Published on January 6, 2014
Nearshore Baltic sourcing Henrik Nokhart, Runway International SiA January 6. 2014 9.10.2013 1
Contact us for a Baltic partnership Nils Sundling Henrik Nokhart CEO Runway SIA Mob. +47 90 846 766 Nils.firstname.lastname@example.org GM Runway Accounting SIA Mob. +47 92 41 24 41 email@example.com © Runway SIA All rights reserved 2
The Runway framework has proven successful over years Runway is a Baltic business process provider with a network of multi-lingual centers mainly in the Baltics. Our mission is to assist our clients in achieving their goals through cost arbitrage between Scandinavia and the Baltics. Oslo Tallinn Riga Vilnius Kaunas Kiev Malaga Through excellent customer experience we have delivered high value services to our clients in line with their expectations and agreed targets since 2004. © Runway SIA All rights reserved 3
The Runway promise Talented people - fast, stable and proactive 24/7 service - availability nights and weekends Multilingual – services in 14 languages Competitive Baltic rates Leading-edge technology – network and security Rapid set-up – lift and shift or transfer and transform Learning and achieving environment We are only one and half hour flighttime away !! © Runway SIA All rights reserved 4
The Runway values is the basis for our sustainable business Positive attitude Ownership Integrity Leading edge Equal opportunities Runway is responsible for ensuring that laws and regulations for working conditions and employee's rights are adhered to and that documentation is available to our clients, if desired. © Runway SIA All rights reserved 5
The Runway management is among the most experienced team in the outsourcing industry Runway was established in 2004 by leading European contact center professionals The founders had experience in building and developing more than 80 contact center operations in 15 countries We are quality focused and has a proven track record of 10 years in handling World Class customers © Runway SIA All rights reserved 6
Runway has experienced a steady growth Mill. NOK 120 110 90 70 50 30 10 2004 Low cost Baltic Service provider © Runway SIA All rights reserved 2005 2006 Norwegian Air BPO - provider 2007 2008 Baltic multi-client centres 2009 2010 Nordic multitower BPO - provider 2011 2012 International multitower BPO - provider 7
The Runway SERVICES Back-office functions Customer service & support IT application management IT Helpdesk HR services Accounting and finance services Front-office functions © Runway SIA All rights reserved Agent sale Netshop front-desk 8
Customer stories • Reisebooking Luggagehandling Revenue management Regnskapsføring • Brukerstøtte alle produkter • • Helpdesk – Bank i Butikk Brukerstøtte 20 norske kunder • Reisebooking – Sandefjord - Strømstad • Bildegjenkjenning • • • © Runway SIA All rights reserved • Regnskapføring i Xledger Regnskapføring i Visma • Regnskapsføring i Agresso • Regnskapføring i Axapta • 9
Runway countries and cities Latvia, Riga Ukraine, Kiev Lituania, Vilnius Spain, Malaga Estonia, Tallinn Lituania, Vilnius Based on efficient use of technology Runway offer a Scandinavian speaking workforce to Scandinavian companies operating from low cost regions in Europe © Runway SIA All rights reserved 10
Runway is jointly owned by Norwegian and Baltic investors BaltCap Private Equity Fund advised by BaltCap has acquired 40.82% of Runway’s shares from the company’s largest shareholder, Norwegian firm Dasha AS. "Runway is one of the leading and the fastest growing players in the sector with solid operational experience in the Nordic market, highly qualified staff and good prospects in the market,” says Sandijs Abolins-Abols, Investment Director at BaltCap. The company has offices in Riga, Tallinn, Vilnius and Kaunas and is providing CRM, IT support, accounting and other backoffice services to businesses in the Nordic market. “We believe that with BaltCap’s financial backing Runway will be able to capitalize on existing experience and achieve the best results,” says Nils Sundling, the Managing Director of Runway. March 14th 2011 www.baltcap.ee © Runway SIA All rights reserved 11
Local Management Latvia Uldis Prieditis CEO Uldis.Prieditis@runway.lv Chairman of the Management Board Estonia Aleksei Kurov Contract and Operations Director Baltic firstname.lastname@example.org Group Sales and Operations Ukraine Yuriy Semenov Managing Director Ukraine email@example.com Country Management & Recruitment Estonia Ronald Habich Managing Director Estonia firstname.lastname@example.org Country Management © Runway SIA All rights reserved Lithuania Vilma Stankuviene Managing Director Lithuania email@example.com Country Management & Recruitment Spain Mats Johansson Managing Director Spain firstname.lastname@example.org Country Management & Recruitment 12
Next step – visit us in Baltics Visit http://www.runway.ee More customer stories Henrik Nokhart GM Runway Accounting SIA Mob. +47 92 41 24 41 email@example.com The Runway story © Runway SIA All rights reserved More information: firstname.lastname@example.org 13
Customer example – 11 year services for Norwegian Air Direct sales Runway has been doing direct sales since February, 2003 Average amount of incoming calls per month: 90 000 (2012) Team consists of 160 service consultants Service level to meet: Other services - hourly based pricing Luggage handling – 20 FTE Revenue mngt. analysts - 10 FTE Airport tax specialists – 12 FTE Accounting – 6 FTE Net-bookiing specialists – 6 FTE • Time service factor: 90% => 60 sec Cabin • Average speed to answer: <= 40 sec Marketing assistance – 8 FTE Operations ensured from 3 sites in three Baltic countries and from Kiev, Ukraine and Malaga, Spain Outbound - 1 FTE Customer complaints – 15 FTE All service languages; Norwegian, Swedish, Danish, Finnish, English, German, French and Spanish Other services - Event Based pricing Booking: Inbound Calls Languages: Fin – 6 FTE; © Runway SIA All rights reserved Nor/SWE – 51 FTE; DK – 4 FTE crew planners – 5 FTE Client statement Air has worked Norwegian Air 2003. has worked Shuttle ’’ NorwegiansinceShuttle We have found with Runway with Runway since 2003. quick to Runway to be professional, We have found Runway to easy to work with. We respond, andbe professional, quick to respond, offshore to work with. We continue to and easy new tasks and continue to offshore positive results. duties to Runway, withnew tasks and duties to Runway, with positive results. ’’ Edward Thorstad, Edward Thorstad, Commercial Director Commercial Director 2011 2011 14
We think like our customers
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