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					”The Dipper” Picture by Viggo Ree
The Dipper is the national bird of Norway, living from the North Sea to the Barents Sea – from sea level to the
highest mountains, wherever it can find running water – completing its mission under extreme climatic
conditions by Care & Service for the future.
                                                                                                                  1
Det startet i 1985 med en drøm om å
skape det ledende selskap innen
IT-Service & Support i Norden

                 Helge Briseid Risnes
                 Grunnlegger og konsernsjef
                 InfoCare ASA




SIVA-nett Kristiansand 25. april 2005


                                              2
En drøm om å skape et selskap med
varige arbeidsplasser der medarbeiderne
trives og kundene er glade




                                          3
Making IT Work – by empowering people & building winners




    Company presentation



                                                           4
Management team
•     Helge Briseid Risnes, Founder and CEO
•     Terje Gunnulfsen, CFO
•     Ernst W. Birkeland, Group director, Norway and On-site
•     Jim Norlander, Group director Workshop
•     Lars Landqvist, Group director Sweden & Logistics
•     David Friisholm, Group director, Denmark
•     Geir Bergtun, Group Director, HR, Servicedesk, IT & Quality


    Insert      Insert        Insert            Insert             Insert            Insert
    black/      black/        black/            black/             black/            black/
     white       white         white             white              white             white
    picture     picture       picture           picture            picture           picture
Helge Briseid     Terje        Ernst W.        Jim Norlander     Lars Landqvist         David        Geir Bergtun
   Risnes       Gunnulfsen     Birkeland        Group director    Group director      Friisholm      Group Director,
 Founder and       CFO       Group director,       Nordic           Sweden &        Group director    HR, Customer
    CEO                       Norway and          Workshop       Nordic Logistics     Denmark        support centre
                             Nordic On-site                                                          and Helpdesk,
                                                                                                       IT & Quality
                                                                                                                       5
Company overview
•   Founded in 1986 by Helge B.                        Share of group revenue 2004
    Risnes in Kristiansand, Norway
                                                        Business area                             Market
                                                               ICT
                                                             Logistics                            Finland
                                                                                       Denmark
•   Three business areas                     Workshop
                                                               3%
                                                                                         10%
                                                                                                    2%

                                               19%
     – On-site
                                                                                                                    Sweden
     – Workshop repair                                                                                               48%

                                                                                    Norway
     – Logistics services                                                On-site
                                                                                     40%

                                                                          78%



•   Around 55 service points in the                         Financial development
    Nordic region                                   1,000                                                            10%
                                                     900
                                                     800                                                             8%
                                                                                                             6.4%
                                                     700                                     5.5%
                                      NOK million
•   Approximately 980 employees                      600
                                                     500
                                                                                                                     6%

                                                                    3.7%
                                                     400                                                             4%
                                                                                    3.7%                    730
                                                                             645           666
                                                     300    577
                                                     200                                                             2%
                                                     100
                                                       0                                                             0%
                                                            2001             2002          2003         2004

                                                                Initial revenue forecast      EBITA margin



                                                                                                                           6
Highlights of InfoCare’s profitable growth
story

  Norway                                                           Finland
   35   1991/92 Philips, On-site                                    5 2000 IBAS, Workshops
   70   1995 NCR, technical service                                 3 2002 Renatus, Workshop

   40   1999 Telenor 4P, Workshop
   70   1999 ICL, On-site
                                                Sweden
   20   2000 IBAS, Workshops                             Finland



                                                                   Sweden
  Denmark                             Norway
                                                                   10    2000 IBAS, Workshops
   10   2000 IBAS, Workshops                                       310   2001 ICL, On-site
   802001 ICL, On-site
   8 2003 Canon, Workshop
                                                                   70    2001 ITW, Workshop
                                      Denmark
   3 2004 OKI, Workshop                                            11    2002 Careda, On-site
                                                                   70    2005 IBM HVP, On-site


• From 14 employees in 1990 to 980 employees as pr. 31.03.2005
• From NOK 18 million in sales 1990 to NOK 730 million in 2004
• More than 30 assumption and acquisitions since the late 1980s
                                                                                                 7
Group – Growth history
1000


900
                                                                                                                    862               870
                                                                                                           844               840
800
                                                                                                                                   730

700                                                                                                                       666
                                                                                                                 645

600                                                                                                     577


500


400
                                                                                                  370
                                                                                               291
300                                                                                      297
                                                                         248      253 238
200                                                               202 161      182
                                                            160 122
                                                       90
100                                            71 88
                           45        56
                 30             50        61
       18
            14        25
  0
       1990      1991      1992      1993      1994    1995    1996   1997     1998   1999     2000     2001     2002     2003     2004


                                                 Revenues             Average number of employees



                 Financial track record of constant top-line growth
                                                                                                                                            8
Number of employees

                       Norway   Sweden   Denmark   Finland
InfoCare ASA            340                                      340
ICT Logistics AS        25                                        25
InfoCare Service AB              381                             381
InfoCare Workshop AB             108                             108
InfoCare Service AS                        94                     94
InfoCare Finland OY                                  30           30
Total                   365      489       94        30          978



                                                   Updated: 31.03.2005




                                                                         9
Business concept
•   The leading independent pan Nordic ICT service provider of multi vendor
    repair, service & support.


•   Achieved through strong partnership with the market’s leading
    manufacturers, retailers, outsourcing companies and resellers of IT
    hardware, office software and IT related consumer electronics




                                                                          10
Vision, Mission, Goal

    Vision statement
•   We will with our services contribute to “humanize” the digital revolution
    and make it easy and profitable for our customers to use and enjoy
    tomorrow’s digital world

    Mission
•   To make the application of ICT simple and profitable for our customers

    Goal
•   To deliver quality services with so much care that we constantly exceed
    our customers expectations and create a company where people enjoy
    working




       Our challenge is to convert an IT problem to a positive
          experience for both the customer and ourselves

                                                                                11
Business strategy
•   Focus on service and service only
•   Maintain supplier and brand independency
•   Maintain and develop our strong partnership with the market leaders
•   Complement our partners in their areas of non competitive advantage
•   Achieve critical mass in all markets and business areas across Nordic
•   Acquire and integrate the best businesses, driven by the wish to develop
    our employees, our markets and our business
•   Maintain and further develop the strong company culture where service is
    in the heart of everything we do and the technicians our sole heroes
•   Implement common best practice processes across the Nordic region
•   Constantly utilize new technology to build a faster and smarter InfoCare


      You can trust on InfoCare as we never compete with our
              partners, nor promote or sell hardware
                                                                               12
Service offerings and equipment
            Service offerings                            IT equipment covered

InfoCare’s comprehensive service              InfoCare’s area of competence covers
offering comprises:                           a wide range of IT equipment
                                              including:




                                                   PCs         Servers     Printers

    On-site services     Workshop repair




                                                  ATMs         Monitors   LAN & WAN




   Logistics services    Customer support       Projectors     Storage      Retail
                        centre and Helpdesk

                                                                                      13
Unique presence in the Nordics
•   Headquarter in Kristiansand,
    Norway                                                                              Tromsø


•   Presence in all Nordic countries
    and nationwide coverage in                                                 Bodø

    Norway, Sweden and Denmark                                                        Malmberget


•   55 service points offering on-site
                                                                                                   Luleå


    services                                                                                  Skellefteå

                                                                               Sweden
•   Six modern and efficient                                         Trondheim
                                                               Kristianssund Östersund
                                                                                       Umeå
                                                                                                           Finland
    workshop repair centres                                  Molde
                                                         Ålesund                   Sundsvall


     – Kongsvinger and Oslo in Norway                        Sogndal
                                                     Norway         Moelv
                                                                                 Falun Gävle               Helsinki
     – Växjö and Stockholm in Sweden                Bergen
                                                                       Kongsvinger
                                                       Hokksund Oslo Karlstad           Västerås
                                         Haugesund     Tønsberg                             Stockholm
     – Copenhagen in Denmark                Sandnes
                                                         Skien
                                                      Arendal
                                                                  Fredrikstad
                                                                                     Örebro
                                                                                     Norrköping
                                              Kristianssand Trollhättan       Skövde
     – Helsinki in Finland                                     Göteborg         Huskvarna Gotland
                                                                          Borås       Växjö
                                                                Ålborg
                                                                           Halmstad Kalmar
                                                  DenmarkÅrhus
                                                                           Hässleholm
                                                                  Copenhagen
                                                          Vejle Odense    Malmö
                                                                     Næstved Rønne
                                                        Vojens
                                                                  Nykøbing Falster


                                                                                                                      14
Legal structure

                                         InfoCare ASA
                                           (Norway)




                     InfoCare Workshop      InfoCare      InfoCare    InfoCare
  ICT Logistics AS
                         Sweden AB         Service AB   Denmark AS   Finland OY
      (Norway)
                          (Sweden)          (Sweden)     (Denmark)    (Finland)




                                                                                  15
Organisation structure

                                               CEO


                                                               Human resources and
                   Finance and              Marketing and
                                                                  organisation
                  administration        business development
                                                                  development



                               Norway            Sweden         Denmark              Finland

     On-site service



     Workshop repair



     Logistics service


     Customer support
     centre and Helpdesk


     Sales and account
     management



                                                                                               16
Strong company culture
•   Highly loyal and dedicated
    employees
•   Low employee turnover
•   Employees take pride in being
    InfoCare’s most important asset
•   Management has been focusing
    on building a valuable and
    sustainable corporate culture
•   Employees in assumed companies
    become the core asset instead of
    support function




    The strong company culture promotes cost consciousness and
                         profitable growth
                                                                 17
The Art of Service

• Delivering good service is difficult; delivering good service on high-
  tech products is an art.

• The concept of “The Art of Service”, which is the “rainbow” above
  our LOGO, underscores how we regard what we do.

• Our objective is to do our job so as always to exceed our
  customers’ expectations.

• Our aim is to transform a problem into a positive experience, both
  for the customer and ourselves.




     That requires true artistry in one’s profession

                                                                           18
Winning behaviour

• We are striving to behave in such a way that our customers enjoy our
  company and wish to do business with us.

• We shall listen carefully in order to better understand the challenges
  they face and we shall be flexible in order to find winning solutions
  designed for our customers.

• We shall have the courage to be different, to be yourselves, and to
  surprise the customer by “walking the extra mile” that makes the
  difference.

• We shall not be looked upon as sales reps, but as helpers and problem
  solvers.

         Our behaviour and business culture is our magic;
                  it’s almost impossible to copy
         and puts our service concept in a class of its own
                                                                           19
Why values are important

Service is trust

• Our success is completely dependent on our customers
  having trust in us

• We have to keep our promises

• Our reputation as a company is determined by the integrity
  and willingness of every single employee to live in harmony
  with our values




                                                                20
Our Values

The Customer is the Boss

• Passion for our customer and outstanding service quality
• Stay close to our customers and be his local service partner
  across the Nordic countries
• Continually develop innovative service solutions in close
  partnership with our customers




                                                                 21
Our Values

Unyielding Integrity

• Striving at all times to do what we believe is right and live up
  to the highest ethical standards, so that words and action are
  in balance
• Take responsibility for what we say and do, accept and respect
  each other as we are, admit and learn from our mistakes
• Honesty, fairness, trust and respect are the corner stones of
  our success




                                                                     22
Our Values

Teamwork

• Co-operate at all levels throughout the entire group to help
  our customers and each other
• Develop the ability to transfer energy and inspiration to
  colleagues & customers
• Respect for the individual, every person, every idea counts
• Accept and respect each other as we are




                                                                 23
Our Values

 Entrepreneurial spirit & energy

 • Hard work, enthusiasm, involvement, commitment to
   performance make our working day busy and exciting
 • Thirst for change, always seeking after new knowledge and
   exchanging new ideas
 • A growth company, driven by the wish to develop our
   employees, our markets and our business
 • Down-to-earth, sober, always seeking to find the simplest and
   most cost-effective solutions.
 • Constantly utilize new technology to build a faster and smarter
   InfoCare.




                                                                   24
Our Values

Social Responsibility

• Our job number one is to build a financially strong and
  profitable company, creating lasting values for our customers,
  employees and shareholders

• Have respect for the environment and responsibility for
  helping to create a better society




                                                                   25
Our corporate religion
•     We can achieve what we want
•     Smiling is a matter of choice
•     Your thoughts are your destiny
•     Happy people are the best performers
•     A flat organization with trust and delegated decision making, inspire
      people & release energy
•     Challenge everybody in the company to be a businessman and enjoy the
      fun of making more money than spent
•     Secure jobs is only a dream and do not exist in the real world
•     However, we are working hard every day making our jobs secure
•     Life is the most precious gift we have been given


    Our challenge is to help each other to enjoy every minute of
           it the short time we are given on this planet

                                                                              26
Partner strategy
•    Majority of the Groups revenue through leading IT companies
•    Maintain supplier and brand independency
•    Never compete directly with the partners
•    Partner owns the end-customer relation



               InfoCare                  Partner              End-User
                ”Owns the SLA          ”Owns the customer”
              and service delivery”
                                               Relationship


                             Service




    Enables our partners to deliver a coordinated and quality assured
      service concept simplifying daily operations for both the end-
                           user and the partner
                                                                         27
Overview customer segments
•   InfoCare’s OEM and IT services      Customer sales split 2004
    partners account for the absolute
    majority of revenues
                                          Direct
•   In addition, InfoCare has           customers                 OEM partners
                                           29%
    customer relations directly with                                 31%
    end-customers
•   Direct customers comprises:
     – Large enterprises demanding
       solely specific services or
                                                    IT services
     – Local small to medium sized                   partners
       companies not targeted by the                   40%
       partners




                                                                                 28
World class customer base
                        Selected IT services   Direct customers
Selected OEM partners         partners




                                                                  29
Business areas and service offerings




    On-site services      Workshop repair




    Logistics services    Customer support
                         centre and Helpdesk

                                               30
On-site – Service offerings
•   Offers on-site service and
    installation of IT hardware and                                                    Tromsø

    software at the customer’s
    location
                                                                              Bodø

•   More than 500 field service                                                      Malmberget

    technicians and system                                                                        Luleå

    consultants located at 55 service                                                        Skellefteå
    points                                                                    Sweden
                                                                    Trondheim         Umeå
                                                                                                          Finland
•   On-site service with guaranteed                           Kristianssund Östersund
                                                            Molde
                                                                                  Sundsvall
    response time within a defined                      Ålesund


    time period (2h/4h/8h/NBD)                              Sogndal
                                                    Norway         Moelv
                                                                                Falun Gävle               Helsinki
                                                   Bergen
•   Available around the clock, every   Haugesund
                                                                      Kongsvinger
                                                      Hokksund Oslo Karlstad           Västerås
                                                      Tønsberg                             Stockholm
    day of the year (24/7/365)             Sandnes
                                                        Skien
                                                     Arendal
                                                                 Fredrikstad
                                                                                    Örebro
                                                                                    Norrköping
                                             Kristianssand Trollhättan       Skövde
•   Covers a complete range of                                Göteborg
                                                                         Borås
                                                                               Huskvarna Gotland
                                                                                     Växjö
    IT equipment                                 DenmarkÅrhus
                                                               Ålborg
                                                                          Halmstad Kalmar
                                                                          Hässleholm
                                                                 Copenhagen
                                                         Vejle Odense    Malmö
                                                                    Næstved Rønne
                                                       Vojens
                                                                 Nykøbing Falster


                                                                                                                     31
On-site – Service offerings
Multi-vendor hardware services
•   Flexible selection of guaranteed response
    time and fix time
On-call emergency services
•   Available 24x7x365
IMAC services
•   Installation, move, add and change services
Installation and rollout projects
•   Project management and rollout handling
Support services
•   Support and Helpdesk for OS and office
    applications
Network and security services
•   LAN/WAN, firewall, virus and spam



                                                  32
Workshop – Overview
•   Offers centralized services of
    repairs of IT hardware and office
    software
•   200 qualified service engineers
    and six modern and efficient
    workshops in the Nordic region
•   Covers a wide range of IT
    hardware but also digital cameras,                     Sweden
    LCD monitors and plasma                                                Finland
    monitors
•   Consumer related end-customers
                                          Norway                               Helsinki
    account for the clear majority of                Kongsvinger

    repairs                                        Oslo            Stockholm


•   Advanced logistics system to
                                                          Växjö
    efficiently manage distribution
                                         Denmark

                                           Copenhagen

                                                                                      33
Logistics – Overview
•   Handles the flow of goods and
    assures optimum spare parts
    supply as well as efficient
    handling of products
•   Mainly a support function to
    InfoCare’s core processes
•   In Norway, InfoCare is also
    present in the warehouse and
    distribution activities through a
    wholly owned company ICT
    Logistics AS




                                        34
Customer call centre
•   Handles all incoming calls
•   Assigns the call to a service
    technician
•   Monitors status of the call
•   Mainly a support function to
    InfoCare’s core processes




                                    35
Launch of new helpdesk offering
•   Launched in August 2004 in
    Norway
•   Target end-users via its partners
•   Over 25,000 end-user licences
    through its partner Expert
•   Total volume of over 60,000
    end-users in Norway
•   New Agreements with Atea,
    Nicator, Stretto, Santech Micro
    Group and Scribona among others
•   Complements and creates
    business opportunities for on-site
    and workshop
•   Planning to launch in Sweden and
    Denmark during 2005

                                         36
Overview – SESAM2 system
•   InfoCare’s core management
    system (ERP solution)
•   Manages all customer calls and
    work allocation as well as
     – Activity reporting (including
       start and finish times, problem
       and solution descriptions and
       also parts usage)
     – Parts ordering and purchasing
     – Customer contact and contract
       database
     – Invoicing and reporting


•   Many interface possibilities
     – WEB and WAP
     – SMS
     – XML and B2B
                                         37
Group – Financial overview
Historical profit and loss account 2001–2004


NOK million                        2001         2002       2003       2004

Time and material                  302,4        326,8      363,0      416,9
Contract                           274,2        317,8      302,9      313,1
Revenues                          576,6        644,6      665,9      730,0
Cost of good sold                 -146,7       -173,9     -175,7     -180,2
Gross profit                      429,9        470,7      490,2      549,8
Operating costs                   -400,2       -437,4     -443,9     -493,2
Depreciation                        -8,3         -9,3       -9,9       -8,9

EBITA                               21,4         24,0       36,4       47,7
Amortisation                        -8,2        -27,0      -10,7      -11,9
EBITA                               13,2         -3,0       25,7       35,8
Net financial items                 -1,8         -5,0       -1,7       -1,4
Income tax                          -3,2         -6,3       -7,6      -12,2
Net income                           8,2        -14,3       16,4       22,2

Key ratios
Contract share of total revenue   47,6   %     49,3   %   45,5   %   42,9   %
Sales growth                      98,2   %     11,8   %    3,3   %    9,6   %
Gross margin                      74,6   %     73,0   %   73,6   %   75,3   %
EBITA margin                       3,7   %      3,7   %    5,5   %    6,5   %


                                                                                38
Hvorfor lykkes vi?

Kunnskap
  • Marked
  • Bransje
  • Fag


Timing
  • Forstå hva som kommer til å skje


Handlingskompetanse
  • Mot
  • Selvtillit
  • Tro


                                       39
Hvorfor lykkes vi?
Bedriftskultur
   •   Religion
   •   Positiv hjernevasking
   •   Bygget på varige verdier
   •   Nøktern/Jordnær


Enkelt konsept
   • Lett å forstå
   • Behov i markedet
   • Være lojal mot konseptet

Utholdenhet
   •   Stayerevne
   •   Vilje til aldri å gi opp
   •   Evne til å takle motgang
   •   ”Det er aldri så galt at det ikke er godt for noe…”
                                                             40
Hvorfor lykkes vi?

  • Fantasi

  • Særhet

  • Dyktighet

  • Flaks




                     41
Vi har med andre ord skapt
en plattform som er....




                             42
Built to Last
                43
To be Best in Service takes great skill, hard work,
creativity, endless patience & dedication and
accepting that the customer is the real boss.




                                               Helge Briseid Risnes, Founder & CEO
                                                                                     44

				
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