Assignment-6-KPIs-Monitoring-System-and-Government-Support

1.

Assignment 6: KPIs,
Monitoring System &
Government Support
Independent Auto Accident Assessment & Legal Support Company
Team: Abylaikhan Sekerbek, Arsen Bayakhmet, SE-2329
KAZAKHSTAN MARKET

2.

Business Overview
The Problem
Insurance assessments are often biased or slow,
leaving accident victims frustrated. Many clients
lack clarity on their legal rights and proper
compensation pathways.
Our Solution
We provide independent damage assessment
services paired with optional legal support, ensuring
transparency and fair outcomes for all parties.
Target Customers
Individual car owners and accident victims
SMEs and fleet operators
Lawyers requiring expert assessment
Service stations and repair shops

3.

Why KPIs Matter
Tracking Growth
Ensuring Quality
Optimising Efficiency
We monitor customer satisfaction
KPIs help us measure business
and service delivery standards to
Tracking processing times and costs
expansion, revenue trends, and
maintain excellence and build long-
allows us to streamline operations
market penetration throughout our
term trust.
and maximise profitability as we
first year of operations.
scale.
All KPIs follow SMART principles (Specific, Measurable, Achievable, Relevant, Time-bound) with quarterly ramp-up targets reflecting
natural business growth from Q1 through Q4.

4.

Seven Core KPIs & Targets
KPI
Definition
Quarterly Targets (Q1→Q4)
Month 12
Monthly Revenue Growth
Average month-on-month increase in
revenue
+10–15% avg growth after M2
12M KZT
Completed Assessments
Number of assessments finished per month
Q1: 20 | Q2: 35 | Q3: 55 | Q4: 80
80
Customer Satisfaction
Client rating score or percentage satisfied
≥90% (or ≥4.6/5) across all quarters
≥92%
Avg Processing Time
Days from case intake to completion
Q1: ≤5d | Q2: ≤4d | Q3: ≤3.5d | Q4: ≤3d
≤3 days
Repeat/Referral Rate
Percentage of returning or referred clients
Q1: 10% | Q2: 15% | Q3: 20% | Q4: 25%
≥25%
Legal Success Rate
Cases won or settled favourably (%)
Q1: 55% | Q2: 60% | Q3: 65% | Q4: 70%
≥70%
Cost per Assessment
Average operational cost per completed
case
Q1: ≤22k | Q2: ≤19k | Q3: ≤16k | Q4: ≤14k
≤14k KZT

5.

Our Monitoring System
Data Sources
CRM (client records), accounting software (financials), customer surveys (satisfaction), and legal case
logs (outcomes).
Workflow
We collect data continuously, analyse it weekly or monthly, and generate reports for review at quarterly
business meetings.
Team Roles
Founder oversees strategy, Operations tracks cases, Accountant handles financials, Marketing
measures satisfaction, Legal monitors case outcomes.
Review Frequency
Operational metrics reviewed weekly, financial KPIs monthly, strategic targets assessed quarterly to
ensure agile decision-making.

6.

Monitoring Tools & Responsibilities
KPI
Tools/Software
Data Collection Method
Frequency
Responsible
Revenue Growth
Excel / Google Sheets,
Accounting software
Monthly revenue reports from
financial records
Monthly
Accountant
Completed Assessments
CRM (Bitrix24/Notion)
Case status tracking and
completion logs
Weekly
Operations
Customer Satisfaction
Google Forms, CRM
feedback module
Post-service surveys sent
automatically
Weekly
Marketing
Processing Time
CRM (Bitrix24/Notion)
Automated time stamps from
intake to closure
Weekly
Operations
Repeat/Referral Rate
CRM, Google Sheets
Client source tracking and referral
codes
Monthly
Marketing
Legal Success Rate
Case tracking folder, Excel
Legal outcome records per case
file
Monthly
Legal
Cost per Assessment
Accounting software,
Excel
Monthly expense allocation per
case volume
Monthly
Accountant

7.

Government Support Options in Kazakhstan
DAMU Fund
Offers loan subsidies and guarantees
to reduce financing costs for small
businesses and startups.
Atameken Chamber
Provides free business training,
consulting services, and networking
opportunities for entrepreneurs.
Regional SME Programs Innovation Grants
City and regional initiatives like Isker
Aimak offering localised grants and
support for entrepreneurs.
Special funding for technology-driven
businesses and digital transformation
projects in key sectors.
Baiterek Programmes
National development initiatives
supporting priority sectors with grants
and low-interest financing.
eGov Services
Online platform for business
registration, grant applications, and
accessing SME support programmes.

8.

Example: Accessing DAMU Support
Step-by-Step Guide
Register
Business
Officially register
your company
Prepare
Business
Plan
Create clear financial
and operational plan
1.
Submit for
Subsidy
Apply
Through
Bank
Provide documents
for DAMU subsidy
review
Submit application
via partnered bank
Register your business and select an
appropriate tax regime with the tax
authority
Sign & Report
2.
Sign agreements and
file required reports
Prepare a detailed business plan with 12month financial projections
3.
Apply for a loan through a DAMU partner
bank
4. Submit required documents for DAMU
The DAMU application process typically takes 4–8 weeks from initial bank contact to final
approval, depending on documentation completeness and loan amount.
subsidy or guarantee programme
5. Sign agreements, receive support funds, and
submit periodic usage reports

9.

How Government Support Impacts Revenue
Growth
The Impact Chain
DAMU Subsidy
Lower Financing Cost
Increased Marketing Budget
More Cases → Faster Revenue
Government subsidies and loan guarantees
significantly reduce our financing costs. This
creates additional budget capacity for marketing
campaigns and equipment purchases.
With more resources allocated to client acquisition
and operational capacity, we can handle a higher
volume of cases. This directly accelerates our
monthly revenue growth trajectory, helping us
reach our 12M KZT target faster whilst maintaining
quality standards.
Example: A 5% interest subsidy on a 10M
KZT loan saves 500K KZT annually—
enough to fund two months of digital
marketing or hire an additional assessor.

10.

12-Month Roadmap to Success
M1: Setup
1
Legal registration, team formation, office setup
2
M2: Pilot
First 10 clients, refine processes
M3: Stabilize
3
Standard procedures, quality control
4
M4: Partnerships
Service stations, lawyer network
M5: Capacity
5
Hire assessor #2, expand operations
6
M6: Automation
CRM integration, workflow tools
M7: Channels
7
Digital marketing, referral programmes
8
M8: Packaging
Service bundles for fleet clients
M9: Support
9
Apply for DAMU/Baiterek funding
10
M10: Scale
80 cases/month, team of 4
M11: Regional
11
Test expansion to second city
12
M12: Targets
Achieve all KPI milestones
Summary