hcl
TRANSCRIPT
HCL: Corporate Overview
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Employees60,000
Financials*
Operations spanning 23 countries
Global Presence
USA, UK, Poland, Singapore and India
Delivery Facilities
HCL: A Snapshot
Offices in 170 cities,500 service centres reaching
4,000 towns
India Presence
83,000 outlets in over 9,000 towns
Distribution Network
*Trailing Twelve Months (TTM) as on 31st March, 2009
HCL Technologies
Global Market Focus
HCL Infosystems
Indian Market Focus
Hardware, System Integration, Networking Solutions, Managed ISP Services,
Homeland Security & ICT Distribution
Business Lines
Industry sectors
Product Engineering & R&D, Enterprise & Custom Applications, Enterprise
Transformation Services Infrastructure Management, & BPO Services
Manufacturing & Lifesciences, Aerospace & Defense, Energy and
Utilities, Government, Financial Services, Telecom, Media & Entertainment and
Retail & Consumer
Total Revenues - $ 5 Bn
EBITDA - $ 550 Mn
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HCL Technologies: Key Service Offerings
Banking
Financial Services
Insurance
Capital Market Services (CMS)
Retail
Media, Publishing & Entertainment
Pharmaceuticals
Telecom Service Providers
Aerospace
Energy & Utilities
Verticals
Business Process Outsourcing (BPO)
Infrastructure
IT
Systems Engineering
MechanicalEngineering
SoftwareEngineering
Software as a Service (SaaS)
Infrastructure Management
Application Maintenance and Operations
MainframeContent Management
WebTechnologies
Application Testing
Application Development
SOA & MiddlewareEnterprise Resource Planning (ERP)
Application Portfolio Optimisation (APO)
Service Offerings
To
tal
IT O
uts
ou
rcin
g
Finance and Accounting
Services
Technical Support Services
Knowledge and Legal Services
Supply Chain
Management
Customer Relationship Management
Data Management
Services
HCL BPO Services Overview
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HCL BPO: Leadership Credentials
HCL BPO LeadershipCredentials
The first BPO company in the world to be successfully appraised at Maturity Level 3 of People CMM
Won the largest engagement in Indian BPO history
Pioneered blended-shore operations for Indian BPO service providers
HCL BPO among the Top 5 service providers in the UK market for Life & Pensions
The first Indian BPO to enter the Telecommunications Expense Management (TEM) market
Largest BPO service provider in Northern Ireland
The largest provider of Telecom BPO services in Asia
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HCL BPO: Snap Shot
*Trailing Twelve Months (TTM) as on 31st March, 2009
Business Focus – Retail & CPG / Utilities / Telecom / BFS / Insurance / Hi-Tech & Manufacturing / Media, Publishing &
Entertainment
Wing to Wing SolutionsOrder to Cash, Procure to Pay, CRM & Technical Support Services
Quality and Compliance Driven DeliveryCOPC, CCA, ISO 9001, ISO 27001, ISO 20000, ISO 14001
SAS 70 Certified, OHSAS 18001Operational Excellence through Six Sigma and BPR
Technology UpgradeEnsureIT
an IT Service Management (ITSM) ProgrammeTargets to deliver 99.9% of service uptime
Multi-lingual Support8 European languages
Key Relationships – BT, Macy’s, Safeway, Deutsche Bank, Office Depot
Business Revenue* • USD 232.15 Million
Customers • 104 (24 Fortune 500 / 26
Fortune Global 500)
Processes: 200+
Global Delivery Centres• 11 centres in India• 6 centres in UK• 4 centres in US
Service Offerings• Business Generation• Operations Management• Management Decisioning• Platform-based Services
Professionals: 11,400+
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HCL BPO: Technology Network
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HCL BPO: Technology Network
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HCL BPO: Industry Accolades
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Ranked 3rd in the Employee Satisfaction Survey
DQ-IDC, 2008
Customer Focus
People Focus
First BPO company in the world to be appraised at Maturity Level 3 of People CMM
QAI, 2007
Ranked No.1 Employer in India and Best Employer in Asia
Hewitt Associates, 2009
Ranjit Narasimhan, President and CEO,
HCL Technologies Ltd - BPO Services receiving the UKTI ‘Investor of the Year’ Award, 2006 from His Royal Highness, Prince Andrew, Duke of York.
Corporate Ethics
Won the 1st ‘Investor of the Year’ award for employment generation in UK
UK Trade & Investment Board, 2006
Ranked in the “Leaders” Category of the Global Outsourcing 100
IAOP (International Association of Outsourcing Professionals), 2009
Corporate Excellence
Ranked amongst the Top 3 Contact Centres in Asia Pacific
Frost & Sullivan, 2006
Ranked 4th globally among Business Process Outsourcing Vendors
The Black Book of Outsourcing, 2008
Capability Excellence
Ranked 11th among Global Service Providers
International Association of Outsourcing Professionals (IAOP), 2008
HCL BPO wins 2008 CIO ‘Bold 100’ award
CIO-IDG India 2008
Special award for consistent excellence for outsourcing practice across all disciplines
National Outsourcing Association, 2007
HCL BPO wins Technology Award
Indiatimes BPO Industry Awards 2008
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HCL BPO: UK Operations
Armagh Acquisition of ACD’s 450 seats centre Acquisition of Clients in the Media/ Retail sectors Current capacity of 614 Seats
Belfast Established in January 1998 by BT 90:10 JV formed with BT in December 2001 HCL acquired 100% stake in 2004 Current capacity of 801 seats
HCL Insurance BPO Services Ltd. Acquisition in August 2008 Centres in Croydon, Welwyn Garden City, Preston and Romford Services offered in the Financial Services Sector Current capacity of 1212 Seats
Won the Irish contact centre “Best
New Service” award
Northern Ireland’s largest BPO Firm,
Top 10 private sector NI employer &
‘Top 10’ UK outsourcer
UK headcount around 2200+
Multi-lingual capabilities to support 8
European languages
Leading player in Life Insurance &
Pension market
HCL NI wins 2008 European Call
Centre of the Year ‘Best People
Practice’ Award
Industry AccreditationsCustomers
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HCL BPO: US Operations
Control Point Solutions Acquisition in September 2008 World’s Largest Provider of end-to-end Telecom
Expense Management (“TEM”) Services Leading manager of voice, data and wireless expense
services Centres in New Jersey, Georgia, Missouri and Virginia Current capacity of 333 seats SAS 70 Type II certified
Control Point Solutions provides BPO and Application Service Provider (ASP) Services
ASP Clients use the proprietary tools and infrastructure provided by Control Point to perform their own invoice review, audit, coding, dispute generation, reconciliation, and approval
Confidential
Government ClientsCarrier ClientsCustomers
Control Point BPO services Invoice receipt and loading
Media conversions for billing optimization
Missing bill tracking and ordering
Image scanning for paper billing
Invoice validation, reconciliation of Move-Add-Change-Disconnect of services to billing
Contract and tariff rate auditing
General ledger coding of charges
Invoice approval, invoice batching to Client's accounts payable
Dispute tracking and reconciliation
Identification of cost savings opportunities
Business intelligence reporting via a web portal
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HCL BPO: Global Delivery Footprints
Chennai
C1 Chennai, India - 574
C2 Chennai, India - 889
C3 Chennai, India - 806
C4 Chennai, India - 695
C5 Chennai, India - 968
Noida
U1 Missouri, US - 34
U2 Virginia, US - 83
U3 Georgia, US - 77
U4 New Jersey, US - 139
United States
A1 Belfast, UK - 801
A2 Armagh, UK - 614
A3 Preston, UK - 150
A4 Romford, UK - 707
A5 Welwyn Garden City, UK - 155
A6 Croydon, UK - 200
United Kingdom
N1 Noida, India - 714
N2 Noida, India - 746
N3 Noida, India - 836
N4 Noida, India - 1499
N5 Noida, India - 1436
Sunnyvale POP
New Jersey POP
Total Capacity – 13,558
11 centresin India
6 centresin UK
4 centresin US
B1 Bangalore, India - 1435
BangaloreIndia
United KingdomUnited States
*Numbers mentioned are seat capacity in each centre
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HCL BPO: Verticals & Horizontals
Horizontal Specialisation
Customer Relationship Management
Supply Chain Management
Knowledge & Legal Services
Technical Support Services
Finance and Accounting Services
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Ver
tica
l S
pec
iali
sati
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UtilitiesUtilities
• Billing Management
• Regulation Compliant Management
• Collections
• Debt Management
• Provisioning Order Management
• Channel Management
• Insolvency Support
• Post Processing Support
Media, Publishing
& Entertainment
Media, Publishing
& Entertainment
Insurance(Life & Non Life)
Insurance(Life & Non Life)
Hi-tech & Manufacturing
Hi-tech & Manufacturing
Banking & Financial Services
Banking & Financial Services
Retail & CPGRetail & CPGTelecomTelecom
Data Management Services
• Service Fulfillment
• Service Assurance
• Billing support services
• Convergence Support
• Channel Management
• Promotional Planning
• Virtual Warehousing
• E-Commerce Support
• Direct Store Delivery
• Track & Trace Support
• Nutritional Coding
• Sales Support & Administration
• Loyalty Card Management
• Store Operations Support
• Warranty & Return Material Authorisation
• Procurement Services (PR to PO)
• Open Order Report
• E-auction
• Freight Audit
• Global spares order management
• Agent Licensing
• Actuarial & Finance
• Underwriting
• Policy Servicing & Administration
• Claims Management
• Pension & Annuities
• Account Administration
• Commissions
• Mortgage Processing
• Credit Card Customer Support
• Lender Support Services
• Retail Banking Services
• Asset Management
• Fund Accounting
• Fund Administration
• Transfer Agency
• Prepress and Editorial
• Content Management
• Ad Design & Creation
• Website Hosting & Maintenance
• PPT and Flash Presentation
• E-forms creation and testing
• Digital Archiving
• Image Management
• E-Learning
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HCL BPO: Service Offerings
Business Generation Management Decisioning
Contact Scoring Market Entry
Support Data Cleansing Directory Services Customer
Segmentation
Post Sales Service Customer
Retention After Sales
Support Issue Resolution`
Customer Acquisition Mortgage Lead
Generation Up Sell/Cross Sell Ad Design & creation Website / Catalogue
Business Analytics
Data Analytics
Data Mining and Data Modeling
Market Research Business Research Procurement Research Legal Research IP Research
Mis Reporting
Operations Management Platform based Services
Technical Support Services Hardware / Software/L1/L2 KB /Tool Development Self Help/Remote Services
Media & Publishing Content Management Prepress E-Learning Ad Design & Management Editorial Services Image Management
Finance & Accounting AP/AR Fixed Asset General Ledger Cost Accounting
Collection Services Skip Tracing 1st/3rd Party NSF Processing
Order Management Contract Set Up Order Processing Sales Ledger Maintenance BACS/ Receipts Credit Control Collections
Transaction Processing Legal Processing Claims Processing White/ e-mail Processing Record/Data Maintenance
Procurement Services Vendor Selection Indent Processing P.O Processing Delivery Expediting Payment Clearance
Supply Chain Management E-sourcing E-procurement Spend Analysis Contract Management Order Management Master Data Management
Telecom Order Management Order Fulfillment Service Fulfillment Service Quality Monitoring Service Performance
Management Customer Service Billing - Mediation, Rating &
Invoice Knowledge Management
Insurance New Business Underwriting Policy Administration Claims Administration Actuarial Reinstatement
Retail Promotional Planning NSF Check Processing
Finance & Accounting CTTS – Workflow Tool
Telecom Expense Management Bill Tamer Bill Hunter Kofax
MPE Form Processing
Data Management Services Data Cleansing Document Indexing
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HCL BPO: Quality & Compliance
ISO 27001Information Security Management System
ISO 9001: 2000
Purdue Benchmark Certification
Information Security Management System (BS7799)
First Indian & Third Company in the World to be COPC Certified for Collections Process
IBMS(Integrated Business Management System) World’s First BPO
PCMM Level 3World’s First BPO
200420032002 2005 2007
OHSAS 18001Health and Safety Management System
ISO 14001Environment Management System
2008
ISO 20000IT Service Management System
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HCL Advantage
Robust Infrastructure
Leveraged Delivery Through Partnerships
Quality Certifications Innovative Business Models
Scalable Solutions
Tools & Technologies
Methodologies & Frameworks
INFRAIT
Integrated Service Offerings
BPORisk Mitigated Delivery Centres
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