Beyond Boundaries: Leveraging No-Code Solutions for Industry Innovation
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SoftAge's Fair Business Practices
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SoftAge Information Technology Ltd. : Confidential 1SoftAge Information Technology Ltd. : Confidential17 February 2015
The SoftAge Advantage
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SoftAge Information Technology Ltd. : Confidential
Company Profile
⢠Currently has 640+ offices across India, UAE, Kenya, Zambia, KSA and TâChad
⢠Around 1 million sq. ft. of office space
⢠11,250 employees
⢠Handled over 570 million forms and 135 TB data
⢠Archived 1.7 billion documents
⢠Process 500,000 documents per day
Established in 1994; Incorporated as Limited Company in 2000
Pioneers of Document Management Services with over 20 years of expertise
ISO/IEC 27001:2013 and ISO 9001:2008 certified
D&B Rating â 4A3
Few Clients in India : Vodafone, Indian Airforce, Indigo, UIDAI, UTI, Canara Bank, Magadh University, etc.
Few Clients across the globe : Airtel Africa, DMCC UAE, DED UAE, Lama Tours, Daewoo, Chase Bank Kenya etc.
Memberships & Certifications
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SoftAge Information Technology Ltd. : Confidential
Key Milestones
2004-06
2006-10
2011-12
2013-15SoftAge has been on a growth trajectory since
its inception and has gained expertise by
working with clients in different sectors and
gained various accolades during this journey
⢠Registered as limited
company based in
Delhi; Launched DMS
services
⢠Launched scanning
services by processing
PAN cards for GOI
⢠Launched data processing
and scanning services in
other states of India
⢠Initiated Warehousing
services
⢠Increased strength from
100 employees to ~1000
employees
⢠Address verification of
3 millions mobile
phone subscribers of
telecom company in 6
months
ďŹ Manpower increased
to 5000+ in 2008
ďŹ ISO 9001:2008
Certification
ďŹ Re-verification of 50
millions KYCâs for
telecom giant in 6
months
ďŹ Became member of
NASSCOM
⢠D&B-Axis Bank
Business Gaurav
Awards 2011
⢠Ranked in Deloitte
Technology Fast 50
India and Fast 500
Asia Pacific 2012
⢠SoftAge has shown
growth at CAGR of
59% and achieved
USD 25 million
revenue in 2012-13
⢠Launched offices in
UAE, Kenya, &
Zambia
ďŹ 10,000+ employees
2000-03
⢠SoftAge launched
office in KSA
⢠Achieved USD 33
millions revenue from
India operations in
2013-14
ďŹ Initiated key project
of setting up PECs for
UIDAI in 2014
ďŹ Launched Office in
TâChad
ďŹ Ranked in Deloitte
Technology Fast 500
Asia Pacific 2014
ďŹ Certified for ISO
27001:2013
ďŹ Zee Business &
Worldwide Achievers
Business Leadership
Awards 2014
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SoftAge Information Technology Ltd. : Confidential
Awards & Achievements
Zee Business & Worldwide Achievers
Business Leadership Awards 2014 Indian SME Top 100 Awards 2013
Deloitte India Tech Fast 50, 2012 and
Deloitte Fast 500 Asia Pacific Awards
2012, 2014
D&B-Axis Bank Business Gaurav
Awards 2011
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SoftAge Information Technology Ltd. : Confidential
Social Initiatives
⢠SoftAge Foundation
⢠Aim : To provide all the possible to help to young people labeled with a psychiatric disability
⢠The foundation is willing to help anyone and everyone, and is at present focusing on the children and the relatives of
the employees.
⢠SoftAge foundation also provides financial aid for the education of children, especially the girl child.
⢠One paisa per processed form is contributed to the foundation and medical & financial aid is provided wherever
required
⢠Rural Employment
⢠Most of our processing offices are in rural areas with the aim of generating rural employment.
⢠The idea is to promote modernization without urbanization. In this way, the people donât have to leave their native
towns and can be employed while staying with their families.
⢠Rural BPO : In process of setting up a BPO in rural Bihar, which seeks to employ 500 people.
⢠SoftAge Institute of Document Management, Patna : A SoftAge Foundation initiative which helps develop vocational
skills in the field of DMS and thus contributes to rural employment
⢠Environment
⢠We recycle obsolete electronic equipment in an environment friendly manner through our e-waste partner, Attero
Recycling
⢠As a Document Management Company, in our process, we use recyclable cardboard cartons for warehousing and
paper envelopes
⢠Spreading awareness through marathons, event participation etc.
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SoftAge Information Technology Ltd. : Confidential
HR Policies
At 95%, our retention rate for permanent employees speaks for itself. We ensure employee motivation through the
following measures:
Team Building Workshops Annual RnR and Meet External Training & Motivation
Sessions
Recreational outings
Holistic Compensation System Scheduled & On-request
soft-skill training
Health, Safety & Welfare Policy iNNOVATION Award
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SoftAge Information Technology Ltd. : Confidential
What our Partners have to say about us
âSoftAge is a very caring organization,
as compared to other companies. In
fact, their CEO, Ms Fahminda Ozair,
ensures personal attention.â
-Diana Muthee-Gitiba, CEO,
Adept Technologies, Kenya
âIâm impressed to see how SoftAge
motivates and appreciates their staff
for their ideas. This is the ground for
success for any organization.â
-H.E. Mr. Sanad Al Meqbali,
CEO, Enjazat Services, UAE
âSoftAge makes great effort to engage
clients, partners and prospects through
events and magnanimous hospitality.â
-Mr Mustafa Naqwi, CEO, DNA,
Saudi Arabia
âI want to compliment the leadership
of SoftAgeâŚ.This organization shapes
mainstream business of the
organizations it serves with DMS.â
-Mr Vivek Naidu, Vice
President - Document
Imaging, Kodak Alaris
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SoftAge Information Technology Ltd. : Confidential
Client Support & Communication
Customer Satisfaction is germane to our operations, and it is reflected in the fact that Vodafone India, a client for
whom we handle a volume of over 500,000 documents a day has repeatedly awarded us with a Certificate of
Appreciation in recognition of outstanding commitment, dedication and support. It is also evident in the fact that
we have customers with whom our association is as old as 12 years.
This is ensured through the following mechanisms:
Decentralized Grievance Redressal
Mechanism â with personal attention
Physical Meetings : Monthly Customer
Feedback & Annual Meet/Conclave
Internal RnR aligned to Quality and
Customer Satisfaction
Central Audit Department
Management Information Systems Regular Communication for Daily
Operations, Product Literature
Information Security Management
System Policy
Amendment & Updation of Services
done with Client feedback & approval
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SoftAge Information Technology Ltd. : Confidential
Thank You
âSoftAge is the company I can always rely on for the services they provide.â
- Canara Bank
Visit us at www.softage.net
Editor's Notes
SoftAge has never used print or electronic media for disseminating misleading information to customers.
SoftAge has over 600 offices across India where we followed best business practices to the best of our knowledge, in compliance with âThe Right to Fair Compensation and Transparency in Land Acquisition, Rehabilitation and Resettlement Act, 2013â. In fact, we believe in promoting modernization without urbanization, and we seek to create employment in rural areas so that these job seekers donât have to migrate from the countryside to make a livelihood. This is also a part of our CSR initiatives.
We believe in creating an environment of trust and reliability which is evident from our long term associations with our clients. For example: SoftAge has been associated with Vodafone for document management since 2002. We have never used the data collected in this process for other business uses.
Prompt, efficient and friendly service at a reasonable price: We have the best in industry Turn Around Time. We process and upload 96% of the documents received within 4 hours of collection. Additionally, as compared to all other telecom document management organizations, we are priced at the lowest. We have never misused our first mover advantage and arbitrarily increase prices or decrease quality of service.
Skip, if you feel like.
Team Building Workshops: Biannual TBWs are conducted, which are attended by employees from across the country. Localized TBWs take place on an annual basis, where an expert trainer from the corporate office visits each circle for personalized training sessions. A proper code of conduct policy and the code of ethics is shared with all team members at the time of joining.
External Training and Motivation Sessions: Outstation training outings are conducted separately for branch managers and circle heads. An external trainer is hired for training and assessment.
Scheduled and On request training : Training calendar is maintained and it involves different types of trainings for employees in each department that helps to improve skill sets of employees and guide them about fair business practices across the industry (PFA training calendar)
Recreational outings : 5-6 recreational outings for employees every year.
Annual Meet and RnR : Annual meetings every year in different country locations. Annual RnR includes over 90 awards and prizes such as cars, bikes, tablets, laptops, smart phones etc.
Health, Safety & Welfare Policy: We have an elaborate and holistic HSW Policy in place to ensure health and safety of all our employees. Following traffic rules is also mandated by the company and surprise audits are made to ensure these are fairly followed.
iNNOVATION Award : Fosters the spirit of innovation in employees through the process of RnR. We had 24 winners for this award in 2014, with over 900 entries.
Compensation System: Benefits such as group medical claim policy, certification to employees to enhance their skill sets, free lunch and cab facility are a part of the compensation.
Decentralized Grievance Redressal Mechanism: Like our operations, Grievance Redressal is decentralized to ensure personalized attention for each local client representative. Problems related to the day to day operations are reported to the head of the district level office (spoke manager). The head of every circle serves as a single point of contact for managerial concerns. They are conveniently available to each client representative within the circle over telephone and email. In case of further escalation, the client can directly contact the assigned Department Head in the global head office. The contact details of these people have been provided to each client and are attached with the form
Customer Feedback System: Customer Feedback form is personally delivered to our key clients on a monthly basis (few copies attached for reference) by our trained Auditors. We also seek regular feedback via phone and email. We have BPOs in place in Delhi, Pune, Ahmedabad and Mohali to aid this process. Suggestions for improvement are considering our products and services as well as in creating new products.
RnR aligned to Quality and Customer Satisfaction: The annual award for Best Circle, which is given on the basis of quality of service, ethical practices, TAT maintance and data accuracy.
Audit : The companyâs central audit department conducts surprise checks to ensure high quality service and eliminate malpractice.
Customer Communication: (Including information provided to customers about products/ services, product literature, warranties, call back services, ISO/Quality Certification etc.)
We believe in a multi-channel approach for customer communication. A plethora of relevant information is sent to the customer on a regular basis via email, telephone and personal meetings.
Daily Management Information Systems Report: Various MIS reports are sent to clients on a daily basis to ensure transparency of process and for regular update.
ISMS Policy
Annual Meet/Conclave: Clients are also invited to be a part of our Annual Meet and Business Conclave, where they are made aware of our latest products, processes, innovations and felicitations.
Amendment and Updation: Any changes in the product or process flow are incorporated only after discussions over meeting/email with clients. Any improvements or suggestions by the clients are given considerate attention.
Regular Communication for Daily Operations: Telephonic/Email communication on a regular basis with the clients to ensure smooth operations and transparency.
Product Literature: Information about products and services is communicated via email to various levels of hierarchy in the clientâs organizational structure.