April 18, 2023

Moving from transactional service provider to end to end process transformation:

Making the shiftJune 10, 2009

PUBLIC

Rahul SinghCEO & MD,TCS e-Serve Ltd

Head, TCS BFS BPO

April 18, 2023TCS Public 2

Industry Trends

Buyer Behavior

Need for Transformation

Transformation – TCS BPO case study

Content

April 18, 2023TCS Public 3

Industry Trends

Source: 2008 EquaTerraSource: 2008 EquaTerraGrowth and innovation have joined cost management as strategic imperatives for outsourcing..Growth and innovation have joined cost management as strategic imperatives for outsourcing..

Output based

April 18, 2023TCS Public 4

Buyer Behavior

Long-Term Business Pressures Drive More OutsourcingLong-Term Business Pressures Drive More Outsourcing

April 18, 2023TCS Public 5

Need for Transformation

Savings from low labour cost

Quality improvements

Speed & flexibility

Productivity improvement

Delivery innovation

Total Savings from offshoring

x

0.3 x

0.2 x

0.5 x

3 – 6 x

5 – 8 x

Potential 5 – 8 X benefit

Nasscom Mckinsey report 2005

Cost advantage beyond labor cost can be realizedCost advantage beyond labor cost can be realizedCost advantage beyond labor cost can be realizedCost advantage beyond labor cost can be realized

Alignment of Vision & Strategies

Service Provider Expertise

End-to-end Services

Alignment of Vision & Strategies

Service Provider Expertise

End-to-end Services

Long-term competitive advantage

April 18, 2023TCS Public 6

Transactional BPO vs. Transformational BPO

TransactionalTransactionalTransactionalTransactionalTransformationalTransformationalTransformationalTransformational

Labor Arbitrage

Isolates - Some Degree Of Control

Executes Legacy Business Processes

Cost benefits at per-head / business process level

Reduces Non Core Business Functions - Release Of Capital

Output/Effectiveness

Delivery Confidence-Manages Risk

Modern Business Re-Alignment, Technology & Services

Strategic Cost & Competitive advantages

Business Transformed - Sustained Savings & Sustained Value

Operations/Technology Focus Business Focus – Business Driven

Tactical Strategic

Vendor Supplier Relationship Customer Extension

April 18, 2023TCS Public 7

BPO Transformation – TCS BPO Case Study

Servicing Corporate, Consumer ,

Securities & Wealth Mgmt Products

Operations in 140 Countries. 200+ million

customers.

Multi Country, Currency, Collection,

Clearing modes

Mass Payment Platform / New Product

launch.

Solution involved Platform & Process

Design, Systems Specs/UAT, Delivery

readiness, Go Live.

Expected benefit of $60M for Client

Providing complex analytical tools &

unique market insights

100+ countries, 2000+ Applications, 750+

products, 40%+ manual work, 40+

languages

Erosion of market share by nimbler &

cost efficient competitors.

TCS Solution around BPO/KPO, IT & IS

Outsourcing

Solution involved unified reference

process, Globalization of Finance & HR,

transformation-technology enabled

products

Expected savings over $135M through

process improvements, etc.

Global BankGlobal BankGlobal BankGlobal Bank Global Market Research Global Market Research PowerhousePowerhouse

Global Market Research Global Market Research PowerhousePowerhouse

Full Services Play

Innovative Pricing Models

End-to-end Offerings

Platforms

Re-engineering Solutions

And many more….

Levers of TransformationLevers of TransformationLevers of TransformationLevers of Transformation

April 18, 2023

Thank You