C o r p o r a t e P r e s e n t a t i o n I NDIAN I NC
Vision & Mission I NDIAN I NC
Our Vision :
To create a world-class ITeS/BPO organization where our rich talent pool teams up with our business partners and continually drive down costs and deliver superior value proposition to our customers & clients. Continuous expansion across newer verticals, in the fields of outsourced medical, recruitment and designing services.
To be a market leader in devising strategies towards creating an ideal work environment, amongst various levels of employees within the organization.
Our Mission :
To be a leading provider of outsourced services, in the BPO sector by 2010.
To be a 1000 employee company by 2010.
Contribute in various ways towards the general development of the society around us.
To mould today's youth into tomorrows Skilled, Dynamic and Professional corporate Soldiers.
About Us I NDIAN I NC INDIAINC has deep roots in outsourcing world as its formers are from the industry since a decade. We at INDIAINC have nothing new to offer however we would like to deliver what we commit efficiently and effectively and apart of the corporate plan to set up a global delivery model for meeting outsourcing requirements of global clients in the Telecom, F&A, Mortgage, BFSI & Retail space. INDIAINC is driven by its Corporate policy and professional ethics and has been providing BPO services to Global Corporations including Small Medium Enterprises and Fortune 1000 Companies. High levels of operational expertise, commitment to exceeding customer expectations, a dedicated and highly motivated workforce, all coupled with a state-of-the-art offshore infrastructure, gives us the competitive edge to provide comprehensive, end-to-end solutions to our diverse clientele. INDIAINC is a truly global company with a strong belief in the human capital.
Key Attributes I NDIAN I NC
Industry knowledge and functional capabilities . INDIAINC has successfully developed and adhered to a strategy focused on selective industry and functional segments. In doing so, we have established unparalleled domain expertise that enables us to better serve our clients and to differentiate the company within the BPO industry.
Operational excellence . INDIAINC runs critical business operations for global corporations, increasing their profits by combining high-quality services, state-of-the-art infrastructures and the latest technology. We operate as extensions of their enterprises.
Quality and Customer Value Creation: By using our "consistent Delivery" based value proposition, we have invested heavily in creating business intelligence tools that fit seamlessly into our day-to-day processes and guarantees better quality of service. The substantial productivity gain achieved by deploying such solutions further reduces the cost of overall operations.
Solid Offshore delivery experience : INDIAINC has been providing offshore services to client’s worldwide and has built a unique offshore delivery model to provide high quality BPO services
I NDIA I NC Culture I NDIAN I NC
BPO Operations : India Process Engineering Process Migration Pilot Process Process Implementation Service Delivery Clients I NDIAN I NC Client Transition Team
Scale of BPO Operations I NDIAN I NC
1 DS3 (28T1’s) for North America
20 International T1’s for Europe
4 E1’s Internet Bandwidth
6 E1’s Domestic Circuits
Firewall managed LAN
DRP & BCP on 2 tier redundant setup
Highly experienced IT staff available 24/7
Strong Senior Management team heading the call center / BPO Operations.
Collective experience of several decades in ITeS, BPO and other high growth Industries.
Conducive work environment with high focus on people, clients .
An equal opportunity company.
50+ workstations manned by over 100 Customer Service Professionals
15 BPO Clients with ongoing relationships.
Excellent Knowledge base with hands on experience.
Serving India, US, UK & Canadian Companies
COPC & Six Sigma Methodologies.
Service Offerings - F&A Services I NDIAN I NC
Service Offerings - Outbound Services I NDIAN I NC Sales Telemarketing services Lead generation / qualification Prospecting Promoting new services or products Credit Management Credit authorization Credit verifications Collections. Market Research Research surveys Opinion surveys. Verification Services 3rd party verification service Employment verification
Service Offerings - Inbound Services I NDIAN I NC
We are especially qualified in handling complex, unscripted calls in our industry segments that focus around areas including:
Billing query resolution
Customer Grievances Resolution
Industry Verticals that we serve:
Service Offerings-Back Office Services I NDIAN I NC
Database & order management
Application processing and management
Billing & Invoicing
Service warranty and spare management
Advantages at I NDIAN I NC I NDIAN I NC
Process more calls/transactions with same or less back-office resources
Focus on substantial growth without large investment in processing operations
Leverage the organization & discipline of a large processing factory.
Short Turn-around-time for scale-ups.
Reduce daily hassles of handling calls/transaction processing while maintaining control
Instant status review & reporting
Proactive notification system
Built-in Quality Assurance program for calls / transaction processing .
Availability of trained and knowledgeable staff.
Reduce up to 50% of processing costs
No fixed support costs (Training, etc.)
Existence of tried & tested processes & methodologies driven by ISO standards.
Better value for money by as processes are optimized and fixed recurring costs are reduced
Infrastructure I NDIAN I NC
INDIAINC’s India operations are headquartered in the state-of-the-art Infrastructure at Sapphire House C.G. Road Ahmedabad. Highlights of our infrastructure includes:
Fully secured and networked capacity of 50 seats with 3,000+ sq. ft
Independent bays for each client, with 24x7 security
100% power back-up and redundant data and telecommunications links
Business continuity is a paramount client concern and INDIAINC monitors it at the highest level. Comprehensive Business Continuity Plans are prepared for each client where generic and client-specific risks are identified and mitigation strategies developed.
Technology I NDIAN I NC
Multiplexer - Neura's ORCA GX21
Servers - IBM's Netfinity X342, X345
Routers - Cisco 2621
Network switches - Nortel's Passport 1150
Modem - RAD
Desktops - IBM Net vista P4
Multiplexer - Neura's ORCA GX21
PBX - Avaya Definite G3Si, Meridian 61C
Predictive Dialer - Portal Connect, planning for AMCAT
CTI Server - Portal Connect, planning for AMCAT
Digital Voice Logger - Nice
Headsets – Plantronics
Microsoft's Win 2K Advanced Server
Microsoft's Win 2K Pro
Email management tool –eShare
Call management tool – Interactive Intelligence
ACD Software – Elite, Symposium
Network management tool - IBM
SLA’s signed with each vendor for critical equipments
Vendors to service request in less than 4 hours
Vendors to supply equipments with agreed timeframes
1 Points of Presence in the US
Dedicated links to each of 2 hubs
Each link sourced from different Service Providers
Last mile has fiber with copper as a redundancy back up
Currently routing both its links via the Telecom Service Provider in Mumbai, India
Working with the Service Provider to route one link via a separate exchange at a different location in
Ensures that there is no single point of failure anywhere between the INDIAINC site and the client site
The State Grid
Power Generator Sets within the campus
UPS systems installed within the campus
Quality Policy I NDIAN I NC We at INDIAINC are committed to best practices and quality focused delivery platform for clients to ensure maximum operational flexibility, the highest achievable quality standards and optimization of business processes of client by thoroughly understanding client requirements and leveraging technology. We are committed to customer satisfaction by continual improvement by implementing strategies to offer sustainable and stable services, and at the same time ensuring data security. We have extensive experience with numerous Quality initiatives notably FMEA, DMAIC, Six Sigma methodologies. We utilize the best of quality practices in place for all of our process execution to achieve optima utilization and derive excellent performance for our Clientele. We address all transactions with the utmost professionalism and to ensure all processing interfaces are consistently accurate and customer contacts receive the best service available.
BPO Toolkit Overall INDIAINC India Process Migration Framework I NDIAN I NC
Opportunity Identification : Presents the Client with high-level outsourcing and savings potential. INDIAINC identifies outsource able process that can be examined further.
Solution Identification : Based on Client go-ahead, explores identified areas in greater detail. INDIAINC presents to Client firm prices, savings and high level design for the adapted process, ready to be transitioned to INDIAINC.
Transition : Thorough understanding of Client processes; designing technology for the adapted process; base lining and identifying Client CTQs. Process moved to INDIAINC.
Service Delivery : Day to Day operations of the process at INDIAINC. Process is monitored on the basis of Client defined CTQs.
Opportunity Identification Solution Identification Transition Service Delivery
Approach to BPO
Estimated savings per annum
Prioritized and phased list of services
Robust business plan
Change management and communications plan for affected employees
Functioning remote services operation
Pilot Rollout Opportunity assessment Planning and Design
What is the size of the opportunity?
Which activities should be remotely located?
Which geographic location?
What business model—subsidiary, JV or outsource?
How should risks be managed?
What organization structure and skills?
What are the economics?
How best to manage?
If new operation:
Complete legal approvals (e.g. incorporation)
Establish physical infrastructure (e.g due diligence of properties)
Recruit and train operators (e.g. select agency)
Establish robust communications infrastructure
I NDIAN I NC Implementation
2. Can it realistINDIAINCy be performed in a low cost location? Skills available (e.g., engineering)
Low/no regulatory barriers
Low perceived business risks
No cultural/ understanding reason to be located domest ically (e.g., consumer research)
3. Will it generate greater than $2 million PA* in savings?
Current cost base of process greater than $4 million PA
Process unlikely to be automated away within 5 years
4. How quickly can savings be captured?
- High level of centralization
High level of process standardization
Limited industrial relations issues
1. Can the activity be performed remotely? Low interaction costs (e.g., interaction cost is fraction of saving potential
No key local physical interface (e.g., visiting customer)
No key feedback loops that demand physical presence (e.g. need close team environment
I NDIAN I NC
Contact Us I NDIAN I NC I NDIAN I NCORP 202, Silver Brooke Nr. Parimal Crossroads Elis bridge, Ahmedabad- 006 +919879514180 +917940020201 [email_address] www.indianincorp.com