© Infosys Technologies Limited 2003-2004 Akshaya Bhargava Reinventing Customer Processes.

© Infosys Technologies Limited 2003-2004

Akshaya Bhargava

Reinventing Customer ProcessesReinventing Customer Processes

© Infosys Technologies Limited 2003-2004 Slide 2Analyst Meet 2003

BPO - An overview

» The first wave

Medical transcription, content, graphics, data entry etc.,

» The second wave

Call centers, contact centers, collections, telemarketing etc.,

» The third wave

Transaction processing, end-to-end services, analytical processes etc.,

Business Process Outsourcing (BPO) – an overused term

Players

» Captives

» Tier 1 companies with strong financials

» Tier 2 VC funded companies

» Tier 3 companies


Progeon – A Profile

» Incorporated in April 2002» Ownership - 80% subsidiary of Infosys Technologies Limited» Financials - revenues of $2.76mn, net profit of $0.16mn for quarter

ending June 30, 2003» Employee Strength - 882 people as on June 30, 2003 » Clients - 8 clients, majority of whom belong to the financial services

sector» Geographical Presence – main operations in Bangalore. Pune coming

up as a second center in India and exploring the option for establishing a delivery location in Eastern Europe


Progeon - Geographic footprint

Europe: London

USA: DallasFremont New

JerseyIndia:Bangalore

Pune

Indian Locations» 1000 seat facility in

Bangalore» 500-seat facility in Pune

operational by September 2003

» 600 seat facility at second Infosys location at Bangalore

» Further expansion within Infosys footprint

Offshore Locations» Exploring the option for

establishing a delivery location in Eastern Europe

» Access to Infosys facility in Mauritius for disaster recovery


Progeon- Sample Clients

First client relationship established within first month of operation

We execute client’s Sales Order Processing (a total of 6 processes ranging from order booking to order prioritization and online email support)

The current team strength is 230. All target dates for the live processes have been met on time or before time

Leading Telecom and Networking Equipment

Manufacturer

The client had never outsourced before but Progeon and Infosys used their expertise to reengineer the processes where required and then managed the program for transitioning the effort to India

The activities carried out for the mortgage processing service include:

Loan OriginationLoan Application ProcessingFundingClosingSecondary Marketing

US based Mortgage Bank

Progeon is providing services in the areas of Defined Contribution, Defined Benefit and Health & Welfare.

We are currently initiating the transition for identified processes.

This engagement would build up to 250 agents over the next 6 months.

Leading US Based Employer Services Company

Currently under transition

We will be providing Inbound Voice services for this client

This engagement would build up to 700 agents over the next 6-8 months

Leading Telecom Service Provider , UK

Recently signed a Master Services Agreement

We will be providing a range of transaction services for the different unit of the bank

Leading Transaction Services Bank in USA

Currently under transition for the initial set of processes

This would also involve developing a combined marketing plan to leverage benefits of outsourcing to provide for topline growth

Leading Insurance Company in US/Canada

Account management and maintenance processes to be transitioned

This will start with a pilot of 250 FTes and will ramp up to 1000 FTEs

Leading Retail and Transaction Bank in UK


Financial Projections

$4.40

$16

$0

$2

$4

$6

$8

$10

$12

$14

$16

$18

FY 02-03 FY 03-04(Proj.)

Revenue

$mn


Progeon-Key Challenges

» Maintaining operational excellence

» Demonstrating transaction processing expertise

» Facilitating change in client organizations

» Seasoned professional managers.

» Strong internal processes

» Product management group staffed by industry professionals

» Robust and proven methodology to execute process transition


Strategic focus

» Strategic segments :

» Banking – Corporate/Investment, Retail, Credit Cards, Consumer Finance

» Securities and Brokerage – Asset Mgmt, Brokerage, Custody, Info & Research

» Insurance – Life, Pensions, General, Auto

» Finance & Accounting – Accounts Payable, Receivables, GL, USA GAAP etc.

» Telecom – Revenue assurance, Service provisioning, Billing, Customer Service

Strategic Segments

Progeon Sweet Spot

Strategic Customers


Value Proposition – Continuous Improvement

Phase 1Cost Arbitrage

Provide Labor and Skill Arbitrage opportunities

Phase 2Process and Technology

led Optimization

Ensure continuous process improvement and innovation

Evaluate and implement automation opportunities

Phase 3Business Transformation

Provide transaction based pricing – cost scales with business

Develop a partnership approach to provide a unique value proposition to the end customer

Phases of Progeon’s value creation fo

r clients


In Conclusion…

» Process Maturity» strong domain expertise» highly structured approach» Product Management focus

» Sustainability» Financial stability - own profitability and parent support

» Flexibility» Scalability of resources» Risk Mitigation» Change Management» Commercial Structures

» Accountability » sharing of risk and reward

© Infosys Technologies Limited 2003-2004 Akshaya Bhargava Reinventing Customer Processes.

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