BPO House: Your Link to LithuaniaTomas Milaknis, Founder and Chairman of the Board November, 2011
Content Customers and success stories Why Lithuania? BPO Services Who we are
Content Who We Are Customers and success stories BPO Services Why Lithuania? BPO Services Who we are
Success story - Success story In 2007 one of the largest IT companies in the world Computer Science Corporation (CSC) came into Lithuania through partnership with Alna. Full outsource model of around 15 people was selected. Later in 2007 CSC decided to expand their business in the Baltic States and to establish their subsidiary company CSC Baltics. Alna helped with establishment, finding of the premises and right people (nearly 70 employees were employed) at the same time providing other back office operations. Until the company was registered, the employees of CSC Baltics were employed at Alna and their physical working places were also at Alna, until CSC Baltics premises were equipped according their requirements.
Success story - Success story – cont’d CSC Baltics is one of the largest new comers into Lithuanian market in the few last years. The Company is outsourcing from BPO House office management & supply, recruitment, HR documentation administration, accounting and payroll calculation services until now and is one of our golden customers. We are proud – we met very high CSC quality requirements!
Success story - Success story In 2009 1ClickFactory started operations in Lithuania. The company has chosen Lithuania as a main outsourcing development center for Microsoft partners and plans to employ around 100 employees during 3 year-period. 1ClickFactory is the development services provider for Microsoft Dynamics. The company outsourced from BPO House office management & supply, recruitment, HR documentation administration, accounting and payroll calculation, IT rent and maintenance services. We are proud – 1ClickFactory became one of our golden customers with the full package of proposed services.
Success story – large international new comer Success story In recent years one large international financial institution of the world came into Lithuania and established shared service center (the name is not mentioned to strict confidentiality requirements in the agreement). The company outsourced from BPO House HR administration, backgroud screening and facility management services. Although the agreements were signed for a short establishment period, the customer was satisfied with the quality of the services provided and the agreement for both services was prolonged several times. The cooperation continues until now.
Content Who We Are Customers and success stories BPO Services Why Lithuania? BPO services Who we are
Why Lithuania: Positive attitude towards foreign investments from government side; Possibility to get supporting financing from EU money; Protected IP (laws reflects EU standards); Western culture; Very skilled and motivated potential employees; Positive attitude of potential employees to business, innovations and work; Good language skills; High work ethics; Favorable macro economical situation; Good value for money ratio.
Why Lithuania – some numbers: At the latest A.T. Kearney Global Services Location Index 2009 Lithuania ranked 21st globally (climbing up by 8 places); 40% of the population with higher education, 23 universities and 23 colleges; 90% of Lithuanians speak at least one foreign language, 50% speak two foreign languages; Labour pool: in finance and insurance of 22,000, IT and communication almost 25,000 (Y2009); Global leadership in mobile e-signature; World’s fastest upload Internet (2009); World’s 5th and Europe’s No.1 fiber broadband penetration, Europe’s highest fiber optic density, EU’s 1st greatest GSM penetration; 26 out of 183 world’s economies on the easy of doing business and outpacing Latvia, Slovakia, Slovenia, Poland and Russia (World Bank Doing Business 2010 Report); Low costs – among Top 10 least expensive European countries (Eurostat); Financial incentives packages offered by the Government to cover wage and personnel training costs, office rent, purchase of equipment, etc. and EU Structural Funds support – enterprises may apply for between 43,000 and 5.8 million EUR in support for development of their business projects and personnel training (conditions apply).Source: Invest Lithuania
Why Lithuania – some feedbacks: “Lithuania (Vilnius) was selected as an attractive location because of its strong talent pool of highly-skilled, well educated and multilingual professionals, its stable political and improving economic climate and world-class infrastructure as well as the Government’s policy in attracting foreign direct investments” – Western Union “CSC chose Lithuania to offshore from Denmark base because we found here very skilled IT specialists and Scandinavian languages speakers” – CSC “We chose Lithuania because of the high quality of education here, which has resulted in the development of world-class IT professionals, many of whom are multilingual, and because of the quality of Lithuania’s technology and connectivity. We will show the world the talent that exists in Lithuania” – Barclays Global Retail and Commercial BankingSource: Invest Lithuania
Content Who We Are Customers and success stories BPO Services Why Lithuania? BPO services Who we are
Five key differentiators set BPO House– apart from competition Superior Service Wide Customer Range of Centric Services People Innovative IT technol.
We have a vast range of services Recruitment HR Administration Services Full Accounting Range Procurement Payroll Accounting
Recruitment No worries related to the access of primary information points (e.g. databases); Recruitment Only few selected candidates instead of lot of CVs; Comments from interviews, summary of major information; Checking of English language skills, IT skills, accounting skills and etc. in practical situations; psychological tests.
HR administration No need to understand Lithuanian laws specifics; No need to adapt / acquire the software Recruitment to correspond local legislation; HR Admin. Assurance that not only legislation requirements are met, but also internal Company’s policies are applied; Criminal records and / or financial history (defaults on payments) checking at employment, if needed; 360 evaluation process management according the Company’s corporate structure.P.S. even the birthdays of your employees are monitored and you are reminded about this
Procurement / facilities management Market knowledge; Help in selecting the location of office premises; Recruitment Negotiations on behalf of the HR Admin. customer with service providers; Full service – from furniture, cleaning services to coffee, tee supply; Possibility to integrate IT part – from Procurement rent of IT hardware to full IT administration and support; Flexible pricing – equal monthly pre- agreed amount or “cost plus”; Full administration of agreements with providers.
Payroll accounting No need to invest into payroll software; Knowledge of legal requirements; Recruitment Help in matching legal requirements HR Admin. with Company’s international policies; No unnecessary capacities due to intention to grow; No need to care if there are changes Procurement in legislation; Payroll Accounting Includes electronic pay slips to employees and answers related to calculation of salaries; Benefits administration.
Full accounting No need to take care of local legislation requirements; No need to invest into adoption / Recruitment acquisition of ERP; HR Admin. Preparation of financial statements according the Lithuanian legislation, tax Full Accounting reporting, reporting according customer’s accounting policies; Procurement Help in understanding the tax system’s Payroll implications on daily business tasks and Accounting internal rules; Statutory, tax and management reporting preparation; Various reconciliations – statutory to management reporting, tax to statutory reporting, tax to management reporting.
All in one No need to understand Lithuanian laws specifics; One provider for all back-office services; One invoice – easy budgeting, easy Recruitment controlling; HR Admin. Lower risk, if provider selected carefully; Full One contact person for all back-office Accounting questions; Procurement Easy to grow; Payroll No integration between different providers Accounting issue; Much less headaches related to back- office: software, people, places, innovations, etc.
Company’s set-upAssistance in the Company’s set-up process, including, but not limited to: Assistance of registration of the legal entity; Full accounting and tax calculation from the registration; Recruitment of employees according the Company’s requirements; Temporary employment of employees at our company until the registration of legal entity will be completed, than – transfer to the Company; HR administration – helping out with templates of employment documents and understanding the legal requirements; Payroll calculation and benefits administration; Helping to find out and rent the needed premises;
Company’s set-up (cont’d)Assistance in the Company’s set-up process, including, but not limited to (cont’d): Equipping the premises according the requirements of the Company, including the rent of furniture, computers and other IT equipment, kitchen equipment and everything else needed for functioning of the office; Until selected premises are ready, providing our own premises for work of the Company’s employees; IT administration.One of the major advantages – we can provide the back officeoutsource at the beginning and at each point of the Company’sgrowth.
Technology is seen as the maincompetitive advantage driver Alna.HR.Office: Alna Service Management: Human Resource, Time firstname.lastname@example.org receives all Tracking and Payroll customer inquires and Management System is automatically registers it in officially registered Microsoft Alna Service Management Dynamics NAV Add-On. The application. The user solution using Microsoft receives an automatic Dynamics NAV technologies notification. The incident is assures the system runs assigned according to a reliably and continuously. consultant responsible for the account. SLA is monitored. TECHNOLOGY
Alna.BPO.bis-ONBPO House currently is creating own IT system Alna.BPO.bis-ON which: Takes care on our social responsibility and social responsibility of our customers – integrated electronic signature adopted in accordance with the EU and Lithuanian legal requirements will significantly decrease the number of paper used. Furthermore, it will decrease not only the costs of the paper, but also the costs of archiving as documents with original signatures are needed to be kept from 5 to 75 years (some of them for unlimited time period). Helps to provide the superior quality of service and ensures the safety and confidentiality of the data. Helps to the client to control the level of service provided through various reporting, which can be easily modified. Integrates simple documents approval scheme for the customer. Alna.BPO.bis-ON system is planned to be introduced to the customers on 1 January 2012.
Disaster recovery and business continuityis ensured using different partnerships BPO House has outsourced the major part of data centre function to UAB Hostex. UAB Hostex has the obligations to make back-ups every day and its data centre is equipped according to all todays security requirements. Alna Intelligence, the sister company, helps to supervise the IT related issues, when necessary. Major technology tools used are created by Alna Business Solutions, sister company, thus full consulting and help is available when needed.
Possible cooperation models Service outsource without local presence of the customer (acquisition of services from BPO House); Local presence of the customer (affiliate, subsidiary, etc), some functions outsourced from BPO House; Joint venture - BPO House and the customer - for shared service center establishment; Pass-through model: service outsource from BPO House for the trial period, transfer of resources to the customers afterwards. Under this model the customer starts operations in the market without any risk. If the model does not prove to be successful, easy step-out.
Possible functions for shared servicecenter IT (IT administration & support, software development & support, etc); Service desk; Accounting and finance; HR administration; Daily operations (e.g. account management); Call center; Marketing; Other.
Content Who We Are Customers and success stories BPO Services Why Lithuania BPO services Who we are
Business Process Outsourcing at Alna Group Beginning Portfolio Expansion Business Expansion One stop for back officeBPO at Alna Group started in Service portfolio UAB BPT Paslaugos BPO pan-Baltic operations2007 extended in 2008 business was acquired started to provide widest to strengthen client back-office services for portfolio and team at international customers in all the beginning of 2009 Baltic countries at the end of 2009 4 3 2 1
Highly experienced management team Tomas Milaknis – more than 20 years experience in technology industry, from which more than 15 years in management positions (various Alna Group companies); Rasa Bumblienė – 13 years experience in different finance fields (Arthur Andersen, Ernst&Young, Alna Group); Darius Jonaitis – more than 17 years experience in IT service sector at sales and management positions (Elsis, Alna Software); Dalia Tautvydienė – near 20 years of experience in accounting (PWC external accounting department, BPT paslaugos); Aušra Delonaitė – 12 years experiance in recruitment ad HR management (ISM, Prime People (subsidiary of BPO House)).
Strategy and Vision: Our Ultimate Aimis to Add Value to Customer Adds Value to Customer – by application of software reduces complexity of administration burden Sets standards – serves as a benchmark reference for other companies operating in a field Is well-defined – focuses only on areas where can provide unique and worth contribution Is sustainable long run – ensures fair profit and pursues long term opportunities Rewards – the success is shared among key contributors via compensation scheme Honors – is a part of corporate citizenship and Alna group identity
Our Culture is Driven by Highly EmbeddedCompany ValuesGrowth InnovationFinancial and geographical IP creation is a key elementexpansion is not a goal of Alna strategy.itself but a part of the The company activelydesired growth in the invests and encouragesnumber of our employees innovations and uniqueand our expertise Innovation solutions Growth Commitment PassionPassion CommitmentDriven by an initiative We recognize the valueto be the best, of commitment to ourwe believe that the passion Employees, to our Partnersis the biggest contributor and, particularly,to the success to our Customers
…Acting in a Socially Responsible Way As the whole Alna Group, BPO House is socially responsible company The company ensures proper equality and diversity policies and takes care on employees health and security BPO House participates in social activities – promotes donation of blood (donation days in the company), takes care on Raguvėlės children daily care center (association Save the Children) and other… Alna Group is the founding member of several associations, such as Knowledge Economy Forum, Infobalt, Sunrise valley, BSA, Window to the Future Alliance We are actively participating in the education processes – participating at the boards of universities, teaching at universities and colleges, supporting various scientific researches
BPO House We serve more than 30 local and international companies We employ more than 37 professionals and manage more than 4200 m2 office space We calculate wages for more than 1600 employees Annual wage amount calculated on behalf of clients is around 97 M Litas We provide widest BPO services in Lithuania – full back-office operations outsourcing
In 22 years Alna Group Emerged as aLeading IT Industry Player in Baltic States Key facts: Privately owned company Founded in 1989 Alna Group 400 professionals Y’09 Revenue above 20 M Served markets – Poland, Lithuania, EUR Latvia, Estonia; Founding member of Infobalt, Knowledge Economy Forum, Sunrise Valley Active supporter of culture and youth education projects