BTI Communications Group, Ltd.

Capabilities PresentationDoug Lambert – GM

Six Sigma / ITIL / Prince 2

March 14, 2013

CONFIDENTIAL

2

The story/overview

Businesses need Big Thinking to thrive in the 21st Century

BTII understands the business issues

BTI has a distinct point of view as to how to tackle the issues

BTI has the propositions to convert that point of view into business deliverables

Market drivers

Profitable growth Globalisation Social

imperativesDynamic business

Hyper-competition

OperationalEfficiency

Contact CentreEfficiency

UnifiedCommunications

SecureNetworking + Others

Propositions

CoreFlexibility Innovative Customer centric

EnablingCollaboration Sustainability Risk resilience

Six BusinessQualities

Flexibility Innovative Customer centricFlexibility Innovative CoreCustomer centricityFlexibility Innovation

Digital Networked Economy

BTI Hosted Data Center

BTI GlobalViewTM Data Center

Network Operation Center247F Help Desk (24 x 7 x

FOREVER)

Hands-on Cage SupportExecutive/Sales Office

Provide Borderless Networks throughHosted

- Exchange- VoIP- Disaster Recovery- Collaboration /

Telepresence- Virtualization- Cage / Rack / 2U

i/o data centers is to all other data centers what XBOX is to PONG

GlobalView

Additional Value Added:• Free Move/Add/Change projects • Free network reporting • Free training (admin and user)

Proactive Management and Monitoring:

• Included Network Support (Unified Communications, Wireless LAN, LAN, VPN, Mission Critical UC Servers)

• Monitoring devices and applications for performance, capacity and traffic thresholds, connectivity, and services.

• Firewall / VPN administration• Available Business Continuity Plan

Administration

Service Desk:• Reactive Remote Network Support• Help Desk• Technician Dispatching• Emergency Support

Unified C

omm

unications Man

agement

Services

BTI Customers

Summit Cold Storage, Inc.Summit Cold Storage, Inc.

CONFIDENTIAL

“Borderless Talking Points”• IP Communications Platforms

– ShoreTel– Mitel– Cisco– Mobility

• Advanced Applications– Servers/Gateways– UM/UC/PM– CRM Integration– iPad/iTouch Wireless and CRM Integration– IVR– Logging/Recording

• Voice and Data Network Design– LAN/WAN (Routers, Switches, Firewalls, Filters)– Wireless Voice/Data Networks– Servers, Workstations, Virtualization– Disaster Recovery Solutions and Professional Services

• Mobility, Collaboration, Telepresence and Social Networking

– Audio, Web, Video Conferencing– Desktop sharing– Corporate Social Software

• Network/Carrier Services– Local / Long Distance PRI/SIP– Internet– Multi-Point Data Solutions

GOLD

CentralizedDatabase

Problem Resolution

Management

Robust Online Usage

and Ticket Reporting

Installation

OnlineReservations

Video Conferencing

BridgingServices

Maintenanceentitlement

EndpointDeployment

(new/replace)

EndpointMonitoring

Higher Quality & Improved User

Experience

Proactive MonitoringCall Management

Help Desk w/ Break/Fix

BTI Communications – Bringing it all together!

Why BTI – Experience and Expertise• BTI provides you expertise in Voice hardware, Data equipment, Local and Wide

area network, traditional and IP voice connectivity to the PSTN and the invaluable experience of interoperating all of these technologies.

• As a Premier Cisco, Mitel and ShoreTel Champion Partner, BTI has the experience, technical certifications and proven Customer Satisfaction Record to deliver Superior Solutions.

• As an Inter-Tel (now Mitel) dealer for almost 15 years we are experts in traditional voice and VoIP technologies.

• BTI has certified technicians that have worked on the Inter-Tel/Mitel platform for more than 12+ years.

• Our help desk can support remote changes, service troubleshooting and end user training on all of our products/applications as well as desktop support, End-Point Security… the list goes on and on.

Why BTI – Managed Service Approach• Why pay to make an equipment acquisition, pay to make changes

and pay to get service? • BTI has developed a complete managed service program that

allows you to make one monthly payment that includes:– Equipment acquisition– LAN/WAN Network Assessments for VoIP preparedness– Ongoing system support and maintenance– System Software Upgrades– Remote programming changes– Proactive system alarm monitoring– Proactive and reactive remediation services– Monitoring tools on IP-PBX that can grow to routers, servers, etc

across the Enterprise– SLAs associated to service requirements

Dedicated Project Team

Sales Engineer

Telecom& Installation

Billing LeadData Team

Lead

Service Manager

Marketing Manager

Account Manager

ProjectManager

Client advocate Key contact

Represents the end userManages all commsmaterial

Single support contactService QA & escalations

Ensures data integrity requirements

Maps billing requirements

Responsible for hardwareinstallation

Technical designfeature & functionality

Implementation Process

• The “Kick-off” meeting

• Review SoW: address any outstanding issues

• BTI Implement Manager takes lead

• Write Business Requirements Document and Project Plan

• Next Stage Req: Sent to Client BRD and PP

Brief Teams & Build Plans

Approve All Project Plans

• Customer intent to “buy”

• Identify project requirements

• Document the Scope of Work (SoW)

• Identify BTI and customer project teams

• Begin contract

• Next Stage Req: Approved SoW

• Final document-ation and client approval of TRD and PP

• Proj. Governance established:

- daily/weekly status meetings - risk register - issues log - status reports - change mgmt requirements

• Next Stage Req: Client approval of all plans

Execute (revise as need)

Launch a

• Proj. team move into “execution”

• Key owners: Infrastructure, Telecom, Data Quality, Operations, Billing, Portfolio, User Adoption & Education

• Internal training & testing

• Next Stage Req: Client approval of all tactical elements and final “go/no go” decision

•Service Live!

•End user communications and training begins

•Post-launch review with customer (30-60 post-launch)

Define Requirements

End User Communications Lifecycle

• Announcement

• Welcome Email

• Welcome Kit (User guide, Wallet card, letter)

• Website (Overview, Account Setup, FAQs, etc.)

• Training (Virtual Webinars, Online Tutorials)

• Awareness Days

• Quick Reference Guides

Define Welcome Remind

• Campaign Objectives

• Target Group(s)

• Key Messages

• Creative Elements

• Branding & Corporate Guidelines

• Key Timing

• Approval Process

Pre-Launch Days 1-90 Days 90+………………………………………………………..

• Non and Lapsed User Emails

• “Education” Emails (i.e. Fraud, Q&A)

• Outbound Calling Campaigns

• Reminder Emails

• Awareness Builders

Thank Elicit Feedback

• Product Upgrade Email

• New Solutions Emails and Call Campaigns

• First Time User “Thank You”

• Thank You Program After Year One

• Customer Satisfaction Surveys

Ultimate End-User Relationship

Introduce Service, Educate

Thank, Educate & Ensure Satisfaction

Differentiate

On-Going Education

Adoption & Training

Welcome Services

Creative Services

BTI Adoption & Education Program

Personalized welcome