Aegis Insight Newsletter Vol. 3 - Diverse engagement models, experience the ease of doing business

1. Case in Point Global Footprint
Enriching Customer Experience Through
“Service Excellence”
THE CLIENT over the switchboard and parts channel that dealt with case
Among the most trusted and top selling brands globally, Toyota management of parts-related queries. This allowed for a relevant
has been the leading automotive company in South Africa for the and efficient information channel and resulted in a streamlined
last few decades. The company has been consistently ranked customer services process. Another key component of Aegis’s
among the top three for customer satisfaction and is committed solution was the creation of an outbound contact center to
Diverse Engagement Models
to continuous improvements in everything it does, while assist the Toyota marketing department in delivering quality and
constantly scaling new heights with breakthrough products and consistent customer service. This strategy also ensured that the
impeccable services. entire dealership network was integrated with the customer
service process, resulting in a consistent customer experience.
CUSTOMER CHALLENGES
As part of its “Service Excellence” strategy, Toyota decided to RESULTS
By aligning Toyota’s customer services strategies with its
Experience the ease of doing business
focus on that part of the value chain closest to customers – the
dealer network. By enhancing efficient and open communication business processes, Aegis helped the company make a
channels between itself and its dealers and customers, Toyota significant impact on the end-customer experience. With
could create greater visibility and develop a better understanding increased levels of motivation among the customer service
of its customers. This in turn would enable the company to take center staff and reduced attrition rates, the dealer channels are
steps towards enriching customer experience. now able to increase first call resolutions and drive speedy case
A snapshot of Aegis services
CORPORATE HEADQUARTERS Contact Information
Customer Management Services Dealer Management Services Aegis Limited India : +91 124 6796666
• Customer service and complaints • Parts information and case management Essar House Philippines : +63 2885 8000
management of part related queries 11 K.K. Marg, Mahalaxmi +27 11 461 9154
• Case management of complaints • Dealer assistance channel implemented
South Africa :
Mumbai – 400 034
• Management channel for priority cases UK : + 44 207 408 8701
INDIA
US & Costa Rica: +1 877 892 3447
Copyright 2009, Aegis Limited. All rights reserved
Phone: +91-22-6660 1100 Australia : +61 3 9256 5000
Call Center Management Services
Fax: +91-22-2495 4490 Kenya : + 254 750 1026 78
• Takeover of the organization's national contact center
• Outbound calling to assist the marketing department Sri Lanka : +94 114 810 001
New Zealand : +64 9 302 1730
Email : info@aegisglobal.com
AEGIS SOLUTION closures. With many main processes streamlined and
With its extensive experience in supporting the automotive re-engineered based on feedback, there has been a marked
industry and managing customer service for leading motor improvement and increased efficiency in customer services. Do write in with your feedback on Insight to info@aegisglobal.com
brands, Aegis had a suite of tailored solutions for the industry Toyota’s processes have been clearly demarked and there are
that was designed for flexibility and ease of integration with now inbuilt standards to consistently measure adherence to
existing CRM processes. Thus, Toyota found in Aegis the ideal processes, thus enabling full productivity and consistent levels of
partner to manage its customer services. services.
After a study of the situation, the Aegis team deduced that the Aegis’s solution helped Toyota derive a broad range of benefits:
integration and consolidation of all the customer touch points ◆ Improved overall customer service
had to be carried out to enable Toyota to build its CRM platform ◆ Consistent customer experience at all touch points
and support its “Service Excellence” strategy. Toyota’s four ◆ Effective and efficient communication flow between
regional customer service centers were hence consolidated into concerned stakeholders
Vol. 3 April 2010
a single, virtual center, with the Aegis team taking over Toyota’s ◆ Complete case tracking to closure www.aegisglobal.com
in-house national contact center for management of customer ◆ Reduced customer support costs
service and complaints and supplementing it with a special ◆ Improved relationships with the dealers
management contact center for priority cases. Aegis also took
5

2. Aegis Speak Buzz Factor Think Tank
Location Decisions for- Outsourcers
Engagement Models Trends and
Takeaways
Industry Buzz Aegis Buzz
SLAs for successful outsourcing relationships Aegis in Gartner Magic Quadrant
Outsourcing Center studied outsourcing relationships of Aegis has been included in the Gartner Magic Quadrant for CRM John Willmott is one of the founders of NelsonHall and has been CEO since its inception in 1998. John has
Dear Customer,
companies who applied for the 2009 Outsourcing Excellence Contact Center BPOs for North America, in a report published in covered the BPO market since 1992 and has led more than a hundred assessments of BPO
organizations. John has over 20 years' experience in the services sector, principally in strategic marketing
Awards. Some of the best practices identified include: aligning December 2009 by Gartner.
I am delighted to introduce to you the third issue of our newsletter Insight. The challenging economic scenario that roles. Previously, John held senior positions with suppliers and research agencies in Europe and in the
SLAs with a gain sharing mechanism, establishing SLAs to U.S.A. John is an MA from Cambridge University and an MBA from Manchester Business School.
characterized 2009 has altered the way CXOs evaluate outsourcing engagements. Today, leading companies across monitor and measure the relationship aspects of a deal and Gartner’s inclusion criteria include demonstrating revenue derived
the globe are exploring engagement models that help them optimize business outcomes. In this issue of Insight, we contractual enablement of periodic review of SLAs. The study also from clients in North America, minimum revenue of $350 million
examine outsourcing engagement models in detail. established that majority of buyers found that incentives are more and a minimum of 20,000 CRM contact center BPO
effective than penalties in motivating service providers to achieve full-time-equivalent (FTE) agents. Companies considered for this
As the BPO industry matures, what changes have Can providing a wide choice of engagement
business objectives. This was especially true in situations where Magic Quadrant also have to demonstrate a blend of business,
In the Think Tank section, John Willmott, founder and CEO of Nelson-Hall, shares his thoughts on trends in you seen in the way a buyer engages with the models differentiate a service provider?
timing was crucial. organizational, industry, technical, and project management
engagement models and implications for buyers and service providers. outsourcing service provider? The service provider is definitely at an advantage if it is able to
expertise and an aptitude for innovation.
Source: Outsourcing Center’s Findings “Winning Moves in Structuring and Modifying With growing maturity, there is clearly a focus on going beyond provide a choice of models. At the same time, one needs to be
SLAs in Outsourcing Relationships”
cost reduction and looking for more business benefits. Broader cautious in presenting the choices to a prospective buyer in order
Based on our experiences, Aegis has built its business engagement models around three factors that are critical to the Aegis Sales Representative wins Toyota Yaris
engagements are in the offing, and this has implications on the not to overwhelm the latter. Thus, the service provider must do a
success of our customers: The 2009 Supply Management BPO Landscape for Stellar Performance Record
governance model as well as the quality of client involvement. careful analysis of the prospect’s maturity and readiness levels
◆ An entrepreneurial vein in the company that fosters risk-sharing with the customer The global supply management business process outsourcing In a contest conducted by Aegis with support from a major
and accordingly recommend the apt models.
◆ Domain experts who understand the customer’s business thoroughly and are therefore able to tailor engagement market grew 30% in one year, driven by offshore-supported healthcare client, sales representative Darthaelious Parker, from
With respect to governance, the nature of SLAs is also evolving
delivery. From 30% three years ago, to 72% in 2009, the share of the Irving Service Delivery Centre, emerged as the winner.
models to best suit the customer’s needs from the measurement of tactical and transactional outcomes to
procurement and strategic sourcing services delivered from India Darthaelious had the highest sales performance record and
◆ Global delivery capabilities that helps the customer pick a location best aligned with their requirements strategic areas such as ideas tabled or ROI through the changes
has grown significantly. The growth will be sustained if service quality scores among 700 agents from Aegis Service Delivery
implemented.
providers introduce significant process and technology Centers in Irving, Texas, and Sierra Vista, Arizona who participated
Increased Maturity in
Be it the Spirit Airlines engagement, featured in the previous edition's Case in enhancements to the early adopters to help them optimize their in the contest. BPO Industry
Buyers also now expect service providers to be more flexible and
Point or our relationship with Toyota South Africa, Aegis has demonstrated delivery. • Broader Engagements
handle more variability in volumes. There is also a growing trend
its ability to tailor its engagement approach to best suit our customer’s Aegis forays into academia with the Institute of
Source: AMR Research Report “The 2009 Supply Management BPO Landscape: towards transactional pricing from FTE based models.
needs. In this issue, we spotlight Toyota South Africa’s positive Short-Term Body-Shopping Trumps Business Transformation” Customer Experience Management
Aegis limited forays into a new division, Aegis Academy, with
experiences where Aegis aligned customer service strategy with business IAOP’s trends for 2010 What are the most common pricing/engagement
mission to promote and enhance the culture of
processes. In 2010, companies will look at outsourcing for innovation and models in the global BPO industry today? Please Beyond Cost Reduction -
customer-centricity. It will equip students who wish to be
flexibility in addition to cost savings. One of the top ten trends will can you elaborate on the applicability of the most Business Benefits
engaged in the services sector with the right mind set, skill set,
commonly encountered models today? • Service Providers need
Also in this issue is the Buzz Factor section, which brings you the latest be the rise of delivery locations in Central and South America, and knowledge / processes. This structured and focused
Despite the talk around newer engagement models, T&M to analyze client context
marking a shift from locations such as China. experienced based learning will enable them to contribute better
happenings in the industry and at Aegis.
continues to find favour as buyers are quite comfortable with this
Source: Year-end Predictions for 2010 by IAOP
towards maximizing of customer life time value and profits.
model and it is still the best option when the process being
We hope you enjoy reading this issue as much as we did putting it together outsourced has not been benchmarked. In a more stable
for you. relationship, per transaction pricing is common. Such a pricing
Awards model is also well suited for back office processing like accounts
Governance Model
payable, for example. On the other hand, in customer lifecycle Nature of Client Involvement
services, there is a move away from metrics such as average call
Recognized by the International handling time to bonuses linked to customer retention, • Change in nature of SLAs
Best Employer Brand (BPO) • Risk/reward pricing
Association of Outsourcing
2009-10 by the Employer Branding cross-selling or up-selling.
Professionals® in the leaders models
Institute in recognition of Aegis’ HR
category in the 2010 Global
best practices.
Lance Rosenzweig Outsourcing 100® Risk/reward models, most apt in outsourcing selling situations, are
CEO – Business Development Group also being discussed. Risk/reward models can work when the
customer-provider relationship is deep, and the service provider
Aegis Limited is awarded with the not only exhibits an overall industry understanding but also a
MVP quality award by Technology through grasp of the customer’s own business. Only in such a
Aegis associates with Dun and
Marketing Corporation’s Customer scenario will the benefits for the customer transcend cost
Bradstreet in launching D&B India’s
Interaction Solutions Magazine for
‘Top ITeS and BPO companies reduction and cover areas such as service improvement and
demonstrating the utmost
2009’.
commitment to quality, excellence innovation. John Wilmott can be contacted on info@aegisglobal.com
and customer service
2 3 4

3. Aegis Speak Buzz Factor Think Tank
Location Decisions for- Outsourcers
Engagement Models Trends and
Takeaways
Industry Buzz Aegis Buzz
SLAs for successful outsourcing relationships Aegis in Gartner Magic Quadrant
Outsourcing Center studied outsourcing relationships of Aegis has been included in the Gartner Magic Quadrant for CRM John Willmott is one of the founders of NelsonHall and has been CEO since its inception in 1998. John has
Dear Customer,
companies who applied for the 2009 Outsourcing Excellence Contact Center BPOs for North America, in a report published in covered the BPO market since 1992 and has led more than a hundred assessments of BPO
organizations. John has over 20 years' experience in the services sector, principally in strategic marketing
Awards. Some of the best practices identified include: aligning December 2009 by Gartner.
I am delighted to introduce to you the third issue of our newsletter Insight. The challenging economic scenario that roles. Previously, John held senior positions with suppliers and research agencies in Europe and in the
SLAs with a gain sharing mechanism, establishing SLAs to U.S.A. John is an MA from Cambridge University and an MBA from Manchester Business School.
characterized 2009 has altered the way CXOs evaluate outsourcing engagements. Today, leading companies across monitor and measure the relationship aspects of a deal and Gartner’s inclusion criteria include demonstrating revenue derived
the globe are exploring engagement models that help them optimize business outcomes. In this issue of Insight, we contractual enablement of periodic review of SLAs. The study also from clients in North America, minimum revenue of $350 million
examine outsourcing engagement models in detail. established that majority of buyers found that incentives are more and a minimum of 20,000 CRM contact center BPO
effective than penalties in motivating service providers to achieve full-time-equivalent (FTE) agents. Companies considered for this
As the BPO industry matures, what changes have Can providing a wide choice of engagement
business objectives. This was especially true in situations where Magic Quadrant also have to demonstrate a blend of business,
In the Think Tank section, John Willmott, founder and CEO of Nelson-Hall, shares his thoughts on trends in you seen in the way a buyer engages with the models differentiate a service provider?
timing was crucial. organizational, industry, technical, and project management
engagement models and implications for buyers and service providers. outsourcing service provider? The service provider is definitely at an advantage if it is able to
expertise and an aptitude for innovation.
Source: Outsourcing Center’s Findings “Winning Moves in Structuring and Modifying With growing maturity, there is clearly a focus on going beyond provide a choice of models. At the same time, one needs to be
SLAs in Outsourcing Relationships”
cost reduction and looking for more business benefits. Broader cautious in presenting the choices to a prospective buyer in order
Based on our experiences, Aegis has built its business engagement models around three factors that are critical to the Aegis Sales Representative wins Toyota Yaris
engagements are in the offing, and this has implications on the not to overwhelm the latter. Thus, the service provider must do a
success of our customers: The 2009 Supply Management BPO Landscape for Stellar Performance Record
governance model as well as the quality of client involvement. careful analysis of the prospect’s maturity and readiness levels
◆ An entrepreneurial vein in the company that fosters risk-sharing with the customer The global supply management business process outsourcing In a contest conducted by Aegis with support from a major
and accordingly recommend the apt models.
◆ Domain experts who understand the customer’s business thoroughly and are therefore able to tailor engagement market grew 30% in one year, driven by offshore-supported healthcare client, sales representative Darthaelious Parker, from
With respect to governance, the nature of SLAs is also evolving
delivery. From 30% three years ago, to 72% in 2009, the share of the Irving Service Delivery Centre, emerged as the winner.
models to best suit the customer’s needs from the measurement of tactical and transactional outcomes to
procurement and strategic sourcing services delivered from India Darthaelious had the highest sales performance record and
◆ Global delivery capabilities that helps the customer pick a location best aligned with their requirements strategic areas such as ideas tabled or ROI through the changes
has grown significantly. The growth will be sustained if service quality scores among 700 agents from Aegis Service Delivery
implemented.
providers introduce significant process and technology Centers in Irving, Texas, and Sierra Vista, Arizona who participated
Increased Maturity in
Be it the Spirit Airlines engagement, featured in the previous edition's Case in enhancements to the early adopters to help them optimize their in the contest. BPO Industry
Buyers also now expect service providers to be more flexible and
Point or our relationship with Toyota South Africa, Aegis has demonstrated delivery. • Broader Engagements
handle more variability in volumes. There is also a growing trend
its ability to tailor its engagement approach to best suit our customer’s Aegis forays into academia with the Institute of
Source: AMR Research Report “The 2009 Supply Management BPO Landscape: towards transactional pricing from FTE based models.
needs. In this issue, we spotlight Toyota South Africa’s positive Short-Term Body-Shopping Trumps Business Transformation” Customer Experience Management
Aegis limited forays into a new division, Aegis Academy, with
experiences where Aegis aligned customer service strategy with business IAOP’s trends for 2010 What are the most common pricing/engagement
mission to promote and enhance the culture of
processes. In 2010, companies will look at outsourcing for innovation and models in the global BPO industry today? Please Beyond Cost Reduction -
customer-centricity. It will equip students who wish to be
flexibility in addition to cost savings. One of the top ten trends will can you elaborate on the applicability of the most Business Benefits
engaged in the services sector with the right mind set, skill set,
commonly encountered models today? • Service Providers need
Also in this issue is the Buzz Factor section, which brings you the latest be the rise of delivery locations in Central and South America, and knowledge / processes. This structured and focused
Despite the talk around newer engagement models, T&M to analyze client context
marking a shift from locations such as China. experienced based learning will enable them to contribute better
happenings in the industry and at Aegis.
continues to find favour as buyers are quite comfortable with this
Source: Year-end Predictions for 2010 by IAOP
towards maximizing of customer life time value and profits.
model and it is still the best option when the process being
We hope you enjoy reading this issue as much as we did putting it together outsourced has not been benchmarked. In a more stable
for you. relationship, per transaction pricing is common. Such a pricing
Awards model is also well suited for back office processing like accounts
Governance Model
payable, for example. On the other hand, in customer lifecycle Nature of Client Involvement
services, there is a move away from metrics such as average call
Recognized by the International handling time to bonuses linked to customer retention, • Change in nature of SLAs
Best Employer Brand (BPO) • Risk/reward pricing
Association of Outsourcing
2009-10 by the Employer Branding cross-selling or up-selling.
Professionals® in the leaders models
Institute in recognition of Aegis’ HR
category in the 2010 Global
best practices.
Lance Rosenzweig Outsourcing 100® Risk/reward models, most apt in outsourcing selling situations, are
CEO – Business Development Group also being discussed. Risk/reward models can work when the
customer-provider relationship is deep, and the service provider
Aegis Limited is awarded with the not only exhibits an overall industry understanding but also a
MVP quality award by Technology through grasp of the customer’s own business. Only in such a
Aegis associates with Dun and
Marketing Corporation’s Customer scenario will the benefits for the customer transcend cost
Bradstreet in launching D&B India’s
Interaction Solutions Magazine for
‘Top ITeS and BPO companies reduction and cover areas such as service improvement and
demonstrating the utmost
2009’.
commitment to quality, excellence innovation. John Wilmott can be contacted on info@aegisglobal.com
and customer service
2 3 4

4. Aegis Speak Buzz Factor Think Tank
Location Decisions for- Outsourcers
Engagement Models Trends and
Takeaways
Industry Buzz Aegis Buzz
SLAs for successful outsourcing relationships Aegis in Gartner Magic Quadrant
Outsourcing Center studied outsourcing relationships of Aegis has been included in the Gartner Magic Quadrant for CRM John Willmott is one of the founders of NelsonHall and has been CEO since its inception in 1998. John has
Dear Customer,
companies who applied for the 2009 Outsourcing Excellence Contact Center BPOs for North America, in a report published in covered the BPO market since 1992 and has led more than a hundred assessments of BPO
organizations. John has over 20 years' experience in the services sector, principally in strategic marketing
Awards. Some of the best practices identified include: aligning December 2009 by Gartner.
I am delighted to introduce to you the third issue of our newsletter Insight. The challenging economic scenario that roles. Previously, John held senior positions with suppliers and research agencies in Europe and in the
SLAs with a gain sharing mechanism, establishing SLAs to U.S.A. John is an MA from Cambridge University and an MBA from Manchester Business School.
characterized 2009 has altered the way CXOs evaluate outsourcing engagements. Today, leading companies across monitor and measure the relationship aspects of a deal and Gartner’s inclusion criteria include demonstrating revenue derived
the globe are exploring engagement models that help them optimize business outcomes. In this issue of Insight, we contractual enablement of periodic review of SLAs. The study also from clients in North America, minimum revenue of $350 million
examine outsourcing engagement models in detail. established that majority of buyers found that incentives are more and a minimum of 20,000 CRM contact center BPO
effective than penalties in motivating service providers to achieve full-time-equivalent (FTE) agents. Companies considered for this
As the BPO industry matures, what changes have Can providing a wide choice of engagement
business objectives. This was especially true in situations where Magic Quadrant also have to demonstrate a blend of business,
In the Think Tank section, John Willmott, founder and CEO of Nelson-Hall, shares his thoughts on trends in you seen in the way a buyer engages with the models differentiate a service provider?
timing was crucial. organizational, industry, technical, and project management
engagement models and implications for buyers and service providers. outsourcing service provider? The service provider is definitely at an advantage if it is able to
expertise and an aptitude for innovation.
Source: Outsourcing Center’s Findings “Winning Moves in Structuring and Modifying With growing maturity, there is clearly a focus on going beyond provide a choice of models. At the same time, one needs to be
SLAs in Outsourcing Relationships”
cost reduction and looking for more business benefits. Broader cautious in presenting the choices to a prospective buyer in order
Based on our experiences, Aegis has built its business engagement models around three factors that are critical to the Aegis Sales Representative wins Toyota Yaris
engagements are in the offing, and this has implications on the not to overwhelm the latter. Thus, the service provider must do a
success of our customers: The 2009 Supply Management BPO Landscape for Stellar Performance Record
governance model as well as the quality of client involvement. careful analysis of the prospect’s maturity and readiness levels
◆ An entrepreneurial vein in the company that fosters risk-sharing with the customer The global supply management business process outsourcing In a contest conducted by Aegis with support from a major
and accordingly recommend the apt models.
◆ Domain experts who understand the customer’s business thoroughly and are therefore able to tailor engagement market grew 30% in one year, driven by offshore-supported healthcare client, sales representative Darthaelious Parker, from
With respect to governance, the nature of SLAs is also evolving
delivery. From 30% three years ago, to 72% in 2009, the share of the Irving Service Delivery Centre, emerged as the winner.
models to best suit the customer’s needs from the measurement of tactical and transactional outcomes to
procurement and strategic sourcing services delivered from India Darthaelious had the highest sales performance record and
◆ Global delivery capabilities that helps the customer pick a location best aligned with their requirements strategic areas such as ideas tabled or ROI through the changes
has grown significantly. The growth will be sustained if service quality scores among 700 agents from Aegis Service Delivery
implemented.
providers introduce significant process and technology Centers in Irving, Texas, and Sierra Vista, Arizona who participated
Increased Maturity in
Be it the Spirit Airlines engagement, featured in the previous edition's Case in enhancements to the early adopters to help them optimize their in the contest. BPO Industry
Buyers also now expect service providers to be more flexible and
Point or our relationship with Toyota South Africa, Aegis has demonstrated delivery. • Broader Engagements
handle more variability in volumes. There is also a growing trend
its ability to tailor its engagement approach to best suit our customer’s Aegis forays into academia with the Institute of
Source: AMR Research Report “The 2009 Supply Management BPO Landscape: towards transactional pricing from FTE based models.
needs. In this issue, we spotlight Toyota South Africa’s positive Short-Term Body-Shopping Trumps Business Transformation” Customer Experience Management
Aegis limited forays into a new division, Aegis Academy, with
experiences where Aegis aligned customer service strategy with business IAOP’s trends for 2010 What are the most common pricing/engagement
mission to promote and enhance the culture of
processes. In 2010, companies will look at outsourcing for innovation and models in the global BPO industry today? Please Beyond Cost Reduction -
customer-centricity. It will equip students who wish to be
flexibility in addition to cost savings. One of the top ten trends will can you elaborate on the applicability of the most Business Benefits
engaged in the services sector with the right mind set, skill set,
commonly encountered models today? • Service Providers need
Also in this issue is the Buzz Factor section, which brings you the latest be the rise of delivery locations in Central and South America, and knowledge / processes. This structured and focused
Despite the talk around newer engagement models, T&M to analyze client context
marking a shift from locations such as China. experienced based learning will enable them to contribute better
happenings in the industry and at Aegis.
continues to find favour as buyers are quite comfortable with this
Source: Year-end Predictions for 2010 by IAOP
towards maximizing of customer life time value and profits.
model and it is still the best option when the process being
We hope you enjoy reading this issue as much as we did putting it together outsourced has not been benchmarked. In a more stable
for you. relationship, per transaction pricing is common. Such a pricing
Awards model is also well suited for back office processing like accounts
Governance Model
payable, for example. On the other hand, in customer lifecycle Nature of Client Involvement
services, there is a move away from metrics such as average call
Recognized by the International handling time to bonuses linked to customer retention, • Change in nature of SLAs
Best Employer Brand (BPO) • Risk/reward pricing
Association of Outsourcing
2009-10 by the Employer Branding cross-selling or up-selling.
Professionals® in the leaders models
Institute in recognition of Aegis’ HR
category in the 2010 Global
best practices.
Lance Rosenzweig Outsourcing 100® Risk/reward models, most apt in outsourcing selling situations, are
CEO – Business Development Group also being discussed. Risk/reward models can work when the
customer-provider relationship is deep, and the service provider
Aegis Limited is awarded with the not only exhibits an overall industry understanding but also a
MVP quality award by Technology through grasp of the customer’s own business. Only in such a
Aegis associates with Dun and
Marketing Corporation’s Customer scenario will the benefits for the customer transcend cost
Bradstreet in launching D&B India’s
Interaction Solutions Magazine for
‘Top ITeS and BPO companies reduction and cover areas such as service improvement and
demonstrating the utmost
2009’.
commitment to quality, excellence innovation. John Wilmott can be contacted on info@aegisglobal.com
and customer service
2 3 4