Critical Success factors

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The Dipper Picture by Viggo ReeThe Dipper is
the national bird of Norway, living from the
North Sea to the Barents Sea from sea level to
the highest mountains, wherever it can find
running water completing its mission under
extreme climatic conditions by Care Service for
the future.
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Det startet i 1985 med en drøm om å skape det
ledende selskap innen IT-Service Support i
Norden
Helge Briseid Risnes Grunnlegger og
konsernsjef InfoCare ASA
SIVA-nett Kristiansand 25. april 2005
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En drøm om å skape et selskap med varige
arbeidsplasser der medarbeiderne trives og
kundene er glade
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Making IT Work by empowering people building
winners
Company presentation
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Management team

• Helge Briseid Risnes, Founder and CEO
• Terje Gunnulfsen, CFO
• Ernst W. Birkeland, Group director, Norway and
  On-site
• Jim Norlander, Group director Workshop
• Lars Landqvist, Group director Sweden Logistics
• David Friisholm, Group director, Denmark
• Geir Bergtun, Group Director, HR, Servicedesk, IT
  Quality

Helge Briseid Risnes Founder and CEO
Geir Bergtun Group Director, HR, Customer support
centre and Helpdesk, IT Quality
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Company overview

• Founded in 1986 by Helge B. Risnes in
  Kristiansand, Norway
• Three business areas
• On-site
• Workshop repair
• Logistics services
• Around 55 service points in the Nordic region
• Approximately 980 employees

Share of group revenue 2004
Business area
Market
Financial development
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Highlights of InfoCares profitable growth story
Finland
Norway
1991/92 Philips, On-site
2000 IBAS, Workshops
5
2002 Renatus, Workshop
3
1995 NCR, technical service
1999 Telenor 4P, Workshop
1999 ICL, On-site
2000 IBAS, Workshops
Sweden
Denmark
2000 IBAS, Workshops
10
2000 IBAS, Workshops
2001 ICL, On-site
310
2001 ICL, On-site
2001 ITW, Workshop
70
2003 Canon, Workshop
2002 Careda, On-site
11
2004 OKI, Workshop
2005 IBM HVP, On-site
70

• From 14 employees in 1990 to 980 employees as pr.
  31.03.2005
• From NOK 18 million in sales 1990 to NOK 730
  million in 2004
• More than 30 assumption and acquisitions since
  the late 1980s

8
Group Growth history
Financial track record of constant top-line
growth
9
Number of employees
Updated 31.03.2005
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Business concept

• The leading independent pan Nordic ICT service
  provider of multi vendor repair, service
  support.
• Achieved through strong partnership with the
  markets leading manufacturers, retailers,
  outsourcing companies and resellers of IT
  hardware, office software and IT related consumer
  electronics

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Vision, Mission, Goal

• Vision statement
• We will with our services contribute to
  humanize the digital revolution and make it
  easy and profitable for our customers to use and
  enjoy tomorrows digital world
• Mission
• To make the application of ICT simple and
  profitable for our customers
• Goal
• To deliver quality services with so much care
  that we constantly exceed our customers
  expectations and create a company where people
  enjoy working

Our challenge is to convert an IT problem to a
positive experience for both the customer and
ourselves
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Business strategy

• Focus on service and service only
• Maintain supplier and brand independency
• Maintain and develop our strong partnership with
  the market leaders
• Complement our partners in their areas of non
  competitive advantage
• Achieve critical mass in all markets and business
  areas across Nordic
• Acquire and integrate the best businesses, driven
  by the wish to develop our employees, our markets
  and our business
• Maintain and further develop the strong company
  culture where service is in the heart of
  everything we do and the technicians our sole
  heroes
• Implement common best practice processes across
  the Nordic region
• Constantly utilize new technology to build a
  faster and smarter InfoCare

You can trust on InfoCare as we never compete
with our partners, nor promote or sell hardware
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Service offerings and equipment
Service offerings
IT equipment covered

• InfoCares comprehensive service offering
  comprises

InfoCares area of competence covers a wide range
of IT equipment including
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Unique presence in the Nordics

• Headquarter in Kristiansand, Norway
• Presence in all Nordic countries and nationwide
  coverage in Norway, Sweden and Denmark
• 55 service points offering on-site services
• Six modern and efficient workshop repair centres
• Kongsvinger and Oslo in Norway
• Växjö and Stockholm in Sweden
• Copenhagen in Denmark
• Helsinki in Finland

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Legal structure
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Organisation structure
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Strong company culture

• Highly loyal and dedicated employees
• Low employee turnover
• Employees take pride in being InfoCares most
  important asset
• Management has been focusing on building a
  valuable and sustainable corporate culture
• Employees in assumed companies become the core
  asset instead of support function

The strong company culture promotes cost
consciousness and profitable growth
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The Art of Service

• Delivering good service is difficult delivering
  good service on high-tech products is an art.
• The concept of The Art of Service, which is the
  rainbow above our LOGO, underscores how we
  regard what we do.
• Our objective is to do our job so as always to
  exceed our customers expectations.
• Our aim is to transform a problem into a positive
  experience, both for the customer and ourselves.

That requires true artistry in ones profession
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• Winning behaviour
• We are striving to behave in such a way that our
  customers enjoy our company and wish to do
  business with us.
• We shall listen carefully in order to better
  understand the challenges they face and we shall
  be flexible in order to find winning solutions
  designed for our customers.
• We shall have the courage to be different, to be
  yourselves, and to surprise the customer by
  walking the extra mile that makes the
  difference.
• We shall not be looked upon as sales reps, but as
  helpers and problem solvers.

Our behaviour and business culture is our magic
its almost impossible to copy and puts our
service concept in a class of its own
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Why values are important

• Service is trust
• Our success is completely dependent on our
  customers having trust in us
• We have to keep our promises
• Our reputation as a company is determined by the
  integrity and willingness of every single
  employee to live in harmony with our values

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Our Values

• The Customer is the Boss
• Passion for our customer and outstanding service
  quality
• Stay close to our customers and be his local
  service partner across the Nordic countries
• Continually develop innovative service solutions
  in close partnership with our customers

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Our Values

• Unyielding Integrity
• Striving at all times to do what we believe is
  right and live up to the highest ethical
  standards, so that words and action are in
  balance
• Take responsibility for what we say and do,
  accept and respect each other as we are, admit
  and learn from our mistakes
• Honesty, fairness, trust and respect are the
  corner stones of our success

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Our Values

• Teamwork
• Co-operate at all levels throughout the entire
  group to help our customers and each other
• Develop the ability to transfer energy and
  inspiration to colleagues customers
• Respect for the individual, every person, every
  idea counts
• Accept and respect each other as we are

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Our Values

• Entrepreneurial spirit energy
• Hard work, enthusiasm, involvement, commitment to
  performance make our working day busy and
  exciting
• Thirst for change, always seeking after new
  knowledge and exchanging new ideas
• A growth company, driven by the wish to develop
  our employees, our markets and our business
• Down-to-earth, sober, always seeking to find the
  simplest and most cost-effective solutions.
• Constantly utilize new technology to build a
  faster and smarter InfoCare.

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Our Values

• Social Responsibility
• Our job number one is to build a financially
  strong and profitable company, creating lasting
  values for our customers, employees and
  shareholders
• Have respect for the environment and
  responsibility for helping to create a better
  society

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Our corporate religion

• We can achieve what we want
• Smiling is a matter of choice
• Your thoughts are your destiny
• Happy people are the best performers
• A flat organization with trust and delegated
  decision making, inspire people release energy
• Challenge everybody in the company to be a
  businessman and enjoy the fun of making more
  money than spent
• Secure jobs is only a dream and do not exist in
  the real world
• However, we are working hard every day making our
  jobs secure
• Life is the most precious gift we have been given

Our challenge is to help each other to enjoy
every minute of it the short time we are given on
this planet
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Partner strategy

• Majority of the Groups revenue through leading IT
  companies
• Maintain supplier and brand independency
• Never compete directly with the partners
• Partner owns the end-customer relation

Enables our partners to deliver a coordinated and
quality assured service concept simplifying daily
operations for both the end-user and the partner
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Overview customer segments
Customer sales split 2004

• InfoCares OEM and IT services partners account
  for the absolute majority of revenues
• In addition, InfoCare has customer relations
  directly with end-customers
• Direct customers comprises
• Large enterprises demanding solely specific
  services or
• Local small to medium sized companies not
  targeted by the partners

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World class customer base
Selected OEM partners
Selected IT services partners
Direct customers
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Business areas and service offerings

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On-site Service offerings

• Offers on-site service and installation of IT
  hardware and software at the customers location
• More than 500 field service technicians and
  system consultants located at 55 service points
• On-site service with guaranteed response time
  within a defined time period (2h/4h/8h/NBD)
• Available around the clock, every day of the year
  (24/7/365)
• Covers a complete range of IT equipment

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On-site Service offerings

• Multi-vendor hardware services
• Flexible selection of guaranteed response time
  and fix time
• On-call emergency services
• Available 24x7x365
• IMAC services
• Installation, move, add and change services
• Installation and rollout projects
• Project management and rollout handling
• Support services
• Support and Helpdesk for OS and office
  applications
• Network and security services
• LAN/WAN, firewall, virus and spam

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Workshop Overview

• Offers centralized services of repairs of IT
  hardware and office software
• 200 qualified service engineers and six modern
  and efficient workshops in the Nordic region
• Covers a wide range of IT hardware but also
  digital cameras, LCD monitors and plasma
  monitors
• Consumer related end-customers account for the
  clear majority of repairs
• Advanced logistics system to efficiently manage
  distribution

Sweden
Finland
Norway
Helsinki
Kongsvinger
Stockholm
Oslo
Växjö
Denmark
Copenhagen
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Logistics Overview

• Handles the flow of goods and assures optimum
  spare parts supply as well as efficient handling
  of products
• Mainly a support function to InfoCares core
  processes
• In Norway, InfoCare is also present in the
  warehouse and distribution activities through a
  wholly owned company ICT Logistics AS

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Customer call centre

• Handles all incoming calls
• Assigns the call to a service technician
• Monitors status of the call
• Mainly a support function to InfoCares core
  processes

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Launch of new helpdesk offering

• Launched in August 2004 in Norway
• Target end-users via its partners
• Over 25,000 end-user licences through its partner
  Expert
• Total volume of over 60,000 end-users in Norway
• New Agreements with Atea, Nicator, Stretto,
  Santech Micro Group and Scribona among others
• Complements and creates business opportunities
  for on-site and workshop
• Planning to launch in Sweden and Denmark during
  2005

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Overview SESAM2 system

• InfoCares core management system (ERP solution)
• Manages all customer calls and work allocation as
  well as
• Activity reporting (including start and finish
  times, problem and solution descriptions and also
  parts usage)
• Parts ordering and purchasing
• Customer contact and contract database
• Invoicing and reporting
• Many interface possibilities
• WEB and WAP
• SMS
• XML and B2B

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Group Financial overview
Historical profit and loss account 20012004
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Hvorfor lykkes vi?

• Kunnskap
• Marked
• Bransje
• Fag
• Timing
• Forstå hva som kommer til å skje
• Handlingskompetanse
• Mot
• Selvtillit
• Tro

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Hvorfor lykkes vi?

• Bedriftskultur
• Religion
• Positiv hjernevasking
• Bygget på varige verdier
• Nøktern/Jordnær
• Enkelt konsept
• Lett å forstå
• Behov i markedet
• Være lojal mot konseptet
• Utholdenhet
• Stayerevne
• Vilje til aldri å gi opp
• Evne til å takle motgang
• Det er aldri så galt at det ikke er godt for
  noe

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Hvorfor lykkes vi?

• Fantasi
• Særhet
• Dyktighet
• Flaks

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Vi har med andre ord skapt en plattform som
er....
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Built to Last
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To be Best in Service takes great skill, hard
work, creativity, endless patience dedication
and accepting that the customer is the real boss.

Helge Briseid Risnes, Founder CEO