HCL Technologies Ltd.

Rahul SinghP id t & H d B i S iPresident & Head – Business ServicesRahul-singh@hcl.com

Content

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HCL Business Services: Last Quarter (JAS 2010)

F t F t HCL’ B i S i

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4Fast Facts on HCL’s Business Services

Business Focus and Strategy

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5 – 7

Case Studies 8 – 10

Summary 11

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HCL Business Services: Last Quarter (JAS 2010)

$100 Mn US Deal Aligned capabilities with HCL

$60 Mn European Deal

2 Deals on Publishing Platform

Leverage Sales: Increase in Sales Funnel

Improvement in attrition

5.4% QoQ Growth10% FTE increase in AMJ/ JAS Quarter

Headcount Actual RevenueHeadcount Actual Revenue

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Fast Facts on HCL’s Business Services

RevenueUSD 214 Mn*

Integrated Geographic Presence29 centers across US, UK, APAC, Europe and South America

Expertise220 Processes 8 European Languages

Professionals11,550+

* As on 30th June 2010

Pioneering 3rd Party BPO Operations in India

2001 – 1st BPO by any of the IT major

2002 – Overseas acquisition of NI the 1st GDM by

Recognitions

No 1 Top cross-industry BPO & Best Managed Global Outsourcing Vendor 2002 – Overseas acquisition of NI, the 1st GDM by

Indian BPO

2007 – Acquired Liberata (HCL IBS), probably the 1st platform business in Indian industry

In the ‘Leaders’ Category of the Global Outsourcing 100

‘Best Employer Award’ at the BPO Excellence Awards

Level 5 PCMM certified

No1. on Customer Referencing for Q3 2010- Forresterg

IT – ISO 20000

IT Security – ISO 27001

6σ

KaizenQ lit & IT Security ISO 27001

COPC

SAS 70 CompliantOE

BPR

Quality & Compliance

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Customer Spread60 million transactions every year with 99.1% accuracy, 85% SLA conformance

HCL Business Services – Changing Business Environment

What Clients are Demanding

Domain Orientation

Repositioning of HCL Business Services

Vertically aligned global sales and solutions

Innovation and improvement Value based process delivery and solution Technology leverage

Output/ Risk rewards

Multi Geographic delivery model

Skin in the game/ Transaction based pricing

IGDC (Integrated Global Delivery Centers)Shared services models

World Class standards Capability and delivery focusSkill based hiring; Global Culture

Business services approach End to end ownership/ capabilityCustomer centricity/ Collaboration approach

Business Aligned Multi Stack Outsourcing Supply-side to demand-side focus

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HCL Business Services – The NeXt Gen BPO

Sales Alignment to Market

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Legacy HCL HCL Business ServicesSource: NASSCOM

Industry Vertical OrientedCreating Capability & Practices

Banking & Financial

Insurance(Life & TelecomRetailHealthcare ERU & Public Media,

P bli hi &

Creating Capability & Practices

Financial Services

Retail Banking OperationsCredit Card OperationsMortgage & Loan

(Life & Non Life)

Contact Center ServicesAgency AdministrationActuarial & Fi i l

Telecom

Customer Acquisition Order ManagementProvisioningNumber Portability

Retail Customer Relationship ManagementRetail Order ManagementL l

RetailServices

PharmaClinical Trial ManagementPharma co vigilanceSales &

Customer InformationBilling ManagementData Management

ServicesPublishing & Entertainment

Pre-Media ServicesPre-Press ServicesPre-ContentMortgage & Loan

OriginationReconciliationTransfer AgencyFund AdministrationTrade/ Forex/ Cash P i

FinancialsPolicy AdministrationPremium AccountingPension & Annuity ServicesClaims

Number PortabilityCustomer ServicesBilling ManagementCollectionsCustomer RetentionTechnical SupportC

Loyalty ManagementPLCC ManagementCPG Sales SupportAutomotive Sales & Service M t

Sales & Marketing Analytics

ProviderRevenue Cycle ManagementCodingClinical Transformation

Data ManagementCollections and Debt ManagementSmart Meter Management ServicesAsset Management

Pre-Content ManagementNewspaper-OnlineMedia Buying ServicesI-Phone/ Digital Device Content Processing

Performance Attribution & Analytics

ManagementUnderwritingMail Room ServicesDocument Management

ConvergenceData Analytics

ManagementRetail Business IntelligenceCategory Management

PayerMembership ServicesClaims Management

gResource Management

Management

Knowledge Process Outsourcing

Customer Relationship Management

FAO

HRO

Account Payable Account Receivable General Ledger and Reporting

Credit Management & Collections Fixed Assets & Accounting

Forecast Analytics

Recruitment & Staffing Workforce Automation Benefit Administration

Knowledge Process Outsourcing

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HRO

OTHERS

Payroll Workforce Development Compensation

Indirect Spend Management Revenue Enhancement Services Return Management

Forecasting Planning & Sourcing Business Intelligence/Survey/Mystery Shopping

Case 1: HCL delivers a robust, scalable, cost effective, and integrated solution for a diversified Financial Services Group

A leading Bank in Europe providing services to retail and wholesale customers in multiple countries/ regions

Background

I t t d M lti C t

Service and fulfillment of multiple products, credit cards etc in high volume environment

Multi Product Origination Life Cycle Management Benefits

Customer Access Point (Client Sites)

HCL – Near ShoreMail Room

HCL – IndiaDelivery Centre

HCL – Northern Ireland

Customer Contact

Integrated Multi Country Delivery

Enabled Client to rapidly launch new products

Set up in 4 monthsReceives application forms for

Segregates forms and instruments

Receives forms, indexed and batched

Receives Exception management

Capacity of 5-6Mn transactions P.A.

Value Delivered to Client (40%)

forms forDepositsCredit cards

Receives financial instruments like checks

and instruments

Scans forms using Document Management & Workflow system created by HCL

indexed and batched

Data enters into workflow system

Does KYC checks

management requests

Resolving customers issues on call

End Customer Satisfaction

Scalable End to End Solution

checks

500+ Client Sites

Sends both to HCL mail room PO box

y

Manages checks clearance

Creates customer account on the client system

Sends exception t

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management requests to HCL Ireland site

Case 2: HCL's Global Integrated Offering for Media Publishers

Leading media company with its portfolio of events, publications and electronic products and web sites

Background

Pl iEdit i l

India’s First Technology Integrated work flow in Content Production &

BenefitsMulti Product Integrated Platform

r

Page Estimation/ BudgetingCreate Folio Plan

PlanningEditorial

Content Commissioning/ Authoring

Virtual Proofing

Content Production & Creation of all publications: print media, websites, apps

Technology Integration of Page Planning

Cus

tom

e

g gsystems with Editorial, Content Management and Print Workflows

Logistical management for print and digital

di t

Onsite Services Managed by HCL HCL Offshore Services

Print Mgmt

Ad Sales Distribution

Circulation Mgmt

Pre-Press Services

Graphic Services

Creative Services

Project Mgmt Online Services

Digital Asset Mgmt

media streams

Variable Pricing with an overall cost savings of 35% plus 10% through HCL’s Ops Excellence Focus

HC

L

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HCL’s Platform

FocusEnd-to-End Solution

Case 3: HCL Improves Profitability for a Global Supply Chain Management Company

A global company providing solutions in supply chain management.

Background

Shared Services for better productivity and standardization

Benefits

Key Business Drivers Operating Model Solutionstandardization

Centralized customer service system to enhance customer satisfaction

Improve profitability and transparency of revenue management

Centralization & consolidation of back office functions across offices, and across two geographies in India

Shared Services to consolidate operations across offices

Process simplification and standardization

Increased billing accuracy resulting in DSO improvements

Onshore-Offshore e2e process

standardization

Developing applications to gain process transparency for cash flow

Build an activity based costing model for operations

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SummaryThe Next Gen BPOThe Next Gen BPO

Improvements & Innovation led solutions with Transformation are the ‘Arrow Head’

Vertically aligned strategy with horizontal centers of excellencey g gy

End to end service offerings bringing together Technology, People and Processes

Delivering through IGDC (Integrated Global Delivery Centers)g g ( g y )

Value based pricing

Business Partnering/ Partnership approachg p pp

Delivering from Employee First Customer Second platform

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Leveraging Existing Relationships

Q&A

Admin Re®

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