HCL Global Consumer Services PracticeHCL Global Consumer Services Practice“Business Aligned sourcing Partner”

Karan Puri, ,Executive VP & Global Head,Global Consumer Services

Breaking Down “Consumer Services”

Retail & eCommerceWal-Mart, GSI, Lowe’s, Office Depot

Media Content Creators & ProvidersNBCU, Fox, Paramount, EMI

Community Platform ProvidersE-Bay, MySpace, Face book, Yahoo

Communication Platform & Cable Providers

AT&T, Cablevision, TMobile

CSP’s

Th CThe Consumer Business

Hospitality & GamingIntercontinental, IGT, WMS Gaming

Consumer Product Goods & Services

Publishing Content Creators & ProvidersPearson, Readers Digest, Marvel Comics

Convergence Technology Dr Pepper, US Foods, Performance

Food GroupProviders

Sprint, Nokia, Comcast

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HCL Consumer Services – A Perspective

Over 20+ Large and 100+ Growth category Consumer Services Clients being supported through delivery Centers in Noida, Chennai, Bangalore, Calcutta, Beijing, Krakow Sao Paulo and US Capability in Cary NCKrakow, Sao Paulo and US Capability in Cary, NC

Over 17000+ Technology & Domain consultants*30/70 Functional/Technology skill base

Average Large Deal (>10M) Size- $18.3M

Customer Satisfaction Rating 2009-2010 – 6.3/ 7

Customer Retention Rate- 99%All figures in $M

Key Highlights

At 27% of the Total HCL revenues, Consumer Services is the largest vertical group

Consumer Services constituted nearly 40% of HCL’s total wins over the last 15 months (wins by TCV)

17000+ Technology & Domain consultants working with customers across the world

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We have expertise in 90+ Consumer Services Business Processes

HCL Consumer Services – Selective Large Deals over Last 2 yrs

Media & Entertainment

$866M+ from select large

Retail & CPG

$635M+ from select large

Telecom

$500M+ from select large$866M+ from select large deals over last 2 years

Representative clients include a Leading

$635M+ from select large deals over last 2 years

Representative clients include a Leading US

$500M+ from select large deals over last 2 years

Representative clients include a Leading US

Education Publisher, Lottery Gaming Company, Global Music Recording Label, Large Broadcaster,

Beverage Brand, one of the Largest Food Services companies, Leading Specialty Retailer, F500

based Telecom Services providers, Largest tier 1 CSP in Europe

Leading Magazine Publisher & more

Home Improvement Retailer, Leading General Merchandise Retailer

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Industry Convergence

Retail & CPGMega Trend: Physical location will become irrelevant as Global markets migrate to the digital space

Illustration: Amazon.com, Coke in the UK

M T d U G t t d th L T il lMedia &Entertainment

Mega Trend: User Gen content and the Long Tail rule

Illustration: Twitter

ConsumerElectronics

Mega Trend: The Device is now a platform. The most open, scalable, inclusive platform will win

Illustration: iPhone App Store, the Kindle ecosystem

TelecomMega Trend: The Digital Home (or Office) is the gateway to the connected universe

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Telecom connected universe

Illustration: Verizon FiOS Project

The 1on1 Marketplace evolution

The Consumer Music, Movies, BooksCustomer Relationship

The Changing Consumer Business Landscape

Virtual Office

Web Research

Shopping

Lifecycle

@ Work @ Home

nal

Books

Consumer Goods

Retailing

Tra

Customer Relationship

Digital Supply Chain

Networking

Mobility

Collaboration

Career

Learning

Fun

Travel

Socializing

E t t i t

Trad

itio g

Information

Data and Voice S i

aditional

Business Analytics

Integrated Marketing

Anytime, Anywhere, Anydevice

Entertainment Services

Leisure & GameseCommerce

Consumer TouchpointsBusiness Processes Goods & ServicesTouchpointsBusiness Processes Goods & Services

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2007 – HCL Consumer Services Microvertical Journey Starts

We got organized in Microvertical Groups…Telecom Media & Entertainment Retail and CPG

Communication Service Providers

Network & Equipments

Publishing & BIS

Studios, Music & Broadcasting Networks

Specialty Retail

Grocery Chains

Network & Equipments

Wireless OEMs

Cable - MSO

Gaming & Hospitality

Food & Beverages

Quick Service Restaurants

…And made the right investments

Key Investments

1. Industry Lab Initiatives

2. Vertical Solutions Groups (VSG)

Other Initiatives

1. External ‘Advisory’ research – Domain Specific

2. ‘Product Company’ Partner Program

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3. Onsite (Geo) Practice Head

4. Internal MV-Specific Research Groups

3. ‘Customer Councils’ & ‘External Advisors’

4. Value portal

HCL Industry Solution Labs

IP & F k

HCL has set up the Consumer Services Industry Labs with the objective to commercialize innovations & exhibit Thought Leadership

IPs & FrameworksMedia & Entertainment

Content 2.0

Integrated Media Asset Centered

Retail & CPG

Unified Apparel Model

Pre Production Optimization

Telecom

Usage Monitoring & Accounting System (UMAS) – Enterprise Integrated Media Asset Centered

Transformation (IMPACT)

Social Networking Platform

iTransform

Content on Demand

Pre-Production Optimization

EmpoweRetail (MS Dynamics based Customer Loyalty Solution)

Last Mile Replenishment

Rx Modernization framework

y ( ) pbilling solution

Telecom Operations Efficiency Enhancer (Toɳe) Framework

Wireless Field force management solutionContent on Demand

Integrated Marketing Solutions

Ad Minister

Digitale

Visualization – Universal Browser

Rx Modernization framework

Test Factory in a Box - Retail

Track N Trace (perishables)

Mobility platform

Multi-Channel product evaluation

management solution

Test Automation Framework (TAF)

Wireless Service Delivery Platform

SIP Stacks

SOHO GatewayVisualization – Universal Browser

Artist 360º

D2C (Direct-2-Consumers)

Intelligent Crawling Technology

Universal content Migrator

Multi-Channel product evaluation framework

Analytics frameworks – Market Mix Modeling, Market Basket Analysis, Test & Learn, Propensity to Buy modeling

SOHO Gateway

QoS Policy Tool

Mobile Simulator Tool

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Universal content Migrator g

CXO Dashboard

HCL Consumer Services – A Differentiated Team Structure

HCL CS Sales Org Structure

Demand Engagement Creation Managers

IT AlignedS l M

Business AlignedS l M

Focus on Billing, CSAT, increasing Cross sell coefficient by involving the

IT & B i Ali d S l tSales ManagersSales Managers IT & Business Aligned Sales to existing customers

Business and process oriented sales managers who will drive core Traditional sales managers including managers who will drive core

Demand Creation efforts through proactive business solutioning in set

of hi growth accounts

the horizontal teams Focused on driving horizontal (ADM, EAS)

focused sales for a set of accounts

Industry/ Domain Partners

Aligned to work with sales team to drive domain led discussions with ClientValue add to our existing engagements to support Client Business Initiatives

Industry/ Domain Partners

Vertical Solutions Group

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Focused on building thought leading Solution FrameworksWork on various bids to differentiate our offerings by making it more aligned to the Domain

Starting your Business Aligned Journey with HCL

TechnologyStrategies for Business

Transformations

Leave & Layer

Building the right Middleware Strategies

Replatform for Growth

Replatforming to new systems

Re-Engineer for Cloud

Moving to Public or Private Cloud based or

Innovative Relationship Models for IT + Business Transformation

g yShared systems Models

onsh

ip

Carve-outsVendor InvestmentsCapital inflowMax re-badging RightShore delivery model

Partner

Type

of R

elat

io

Outsourcing

Value-sourcingValue-based commercialsCapital expense amortizationStrategic initiative for cost leadershipImproved focus on core operations

Preferred Supplier

Long Term Value

Cost Market Value

T Outsourcing Cost reductions through labour arbitrageQuality & consistency of serviceImproved flexibility

ROI

Vendor

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Long Term Value

HCL enable increased cost savings YOY and provide up the value chain relationship benefits as a partner.

Business Aligned Sourcing with HCL Consumer Services

Business Aligned Sourcing PartnerHCL Consumer Services

Consumer Businesses

Consumer Evolution

Business Transformation Total IT Transformation

The 1on1 Marketplace HCL is committed to help customers through large IT sourcing transformation journey by demonstrating

Through Business Services we can bring about End to End Business Process & Technology efficiencies j y y g

Flexibility in business & commercial models – these initiatives while optimizing the operations and creating

i l id i ti

gy

HCL excels in situation where it is required to work with clients on defining the business problem and

savings also aid in creating time and resources for new business initiatives

pcreating the technology led strategies to support change the business initiatives

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End to End transformation – Telecom

The Largest Tier 1 CSP in EuropeHCL in Telecom

Leading offshore IT service provider in Telecoms

40+ Processes and 4500+ FTEs covering processes including

Concept to Marketing, Order Management & Provisioning, Customer Support, AR, Tech Helpdesk, Remote Testing, Directory Listing

in Telecoms

10000+ technology & domain consultants

Satellite service provider business experience & Rich product engineering heritage

Business Services

p g y gengineering heritage

Enabled 50+ patents on the most relevant next generation networking technologies

Partner for customer experience & Innovation

Application Custodian Integrated Support which includes Technical Services and Help Desk S S i& Innovation

Selective Clients:Support ServicesHCL implemented TOηE solution to provide Application Custodian service – End-to-end ownership of client application landscape

IT Services

Paradigm shift on focus from Reactive resolution to proactive monitoring Enhanced customer experience along with significant operations costs reduction. Achieved

Infrastructure Services

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g pthrough proactive monitoring and implementation of Best Practices

End to End transformation – Retail & CPG

Variety of process managed including Order Strong 3600+ resource base –Domain experts and technical

US Based Global Leader in Office SuppliesHCL in Retail & CPG

y p g gProcessing. Follow-up, Customer Service. Virtual Warehousing, Order Management, SKU Harmonization, Track & Trace Support, Returns Management Order accuracy rate >99%

pconsultants

9 of the Top 50 Retailers are HCL Clients

Strong COE’s for JDA, MS Dynamics, Oracle, SAP, Manhattan and Retail &

Business Services

, ,CPG Industry IP/Frameworks

Dedicated Retail & CPG Solution Group enabling domain focused collaboration and sharing of industry best practices More than $50M benefits realized through business

One of the largest Beverage Companies in the World

Repository of Benchmarked Retail and CPG Business Processes

Selective Clients:

process re-engineering & consolidation of business systems“Cost-To-Serve” real-time order sourcing optimization with constraint modeling Integration of PoS and AC Neilson data to drive

IT Services

brand and segment penetration

Datacenter monitoring and management – Servers, Storage & Backup, Database, Helpdesk, Desktop

t N t k d S it M tInfrastructure

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support, Networks and Security ManagementConsolidation & Standardization across the globe

Services

End to End transformation – Media & Entertainment

Leading worldwide media company providing integrated marketing solutions for the Fashion, Life Sciences and Powersports industries

HCL in Media & Entertainment

Fastest growing industry segments in HCL l t 3HCL over last 3 years

Micro-verticalization strategy for deeper domain understanding

Leadership position in select micro verticals of Publishing, BIS, Music & G i

Global Premedia (BPO) consolidation in 25+ countries in 12 weeksEnd to End Pre-Press, Advertisement and creative Designing, Pagination, Website Editing & Publishing, Outbound & Inbound Telemarketing

Business Services

& Gaming

Industry Solution Labs and IP development in Media Verticals

4,000+ Technology & Domain consultants

A Leading Magazine Publishing Company with publications in more than 70 Countries and a global circulation of 17 million, making it the largest paid circulation in the world

Selective Clients: End to End ADM Services Delivery Structures for all Global TeamsRebadging of 100+ Client Employees at US, Europe & LA

IT Services

Helpdesk Support across 35 countriesWintel server consolidation & UNIX rationalizationExchange Consolidation

Infrastructure Services

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Exchange ConsolidationConsolidation & Standardization across the globe

Services