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Quatrro Corporate Presentation

A global services company with a 19 year track record in Business Processing Services

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Quatrro Corporate Presentation

  1. 1. Company Overview
  2. 2. About Quatrro Quatrro Confidential <ul><li>A global services company with a 19 year track record in Business Processing Services </li></ul><ul><li>Over 200 enterprise and mid-market clients in North America, Europe and Asia </li></ul><ul><li>Over 2300 employees worldwide </li></ul><ul><li>Servicing centers in US, India, UK and Canada </li></ul><ul><li>“ 4 TH Best BPO provider” - Datamonitor / Black Book of Outsourcing (Sept, 2009 ) </li></ul><ul><li>“ Top 20 major Indian BPO Players” – Gartner’s Competitive Landscape (March 2009) </li></ul><ul><li>“ BPO Excellence Award” - Stars Of The Industry Awards (2009-2010) </li></ul><ul><ul><li>BPO Innovation Of The Year </li></ul></ul><ul><ul><li>Best Employer Award </li></ul></ul><ul><li>“ The Father Of Indian Outsourcing “(Forbes) </li></ul><ul><li>“ Coolest Emerging Vendor” - Channel Web’s (2010) </li></ul><ul><li>“ Raman Roy; Role Model & Exemplary Leader Award “ - BPO Excellence Awards Stars of the Industry </li></ul><ul><li>Quatrro’s CEO elected to Executive Committee of NASSCOM (2009) </li></ul><ul><li>Enterprise Asia - Asia Pacific – Outstanding Entrepreneurs Award presented to Raman Roy </li></ul>A Tradition of Excellence Service Lines Company Snapshot Technical Support Knowledge Services Risk & Fraud Management Mortgage Loan Processing Financial Processing Interactive Entertainment
  3. 3. Shaping the Business Processing Industry for over 19 years Quatrro Confidential Complexity – Added Value <ul><li>Pioneered real time processing and voice </li></ul><ul><li>Established India’s largest multi process captive unit </li></ul><ul><li>Pioneered 3rd Party operations </li></ul><ul><li>Multi faceted services </li></ul><ul><li>Acquired by Wipro </li></ul><ul><li>Quatrro provides cost effective and innovative solutions through a combination of tools, platforms and business processes </li></ul>(1992-1996) (1996-2000) (2000-2005) (2005 and beyond) Recognized as “The Pioneers of the Indian BPO Industry” – Created over 35,000 new jobs Indian BPO industry was in its nascent stage (only sign of BPO in India was data entry) India established as the premier global offshoring destination for call center and BPO Started and led Spectramind into India’s largest third party BPO company Targeting uncontested service spaces and pioneering new service lines <ul><li>Pioneered off-shoring to India </li></ul><ul><li>Established India’s first captive unit for Finance/Accounting </li></ul>Pioneering Business Processing Services BUSINESS TRANSFORMATION
  4. 4. Quatrro’s Service Offerings Quatrro Confidential Services <ul><li>Portfolio Management </li></ul><ul><li>Risk Analytics </li></ul><ul><li>Expert Systems and Solutions </li></ul>Platform-Based and Domain-Backed <ul><li>Loan Origination </li></ul><ul><li>Loan Modifications </li></ul><ul><li>Underwriting </li></ul><ul><li>Post Closing and Servicing </li></ul><ul><li>Default Management </li></ul><ul><li>Spend Management </li></ul><ul><li>Cash Applications </li></ul><ul><li>Financial Reporting & Analysis </li></ul><ul><li>Procure to Pay </li></ul><ul><li>Order to Cash </li></ul><ul><li>Fixed Assets </li></ul><ul><li>Reconciliations </li></ul><ul><li>B2C and B2B </li></ul><ul><li>Phone, Chat & Email Support Services </li></ul><ul><li>Remote Support Services </li></ul><ul><li>Onsite Support Services </li></ul><ul><li>Online Training Services </li></ul><ul><li>Art </li></ul><ul><li>Testing </li></ul><ul><li>Porting </li></ul><ul><li>Games focused localization </li></ul><ul><li>QA </li></ul><ul><li>Certification </li></ul><ul><li>Audio & print services </li></ul><ul><li>Abstraction and Indexing </li></ul><ul><li>Content & Knowledge Discovery </li></ul><ul><li>Master Data Management </li></ul><ul><li>Portal Content & LITS </li></ul><ul><li>Patent Search & Analytics </li></ul><ul><li>Research & Analysis </li></ul>Risk & Fraud Management United States Canada United Kingdom India Mortgage Loan Processing Financial Processing Technical Support Knowledge Services Interactive Entertainment
  5. 5. Team Quatrro Board of Directors <ul><li>Raman Roy </li></ul><ul><li>Chairman & Managing Director </li></ul><ul><li>18+ years in the BPO Industry </li></ul><ul><li>Pioneered Remote Processing in India </li></ul><ul><li>Created 3 of the largest BPO’s in India </li></ul><ul><li>Transitioned over 500 processes to India & created over 35,000 BPO jobs </li></ul>Business Lines V Balakrishnan President & Chief Executive, Strategic Business Development 28+ yrs Experience GE, Larsen & Tubro, Wipro… Raja SV EVP and Chief, Human Resources Officer 25+ yrs Experience Amex, Tata, Wipro… Sunil Rawal EVP and Chief Quality, Risk and Compliance Officer 27+ yrs Experience GE, Wipro… Sunil Gujral EVP and Chief Technology Officer 23+ yrs Experience Amex, Wipro… Rakesh Sharma EVP, Infrastructure Services 24+ yrs Experience Oracle, Wipro… Ed Quintero EVP, Business Development 28+ yrs Experience Andersen, Wipro… Corporate Functions Technical Solutions Knowledge Services R. Sivadas Managing Director, Scope eknowledge 26+ yrs Experience Escorts, UB Chandu Nair Executive Director, Scope eknowledge 26+ yrs Experience Businessworld, Asian Paints <ul><li>Daniel R. Mintz </li></ul><ul><li>Founding Managing Director, Olympus Capital </li></ul><ul><li>Holdings Asia </li></ul><ul><li>20+ years of private equity and mergers and acquisitions experience </li></ul><ul><li>Worked with Morgan Stanley Capital Partners (&quot;MSCP&quot;) and Morgan Stanley's Mergers and Acquisitions Department </li></ul><ul><li>Raj Dutta </li></ul><ul><li>Executive Director </li></ul><ul><li>23+ years of experience in handling diverse areas in Finance and General Management </li></ul><ul><li>Worked with GE, WIPRO, HCL… </li></ul>Sunil Gujral Business Leader 23+ yrs Experience Amex, Wipro… <ul><li>Gaurav Malik </li></ul><ul><li>Managing Director Olympus Capital Holdings Asia </li></ul><ul><li>11+ years of experience in private equity investments as well as mergers and acquisitions in Asia </li></ul><ul><li>Worked with ABN AMRO and Donaldson-Lufkin & Jenrette… </li></ul><ul><li>Rajesh Subramaniam </li></ul><ul><li>Managing Director India, Walden International </li></ul><ul><li>12+ years of experience in M&A, long term funding, structuring and alliances </li></ul><ul><li>Worked with Firstsource Solutions, GIV, Ernst & Young, KPMG… </li></ul>Financial Processing Glen Ofenloch COO, Quatrro FPO Solutions 22+ yrs Experience RSM McGladrey, The Balcor Company… Banking Solutions Shyam Sundar COO Quatrro Mortgage Solutions 25+ yrs Experience Motorola, GE, Equinox Mortgage Services Vijayalakshmi Rao Director & COO, Scope eknowledge 25+ yrs Experience TI Cycles, SAIL… Quatrro Confidential Risk Management Sriram Natarajan COO, Quatrro Risk Management 21+ yrs Experience GE Money, Amex, National Bank of Kuwait, HSBC Interactive Entertainment Richard Leinfellner CEO, Babel Media 26+ yrs Experience EA among others Tram Venkatraman President, Scope eknowledge 30+ yrs Experience Allsec Technologies & TCS BPO
  6. 6. Global Service Delivery Quatrro Confidential ` Gurgaon Headquarters Infrastructure <ul><li>6 floors with 1500+ operations workstations with dedicated training and hiring areas </li></ul><ul><li>9.38 miles from Delhi airport </li></ul><ul><li>Security guards on a 24X7 basis </li></ul><ul><li>All Operations floors with access control, Bio Matrix and restricted access </li></ul><ul><li>Backup for every contingency </li></ul><ul><ul><li>Data Integrity | Password Limited Access | Confidentiality | No Utility Disruption since operations started: Backup servers and 3 Back up Generators on N+1 model </li></ul></ul><ul><li>Premises are monitored by a CCTV network </li></ul><ul><li>Building equipped with latest fire fighting equipment </li></ul><ul><li>Facility can run without HVPN Govt power supply on Gensets for 10 days </li></ul><ul><li>Transport, Medical, Gym, Café and ATM services available 24*7 </li></ul><ul><li>Business Continuity Plan in place, regular drills held </li></ul>Modern infrastructure with latest equipment to meet our clients’ requirements US Delivery Centers Burlingame, CA Pleasant Prairie, WI Madison, WI Canton, OH Montreal, Canada Gurgaon, India Global Headquarters Brighton, UK Mumbai, India Chennai, India Global Delivery Centers Chicago, IL US Headquarters
  7. 7. Leaders in Data Security and Technology Adoption Quatrro Confidential Secure and robust technology infrastructure – ISO 27001, DPA and PCI DSS Certified Agility and flexibility in customizing technology architectures to client’s requirements <ul><li>Secure and converged Gigabit Speed LAN </li></ul><ul><li>Converged MPLS backbone from leading Global Service provider </li></ul><ul><li>Premium Non-blocking Internet connectivity </li></ul><ul><li>Multilayered Anti Virus Protection with 3 different Antivirus Engines </li></ul><ul><li>Perimeter and LAN secured with industry leading IPS & Firewalls </li></ul><ul><li>Centralized SOC for monitoring, log co-relation & analysis </li></ul><ul><li>Central Audit team to monitor compliance </li></ul><ul><li>ISO 27001, DPA and PCI DSS Certified </li></ul><ul><li>Converged multi channel contact framework with IP & TDM endpoints </li></ul><ul><li>Integrated CRM, Knowledge base & Quality Analytics for enhanced customer experience </li></ul><ul><li>State of the art Secure Data Center with industry leading controls </li></ul><ul><li>24x7x365 NOC manned with multi skilled resources </li></ul><ul><li>Centralized NMS for Fault, Configuration, Accounting, Performance & Security management </li></ul><ul><li>Centralized IT Support accessible via telephone, email & service portal </li></ul>
  8. 8. Service Platforms Based on Process and Design Excellence Quatrro Confidential Solutions designed for high availability and fast recovery Support procedures and practices with well defined and documented SLA’s <ul><li>Domain specific Application Platforms for end to end Service delivery </li></ul><ul><li>Business specific Client Portal with Self Service for Data Update/ Access, Workflow, Business Analytics, Dashboards and Reporting </li></ul><ul><li>SOA based Multi-tenanted architecture with authorized Role based access </li></ul><ul><li>Constantly evolving platforms incorporating Web 2.0, BPMS, and other additional functionalities to mitigate gaps as and when identified </li></ul><ul><li>Designed and managed to meet Industry standard info-security requirements via regular Audits and tests including Vulnerability Assessment & Pen Testing </li></ul><ul><li>Application and infrastructure performance monitoring integrated with Central NOC </li></ul><ul><li>Extensive logging of events including access, updates and other system events </li></ul><ul><li>Critical equipments deployed in N+1 redundancy for high level of availability </li></ul><ul><li>Periodic DR drills to check equipment availability & health </li></ul><ul><li>Periodic Audits on equipment to ensure compliance at all levels </li></ul><ul><li>Documented Single Point of Failure analysis, backed with BCP plan as agreed </li></ul><ul><li>Well defined & documented SLA’s with support partners for IT equipments </li></ul><ul><li>Regular backup of all critical data, supported by defined backup and restore process </li></ul><ul><li>Capacity planning & monitoring to maintain equipment capacities & thresholds </li></ul>
  9. 9. Innovative HR and People Practices Quatrro Confidential Unlocking of People Potential through Integrated HR Processes <ul><li>Best known team in the Indian BPO industry </li></ul><ul><li>Associations with global institutions / universities for domain specific skills (SMU, ISI, IIM, IIT, Law Schools) </li></ul><ul><li>Careers are aligned with “area of domain expertise” </li></ul><ul><li>Onshore / offshore vendor partnerships for talent acquisition </li></ul><ul><li>Credibility through leadership team participation in industry associations (NASSCOM, National HRD Network, CTO,CIO) </li></ul><ul><li>Compensation aligned to the market </li></ul>Attract Induct Motivate Retain <ul><li>Comprehensive on-boarding program </li></ul><ul><li>Thorough domain intensive training and certification program </li></ul><ul><li>Engagement process with industry leaders </li></ul><ul><li>Learning opportunities to enhance career growth </li></ul><ul><li>Open and transparent communication system </li></ul><ul><li>Continuous improvement culture </li></ul><ul><li>Reward and recognition program based on employee performance </li></ul><ul><li>Employee participation in key organizational initiatives </li></ul><ul><li>Competitive compensation – Pay for performance philosophy </li></ul><ul><li>Focus on growth and career opportunities </li></ul><ul><li>Immense learning opportunities throughout ‘Employee Life Cycle’ </li></ul><ul><li>Competitive benefits plan for all associates </li></ul><ul><li>ESOP participation </li></ul>People practices driven by automation
  10. 10. Quality built on Six Sigma, Kaizen & Lean Quatrro Confidential <ul><li>Technology Platform Designed using DFSS Rigor </li></ul>Vision - “Delivering Best in Class Performance on Customer CTQ’s…” <ul><li>Robust Transition process (DFSS rigor) </li></ul><ul><li>BPMS for all processes </li></ul><ul><li>Statistical process controls </li></ul><ul><li>Information security compliance </li></ul><ul><li>Training- MBB, BB, GB </li></ul><ul><li>Kaizen </li></ul><ul><li>PCMM </li></ul>Six Sigma Lean Kaizen (People Involvement – Incremental Improvement) Implementing People Practices for a maturing Outsourcing industry Error proofing to eliminate chance of mistakes-accidental or deliberate (Variation Reduction / Exponential Improvement) (Waste Reduction) <ul><li>Best Practices from Global Standards (COPC, DPA, PCMM, ISO, SAS) </li></ul><ul><li>Collective Learning from BPO experience </li></ul>(Variation Reduction / Exponential Improvement Methodology (Waste Reduction Methodology) <ul><li>Deployment Strategy </li></ul><ul><li>Dedicated team of MBB/BBs for each Business Line (ratio 1:100) </li></ul><ul><li>Lean, Six Sigma (GB), Kaizen training for all operating managers </li></ul><ul><li>Robust project selection methodologies focusing on client needs </li></ul><ul><li>Six Sigma infrastructure processes for all Operations </li></ul><ul><li>Strategic consulting support for clients </li></ul>PEOPLE PROCESSES TECHNOLOGY
  11. 11. The Quatrro Advantage <ul><li>Domain Expertise </li></ul><ul><li>Multi-Lingual capabilities </li></ul><ul><li>Certification-based training </li></ul><ul><li>Best in class people - Culture of innovation </li></ul><ul><li>State of the Art Infrastructure </li></ul><ul><li>Center with biometric access controls, CCTV monitoring, FM 200 fire protection. </li></ul><ul><li>Converged Voice and Data network built on a secure MPLS backbone. </li></ul><ul><li>Strict adherence to data security standards </li></ul><ul><li>Maintenance of data integrity & confidentiality </li></ul><ul><li>Assuring process excellence through Best in class practices, innovative solutions & process re-engineering </li></ul><ul><li>Process improvements through deployment of Six Sigma & Lean methods. </li></ul><ul><li>Elimination of non-value added work to keep the organization's performance razor-sharp </li></ul><ul><li>Substantial experience in efficient and effective service delivery </li></ul><ul><li>Use of best practices </li></ul><ul><li>Leveraging automation tools & ideas to deliver best services </li></ul>Quatrro Confidential Operational Excellence Best in class IT Infrastructure Quality Driven Operations 3 Levels of People Resources
  12. 12. Quatrro Confidential Thank You!