Techno Brain Kenya
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Techno Brain Kenya

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  • Welcome the audience. Don’t read the vision statement. Let audience settle and read it by themselves. Thank them for the opportunity to deliver this presentation. Offer them to ask questions during the presentation. If possible add some humor to set the tone lighter.The approximate time for this presentation is 20-25 minutes. anything beyond 25 minutes will get boring.Following things should be ready with you when you deliver this presentation:Corporate videoAll product brochures and corporate brochureAccess to sales collateral SharePoint portalInternet access if possible to show product micro sitesAny small gift like diary or pen to be handed over to them after or before the presentationAnd of course your own notepad and pen to take notesAny text in “ “ means you can speak the statement as it is. All other text in the notes is for your reference and preparation only.Presentation time for this slide: 30 Seconds
  • “We intend to expand Pan Africa covering all the countries in Africa” For 2012 till 2014, the future expansion plan is as per purple color coded countries. Stress on the point about our global delivery model tightly integrated with each country delivery offices.Presentation time for this slide: 30 Seconds
  • This is the most dangerous slide – because we can spend 1 hour on this slide by explaining each line. Don’t get excited here as all the upcoming slides actually talk in detail about each line here. Keep it brief and tell them this is a glance of all our offerings. By now you should have known which kind of people you are presenting to and what is their interest. Just point to their area of interest and tell them that we are going to discuss more detail about that part. The idea about this slide to give them an idea about our bandwidth. Don’t try to cross sell hard here as we might loose the purpose. If it is general delegation where we are pitching Techno Brain in general, maintain a balance not to oversell any particular practice or business line. We have seen the presenter getting into their comfort zone to talk more about their practice or portfolio. Again be cautious and move on quickly to next slide. The maximum you can spend on this slide is strictly 90 SECONDS.
  • “ We started in East Africa as a computer training center and then geographically expanded to various other African countries and also strategically to India & USA. We also expanded our offerings to such as IT solutions and BPO ITES services.”Stress on “ we are building capacity by training, creating employment by hiring in our R&D and BPO units through which we are able to provide world-class IT solutions locally with local talent thus brining the costs down and creating sustainability” Again don’t read the slide. We have more slides that talk about our geographical growth, expansion into other businesses, etc. so keep it simple.Presentation time for this slide: 60 Seconds
  • “ We started in East Africa as a computer training center and then geographically expanded to various other African countries and also strategically to India & USA. We also expanded our offerings to such as IT solutions and BPO ITES services.”Stress on “ we are building capacity by training, creating employment by hiring in our R&D and BPO units through which we are able to provide world-class IT solutions locally with local talent thus brining the costs down and creating sustainability” Again don’t read the slide. We have more slides that talk about our geographical growth, expansion into other businesses, etc. so keep it simple.Presentation time for this slide: 60 Seconds
  • “We intend to expand Pan Africa covering all the countries in Africa” For 2012 till 2014, the future expansion plan is as per purple color coded countries. Stress on the point about our global delivery model tightly integrated with each country delivery offices.Presentation time for this slide: 30 Seconds
  • “We intend to expand Pan Africa covering all the countries in Africa” For 2012 till 2014, the future expansion plan is as per purple color coded countries. Stress on the point about our global delivery model tightly integrated with each country delivery offices.Presentation time for this slide: 30 Seconds

Techno Brain Kenya Techno Brain Kenya Presentation Transcript

  • A CMMI Level 3 & ISO 9001: 2008 Certified Company KARIBU( Means Welcome in Swahili – local language of Kenya ) www.technobraingroup.com
  • Global Presence• More than 900 employees in Africa and 150 in India across 3 verticals of Business• One of the major African Software Company catering to Products / Services for the public sector 2
  • Techno Brain Business Units & Offerings IT Training IT Solutions IT Products BPO / ITESCareer Courses Enterprise Business InspireHRM Technical SupportCertification Programs ICT Consulting MEsure Finance & AccountingCorporate Training IT Infrastructure SecuRegister Knowledge & LegalUniversity Programs Identity Management AIRevenue Customer CareTesting Services Data Warehouse & BI APEX Help Desk / SupportCampus Placements IFMS Order ManagementContent Management Web based Services 3
  • An African Child Help Line Experience BEFORE THE ICT UPGRADE Calls received - Close to 30,000 Current Calls handled - Less than 5000 Resolved Cases - Less than 2 %of calls received Not Attended - 77% of the calls Network Connectivity - Extremely Low Data Management - Not formalized CRM - Self built one sheeter Report generation - Minimal Computers - Less than 5 for operations Phones - Hard phones Servers - 1 Computer Intranet - Not available QA Monitoring - Nil Less help / guidance delivered to the Children Less cases resolved Reach to the vision of Child Line minimal 4
  • Child Help Line Solution Main Databases:  Child  Parent  Caller  Case Reference Databases:  Government Functions  Police / NGOs  Community Based Organizations BUILD Operate TransferCreate the call centre Design the process flow Train the Child Line StaffBuild by infra-structure, tech capacity & CRM Do required Operational Re-Engineering Mentor & Stabilize OperationsBring in tech expertise to stabilize Analyze data & report improvement opportunities Transfer knowledge sharing making Best practice sharing & effective implementation Child Line self sufficient 5
  • The CHANGE AFTER THE ICT UPGRADE  Calls received - Close to 30,000  Calls To be handled - All Calls  Resolved Cases - 90% of cases opened  Not Attended - Less than 2% due to Abandons  Network Connectivity - High ( Fiber Connected)  Data Management - Formalized with Knowledge Base  CRM - Robust case based  Report generation - More than 60 customized reports  Computers - 30 systems  Phones - SIP enabled VOIP Phones  Call Recordings - 100% calls recorded  Servers - 1 HP high end server  Intranet - Available  QA Monitoring - Separate Intranet Portal 100% reach to the call centre for every child Accurate help / guidance provided to the Children Attempt to resolve all cases Aim to attain the vision of Child Line minimal 6
  • Child Help Line Solution - Advantages  High end CRM with step by step process flow followed details (customized for Child Help Lines)  Integrated Case Management System for  Help Line (Voice)  Text Support  Chat Support  Automatic Caller Identification, Recording of calls & Historic data linking  Reference Database for quick help  Supervisor “Inbox” Management like Outlook  Daily attendance tracking system thru CRM for all staff  Real Time Reporting with infinite Reports  Robust Quality Management System with Offline Streaming  Hand holding on Operations for a year  VOIP enabled technology with low cost investments 7
  • SAVE THE CHILD - Model at-a-glance Data Access thru System System based Assistance Single Point of Contact with Maternal Women Help LineMultiple Layers of Human Support Technology to Key Driver - Monitor & Execute Policies (Inter Communicated Network) assist (Virtual supporter) 8
  • SAVE THE CHILD - Call on Emergency – IVR Process Emergency Multiple Layers of Human Support (Inter Communicated Network) Can be a separateDatabase connected to a NEW TOOL like Google MAP IDENTIFIER (a product)  Data Collection of Contacts to be helped by Government Depts  Tools to include option to change contact details by ADMINISTRATOR (or) BACKEND Team  Users / Contacts can send email request for data change 9
  • Some of our Work Child Help Line in Africa Kenya  Child Help Line Solution Executed as CSR  Project Completed – In execution for more than 1 year now Kenya – Ministry of Gender & Women  Development of Child Protection Case Management Database & Management Information System  Project Completed – Phase 2 request in progress with ministry / UNICEF Zambia  Child Help Line Solution Executed  Project Completed – In execution for more than 3 Months now Ethiopia  Consultancy on setting up the Go To Citizen engagement on Child, Women & Youth Help Line System Project in Discussion phase at the below countries :  Guinea Conakry / Senegal / Ghana / Zimbabwe / Uganda / Malawi 10
  • My motive of being here Contribute through my experience to the African Help Lines Share my experience / knowledge on effectively running Help Line programs. Experience in IT Solutions Learn from the experts on “What’s new” Find out how Techno Brain can help CHI / Other Helplines in scaling up 11
  • Object MY LAPTOP ( My knowledge Mentor)  Creative / Helps you INNOVATE  Research Oriented  Doesn’t complaint when you stretch  More specially “Why are I here” ??????? 12