BPO Services

1. © 2014 NIIT Technologies Confidential
BPM Overview

2. © 2014 NIIT Technologies Confidential
NIIT Technologies: Global IT & BPO Services Organization
Sharp vertical focus
 229 clients across 18 countries
 80%+ revenues from 3 core verticals:
• Travel and Transportation (TTL)
• Insurance
• Banking, Financial Services
 40%+ revenues from TTL vertical
 Listed in the Forbes Asia's 200 Best
under a Billion Companies in 2013
 Ranked Leaders in RDM BPO 2014
under ‘Instrument Data view’
category by NelsonHall NEAT Matrix
 Ranked as Emerging Player in
Everest 2014 FAO PEAK Matrix
True global presence
 Global Delivery Network with centers
in :
• Augusta, USA
• Madrid, Spain
• Manila, Philippines
• Several locations in India
Ranked No.1 globally in 2012 ASTD
(American Society for Training and
Development) BEST Awards
“Award for Delivering Business Value”
National Awards for Excellence in June
2014
“Best Managed Services” Outsourcing
Excellence Award in April 2014
Ranked 6th in Top Employer category at
Asia's Best Employer Brand Awards 2013
2
Acknowledged specialist provider

3. © 2014 NIIT Technologies Confidential
 Industry leading ProcessGym™ consulting
Methodology
 Seamless transition through BPM3
framework
 Successful Six Sigma & Lean
implementaton for process standardization,
optimization and reengineering
 TermsMonitorTM
- Workflow management
tool with real time monitoring and
performance dashboards
 K-Portal - In-house knowledge
management tool
 Center of Competence
 Domain centric IP assets
& Practice teams
 IP Led Integrated IT BPO
Solutions
 Experienced domain
experts and industry
leaders in focus verticals
 Blue chip clients: Emirates,
UBM Aviation, Air Berlin,
Morris, DLG, SEI, Voya
 Consistently rated
‘Excellent’ on client
satisfaction score for most
of our clients
 “Awarded for Delivering
Business Value” National
Awards for Excellence in
June 2014 by “National
Award for Excellence in
Outsourcing and BPO”
NIIT Technologies BPO Overview
Proven Expertise Vertical knowledge
led BPO
New Ideas, More Value™ led
Business Process Management
3

4. © 2014 NIIT Technologies Confidential
Global Delivery Footprint - BPM
Legend
Delivery Center
LEED Platinum Certified Campus
Augusta
Madrid
Gurgaon Greater Noida
Bengaluru
Manila
4

5. © 2014 NIIT Technologies Confidential
BFSTTL MediaInsurance
• Passenger revenue
Accounting
• Fare Audit
• Route Profitability
Analysis
• Disruption
Monitoring
• Contract Loading
• Content
Management
• Survey Campaigns
• Account
Administration
• AML/Fraud
Mitigation
• Reconciliations
• Asset Transfers
• Trade Processing
• Performance
reporting
• Master Data
Management
• New Business Setup
• Policy Administration
Services
• Underwriting
Support
• Benefits
Administration
• Risk Aggregation
Services
• Ad Creation services
• Product Designing
Services
• Online and Rich
media
Multi
Channel
Phone
Email
Chat
Finance & Accounting
Contact Center
Research & Analytics
HRO
Business Process Services
5

6. © 2014 NIIT Technologies Confidential
Multi
Channel
Phone
Email
Chat
Contact Center Services
Customer Services Technical Support
• Level 1 Remote
Technical Helpdesk
• “How to” Questions
• Account Administration
• Query Resolution and
Escalation
• Ticket Resolution till
closure
• Enquiries
• Follow up calls
• Post Sales Warranty
Support
• Product support
• Feedback Management
Sales & Telemarketing
• New Customer
Acquisition
• Specialty Telemarketing
programs
• Cross Selling
• Up Selling
• B2C consumer Surveys
• Data Research &
Analysis
• Follow up calls
Inbound
•Inbound Customer Care
•General Enquiries/ Query
Management
•New client acquisition
•Up/Cross Selling
•Website Navigation
Support
Outbound
•Retention Sales
•Customer Retention
•Verification Services
•Follow up calls
TermsMonitor™
6

7. © 2014 NIIT Technologies Confidential
Long Standing IT – BPM Relationship
7
ADM Testing IMS BPM SMAC
17+Global Asset Administrator
15+
12+
16+
06+
06+
03+
02+
02+
Client Years
Engagement Initiation Engagement Expansion

8. © 2014 NIIT Technologies Confidential
Models
Models
Models
Delivery
Delivery
Delivery Skills Service culture Best in class experience
ODC Virtual Captive
Securing IP and internal
knowledge while outsourcing
Remote Management Cloud based IT- BPO Future proof
Offshore, T&M/Fixed price Right – shore, outcome based Win - Win
Build Co-create Industry leading solutions
Mutli - Vendor Integrated IT - BPO Quick Time to Market
New Ideas More Value –Transformational Engagements
ExampleTraditional New Value
Global Asset Administrator
Best offshore service award
Best Managed
Services Outsourcing
Excellence Award
8

9. © 2014 NIIT Technologies Confidential
ProcessGymSM
- Continuous Improvement Management
Operations Technology
SME Six Sigma, Lean
Process Gym Consulting Team Process Study
Operations Technology
Output
• Improved Processes
• Efficiency Roadmap
• Outsourcing Possibilities and Solutions
• 10+ Clients have reaped benefits from Process Gym
• More than 20% savings on implementation of recommendations
Gap Analysis
Process Overview &
Stakeholder Analysis
Cost Benefit AnalysisBaseline Validation
• Understand the “As Is”
process, IT (Applications)
& Infrastructure state
• Agree Scope, objectives
and procedures
• Convert Voice Of
Customer to Critical To
Quality metrics.
• Process Prioritization
• Identify key issues, VA &
NVAs in processes
• Conduct risk assessment
• Validate all key issues and
confirm the current
baseline performance
• Create re-engineered “To
be process Maps”
• Recommendations on
process automation
• Cost Benefit Analysis
• Create Risk Mitigation Plan
9

10. © 2014 NIIT Technologies Confidential
TermsMonitor™ - Enterprise Relationship Management System
10
Web based application for managing the dynamic business environment, online communication & collaboration
24X7 access online process
information
Repository of process performance
data
Structured and standardized
approach for sharing project
information
Online quality monitoring
framework
Informed decision making through
real time reporting and process
health
Manage employee life cycle
management.
QualityReporting Technology EcosystemResource Allocation

11. © 2014 NIIT Technologies Confidential
K-PORTAL™ - Knowledge Management System
11
Ranked No.1 in 2012
The ASTD (American Society for Training & Development) BEST Awards recognize organizations that
demonstrate enterprise-wide success as a result of employee learning and development.
• Knowledge portal is based on SharePoint
Technologies
• Each program has their own workspace
• Enables faster dissemination of updates and
announcements
• K-Portal has following features available for
each program.:
• Announcement
• Document repository
• Discussion board
• Quiz
• Wiki based content management
• Version Control
• Audit Trail
• Retrieval and Search
• Announcements are shared via:
• Emails
• RSS feeds
• Knowledge Checks and GAP analysis
Process updates
Knowledge
repositories
Knowledge
Dissemination
Knowledge
Check &
GAP
analysis
Online
Training
K-Portal
• Shared documents
• Process updates
• SOP’s
Quiz
• Quiz
• Discussions
• Customized Content
• Forums
• Internet / intranet
• Email
• RSS Feeds

12. © 2014 NIIT Technologies Confidential
Personnel Security Measures
Physical Security Measures
• Background checks
• Confidentiality agreement
• Security awareness and training
• Dedicated ISMS team
• No access to Internet/ external emails/ Printers
• Access to external storage media is restricted
• “No Paper” and “Clear Desk” Policy
• No mobile phone policy on floors
Information Security Measures
Arun Kumar Anand, Chief Information Security Officer (CISO), NIIT Technologies is the winner of
the DSCI (Data Security Council of India) Excellence Awards 2013 for Security Leader of the Year.
12
Comprehensive Information Security Framework

13. © 2014 NIIT Technologies Confidential 13
THANK YOU