Client Onboarding Process. March 2013

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Client Onboarding Process

March 2013

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Proposal/ RFP/ RFI/ RFQ Prerequisites

2 Ø  All Proposals must meet the following Prime Directives -

o  Will the proposal being bid for achieve :

§  HC - $1M in annual billing

§  A minimum of 35% in GMs

o  If either of the above criteria are not met, does bidding for this business make strategic

sense for e4e ? Prior approval by the CEO is required for all such cases

o  Does e4e meet all the pre-qualification/ eligibility criteria to bid? E.g. Scalability, Liability,

Culture Match etc.

Ø  Decision to respond to proposal must be confirmed by the President & CFO before

the process is initiated (and by CEO if it does not meet Prime Directives). An email

confirmation must be sent by the Sales & CRM’s to the SSG, Solutioning and

Transition Teams.

Ø  The Proposal-specs/ RFP/ RFI must be circulated within a day from when the

Sales/CRM receives it :

o  The Turn Around Times must be realistic, and standard is 5 business days.

o  The Bid Support Team should have the opportunity to ask clarification questions, in 72

hours

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Approach & Responsibilities

3 Sales

Stage

Activities Responsibility Deliverables Timelines for

Activities

Prospecting

•  Lead Generation

•  Opportunity Identification

•  Initial Meeting Arranged

•  Send e4e’s generic Capability doc

Lead Gen/ Sales/ CRM Requirements Document Ongoing as Required

Qualifying •  Decision Process

•  Prime Directives Met Sales/ CRM

Initiate Proposal Response (Send Email

confirming same to stakeholders)

72 Hours

Proposal Response

•  Opportunity Quantified

•  Commercial Details

•  Scoping – FTE requirement, SLA’s, location, work window etc.

•  Review/Approval by CFO/

President

SSG to work with Ops, HR, BE, Technology, Infra, and 1 contact from Transition &

Sales/ CRM

Proposal Submission Closure

5 Business Days minimum

Closure

•  Internal Stakeholder review of Proposed MSA/SOW

•  Commercial Review

•  Contract Negotiation

Sales/ CRM

Deal Won/Lost Win/Lost Note Sign MSA/SOW Initiation / Implementation

Schedule

Within 48 hours of winning a deal

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Approach & Responsibilities

4 Sales

Stage

Activities Responsibility Deliverables

Timelines

Project Initiation

•  Kick Off Call internally

•  Kick off Call with Client

•  Agree on Scope of Services

•  Expected Performance Levels

•  Identify Internal movements in terms of tenured agents, QA and supervisory roles

•  Update Workforce Management Dashboard

Transitions

•  Project Plan

•  Transition Dashboard

48 Hours

Project Planning

•  Finalize Project/Ramp Plan

•  Recruitment Requirements. Confirm people on the project (skill/numbers/

other requirements

•  Knowledge Transfer Mechanism

•  Quality & SLA Definition – Reporting, QA certification, Ramp targets, volume mix, norms, audit percentages

•  Technology & Facilities Planning

•  Risk Identification & Mitigation matrix

•  Set up Escalation Matrix

•  Set up Governance Matrix (Internal and with Client

Transitions along with Project Team and Ops, QA, BE, Admin, HR, Finance &Tech

teams

Finalized Project

Dashboard 72 Hours

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Approach & Responsibilities

5 Sales

Stage

Activities Responsibility Deliverables

Timelines

Implement ation

•  Raise MRF

•  Track Project Hiring

•  Deploy & Test Technology Components

•  Facility & Infrastructure Readiness

•  Knowledge Transfer & Timelines

•  Quality Management (reporting, calibration session etc.)

•  Set up data capture to enable SLA Monitoring & Process Improvements

•  Initiate ISO documentation

•  Base lining & Volume Analysis

•  Set Up Governance Process

•  Compliance & Infosec

•  Business Readiness Test

•  Health check call with Client (mutually agreed frequency)

•  Location/ SBU Heads

•  Transition + Recruitment

•  Transition + Technology

•  Transition + Admin

•  Transition + Training

•  Transition + QA

•  Transition + BE + Ops

•  BE

•  Transition + BE + Ops

•  Transition + Ops

•  Transition + BE

•  Transition & BE

•  Transitions + Technology + Ops

Weekly Transition Dashboard with updates on each Activity

8 – 12 weeks

Go Live / Pilot Phase

•  Follow Governance Process

•  Track, Measure & Review SLA Performance

•  SLA Dashboard (Ramp SLA Monitoring)

•  ISO Implementation

•  Transition Learning

•  Handover (Transition & Ops)

•  Call and final Client Sign Off (Ops, Transitions & Client)

•  Transition, CRM/ & Ops

•  Transition, CRM & Ops

•  CRM & Ops

•  BE & Ops

•  Transition & CRM/Sales

•  Transition & Ops

•  Transition, CRM & Ops

SLA Dashboard, Monitoring &

Reviewing Mechanisms

90 Days

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Important Guidelines

Know Our Services

§  Understand and adhere to this process flow – a must do.

§  Promise to clients/ prospect only what can be realistically delivered, on ALL aspects – price, SLA’s, go-live

etc.

§  We would love to be experts at everything, but we are not - therefore there needs to be an understanding of

e4e's capabilities, service offerings and differentiators

§  When in doubt, take the Business Excellence team into confidence before committing anything non-

standard to the client or prospect.

Expectation Management

§  If the reason for outsourcing is ‘our mess for less’ then we need to set clear milestones when issues will be

fixed. Just outsourcing to the ‘experts’ doesn’t make all the problems go away.

§  Set realistic expectations on all time lines (especially India recruitment) – all too often we have seen that

‘haste makes waste’

§  Always include a minimum of a 90 day ‘glide path’ (learning curve) and SLA waiver period or have lower

level SLA’s. BE will however track and report SLA’s during this period and both the Ops Management and

CRM must pay increase attention during such “glide path” period.

§  Performance results should be measured separately for those in full production and those still on the ‘glide

path’

§  In addition the BE team will need to understand the methodology for all SLA’s, sample size, measurement

system for TAT etc.

6 CRM/ Sales to get sign offs initially from President, CFO

Transitions to capture the final sign off from all Stakeholders for implementation

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Client Onboarding Process. March 2013