IBM Global Process Services is a $2 billion BPO entity with over 60,000 employees, providing innovative business process solutions to over 250 clients worldwide. The company aims to create operational agility and deliver measurable outcomes across various industries through customer relationship management, finance, human resources, and supply chain management. Utilizing advanced analytics and a balanced-shore approach, IBM optimizes processes to help clients achieve significant cost savings and enhance operational efficiency.

1. IBM Global Process Services Executive Overview Sanjoy Das

2. Who are we? We are a $2 Billion BPO entity with over 60,000 employees supporting in excess of 250 clients from more than 50 delivery centres around the world Help you innovate business processes to differentiate your enterprise Create value that contributes to bottom-line savings Apply flexible and robust methodology and toolset that allow us to contractually commit to measurable outcomes for our clients Help you take advantage of the opportunities of a global economy Cross-Industry Processes Industry-Specific Processes Customer Relationship Mgmt Finance & Administration Human Resources and Learning Supply Chain Mgmt / Procurement Banking/Lender Services Insurance Processing Road User Charging Predictive Analytics

3. We deliver certainty of outcomes and speed to benefit, extending beyond operational cost savings.

4. Based on conversations with clients and C-suite leaders, as well as our experience across many industries, we have identified three imperatives for thriving in today’s market: Optimize your company’s position within its ecosystem to differentiate and create sustainable performance improvement among all your stakeholders. Develop forward-looking insight in order to anticipate and respond to future events. Create operational dexterity to institute business controls and streamline your enterprise, making it sufficiently agile and speedy to take advantage of rapidly emerging opportunities.

5. IBM Global Process Services helps your company achieve these imperatives. Our portfolio is structured to innovate the processes with which you manage the relationships in your ecosystem. In any organization Customer Relationship Management is about managing your company’s relationships with its customers. Human Resources is about managing your company’s relationships with its employees. Finance and Administration is about managing your company’s relationships with its B2B customers. Supply Chain Management is about managing your company’s relationships with its vendors. Across a range of industries Banking Consumer products Financial services Healthcare Insurance Life Sciences Media and entertainment Public sector Retail Telecommunications Travel and Transportation Utilities

6. Apply a holistic strategy and efficient operational model to create a rewarding and seamless experience across every stage of the customer relationship and foster lasting brand loyalty. 1 From our global network of delivery centers, we provide best-in-class industry service models with agents, technology and analytics in multiple cultures, languages and locations. 2 We automate and standardize processes , and accelerate the integration of information enterprise- wide, reducing costs and delivering a better customer experience. 3 We design and execute multi-channel customer support strategies to give our clients’ customers access where, when and how they want. 4 We use advanced analytics to optimize operations and cut costs; examine your business, industry and markets to identify growth opportunities; and anticipate and respond to customer needs. Customer Relationship Management

7. 1 For an Australian bank facing losses in loan customers due to document processing delays and delinquency in unsecured and secured loan products, IBM Global Process Services instituted an automated and standardized process redesign, providing top-line growth of approximately $270M over a 12-month period. They were ranked #1 in their market within 18 months of transition to the outsourced model. 2 IBM and a leading software product company combined innovative capabilities in agent troubleshooting skills and process reengineering to reduce voice channel from 76% of all contacts to 24%, generating an estimated savings of $6M over three years. Client references Customer Relationship Management

8. 3 For a global airline, IBM Global Process Services instituted a multi-channel support model and enabled real-time monitoring of customer interactions. The result: 15% improvement in customer satisfaction and $15M in additional revenues in just one year. 4 Voice of the Customer Analytics, which was developed in conjunction with IBM Research and has the ability to analyze unstructured data, drove tailored outbound save campaigns for a major U.S. automobile manufacturer and resulted in 30% of cases converting to new purchases and more than $100,000 of incremental profit generated per outbound agent. Client references Customer Relationship Management

9. Drive process and data standards enterprise-wide for better business insight, stronger compliance control and improved financial performance. 1 We reduce complexity of financial operations to make the enterprise scalable, agile and efficient. 2 We standardize processes and integrate information end to end to strengthen compliance, and controls and optimize business outcomes. 3 We continuously innovate process execution and use advanced analytical insights to provide sustainable added value. 4 We invest in strong, collaborative business relationships that create successful partnerships. Finance and Administration

10. Client references Finance and Administration A specialized, global IBM team integrated Unilever’s finance organization, consolidating units from 24 countries and 18 ERP systems by implementing standardized processes and innovative tools. We contributed to the overall €700 million annual savings of the One Unilever programme and continue to adapt our delivery model to improve Unilever’s competitive positioning in a changing business environment. A global financial services organization engaged us to lower its operational costs and improve its processes. We implemented standardized, automated processes that gave the organization a single view of its customer base and allowed it to simultaneously identify past-due payments and improve the overall customer experience. Our order-to-cash analytics capabilities improved collection effectiveness by 15% , and other IBM technology provided significant improvements in loss mitigation, forecast accuracy and effective capacity planning that resulted in over $1 million in operational savings.

11. 1 We deliver a quality employee, manager and HR professional experience, whether through the web, voice, chat, or analytics. 2 We help you to transition from a fixed-cost model to one that is variable based on changing demand. 3 We support you in meeting the rapidly changing global legal and compliance environment. 4 We innovate and ensure that you automatically benefit from technological and procedural advances. Integrate experienced HR, recruiting and learning specialists with proven processes and technology into your organization to create the highest-quality employee and manager experience that is low in risk and high in compliance. Human Resources

12. 1 For a global pharmaceutical company, our integrated portal enabled over 15,000 manager self-service transactions in the first eight months, half of these in countries where manager self-service had never been available. We support a truly multi-client environment that allows us the flexibility to manage our clients’ demands and offer variable pricing in areas such as employee contacts, payroll and learning. For a company in the automotive industry, we created a “pay as you need” model that reduced its cost of requisition and hiring management by more than 30%. Client references Human Resources

13. Increase the value of your supplier spend by leveraging IBM’s collective buying power. 1 We provide greater visibility to savings opportunities and collaboration with suppliers. 2 We enable greater control over spending, resulting in more savings to the bottom line. 3 We utilize the additional leverage of our scale and expertise to increase your buying power . Supply Chain Management

14. Client references Supply Chain Management A major global beauty products manufacturer, facing the challenges of achieving savings in a declining market, turns to IBM for help in rationalizing supply base and improving operational efficiencies. IBM implemented a competitive RFP process for the client. In one sourcing case for direct material corrugate in US and EU facilities, the process generated over 10% savings ($1.45M) annually for the category. 2 For a global bank in need of centralized procurement processes, standards and an integrated tracking system to gain spend visibility, manage compliance, reduce costs and leverage spend, IBM Global Process Services standardized procurement processes, and transformed business controls and performance measurements. With better control, visibility and compliance monitoring while leveraging IBM’s supplier relationship, the client realized 10% savings in the first five months.

15. IBM Global Process Services takes a balanced-shore approach to outsourcing. Whether your ecosystem is global, regional or local, we align our process delivery to your unique needs while leveraging our global capability for innovation. F&A HR SCM CRM Industry-specific TORONTO TULSA DURHAM BEAVERTON BOULDER TUCSON SAN JOSE DALEVILLE GREENVILLE HORTOLANDIA BUENOS AIRES MONTEVIDEO GREENOCK TAUNTON ST. JOHN BRATISLAVA BRAGA DUBLIN CAIRO COVENTRY KRAKOW SWANSEA BUDAPEST BANGALORE MUMBAI SOFIA CHANDIGARH SHANGHAI DELHI PUNE KOLKATA VIZAG CHENNAI MANILA BRISBANE OKINAWA TOKYO SAPPORO JEONJU DALIAN BALLARAT

16. Our Process Innovation Teams have deep, functional expertise. We diagnose client requirements and pull together the relevant experts to develop process innovations that deliver definite results. Our Process Innovation Teams include: Six Sigma Black Belts Industrial engineers Automation experts Operations experts Application software experts Modeling experts

17. Our success allows us to commit to precise business outcomes in our contracts. For example, we have delivered: Up to 10x ROI with Source-to-Pay collaboration. Up to 25% savings in the first three to six months. 15-25% improvement in working capital. 3-5% year-over-year continuous improvement savings. 30-60% run-rate savings from operational cost baseline. 80-90% purchasing and supplier compliance. >96.5% rolling average client reference ability over last two years. 100% unqualified SAS 70 reviews, showing strength of accountability.

18. Our clients include industry leaders in almost every field. We leverage our experience, continuously improving our best practices based on the insight we gain from our entire client list. Six of the world’s largest telecommunications companies The four largest consumer packaged goods companies in the world Three of the four largest North American airlines Four of the world’s largest electronics companies Three of the world’s largest banks Three of the world’s largest insurance companies Eight of the world’s largest healthcare and life sciences companies Three of the world’s largest automotive companies