Smartlink Network Systems Ltd Company Profile

1. Corporate Presentation
By
Sabu Chandran
Networking is in our DNA

2. The Smart Advantage
Over two
decades of
Pioneers in
experience in
brining IT
Manufacturing,
Networking to
Sales &
India Excellent Service
First company to Marketing in the
& Support
start local IT Industry
network across
manufacturing India
of IT Networking A company
Products in India known for its
honesty, ethics,
integrity &
Strong Pan-India
Respected by all
Network of
its peers in the
Regional &
Industry
National
Distributors

3. Smartlink Network Systems Ltd.
Smartlink Network Systems Ltd, is one of
India’s leading networking companies
offering an integrated value proposition
that includes design and development,
manufacturing, sales and marketing, and
service and support.
The Company has a robust product
portfolio and a nationwide reach through
its network of national and regional distributors, resellers and system integrators.

4. Our Vision, Mission & Values
Vision
To be a leading player in the Digitally Connected World , by offering a complete value
proposition from product design to customer delight
Mission
• To facilitate our customers growth in their business through our best in class product &
service offerings.
• To encompass technological foresight with focused leadership.
• To create a trustworthy environment by keeping transparency with internal and
external stakeholders
Values
Innovation
Commitment
People Growth
Customer Delight
Highest Ethics & Integrity

5. 1993 1998 1999
Started the first SMT line set- Initiated a 2nd Manufacturing facility
up at Goa under Smartlink JV for SCS with high-speed SMT line
Network Private Ltd Products built in Goa
Name changed to D-Link India Developed & Manufactured
Pvt Ltd, after entering into a JV SCS Products locally the plant
with D-Link Corp, Taiwan in Goa
1995 1999
Our Journey…

6. 2004 2009
2001
The Company demerged and
erstwhile D-Link (India) Ltd. was
renamed as Smartlink Network
Systems Ltd. with SCS range of
products under brand name
DIGILINK® as focused Business and
Launched SCS the D-Link brand business was
Listed on Range of Products spun off.
NSE & BSE under the brand
Name DIGILINK
Launched DIGICARE service
3rd State of the Art & support, with RMA and
Manufacturing Plant DSD centers across India
built in Goa
2001 2004
Our Journey…

7. 2010
Transferred DIGILINK brand business
To Schneider Electric under a BTA
(Business Transfer Agreement)
Launched DIGISOL®, range of 2011
active networking products in
Converged Communication
Launched DIGILITE™,
a new brand in Motherboards.
2011
Our Journey…

8. Our Management Team
Mr K R Naik Mr Bimal Raj Mr Jangoo Dalal
Executive Chairman CEO Non-Executive Director
BOARD OF DIRECTORS
Mr Pankaj Baliga Mr Pradeep Rane Mr K M Gaonkar Mr RT Krishnan Mr Dattaraj
Salgaonkar

9. Smartlink has been instrumental and a driving
force behind the successful launch & growth of
many MNC brands in India
Today we are building our own truly Indian MNC
brands

10. Our Strengths
Manufacturing Sales, Marketing & Distribution
Manufacturing facilities at Goa –
DIGISOL Converged Communication Solutions
4 State-of-the-art Plants
DIGILITE Motherboards
Self/Contract/EMS/OEM/ODM
DIGICARE Integrated Support & Service More than 2 decades of Experience
RMA- 64 Locations Pan-India In the IT networking field
DSD – Direct Service Support Excellent Network developed over
DTAC – 24x7 Technical Assistance the years

11. DIGISOL Strengths
•Over 150+ product offerings and vast range
•Core Technical Expertise in the Networking Industry
•Nationwide Presence with Experienced Sales team
•Time tested and Loyal Exclusive Distributors across India
•Excellent Infrastructure with own Manufacturing plants
•Over two decades of Manufacturing Experience
•Excellent Service & Support through DIGICARE
•24x7 Tech Call Support
Switching | Broadband Routing | Wireless LAN | Converged Communication | IP Surveillance |VoIP

12. Our Service Brand - DIGICARE
DIGICARE a service division of Smartlink Network Systems Ltd offers after-sale-services.
DIGICARE offer first-rate integrated service and support, which consists of RMA centres,
DIGICARE Technical Assistance Centre (DTAC) and Direct Service Department (DSD).
DIGICARE has evolved most efficient, skilled and professional state of service infrastructure. It
has 64 RMA centers Pan-India
DIGICARE Technical Assistance Centre (DTAC) supports international and domestic customer
support on voice, emails and chat with a wide range of technological skills including level 1, 2,
3 troubleshooting in LAN Adapters, Switches, Routers, Broadband, Wireless Security, VoIP,
Surveillance, Storage, 3G products etc...

13. Our Service Brand - DIGICARE
• DIGICARE is Independent Service Division of “Smartlink Network Systems Limited”
• DIGICARE owned 22 Direct CSCs and 4 Regional Service Hub, 1 CWH in Bangalore,7
DIGICARE partner CSCs and 35 DIGICARE Partner MCSCs.
• Walk in Service facility for 60+ Cities, 17450 Pin codes Collection by courier
collection points, on demand service for 122000 Pin Codes.
• Multi Vender Support and handling 60000nos Products RMA Load per month.
• 95% Local Repairs Level I, Level II and Level III.
• Logistics Support for movements of Customer and Stock Products for PAN India by
Blue Dart and Feedex.
• Real time online CRM systems - SMT and iSMART to handle RMA Services.
• Web Based Online Customer Registration for Products.
• Web Based online Warranty Check and Customer Service Status Check.
• Customer alerts by Mail – Acknowledgement, Ready and Dispatch Update.
• SMS Alerts for Product Repair Ready and Dispatch status.
• Today we are able deliver Service in 3BD -95% Repair TAT in Metros & 7BD – 95%
in Non Metros.
• Re-Exporting and Importing RMA Product for Vender HQ.
• MIS Reports for RMA.
• Dedicated Customer Care Email and Tel. RMA Support
to Customers.
BD – Business day. TAT - Turn Around Time

14. Our Service Brand - DIGICARE
 Coverage : Pan India Presence 60+ locations
 Accessibility: Walk In Centers close to IT Market
Place.
 Neutral Service Provider : Supporting 14 brands.
 Specialization in motherboard repair & return
support
 15 ROHs BGA Machine in 11 Locations:
offering repair & return service
 412+ trained manpower: delivering performing
Ops
 Regional Managers guided by Central team to
ensure faster resolution of the issue or process
ramp.
 Up to L4 repair skills for Mother board and
Networking products.
 Supported by DTAC and Factory.
 Tie up 30+ couriers to ensure last mile courier
service

15. Digicare Service Coverage
DIGICARE Own Centre DIGICARE Collection Centre DIGICARE Collection Centre
1. Bangalore 1. Surat 22. Madurai
2. Bangalore – Electronic City 2. Baroda 23. Kottayam
3. Chennai 3. Nagpur 24. Trivandrum
4. Goa 4. Jammu 25. Varanasi
5. Kolkata – RMA 5. Raipur 26. Trissur
6. Kolkata – RSH 6. Jamshedpur 27. Calicut
7. Mumbai – Santacruz (E) 7. Patna 28. Dehradun
8. Mumbai – Lamington Rd 1 8. Hubli 29. Belgaum
9. Mumbai – Lamington Rd 2 9. Ludhiana 30. Bellary
10. Mumbai – Mahape 10. Ranchi 31. Kolhapur
11. New Delhi – Nehru Place 11. Amritsar 32. Bijapur
12. New Delhi – Okhla 12. Rajkot 33. Devanagere
13. New Delhi – Southex 13. Siliguri 34. Aurangabad
14. Secunderabad 14. Magalore 35. Udaipur
15. Ahmedabad 15. Mysore 36. Dombivali
16. Pune 16. Nashik 37. Thane
17. Cochin 17. Kanpur 38. Bhopal
18. Indore 18. Coimbatore 39. Kannur
19. Bhubaneshwar 19. Vishakapattanam 40. Pondicherry
20. Guwahati 20. Vijayawada 41. Gurgaon
21. Jaipur 21. Agra
22. Lucknow
23. Chandigarh
Centers marked in red have stock storage facility

16. Digicare Service Coverage

17. Digicare Service Coverage
Brand
Type Product Category RMA/ Month
Channel All Active Networking Products 600
Channel Motherboard 600
Channel Motherboard, CPU, Server Boards 20500
Per Month Channel
Motherboard All Active Networking Products
Storage Networking Notebook
400
ODM Motherboard, AIO, Thin Client 2500
55000 39700 12500 1000 500
ODM/Channel Motherboard, VGA, Notebook 4500
% 72% 23% 2% 1%
Channel Motherboard, VGA Cards 600
Contribution
Channel Motherboard, Netbook 1000
Channel Memory Module, Pendrive, Storage Products 8500
STRONIUM
Channel Memory Module, Pendrive, Storage Products 4000
Channel Motherboard 900
ODM Motherboard – HP, Wipro, Zenith, IBM, VXL, 105000
ACER, PCS, LG, HCL

18. Digicare Service Coverage
Service Location TAT Commitment
Metro DIGICARE Locations 3 BD
Non Metro DIGICARE Locations 5 ~ 7 BD
DIGICARE Collection Centre 7 ~ 10 BD
Pick-up and Delivery to Any 7 ~10 BD
Remote Location
BD - Business Day

19. Digicare Resource Pool
RMA Manpower As on Date
Grand Total
Technician
Technician
Office boy
/Support
Software
Engineer
Engineer
Location
Manger
Logistic
Trainee
Trainee
Ahmedabad 2 3 1 1 1 2 10
Bangalore 5 6 4 2 1 6 2 26
Bangalore - Elect 5 16 4 5 18 10 2 60
Bhubaneshwar 1 1 1 2 5
Chandigarh 2 3 1 2 8
Category Count Chennai 7 7 1 1 1 2 19
Cochin 4 11 1 3 6 1 26
Roll 245
Goa 10 3 4 10 5 21 6 59
Guwahati 1 2 3
Contract 34 Indore 1 2 2 1 6
Jaipur 1 3 1 1 6
Kolkata 4 14 5 3 1 6 3 36
Trainee 133
Mumbai -Lamington Road 6 8 1 1 1 4 1 22
Lucknow 2 3 2 1 1 9
Payroll : Temp Mumbai - Mahape 3 1 3 1 4 1 13
Mumbai 10 9 9 2 2 2 2 36
53 : 47 Delhi -Nehru Place 4 6 2 2 5 1 20
Delhi - Okhala 5 1 2 2 2 12
Pune 1 2 1 2 6
Secunderabad 5 1 1 2 4 13
Delhi - Southex 1 2 1 1 1 6 2 14
Grand Total 65 113 40 41 15 96 37 2 409

20. Digicare Support Model
RMA Centers Delhi RMA Centers
Pune / Indore Service Hub Jaipur / Lucknow
Ahmedabad North Region Chandigarh
Mumbai GOA Kolkatta
Service Hub Centralized Service Hub
West Region Service Hub East Region
RMA Centers Bangalore RMA Centers
Chennai / Cochin Service Hub Bhubaneswar,
Seconderabad South Region Guwahati,
GOA – Level IV Repairs, Service Hubs – Level I, II & III Repairs, RMA Centers – Level I & II

21. Integrated Support Services

22. Repair and Testing Tools
BGA Rework & Reballing Stations
ESD SMD Rework Station
ESD Soldering Iron/Station
Digital /Analog Oscilloscope
Test Jigs. Loop Backs
Post Card, Bios Emulator
Antistatic Table Top, Wrist Band
MARTIN Reballing
Temp. Controlled Oven station
Humidity Chambers
X- Ray Machine
Hot Pot DIP Socket Removers
Bar Code Scanner, Printer
DC Power Supply
EPROM Programmer - SPI Tool

23. Service Process
Disti/Reseller/SI
Customer
RMA Registration Unique Call ID/Gin NO#
Inward Entry ACK - Mail
Inward CID- Status to Customer
QC
RMA to Hubs Repair Section Rework
Next Level Repairs Level I, II BGA/SMD Station
Final
QC Ready Info Mail to Customer
RMA Re-export
Vender
Return to Customer
Dispatch Update Mail
Update in Buffer Stock

24. Repairs Yield Process
60% Repair 94% Repair 98% Repair 1-2% Case
Walk In Repair Centre
Central Hub HQ Vender
Centre Regional Hub
BER ?
BER – Beyond Economical Repairs.
Spare Cost > 60% of Product Cost 1 to 2% Case
Scrap the Product under Warranty.
Scrap Process

25. Present RMA iSmart
• Fully Automated Online System to Execute Warranty and Post
Warranty Services to Customer.
• Online Centralized Data Base to Control and Monitor RMA Functions.
• Facility to Register online Complaints and View Product Status on the
Web by typing Serial no.
• All Distributors and Collection centre are given access to System for
RMA Support.
• Online Billing and Payment Collections.
• Tracking the Inventory of Buffer & Spares.
• Failures analysis and Product performance.
• Warranty Tracking and Maintaining Customer Product Service History.
• Online Status by Email and SMS.

26. iSMARTS

27. Service Excellence Glimpse

28. Market Survey Results
CRN Channel Survey 08-09 CRNChannel Survey 09-10
DQ Channel Survey 08-09

29. About Our D-TAC Services
1800-209-3444

30. About Our D-TAC Services
DIGICARE Technical Assistance Centre (D-TAC)
INTERNATIONAL DOMESTIC
D-Link Canada Smartlink Network Systems Ltd.
Voice & Email Support for Retail & Voice & Email Support for All DIGISOL and
Presales Support DIGILITE product consumers in India
D-Link USA
Voice & Email Support for Retail &
Presales Support
IFB Ltd.
Outbound (Sales and Lead Generation)
D-Link North America
Quality Assessment Team for Retail &
Presales Support

31. D-Link North America Process
• D-Link Canada
– Retail Voice & Email Support
– Presales Voice & Email Support
– Quality Assessment Support
• D-Link USA
– Retail Voice (Boxee Box products only) & Email Support
– Presales Voice & Email Support
– Quality Assessment Support

32. About Our D-TAC Services
• Support Type:
– Inbound Process (Voice and Email Support for D-Link North America customers -USA and Canada)
– Global Quality Assessment of DNA vendors
• Language Supported: English only
• Operational Hours: 24X7
• Staff Strength: Total 63
 Level-1: 44 ,
 Level-2: 10 ,
 Global Quality Personnel:4,
 Local Quality Personnel: 2,
 Team Lead Quality: 1,
 Process Lead:1,
 Process Manager: 1,
 Operations/Accounts Manager: 1
• Products Supported: D-Link SOHO and SMB
• Monthly Call/email volume: 15000-16000 calls and 2500-2600 emails
• Daily Call/email Volume: 550-600 calls and 80-85 emails.
• Total no. of shifts: 5.
• Shift duration: 9 hours.
• Shift timings
– Evening : 16:00 to 01:00.
– Evening : 20:00 to 05:00.
– Night : 21:00 to 06:00.
– Evening : 22:00 to 07:00.
– Morning : 07:00 to 16:00.
Break Timings Format ( For all processes)
– Total no. Of breaks: 3.
– Two short breaks 15 min. each.
– One long break 30 mins.( Lunch/Dinner).
– Any other Auxiliary breaks can be given at the discretion of the on-floor supervisor then.

33. Digicare Site Operations
• Support Type:
– Inbound Process (Voice and Email Support for DIGISOL and DIGILITE customers -India
• Language Supported: English only
• Operational Hours: 24X7
• Staff Strength:Total 5
• Products Supported: DIGISOL Retail and Digilite Motherborards
• Monthly Call/email volume: 1500-1600 calls and 250-275 emails
• Daily Call/email Volume: 50-60 calls and 10-15 emails.
• Total no. of shifts: 1.
• Shift duration: 9 hours.
• Shift timings
– Morning : 09:00 to 18:00.
Break Timings Format ( For all processes)
– Total no. Of breaks: 3.
– Two short breaks 15 min. each.
– One long break 30 mins.( Lunch/Dinner).
– Any other Auxiliary breaks can be given at the discretion of the on-floor supervisor then.

34. About Our D-TAC Services
D-TAC is committed to high standards of technical support quality. We take a
holistic approach to Quality and believe that Quality has to be built in technical
support process and not only inspected.
We work on a quality framework to deliver the following:
• Defect Free Processes – Meet Targets as defined by Customer.
• Continuous Improvement – both Quality and Productivity.
• Customer Focused Culture.
• Motivated Employee Environment.
Quality Assurance (QA) is an integral part of process execution. The role of the
Quality Assurance Experts is essentially to maintain and monitor the high levels
of customer service and would have the following responsibilities:
• To monitor and record the Call interactions and Documentation
• To ensure compliance with mutually agreed quality standards and SLAs
• To suggest process improvements
• To arrange for training programs that enhances the skill levels of agents
• To continuously improve the quality standards

35. Quality (Local QA): Methodology & Practices
• Quality Evaluations
• Sampling Rate
• 8 calls daily by each QA
• 5 e-mails daily by each QA
• Evaluation Practices conducted:
• Professional Success Meetings: To promote discussions on call behaviors, teach the
engineer to identify trends in negative behaviors, teach the engineer to link behaviors to
the site metrics and thereby improve overall performance.
• Interactive Parallel Sessions: To track the progress of the engineers Steps to success
• Remote Sessions: To track the consistently of the service delivered by the engineers.
• Supervisory and Team Calibration Sessions: To provide an open discussion of ideas and
opinions on various performance attributes between the supervisors and at times the
engineers in a collaborative forum wherein call flow standards and feedback methods
and delivery are practiced and refined.
• Feedback Practices conducted:
• Situational Feedback: To address any negative behaviors or trends while on call/emails
or during operational hours.
• Professional Development Plan: The exercise is intended towards the overall
development of an individual required on the basis of critical evaluations and
calibrations.
• Follow-ups: Follow-ups to monitor the continual improvement of an individual.

36. Our Capabilities
 Communication Links:
 Multiple service providers like Tata Communications, SIFY, and Reliance with mutually independent
networks to provide communication links on optical fiber network.
 D-TAC uses multiple redundant links for its technical support operations.
 Agent Desktop Technology:
 Deploys the latest IBM and Dell workstations as agent desktops to provide high productivity. The highly
flexible domain configuration allows a workstation to be used by any agent profile during desktop failures
without any loss in productivity.
 Redundant workstations on the operations floor ensure almost zero downtime for agent despite
equipment failures.
 Server Technology:
 Use of highly redundant like Gigabyte and Dell 2950 servers with multiple processors, NICs, RAID
controllers for applications and network services.
 Daily and Weekly backups ensure fast recovery of business services.
 IT Support Availability:
 IT Support based helpdesk system is available on 24x7 basis for Technical Support operations.
 Power Availability:
 D-TAC Goa facility has two Gensets and two UPS systems (40 KVA and 10 KVA) operating in 24x7
redundant mode to support the technical support operations.
 Capability exists to guarantee 99.99% power uptime.
 LAN Systems:
 Top of the line products from D-Link like DFL 2500/DFL 860 are used as firewalls in redundant mode along
with L2/L3 switches like DGS 3450 to provide a secure, robust and redundant LAN backbone.
 End to end CAT6 network enables fully converged high performance network environment.
 Training and Simulation Lab:
 D-TAC maintains customer provided equipment in labs which are used for ongoing agent training and any
complex scenario simulation.

37. Our Team
The Sales Regions
4 Regions and Exports
Service and Support
Supported by
Strong Product Engineering
Manufacturing
Logistics
Nationwide Distribution network
Corporate
Marketing
Product Management
Product Engineering
Channels & Alliances
Finance
Administration & Legal
Human Resources

38. Our PAN India Reach
22 42 4 2
DIGICARE Partner Regional Central
own collection Service Ware-
Facility center Hubs houses
17 Branch Offices
DSD Service Support
Unique distribution setup
64 RMA Centers
22 Regional Distributors
Level 4 Support from
Factory 1000+ VAR’s
DTAC - 24x7 Technical 5000+ Resellers
Assistance

39. Our Global Reach
Mongolia
Syria
Lebanon Iran
Algeria Kuwait
UAE Nepal Bhutan
Oman Bangladesh
Yemen Phillippines
India
Ghana Uganda Malaysia
Tanzania
Sri Lanka
Malawi
Chile Mozambique
SNSL has strong Presence in Middle East,
SAARC region, APAC, Latin America 39

40. Our Recognition
No 1 in Home Networking Most Promising
Networking Brand
DIGISOL Awards & Accolades

41. We are…
We are Experienced but Young.
We are a Seasoned player with Fresh ideas.
We have a Youthful team with Knowledgeable Leaders.
We are Smartlink Network Systems Ltd.
Thank-you…..