Anovo Ra2009 Gb1

ANOVO adds value to the lifecycle of high-tech products – from their sale through to ownership and disposal.
We partner with operators, manufacturers and retailers to provide a full range of logistics, repair, extended warranty and regeneration solutions.

1. * Le sourire de votre univers numérique

2. ANOVO’S VISION IS YOUR SUCCESS. COMMITTED TO DRIVING EFFICIENCY, MINIMIzING COSTS
& DELIVERING AN IMPECCABLE CUSTOMER EXPERIENCE, ANOVO IS SURE TO PUT A SMILE BACK ON
YOUR FACE.
ANOVO’S TEAM, EXPERIENCE, INFORMATION SYSTEMS, INNOVATION ETHOS, AND GENERAL OBSESSION
WITH EXCELLENCE... ENSURES OUR CLIENTS (MANUFACTURERS, OPERATORS & RETAILERS) RECEIVE
THE BEST POSSIBLE AFTER-SALES SERVICE SOLUTION.
FURTHERMORE, DEDICATED TO PROTECTNG THE PLANET, ANOVO TAKES PRIDE IN OPTIMISING THE
LIFE CYCLE OF DIGITAL TECHNOLOGY AND MINIMIZING THE CARBON FOOTPRINT CONNECTED TO
UNNECESSARY TRANSPORTATION AND ENVIRONMENTALLY HARMFUL WASTE.

3. page 1page 1
CONTENTS / Anovo services p. 2 / Benefits to clients p. 3 / ANOVO, partner in my digital world p. 4-5 /
A “Multi-Local” Group p. 6-7 / Providing local service to meet consumer needs p. 8-9 / A must: market leading
technology logistics p. 10-11 / New product introduction: product validation & customisation p. 12-13 / A core
capability: repair and refurbishment p. 14-15 / A strong demand: on-site service and installation p. 16-17 /
A new trend: extended warranty solution p. 18-19 / A requirement: extending the life of digital products p. 20-21 /
A multi-cultural entrepreneurial team p. 22-23 / Aurélien Ducroz: World Freeride Champion in 2009 p. 24
In today’s digital world, ANOVO has become the leader in after-sales service solutions for the
world’s major technology players: manufacturers, operators, retailers… ANOVO’s teams are involved
throughout every stage of the product lifecycle from initial design to regeneration & reuse via an
integrated portfolio of solutions focused on driving overall efficiency of the reverse logistics chain.
With 22 Multi-service Centres of Excellence, ANOVO has developed its own proprietary information
systems, which together with some 20+ years’ expertise covering after-sales service solutions for
the technology industry, ensures that consumers get the maximum enjoyment from their digital
world.
A pan-European leader in
after-sales service solutions
for the digital age
units processed each year
Operations in
11 countries
Coverage of
29 countries

4. page 2
Lifecycle Management
ANOVO’s offering goes far beyond simple repairs. We provide support throughout the product’s lifecycle. Our services starts upstream
with technology validation and product customisation before products are released on the market. And on the downstream side,
ANOVO provides a range of reverse logistics services: performing tests, sorting, managing spare parts, answering customer calls,
providing express delivery of replacement parts and on-site repairs or replacing them for the customer directly on site. Finally,
we offer a second life to products through asset recovery and recycling within the framework of the WEEE.
ANOVO services
Manufacturers Operators Retailer
VALUE ADDED OFFERING
Regeneration
Warranty extensions
Logistics hubs
Warehouse On-site
Repair/Refurbish
CORE CAPABILITIES
OPERATIONS /CENTRES OF EXCELLENCE
France Region*
United Kingdom
Nordic Countries**
Spain
Italy
Chile - Peru
* Including Switzerland, Belgium and Poland
** Including Sweden and Norway
TELECOMMUNICATIONS MULTIMEDIA

5. page 3
Improve customer experience
Consistent service quality
As the digital marketplace becomes increasingly competitive, the
customer experience is ever important for developing brand loyalty and
in turn driving competitor advantage.
ANOVO understands the customer experience is a journey... as such
we focus on the customer and not just the repair solution. Using our
industry experience, customer relationship management systems and
customer care experts, we can minimise costs whilst ensuring a customer
experience to live up to the client’s brand.
ANOVO has significant expertise across Europe supported by numerous
local resources, providing our clients with the best possible multi-local
solution.
Working within a structured framework, ANOVO ensures a consistent
level of service is maintained across Europe, for which the Key Account
Manager is fundamental to delivering this as the client’s single point of
contact.
Minimise after-sales service costs
Protecting the planet
ANOVO can significantly reduce after-sales service costs, particularly when appointed
sole reverse logistics partner across Europe. Our ability to pool resources, develop
test benches that allow us to diagnose breakdowns, coupled with our proprietary
information systems that deliver valuable real time data... We can ensure that the
client is fully informed about both the quality and profitability of their operations
throughout Europe.
By the very nature of our business, ANOVO contributes to sustainable development of electronic
products. Indeed, by repairing defective products, picking up those that are no longer useful to
consumers and recycling them, ANOVO gives them a second lease of life. Thus, ANOVO both
minimises electronic waste and makes products available once again to the public. Furthermore,
ANOVO manages product end-of-life, an economic and regulatory necessity today for every player
involved in the digital chain in Europe (WEEE* and RoHS**). Finally, the ANOVO offering, which
is multi-site by its very nature, avoids returning products to the factories that manufactured them,
usually located in Asia. The CO
2
footprint of the ANOVO offering is also among the smallest in the
market.
Benefits to clients
* Electrical and Electronic Equipment Waste
** Restriction of Hazardous Substances

6. page 4
On-site
In less than two days, an ANOVO technician
repaired and reconfigured the high-speed modem
at the Smith home in Leeds, Yorkshire. This operation
was performed by ANOVO on behalf of the operator,
endorsed by the manufacturer.
ANOVO, partner in my digital world
Exchange
Stockholm based Per has just called the service
hotline as there is a problem with his laptop, which
is still covered under the manufacturer’s warranty.
ANOVO will exchange the laptop under terms
of the warranty. In tandem, ANOVO will take care
of the repairs to the faulty laptop, refurbish &
repackage and use for future exchange.
In the remote far reaches of Norway,
the Olsen family enjoys the full Viaset
satellite offering - organised and
installed by ANOVO.
Install

7. page 5
Warranty Extension
Thanks to the extended warranty option chosen
by the Grapelli family with their retailer, when the
flat-screen TV failed, ANOVO sent two technicians
to their home to repair the unit on-site.
ANOVO, partner in my digital world
Repair
ANOVO repairs Jaime’s and Pablo’s game
consoles in Madrid and Barcelona on behalf
of the manufacturer. Turnaround time is less
than three days.
Reuse
Jennifer in Marseille bought a used, refurbished
mobile phone with a MP3 music player online
from ANOVO. Working with operators and retailers,
ANOVO offers high quality refurbished digital products.

8. page 6
A “Multi-Local” Group
 Kristinehamn: NOKIA, SONY, ERICSSON, LG, SAMSUNG…
 Gävle: TELIA, NETGEAR…
 Västerås: FUJITSU SIEMENS, HP, PHILIPS, SAMSUNG, LG, MEDIA MARKT…
 Oslo: CANAL DIGITAL, VIASAT…
 Nacka: SONY ERICSSON, NOKIA, HTC…
Nordic countries
 Madrid: VODAFONE, SONY ERICSSON, NOKIA, TELEFONICA, RIM…
 Málaga: HP, NINTENDO, DELL, SAMSUNG, TOSHIBA…
Spain
 Saronno: PHILIPS, FIMI, IBM, HP, SKY ITALIA, EXPERT, DIXON, INGENICO, DELL…
Italy
 Lima: TELEFONICA, CLARO (GROUPE SLIM), IBM, SONY ERICSSON, NOKIA…
 Santiago: TELEFONICA, ENTEL, SONY ERICSSON, VTR...
South America
 Norwich: O2, NOKIA, SAMSUNG, PHONES4U, ORANGE, TESCO MOBILE,
CARPHONE WAREHOUSE…
 Manchester: PACE, ASDA, FUJITSU-SIEMENS, DELL, LENOVO...
 Enfield: BT, NETGEAR, TALKTALK, TANDBERG, ORANGE…
 Thetford: NOKIA…
United Kingdom
France Region (France, Belgium, Switzerland and Poland)
 Brive: ORANGE, LG, SONY ERICSSON, TCL ALCATEL, THOMSON TELECOM…
 Toulouse Nord: SAGEM Wireless, MODELABS, SAGEM SECURITY…
 Beauvais: CANAL+, NETGEM, SFR, THOMSON, PACE, BELGACOM, UPC, NUMERICABLE...
 Angers: IBM, MITAC, PACKARD BELL, ASUS, CPT, LENOVO, DELL, ACER…
 Montpellier: Thomson, Olivetti, ORANGE...
 Neuchâtel: CABLECOM, PACE, THOMSON, TOM TOM, DELL…
 Brussels: BETV, CANALDIGITAL, VOO, GIGASET, PACE…
 Warsaw: FUJITSU-SIEMENS, CYFRA+, HP, TPSA, LENOVO, THOMSON…
 Wroclaw: IIYAMA, CPT, IBM…
Santiago
chilE
argentinA
Lima
pEru

9. Angers
Madrid
Gävle
Oslo
Brive
Kristinehamn
Montpellier
Norwich
Thetford
Enfield
Beauvais
Neuchâtel
irEland
SWEDEN
LATvIA
ESTONIA
LITHUANIA
CZECH
REPUBLIC SLOVAKIA
AUSTRIA
HUNGARY ROMANIA
BULGARIA
poland
ITALY
Spain
france
GERMANY
DENMARK
benelux
NORWAY
FINLAND
SWITZERLAND
UNITED KINGDOM
PORTUGAL
Brussels
Warsaw
Saronno
Málaga
NETHERLANDS
SLOVENIA
GREECE
Västerås Nacka
Wroclaw
Manchester
Toulouse
ANOVO opera tions
COUNTRIES COVERED
Multimedia
Telecommunications

10. page 8
Clean Room – Angers Centre of Excellence (France)
Norwich Centre of Excellence (United Kingdom)
Providing local service to meet consumer needs
Whether specialised in telecommunications, or multimedia, ANOVO’s 22 Centres
of Excellence offer unsurpassed expertise, technology & processes to consistently deliver
best results.
In a highly secure environment, our team of skilled operatives work to solve problems with
the latest generation technology. Millions of products come to be diagnosed, repaired and/
or refurbished. All progress is tracked and analysed to ensure the client is always fully
informed.
Welcome to our Centres of Excellence.

11. page 9
Clean Room – Angers Centre of Excellence (France)
Providing local service to meet consumer needs
Cutting-edge surgery
on an industrial scale

12. page 10
A must: market leading
technology logistics
Identifying the level of service a product needs is an essential first step in optimising its
refurbishment. Indeed, this helps direct the product to the appropriate repair or refurbishing
network, thus reducing the cost of customer service whilst limiting unnecessary transportation
costs. Furthermore, screening and testing operations help to considerably reduce the turnaround
time, limiting carrying cost.
Norwich Centre of Excellence (United Kingdom)
Customised supply chain designed for MEDIA MARKT
T
he German retail chain MEDIA MARKT, a leading European
specialist in consumer electronics, has a presence in Sweden with
8 superstores. Every day, ANOVO collects all products that have
been returned as defective. Centralised at the Västerås Centre of
Excellence, the products are first checked and screened according
to the level of service required. Any items that are DOA (Dead on Arrival) can
be sent back to the respective manufacturers. In addition, ANOVO also offers a
full repair management service to MEDIA MARKT, this involves in-house repair
by ANOVO and outsourced managed repair when required. Finally all repaired
products are returned to store, managed directly by ANOVO.
A reverse logistics hub for NOKIA
I
n Thetford, UK, ANOVO has set up a reverse logistics
hub (L-Hub) for NOKIA that centrally manages the entire
range of NOKIA mobile phones under warranty. Each
month, ANOVO receives tens of thousands of phones
returned by the various channels. ANOVO checks each
device and sends it to the appropriate repair network. More
than 200,000 products have already passed through this L-Hub
since its launch in January 2007. As a client for more than
11 years, NOKIA chose ANOVO for its competence in digital
technology logistics on a European scale. The L-Hub allows
NOKIA to deliver fast turnaround times and in turn, maximise
customer service.

13. page 11aNOVO strengthens our partnership with
manufacturers by collecting all returned products
from every brand for major retail chains.
It’s good for the planet
ANOVO local service capability
reduces transportation
requirements, resulting in
less carbon emissions.
“E-tracking”: a gold mine of information!
Nothing escapes unnoticed! As soon as a product enters the ANOVO network, it is
“tracked” by our proprietary information systems that never let it out of their sight.
Barcode readers track the product’s location in real time, identify its downtime and
keep a detailed list of all operations performed. Clients can use the Internet to track
the chain of operations and analyse the data and statistics prepared by ANOVO. Online
updating of the model and its serial number make it easy to optimise management of
a replacement inventory. But that’s not all: “E-tracking” provides access to a unique
knowledge base on the products. Exploiting this information not only helps to provide
more effective customer service, but also streamlines the design and engineering of
products upstream.
Automated test benches
to diagnose failures
A
t the Beauvais Centre of Excellence,
test benches have been specially
developed to test set-top boxes,
the same has been done in Soranno
for SKY ITALIA. The goal is to
diagnose failures as quickly as possible with
optimal reliability. This is the reason ANOVO
has developed, with the support of the main
manufacturers, automated test benches, to
recognise failure modes. They work to identify
the problem and advise the most appropriate
solution. The benefit is less downtime whilst
minimising service costs.
Test benches
Beauvais Centre of Excellence (France)

14. page 12
New product introduction:
product validation & customisation
ANOVO is increasingly involved before products are released on the market, allowing our clients
to reap the benefits of our reverse logistics expertise. For example, we validate the performance of
3G phones, their specific characteristics (software & hardware) and compatibility with various interfaces,
infrastructures and current standards and help manufacturers source their components from China.
ANOVO can also customise products according to the specific needs of our clients: order preparation,
packaging, pre-programming & loading software, branding, etc.
Customised & delivered by ANOVO
A
NOVO offers a truly customised fulfilment service for telephone operators and MVNOs
*
. Whether working for
ORANGE ENTERPRISES, SFR in France, Nokia’s virtual stores in the United Kingdom or for remote sales on
behalf of CANAL+… ANOVO configures products, loads and tests software, manages the physical assembly of
products and puts these customised product packages together with the appropriate accessories and marketing
documentation. Finally, ANOVO can dispatch the entire package directly to subscribers or to points of sale.
Validation of the electromagnetic compatibility
of the Airbus A380
A
NOVO was selected to conduct the electromagnetic compatibility
(EMC) tests for the certification of the A380 that were successfully
passed. This test assessed the impact of electronic signals on the
plane’s systems caused by lightning and electromagnetic fields. Non-
interference tests (compatibility between the plane’s different emitters and
receivers) were also performed. These conclusive tests made it possible to validate
the specifications of Airbus’ engineering department. More generally, for Airbus
and its line of planes (A380, A350 and A400M), ANOVO has performed services
focusing on measuring the electromagnetic compatibility of onboard equipment and
methods of protection against lightning. Eight specialised ANOVO engineers and
technicians work with Airbus’ teams in Toulouse, maintaining regular contact with
ANOVO’s laboratory team based in Brive. We perform a range of turnkey technical
services for which the deliverables generally consist of test or technical reports.
Product validation is particularly advanced in telecommunications, where ANOVO
has expertise both in repairing mobile devices and in maintaining infrastructure
and networks technologies.
Product validation is particularly advanced
in telecommunications, where ANOVO has expertise
both in repairing mobile devices and in maintaining
infrastructure and network technologies.
* Mobile Virtual Network Operator

15. page 13as a member of the LaBSYS european excellence Cluster,
aNOVO invested in a 3D anechoic chamber in Brive
to validate digital technologies.
Quality assurance for components made in China
Based in northern Shanghai, the ANOVO Kunshan office has key expertise in component procurement and quality assurance
in China. ANOVO supports its European clients to verify the quality of new products and technologies against a defined and agreed set
of specifications. The goal is to ensure the highest possible quality standards before product are brought to market, thus minimising
service costs upon market launch.
3D anechoic chamber
A
s part of the European Excellence
Cluster ELOPSYS, ANOVO is supporting
a research project called LABSYS.
For the project, ANOVO invested in
a 3D anechoic chamber for our Brive
site that works to validate and classify digital
technologies. This year, for example, ANOVO
was able to validate the radio performance of
certain GPS devices, validate passive and active
radio communications antennae, validate 3G
technology for network-enabled PCs, validate
the next generation of mobile phones that will
be able to receive digital terrestrial television
using DVB-H technology, and even validate new
wireless products.
Anechoic chamber
Brive Centre of Excellence (France)
It’s good for the planet
Validating new technologies before they
are released on the market helps to
avoid massive returns or withdrawals,
reducing the carbon footprint.

16. page 14
A core capability:
repair and refurbishment
Technology repair is at the heart of ANOVO’s business, whether this calls for renovating, refurbishing
or reconditioning a product, updating a piece of software or replacing an electronic component,
ANOVO applies our industrial approach to all types of digital technologies. Optimising these
processes allows us to provide our clients with optimised turnaround time combined with a warranty
on our repairs.
HP door-to-door customer service
with ANOVO
F
or HP, ANOVO has developed a unique “Collect and
Return” customer service for all their desktop and
laptop computer lines. In the event of equipment
failure, customers call the hotline, provide their
identification and a courier service collects the
product on site. It is then sent to an ANOVO Centre of
Excellence for repair after which it is returned directly to
the customer. All within five days! At present, this service is
in place in six countries: Spain, Portugal, Czech Republic,
Slovakia and Italy. It is available both for products both
in and out of warranty. In the latter case, a quotation is
first established for the customer. The status of repair is
monitored by our proprietary “E-tracking” application to
which HP is connected, allowing it to follow in real time each
phase of the product repair process.
IBM: new resolution for motherboards
A
NOVO manages the entire reverse logistics and repair chain for
Lenovo brand computers (IBM) through its centre of excellence in
Angers (France), Saronno (Italy) and soon Västerås. A total of 18,000
motherboards are processed and repaired each year. This repair
service requires a sophisticated level 3 repair that requires specific
tools and training. As IBM operating manager at ANOVO put  it, “IBM chooses
ANOVO to optimise its warranty costs and make its after-sales service more
effective. Just like our major international clients, IBM appreciates the ability to
monitor the entire repair chain online, to have identical procedures across all
concerned sites, as well as having just one partner responsible for directing the
relationship within the Group.”

17. page 15
A clean room to operate on flat-screens
Imagine a surgical space with a controlled environment where experts dressed in white
from head to toe perform operations demanding the highest level of precision.
Introducing: the class 1,000* clean room at the
Wroclaw (Poland Centre of Excellence). Here,
the patients are LCD and plasma display panels,
up to 67”. We change the polarizing filters, tabs and
logs, and we burn pixels. Authorised by major Asian
panel manufacturers such as CMO and CPT, the centre
sees more than 1,500 LCD panels each month.
* with a class 100 area
It’s good for the planet
By repairing and refurbishing
digital products, ANOVO
prolongs their life span and
prevents them from being
scrapped too soon. Some
products can be redirected
toward different industries
or markets for their new life!
Furthermore, the main Centre
of Excellence are certified
ISO 14001, which means that
they minimise their impact
on the environment in terms
of resource use and waste
management. The clean room at the angers-Beaucouz?
Centre of excellence: unique place in all of europe.
The NINTENDO Wii:
a tremendously successful console!
A
fter the Wii launch achieved global success, Nintendo was faced with a substantial challenge: how could the
company handle consoles returned from the distribution networks that often did not show severe defects but were still sent to the repair networks? Since July 2007,
ANOVO has been receiving Wii returns in Spain. The Málaga Centre of Excellence checks them and updates them (software, parts, etc.) when necessary. Nintendo has two objectives in the operation: reducing its reverse logistics costs and putting products under warranty back into the network as quickly as possible. For those that require more extensive repairs, ANOVO sends them to the manufacturer in Germany or else repairs them on site, depending on the level of approval. Thanks to “e-tracking,” Nintendo can use the web for real-time tracking of the thousands of Wii consoles handled by ANOVO each month, receiving precise & regular reports. The next step for Nintendo will be to carry out the repair so that increasingly demanding consumers will not be deprived of their game consoles...
Repairing a Wii
Màlaga Centre of Excellence (Spain)

18. page 16
A strong demand:
on-site service and installation
Today, the deployment of ANOVO’s on-site assistance and maintenance offering makes it possible
to directly respond to consumer needs in a proactive manner. At the request of our clients and with
rapid response times, ANOVO technicians are dispatched on-site for every type of service call.
In European hospitals
with ERGOTRON
E
RGOTRON is a US company specialised in workstation
ergonomics. For Benelux, Germany, the United Kingdom and
France, ANOVO guarantees the commissioning, preventive
maintenance and repairs for mobile computer equipment and
displays especially designed for hospitals.
In Italy ANOVO provides maintenance
for the gaming machines
of Lottomatica and Sisal Slot
A
NOVO provides maintenance for more than 1,000 machines
that record the gaming bets for LOTTOMATICA (the Italian
lottery) in the Trentino Alto Adige region. The ANOVO
technician must respond within two hours after being
called, including Saturdays. A significant challenge for
teams whose scope of operations cover all regions of Italy. For SISA L
SLOT, a gaming company licensed by the Italian government, ANOVO
technicians guarantee the installations and maintenance of more than
3,000 slot machines within a maximum eight hour response time
including Saturdays.
More than 65,000 installations each year in Norwegian homes
I
n Norway, ANOVO has been managing satellite dish installation at customers’ homes for VIASAT and CANAL DIGITAL
through our network of 120 approved installers (ANOVO -NETT). It also visits the homes of RIKS TV subscribers to
set up the digital television network and homes of ACER customers to install and repair the brand’s computers. These
clients chose ANOVO for its ability to provide a single, simple interface combined with effective coverage in terms of
territory. Through a direct connection between their systems and ANOVO’s, they can transparently view the status of
installations. Finally, the reporting system informs them of the level of satisfaction among end customers and profitability
on the service provided.

19. page 17
At home with BT
I
n the United Kingdom, when users of the “BT Broadband System”
service have a connection problem at home, they contact a call
centre to try to resolve it. If necessary, they receive a visit from an
ANOVO technician. Each morning, BT sends a list of these scheduled
visits for that same day or week to ANOVO UK. ANOVO also assists BT
subscribers with installs and repairs their high-speed modems (the “BT
Home Hub”). This service is handled by the Enfield Centre of Excellence in
England, which repairs the modems and sends them back to subscribers
directly. As a client of the group for more than twelve years, BT relies on
ANOVO’s expertise to expand its offering of at-home services.aNOVO
visits the
consumers?
homes on
D+1 thanks
to dynamic
management
of their local
agents together
with spare parts
logistics.
It’s good for the planet
Providing maintenance
service at subscribers’ homes
avoids travel by consumers
as well as transportation of
products (costly in terms of
CO
2
) to repair centres that
are sometimes located in the
product’s country of origin
(South-East Asia or Central
Europe).

20. page 18
A new trend:
extended warranty solution
When purchased, a digital product is covered by a minimum one-year manufacturer’s warranty.
But more and more manufacturers, operators & retailers are offering extended warranties that also
cover risks related to product use. This trend creates return flows because it is more cost-effective
to repair or furbish a returned product than to replace it with a new one. ANOVO has launched
an offering to support extended warranty on behalf of clients and insurers: this solution includes
receiving calls on a free-phone number, accepting, repairing or replacing products and then sending
them back to the consumer.
A “customised” service for UNIEURO and EXPERT
I
n Italy, ANOVO manages extended warranties for products sold by UNIEURO
and EXPERT, two leading electricals retail chains. A broad range of products
(flat-screens, game consoles, digital cameras, laptops, mobile phones, etc.) of
all brands are offered with extended warranties, the technical support of which
is handled entirely by ANOVO. This comprehensive service helps to improve
customer relations and enhance the offerings of these two retailers.
A “VIP” solution for TELIA’s customers
T
ELIA SONERA is the historical telephony operator in Sweden.
When a subscriber purchases a mobile phone, they can add a
“guaranteed replacement” service that is valid for two years. If the
phone breaks, the subscriber can request a replacement phone over
the Internet. ANOVO, which manages replacement inventory for TELIA,
then sends out a replacement telephone that same day. The subscriber receives
the replacement mobile phone with a prepaid envelope to return the defective
model. The returned phone will be repaired by ANOVO, restored and added to
the replacement inventory for a future request. There are two advantages for the
TELIA consumer: they don’t need to travel and they are guaranteed a mobile
phone in case of emergencies. For TELIA, ANOVO provides a comprehensive,
integrated service that can be tracked in real time over the Internet.

21. page 19
SAMSUNG, or the invisible repair
I
n Sweden, ANOVO manages a replacement inventory
of LCD monitors for SAMSUNG. These are repaired products
that can be given quickly to consumers in case of equipment
failure. So, when a repair request is made, ANOVO supplies the
user with a product from its inventory to replace the defective
screen. In less than two weeks, ANOVO will repair the screen, which
will then be used to resupply the replacement inventory.Some clients anticipate and finance a replacement inventory
based on an estimate of returns so that the customer
is always satised. That?s standard for exchanges.
It’s good for the planet
When consumers sign up for
an extended warranty, they
are paying to prolong the life
of their product. Without even
realising it, they are helping to
reduce electronic waste.

22. page 20
A requirement: extending
the life of digital products
By prolonging product life and recycling its components, ANOVO prevents premature obsolescence
and contributes to reduced electronic waste. By offering a second life to digital products, ANOVO
also creates many economic (contributing to the development of new commercial industries) and
social opportunities (access to “second hand” products). Finally, by sorting materials at the end
of a product life, ANOVO feeds raw materials into the recycling industry so that they do not end
up as environmental waste.
Added value for product traceability and recycling
Modifications to the WEEE Directive to promote the reuse of our electronic products.
In December 2008 the Baraso Commission proposed revisions to the directive that will be submitted to the European Parliament for debate
in September 2009 with application expected in 2011. The primary purpose of this revised draft directive is to reduce the destruction of
electronic products at the end of their lifecycle that are often still operational in favour of their reuse. After repairs, the products are then
resold as second-hand material, in turn contributing to reducing the digital divide.
Resale
Computers
Mobile phones
Sorting/Testing
Resale
Love2Recycle
Warranty extension,
Web shop
Recycling
A
NOVO has developed an online community recycling platform
to offer our customers & consumers the opportunity to
extend product life and reduce electronic waste. Through the
“Love2Recycle” initiative, and similar white-label solutions,
mobile phones are collected via a trading website and then
recycled. The system is simple – consumers first select their model, find the
price and confirm the order – once the phone is received by our technical
teams, the product is tested, payment is sent and ANOVO refurbish the
phones giving them a new lease of life. ANOVO today runs this type of
partnership with operators such as Telefonica in Spain, SFR in France
and retailers like cdiscount.com, rueducommerce.com in France and
moneysupermarket.com in the United Kingdom. This service represents
an advance on future developments of the WEEE DIRECTIVE
Collection

23. page 21
Regeneration
T
he Group created a consumer facing website to resell
second-hand, refurbished digital products. Products
collected through the Love2Recycle channel along with
DOA* store returns, after being refurbished are resold
via this portal together with an appropriate guarantee. An
extended warranty option is also offered.
It’s good for the planet
Originally to support the O2 business,
the Norwich Centre of Excellence raised
its level of environmental compliance by
obtaining new labels specific to processing
electronic waste (WEEE). Leading the way
for our Centres of Excellence, it obtained
ISO 14001 certification, demonstrating
its high environmental quality in the use
and management of rare resources (water,
energy and waste).
* Defective On Arrival
ANOVO signs the ORDI 2.0 charter
T
he French government launched a national
action plan to fight against the digital divide that
includes a goal of having all households equipped with
computers as soon as possible before 2012. To this
end, ANOVO signed the Ordi 2.0 charter, proving its
commitment to a national effort to recondition computers under
a programme for economic solidarity and environmental quality.
Under this programme ANOVO supports companies that
would like to donate computer equipment to their employees,
associations and schools through a service that covers testing,
data overwriting and reconditioning. The very nature of aNOVO?s
business contributes to
sustainable development.

24. page 22
The Business Unit Manager at the heart of our organisation
is responsible for proposing and delivering our offerings
to local customers. In this task, he or she is assisted by
four corporate functions:
• Sales & Marketing department;
• IT department;
• Finance department;
• HR department.
All Business Unit Managers act as entrepreneurs,
responsible for deploying ANOVO offerings to meet
the needs of their customers and develop convincing
commercial propositions to drive ongoing improvements
in the services provided. All Business Unit Managers
report to their local CEO, each of which is a member of
the ANOVO Group’s Executive Committee. This structure
results in a multi-cultural and multi-local team focused on
customer service performance.
To deliver the highest quality of service directly to its customers, ANOVO is organised by Country
and Business Unit.
A multi-cultural
entrepreneurial team

25. page 23
Pierre Hessler, Independent Director and Chairman of the Compensation Committee: Formally Vice President and Managing
Director of marketing, services and operations, for IBM Europe, he then joined Capgemini where he was notably responsible
for managing consulting operations. Today he is a non-voting member (censeur) of the Board of Directors of Capgemini
and a member of the Board of Directors of Bureau Veritas.
Jean-François Prevost, Independent Director and Chairman of the Audit Committee: Formally, Deputy Managing Director
with Natexis Banque Populaire, responsible for the trading bank. Career highlights include notably founding and directing
the US operations of the Banque Française de Commerce Extérieur (French international trade bank) in New York.
Jean-Jacques Damlamian, Independent Director and Chairman of the Strategic Committee: Independent Consultant.
Previously, he held several key positions with in France Telecom until 2004: Director of Industrial and International Affairs,
Group Sales, Executive Director of the Development Division and Executive Director of Technology and Innovation for the
Group. He serves on the Board of Directors of several companies in the development phase.
Pascal Wagner, Independent Director: Joining CGM in 1985 where he became responsible for Financière de l’Atlantique,
subsequently becoming the STEF-TFE Group. He became Secretary General in 1998 until his departure in 2009. He has
since established his own consultancy company.
Jean de la Villardière, Independent Director: He began his career as a Sales Engineer with RANK XEROX, subsequently
becoming an IT broker with ÉCONOCOM. He established IRIS COMPUTER in May 1993, then in October 2007, following
its sale, continued to serve as Chairman of GLOBAL TECHNOLOGIE and it subsidiaries. He resigned from this position
in March 2008.
Emmanuel Brossard-Ruffey, Independent Director: He began his career in 1992 as a member of the management team of
Systèmes d’Informations of the SUEZ ENVIRONNEMENT Group. He obtained a Masters degree in 2008 in management
finance strategy from IFG/ICG. He created the ANOVO shareholders Association (AAAN) in early 2008 to provide a vehicle
whereby individual shareholders could be represented and is currently contributing to enterprise transformation and
information system expertise missions for the Areva. IT subsidiary.
Christophe Liénard, Director and Deputy Chief Executive Officer: Graduate of the school of «Arts et métiers» (Ensam).
After ten years with Atlas Copco as Chief Logistics and Production Officer, he joined ANOVO as Chief Industrial Officer
in 1999, subsequently Managing Director of ANOVO of the Beauvais site in 2000 and Deputy Managing Director of the
ANOVO Group in 2003.
Gilbert Weill, Chairman and Chief Executive Officer: He joined ANOVO in April 2002. Previously he was responsible for
two regions (Nordic Countries and the United Kingdom). The larger part of his career has been in the automation and
telecommunication industry. He joined and managed from 1966 to 1981 CAMP (automatic fare collection equipment),
sold to Alcatel for whom he subsequently served as Executive Vice President of CGA Alcatel. From 1990 to 1998 he joined
Dassault Electronique where he was Vice Chairman and CEO of Dassault AT. From 1998 and 2002, he was the CEO of
CS-Security, a subsidiary of CS-Communication and Systemes.
A Board of Directors comprised of Independent Directors and Shareholders.

26. page 24
Aurélien was initiated to the world of skiing at a very early
age. Born in 1982 in Chamonix, son of a mountain guide
and a ski monitor, he was naturally drawn towards alpine
sports. This began with competitive ski jumping that
would lead to his qualification for the French national
team and two junior French championship titles. However,
driven by a quest for new sensations, more freedom and
more rugged terrains, he developed his techniques in
snowboarding and high mountain skiing, very quickly
attaining a world-class level.
During this atypical itinerary, he was selected, notably
for the fluidity of his downhill style and jumps. These
qualities resulted in a selection to serve as the double for
the lead actor (Nicolas Duvauchelle) in the feature film
Snowboarder (2003).
He then decided to become a freerider, joining the World
Cup circuit where he won prestigious titles (Engadine snow,
Xtrême de Verbier, Snowbird World Cup in the US).
In March 2009 after a partnership of four years, Aurélien
won the ultimate prize… and not just anywhere! At the
Xtreme de Verbier, “The” competition of reference, in
the company of the world’s best riders, Aurélien won his
first World Championship title. After a performance that
will remain remembered and on a 55° slope, Aurélien
established his position new leader of his field.
For the last five years, Aurélien Ducroz has represented the values of ANOVO with conviction at
the major international Freeride competitions. A successful sponsorship, ANOVO believed 110%
in his potential. After two years in which Aurélien finished third and second, this result is the
consecration, symbolised by the first world championship title. A series of remarkable successes
by an exceptional figure without a doubt capable of meeting every challenge.
• 1996-2002: Selected for the French Ski Jumping Team:
3 French junior championship titles.
• 2003-2004: Joins the World Cup circuit: 3
rd
in the final
World Cup ranking.
• 2004-2005: Freeride worldwide vice-champion.
• 2005-2006: Winner of Engadine Snow (Switzerland),
Winner of Xtrême de Verbier (Switzerland).
• 2006-2007: Winner of the Snowboard World Cup (US)
and 3
rd
in the final World Cup ranking.
• 2008: 3
rd
place in the 2008 World Freeride Tour.
• 2009: Winner of the Xtrême de Verbier.
• 2009: World Ski Freeride Champion (Freeride World
Tour 2009).
After becoming a champion so young, further surprises
are no doubt on the horizon. It is therefore no surprise
that this sportsman with a taste for adventure has taken
on new challenges. First, becoming the father of his child
Marius who still has not reached his first year and then to
participate in the “Transatlantic 6.50”, a solo transatlantic
race! Targeted for 2011: Latitude Snow, Longitude Sea.
Aurélien Ducroz: World
Freeride Champion in 2009

27. Design, creation, editorial and production
Photo credits
ANOVO photo library – Getty Images

28. 31, rue des Peupliers
F-92100 Boulogne-Billancourt
Tel.: [phone]
Fax: [phone]
www.a-novo.com