BUILD YOUR BUSINESS

March 2015

SME Toolkit

2

+ Operating Model

+ Implementation Partners

+ Local Sites

+ What does the SME Toolkit License Include?

+ Global Content & Features

+ Technology Platform & Support

+ Website & Program Mgmt Support

+ Website Set-up, Onboarding & Launch Support

+ SME Toolkit Training of Trainers Workshop

+ ICICI, India

+ Riyad Bank, Saudi Arabia

+ Dialog, Sri Lanka

+ Key Highlights

+ Program Growth

+ Reach

+ Users

SMEToolkitToday

BusinessModel

ValueProposition

CaseStudies

02 03 04 05Slides 23–26Slides 16–22Slides 12–15Slides 7–11

01ProductBackgroundSlides 3–6

+ What is SME Toolkit?

+ IFC’s Support to SMEs

+ Bridging Management Knowledge/Skills Gap

TABLE OF CONTENTS

Product Background

What is SME Toolkit

IFC’s Support to SMEs

Bridging Management Knowledge/Skills Gap

4

WHAT IS SME TOOLKIT?

SMEToolkitisanonline learning platformthatoffers

highqualitysmallbusiness

informationandtoolstosmalland

mediumbusinesses(SMEs)and

entrepreneursinemerging

markets,lookingtostartandgrow

theirbusinesses.

Itisaone-stop-shop solution thathelpsSMEsincreasetheir

productivity,efficiencyand

capacity,andoffersadviceon

accesstofinanceandnew

markets.

5©Duarte,Inc.2014

“”

Emerging markets face a jobs and competitiveness crisis and SMEs are part of the solution. Improving the ability of small business to become more productive and create more jobs is key to achieving World Bank Group’s twin goals of eradicating extreme poverty and reducing inequality. SME Toolkit is part of IFC’s response to removing constraints that small businesses face in emerging markets. Jin-Yong Cai, IFC Executive Vice President and CEO

IFC’S SUPPORT TO SMES

IFC’s broad package of Investment and Advisory Services helps emerging market countries at all income levels build their SME sectors. We focus our support on working with governments to improve the investment climate, providing resources for management training and promoting access to finance and new markets.

Jin-Yong Cai, IFC Executive Vice President and CEO

6

BRIDGING MANAGEMENT KNOWLEDGE/SKILLS GAP

In 2002 IFCcreatedSMEToolkitasa

responsetotheidentifiedknowledge/skills

gapasconstraintforSMEsindeveloping

countriestogrowandimproveperformance.

Today,SMEToolkitisasrelevantas

ever.Despitetheabundanceof

informationintheEnglishlanguage,the

locallanguagebusinessresourcesin

manycountriesarestillscarce.

Our Mission istoleadsmallandmediumbusinessesworldwidetowardsmoresustainable

practicesandenablethemtoaccessfinanceandnewmarketsbyprovidingcomprehensive

businessmanagementsolutions.

SME Toolkit Today

Key Highlights

Program Growth

Reach

Users

8

KEY HIGHLIGHTS Today, SME Toolkit has a network of 42 localized websites offered in 17 languages. Key program highlights include:

42 17 29 18Annual Visitors Websites Languages Implementatio

n PartnersGlobal Partners

5.5mln

200+ 20% 90+ 285kPieces of Content

Countries Access

Repeat Visitors Countries Brand Protection

Business Listings

5k

9

PROGRAM GROWTH

Series12002 2003 2004 2005 2006 2007 2008 2009 2010 2011 2012 2013 2014

5.5m6.2m5.4m5m

3.8m

4.8m

2.7m2.1m

1.2m353k110k16k

6.7m

English FrenchSpanish

Vietnamese

Bengali*Urdu*

MongolianRussian

Ukrainian

Brazilian Portuguese

ArabicHindiTamil

Bahasa

Sinhalese Chinese Standard Portuguese

Georgian

Languages

Visitors

Mozambique Mexico

Global VietnamLatin America

Caribbean

BangladeshMadagascar

NepalNigeria

PhilippinesWest Africa

AlgeriaBhutanKenya

MongoliaUkraine

BrazilMalaysia

SingaporePeru

IndiaIndonesia

USZambia

Saudi ArabiaSouth Africa

BelarusMexico

Sri Lanka

China Rwanda

Egypt CamerounQatar

JordanUAE

LebanonDRC

GeorgiaGabon

PakistanBahrain

Websites

* Currently unpublished

10

REACH SME Toolkit is localized and represented in over 40 countries to best meet the needs of local

businesses.

11

Geography**

Gender*

63%

Education*

TOOLKIT USERS

Americas

67%

33%

Female

Male

49%

30%

Asia

Post- graduates

College graduates23%

SME Toolkit sites attracts a wide range of audiences - business owners, managers and aspiring entrepreneurs, as well as business development service providers , government employees and students.

SME Toolkit Sites are visited by over 5m visitors per year.

13%6%

Africa

Europe

* Source: SME Toolkit Global User Survey 2012

**Google Analytics Annual Data, 2014

Business Model

Operating Model

Implementation Partners

Localized Sites

13

OPERATING MODEL

IFCGlobal

IFCRegion

LocalImplementation

Partner

LocalSMEToolkitWebsite

IFC licenses the SME Toolkit Platform to Local Partner in exchange for an Annual Operating FeeIFC Regional Office

Serves as key Relationship Management point between IFC and Local Partner

Local Partner is responsible for localizing the Toolkit content and the day-to-day management of the site

S SM E

Local businesses and entrepreneurs use locally relevant high quality business content, offered in the local language free of charge to start and grow their businesses

SME Toolkit Websites are managed by a network of local implementation partners

14

SME Toolkit has 29 Implementation Partners worldwide and growing

Financial Institution (15)

Technology & Telecommunication

Companies (2)

Educational Institutions, BDS Providers, Government (12)

+ Banco Santander (Brazil)

+ ICICI Bank (India)+ Riyad Bank (Saudi

Arabia)+ Bank Alfallah (Pakistan)

+ Airtel (Madagascar)+ Dialog Telecom (Sri

Lanka)

+ Tec De Monterrey (Mexico)

+ Universidade Eduardo Mondlane (Mozambique)

+ Enterprise Development Center / Pan African University (Nigeria)

SME Toolkit provides our Implementation Partners an opportunity to upsell their core products, strengthen their SME capacity building services and more importantly, position themselves as leaders in the SME space.

Partner Organization types include:

IMPLEMENTATION PARTNERS

15

Local partners complement global content with locally

relevant business

content

Strategic in-country

partnerships are established to

further strengthen SME Toolkit sites

On most SME Toolkit Websites information is offered in the local

language

Various events are offered to local businesses and entrepreneurs through SME Toolkit sites

There are currently one global and 41 country sites in the SME Toolkit network. SME Toolkit sites are offered in 17 different languages (English, Spanish, French, Portuguese, Russian, Ukrainian, Arabic, Hindi, Tamil, Sinhalese, Sri Lankan Tamil, Indonesian Bahasa, Bengali, Chinese, Vietnamese and Georgian)

Each local site is unique in its look and the content it offers, reflecting local culture, partner organization value and business interests of local SMEs

LOCALIZED SITES

Value Proposition

What does the SME Toolkit License include?

Global Content & Features

Technology Platform & Support

Website & Program Management Support

Website Set-up, Onboarding & Launch Support

Small Business Training of Trainers Workshop

17

WHAT DOES THE SME TOOLKIT LICENSE INCLUDE?

Content

Technology

Website Set-up, Launch,

Onboarding &

Training

Support

Over 5,000 pieces of best of breed business management content from established and trusted providers that include how-to articles, tools, forms & interactive learning videos

A fully hosted & supported technology solution with a user friendly Content Management System allowing customization and hassle free day-to-day management of the site

Website & program management support from highly qualified team that includes one-on-one calls, webinars, conferences and a large pool of available partner resources

Website design customization and set-up, Partner team onboarding & training, launch support

18

SME Toolkit consists of over 5,000 pieces of best-of-breed free business management content for SMEs and entrepreneurs, licensed from over 18 major content providers such as Visa, American Express, MyOwnBusiness and Export Enterprises.

Interactive Learning Videos

How-to Articles Business Software

Free, Downloadable

Business Forms, Templates &

Tools

GLOBAL CONTENT & FEATURES

Small Business Blog

Global Business Directory

SME Toolkit Content covers main business disciplines, including Accounting & Finance, Marketing & Sales, Business Planning, Human Resources, Exporting, Legal & Insurance, Operations and Technology.

Main platform features include:

19

TECHNOLOGY PLATFORM & SUPPORT

SME Toolkit offers a fully managed technology solution to its partners – a robust platform and a user friendly Content Management System allowing for hassle free customization and day-to-day management of the sites.

A dedicated technical support team troubleshoots site issues and responds to partner requests, eliminating the need for the implementation partner to have an in-house technical team.

1 2 3

SME Toolkit Technology is powered by IBM, SME Toolkit global partner since 2006

ROBUSTWEBSITE

MANAGEMENT

PERSONALIZATION

&COMMUNITYBUILDING

INTEGRATION&OFF-SITE

DISTRIBUTION

20

PROGRAM & WEBSITE MANAGEMENT SUPPORT

SME Toolkit Partner Performance is key to the program success. A team of highly qualified specialists is available to respond to partner requests and help Implementation Partners improve the performance of their local SME Toolkit websites.

One-on-OneCalls Webinars

Resources Conference

TosupportpartnerswithongoingToolkitrelatedactivitiesandevensandoverall

websitemanagement

Designedtosharebestpracticesand

buildpartnercapacityinonlinemarketing,webanalytics,userengagement,etc.

Avastpoolofpartnerresources,includingadedicatedonlineportalandacomprehensive

programguide

AGlobalPartnerConferencethatbringstogetherSMEToolkit

communitymemberstoallowforexperience

sharingandlearningforpartners

Main channels of support include:

21

WEBSITE SET-UP, ONBOARDING & LAUNCH SUPPORT

Our Support team works closely with the local implementation partner to get their new site up and running, onboard their team and prepare for a launch event

We customize the design of local SME Toolkit sites based on partner preferences and can match the look to their corporate sites, if required. Any new Toolkit site is created using all global content and default categories. Partners can then unpublish any of the unwanted content and change categories according to their needs.

Website Set-up and Launch

Team OnboardingAn IFC Master Trainer onboards the new partner team on the fundamentals of Product Management, and provides a comprehensive Content Management System (CMS) training to ensure that sufficient capacity is in place to successfully run the local SME Toolkit Program.

22

SMALL BUSINESS TRAINING OF TRAINERS WORKSHOP

SME Toolkit Workshop

SME Toolkit also offers partners an optional Training of Trainers for a face-to-face business management workshop on improving management practices and overall business performance using computer-based tools and SME Toolkit content.

The workshop is based on IFC’s proprietary adult learning methodology and includes sessions on Accounting and Finance, Human Resources, Marketing and Sales, Business Planning and Finance, as well as a special session on Developing and Marketing a Website.

ProprietaryAdultLearningMethodology

HowtoStartaBusiness

HowtoRunaBusiness

HowtoObtainCustomers

HowtoManageFinances

HowtoAccessFinance

Case Studies

ICICI Bank, India

Riyad Bank, Saudi Arabia

Dialog, Sri Lanka

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CASE STUDY – ICICI BANK, INDIA

ICICI partnered with IFC and launched SME Toolkit in 2007. In established a

number of local partnerships to complement the Toolkit site with a large body of local content

Additionally, it shared success stories of SMEs and allowed visitors to chat with experts on topics relevant to SMEs.

The Bank’s massive online and offline marketing campaigns have increased their reach and popularity among local SMEs.

SME Toolkit India has become the leading SME portal in the country. Through the SME Toolkit Web site, the bank promotes knowledge, training, and consultancy to SMEs absolutely free of cost. Since its launch in 2007 the website had more than

750,000 visitors and more than

2,000,000 page views.

OBJECTIVESMEs play a vital role in India’s economy. Annually, they contribute 45% of the country’s industrial output, generate 40% of its exports, and create over 1 million jobs.

The ultimate objective of the ICICI Bank, India’s largest private-sector bank by asset size, is to be the primary banking partner and partner in growth for SMEs in India. The bank complements its wide range of financial products by various non-financial initiatives designed to help SMEs build their capacity.

As part of its non-financial services offering ICICI wanted to create an online resource center for SMEs where they could learn and interact with other SMEs.

SOLUTION RESULTS

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CASE STUDY – RIYAD BANK, SAUDI ARABIA

IFC - Riyad Bank partnership resulted in the SME Toolkit Platform launch in 2007 to meet the challenges faced by the SME sector – lack of administrative and financial expertise, which had negative impact on project development and product marketing in the local market.

Riyad Bank organized a Marketing campaign advertising SME Toolkit on CDs as handouts in local business magazines, on ATM screensavers and printed receipts, POS/Branch posters and banners.

As a local implementation partner,

it translated relevant SME Toolkit global content into Arabic, customized Arabic

SME Toolkit Web Interface and CDs to target the local audience.

Over 190,000 pages viewed, 90% of

users from KSA. The SME Toolkit is considered by the Bank as a major support tool for its SME strategy (Sahifa al Iktisadaya Al

Electronia article, 2009)

OBJECTIVESMEs in Saudi Arabia employ over 4.5 million people. The sector's financial investments are estimated at SAR 250 billion (USD 66.6 billion), according to a 2013 report by the Gulf Organization for Industrial Consulting.

Riyad Bank, as one of the largest financial institutions in Saudi Arabia

(3rd in assets), identified the need to help local SMEs strengthen their managerial skills to enable them to borrow and repay loans and enter new markets.

SOLUTION RESULTS

2626

CASE STUDY – DIALOG, SRI LANKA

Dialog partnered with local government agencies, universities and financial institutions to provide information on up-to-date processes, rules and regulations, government forms and business templates to its end users.

The company planned and launched a country-wide marketing campaign using its vast network of service points and its partner network. It provided knowledge to the customer

service agents to create awareness among Dialog customers regarding the services and benefits offered through SME Toolkit.

Revenues to Dialog increased by approximately 32% across overall geographic locations

Approximately 3,520 new jobs were created (2 per trained retailer)

More than 90% of the retailers expanded/diversified their businesses

1,835 retailers reported increase in revenue over the 12 months (based on actual sales records) after being trained on SME Toolkit.

Net increase in revenue to Dialog attributable to the trainings was Rs 301 million, against an initial

investment of Rs 25 million.

OBJECTIVE SOLUTION RESULTSSMEs in Sri Lanka account for approximately 80% of all businesses providing employment for approximately 35%. Agriculture, manufacturing and the service sector are among the sectors to which the SMEs contribute significantly.

Dialog has the distinction of being the first 3G operator in South Asia to commence commercial operations. It is the largest and fastest growing cellular service in Sri Lanka, which also operates Television, a direct-to-home satellite TV service and Broadband, serving a subscriber base in excess of over 7.8 million Sri Lankans.

In 2008, IFC and Dialog formed a partnership to launch a local SME Toolkit site to address the challenges faced by local SMEs –

the skills gap caused by significant lack of information and inaccessibility of technological advancements.

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thank you

www.smetoolkit.org

www.facebook.com/smetoolkit

@smetoolkit

contact information

For more info, please contact us at

info@smetoolkit.org