1 Terminal Networks Development & Support. 2 1.Short Historical Summary 2.Holding Structure 3.Profile 4.Our Resources 4.1. Federal Coverage Map 4.2. Service.

1

Terminal Networks Development & Support

2

1. Short Historical Summary2. Holding Structure3. Profile

4. Our Resources4.1. Federal Coverage Map 4.2. Service Management System4.3. Staff Competence

5. Services Delivered6. Professional Services7. New Projects8. Additional Equipment9. Key Customers10. Partners

HENDZ holding:Terminal Networks Development & Support

Con

tent

3

1.

Ste

ps o

f D

evel

opm

ent

Short Historical Summary

2003 Foundation of a company «G-Tek» 2006 Foundation of a company-partner«АТМ – Project» 2007 Merge of «АТМ-Project» and «G-Tek» and

foundation of a company «Russian Service Company» (RSC) – official service partner of NCR

2010 Foundation of a company HENDZ Holding (HH). RSC joins HH. Re-branding RSC in HENDZ service – the executive company of service delivery for the

Customers

4

2.

HE

ND

Z –

Im

port

ance

of

Eac

h E

lem

ent

Holding Structure

JSC «Hendz Holding»

«Hendz Service» Ltd.

«Hendz Sales» Ltd.

«Euroavto» Ltd.

Project Management Support of other companies: IT, HR, PR, accounting, legal, etc. Certification, vendor’s communication

Customer’s support Call Center management Technical staff management Service quality control Spare parts logistics management

Sales of solutions and services Account management, partner’s management Marketing

Operational leasing of automobile fleet Rental contracts management Company’s fleet management incl. service cars

5

3.

HE

ND

Z H

oldi

ng –

Rus

sian

Mar

ket

Lead

er o

f T

erm

inal

Net

wor

k S

uppo

rt

Profile

Complex technical support and development of multi-vendor terminal networks

Acquiring networks: ATM’s and POS – terminalsSelf-service terminals: payment terminals, info-kiosks, ticket-

kiosks

HENDZ Holding support 27.000+ ATM’s & other terminals and 20.000+ POS-terminals of various vendors

Using «one window» approach HH provides entire cycle of terminal network building from delivery and installation till complex management of terminal network

Major principles of HENDZ’s Team – long-term partner-ship, professional approach, result orientation

6

4.

HE

ND

Z –

Her

e &

Now

Resources

Federal service coverage > 700 city’s and towns service territory 150 city’s and towns of direct presence 7 regional branches- Moscow – Moscow + Moscow region, Central Russia- S-Petersburg – North-West region- Samara – Volga region, Urals- Kemerovo – Siberia, North region- Rostov-on-Don – South-West region- Krasnodar – North Caucasus- Khabarovsk – Far East

Qualified staff 400 + customer service engineers (CE) Specialization: FLM / SLM / POS / INST Each engineer equipped with Personal Part Kits Each engineer equipped with auto GPS tracking

Being in close connection to the vendors our service team constantly perfects itself, upgrades its skills in new equipment and software

Infrastructure

7

4.1.

HE

ND

Z –

Her

e &

Now

Central Moscow Branch

SouthernRostov-on-Don

Branch

North - WestSPb Branch

Volga region, UralsSamara Branch

SiberiaKemerovo Branch

Far EastKhabarovsk Branch

Resources: Federal Coverage Map

Moscow

North Caucasus Krasnodar Branch

8

4.2.

Ser

vice

Man

agem

ent

Too

ls

Resources: Service Management System

Incident – Management Incoming calls registration. Receipt confirmation / calls’ status changing

notifications via SMS or e-mails in “auto mode” Calls registration by the Customer into HH Service Desk via web – interface Calls management in 7 х 24 х 365 mode Acquiring network remote monitoring, “self-making decision” towards the

failure cases

Logistics Management Personal Parts Kits (PPK) profiles management PPKs fill rate / load rate management HH Logistics system is integrated to the parts suppliers’ systems – high

efficiency of parts management

Service Level management Escalation process while call is out-of-time Monitoring system of “re-calls” within 3 months period for each ATM Service reports in different scales

The Processes

HE

ND

Z –

ens

ure

high

leve

l of

com

pete

nce

Resources: Staff Competence

HENDZ home page allows to access into:

1)Hendz Social – Q&A, sharing best practice and documents, creative ideas / suggestions2)Hendz Learning – Knowledge data base with training courses, tech docs, video instructions 3)Hendz WebCast – On-line resource for interactive web seminars

4.3.

10

HE

ND

Z a

ctiv

ities

Services Delivered

Technical SupportFirst Line MaintenanceIncidents resolve without parts usage. Primary diagnosticsSecond Line MaintenanceIncidents resolve with parts usage and special diagnostic tools

Achieving the shortest resolution time – up to 4 hrs, in 24х7х365 mode

Operational SupportAll the services that are not affected to network

functionality – the “On Demand service” Additional Services

Acquiring network monitoring;“One window” Contact Centre for the Customer’s

departments and other subcontractors

Classification

5.

HE

ND

Z –

at

the

fore

fron

t

6.Projects support

Engineering solutions – development and supply Project management – initiation, analysis, support SW solutions – development and supply System integration – linking together different computing

systems and software applications to act as a coordinated whole SSD software - development and supporting multivendor

software for SSD in cooperation with the KALignite company

Multivendor ATM Software

Multivendor software that runs on any ATM brand KALignite supports 40 ATM manufacturers and hundreds of

model types KALignite software supports an extensive range of hardware

capabilities including coin and cash recycling, contactless cards and EMV providing unsurpassed hardware independence

Professional Services

12

HE

ND

Z –

inno

vativ

e ar

ea o

f de

velo

pmen

t

Introducing the RTM

New projects

The RTM is a Retail Teller Machine. It works just like an ATM, but without cash inside

Instead of dispensing cash, the RTM prints a secure voucher that is exchanged for cash at the retail counter

RTMs can be found inside retail locations and Banks, providing the full range of banking services

The shop owner will have less trips to deposit cash to the bank, and less cash is held in the shop

The retailer can buy RTM and take a share of any transaction revenue. Bank can have business without ownership RTM

7.HENDZ announce new business approach for branch and branchless banking

13

HE

ND

Z –

kee

ping

AT

Ms

secu

re

Security solutions

Active antiskimming defence•Plug & Play system (20 mins for installation)•High quality (<1% failures for 3000 installed devices)•Reasonable price

Antivirus for ATMs•Created specially for ATM•Threat monitoring •Compatible with all OS•Corresponding PCI-DSS

Security camera•Remote file management and settings•Secure file transmission•Automatic archivation•Corresponding PCI-DSS

Additional Equipment8.

14

Per

fect

Cho

ice

Key Customers 9. Full range of outsourcing: FLM / SLM / INST / Moving Multi-vendor service support of SSD (NCR, WN, Diebold, ITT, DORS) Multi-vendor service support of POS-terminals (Verifone, Ingenico)

Acquiring network support of 5 Sberbank Branches

15

Rel

iabl

e P

artn

ersh

ip

Partners

10.

KAL Multivendor ATM Software / RTM vendor (UK, Scotland)

Diebold Diebold ATM’s vendor

Delta – System Nautilus Hyosung authorized representative office (ATM’s, terminals, recycling systems) (Russia)

Europeum OKI ATM’s (Russia)

BS/2 Security and videomonitoring, ATM’s safe management (Lithuania)

OBERTHUR CASH PROTECTION

Intelligent cash protection systems and solutions for the Cash-In-Transit, ATM & Retail markets (France)

EuroTechZam S.A. Multi-vendor ATM parts supply and refurbishment (Spain)

TestLink Global expert in ATM’s parts supply and refurbishment (UK)

ATMDesk GmBH Diagnostic Expert’s Software (Germany)

ContactsTel.: + 7 (495) 969 2090Fax: + 7 (495) 665 3432E-mail: info@hendz.ruwww.hendz.ru

Con

tact

s