rbc company portrait

rbc. For contacts that bear fruits.

rbc Solutions plc:g consulting & project managementg data intelligence & data servicesg crm solutions & servicesg customer interaction management

rbc Solutions plc, MS Mail Service plc und Quickmail plc. The expert partnership for excellent customer relations.

You can find more information about what we do on our website: rbc.ch

Dear Readers

«Customer orientation» is a popular buzzword these days. But it’s not easy to focus on the needs and desires of

customers at all times. Customers today change their preferences and even their buying and communication

channels faster than companies can react. Companies need specific expertise and constant investment in the

latest technologies to meet changing customer needs across all channels. Keeping such resources at the ready

without outside assistance is an insurmountable hurdle for many.

That’s where we come in. Dialogue with existing and potential customers is for most companies – despite the

most dedicated customer-orientation – a side activity, but it is our core expertise. As a comprehensive provider

of professional dialogue services seamlessly embedded in the process landscapes of our clients, we generate

contacts that excite, bear fruit and stand the test of time. And with our solutions, we create the

perfect conditions for dialogue. Our goal is to reduce our clients’ costs while raising the contact

quality, thus enabling growth.

We strongly believe that the future belongs to the intelligent networking of internal and

external capabilities – particularly for customer-related processes. But it doesn’t always

make sense to put them entirely in the hands of a professional partner. That’s why all

our solutions and services can be used at our clients’ locations – precisely tailored to

their requirements. For us, customer-orientation is not a buzzword – it’s our creed.

The following pages provide some insight into what we do. We warmly invite you

to take a tour of rbc. Find out what drives us every day.

Yours sincerely,

Tobie Witzig

CEO rbc Solutions plc

and team

Welcome to rbc Solutions plc

rbc Solutions plc I rbc.ch 3

4 rbc Solutions plc I rbc.ch

A single contact person is all you need to open up a large network of professional dialogue solutions and services.

This includes the diverse range of logistics and fulfilment services from MS Mail Service plc and the postal

services of our sister company Quickmail plc. The values of expertise, flexibility, friendliness, customer-orientation

and innovation are the keys to reaching our goal – creating a positive experience for the customer with each and

every contact.

g Expertise is the prerequisite for exciting customers and winning their trust. Our expertise is based on

expe rience, expertise and a modern infrastructure. And a team that knows exactly how to use those resources

to get things done.

g Flexibility is the basis of our success, because we tailor our services to your needs and integrate them

seamlessly into your process landscape. You decide whether you want to deploy our technologies, our staff

and our expertise at rbc or at your location.

g Friendlyness can't be forced. It’s attained by being open, tolerant and modest, and taking a genuine interest

in what partners have to say. That’s a value that guides us every day – in the way we deal with each other,

in our dialogues with you and naturally with your customers.

g Customer-orientation is no buzzword for us – it’s our creed. We know that customer-

orientation becomes a critical success factor only if your customers feel welcome and

understood with each contact.

g Innovation is what drives us. Challenges and new technological possibilities inspire

us to break new ground, find new solutions and help both you and us achieve our

goals more effectively.

Values

Connecting and being connected – that’s what we stand for.

»««To achieve your goals, we don't simply

follow the well-worn paths but break new ground.

And sometimes we manage to leave marks.»

Tobie Witzig, CEO


Strategy and positioning

We are a premium full-service provider of custom dialogue solutions and services. Depending on your needs, our

services may be deployed in our offices or at your location. We are flexible, fast and close to customers, and have

the necessary resources to handle even large and complex projects with the highest degree of professionalism.

Our comprehensive service portfolio is particularly attractive in an integrated approach. We are the ideal partner

for companies that want to focus on their core competencies – forward-thinking companies dedicated to meeting

customer needs in an expert and friendly manner across all channels.

Resources and staff

In businesses that require a substantial amount of consultation, such as dialogue marketing and contact

management, dedicated, experienced and well-educated staff are the key to success. Our employees provide

first-class services because

g they are treated with appreciation and respect,

g we communicate with transparency and openness,

g we involve and empower them by giving them responsibility and authority,

g we support them through external training and internal workshops and coaching,

g we provide them with a modern technical infrastructure.

We are a part of the collective agreement (GAV) of the commercial association of Zurich

and offer our staff clear standards and fixed salaries.

Social responsibility

High quality is important to us and sustainable success is a worthy goal. That's why our code of

conduct goes beyond even those of the associations. We prioritise data protection and security,

and rigorously integrate our quality assurance measures in our processes.

Mission

Our dedication – or what drives us every day.

»««At rbc, each and every employee has the

opportunity to grow.»

Isabel Diaz, Head of Human Resources


For contacts that create value.


Contact with customers is one of the critical success factors in today's competitive communication environment,

but to meet customers competently across all channels is increasingly complex. That's why an increasing number

of companies work with external service providers. This allows them to focus on their core competencies while

raising their contact quality through the expertise and specific infrastructure provided by the partner.

How you benefit by working with rbcg Range of services. From address and data analysis to development of individual system solutions to personal

contact with customers, we offer a comprehensive range of contact management and dialogue marketing

services.

g Flexibility. You take only those services that fit your current needs, and you decide whether you want to use

our technology and employees in our offices in Meilen or directly at your location.

g Infrastructure. Our modern infrastructure and well-developed software solutions allow you to reduce your

own investment and maintenance costs.

g Multi-channel. To communicate with your customers, we use all relevant inbound and outbound online

and offline channels. There's no need for you to build up internal channel-specific capabilities.

g Data historisation. All-important contact data is stored centrally in the Microsoft Dynamics CRM solution.

Web access and interfaces to your system ensure seamless data flow and enable you to access your data

at any time.

g Quality. As a premium provider, we guarantee that your customers are in good hands with us. Our numerous

certifications, long-term relationships with our customers and our hard-earned reputation are proof of our

dedication.

Services

Added value – for you and your customers.


g Innovation. Our curiosity and the drive to find the best solutions for our clients motivate us every day.

Our motto is ‘everything is possible’. The basis for this is a combination of new channels, such as social

media, and proven methods, such as business intelligence and monitoring.

g Control. Thanks to reporting, regular meetings and the opportunity to look over our shoulder, you're always

up to date on the progress of our work for you.

g Knowledge. From set-up to ongoing operations, you profit from our extensive experience and expertise

in all facets of contact management and dialogue marketing.

In short: We have the infrastructure, knowledge and dedication it needs to turn your contacts into long-term,

profitable customer relationships. Not only you benefit from this fact, but also your customers.

»««The future of dialogue marketing and contact

management belongs to the intelligent networking

of internal and external capabilities.»

Daniel Huber, Head of Business Development


Conventional outsourcing is no longer the only way to combine internal and external capabilities. You can use

all our market products as services – from staffing to organisation to software; for example, if stringent internal

data protection regulations or fast-changing products make it difficult or impossible to outsource customer-related

processes. In-house solutions such as ours offer the flexibility you need because you can draw on precisely

the services you require from the areas of people, organisation and technology.

g People: ‘rent’ or recruit qualified staff.

From call agents to analysts – with us, you can ‘rent’ staff or we can recruit and train personnel for you to

engage on a temporary or permanent basis. You decide whether you will hire an employee or whether we

will pay them. We are authorised by the Office for Commerce and Employment of the canton of Zurich to

hire out personnel.

g Organisation: buy additional expertise.

You can also leave the complete creation of a customer interaction centre and process integration to our

specialists. Experienced account managers accompany your team during on-going operations and support

you with project management, scheduling and cost control or reporting.

g Technology: use software as a service from the cloud.

Instead of operating your own systems, use our software as a service. You do not have to invest

in your own infrastructure or build up internal capabilities to benefit from cloud computing –

you can profit from our flawlessly maintained and up-to-date solution.

Sourcing models

Internal, external – or both. It’s your choice.

»« «Thanks to our flexible sourcing models,

you can combine the benefits of an internal

solution with those of an outsourcing model.»

Daniel Billo, Head of Solution Sales


For contacts that last.


With the flood of information today, dealing with customer data is increasingly complex. Our CRM and IT account

managers, analysts and IT specialists support you with expertise, services and solutions as you generate and

maintain data, extract valuable information and profit from it with dialogue measures, and make customer-related

information easily accessible to authorised users. An overview of our services:

Consulting and project management

Your account manager advises and accompanies you as your central contact person in the design and implemen-

tation of CRM projects. They assist you with target group evaluations and the development of dialogue concepts

and project management. In dialogue with you, they optimise existing processes and campaigns and introduce

relevant market developments.

CRM and campaign management

We implement activities across all channels and pursue them through evaluation and result testing. For a license

fee, you’re able to use our proven and innovative CRM and campaign management platform Microsoft Dynamics.

Our account managers design the set-up based on your requirements and objectives. Individual adjustments, such

as connection to payment systems, online platforms and other systems, are possible. Using simple interfaces, we

integrate solutions seamlessly into your process landscape. To visualise and extract the greatest use from data,

we work with the business intelligence solution QlikView. Thus, you have an overview

of all the relevant data in real-time via web access.

Data Intelligence & Data ServicesCRM Solutions & Services

You have the knowledge – we have the matching solutions and services.


Data management

We operate as a neutral data custodian and thus do not possess any data master records. Thanks to years of

collaboration with all major data providers in Switzerland, we use the various data universes and reference data

on a needs basis. Using special programs, our specialists cleanse, update and complete your data and enrich it

with further information if required. It is also possible to connect your system directly to the desired reference data

in order to receive current address data and valuable additional information, identify remaining potential and add

new addresses at any time.

Data analyses

Using applications developed in-house, we can deliver fast and economical analyses of simple data to determine

the socio-demographic, psychographic and geographic distribution of customers. To generate detailed information

and address potential customers, our analysts perform comprehensive customer master and shopping basket

analyses, geolocalisations and customer value calculations, and develop forecast models based on previous

customer behaviour.

Custom web applications

Our IT specialists also design and implement comprehensive custom solutions based on Microsoft .NET.

We concentrate on integrated projects in which customer data is the focus.


««For ÖKK, outsourcing means minimising risk and making personnel and

infrastructure costs more flexible, while simultaneously achieving substantially

higher quality»

Saverio Cerra, Director Private Customers, ÖKK

«rbc is a reliable, experienced and flexible partner for outsourcing customer

dialogue measures. We appreciate its responsible conduct and the strong

identification with our brand. rbc works in a sustainable manner and fulfils

our high quality standards.»

René Rüdisühli, Marketing Manager Imaging, Nikon plc

»«rbc acts in a transparent and fair manner and pursues customer satisfaction

as its primary objective. Alongside its ethical behaviour, we appreciate the

broad horizons of its employees and its ability to plan and think strategically.»

Yves-Patrick Magron, Head of Consumer Division, Chartis Europe plc

»««We see our task as enhancing, advancing

and optimising our clients’ processes though

our services.»

Myrio Kluser, Head of CRM Solutions & Services


For contacts that inspire.


CIC Tech + Telco – when additional technical expertise is required.

Telecommunications projects and other projects that require additional technical expertise are

handled at the Customer Interaction Center Tech + Telco. All employees have a technical

background and all the necessary tools. Training requirements are thus reduced to the individual

requirements of the client, which also means that we can handle a maximum number of requests

professionally and completely at the initial contact.

At our Customer Interaction Center (CIC), your customers are our focus 365 days a year. We man the front line in

your name, fulfilling wishes, awakening needs, covering requirements. We take a holistic view of your customers,

communicate through your preferred channels and make customised offers based on the knowledge at our

disposal. We

g generate and qualify leads.

g schedule appointments.

g receive and process orders and customer support requests.

g sell subscriptions, products, tickets.

g conduct up-selling and cross-selling.

g win back lost customers.

g operate hotlines.

g send invoices, tickets, documents.

g process responses from campaigns and promotions.

g enter data into the CRM system.

g monitor and operate your social media channels.

g conduct market and customer surveys.

g and much more

It makes no difference at what point in the process we take on tasks for you – from planning to execution, to the

control of everything from A to Z, or anything in between.

Customer Interaction Management

Customer-orientation – one of our core values.


Our employees – the key to your customers

Our CIC employees are highly skilled and can speak to customers in many languages. They think and act in a

customer-oriented manner and know how to stimulate interest and respond to customer requirements. Through

targeted training, intensive coaching, monitoring of calls, electronic correspondence and ongoing monitoring of

key performance indicators, we ensure consistently high quality and fulfilment of your objectives.

Efficiency thanks to modern infrastructure

Thanks to direct access to your relevant systems and rbc's state-of-the-art telecommunications and CRM solutions,

your customer receives the desired information quickly and reliably – in both inbound and outbound dialogues.

Additional solutions, such as e-mail response systems, desktop sharing, chat, social media and internet applications,

help our specialists communicate efficiently and competently.

Consulting and project management

An account manager is your central contact person. They design the set-up based on your current situation

and objectives, and implement the project with suitable specialists. In ongoing operations, they actively optimise

processes and introduce new ideas and developments.


»««Communicating with customers in the name of

our clients is our highest priority.»

Aran Diaz, Head of Customer Interaction Center

««rbc does an exemplary job in its task of functioning as the company's voice

towards end customers. They are a very valuable partner for us with which we

have an open, transparent and very customer-oriented collaboration.»

Martin Baumüller, Head Geberit AquaClean, Geberit International plc

«We appreciate rbc's professional and fast solution support in every situation.

We have the same standards regarding quality and service.»

Markus Will, Director User Market, Neue Zürcher Zeitung plc

»«With respect to a long-term partnership, two things were important to us:

professionalism and a pleasant working experience. In rbc, we found both.»

David Nievergelt, Public Marketing, World Vision Switzerland


For contacts that count.


consulting & g Analysis, development and implementation of CRM and dialogue conceptsproject management g Technology, process and management consulting services

g Target group consulting and address acquisitiong Modular sourcing solutions on-site or at rbc

data intelligence & g Diagnostics, cleansing, updating and enriching of address datadata services g Analysis and segmentation of customer master records, shopping basket

analysis, geo-localisation, customer value calculations, etc.g Data historisation

crm solutions & services g Development of custom system solutions and web applicationsg Systematic campaign control and processing, evaluation and result testingg Response and order processing, collection and fulfilment

customer interaction g Active inbound and outbound customer dialogues in all European management languages across all channels (telephone, e-mail, post, social media,

mobile, web, etc.)g Lead management, customer care and backoffice

Our services at a glance

MS Mail Service plc MS Mail Service plc is the leading outsourcing partner for mail-order selling andmarketing in Switzerland. It specialises in the professional and cost-effective implementation of customised outsourcing strategies. MS Mail Service plc focuses its business on the areas of direct marketing, customer care, logisticsservices and data & IT services. www.ms-direct.ch

Quickmail plc Quickmail plc is the first private postal delivery company in Switzerland. A subsidiary of MS Mail Service plc, it delivers addressed mailings, catalogues and customer magazines. Quickmail products serve one primary purpose: to enable intensive dialogue between customers and their end customers.www.quickmail-ag.ch

rbc Solutions plc, MS Mail Service plc and Quickmail plc. The expert partnership for excellent customer relations.


1985 launch Heinz Rohrer starts a consulting company for direct marketing.

1988 expansion The company expands its services to offer database marketing and services.

These services remain among rbc’s core competencies to this day.

1994 expansion Nine years after the company’s formation, the Call Center Services

(inbound and outbound) unit is launched. The unit develops into today's

Customer Interaction Center (CIC), forming one of rbc's core services.

2000 expansion Thanks to the successive introduction of electronic channels, such as e-mail

management and the integration of external websites into its own database

solution, rbc acquires the capability to use all relevant inbound and outbound

offline and online channels for its market processing activities. rbc becomes a

full-service provider in contact management and dialogue marketing.

2003 concentration Current CEO Tobie Witzig takes over operational management. The holding

structure is dissolved and all business activities are consolidated and integrated

within rbc Solutions plc. The company now achieves annual sales of more than

CHF 10 million and employs 100 staff.

2004 expansion rbc extends its line-up to include ASP (Application Service Providing) and

various sourcing models. As one of the first companies, rbc offers its services

not only as an outsourcer but also on-site at the customer's location or in mixed

scenarios (today known as cloud computing or SaaS or XaaS).

2005 expansion rbc introduces the Microsoft Dynamics solution for CRM clients, replacing

the existing campaign management system. The system enables seamless

historisation and mapping of all marketing campaigns and contact information

from sales and customer service.

Company History


2006 award The Swiss direct marketing association (SDV) rewards rbc for its online solution

adressenplus.ch with the SDV innovation prize. The tool enables users to

analyse, update and enrich addresses with relevant information via the internet

or web service.

2007 cooperation Heinz Rohrer sells his company to the principal shareholder and full-service

provider for mail-order selling, MS Mail Service plc. rbc continues to operate

autonomously with a strengthened position in its role as a full-service provider

and general contractor in dialogue marketing and contact management.

Customers profit from this partnership of experts in additional services in print

and logistics.

2008–2010 rbc becomes the first dialogue marketing company to receive the SQS seal of

certifications approval for DirectMarketing/TeleMarketing in 2008. This is followed two years

later by certifications for the SQS GoodPriv@cy® data protection seal of approval

and the Payment Card Industry Data Security Standard (PCI DSS) for credit card

payment security. rbc regularly submits to audits and recertification processes.

rbc is also a Microsoft Silver Partner.

«Today» rbc has established itself as an innovative quality provider – not least thanks

to its consistency of management, exemplary dedication on all levels and its

state-of-the-art technical infrastructure. Today, rbc employs some 160 temporary

and 180 permanent staff, conducts about 700 projects for 160 clients annually

and processes more than 600,000 contacts monthly via telephone, electronic

and physical channels. rbc achieved sales of more than CHF 30 million in 2012.

Now that you have an idea of what we do, we’re sure you've spotted new possibilities of combining your

capabilities with ours to open up new opportunities. Our support means you can concentrate on your core

expertise and improve the value-creating capacity of your company.

Contact us for a friendly chat. We'll be happy to send you factsheets with more detailed information about

our services and documented best-practice cases.

We look forward to hearing from you.

Your contact:

Daniel Billo, Head of Solution Sales

Telephone +41 44 925 38 81

[email protected]

www.xing.com/profile/Daniel_Billo

rbc Solutions plc

General Wille-Strasse 144

CH-8706 Meilen

Switzerland

[email protected]

rbc.ch

The next contact – the gateway to new opportunities.

Get in touch with us.


rbc Solutions plc

General Wille-Strasse 144

CH-8706 Meilen

Switzerland

Telephone +41 44 925 36 36

[email protected]

rbc.ch

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