Minacs Corporate Presentation


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Minacs Corporate Presentation

  1. 1. Aditya Birla Minacs Capabilities February 2009
  2. 2. Corporate Overview
  3. 3. About Aditya Birla Minacs • Privately owned by Aditya Birla Nuvo and Canadian private investment firm Reichmann Hauer Capital Partners • Approximately 13,000 employees across 30+ sites worldwide, providing services in over 40 languages • Customized, scalable solutions in the areas of: – Contact centers/customer relationship management (CRM) – Integrated marketing services (IMS) – Knowledge process outsourcing (KPO) – IT and technical services • Servicing 15 Fortune 500® companies • Core Competence in financial services, manufacturing and telecom • Among Top 4 BPO: NASSCOM Ranking 2008 • Certified to COPC-2000 (Release 4.0), ISO 9001:2000 and ISO 27001 2/24/2009 Confidential Slide 3
  4. 4. Aditya Birla Group - Overview • Trusted household name—among the largest and most reputed industrial Conglomerates from India • Businesses: • Cement, Rayon, Carbon Black, Chemicals, Non- ferrous metals, Fertilizers • Insurance, Telecom, Financial Services, Retail, IT, BPO • Global Sourcing • 100,000 employees of 25 nationalities US$ 28 bn • Global listings • Judged as ‘Best employer in India – 2007’ by Hewitt- Economic Times & Wall Street Journal Study • Community Initiatives – Reaches out to 7 million people in 3700 villages in developing countries. Focus areas - health care, education and sustainable livelihood. Runs Revenue 45 Schools and 18 Hospitals 2/24/2009 Confidential Slide 4
  5. 5. Aditya Birla Minacs: An Award-Winning Organization Minacs is proud of the industry awards we have won, but even prouder of the awards we have helped our clients win. Minacs Accolades Client Accolades • 2008— Dataquest (annual Top 20 BPO listing)— • Minacs is held in high esteem by its clients — Of our more than 50 marquee ranked as India' #2 BPO company s clients, 15 appear in the Fortune 500 list and 90% think we are as good or better • 2008—American Honda Premier Partner than other providers they have used (according to the November 2008 client Award—for excellence in quality, value, customer satisfaction survey). service • Major U.S. financial services client • 2008— NASSCOM—Minacs ranked #4 among • Ranked #1 for customer satisfaction in a Group 5 Shareowner Services top 15 Indian BPO firms survey • 2008— Vendor of the Year Award—MBNA/Bank • Global consumer electronics client of America (UK division) • Ranked #1 for customer support by Consumer Reports subscribers for 7 • 2008— IAOP and FORTUNE® Magazine Global consecutive years Outsourcing 100 • Ranked #21 on Business Week’s 2008 top-50 list of The Customer Service • 2008— Best 10 for revenue growth and sales Elite. and marketing industry focus • Major automotive manufacturer • 2007—Vendor of the Year for Bank Of America, • Two of its brands ranked #20 and #32 on Business Week’s 2008 top-50 list UK of The Customer Service Elite. • 2007—Innovation Award by CIO magazine—N. • 2006 Carlisle survey ranked client’s customer service Gajapathy, CIO Asia, awarded the CIO 100 • #1 Technical Assistance • 2007—Everest Research Institute—identified as • #1 Technical Parts Assistance a key supplier competing successfully globally • #5 Service Parts • 2007—Business Today magazine—ranked among top 20 companies in India to watch in Acknowledged by Analysts 2007 • Minacs is the emerging Indian second tier in league of Genpact, HCL Technologies, Patni, WNS – AMR Research (2008) • Minacs emerged top amongst 7 international vendors to consider in the “Decision Matrix: Selecting a Contact Center Outsourcing Vendor” – Datamonitor (2008) 2/24/2009 Confidential Slide 5
  6. 6. Strong Relationships with Blue Chip Customer Base Automotive Telco/Technology Banking/Financial Others Services • 1 client - 25 yrs • 1 client - 13 yrs • 2 clients - 5 yrs • 1 client - 5 yrs • 1 client - 20 yrs • 1 client - 9 yrs • 1 client - 4 yrs • 1 client - 4 yrs • 1 client - 6 yrs • 1 client - 10 yrs • 1 client - 5 yrs • More than 10 global • Two top-three mobile • Global credit card company • Leading retailer of automobile telecommunications • Fortune 200 multi-line credit music videos and manufacturers companies card lender DVDs • Leading vehicle • Indian mobile services • Oldest banking institution in • World leading telematics company operator USA recruitment portal • International heavy • Canadian regional • International financial • Canada’s largest equipment OEM telecom institution providing newspaper • NASDAQ-listed electronic currency transfer • Major US health messaging service services insurance provider provider • Payment verification • Background checking • Fortune 100 software and company services company Internet services • Leading rebate processing company company • Fortune 500 computer • International real estate and consumer electronics financial company manufacturer • Global microprocessor manufacturer 2/24/2009 Confidential Slide 6
  7. 7. Minacs Quality Framework Certified ISO 9000 ISO 27001 2/24/2009 Confidential Slide 7
  8. 8. Minacs Milestones 1981 1996 1999 2000 2001 2002 Minacs founded by First ISO-certified Listed on Toronto Stock Established operations in Acquired BGI Systems in Opened facility in Elaine Minacs contact center in North Exchange Russelsheim, Germany Peterborough, ON Oshawa, ON. America Acquired Phonetix Opened facility in Acquired Phoenix Group Established headquarters Telecom Moncton, NB with operations in 4 U.S. in Toronto, ON locations TransWorks Information TransWorks earned Services Ltd. founded COPC certification 2003 2004 2005 2006 2007 2008 GM Supplier of the Moved to new facility in COPC site certification, Minacs acquired by Opened facility in Manila, Opened facility in Baroda Year Halifax, NS Peterborough, ON TransWorks/ Aditya Birla Philippines (Vadodara), India Group Established operations TransWorks opened 2nd Opened facilities in Opened 3 centers in in Budapest, Hungary center in Bangalore, India Pickering, ON, Opened 4 facilities in Hamilton, ON; Saskatoon, SK. Chatham, ON; Austin, TX; Port Hawkesbury ,NS; TransWorks acquired TransWorks won major Peterlee, UK; Niagara Mississauga, ON by Aditya Birla Group contracts from two leading Transworks is ISO Falls, ON financial services certified companies 25th anniversary 2/24/2009 Confidential Slide 8
  9. 9. What Minacs Can Do For You
  10. 10. Our Core Capabilities • Customer Support Customer Relationship • Technical Support Management • Sales—Order Capture, Up-Sell/Cross-Sell, (CRM) and Contact Acquisition Center • Customer Retention • Financial Statement Analysis Transaction and • Credit Analysis Knowledge • Policy Administration, Underwriting Support, Services (KPO) Claims Processing • Market Research • Industry Specific Processes • Self-Service Technology IT Solutions and • Process Improvement and Automation Services • Analytics and Reporting (Tech) • Business Intelligence • Integration • Creative Services Integrated Marketing • Database Marketing Solutions • Direct Marketing (IMS) • Web Services 2/24/2009 Confidential Slide 10
  11. 11. Customer Relationship Management (CRM) and Contact Center Our Approach/Features Our Value Proposition/Benefits • Mature, customized solutions • Minacs can save you up to 40% over a captive center, for all phases of the customer lifecycle through a mix of on-shore and offshore delivery. • Flexible site options - • Minacs exceeds quality and CSAT targets, often raising Yours, ours, partner’s, the bar among all vendors and captive centers. (According at-home to our 2008 client satisfaction survey, 63% of clients choose us for our quality, while 65% of our clients choose us for the expertise we have in their • Multiple communication industry.) channels - telephone, Web, email, chat, fax, letter mail • Minacs consistently surpasses sales targets on • Proactive stance to building established programs (e.g., for one client, Minacs loyalty generated $400 in revenue for every $1 of program cost), which can help you meet and exceed your revenue • Continuous improvement, value, and results targets. • Gold standard technology • You can start seeing results as early as 120 days solutions from contract signing (depending on the transition plans). • Detailed, strategic • You can reap additional value over the life of the governance models contract, as Minacs makes continuous improvement • Multiple pricing options suggestions to clients at least quarterly. • Self-service, self-funding options available 2/24/2009 Confidential Slide 11
  12. 12. Transaction and Knowledge Services (KPO) Our Approach/Features Our Value Proposition/Benefits • Strategic partnerships capable of • Returnsvary depending on level, delivery location, supporting all areas of business and scale, but you can expect an average of 20– • Strong industry knowledge and 40% savings over current internal operating costs. best practices • Experience in more than a dozen • Minimal upfront investment required (dependent on BPO and back office processes IT and infrastructure requirements). • Customized solutions based on • Improved turnaround times client need and budget • For a real estate lending/mortgage processing program, we reduced • Existing footprint includes India, turnaround times by 10 days, while reducing data processing costs by 55%. Philippines and North America • For an underwriting program, we reduced average processing time by 40%. • Continuous process • Improved accuracy and quality improvements on and offshore • Against a target of 95% for quality score, Minacs has reached a level of • Knowledge management over 98% for a claims and data processing program • Quality focus • Continuousmetric achievement, despite • Seamless integration with seasonal/quarterly peaks and valleys existing resource and technology infrastructure • Industry-standard privacy and security practice (e.g., SOX, PCI) 2/24/2009 Confidential Slide 12
  13. 13. IT Solutions and Services (Tech) Our Approach/Features • Self-service technology via IVR, email, chat, Our Value Proposition/Benefits Web • Advanced voice recognition • Self-service customer technology can eliminate 8–12% • Real-time system/account integration of your inbound customer contacts • Virtual agent technology • Adaptive customer facing knowledgebase • Automation and process improvement can decrease applications customer interaction cycle time by 5–8 % • Automation and process improvement • Intelligent notification platforms for large- • Integrated systems provide you with a 360-degree view scale marketing rollouts • Multi-channel communication of the customer and enable us to enhance customer • Focus on quantifying success satisfaction on your behalf • Analytics and reporting • Real-time, multi-dimensional reporting • Detailed reporting enables you to tweak program • Full system integration for 360-degree elements to achieve the desired results and share interaction view outcomes with your management team • Voice and text analytic platforms that unlock customer interaction data • Our custom-designed applications have yielded both • Integration • Large on- and off-shore integration teams time and cost savings for clients • Secure, full scale system integration • Global Siebel team • Automation and customer data entry can increase the • Business intelligence accuracy of each customer transaction • Data warehousing/data mining • Data reconciliation • Application development 2/24/2009 Confidential Slide 13
  14. 14. Integrated Marketing Services (IMS) Our Approach/Features Our Value Proposition/Benefits • Award-winning, high-value, high- • Increase loyalty, sales, profits and share of customer ROI marketing solutions. • Grew wholesale parts sales 6% - 10% for various clients • Turnkey marketing solutions or • Loyalty programs yielded renewal rates 33% higher than integrated with your existing those of non-participating dealers marketing/ad/channel campaigns and relationships. • Increase ROI on marketing investments • Data and research-driven • $1 in program investment has yielded as much as $85 in financial returns communication strategies, campaigns, and programs. • Improve targeting, analysis, and efficiency of our clients’ • Targeted customer acquisition marketing activities and retention strategies. • Grew dealer enrollment in marketing programs by 13% - 50% … and 200% over 2 years for one manufacturer! • Contact center and communications support. • Obtain expertise, technology, and economies of scale not • Data management, integration, available independently or in-house cleansing, extraction, and analytics expertise • Web services (application development and hosting, creative integration) 2/24/2009 Confidential Slide 14
  15. 15. Region-wise Capabilities Geography Client Profiles Capabilities (Voice, BO and KPO) • One of World’s Largest Life Insurance and • Back Office: Change of Address, Correspondence, Scanning, Indexing, Data Pension Company Capture • Fortune 500 Credit Card Company • Customer Relationship Management (CRM) and Contact Center: • One of the World’s Largest Accident & Health • Voice: In/out bound telemarketing for consumer/business, appointment Insurance Company setting, customer care, order entry, data support, retention, and technical • India’s 2nd largest Private Life insurance /help-desk support, early stage collections, third party verification, quality Company monitoring, welcome calls, win back calls and market research APAC • Fortune 200 Credit Card Company • Email: Transaction support and technical support, sales and marketing • One of the World’s Leading Commercial support and follow-up Mortgage Provider • Leading Global Forex Solutions Company • Live-chat: Web care includes chat, website navigation, co-browsing, online search & information support, online transaction & technical support • Leading US Background Screening Company • One of the World’s Leading Online Recruitment • Transaction and Knowledge Services: Automated Credit dispute verification, Services Company Credit Evaluation, Financial Statement Analysis, Pre / post Investment Analysis, Non-medical underwriting • Fortune 500 Company & leading US Car • Technical Assistance Manufacturer Europe • Fortune 500 Company & leading German Car • Dealer and Marketing Assistance Manufacturer • Fortune 100 Global Financial Institution • Back Office: Document Management, Process & Invoice Management • Fortune 200 Credit Card Company • Customer Relationship Management (CRM) and Contact Center: Staffing & • Canada’s largest Newspaper and Publishing Management Solutions, Turnkey Customer Care, Cust. Acquisition, Company Inbound/Outbound Sales, Turnkey Tech. Support Americas • Integrated Marketing Services: Creative, Direct Marketing, Web Design & • One of the World’s Leading Provider of Student Loans Hosting, Database Marketing • Fortune 500 Company and leading Japanese • IT Solutions & Services: Siebel CRM deployment, Application Development & Car Manufacturer Management 2/24/2009 Confidential Slide 15
  16. 16. Value Proposition / Differentiators • Minacs provides end-to-end custom services for BPO, KPO, and ITO. • Minacs has its own IT solutions team that can focus on providing custom solutions for a client’s business. This will assist in optimizing the client’s processes to achieve the maximum cost savings. • Minacs is large enough to handle the scale required by clients at all levels, yet small enough to provide a deep level of attention. • Minacs has an extensive global footprint that allows us to provide the right skills at the right time, at the right location, for the right price. No one location is the answer to all needs. We understand how to match the needs of our customers with our extensive footprint. • Minacs prides itself in the fact that we will provide 20%-40% in onetime savings and continue to improve your process using many process improvement tools at our disposal over the life of the relationship. • Minimal upfront investment required (dependent on IT and infrastructure requirements). 2/24/2009 Confidential Slide 16
  17. 17. Keys to Success
  18. 18. Transition Approach Discovery Detailed and Implementation Transition Ongoing Operation Business Planning Case Activities Activities Activities Activities • Understand current state • Formulate overall • Set up overall program • Commence and program plan maintain ongoing • Outline future state • Organize transition operations • Outline detailed program teams • Prepare preliminary activities • Implement best implementation plan • Update and finalize practices • Prepare detailed transition plan • Propose roles and implementation • Coordinate ongoing responsibilities financials • Integrate program and process transformation project tools • Complete risk assessment • Propose organizational • Conduct periodic model • Execute transition business and financial • Prepare business case activities… ops, tech, reviews Deliverables • Update and refine HR, legal, finance, PR, financial estimates etc. • Provide ongoing • High level assessment reporting and report Deliverables Deliverables certifications • Detailed implementation • Pilot and live operations Deliverables plan and schedule • Results in multiple 2/24/2009 Confidential Slide 18
  19. 19. Minacs Partners in Management of Risk Internal Operational Contractual Clarity: • Executive commitment • What is it? • Resource commitment • Who does it? • Organizational readiness • Who owns it? • What does it cost? Vendor • What happens if it doesn’t work? • Domain expertise Co ce • Focus / commitment Legal Contractual Clarity: en • Local accountability nt • Business model • Financial stability ra lig • Data privacy and management • Site visit(s) cti Di • Intellectual property • References ng • BCP and DRP; Force Majeure e Du • Performance assurance Offshore Location • Employment issues • Quality • Legal/Regulatory compliance • Capacity Governance • Taxation issues • Cost • Jurisdiction • Compatibility Target 4–8% of Total Spend in Governance • Culture • Resource management • Hiring/Retention • Performance management • Control/Compliance management • Risk/Financial management • Relationship management 2/24/2009 Confidential Slide 19
  20. 20. Case Studies
  21. 21. Case Study #1 (CRM) - Fortune 200 Financial Services Client The Overview The Objectives Client: Fortune 200 financial services • Improve retention and loyalty of at-risk customers company • Capitalize on up-selling/cross-selling opportunities Processes: Inbound customer • Gain significant cost efficiencies relations, sales and application • Deliver on brand promise of superior customer service processing, outbound sales, email and correspondence processing, VRU / technology and training development Contract start date: 2002 Account size: ~1300 agents The Results Hours of operation: 24 x 7 x 365 • Minacs contract with the client grew from a $7 million Site location(s): Moncton, NB, account with less than 5% market share in 2002 to a $44 Canada; Port Hawkesbury, NS, million account with 20%+ market share in 2008. Canada; Pickering, ON, Canada; and • Transition of 2 additional lines of business in 2007 and Bangalore, India 2008 provided a 60% cost savings for the associated IT Solution: Data and telephony 600 FTEs networks, Citrix and VoiP technology, • Canadian rate of retention is performing at an average of desktop workstations, integration with 56%, exceeding target by 121% numerous client applications • Balance transfers through our outbound team averaging Language served: English $3500 Markets served: U.S. and Canada 2/24/2009 Confidential Slide 21
  22. 22. Case Study #2 (CRM) - Global Recruitment Portal The Overview The Objectives Client: Global recruitment portal • Resolution of customer inquiries and issues. • Train users on best practice uses of Monster to Processes: Inbound voice and non- maximize their ROI. voice customer support for employers • Detect and prevent fraudulent job posting on and job seekers, order management, monster.com fraud detection, billing and data • Timely and accurate submission of orders received from management the sales reps. Contract start date: September 2005 Account size: ~260 agents Hours of operation: 24 x 7 x 365 The Results Site location(s): Manila and • For voice customer service, over 75% of customers are Bangalore “very satisfied” and over 93% are “overall satisfied”. Language served: English • For chat customer service, over 84% of customers are “very satisfied”, and over 94% are “overall satisfied”. Markets served: U.S., Canada, and U.K. • For email customer service, 72% of customers are “very satisfied” and 90% are “overall satisfied”. • Minacs achieved best vendor status based on customer satisfaction surveys. • The average time taken to process orders has been consistently less than 50 minutes. • Error rate is averaging 0.5% in fraud detection. 2/24/2009 Confidential Slide 22
  23. 23. Case Study #3 (CRM) - Global Automobile Manufacturer The Overview The Objectives Client: Global automobile • 40% cost reduction vs. existing cost-model in the manufacturer U.S., plus annual productivity improvement of more Processes: Consumer affairs (DRT, than 5% per year correspondence, mailrooms, warranty claims, LPO coding (tread coding) • Decrease attrition rate dealer parts information for both • Increase sophistication of IT technology Canadian and U.S. operations. PDC • Smooth transition liaisons. Contract start date: March 17th, 2007 (5 year term) The Results Program size: 265 agents: 70 in • 10% reduction in staffing costs Manila 195 in Hamilton • 5% reduction of all charges to the DPIC and Consumer Hours of operation: 7a.m. – 9p.m. Affairs groups year over year EST Site locations: Hamilton, Ontario, • 12% reduction in call handle time, resulting in savings Canada; Manila, Philippines of approx. $25,000 per month IT Solution: Developed Sharepoint to • 10% cost saving from nearshore relocation of handle movement and updating of administration functions documents/email • 40% cost saving from offshore relocation of Languages served: U.S.-: English administration functions and Spanish, CDN: English and • 60% reduction in white mail correspondence achieved French through process improvements Markets served: Canada and U.S. • Attrition has stabilized at < 9% across the two locations 2/24/2009 Confidential Slide 23
  24. 24. Case Study #4 (CRM) - Major U.S. Wireless Technology Provider The Overview The Objectives Client: Major US wireless technology • Increase revenues by extending customer contracts. provider that has partnered with Customers at risk of exceeding their data usage limit Minacs since 1999 are transitioned to another plan to avoid overage charges. Processes: Inbound and outbound • Resolve customers’ questions about their voice calls with new and existing contracts/accounts. customers • Increase customer satisfaction and retention. Program launch date: July 2006 • Contact customers who are at the end of their Program size: 265 agents contracts, offer promotions and renew contract. • Up-sell additional products and packages. Hours of operation: 9 a.m. – 11 p.m. (EST) Site location(s): Farmington Hills, MI The Results IT Solution: combination of Minacs • Lowered customer churn by approximately 7%. and client technology • Validated customer information. Language(s): English and Spanish • Increase customer loyalty. • Enabled up-selling new services to approximately 50% Market(s): USA of customers who accepted campaign offers. 2/24/2009 Confidential Slide 24
  25. 25. Case Study #5 (KPO) - Oldest Banking Institution in the US The Overview The Objectives Client: Oldest banking institution in • Spread financial statements the US. • Calculate borrowing bases, loan and line availability Processes: Credit analysis and • Monitor over advances, covenant violations, declining maintenance liquidity Contract start date: July 2008 • Prepare portfolio review reports Account size: 30 people • Timely and accurate submission of portfolio review Hours of operation: 9-hour shift reports Site location(s): Bangalore The Results Languages served: English • 7 months of service delivery; only vendor providing Market(s) served: US credit analysis to the Client • Already initiated process improvements (borrowing bases) 2/24/2009 Confidential Slide 25
  26. 26. Case Study #6 (Tech) - Minacs’ INform tool The Overview The Objectives • Automated high speed • To lower cost per contact by 80% for clients using this communication delivery platform technology that plays pre-recorded messages • To achieve high outbound volumes quickly to live customers • To provide a highly secure automation solution that • Multi channel capability: voice, would be fully integrated with Active Directory to email, or text message control user access rights • Flexible and scalable to • To increase forecasting and budgeting accuracy for accommodate any job type our clients by providing a solution with a fixed cost • Large volume contact capability • Allows customers on the receiving end of the automated call to select The Results a live agent • In November 2007, a major automotive manufacturer leveraged our services to provide automated reminder • Can be used for service calls for service updates on vehicles. INform provided reminders, emergency an 80%+ savings over traditional calls. notifications, overdue notifications, • In May 2008, a retailer began using the tool to invite or pick-up order notifications customers to events/sales weekly and was able to reach 200,000+ contacts per week! • In December 2008, a major North American media company will launch the system to contact customers whose credit card information has expired on subscriptions. Customers will have the option to speak to agent when called (press 1). 2/24/2009 Confidential Slide 26
  27. 27. Case Study #7 (Tech)-Global Computer and Consumer Electronics Company The Overview The Objectives Client: Global computer and • Position Minacs as the clients preferred vendor through consumer electronics company level of performance and flexibility to client needs Contract Start Date: 1993 • Maintain/improve our high standard of performance, Processes: Voice, email, chat specifically in the area of customer satisfaction channels for tier 1 - 3 technical • Manage increasing volumes of technical support and support, customer care with cross/up- customer service contacts due to exponential growth in sell, back office processing sales and new products Program size: approx. 1500 agents The Results Hours of operation: Varies by program • Secured 2 new lucrative LOBs & experienced over 70% growth of the account in 2007. Site locations: Peterborough, ON; Niagara Falls, ON; Pickering, ON; • Operating Client support out of 4 sites in Canada (in Saskatoon, SK; Bangalore, India 2005 Client was a single site operation) • Leading supplier based on quality with highest overall Solution: staffing, facility and customer satisfaction rating management. • #1 vendor for providing revenue augmentation through Languages: English, French up-selling and cross-selling Market(s) served: U.S.A., Canada, • Award-winning customer service (Client ranked #1 for 8 APAC, Europe consecutive years by Consumer Reports) 2/24/2009 Confidential Slide 27
  28. 28. Case Study #8 (Tech) - Global Technology Giant The Overview The Objectives Client: Global technology Giant • Reduce the cost of operation without affecting the quality of service. Processes: Customer support, Tier-1 tech support (voice & email), billing • Deliver quality driven, accurate and complete responses support via chat and email. in tier 1 tech support and tier 2 routing support. Contract start date: November 2003 • Improve overall customer satisfaction. Account size: ~ 180 FTEs • Deliver process improvements to improve the overall quality and cost of service delivery. Hours of operation: 24x7x365 The Results Site location(s): Mumbai and Bangalore • Over 4 year partnership; Commenced operations in Nov 2003 with NA email tier 1 support, added chat support in Languages served: English August 2005, APAC support in July 2006, NA tier 2 Market(s) served: US, Canada, and support in Oct 2007 and BCP site in Mumbai in May APAC 2008. • Consistently exceeding customer satisfaction scores and other key metrics. • Minacs is the only vendor for Client in NA and APAC business. • Rewarded by Client for consistently meeting all metrics. 2/24/2009 Confidential Slide 28
  29. 29. Case Study #9 (IMS) - Global Automobile Manufacturer The Overview The Objectives Client: Global automobile • Provide relevant product offerings for both current and manufacturer headquartered in Japan future use Processes: Integrated marketing • Manage accounts with both consistence and excellence solutions • Redesign their existing service marketing program to Contract start date: Currently in the provide a best-fit solution for the unique needs of each third year of a three year contract; different group within their customer base. however, Minacs has been providing service to this client since 2001. Program size: 15 FTEs, plus 10 – 15 The Results shared employees • A successful 8-year partnership between Minacs and Hours of operation: 8:00 a.m. to the client 5:00 p.m. (CST) • Dealer enrolment for the program has grown to 96% Site location: Milwaukee, WI and • Annual revenues for OEM service and parts sales have Farmington Hills, MI, U.S. grown to over $129 million per year IT solution: Oracle for database • Incremental revenue, revenue collected from lost applications, Cold Fusion, and Adobe customers who return to the dealership for service, has Flex for web components grown to over $24 million per year Language served: English Market served: United States
  30. 30. Thank You