Online Experts

A Business Plan presented to FEU Diliman

In partial fulfillment of the requirement for International Business

Submitted By:
Dela Cruz, Shawn Ramos
De Guzman, Gio-Gahar
Jonsay, Adrian
Rivera, Jayme Bianca
Rivera, Jericco

AY 2019-2020 1st Trimester

 I. Executive Summary
Online experts is an online troubleshooting website wherein the main concept is to assist
customers regarding issues with their automobile, computer related problems, and other social
media technical issues. The business consists of online experts that are focused in services
through cyberspace by using specific social media platform. Its main competitors are other
online apps which provide and offer services via social media platforms. Our goal is to provide
outstanding services or render to its target market. Online Experts has a competitive advantage in
terms of easy access, friendly user guide and up to date use of technology. Most online users
want easy access to the services they needed. Nowadays, they tend to require services in the most
convenient ways. Online Experts is committed to providing outstanding services for customer
satisfaction.
The researchers would like to broaden the business’ target scope to increase its sales and
revenue, attract more potential customers, increase service recognition and serve a larger share in
the international market share.
Online Experts primary target market are people from The United States of America and
The United Kingdom. Its secondary target market our individuals from the Philippines who
require support for troubleshooting services. The demographic profile of the target customers are
male and female that are 15 years old and above that has internet, data and WiFi connection.
The individuals can be consist of adults, teenagers, professionals that are low to high profile.
The population of online users who would visit the website on a daily basis may be from
20-30. The potential customers of Online Experts, since it is a new entrant in the market, would
be in a total of 10-20 people.
Online Experts provide world class service to its international target market at a low and
competitive rate or price. The researchers competitive advantage among its competitors are the
easy access to the website and friendly user guide at the customer’s convenience.
The researchers would like to promote the business through the use of social media like
Facebook, Instagram and Twitter. By means of sharing the business website, the researchers can
reach their target markets especially for the offers and promotions that they can provide. The
business website is fully ecommerce functional to provide and promote outstanding services.
 The business started with the capital of 50,000,000 PhP. The first year of the business
operation it gained a service income of 4,166,666.66 PhP. For the annual financial report, the
business had a service annual revenue which total of 12,080,000 PhP. The expenses of the
business mainly focused on maintenance and online advertisement.
The business also provides promotion in terms of rewards such as product giveaways and
sample, customer referral incentives, promotional gifts and a 15-day free trial. Through this, the
researchers believe that they could provide customer satisfaction, get the online users’ loyalty
and attract potential customers.
 BUSINESS NAME: ​Ophir Tech Labs and Services

VISION: ​To ensure quality for a lifetime, inconvenience and satisfaction.

MISSION: ​To provide excellent service to which our customer will easily understand.
GOAL: ​To inform and help the customer and also providing convenience
OBJECTIVES: ​The objectives of our company is to offer services to the public,
assisting them in their automotive or electronics that pertains to their personal desktop/s and
laptop/s without paying an extra for labor costs and to feed their knowledge with just a small
price to pay.

BUSINESS MODEL

Key Partners Key Value Proposition Customer Customer’s

Activities Relationship Segments

● Customers ● Online ● Easy and ● Through online ● Age 15 and

● Automotive Access Simple ● Retaining Above
Companies ● Profes Transaction communication ● Have their
● Computer and sional with own
Technology Expert professional automotive/s
Companies s experts. or Personal
● Social Media Desktop/s
Advertisers and
Laptop/s.
 II. Target Market

The target market that we have identified can vary from Service Industry to Service
Industry, the distinguished characteristics of it can be a B2B (Business to Business) or B2C
(Business to Customers) enterprises that they can render our services from. The demographics of
it can range from those who can call, email or reach us through our customer service chat via our
social media partners Facebook, Instagram or Twitter, whether they’re young people or adults
that needed troubleshooting in which our business covers, the location doesn’t vary since it
would be held through online video chat (Messenger, Facetime or Skype) but to be a physical
entity, the company location will be in the Philippines. The services won’t be seasonal and it will
be a all-year-round services since the business engages 24/7 online customer support that has a
variety of languages that can guide the businesses or customers who are in need.

The primary target of the company will set in the United States of America because the
labor cost in the United States is expensive in comparison to the labor cost here in South East
Asian countries and the secondary target of the company will be the United Kingdom. For an
example to set, In United States of America, a 5W-40 Castrol Edge of 6 Quarts (roughly,
5.67812 Liters) has a cost of $56.28 and the labor cost to change oil is $50 to $60 with any
automotive brand. In the United Kingdom, the cost of a 5W-40 Castrol Edge of 5 Litres has a
cost of ​£​45.49 (converted to USD, $58.70) and the labor cost depends on the automotive brand
that the customer has, ranging from ​£​60 to ​£​119 ($66.31 to $131.51).

The company’s secondary specialization is Personal Desktops and Laptops, in The

United States of America, a computer and laptop repair price range $20 to $150 and it will
depend on what repair do you need, a hardware repair will cost $20 or more (depending on what
kind of hardware that you need to repair), a laptop hardware repair will be $30 or more (same
with computer, it will depend on what kind of hardware that needs to be repaired.), Data
Recovery begins in $100 or it can be more (depending on what magnitude of recovery that you
needed to be done in your HDD/SSD), Operating System Formatting costs $100 and Complete
Tune Up and PC Repair costs $150. In the United Kingdom, they will charge you per hour and
not by per rate. The charge for computer repair costs ​£50 per hour up to £70, inclusion of PC
Repair, Operating System Formatting, Hardware Repair for both Computers and Laptops, and
complete Computer Tune Up and Repair.
III. Unique Selling Point (USP)

The Unique Selling Point of the business or company is “Online Experts”, having it as
the company’s USP really gives of an off-trend among trends that gives our company a
competitive edge to other related companies that offer customer support or technical support,
aside from establishing customer support or customer representatives that gives a roundabout of
the product.

As for the company, it is leaned towards creativity on how they serve their customers, an
online expert will be providing an answer from the customers all their questions which the online
expert specializes in. The cover of the company’s services will primarily be focused on
automotives and the secondary target will be on personal desktops and laptops.

The population of automotive here in the philippines, according to LTO, an 11,600,000

(eleven million six hundred thousand) motor vehicle has been registered in year 2018. Assuming
that our company has saturated almost 20% (2,320,000) of the automotive population, that
proves that our company is service dependable and 98% (2,273,600) of the saturated population
that our company have attracted, are happy to render our services then the next step will be
introducing our company in the international stage, which is the United States of America, our
primary target, we will let the company bare its roots into the foreign land.
IV. Pricing and Positioning Strategy

The aim of our company is to be a competitive entity in the online support world. We
would be focusing on supporting various businesses internationally and globally. Based on the
study done, there are similar business like this but most of them only focuses on a single location
and/or a single company or product. Since our company would be focusing on the automotive
industry and the computer industry, we will ensure that we get specialists for which automotive
brand will cater to us, same with the computer industry

We would be introducing below the company’s pricing strategies:

·
Promotional pricing
​

During the inception stage of the business, we would give a free 15-day service if they
avail from a company that advertises our company and 30-days if they buy a product from the
said company. They may opt to discontinue on or before it ends, or they could avail a discounted
introductory price when they avail of the services before the trial ends. This would save them
10% of the overall service cost. This is also a good start to introduce the business and penetrate
the market.

Mid-range pricing
Generally, we would be offering and establishing a mid-range pricing to our customers.
The goal is to keep our service prices in a more affordable range while we are expecting to earn
and gain more business and earn through the number of clientele that would be availing our
services through advertisements on our partner companies as well as recommendations from our
existing clients.
 V. Service Plan

Our customers will either go directly to our website, or a company that we are partnered
with will refer them to our website to reach us. An example would be if he/she is having a
problem with her wrangler, she would go to jeep’s website and reach us from there through a
referral from the company. It’s either way or which method is more convenient for them to use
to reach us.
To start and avail of the Online Experts Service, customers must create an account on the
website where the necessary information that the following will be asked: name, address, billing
information and mode of payments. Once filled up, they can access their profile and see all the
information they placed. Then the customer is ready to book an online specialist/expert.

● Create an account on the website.

● Set up account information such as : Name, Billing information and address.

● Ready to book an online specialist!

VI. Offer/s

● We would be offering a 15-day free trial for every customer, the 15 day free trial
that our company offers to our clients will be limited.
This include the following:
○ For our Primary Specialization: Automotive
■ Free Diagnostic Test
■ Nearest Automotive/Autobody/Autoglass Repair Shops
■ Nearest Tire Depot
○ For our Secondary Specialization: Personal Desktops/Laptops
■ Free Diagnostic Test
■ Nearest Computer Retail Shops
■ Nearest Computer Hardware and Software Stores
● For the customers who availed our monthly subscription
This include the following:
○ For our Primary Specialization: Automotive
■ Free Diagnostic Test from our Online Specialists/Experts of your
automotive brand and;
■ discounts from:
● Discounts from Automotive Company Partners
● Discounts from Automotive/Autobody/Autoglass Repair
Shops Partners
● Discounts from Tire Depot Partners
■ Assigned Online Specialists/Experts (Tailor-fitted to your needs.)
○ For our Secondary Specialization: Personal Desktops/Laptops
■ Free Diagnostic Test from our Online Specialists/Experts of your
Personal Desktops/Laptop Brand and;
 ■ discounts from:
● Discounts from partnered Computer Hardware Company
● Discounts from partnered Computer Software Company
■ Assigned Online Specialists/Experts (Tailor-fitted to your needs.)
● Hands-on or 1 on 1
● Teamviewer assistance from the assigned specialist/expert.
○ Also, for the subscribers, if they bought something from a distributor who
is advertising for us. An example would be if a customer buys a laptop
from Alienware, the subscriber gets a free 30-day trial since Alienware is
a Computer Hardware Company that is partnered to us and is advertising
our company on their website. (For Monthly subscribers only.)
The offer that the company will be modified for both Free Trial Users and Paid Trial
Users with notice through email and from announcement board in our company website. As the
offer stands as part of our marketing, online marketing and promotional strategy, the researchers
make sure that the offers will be a competitive advantage for the company over competitors. In
addition, the company values the community base of the company in which, who supports the
very foundation of business.
The company also will regularly send survey forms through their email via Google forms
for their feedback every 15 days on how did the company and the online specialists/experts
serves them and aside from the feedback of our loyal subscribers, the survey form will serve as
metrics on where will the offer be based.
VII. Marketing Materials

We would be starting to market our business through business cards and print brochures.
During the inception of the company, we find it necessary as we will be meeting a lot of current
and potential clients. This would be useful in introducing our services and what we can do for
their own business. These are also useful as our aim is to grow our network through connections
and referrals.

We would also fully utilize the worldwide web. As we are collaborating with existing
companies, we would be having pop-up advertisements to showcase what we do. We will also
take advantage of the power of the social media since at an average, 70% of the population uses
or are in these platforms. The algorithm of social media would help in increasing the visibility of
our company.

Business Cards

This will be key in making a favorable first impression. This will be part of the
introduction of the business and give it identity. Having a good mix of design and content would
capture attention. This also helps in enhancing credibility which has both personal and
professional sense. Not to mention that business cards are low cost and portable, so at any time,
these can be given to relevant people.

Print Brochures

This is an integral part in our branding process. This will serve as a good introduction to
the business. With the right design and content, this will be a good introduction to the business.
This will expand our company’s visibility and reach out to new prospects and customers. This
will also help to promote and build networks.
 Facebook

Facebook as one part of our marketing materials, this will enable to reach far and wide
from the target market that we focus on penetrating the market, in which, The United States of
America. Facebook as a tool for our business, our company will maximize its use of the said
social media platform because it has an integrated business tool that we can use to penetrate the
market segmentation that we have in mind. Even if dividing it unto demographics, geographic,
psychographic and behavioural, the integrated business tool of facebook will help the company
to identify potential customers that will avail our product and aside from that, it will enable the
potential customer to inquire what does our company do, it’ll be an exchange of information that
the company can tag who inquires which is which they inquire and from that information they
gave to the company, it will benchmark whether what kind of automotive brand or
desktop/laptop brand they are using.

Instagram

Instagram as one part of our marketing materials, this social media application will
enable us to engage consumers through posting successful subscription of our potential
customers, our professional experts, the success of our company, who are the people who made
the company successful, the community that provided support to our company, other companies
that avail our services and the support of the government officials who approved of our services.

Aside from posting the success, the people and the business that supports our services,
Instagram has an integrated business tool also, this integrated business tool also enabled our
company to reach far and wide, throughout the target market that we have in mind. The
integrated business tool inside instagram is a simplified tool, in contrast with Facebook’s
business tool but it also has a wide-search, specific array in which, who’ll be the target market of
it.
 Twitter

Twitter as one part of our marketing materials, according to lyfemarketing (Sherman,

2019) this social media platform is averaging 330 million active users in the United States alone.
The channel is one of the best social media platforms this year and as part of our marketing
strategy. The difference of twitter against the first two social media platform that the researchers
mentioned in this topic is that, it doesn’t have any integrated business tool but there are other 3rd
party business tool that can be used in twitter, as well as in facebook and instagram to maximize
customer traffic and engagement.

LinkedIn

Linkedin is the most professional amongst the social media platforms. It is widely used
by businesses and professionals worldwide. It helps in boosting the company’s visibility and
promotes awareness through updates and news feeds. Linkdin’s campaign manager makes it
easier to set up ads and run campaigns based on the need of the company. Target quality
audiences in a professional context. Market to influencers, decision makers, and executives who
act on new opportunities. It helps enhance our objectives to build brand awareness to generate
leads that helps drive results.

Youtube

Online video marketing presents a unique opportunity to promote the company ad boost
our brand awareness. This helps to seamlessly integrate into our marketing strategy. This can
help to build the trust of the customers and establish the company. Video marketing makes it
easy to connect and engage with the customers. Interactive, aesthetic and engaging materials
would get a lot of attention and will help in increasing the viewership. A good video will have a
good recall to the customers.
VIII. Promotion Strategy
One way to promote our services is that big companies will recommend using our
services through a partnership or deal, in that way. We are helping the company’s customer
service and at the same time getting customers that avail our services.

The promotional strategies that our company will be used or will execute are the
following:

Contest as a promotional strategy

Contests are a marketing tool that is often used. There are not even many contests that
require a purchase. Instead of making money through a hard-selling scheme, the aim is to
support the product and bring your logo and name before the public. People enjoy winning
prizes. Contest sponsorship will attract attention to your brand without overtness of the business.

Social Media Promotions

As indicated in ​VII. Marketing Strategies​, the company’s social media promotions will
be revolving in Facebook, Instagram, Twitter and Youtube. It’s direct marketing at it’s best by
how vast the social network have been throughout the years and still continuing to grow without
any signs of slowing down or stopping, the potential in social network, it has proven that
connecting through cyberspace made easy to connect people around the world, country to
country, coast to coast, even if it’s a hundred and a thousand miles away.

Mail Order Marketing

Customers who visit your market should not be ignored because they have already
decided to buy your service. What can be useful is to collect such consumers ' personal
information. In return for the data, offer a free product or service. These are customers who
already know your business and represent the target audience to which you want to market your
new products.
 Product giveaways and Samples
Brand rewards and encouraging potential customers to test a brand are approaches often
used by companies to introduce new food and household products. Many of these companies are
conducting in-store sales, offering item demos to attract buyers to try new products.

Customer Referral Incentives Program

The client referral incentive program is a way of enabling existing customers to refer new
customers to your shop. Free products, broad discounts and cash rewards are some of the perks
that you can use. This is a marketing tactic that takes advantage of your customer base as a sales
force.

Branded Promotional Gifts

Giving away practical advertised items can be a marketing gesture more effective than
simply handing out business cards. Hang on a pin, ink pen and keychain with your business card.
These are presents that can be used by the clients, and leaves the company in view rather than in
the bin or in a box with other business cards that the client may not be looking at.

Company Events and Expos

With free refreshments and door prizes, an in-store customer appreciation program will
attract customers to the store. Emphasis on the gratitude part of the event is a successful way to
attract not only current customers but also potential customers through the door without
purchasing anything needed. Pizza, hot dogs and beverages are low-cost food items that make
the event more attractive. Setting up convenient product shows before the beginning of the event
would mean that the items you want to advertise are highly visible as consumers arrive.
 After-Sale Customer Evaluation
After a purchase, calling customers by phone or by mail is a marketing tactic that puts
customer satisfaction first while leaving the door open for a promotional opportunity. Skilled
salespeople are making phone calls to consumers to collect information that can then be used for
ads by asking questions about how buyers felt about the bought products and services. It has the
dual function of fostering the company as one that cares about what the consumer wants and
always aims to deliver the best value and quality.
IX. Online Marketing Strategy

Today, almost all of us use social media. It is even possible that we spend more of our
time browsing the internet, using facebook and instagram than watching television or reading the
newspaper. It is just right that we take advantage of marketing online. By using hashtags, we can
easily be discovered. Paid Online Advertising is also an option. It will be easier for us to simply
pop on the target customers. We can also make our own website, making sure that it is
user-friendly, simple and effective. Aside from Paid Advertising, executing Marketing Strategies
online, and using social media platforms, the following includes also in our Online Marketing
Strategy:

Hiring Professional Experts, Coach or Consultant/s

As an online marketing strategy and also our main line of business, hiring other industry
professional experts, coach or consultants for limited time availability will surely attract other
customers to avail our services.

Email Marketing
The organization must find different email lists that suit each individual's specific needs
and can provide a tailored approach to the company's campaigns. The company will look closely
and clearly at our customers' purchasing habits and use this information to develop our email
marketing strategy.

Opt-In Email List

The opt-in email list is a series of email lists of data freely sent to you by your
subscribers. This means the customers are aware that our company are adding them to our
potential lists of subscribers and agreed to receive emails and other forms of digital
communication from the company to have an update on recent services that has been added or
provided.
 Articles and News stories
The company will also work with public relation professionals to get our company into
articles and news topics related to our line of business. Not only it will help the company to be
established as trusted experts in the fields, but it will also enable the introduction of the business
to the masses that doesn’t have any means or forms of going online or going digital and to reach
broader perspective base of people. Also, at the same time, we will help reporters to connect with
other industry who availed or rendered our services and connect them.

Online Press Releases

The company will also every month or every other week will release news about the
latest happenings, acquired business ventures, updates in automotives, personal desktops and
laptops in the company that covers the field by our expertise.
Not only that the customers and potential consumers will have the information about this,
but also this will enable the other newspapers, blogs and other media sources to see our
information and let those channels write about our company without needing to put effort to
connect and claim the story for their next big thing.

Online Contest and Giveaways

This type of online marketing strategy will enable the company cater to potential
customers or consumers and to encourage them to join as such online. It’s also a way to promote
the company’s brand and services for the customers to interact.
 X. Conversion Strategy

The first step to boosting conversions is to establish your current conversion rate and
uncover insights that will help you make the best moves to increase sales. There are some
excellent tools that can help you understand how users are interacting with your site. These tools
enable you to record, tag, and otherwise track visitors’ moves, including heat maps that show
where visitors are clicking and scrolling the most. The insights you gain will point you in the
direction of your biggest growth opportunities and help you understand which products and
information are most valuable to customers.

Nothing beats engaging directly with customers to understand their preferences,

motivations, and frustrations. Establishing a branded community is one of the best ways to obtain
actionable insights from customers feedback including the real-time intelligence required for
decision-making in today’s fast-moving market.
XI. Joint Venture & Partnership
● We will be partnering with a global technology firm, PLDT that will be able to
support our communication, connectivity and network needs. Since the main
location of the company will be in the Philippines, we would need to ensure that
we partner with a stable company that would help us reach the global market
through stable connectivity and network which will be key in achieving and
delivering the services. With this partnership, we could get special rates of their
services and at the same time, the partnering company would have the benefit of
the commercial exposure to the customers and would help them advertise their
own services.
● We will also be partnering with headhunters and Linkedin. Since the aim is to
support customers globally, we would be needing specific requirements and
credentials for our employees. These headhunters would have their own database
to supply candidates would then be the agents who will support the business.
From education credentials to the skills needed. We would need a diverse set of
people that will support the business.
● Since our services or application will also be visible on the website of our
customers, then we will be partnering with them and agree on a specific
percentage of the income based on the new businesses that we would be gaining
because of the usage of their website or application. This would be a good tie-up
since while we are providing and earning from these existing customers, we
would also be able to get free promotion for our own company.
XII. Referral Strategy

Troubleshooting is a cite that provides services when you have problems with your
electronic device. It was made to help the young and the old with their computers, cars,
electronics and everything that needs electrical fixing. What we could do for the referral is
putting it up on other social media accounts to promote the site while sharing it with young
adults and endorsers who are developed in social media to give away to advertise our
troubleshooting cite and to make people aware of the help our site could give.

When it is recognized we could ask the future customers to pass it on to their followers,
family and friends. And to our first customers, who would refer them to other people could be
given big discounts for their referral. When it is finally discovered and known troubleshooting
corporation and the people could give new ideas on how it could innovate and promote more of
the company’s troubleshooting.
XIII. Strategy for Increasing Transaction Prices

The higher the demand for this site the more troubleshooting services will be offered and
while it is ongoing, people will start to recommend if the said services will be successful.
Troubleshooting could offer packages so that the customers would feel as if the employees of the
said site will give more services if they have been loyal customers and a certain number of
referral is made, the corporation will be giving bigger discounts.

For every 7 sessions they will get 1 session for free and for the 7th one they will get 40%
off on their next membership subscription or loyalty card that will allow them to get 20% off
every troubleshooting session, with this they will trust and demand more.
XIV. Retention Strategy

With the Retention Strategy, the management will make the site more interesting and
user-friendly for people, making it easier for them to access our services. The management could
stimulate other things and create promotional troubleshooting, while making them realize what
the advocacy of the company really is and what it could offer.

Also, bring the customers the sample of how the corporation could help the customers
have a better understanding of the mission and vision of the company and to let them have a
glimpse of how the company who runs the troubleshooting online, behind the scenes. With this,
the site will be more interesting and people would want to be helped by company that
specializing in troubleshooting. Making the site more interesting would create more innovation
breakthroughs in the process of making it better for everyday, a day to day basis.

Set Customer Expectations

Our company will change something in the service, the promotions, how we sell our
services and what are the other offers from time to time so that the loyal customers that our
company have won’t be disappointed but instead, will expect something from us and that will set
our ideal customer expectations, it will hang in the balance towards the company, the service and
the customers.
The company will not over promise to something that unachievable or attainable.

Building Trust through Relationship

Our company's utmost priority is to create an everlasting bond, a company-customer
relationship that is built from trust. An important paradigm can be seen on how our loyal patrons
trusts the judgement of the company’s assigned online specialists/experts to them, this will also
help establish company-customer relationship and as well as trust towards the brand.
 Marketing Automation
Marketing Automation will grant the company's high conversion rates to re-engage
customers to deliver news, drip feed, scheduled promotional email, text messages, and event
notifications to our loyal subscribers. As of now, Marketing Automation’s biggest challenge is
that how data quality and integration but this challenge will be soon be answered when
breakthrough has been achieved in Marketing Software that will back up Marketing
Automations.
Improving the company through KPIs
KPI or Klipfolio is a Marketing Management Portfolio for businesses and companies .

Klipfolio is an all in one marketing tool where it included hit counters for social media
followers, Salesforce accounts per country, Analytics load time vs response time and Marketing
Expenses/Traffic, Lead (initiation of consumer interests), website views per user and
demographics.
 Leveraging customer feedback survey
Surveys are very powerful tools that could be used as a proof of service and influence.
And knowing the feedback of the customers will bond the relationship of what is already there.
When they release their thoughts and express themselves through their comments and ideas to
innovate the Original experts site.

Developing a frequent communication calendar

When we develop a bond with the customers and actually get the time to check whether
they go online, if they really have seen or how many times they’ve visited the site. We monitor
and watch over what we could do next.
XV. Financial Projection
The financial projection include the first year until the fifth year of operation. The
amount mentioned below are in Php since we are operating in the Philippines. This includes the
basic need of the company. Annual gross profit is forecasted to grow 20% every year while the
expenses are projected to increase mostly at 10% while some will remain stagnant. We will
mostly invest in the connectivity and communication as well as employee salaries since these
will be the base of our business. While as we go along, marketing and advertising cost is
projected to decrease since in later years, the business should be well recognized and accepted by
the market.