© Infosys Technologies Limited 2003-2004 Akshaya Bhargava Reinventing Customer Processes.
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Transcript of © 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
© Infosys Technologies Limited 2003-2004 Slide 3Analyst Meet 2003
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
© Infosys Technologies Limited 2003-2004 Slide 4Analyst Meet 2003
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
© Infosys Technologies Limited 2003-2004 Slide 5Analyst Meet 2003
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
© Infosys Technologies Limited 2003-2004 Slide 6Analyst Meet 2003
Financial Projections
$4.40
$16
$0
$2
$4
$6
$8
$10
$12
$14
$16
$18
FY 02-03 FY 03-04(Proj.)
Revenue
$mn
© Infosys Technologies Limited 2003-2004 Slide 7Analyst Meet 2003
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
© Infosys Technologies Limited 2003-2004 Slide 8Analyst Meet 2003
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
© Infosys Technologies Limited 2003-2004 Slide 9Analyst Meet 2003
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
© Infosys Technologies Limited 2003-2004 Slide 10Analyst Meet 2003
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
Thank YouThank You
www.infosys.com