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eClerx Data. Domain. Delivery. Corporate Presentation – FY17

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Page 1: Data. Domain. Delivery. eClerx · Data The Problems We Solve Too Much Data Not Enough Time Not Enough Budget Not Enough People New Regulations Domain Partnerships Digital: Adobe Analytics,

eClerx

Data. Domain. Delivery.

Corporate Presentation – FY17

Page 2: Data. Domain. Delivery. eClerx · Data The Problems We Solve Too Much Data Not Enough Time Not Enough Budget Not Enough People New Regulations Domain Partnerships Digital: Adobe Analytics,

Company Overview

Service Offerings

eClerx Differentiators

Financial Highlights

Agenda

Page 3: Data. Domain. Delivery. eClerx · Data The Problems We Solve Too Much Data Not Enough Time Not Enough Budget Not Enough People New Regulations Domain Partnerships Digital: Adobe Analytics,

Services partner of choice for innovative operations embedding deep domain, new technologies, and sophisticated analytics

Processes and People

� Incorporated in 2000

� Publicly traded since 2007

� 200 clients; 30+ in Fortune / FT500

� Expertise in 100+ industry-leading

platforms

� >8,900 analysts, project managers,

specialists out of India and globally

Service Expertise

� Digital : Providing expertise and services

in Data Management, Analytics and BI,

Content and Commerce, and Creative

services

� Financial Markets: Operations, Finance

and Control, and Data Management

support across client types

� Customer Operations: Providing revenue

assurance and quality control solutions to

MSOs in the U.S. and U.K.

Accolades

� eClerx won the coveted Golden Peacock

Award for Business Excellence India’s 27th

World Congress on Business Excellence

and Innovation in Dubai

� eClerx SIEM product recognized at Cypher

2016 – India’s largest conference on

analytics

� eClerx won both Gold and Silver awards at

the ASQ-SATEA, 2016

� eClerx wins in multiple categories at the

World Quality Congress Awards 2016

Industry Footprint

• Retail and eTail

• Hi-tech and Software

• Financial Services

• Media and Entertainment

• Cable and Telecom

• Luxury

• Travel and Leisure

Data

The Problems We Solve

� Too Much Data

� Not Enough Time

� Not Enough Budget

� Not Enough People

� New Regulations

Domain

Partnerships

� Digital: Adobe Analytics, Salesforce.com,

Oracle Eloqua, Oracle ATG, Webtrends

� Financial Markets: ISDA, DTCC,

TriOptima

Delivery

eClerx at a Glance

Page 4: Data. Domain. Delivery. eClerx · Data The Problems We Solve Too Much Data Not Enough Time Not Enough Budget Not Enough People New Regulations Domain Partnerships Digital: Adobe Analytics,

Continuously Expanding Our Presence

� Software development teams appraised at CMMI 3

� Opened a delivery centre at Hinjewadi, Pune – an SEZ unit

� Set-up sales office in New York (U.S.A.)

� Listed among ‘100 fastest growing companies in India’ by Economic Times

� Named as ‘Rising Star’ by IAOP

� Sales office in Austin (U.S.A.)

� Offshore Delivery Centre (ODC) in Sewri (Mumbai)

� Set-up knowledge management practice

� Client Count: 3

� eClerx incorporated

� Sales office in London

� Third ODC at Ghatkopar (Mumbai)

� Acquired Igentica Group

� Initial Public Offer� Client Count: 22

� Obtained ISO 27001 certification

� Started second ODC at Ghatkopar (Mumbai)

� Awarded for Innovative HR Practices by Asia Pacific

� HRD Congress Recognized as Best Mid-cap by Finance Asia

� Client Count: 50

� Won the EOA (European Outsourcing Association) Award for Outsourcing Works for Delivering Business Value in a Pan-European Outsourcing Project

� Second office in Chandigarh

� Client Count: 75

2000

2007 20092001-04

2006 2008 2010

2011

2012

2013

2014

2015

� Expanded in Airoli and Chandigarh

� Won ‘Use of Technology for Operations Excellence’ at the BPO Excellence Awards

� Acquired CLX Europe S. P. A.

� Launched intrapreneurship program

� Client Count: 150+

� Sales presence in Singapore

� Fifth ODC at Airoli (Navi Mumbai)

� Appraised at Level 3 of PCMM

� Featured in the ‘Business Today 500’ list of India's largest public companies

� Technology Services program turned into profit center

� Fourth ODC at Pune

� Became the first KPO listed on the BSE and NSE

� Crossed turnover of INR 1,000 million

� Total number of employees crossed the 1,000 mark

� Opened the New York Office

� Listed among 'Top 200 under a Billion‘ companies by Forbes magazine

� New office at Philadelphia (U.S.A.)

� Expanded in Pune and Ghatkopar

� Acquired Agilyst Inc.

� Hosted Analyst Day

� MAKE (Most Admired Knowledge Enterprise) – Asia winner

� Expanded in Airoli � Won MAKE – Asia

and India � Won the QIMPRO

award in the Process Optimization category

� Featured in Outlook Business – Fastest Growing Companies

� Leveraged insights from the organizational climate survey to revamp India HR policies

� Client Count: 64

A Brief History

2016

� Inaugurated first US onshore delivery centre in NC – Fayetteville

� New subsidiary in Canada

Page 5: Data. Domain. Delivery. eClerx · Data The Problems We Solve Too Much Data Not Enough Time Not Enough Budget Not Enough People New Regulations Domain Partnerships Digital: Adobe Analytics,

Transaction-intensive Judgement-intensive Strategic

Voice Services / Data

Capture

Accounts Payable / Receivable

Loans Application Processing

Bank Reconciliations

Customer Insight Studies

Loans Pre-underwriting and Closure

Air / Car and Hotel Reservations Processing

Catalog Integrity Checks

Rules-based

Processing

Market Intelligence

Data Analytics

Reference Data Maintenance

M&A Analysis

Equity Valuations

Actuarial Services

Demand Supply Forecast / Market Views

Benchmarking and Process Improvement Studies

Pharma Drug Launch Studies / Legal Outsourcing

eClerx Sweet Spot

� Specialized domain

knowledge

� Process reengineering

� Predictable operational

delivery with high-quality

metrics

� Specialized HR and

training processes

� Unique transition and

account management

� Automation and robotics

� Embedded analytics

BPO

KPO

Judgement-

based

Processing

Unscripted Customer

Service /

BPO Processes

Consulting /

Advisory

KPO

Statistical Modeling

Financial Reporting

Fund Administration

Web Analytics

Call Centers

Claim Data Entry / Indexing

Spreadsheet Uploads

Database Uploads

Skill and Scale – A Great Combination

Page 6: Data. Domain. Delivery. eClerx · Data The Problems We Solve Too Much Data Not Enough Time Not Enough Budget Not Enough People New Regulations Domain Partnerships Digital: Adobe Analytics,

Company Overview

Service Offerings

eClerx Differentiators

Financial Highlights

Agenda

Page 7: Data. Domain. Delivery. eClerx · Data The Problems We Solve Too Much Data Not Enough Time Not Enough Budget Not Enough People New Regulations Domain Partnerships Digital: Adobe Analytics,

Financial Markets

Digital

Customer Operations

� This division’s clients include a number of the world’s pre-eminent commercial banks, investment

banks, and money managers

� Services to support financial transactions from trade closing through to settlement, clearing, and

exposure management

� Reference data and risk management services, as well as financial control, accounting, and

reporting services

� Consulting services related to efficiency, risk reduction, and regulatory compliance

� This division’s clients include leading Fortune 500 and Internet Retail 500 manufacturing, retail,

travel, luxury, and media companies

� Specializes in supporting digital activities through content creation, content management and

delivery, online performance optimization, and customer experience management

� Operational, reporting, and analytics outsourcing solutions for sales and marketing managers

managing online operations and marketing campaigns

� Tailored process support for online operations, data management, reporting and business insights,

pricing operations, and quality compliance

� Specialist-outsourced back-office operations and analytics, serving the Broadband, Cable, and

Telecom industry

� Strong foothold in the U.S. cable industry, providing services to leading providers of broadband,

entertainment, and communications products and services

� Services include critical error identification, customer experience analysis, and end-user support for a

diversified clientele of large Fortune 100 clients

eClerx supports core and critical high-domain activities for clients

Our Service Lines

Page 8: Data. Domain. Delivery. eClerx · Data The Problems We Solve Too Much Data Not Enough Time Not Enough Budget Not Enough People New Regulations Domain Partnerships Digital: Adobe Analytics,

Operational Support across Asset Classes

Trade Support Trade Entry, Reconciliations,

Exceptions Management

ConfirmationsAffirmations and Confirmations

(Paper and Electronic)

SettlementsSettlements, Clearing, Fail

Management

MarginCollateral Operations and Portfolio

Reconciliation

Asset ServicingAnnouncements, Corporate Actions,

Claims

Tax OperationsTax Form Coding, Cost Basis, Tax

Reclaims

Securities Documentation

Trading Relationship Document

Administration

FinanceFinancial Accounting, BC&E, Product

Control

Reference Data and KYC

Client On-boarding, KYC, SSI, Static

Data

Risk ManagementOperations Risk and Control,

Regulatory Support

Utility Functions

eClerx Financial Markets

Page 9: Data. Domain. Delivery. eClerx · Data The Problems We Solve Too Much Data Not Enough Time Not Enough Budget Not Enough People New Regulations Domain Partnerships Digital: Adobe Analytics,

� Customer

� Product

� Supplier

� Partner

� Data Integration

� Master Data Management

� Data Stewardship, Quality, and

Governance

� Reporting and Data Visualization

� Digital Analytics and Optimization

� Business Intelligence and

Analytics

� Predictive Analytics

� VoC and Social Media Analytics

� Competitive Intelligence

Analytics, Insights,

and ReportingData Management

� Content Management

� Digital Asset Management

� Search Services and Demand

Generation

� Store and Catalog Operations

� Content Migration

� Customer Experience and Quality

Assurance

� Marketing Automation

� Creative Services

Commerce and Content

eClerx Digital

Page 10: Data. Domain. Delivery. eClerx · Data The Problems We Solve Too Much Data Not Enough Time Not Enough Budget Not Enough People New Regulations Domain Partnerships Digital: Adobe Analytics,

eClerx is a

leading provider

of technical

support services

to global cable

and telecom

providers, call

centres, and

technical

operations

organizations

Quality Monitoring

� In-house Monitoring and Analysis

� Third Party Vendor Monitoring and Analysis

� eCare Monitoring and Analysis

� Call Optimization Projects

Technical Services

� Avoidable Truck Roll Management

� Tiered Technical Support

� Chat End-user Services

� Technician / Dispatch support

Work Order Accuracy

� Work Order Audits and Correction

� Billing Database Support

� Revenue Assurance

� Batch Posting

� Business Services Audits

KPIs: Call Center KPIs, CE, and

Vendor Performance Management

KPIs: Avoidable Service

Spend and Tech. Support CE

KPIs: Operating Cash Flow and

Contact Avoidance

eClerx Customer Operations

Page 11: Data. Domain. Delivery. eClerx · Data The Problems We Solve Too Much Data Not Enough Time Not Enough Budget Not Enough People New Regulations Domain Partnerships Digital: Adobe Analytics,

Company Overview

Service Offerings

eClerx Differentiators

Financial Highlights

Agenda

Page 12: Data. Domain. Delivery. eClerx · Data The Problems We Solve Too Much Data Not Enough Time Not Enough Budget Not Enough People New Regulations Domain Partnerships Digital: Adobe Analytics,

Demand Side

� Revenues are project-oriented

and volatile

� Stiff competition from captives

and other third-party providers

Supply Side

� Growth highly dependent

on ability to hire very

specialized resources, which

are hard to find

� High attrition levels

� Limited-scale benefits when

replicating services

Nature and Size of Engagements

� Processes supported are core to our clients’ businesses and non-discretionary

� Long-term contracts (2-3 years) – predictable and recurring revenues

Specialized Service Offerings

� Highly specialized services based on deep domain proficiency and embedded

analytics in target industries

� High percentage of business derived through reverse inquiry from existing

clients, and only a minority portion typically via RFP

Process Engineering

� Processes substantially re-engineered to regroup tasks into a few high-domain,

complex roles and a larger proportion of more rule-based activities

Platforms and Automation

� Dedicated in-house technology team builds proprietary workflow tools,

platforms, and robots

� High degree of business logic embedded in platforms, further reducing the

need for costly specialist talent

Knowledge Management

� In-house training school with 20,000 courses spanning specializations

� High-velocity model for providing core product, process, and industry skills

� Allows us to substantially broad base the talent pool, driving down cost

eClerx DifferentiatorsTypical KPO Challenges

Key Challenges and eClerx’s Response

Page 13: Data. Domain. Delivery. eClerx · Data The Problems We Solve Too Much Data Not Enough Time Not Enough Budget Not Enough People New Regulations Domain Partnerships Digital: Adobe Analytics,

People and Knowledge

Management

Process Design and Automation

Quality, Governance,

and Risk Management

Highly Resilient, Secure and

Flexible

Delivery

� Focus on developing tacit institutional knowledge

– Tacit product + industry knowledge and specific process training development

– 20,000 training courses and tests covering products, process, systems, soft skills, and instruction checklists

� Reduce ‘people dependence’ and improve quality and speed of transitions

– Reduce time to effectiveness of new employees, mitigating the attrition impact

– Allow cross-training and reduce reliance on individual superstars, effectively broadening the hiring pool

– Focus on documenting specific process steps and internal training provide critical background during transitions

� CMMI Level 3 – certified technology development team is a critical enabler to process improvement

– Process step simplification + embedding of business logic into tools and checklists; reduces expert need

– Manifests in applications such as workflow, reconciliation, dashboards, robotics and machine learning

� Team provides business analysis support to clients’ technology teams

– Helps clients systematically improve applications using our metrics as diagnostics

– Some applications deployed by clients to dramatically streamline processes e.g. reconciliation engines

� Six Sigma based quality initiatives

– BPI – Employee-generated process improvements, BPI forum / QPI – quality audit (Conducted by the central team)

� Governance structure

– Onshore engagement for relationship governance, MBRs / QBRs identify process improvement opportunities

� Risk assessment framework

– Daily issue log and management broadcast of program health, FMEA risk assessments

� ISO 27001 certification for information security

– IS governance and polices continually benchmarked to industry best practices

� Operating window spans EMEA, the U.S., and Asia-Pacific due to the nature of our clients’ businesses

� BCP managed by simultaneous delivery across three cities within India and delivery sites in US, Italy and Thailand

Our Delivery Framework

Page 14: Data. Domain. Delivery. eClerx · Data The Problems We Solve Too Much Data Not Enough Time Not Enough Budget Not Enough People New Regulations Domain Partnerships Digital: Adobe Analytics,

Company Overview

Service Offerings

eClerx Differentiators

Financial Highlights

Agenda

Page 15: Data. Domain. Delivery. eClerx · Data The Problems We Solve Too Much Data Not Enough Time Not Enough Budget Not Enough People New Regulations Domain Partnerships Digital: Adobe Analytics,

� Consistent growth in revenues and profits

� Industry-leading operating and net margins

� Clean and highly liquid balance sheet – total cash and cash equivalents of INR 6,060 mn

Consistent growth with industry-leading margins

INR mm

Financial Highlights

4,952

6,424

8,520

9,745

13,513 13,582

2012 2013 2014 2015 2016 2017

Revenue

2,120 2,365

3,646 3,480

5,168 4,877

2012 2013 2014 2015 2016 2017

EBITDA

1,598 1,716

2,557

2,297

3,415 3,540

2012 2013 2014 2015 2016 2017

PAT

Page 16: Data. Domain. Delivery. eClerx · Data The Problems We Solve Too Much Data Not Enough Time Not Enough Budget Not Enough People New Regulations Domain Partnerships Digital: Adobe Analytics,

USD74%EUR

18%

GBP8%

FY16

USD76%EUR

16%

GBP8%

FY17

Currency Mix Geographic Mix

Steady revenue quality across all risk parameters

Revenue Demographics

North America

68%Europe28%

ROW4%

FY16

North America

67%Europe29%

ROW4%

FY17

77% 74%

2016 2017

Top 10 Client Contribution

Page 17: Data. Domain. Delivery. eClerx · Data The Problems We Solve Too Much Data Not Enough Time Not Enough Budget Not Enough People New Regulations Domain Partnerships Digital: Adobe Analytics,

� One among the largest third party KPO – focused firms in India

� Highly specialized services based on deep domain proficiency in target industries

� Deep and diversified relationships with highly referenceable blue chip client base

� Multi-country resilient global services delivery model

� High revenue visibility – Annuity model with long-term contracts

� 16 years of proven track record in delivering core and critical services

� Demonstrated ability to integrate domain knowledge, process engineering, automation, and information security practices to deliver high-value processes most cost effectively

� History of consistent growth with industry – leading margins and consistent shareholder returns

� Liquid and debt-free balance sheet

Why eClerx?

Page 18: Data. Domain. Delivery. eClerx · Data The Problems We Solve Too Much Data Not Enough Time Not Enough Budget Not Enough People New Regulations Domain Partnerships Digital: Adobe Analytics,

This presentation contains forward-looking statements, inter-alia, to enable investors to comprehend company’s prospects and take informed investment decisions. This report and other statements – written and oral – that we periodically make, contain forward-looking statements that set out anticipated results based on the management’s plans and assumptions. We have tried, wherever possible, to identify such statements by using words like ‘anticipate’, ‘estimate’, ‘expects’, ‘projects’, ‘intends’, ‘plans’, ‘believes’ and words of similar substance in connection with any discussion of future performance. We cannot guarantee that these forward-looking statements will be realized, although we believe we have been prudent in assumptions. The achievement of results is, inter-alia, subject to assumptions, risks, uncertainties, including but not limited to our ability to successfully conclude and integrate (Potential) acquisition(s) and general regulatory and economic conditions affecting the industry. Should known or unknown risks or uncertainties materialize or should underlying assumptions prove inaccurate, actual results could vary materially from those anticipated, estimated, expected, or projected. We undertake no obligation to publicly update or revise any forward-looking statements, whether as a result of new information, future events, or otherwise. Further, this presentation may also contain references to findings of various reports available in the public domain. We make no representation as to their accuracy or that we necessarily subscribe to those findings. Figures for previous periods / year have been regrouped, wherever necessary.

Thank You