SoftAge's Fair Business Practices
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SoftAge Information Technology Ltd. is a document management company established in 1994 with over 20 years of expertise. It has over 11,000 employees across 640 offices globally. Some key details: - Handles over 500,000 documents processed daily and has archived 1.7 billion documents total. - Has seen strong growth, increasing revenue from $25 million in 2012-2013 to $33 million in 2013-2014. - Prioritizes client satisfaction and employee retention, with a 95% retention rate for permanent employees. - In addition to document services, focuses on social initiatives like rural employment and environmental sustainability.
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SoftAge's Fair Business Practices
- 1. 1 SoftAge Information Technology Ltd. : Confidential 1SoftAge Information Technology Ltd. : Confidential17 February 2015 The SoftAge Advantage
- 2. 2 SoftAge Information Technology Ltd. : Confidential Company Profile • Currently has 640+ offices across India, UAE, Kenya, Zambia, KSA and T’Chad • 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 – 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
- 3. 3 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 Manpower increased to 5000+ in 2008 ISO 9001:2008 Certification Re-verification of 50 millions KYC’s for telecom giant in 6 months 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 10,000+ employees 2000-03 • SoftAge launched office in KSA • Achieved USD 33 millions revenue from India operations in 2013-14 Initiated key project of setting up PECs for UIDAI in 2014 Launched Office in T’Chad Ranked in Deloitte Technology Fast 500 Asia Pacific 2014 Certified for ISO 27001:2013 Zee Business & Worldwide Achievers Business Leadership Awards 2014
- 4. 4 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
- 5. 5 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 don’t 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.
- 6. 6 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
- 7. 7 SoftAge Information Technology Ltd. : Confidential What our Partners have to say about us “SoftAge is a very caring organization, as compared to other companies. In fact, their CEO, Ms Fahminda Ozair, ensures personal attention.” -Diana Muthee-Gitiba, CEO, Adept Technologies, Kenya “I’m impressed to see how SoftAge motivates and appreciates their staff for their ideas. This is the ground for success for any organization.” -H.E. Mr. Sanad Al Meqbali, CEO, Enjazat Services, UAE “SoftAge makes great effort to engage clients, partners and prospects through events and magnanimous hospitality.” -Mr Mustafa Naqwi, CEO, DNA, Saudi Arabia “I want to compliment the leadership of SoftAge….This organization shapes mainstream business of the organizations it serves with DMS.” -Mr Vivek Naidu, Vice President - Document Imaging, Kodak Alaris
- 8. 8 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 – 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
- 9. 9 SoftAge Information Technology Ltd. : Confidential Mr Madhav Malhotra : Vice President, Vodafone
- 10. 10 SoftAge Information Technology Ltd. : Confidential Thank You “SoftAge is the company I can always rely on for the services they provide.” - 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 ‘The Right to Fair Compensation and Transparency in Land Acquisition, Rehabilitation and Resettlement Act, 2013’. In fact, we believe in promoting modernization without urbanization, and we seek to create employment in rural areas so that these job seekers don’t 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.
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- 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 company’s 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 client’s organizational structure.