Invensis Technology Yashikiya S. Harley Dr. Niranjan Global Business Operations TTH 6:00-7:15 p.m. Savannah State University
1 HarleyIntroduction Invensis, a pioneer Business Process Outsourcing Services Provider with deep domainexpertise, is a global outsourcing company, has grown to be a reputed and dependable businesspartner known for its high quality and reliability.The diversification of its core business and itspolicies has made it possible for rapid growth and establishment of Invensis in the global arena.In fact, the company has an impeccable record in successfully catering to its clients outsourcingneeds and compelling them to come back to Invensis whenever they outsource to India. Inaddition,a well-established survey reveals that business process outsourcing in India has grownin leaps and bounds over the years due to vast reserve of talent pool and cost-effectiveservices.Invensis partners with clients ranging from Fortune 500 companies like Philips, TrendWest, 3E, GRM, etc. to a host of other medium sized companies and high profile businesses.Ever since its inception over a decade ago, Invensis has been delivering maximum quality ataffordable rates, thereby facilitating optimal revenue management for its clientele.(InvensisTechnologies – Offering Paramount Business Process Outsourcing Services, 2000)History The founding story of Invensis Technologies Pvt Ltd begins in the year 1998, when VaraPrasad Rongala, a successful entrepreneur, conceived the idea of starting a BPO servicescompany. He partnered with Joshua Barton, a Jewish American with similar interests and visionswhich led to the formation of Virtual Tech Solutions. A five member founding team set up an
2 Harleyoffice in Chicago and a delivery center in Bangalore, India. This company was offeringCAD/CAM Services and was soon able to build a strong presence and client-base for itssustenance.Computer-aided design (CAD), also known as computer-aided design and drafting(CADD), is the use of computer technology for the process of design and design documentation. With the leadership of Rongala, Invensis Technologies leveraged up the value chainfrom a 5 member team to currently a 1200 employee strong workforce. Invensis excels inoffering BPO services like Data Management, Call center services; Logistics support services,Customs Brokerage, Healthcare services, Finance and Accounting, Litigation Support, PhotoRetouching Services, IT services and Internet Marketing services (Vara Prasad RongalasExperience , 2011). In addition, Invensis also specializes in Software development, Webdesigning, Finance and Accounting, Document Management, Data Entry, Invoice / BOLProcessing, Litigation / Legal Coding, Image Processing, and Photo enhancement.Rongala,capitalized on the skilled professionals highly proficient in English, a characteristic lessprevalent in other outsourcing destinations. Utilizing this very unique feature, he envisionedrelationship-building with global customers thereby giving them complete long-termsatisfaction.Date Integrity As many more companies continue to outsource sensitive information such as Medicalrecords and banking information, BPO’s has increased challenges of keeping this informationfree from Invensis Technologies deal with data integrity. In order to mitigate these types ofconcerns from its clientele, Invensys is installed with redundant internet links at redundant routesfor purposes of security as well as efficient functioning. Furthermore, the company has procured
3 Harleythe most up-to-date technology related to a specific service or area of expertise. Invensis believessecurity appliances to protect the network from intrusions is the key to maintain a successfulrelationship with its varied clientele. Moreover, only state of the art servers are used to handlethe client’s data such as virtual private network (VPN). VPNs are established from firewall to get connected to client servers with high securityencryptions.A key feature of a VPN is its ability to work over both private networks as well aspublic networks like the Internet (Tyson, 2010). Using a method called tunneling, a VPN use thesame hardware infrastructure as existing Internet or intranet links. VPN technologies includevarious security mechanisms to protect the virtual, private connections. Specifically, a VPNsupports at least three different modes of use: Internet remote access client connections, LAN-to-LAN internetworking, and controlled access within an intranet. In recent years, manyorganizations have increased the mobility of their workers by allowing more employees totelecommute. In order to enable Invensis to work successfully with various clients, a VPN can be set upto support remote, protected access to the corporate home offices over the Internet. An InternetVPN solution uses a client/server design works as follows: A remote host (client) wanting to loginto the company network first connects to any public Internet Service Provider (ISP). Next, thehost initiates a VPN connection to the company VPN server (AT&T, 2011). This connection ismade via a VPN client installed on the remote host.Once the connection has been established, theremote client can communicate with the internal company systems over the Internet just as if itwere a local host.
4 Harley Besides using virtual private networks for remote access, a VPN can also bridge twonetworks together. In this mode of operation, an entire remote network (rather than just a singleremote client) can join to a different company network to form an extended intranet. Thissolution uses a VPN server to VPN server connection.Internal networks may also utilize VPNtechnology to implement controlled access to individual subnets within a private network, whichcan further strengthen the loyalty that Invensis has with its clients. In this mode of operation,VPN clients connect to a VPN server that acts as the network gateway. This type of VPN usedoes not involve an Internet Service Provider (ISP) or public network cabling. However, itallows the security benefits of VPN to be deployed inside an organization and that is the goal ofInvensis (WEBOPEDIA Everything you need to know is right here, 2009). Invensis, as a world-class BPO and software development service provider, understandsthe significance of identifying and prioritizing its assets for business empowerment.Additionally, the company has had tremendous growth in the past couple of years. Its strategy offuture success lies in its efforts to deal with high levels of attrition (a gradual reduction in workforcewithout firing of personnel, as when workers resign or retire and are not replaced). The ITenabled services (ITES) sector show high levels of attrition because of the demand for highlyskilled professionals in India (Invensis Technologies – Offering Paramount Business ProcessOutsourcing Services, 2000). The executive director, Rongala wondered whether the companysstructured approach towards working on an outsourcing project would help build credibility anddifferentiate it in the market place. He feels this is how he could reduce the high attrition rate ofITES.For Invensis Technologies, building an engaged and committed workforce is essential to itsfuture growth.
5 HarleyGrowth In Invensis, they believe in creating benchmarks with their services that are supported bytheir assets, which can be broadly classified under the following core areas: Its People, State ofthe Art Infrastructure, and Cutting Edge Technology specific to domain of operation. Rongalaand his team only recruit highly talented and motivated professionals in respective domains ofexpertise; by doing this Invensis generates top quality solutions instrumental in growth ofcustomer businesses.World class infrastructure like CISCO, RAD, D-Link, HP, and Net Gearproducts are used to build the network-to-main maximum uptime. He feels that if his companyinvests in cutting edge technology, the employees will be able to complete their jobs effortlesslyand would remain loyal. Invensis feels that promoting a “Team Comprise” approach of target driven professionalswith innovative and progressive ideas that are recognized offers the best solution to reduceattrition, and delivers the best in the industry service to their valued clients(InvensisTechnologies – Offering Paramount Business Process Outsourcing Services, 2000).Furthermore,the company provides training and interaction programs for Invensis personnel to keep themupdated with latest information that is vital to client solutions across verticals.Invensisimplemented features such as smart cards for accessing different levels supplemented by CCTVby doingthis; a security threat to infrastructure is prevented and eliminated. Entry into thepremises and the various project areas is restricted and access control devices and monitoringsystems are in place to prevent and detect unauthorized access. Frequentmonitoring and auditsensure that the security measures are in place.The Center, which is the name for the home office,
6 Harleyis installed with redundant internet links at redundant routes for purposes of security as well asefficient functioning which also provides a sense of security for the personnel. Every business is a network of processes. Transforming processes from people and papertointensive models using information technology (digitization) and outsourcing (BPO) is thelong term mega trend.That is why for Invensis, merging its internal strategies, its personnel andits external strategies its, IT capabilities is essential to its continued growth. Invensis internalgrowth is a strategy to develop the base or capabilities of the business itself. In other words, thecompany will reinvest in its employee development, departmental restructuring, and enhanceproduct offerings in the hopes of providing a broader base on which to provide more servicesandproducts to its customers. Invensis does realize that internal growth does not produce immediaterevenue increases and may actually require an output of revenue to be paid off over time, but thecompany knows internal growth promises the best potential for future returns on investment. For Invensis, their external growth strategies are to develop actual company size andasset worth. These external strategies focus on strategic mergers or acquisitions which increasesthe number of mutual relationships through third parties. The company feels the larger thenumber of business partners, the greater the net worth of the company and throughput of cash.The goal of Invensis external growth strategy is to provide larger opportunities to increase theworth of the company (Business Process Outsourcing, 2008).Increased Efficiency and Transparency
7 Harley In order to stay in the leading position as well as succeed continuously in today’s globalmarket, Invensis constantly monitors and analyzes market complexity and volatility.Subsequently, Invensis aim to drive power-packed operational excellence through collaborationwith its global clients to sustain and retain a strong impact in the outsourcing market. Processstandardization and improvement, enhanced productivity of the agents, increased end-customersatisfaction, faster and systematic knowledge creation, reduction in processing time and cost,higher return on investment and improved quality and minimized risk are the methodologies thatare embraced by Invensis.And in order to continue to be the industry leader, the company mustexpand into newer markets.