced and specialized technical personnel, our outsourcing model enables time, money and resource savings for individuals and corporations.

Corporate Services Individual and SME Services

IT Help-Desk After Sales Help-Desk Cloud IVR Services Issue Management and

Support Services Website Services Ad-Hoc Call Services

Phone and Remote Access Support On-Site Technology Support Solution Analysis Consultancy Web-Design, Implementation, Updates Web-Admin and SEO Support Services Domain Name Registration and

Web Hosting

Scope of Services

Computer

Mobile

Internet

Multi-media

Our purpose is to be the single point of contact for our Individual and SME customers providing the technical support and consultancy services they need with qualified personnel in a cost-effective way.

Fields of Expertise;

Scope of Services

Computer Technologies;

PC / Notebook / Ultrabook

Modem / Router / WiFi

Printer / Scanner / Fax

Software / Office Applications

PC Optimization / Back-up

Virus Cleaning

Scope of Services

Mobile Technologies;

Tablets, Navigation Devices

Mobile Phones, Smart Phones

MP3 Player / Mobile Gaming Console

Mobile Operating Systems

Application Loading, Version Updates

Initial Setup and Hard-Reset Support

Scope of Services

Internet Technologies;

Website / Blog / Social Media

Instant Messaging and Communication Software

E-Mail Setup and Troubleshooting

Anti-Virus Selection and Security Settings

Internet Browser and Connection Problems

Internet Banking and Secure Shopping

Scope of Services

Multi Media Technologies;

TV / Smart TV / 3D TV

Home Theatre and Hi-Fi Sound Systems

Satellite / Cable / IPTV

Camera / Video Camera

Gaming Consoles / Online Games

Projection and Visual Systems

Information Portal

Information portal is the central intelligence of our support services.

All related support articles, documents and training materials are indexed in this cloud based knowledge base.

Technical Support Agents rapidly access the information they need during the calls via easy search tools.

Fully integrated with CRM and Issue Management Systems.

Continuous entry and update of new information by Subject Experts.

Our Advantageous Offers

Saving time and money in solving technical problems via remote support.

Meeting technical personnel requirements for SMEs.

Assistance in getting more benefit out of technology in your daily work.

Service continuity during vacations, leaves and shortage in personnel.

Reduction of cost per call with our outsource Help Desk model.

Call Response and Answering Services at Demanded Service Levels (SLA).

7/24, Quality, Fast and Definite Solutions from a Single Point of Contact.

Our knowledge, tips and suggestions derived from thousands of calls.

New Markets

We aim to provide remote technical support services for technology consumers and SMEs within the new emerging markets.

Due to the experience we gained by the 11820 Technology Support Line and Teknosa Customer Support Package, we have the ability and experience to provide services to International Telco customers.

We have noticed serious demand for technical support services particularly among the African countries with a profound increase in both internet and mobile technology penetration since last 5 years.

On the contrary, ICT support services are not yet sophisticated enough. Our intention is to set up co-op services with local telecom operators to meet increasing technical support demand.

Why Africa?

• Africa is new and developing ICT market, total population is over a billion.

• Huge and young population who lately meet ICT technologies.

• Rapid increase in mobile and internet penetration since 5 years.

• 2nd largest mobile market after Asia.

• 8 Telecom Operators and over 650 million subscribers.

• Internet penetration is over 27%.

• ICT support and training is becoming a major need.

We believe our business model which is to provide support services via phone and remote computer access, will be beneficial especially for the consumers in large African countries having logistic difficulties.

Executive Summary

Regarding the geographic size and difficulties in Africa, we expect our remote support services will be requested by the technology users.

By the end of 5th year, our goal is to serve over 1 million technology users in more than 10 African Countries.

In order to determine primary markets we have generated an index with respect to ICT and GNI data of each African country.

Executive Summary (continued)

Although Egyptian market is on the top of the primary markets list, recent political and social unstability in the country is a threat preventing us to initiate a business in the first beginning.

During the first year we rather prefer to enter other northern African countries like Tunis, Morocco and Algeria, concerning close social and economic relationships with Turkey.

By the 2nd year of business development, taking english literacy and high technology penetration rates into account we will target sub-Saharan African countries.

African ICT Market Data

Sources: U.S Census Bureau, World Wide Worx, ITU, Data World Bank, Wireless Intelligence, GSMA. 2012

Countries Population

(million)

Mobile users

(million)

Internet users

(milyon)

Penetration (% of pop)

GNI (USD/capita) Index

Targeted Users

Total Call Duration

(min./year)

Targeted Income (Annual)

Egypt 84 71 30 36 3.000 7,61 253.571 6.339.286 38.035.714 TL

Nigeria 170 87 48 28 1.430 3,51 245.647 6.141.176 36.847.059 TL

Morocco 32 32 16 50 2.940 4,70 160.000 4.000.000 24.000.000 TL

South Africa 49 50 9 18 7.610 6,99 91.837 2.295.918 13.775.510 TL

Kenya 43 25 12 28 840 0,59 69.767 1.744.186 10.465.116 TL

Algeria 38 33 5 13 4.110 1,78 43.421 1.085.526 6.513.158 TL

Tunis 11 11 4 36 4.150 1,66 40.000 1.000.000 6.000.000 TL

Sudan 34 18 6,5 19 1.450 0,50 34.412 860.294 5.161.765 TL

Tanzania 47 21 6 13 570 0,15 26.809 670.213 4.021.277 TL

Gana 25 17 3,5 14 1.550 0,37 23.800 595.000 3.570.000 TL

Libya 5,6 11 1 18 6.987 1,37 19.643 491.071 2.946.429 TL

Uganda 34 13 4,3 13 440 0,07 16.441 411.029 2.466.176 TL

Angola 20 9 3 15 4.580 0,62 13.500 337.500 2.025.000 TL

Ivory Coast 22 15 1 5 1.049 0,07 6.818 170.455 1.022.727 TL

Congo 74 12 1 1 2.550 0,04 1.622 40.541 243.243 TL

African ICT Market Data (continued)

Formulation for primary market index :

Index = (Mobile Users) x (Penetration Rate) x (GNI per capita) / 1.000.000

Formulation for number of target users and expected annual income:

# Users= (Country Population) x (Penetration Rate) x (Predicted Market Share)

Expected Income = (# Users) x (Av. Call Duration) x (Cost per Minute)

Target African Markets

1st year : 3 markets (Mororcco, Algeria, Tunis)

2nd year : +2 markets (Nigeria, Gana)

3rd year : +3 markets (Kenya,Sudan,Uganda)

4th year : +3 markets (S.Africa, Tanzania, Angola)

5th year : +2 markets (Egypt, Libya)

Due to generated data, respectively we plan to enter more than 10 African countries listed below within 5 years :

High English Literacy

Hedef Pazarlar Yıl

Morocco 1

Algeria 1

Tunis 1

Nigeria 2

Gana 2

Kenya 3

Sudan 3

Uganda 3

S.Africa 4

Tanzania 4

Angola 4

Egypt 5

Libya 5

Target Annual Income

Targeted Annual Income for the following year is calculated by predicting 10% increase of technology penetration and market share.

By the end of 5th year of the operation, our goal is to achieve 200 million TL annual income targeting more than 1 million customers. Every year we expect 10% market share increase in the countries we operate.

Year Target Annual Income Users # Agents Agent Costs Annual ARPU Profit %

1st 36.513.158 TL 243.421 101 5.476.974 TL 150 TL 233

2nd 80.581.533 TL 538.512 224 12.116.509 TL 150 TL 233

3rd 106.732.743 TL 692.088 288 15.571.991 TL 154 TL 243

4th 137.227.804 TL 865.445 361 19.472.522 TL 159 TL 252

5th 191.932.728 TL 1.195.593 498 26.900.836 TL 161 TL 257

Income and Growth Goals

By the 3rd year of the operation, our goal is to operate in 8 countries, including Nigeria, with 150 TL annual ARPU and achieve 100 million TL income.

By the end of 5th year, with 10% annual growth; we target to reach 200 million TL annual income operating in more than 10 countries.

1st 2nd 3rd 4th 5th

36.513.158 TL

80.581.533 TL

106.732.743 TL

137.227.804 TL

191.932.728 TL

Target Annual Income

Income and Growth Goals (continued)

1st year : + 100 technical support agents (single location)

2nd year : + 200 technical support agents (2 locations)

3rd year : + 250 technical support agents (3 locations)

4th year : + 350 technical support agents (5 locations)

5th year : + 500 technical support agents (5 locations)

By the end of 5th year Annual Income : 200 million TL Profit : % 250

Threats and Risks

Due to different telecom regulations in some African countries , permission processes may take longer.

Operational issues during start up in each market.

Payment collection may be a risk. Risk can be tolerated by service freeze or shut down.

However all those risks don't have high financial risks but may delay/postpone the service growth.

We target to co-operate with African Fixed Line operators to minimize the risks above.

Business Partnership Model

Teknosor and Telecom Operators will cooperate in business development, regulations and business processes.

Telecom Operator will be responsible for sales & marketing .

Telecom Operator will ve responsible from Payment Collection.

Teknosor will be responsible for technical operations.

Revenue share will be determined by the investment ratios by both parties.

APPENDIX

Technology Infrastructure

IVR Systems

CRM Systems

Issue Management and Information Portal

Fiber Internet

Deploying Cloud Computing Architecture, we provide services with a highly sustainable and scalable technological infrastructure.

References – 11820 Technology Support Line

Our services started in October, 2011.

We answer 750 calls daily.

In 2 years, we answered almost 300.000 calls.

Our average call duration is 10 minutes.

Our First Call Resolution (FCR) Ratio is 70% in average.

In almost 50% of resolved calls, we use Remote Access method.

We can connect to computers, tablets and mobile phones via Remote Access.

Almost 30% of our calls are about mobile technologies.

%30 of calls are about Internet, the remaining 40% of calls are about computer, multimedia and related issues.

References – Teknosa Technology Support Package

We developed “Technology Support Service Package” in partnership with TEKNOSA.

We provide service to TEKNOSA customers from our Technology Support Center in Istanbul.

We provide Setup, Training and Support services via phone and remote access regarding all technologies customers purchased from TEKNOSA and even for devices they already own.

Despite its recent introduction, Technology Support Service Package has been one of the best seller among TEKNOSA service packages.

References – ZTE Technical Support Call Center

Our ZTE Modem Technical Support Service operation started on May 2013.

We provide technical modem support services to ZTE Customers for all their purchased ZTE models.

Along with modem sales to general market, ZTE provides special modem deals for ISP customers.

ZTE is one of the top Technology Manufacturers of China.