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Corporate Presentation FY14

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(1)

Data | Domain | Delivery

Presented to:

Corporate Presentation – FY14

July 2014

(2)

Agenda

Company Overview

Service Offerings

eClerx Differentiators

(3)

We are industry-focused specialists that manage and improve complex data driven processes

Accolades

 International Outsourcing Contract of the Year – NOAA 2013

 “Use of Technology for Operational Excellence” – BPO Excellence Awards  Asia’s and India’s Most Admired

Knowledge Enterprise 2012

 Top 15 “India’s Top IT enabled service & BPO Companies" – Dun & Bradstreet  Forbes Asia ‘Best Under a Billion’ 2011

Processes and People

 Incorporated in 2000  Publicly traded since 2007  65 global clients; 30 in F/FT500  50+ industry leading platforms  >7,000 Analysts, Project Managers,

Specialists out of India and globally  Acquired Cable and Telco focused Agilyst

in 2012

Service Expertise

 Digital Marketing Services: Providing

expertise and services in Data Mgmt., Analytics & BI, and Commerce & Content Services

 Financial Services: Operations, Finance

& Control and Data Mgmt. support across client types

 Cable and Telco Services: Providing

revenue assurance and quality control solutions to MSOs in US and UK

Industry Footprint

 Retail and eTail  Hi-tech & Software  Financial Services  Media and Entertainment  Cable and Telecom  Industrial Manufacturing  Travel and Leisure

The Problems We Solve

 Too Much Data  Not Enough Time  Not Enough Budget  Not Enough People

Domain

Partnerships

 Sales and Marketing Services: Adobe

Analytics, Salesforce.com, Oracle Eloqua, Oracle ATG, Webtrends

 Financial Services: ISDA, DTCC,

TriOptima

Delivery Data

(4)

A Brief History

Continuously expanding our presence

 Sales office in Austin, U.S.A  Offshore Delivery Centre (ODC) in Sewri (Mumbai)  eClerx Incorporated  Sales office in London  Third ODC at Ghatkopar (Mumbai)  Acquired Igentica Group  IPO 2000 2007 2009 2001-04 2006 2008 2010  Sales presence in Singapore

 Fifth ODC at Airoli, Navi Mumbai  Appraised at Level 3 of PCMM  Obtained ISO 27001 Certification  Started second ODC at Ghatkopar (Mumbai)  Software development teams appraised at CMMI 3  Opened a delivery centre in Pune at Hinjewadi – a SEZ Unit

 Named as ‘Rising Star’ by IAOP

 Fourth ODC at Pune

 Became first KPO listed on the BSE and the NSE

 Crossed turnover of INR 1,000 mn

 Total number of employees crossed the 1,000 mark

 Opened New York office

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

 Sales presence in Chicago, Dalian

 Awarded for Innovative HR practices by Asia Pacific HRD congress  Best Mid-cap by Finance Asia 2011 2012  Corporate office in Mumbai  Expanded in Pune and Ghatkopar

 Acquired Agilyst Inc

 Most Admired Knowledge Enterprise 2011 – MAKE winner 2013  Second office in Chandigarh 2014  New office in Philadelphia  Awarded OTC Infrastructure Service of the year at Risk Awards 2014

(5)

Skill and Scale – A Great Combination

Transaction Intensive Judgment 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  Complex operational delivery  Specialized HR and training processes  Unique transition and

account management BPO KPO Judgment-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

(6)

Agenda

Company Overview

Service Offerings

eClerx Differentiators

(7)

 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

Financial

Services

 This division’s clients include leading Fortune 500 and Internet Retail 500 manufacturing, retail, travel and media companies

 Specializes in supporting digital activities through content development, 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

Digital

Marketing

Services

 Specialist outsourced back office operations and analytics, serving the Broadband, Cable & Telco industry

 Strong foothold in US cable industry to leading US providers of broadband, entertainment, and communications products and services

 Services include critical error identification, customer experience analysis & end user support for a diversified clientele of large Fortune 100 clients

Cable and

Telco

Services

Our Service Lines

(8)

eClerx Financial Services Offering

Operational Support across Asset Classes

Trade Support Trade Entry, Reconciliations, Exceptions Mgmt.

Confirmations Affirmations & Confirmations (Paper & Elec.)

Settlements Settlements, Clearing, Fail Management

Margin Collateral Operations & Portfolio Reconciliation

Asset Servicing Announcements, Corporate Actions, Claims

Tax Operations Tax Form Coding, Cost Basis, Tax Reclaims

Securities

Documentation Trading Relationship Document Administration

Finance Financial Accounting, BC&E, Product Control

Reference Data

and KYC Client On-boarding, KYC, SSI, Static Data Risk

Management Operations Risk & Control, Regulatory Support

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 Customer

 Product

 Supplier

 Partner

 Data Integration

 Master Data Management

 Data Stewardship, Quality &

Governance

 Reporting & Data

Visualization

 Digital Analytics &

Optimization

 Business Intelligence &

Analytics

 Predictive Analytics

 VOC & Social Media

Analytics

 Competitive Intelligence

Analytics, Insights &

Reporting

Data Management

 Content Management

 Digital Asset Management

 Search Services & Demand

Generation

 Store & Catalog Operations

 Content Migration

 Customer Experience &

Quality Assurance



Marketing Automation

Commerce & Content

eClerx Digital Marketing Services

(10)

eClerx is a

leading provider

of technical

support services

to Global Cable

and Telco

providers call

centre 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 Mgmt.

 Tiered Technical Support

 Chat End User Services

 Voice Provisioning

 Home Security Provisioning

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 Mgmt.

KPIs: Avoidable Service Spend and Tech Support CE

KPIs: Operating Cash Flow and Contact Avoidance

(11)

Company Overview

Service Offerings

eClerx Differentiators

Financial Highlights

(12)

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 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 rules-based activities

Platforms and Automation

 Dedicated in-house technology team builds proprietary workflow tools and platforms

 High degree of business logic embedded in platforms, further reducing the need for costly specialist talent

Knowledge Management

 In-house training school with 2,700 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 Differentiators

Typical KPO Challenges

(13)

 Focus on developing tacit institutional knowledge

– Tacit product + industry knowledge and specific process training development

– 2,700+ training courses and tests covering products, process, systems, soft skills; instruction checklists – Manager training focused on ‘connecting the dots’

 PCMM Level 3 processes reduce ‘people-dependence’; improves quality and speed of transitions – Reduces time to effectiveness of new employees hence mitigates attrition impact

– Allows cross-training and reduces reliance on individual superstars; effectively broadens hiring pool – At transition, focus on documenting specific process steps, internal training provides critical background

People and

Knowledge

Management

 CMMI Level 3 certified technology development team 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 tools

 Team provides business analysis support to client technology teams

– Help clients systematically improve applications using our metrics as diagnostics

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

Process

Design and

Automation

 Six Sigma-based quality initiatives

– BPI – employee generated process improvements, BPI forum / QPI – quality audit (conducted by central team)

 Governance structure

– Onshore engagement for relationship governance; MBR / QBR identify process improvement opportunities  Risk assessment framework

– Daily issue logging and management broadcast of program health; FMEA risk assessments

Quality,

Governance

and Risk

Management

 ISO 27001 certified for information security

– IS governance and polices continually benchmarked to industry best practices

 Operating window spans EMEA, US and Asia-Pacific due to the nature of our clients’ business  BCP managed by simultaneous delivery across four facilities and two cities

Highly

Resilient,

Secure and

Flexible

Delivery

(14)

Company Overview

Service Offerings

eClerx Differentiators

Financial Highlights

(15)

1,9322,465 3,661 4,952 6,424 8,520 2009 2010 2011 2012 2013 2014

Revenue

774 898 1,586 2,1202,365 3,646 2009 2010 2011 2012 2013 2014

EBITDA

618 735 1,224 1,5981,716 2,557 2009 2010 2011 2012 2013 2014

PAT

 Consistent growth in revenues and profits  Industry leading operating and net margins

 Clean, highly liquid and debt free balance sheet – total cash and cash equivalents of INR 3,546mn

INR mm

Financial Highlights

(16)

Currency Mix

Geographic Mix

USD 82% EURO 13% GBP 4% Other 1%

FY13

USD 81% EURO 14% GBP 5%

FY14

North America 74% Europe 20% ROW 5%

FY13

North America 74% Europe 22% ROW 4%

FY14

79% 74% 2013 2014

Top 5 Client Contribution

Revenue Demographics

(17)

 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

 High revenue visibility – annuity model with long term contracts

 13 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

 Liquid and debt free balance sheet

(18)

Accolades

Listed in the Top 100 Best

Outsourcing Providers list – Global Services 100

Won the EOA (European Outsourcing Association) Outsourcing Works –

Award for Delivering Business Value in a Pan-European

Outsourcing Project

Recognized in the 2014 IAOP Global Outsourcing 100 ranking and included

in their 'Best 10 Companies –

Marketing Services' and the 'Best 20 Companies – Financial Management Services' sub-lists

Won the NOA International Contract

of the Year award – Global

Reference Data Operations Winner of the OTC Infrastructure

Initiative Award – CSA Scrub Solution

by Risk Magazine

Selected as an honoree for

CIO magazine’s 27th annual

CIO 100 Awards

Featured in Outlook Business’ ‘Fastest Growing Companies’ list

Won the Knowledge Management

Leadership award – World Education

References

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