wipro bpo overview.ppt

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  • 1.Presenter: Chinmaya Saxena Designation: Manager, Global Sales & Solutions Support Date: 14 thMarch, 2005

2. Agenda How we do2 3 4 1 What we areWhat is BPO PotentialWhat we do 3. Clients Employees Revenues USD Mn

  • Partner to industry leaders and challengers
  • 31 clients (including 13 for transaction processing),
  • 12 among Fortune 500 ( as of September 30 th , FY
  • 2004 - 05)
  • Largest third party transaction processing company
  • in India**
  • Largest third party business process outsourcing
  • company in India)*
  • Expanding footprint
  • Delivery locations : Eight state-of-the-art centers in New Delhi, Mumbai, Chennai, Pune and Kolkata
  • Service lines : Largest breadth of services from customer relationship management to back office transaction processing & industry specialized services
  • Processes :95 + processes in production; handling 5 million calls and 500,000 back office transactions per month
  • Complexity : Providing Level 1,2,3,4 support

2002-03 2003-04 Leadership in business process outsourcing 41 95 5000 9500 18 23 * NASSCOM, ** Independent Surveys Whowe are 2001-02 11 2500 05 2004-05*** 145 15000+ 31 ***Annualized revenue run rate for FY 2004-05 4. SBU of Wipro Technologies : No. 1 provider of integrated business, technology and process solutions on a global delivery platform * *Ranked leader byIDC, MetaGroup, Forrester - 2004

  • Partner to industry leaders
  • and challengers
  • 89 global 500 clients
  • 151 clients among Forbes 2000
  • Global footprint
  • 35 countries
  • 10,000 itinerant employees
  • 9 near shore development centers
  • Diverse talent pool
  • 23 nationalities
  • 2000 domain consultants
  • Sustained growth
  • CAGR of 45% in last 5 years
  • 4th largest in the world in terms of market capitalization in IT services

1999-00 2000-01 2001-02 2002-03 2003-04 2004-05 14 22 26 28 34 38 150 160 180 272 339 370 8 10 13 14 19 37 (thousands) (Mn USD) 240 384 475 635 934 1300 Global development centers Clients Employees Revenues** ** Annualized revenue run-rate 2004-05 Who we are 5. BPO industry size The 100+bn global outsourcing market will grow at CAGR of > 9% US will continue to constitute majority of the BPO market Source: Gartner Worldwide BPO Spend 100% = $110bn ROW* Europe NorthAmerica $62 bn 2002 56.4% 22.6% 21% $25 bn $23 bn $62 bn 100% = $173bn ROW* Europe NorthAmerica $62 bn 2007 56% 23% 21% $39 bn $37 bn $97 bn CAGR 9.5% CAGR 9.6% CAGR 9.3% 6. India advantageSource: Mckinsey Interviews Indias value proposition Opportunity for leveraging capabilities from remote locationCost

  • 40%-60% cost reduction for offshored process
  • Differential in wages from the US or UK parent location at approx 70%-80%.
  • Interaction costs increase 10%-20% bcoz of India being a remote location.thus net savings of 40%-60%
  • Labour cost arbitrage, the reason for cost savings likely to exist for next 20-30 years

Productivity

  • Faster turnaround time
  • Time zone difference
  • 24X7 service
  • Learning curve effect, given increased activity across companies and increased centralization within company

Quality

  • Established methodologies and processes being rapidly adopted for better performance
  • Well defined quantifiable metrics for quality and process
  • Access to highly qualified skilled pool

7. Perspectives on the Indian BPO Industry

  • Industry non-existent a decade back
    • Only evidence of BPO in India was data entry
  • Amex set up captive Financial Resources Center in 1994
    • Leadership Contribution
    • Set up to service complete financial backoffice of JAPA Region
    • AP, AR, Tax, MIS, Closing of Books, Reconciliations etc.
    • Processing in English and all major Asian languages
    • With success, awarded work from Europe and N America
    • Processing in European languages added
    • Grew to over 500 people in just two years
  • GE Captive Center set up in 1996
    • Backoffice scope beyond Financial areas
    • Leadership introduced voice as recently as 1998
    • Tremendous success of this center made people notice India

Perspective on the Indian BPO Industry Raman RoyChairman and Managing DirectorWipro Spectramind 8.

  • 2000 third party servicing begins in India
  • Trends over the last decade
    • Earlier (Captive) Centers predominantly did
      • Accounting/Transaction Processing (eg. Amex, GE)
      • Voice processes followed with very small number of FTEs
    • Centers set up in / after 2000 (Captive or third party)
      • Clients showing appetite and interest in moving aggressively to other areas
      • Most have urgent business drivers and pain areas in voice-based processes (volume, bottom line, Quality, people) skewed the industry to FTEs dedicated to voice
      • Moving to other areas slowly since the capability is there and the track record is strong
      • Third Party Industry employs over 200,000 people larger number still employed by captives

Perspective on the Indian BPO Industry (contd.) 9. Expanding service lines Industry/specialized services Supply chain services Knowledge services Industry services

  • Insurance claims processing
  • Mortgage processing
  • Health claims adjudication
  • Credit card processing
  • Bank reconciliation
  • Inventory management
  • Direct procurement
  • Logistics & dispatch
  • Data analysis
  • Data mining
  • Data management

Business optimization services (BOSs TM ) Procurement services HR services Finance & accounting services

  • Procure to pay
  • Plan to result
  • Order to cash
  • Compliance services
  • Spend data management
  • Supplier management
  • Procurement processing
  • Employee data management
  • Recruitment Solutions
  • e-HR managed services

Customers that have a broad range of requirements but only have one major supplier should chooseWipro . It is active in all major functional segments with a broad range of vertical industry capabilities Forrester, April, 2004 Ability to provide multiple solutions for a single client Service offerings Customer relationship management Voice (inbound/outbound) eMail / Web / Chat

  • Telemarketing Selling new/upgrade products/services
  • Internal employee help-desk
  • Technical Support L1/L2 desktops, network, software
  • Customer service billing, new / existing plans, value added services, service order processing, Workforce dispatch, health claims, etc
  • Collections early reminders to late stage collections
  • Technical support desktops, portables, network, software
  • Customer service
  • eSales

10. Customer relationship management Customer relationship management Voice (inbound/outbound) eMail/web/chat

  • Telemarketing selling new/upgrade products/services
  • Internal employee help-desk
  • Technical support L1/L2 desktops, network, software
  • Customer service billing, new / existing plans, value added services, service order processing, Workforce dispatch, health claims, etc
  • Collections early reminders to late stage collections
  • Technical support desktops, portables, network, software
  • Customer service
  • eSales

Illustrative solutions in the telecom domain/ FTE numbers correspond to our telecom clients for voice based processes only

  • 5+ million calls per month
  • Extensive cultural, language and process skills training to associates
  • Robust telecom infrastructure for managing voice & data communication

Service offerings Customer sales cross sell up sell

  • Consistently over performed onretention/saves SLAs
  • 1550+ associates supporting these processes

Single call resolution

  • Managing voice-based processes for that require high % of one call resolution
  • 2200+ FTEs currently operate to this operating metric

Explain to the customer changes in a product