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An Overview

rProcess

“YOUR PROCESS IS OUR PROCESS”

a rural BPO initiative...

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Profile:

rProcess Solutions provides IT enabled support services from rural locations.

• The unique “Hub and Spoke” delivery model ensures customers get cost leverage without losing effectiveness

• Core processes are managed at the hub and further processed at the rural spokes

• Promoted by IT professionals with global industry experience• rProcess operates with a quality mindset that ensures timely

delivery with a high degree of accuracy

An added value is promoting rural employment and preventing urban migration, while being inclusive and sustainable

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Management team

Professionals with a vision to transform and innovate service delivery models

Promoter:Savitha Mallappa

MS from University of Texas, USAExperienced IT / ITES professional and a Six Sigma Black beltOver 16 yrs industry experience with Nortel, Hughes Networks Systems, Philips Software, Texas Instruments, IonIdea Inc

Eco System partners : NextWealth Entrepreneurs (partner network of rural centers chaired by Dr Mitta); JobCorp (training partners)

Extended team: Executive and advisory boards with specialists in various relevant fields - IT and ITES, Educational institutions, NGO, Government agencies, Legal, Finance

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Services MatrixService Lines Key Activities

Data Processing & Digitization

Record documentation, conversion, validation and maintenance , Data conversion and Imaging, directory services,

Finance and Accounting

Administration

Human Resources

Accounts payable, Accounts reconciliation, billing, Accounts receivables taxation, Data Analytics -

Claims, processing, settlements, dispute resolution and audit checks

Payroll processing, Time-sheet & Leave management, Training records, Resume screening; Travel re-imbursements

Contact centre (Email and chat support)

Inbound and outbound support, Technical help desk, trouble ticket logging, Sales and marketing support

Essentially any

process that can be distinctly identified

and broken down

PAAS

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Hub and Spoke Model Plan - Leveraging strengths of every location

Spokes

Hubs

Southern - HQ Bangalore (O*)

Mysore (O*)

Mandya Hunsur Yelandur

Coimbatore

Dimbum

Local manager and delivery team (~100 seats each)- Service delivery- Operations control- Quality and SLA check- 100 seat facility each

Management forum (20 –30 )- Support functions - Quality improvements - Service governance- Delivery overview

Regional Headquarter- Corporate functions- Business development

O* - Operational

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Talent Pool

Venue 1

Venue 2

Venue 3

0 2 4 6 8 10 12 14

Skill Analysis

Analytical

English Language

50% of students from initial tests are found

suitable and more than 50% have good English

knowledge

MYSORE CENTER

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Operational Excellence

New Service

Migration

Operations

Validation & certification

OperationsManagement

Systems/ NetworkIntegration

Network Optimization,Tech Support

Integrated Services Framework

AuditsAssessments

NetworkMonitoring

SLA

Governance

PEOPLE

PROCESS

TECHNOLOGY

Validation and

Certification

Operate And

Optimize

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Current Status

• 80 seat facility operational at rural Mysore – May 2010

• ~25 employees trained and on board

• Projects – Data mining and Image to Text conversion, Digitization, Market analysis, Market surveys

• Govt of Karnataka support – Seed funding grant Rs. 40 lacs approved for 100 seat Yelandur spoke – starting in Feb 2011

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SummaryrProcess addresses the following industry issues: High

– Employee salary costs– Infrastructure costs– Attrition

Business advantage Independent / self sufficient units Overall lower cost of operations leading to lower cost to business

Lower employee costs : ~30-40% Lower attrition at ~15% vs ~45% in Metros Lower overhead costs : ~ 50%

No transportation overhead Lower facility costs

Tap into the educated rural population Utilize experienced manpower that is willing to "Reverse Migrate” Aided by internet connectivity & infrastructure available in tier 2/3

towns

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Case Studies …

Every project has unique challenges and working together, we partner to address those challenges with a customized solution.

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A few representative experiences are listed in the following slides. The intent is to give a feel for the kind of work we are currently involved in and also present a air assessment of the progress and client overview

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Mortgage Data

Client: A refinance company

Challenge: Nurture the relationship, and establish a highly responsive process to address the data needs of this refinance firm

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Goals:• Help with a wide variety of

county data to mine the mortgage information

Solution:• Solution: Worked on each county and

mined the relevant information into a spreadsheet

• The team provided a quick response to adapt to each county and produce the required number of records

Results: Have met all SLA for record updates on a daily and weekly basis. Accuracy up to 99% and currency of the data was appreciated by the customer showing the value addition of the QC process

Client was successful in proposing new refinance models as per their roadmap

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CAF data entry

Client: Company wanted to input their Customer details in their database and verify the same

Challenge: Customer Information had to be put in the database post verification and with zero errors

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Goals:• Verify that the customer forms had

accurate information as per documents provided & as per Govt. rules.

• Complete each set of forms within the stipulated activation time

Solution:• A dedicated team to verify that

each form had all correct information and supporting documents were as per Govt. rules & regulations.

• Maintaining quality checks to ensure accuracy of data entry

Results: Creating large database of customer information for specific cities maintaining Govt. compliance. Weekly volume generated varied from 4k to 5k customer information. Various fields including address, id proof and phone number information were recorded.

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Telecom Services - Survey campaign

Client: Company wanted to run surveys for usage patterns and billing on current Broadband provider

Challenge: Conduct complete email and voice based surveys to get user profiling of broadband usage

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Goals:• Confirm which specific Service

provider they are signed up with and then obtain current usage information

• Complete each survey and ensure all questions are answered by users

Solution:• A dedicated team to collect and

complete surveys as per target• Ensure required number of users

are covered

Results: Creating and profiling usage patterns and providing key inputs to Broadband services. Ensuring Targets wrt Surveys per week being met consistently

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RPO – Job Application

Client: Company wanted to promote its temporary staff to various clients

Challenge: Find jobs matching the skill sets of the staff and upload resumes of the client’s team against the matching jobs

Goals:• Find jobs through online portals for

various skill sets• Ensure 80% bench staff resumes are

sent to job postings

Solution:• A dedicated team to search jobs• Upload resumes against matching

jobs requirements• Forward email responses for

further processing

Results: Getting enquiries for temp staffing from various companies for the client’s team members

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Debt Management Services- Survey campaign

Client: Company wanted to run surveys to know the debt status of people including value of debts, creditor details, etc

Challenge: Conduct complete email and voice based surveys to get details of debtors

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Goals:• Confirm the amount of debts they

have and the list of creditors and other details related to debts

• Complete each survey and ensure all questions are answered by users

Solution:• A dedicated team to collect and

complete surveys as per target• Ensure required number of users

are covered

Results: Creating and profiling list of debtors and their debt details

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Pilots

Proposed - Maintenance of Tanishq customer forms for Titan IS

Implementing - HR solution using SAAS model for local university (Ramco)

Hospital management systems - implementation and remote data updating services (Patient and insurance info)

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Contact: Savitha Mallappa +91 98450 59834savitha.mallappa@rprocess.netwww.rprocess.net