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BnK -e Overview


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BNK E Solutions Corporate Presentation

BNK E Solutions Corporate Presentation

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  • 1. BNKe 0
  • 2. What We Do Our Focus: Supply Chain Operations What We Do• Parts : Planning; Dispatch; Returns Provide visibility, information,• Field Service : Field Dispatch & planning and outsourced Coordination (including call center); operations support(BPO) to supply Workforce optimization chain organizations using technology enabled solutions• Installed Base Management : Warranty & Contracts Management; Remote Surveillance What We Are Not• Logistics : Supplier, Warehouse, Depot & Carrier Coordination; Returns • Software company, or Management; Audit & Reporting. • A general consulting company, or• Spend Management : Sourcing, • We do not own or operate physical Procurement back office, Invoice network assets like technicians, trucks management, Supplier helpdesk or warehouses
  • 3. Business Overview Global Operations Focused On Service and Logistics US (Stamford, Dallas, Denver)  Operations India (Calcutta, Pune) Current capacity for 1100 people,  Processes building capacity for 1500 more  Technology/Optimization State of the art IT / Infrastructure  Thought Leadership Strong Client Base Expertise Industries: Hi-Tech,  Industry practitioners Auto/Industrial, Aerospace, Energy,  Operations management professionals 3rd Party Service Providers  Data/analytics and technology experts Size : Fortune 500 as well as SMEs  Academic Doctorates/Masters Degrees Geographies : US, India, UK, with supply chain expertise Australia  Domain expertise across multiple processes/industries
  • 4. Enabling Efficiencies Across Service Chain Customers with diverse needs Repair Enterprise Enterprise Enterprise Sales & Field Parts Brand Service Suppliers C Owners B Channels A OEMs Warranty Service Providers • Enablement of metrics-driven • Service demand forecasting by product • Intelligent “last-mile” service collaboration between Brand lifecycle (NPI, Sustain and EOL) fulfillment Owners and Repair Vendors/Parts • Parts management (NPI, Sustain, EOL) • Service provider discovery, Suppliers maintenance and rating • Inventory optimization • Service demand & supply • Installed base/entitlement data management • Service logistics optimization maintenance • Returns and Refurbishment Mgmt Enabling metrics-driven fulfillment across the service chain
  • 5. Field Service 4
  • 6. Field Operations Support Work Order Managed Service Off-Business Hours Work Order Close- Customer Field Dispatch Field Coordination Calls Out Satisfaction surveys Toll Free Number  Call and Central  Rescheduling,  Close-out Calls /  Custom Survey Live Agent Dispatch Center Cancellations, Re- Follow-up  Sampling End of Shift Report  Scheduling and Routing  Completion data  Reports / Analysis Recording Repository Work order  Time-card and records  Recordings Emergency Paging Assignment Progress Tracking BNKe is BNKe Advantage • The fail-safe back office engine behind 8.5 • Experienced back office experts million work order closeouts annually • Cutting edge technology back bone • Supporting 10,000 Field Technicians Daily • The trusted services provider handling 20 • Low cost delivery centers million calls per year • 24 / 7 Operation with voice and non-voice • Transactional and variable pricing capabilities • Supporting 35 countries and 11 languages • 24/7 global coverage and support
  • 7. Facility
  • 8. Enabling the entire Request to Pay cycle – Customer Portal Suite – Customer Invoicing – Scheduling & Dispatch – Provider Invoicing & Management – Work Order Management – E – Payment Processing – Scheduled Work Management – Inventory Management – SLA Tracking & Alerts – Time & Attendance Management – Dispatcher Task Tracking – Resource Scorecarding – Estimate & Quote Management – Budget To Actual Dashboards – Asset Management – Document Management – Warranty Tracking – Mapping & GPS – Punch List and Inspections – Provider Insurance & Doc Tracking – Work Plan Management – Connected Provider Database – Approvals & Verifications – Corrigo Knowledgebase – Satisfaction Surveys – & The Work Order Network Web Mobile Email Fax IVR Call Center Excel Integrate
  • 9. Global Operation Center
  • 10. Warranty Part Dispatch 9
  • 11. Services Offered Warranty parts dispatch to B2B customer. There are 3 broad categories in the dispatch process: Enrolment Warranty Remittance and Part Claims Certification Dispatch
  • 12. Operation Footprint 24x5 web-based coverage Global Customer Base (North America, Latin America, EMEA, APAC, Japan 50,000 transactions/week Support in 12 Languages (English, German, Italian, French, Spanish, Portuguese, Arabic, Russian,Korean,Chinese Simplified, Chinese Traditional,Japanese) Operating in 2 locations (Kolkata & Pune) with over 120 people Strong Hardware / Technical knowledge-base
  • 13. Value Adds by BNKe Analysis of Trends for each metric from start of the year Analysis of all Measurable and Controllable factors. Analysis of reasons contributing to the key metrics Suggest a plan to Implement and Control each measurable factor to improve the metrics. Monitor and maintain the improved levels.
  • 14. BNK Overview- 13
  • 15. Our Take on the Logistics Business Model Logistics Management Solutions Benefit Customers by:  Optimizing Transportation Networks  Providing Cost and Service Advantages LOGISTICS GROWTH “DRIVERS” LOGISTICS GROWTH “DRAGS” Value-Added Activities Non Value-Added Activities  Sales & Marketing  Hours of Track & Trace  Aggregating Transportation Volume  Chasing & Reconciling PODs /Carrier  Developing Carrier Capacity Documentation  Contract Negotiation  Tender Reject Handling  Optimizing Transportation  Reporting  Customer On-Boarding  Claims Administration  I.T. / Systems Integration  Freight Bill Audit & Payment  Rate Quote Database Management BNKe’s unique services allow Companies to efficiently manage Non Value- added activities and Focus Resources on Driving Growth
  • 16. Logistics Back-Office Shipment Lifecycle Order Receipt Load Tendering Dispatch Track & Trace POD We provide outsourced management of typical loads between $ 5-7 / load, with a Demonstrated 60-70% Savings Track Record NO 24 / 7 Optional PLUG n’ PLAY Upfront Investment Global Support Technology Platform Additional Logistics Support Services  Carrier contract and setup  Inbound and Outbound Shipment  Rate changes and database management coordination  24/7 customer service and Carrier  Timesheets and other facility management Relationship management  Reporting and Analytics  Freight invoice audit and assistance  Escalation and Delivery Change  Customer billing and collections Management
  • 17. Case Study – End to End Shipment Management A leading transportation management Logistics outsourced its back office support services including: load booking & tendering, track & trace activities, and order to cash cycles to BNKe. Logistics Growth ‘Drags’ BNKe Solution  Back office Management of 90,000 loads Cost Savings per month  20% savings – cost/delivered shipment  Coordination with 16,000+ carriers  15 days saved – POD time  Rising cost/delivered shipment  35% savings – personnel costs  High DSO - Receivables outstanding  40% savings – reduced aging invoices  Overdue carrier payments Increased Efficiencies  On time pick ups and deliveries on the  Increased client’s customer base through decline (service failure) referrals  Improved productivity  Setup After Hours team to handle emergency situations Strengthened by its BNKe Support Operations, Client Revenues have Increased 400% in 3 years
  • 18. BNKe’s Procurement Solution Approach Enterprise Spend Management Visibility Sourcing Procurement Supplier Management • Identify opportunities • Achieve sustainable sourcing • Drive policy compliance • Manage global and prioritize spend savings and competencies and realize savings supplier base and management actions • Attain global contract visibility • Automate Document performance • Monitor Performance and enable contract compliance Exchange & Compliance • Automate invoice processing and achieve invoice compliance Consistent Processes + World Class Ariba Technology Backbone + 24/7 Service Center 17
  • 19. BNKe offers Ariba Supplier Network (ASN) Ariba Supplier Network (Ariba SN) Over 300000 suppliers New supplier every 15 minutes Overview • Registration • 7 years of continuous improvement • Searchable business profiles • >2.8 million monthly documents • Transaction doc preferences • >$130 Billion in annual commerce • Transaction management • >85 million catalog items • Supports general information • Transactions in 80 currencies • Supports customer specifics • 99.5 % up time 18
  • 20. BNKe : Single window to all participants Supplier Supplier Supplier Customer Helpdesk (CHD) Supplier •Supplier Recruitment Supplier •Catalogue Maintenance •Contracts Management •P2P Tracking Supplier •Procurement Analytics Supplier Customer Helpdesk Supplier Helpdesk BNKe BPO Supplier Helpdesk (SHD) Catalogue BNKe BPO Platform •Supplier Training Orders Payments •PO • Delivery Client Users •Invoice •Payment Supplier Supplier Supplier Supplier 19
  • 21. Transition Methodology Strategic Solution Assessment Knowledge Transfer Operations Identification Tollgate 3 Tollgate 4 Tollgate 2 Tollgate 1 Knowledge Opportunity Process Service Transition Transfer Steady-State Pilot Identification Understanding Agreement Set-up And Operation Training 2 weeks 3 weeks 2-4 weeks Ongoing• Identify benefits to customer • Create Process Maps, Training • Pilot operations with small• Understand current process Material scope• Propose solution • Complete training of agents• Finalize Services Agreement • Assess failure modes and • Start full scale operations ways to handle them
  • 22. Talent Acquisition
  • 23. Hiring Process Receipt of Manpower requisition from Analysis of Positions and Requirements Operations Internal Database Placement Consultants Sourcing Strategy – Generate Candidates Referrals Walk Ins Rejoinees Competency Mapping Pre Screening (Phone/Web/CVs) Short listing Testing and Evaluation Telephonic Interview Group Discussion Written Test Personal Interview Short listing of Candidates Post Evaluation Feedback from Pre Joining formalities Stakeholders(Operations, Training, IT etc) & Background check process Joining Induction Annual Interview Conversion Percentage ( Sep Process 09 - Aug 10) Channel Conversion Alumni Management  Database of old employees with reasons for leaving & skills Walk Ins 9.00% set maintained actively  Periodic communication with alumni to assess change Referral 15.33% in personal/professional status  E-mail communication / News letter circulated to alumni to Consultants 10.55% keep them updated with business growth and happenings in Rejoinees 136.96% BNK;  Alumni invited to the annual BNK get-together Advertisement 100.00%
  • 24. Retention Stimulating Work Fun @ Work Retention Leadership Recognition & Reward
  • 25. Training Process Training Need Training Training Delivery Training Analysis Objectives Evaluation • Understand • Set goals • Training • Measure training Techniques learning & requirements results New Hire Training Importance & Success of Written Assessment BPO Industry Classroom Session / Voice & Data BPO Overview Interactive sessions Industry Transition to Group Discussions / Operations : 95% & Cross Cultural Understanding western above Inducted to Lectures / Culture Orientation culture the Process Quiz Service & Service Orientation to Activities / Real life cases Retraining : 85- Customer US/UK/ Australian & stimulation exercise/ 94.99% Satisfaction Customer Role Plays Below 85% - American/English accent Audio Video / Accent Voice & Accent Referred to HRD for recognition & Regional Training CD’s / Voice termination accent reduction Recording & Reviews
  • 26. BNKe Overview – AUSTRALIA,UK,CANADA &
  • 28. Services Provided – SUMMARY B2B and B2C Outbound • Tele persuasion services Surveys • Customer Satisfaction, Lifestyle and Opinion Polls Lead Generation • Data Validation, Appending and Appointment Fixing Up selling • Value Added Services and Plan Change Billing and Collections • Billing Disputes, Payments and soft collection calls to defaulters Channel Support • In conjunction with outlets to set up new contracts Post Sales Services • Quick turnaround of the Verification process resulting on faster activation of account Customer Care • Manage Queries and Complaints, Service change Requests, Delivery enquiries, Billing related concerns ,SIM card concerns, Broadband and Network related issues Customer Retention and Contract Renewal • Managing customers who want to cancel existing contracts and renewal of contracts of existing customers
  • 29. Quality
  • 30. Quality Assurance – What we do ?• Identification of business processes IMPLEMENT that fail to meet the targets and users expectations and analyze the • Frequent monitoring & counseling reason thereof • The benchmark set for internal quality SLA is always more than of the CCEs helps to control• Identification of opportunities for specified client SLA individual and process CCEs to improve their performance performance including specific training needs IDENTIFICATION CONTROL
  • 31. Quality Assurance – How we do it ? Monitoring TNA QA ACTIVITIES QA REPORTS QA GOALS Individual Evaluation Improvement Quality Scores Process Feedback Improvement Agent / Process Trend Analysis Coaching Live Recorded
  • 32. Staffing AnalysisAudit Functions 80 Focus Areas • Error Rate 60 • Work Order 40 Breakage 20 Client 0 Incorrect M/S Usage ODU Usage Incorrect Service Call Notation Action Req Code 25.00% 21.00% 20.00% Immediate Reduction in Error % 15.00% AUDIT PROCESS 10.00% 7.00% 5.00% 3.00% 0.75% 0.20% 0.00% Initially After a 6 Months A Year Currently Month
  • 33. Training
  • 34. Training Types New Hire Process OJT Refresher Client BPO Industry Monitor & Industry Buddying Review TNA Overview Overview Product / Mock Identify Soft Skills Process Shortcomings ADDRESS Sessions Training Voice & Content Customization DELIVERY Accent Training Cross Culture Delivery EVALUATION Only after successful completion of the OJT and TRAINING EFFECTIVENESS clearing the written Evaluation EVALUATION assessment a new hire is sent LIVE on calls.A Build vs Buy decision is EVALUATION Survey Did trainees like it ?made before hiring the newmanpower. Assessment Did trainees Learn ? Transfer Are they using it ? Impact Did it matter ?
  • 35. BNKe Technology 34
  • 36. Connectivity: International Voice Traffic FLAG KOLKATA MUMBAI CHENNAI (NODE For SIFY NETWORK) SAFE Multiple Connectivity Total Capacity ~ 500 Technology: PCM/TDM Options Voice Channels with G.729 35
  • 37. Multiple Connectivity For International Voice Traffic INDIA-End MPLS US (Transport Layer – SIFY Backbone) Provider US GATEWAY INDIA GATEWAY BNK e- Operations Center GRE Tunnel (Transport Layer - www) MANAGED VoIP GATEWAY MANAGED VoIP GATEWAY •Ring Architecture •TDM Compatible Voice Quality •End-to-End Fiber Optic •Redundancy on International Segment 36
  • 38. MPLS Redundancy Between NOVATEL(US) & BNKeNOVATEL-US Normal Path BNK-INDIA - Operations Center SIFY-MPLS Backbone CISCO-2800 TDM E1 Connections To End - MANAGED VoIP GATEWAY Telecom Equipments Backup Path GRE Tunnel Over Public Internet Cloud CISCO-3600 (Backup) 37
  • 39. The Voice Platforms Nortel Meridian 61C PBX E1 s To Global TouchStar PSTN Networks GATEWAY Equipments E1 s Avaya S8400 Media Server E1 s Avaya ProLogix PBX Avaya MOSAIX PDS 38
  • 40. Redundancy: DIALER / PBX Level BNK-I: INFINITY 4TH FLOOR BNK-INX: INFINITY 10TH FLOOR INFINITY NORTEL 61C PBX AVAYA ProLogix PBX Inter-PBX Primary Agent TIE Primary Agent Connection Connection Connection From NORTEL PBX From AVAYA PBX Backup Agent Connection Backup Agent Connection From BNK-I NORTEL PBX From BNK-INX AVAYA PBX Inter-Site Dialer Inter-Site Dialer Connection Connection Inter-Site BNK-2: WEBELPrivate Fiber Connection WEBEL HOUSE AVAYA MOSAIX DIALER AVAYA PDS DIALER NORTEL 61C PBX AVAYA S8400 TOUCHSTAR DIALER 39
  • 42. Outbound Call Routing 41
  • 43. Information-System Security Over Internet Through VPN – CISCO, NORTEL CONTIVITY, Router and Firewall Based Security Measures - ID and IP Authentication, Encryption Internet Access Restrictions Other Information Security Measures • Firewalls – CISCO PIX and D-LINK DFL • IDS and IPS • Proxy Servers and Content Filters • Penetration Tests for checking vulnerability to threats • Hardening of critical servers • Symantec Endpoint Protection – Antivirus and Threat Protection • Structured password and OS, software upgrade policy • Windows Firewall, Auto-Update enabled on all Workstations • Physical Security – Access Control for Server Rooms and Op Floors