Company's presentation

1. BPO House: Your Link to Lithuania
Tomas Milaknis, Founder and Chairman of the Board November, 2011

2. Content
 Customers and success stories
 Why Lithuania?
 BPO Services
 Who we are

3. Content
 Who We Are
 Customers and success stories
 BPO Services
 Why Lithuania?
 BPO Services
 Who we are

4. Success story -
Success story
 In 2007 one of the largest IT companies in the world Computer
Science Corporation (CSC) came into Lithuania through
partnership with Alna. Full outsource model of around 15 people
was selected.
 Later in 2007 CSC decided to expand their business in the Baltic
States and to establish their subsidiary company CSC Baltics.
Alna helped with establishment, finding of the premises and right
people (nearly 70 employees were employed) at the same time
providing other back office operations.
 Until the company was registered, the employees of CSC Baltics
were employed at Alna and their physical working places were
also at Alna, until CSC Baltics premises were equipped according
their requirements.

5. Success story -
Success story – cont’d
 CSC Baltics is one of the largest new comers into Lithuanian
market in the few last years.
 The Company is outsourcing from BPO House office
management & supply, recruitment, HR documentation
administration, accounting and payroll calculation services until
now and is one of our golden customers.
 We are proud – we met very high CSC quality requirements!

6. Success story -
Success story
 In 2009 1ClickFactory started operations in Lithuania. The company
has chosen Lithuania as a main outsourcing development center for
Microsoft partners and plans to employ around 100 employees
during 3 year-period.
 1ClickFactory is the development services provider for Microsoft
Dynamics.
 The company outsourced from BPO House office management &
supply, recruitment, HR documentation administration, accounting
and payroll calculation, IT rent and maintenance services.
 We are proud – 1ClickFactory became one of our golden customers
with the full package of proposed services.

7. Success story – large international new comer
Success story
 In recent years one large international financial institution of the
world came into Lithuania and established shared service center (the
name is not mentioned to strict confidentiality requirements in the
agreement).
 The company outsourced from BPO House HR administration,
backgroud screening and facility management services.
 Although the agreements were signed for a short establishment
period, the customer was satisfied with the quality of the services
provided and the agreement for both services was prolonged several
times. The cooperation continues until now.

8. We are proud to serve highly reputable
clients

9. Content
 Who We Are
 Customers and success stories
 BPO Services
 Why Lithuania?
 BPO services
 Who we are

10. Why Lithuania:
 Positive attitude towards foreign investments from government side;
 Possibility to get supporting financing from EU money;
 Protected IP (laws reflects EU standards);
 Western culture;
 Very skilled and motivated potential employees;
 Positive attitude of potential employees to business, innovations and
work;
 Good language skills;
 High work ethics;
 Favorable macro economical situation;
 Good value for money ratio.

11. Why Lithuania – some numbers:
 At the latest A.T. Kearney Global Services Location Index 2009 Lithuania
ranked 21st globally (climbing up by 8 places);
 40% of the population with higher education, 23 universities and 23 colleges;
 90% of Lithuanians speak at least one foreign language, 50% speak two
foreign languages;
 Labour pool: in finance and insurance of 22,000, IT and communication
almost 25,000 (Y2009);
 Global leadership in mobile e-signature;
 World’s fastest upload Internet (2009);
 World’s 5th and Europe’s No.1 fiber broadband penetration, Europe’s highest
fiber optic density, EU’s 1st greatest GSM penetration;
 26 out of 183 world’s economies on the easy of doing business and outpacing
Latvia, Slovakia, Slovenia, Poland and Russia (World Bank Doing Business
2010 Report);
 Low costs – among Top 10 least expensive European countries (Eurostat);
 Financial incentives packages offered by the Government to cover wage and
personnel training costs, office rent, purchase of equipment, etc. and EU
Structural Funds support – enterprises may apply for between 43,000 and 5.8
million EUR in support for development of their business projects and
personnel training (conditions apply).
Source: Invest Lithuania

12. Why Lithuania – some feedbacks:
 “Lithuania (Vilnius) was selected as an attractive location because of
its strong talent pool of highly-skilled, well educated and multilingual
professionals, its stable political and improving economic climate
and world-class infrastructure as well as the Government’s policy in
attracting foreign direct investments” – Western Union
 “CSC chose Lithuania to offshore from Denmark base because we
found here very skilled IT specialists and Scandinavian languages
speakers” – CSC
 “We chose Lithuania because of the high quality of education here,
which has resulted in the development of world-class IT
professionals, many of whom are multilingual, and because of the
quality of Lithuania’s technology and connectivity. We will show the
world the talent that exists in Lithuania” – Barclays Global Retail and
Commercial Banking
Source: Invest Lithuania

13. Content
 Who We Are
 Customers and success stories
 BPO Services
 Why Lithuania?
 BPO services
 Who we are

14. Five key differentiators set BPO House
– apart from competition
Superior
Service
Wide
Customer
Range of
Centric
Services
People Innovative
IT technol.

15. We have a vast range of services
Recruitment
HR
Administration
Services
Full
Accounting Range
Procurement
Payroll
Accounting

16. Recruitment
 No worries related to the access of
primary information points (e.g.
databases); Recruitment
 Only few selected candidates instead
of lot of CVs;
 Comments from interviews, summary
of major information;
 Checking of English language skills, IT
skills, accounting skills and etc. in
practical situations; psychological
tests.

17. HR administration
 No need to understand Lithuanian laws
specifics;
 No need to adapt / acquire the software
Recruitment
to correspond local legislation;
HR Admin.
 Assurance that not only legislation
requirements are met, but also internal
Company’s policies are applied;
 Criminal records and / or financial history
(defaults on payments) checking at
employment, if needed;
 360 evaluation process management
according the Company’s corporate
structure.
P.S. even the birthdays of your employees
are monitored and you are reminded
about this 

18. Procurement / facilities management
 Market knowledge;
 Help in selecting the location of office
premises; Recruitment
 Negotiations on behalf of the HR Admin.
customer with service providers;
 Full service – from furniture, cleaning
services to coffee, tee supply;
 Possibility to integrate IT part – from Procurement
rent of IT hardware to full IT
administration and support;
 Flexible pricing – equal monthly pre-
agreed amount or “cost plus”;
 Full administration of agreements with
providers.

19. Payroll accounting
 No need to invest into payroll
software;
 Knowledge of legal requirements; Recruitment
 Help in matching legal requirements HR Admin.
with Company’s international policies;
 No unnecessary capacities due to
intention to grow;
 No need to care if there are changes Procurement
in legislation; Payroll
Accounting
 Includes electronic pay slips to
employees and answers related to
calculation of salaries;
 Benefits administration.

20. Full accounting
 No need to take care of local legislation
requirements;
 No need to invest into adoption / Recruitment
acquisition of ERP; HR Admin.
 Preparation of financial statements
according the Lithuanian legislation, tax Full
Accounting
reporting, reporting according customer’s
accounting policies;
Procurement
 Help in understanding the tax system’s Payroll
implications on daily business tasks and Accounting
internal rules;
 Statutory, tax and management reporting
preparation;
 Various reconciliations – statutory to
management reporting, tax to statutory
reporting, tax to management reporting.

21. All in one
 No need to understand Lithuanian laws
specifics;
 One provider for all back-office services;
 One invoice – easy budgeting, easy Recruitment
controlling; HR Admin.
 Lower risk, if provider selected carefully; Full
 One contact person for all back-office Accounting
questions;
Procurement
 Easy to grow;
Payroll
 No integration between different providers Accounting
issue;
 Much less headaches related to back-
office: software, people, places,
innovations, etc.

22. Company’s set-up
Assistance in the Company’s set-up process, including, but not limited to:
 Assistance of registration of the legal entity;
 Full accounting and tax calculation from the registration;
 Recruitment of employees according the Company’s requirements;
 Temporary employment of employees at our company until the
registration of legal entity will be completed, than – transfer to the
Company;
 HR administration – helping out with templates of employment
documents and understanding the legal requirements;
 Payroll calculation and benefits administration;
 Helping to find out and rent the needed premises;

23. Company’s set-up (cont’d)
Assistance in the Company’s set-up process, including, but not limited to
(cont’d):
 Equipping the premises according the requirements of the Company,
including the rent of furniture, computers and other IT equipment,
kitchen equipment and everything else needed for functioning of the
office;
 Until selected premises are ready, providing our own premises for work
of the Company’s employees;
 IT administration.
One of the major advantages – we can provide the back office
outsource at the beginning and at each point of the Company’s
growth.

24. Technology is seen as the main
competitive advantage driver
Alna.HR.Office: Alna Service Management:
Human Resource, Time cc@bpohouse.lt receives all
Tracking and Payroll customer inquires and
Management System is automatically registers it in
officially registered Microsoft Alna Service Management
Dynamics NAV Add-On. The application. The user
solution using Microsoft receives an automatic
Dynamics NAV technologies notification. The incident is
assures the system runs assigned according to a
reliably and continuously. consultant responsible for the
account. SLA is monitored.
TECHNOLOGY

25. Alna.BPO.bis-ON
BPO House currently is creating own IT system Alna.BPO.bis-ON which:
 Takes care on our social responsibility and social responsibility of our
customers – integrated electronic signature adopted in accordance
with the EU and Lithuanian legal requirements will significantly
decrease the number of paper used. Furthermore, it will decrease not
only the costs of the paper, but also the costs of archiving as
documents with original signatures are needed to be kept from 5 to
75 years (some of them for unlimited time period).
 Helps to provide the superior quality of service and ensures the
safety and confidentiality of the data.
 Helps to the client to control the level of service provided through
various reporting, which can be easily modified.
 Integrates simple documents approval scheme for the customer.
 Alna.BPO.bis-ON system is planned to be introduced to the
customers on 1 January 2012.

26. Disaster recovery and business continuity
is ensured using different partnerships
 BPO House has outsourced the major part of data centre function to
UAB Hostex.
 UAB Hostex has the obligations to make back-ups every day and its
data centre is equipped according to all today's security
requirements.
 Alna Intelligence, the sister company, helps to supervise the IT
related issues, when necessary.
 Major technology tools used are created by Alna Business
Solutions, sister company, thus full consulting and help is available
when needed.

27. Possible cooperation models
 Service outsource without local presence of the customer
(acquisition of services from BPO House);
 Local presence of the customer (affiliate, subsidiary, etc), some
functions outsourced from BPO House;
 Joint venture - BPO House and the customer - for shared service
center establishment;
 Pass-through model: service outsource from BPO House for the trial
period, transfer of resources to the customers afterwards. Under this
model the customer starts operations in the market without any risk.
If the model does not prove to be successful, easy step-out.

28. Possible functions for shared service
center
 IT (IT administration & support, software development & support,
etc);
 Service desk;
 Accounting and finance;
 HR administration;
 Daily operations (e.g. account management);
 Call center;
 Marketing;
 Other.

29. Content
 Who We Are
 Customers and success stories
 BPO Services
 Why Lithuania
 BPO services
 Who we are

30. Business Process Outsourcing at Alna
Group
Beginning Portfolio Expansion Business Expansion One stop for back office
BPO at Alna Group started in Service portfolio UAB BPT Paslaugos BPO pan-Baltic operations
2007 extended in 2008 business was acquired started to provide widest
to strengthen client back-office services for
portfolio and team at international customers in all
the beginning of 2009 Baltic countries at the end of
2009
4
3
2
1

31. Highly experienced management team
 Tomas Milaknis – more than 20 years experience in technology
industry, from which more than 15 years in management
positions (various Alna Group companies);
 Rasa Bumblienė – 13 years experience in different finance
fields (Arthur Andersen, Ernst&Young, Alna Group);
 Darius Jonaitis – more than 17 years experience in IT service
sector at sales and management positions (Elsis, Alna
Software);
 Dalia Tautvydienė – near 20 years of experience in accounting
(PWC external accounting department, BPT paslaugos);
 Aušra Delonaitė – 12 years experiance in recruitment ad HR
management (ISM, Prime People (subsidiary of BPO House)).

32. Strategy and Vision: Our Ultimate Aim
is to Add Value to Customer
Adds Value to Customer – by application of software
reduces complexity of administration burden
Sets standards – serves as a benchmark reference for
other companies operating in a field
Is well-defined – focuses only on areas where can
provide unique and worth contribution
Is sustainable long run – ensures fair profit and pursues
long term opportunities
Rewards – the success is shared among key
contributors via compensation scheme
Honors – is a part of corporate citizenship and Alna
group identity

33. Our Culture is Driven by Highly Embedded
Company Values
Growth Innovation
Financial and geographical IP creation is a key element
expansion is not a goal of Alna strategy.
itself but a part of the The company actively
desired growth in the invests and encourages
number of our employees innovations and unique
and our expertise Innovation solutions
Growth Commitment
Passion
Passion Commitment
Driven by an initiative We recognize the value
to be the best, of commitment to our
we believe that the passion Employees, to our Partners
is the biggest contributor and, particularly,
to the success to our Customers

34. …Acting in a Socially Responsible Way
 As the whole Alna Group, BPO House is socially responsible company
 The company ensures proper equality and diversity policies and takes
care on employees health and security
 BPO House participates in social activities – promotes donation of blood
(donation days in the company), takes care on Raguvėlės children daily
care center (association Save the Children) and other…
 Alna Group is the founding member of several associations, such as
Knowledge Economy Forum, Infobalt, Sunrise valley, BSA, Window to the
Future Alliance
 We are actively participating in the education processes – participating at
the boards of universities, teaching at universities and colleges, supporting
various scientific researches

35. BPO House
We serve more than 30 local
and international companies
We employ more than 37 professionals
and manage more than 4200 m2 office space
We calculate wages for more than 1600 employees
Annual wage amount calculated on behalf of clients is around
97 M Litas
We provide widest BPO services in Lithuania – full back-office operations
outsourcing

36. In 22 years Alna Group Emerged as a
Leading IT Industry Player in Baltic States
Key facts:
 Privately owned company
 Founded in 1989
Alna Group
 400 professionals
Y’09 Revenue
above 20 M
 Served markets – Poland, Lithuania,
EUR
Latvia, Estonia;
 Founding member of Infobalt,
Knowledge Economy Forum,
Sunrise Valley
 Active supporter of culture and
youth education projects