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“ORGANIZATIONAL STUDY”
&
A RESEARCH PROJECT ON “COMPETITIVE INTELLIGENCE”
AT e4e BUSINESS SOLUTIONS INDIA PVT LTD, Bangalore
Submitted in partial fulfillment of the requirements of the
M.B.A Degree Course of Bangalore University
By
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222000000666--- 222000000888
M. PRASHANTH P Director, Sales Operations
Under the Guidance of
M.P.BIRLA INSTITUTE OF MANAGEMENT Associate Bharathiya Vidya Bhavan
# 43, Race Course Road BANGALORE-560001
Mr. RUDRAMURTHY B V
Professor M P Birla Institute of
Mr. PRASHANTH P Director, Sales Operations
e4e Business Solutions India Pvt Ltd
DECLARATION
I hereby declare that this INTERNSHIP REPORT on
“ORGANIZATIONAL STUDY” & A RESEARCH PROJECT ON
“COMPETITIVE INTELLIGENCE” at e4e BUSINESS SOLUTIONS
INDIA PVT LTD, Bangalore, is a record of independent work carried
out by me towards partial fulfillment of the requirements of the Master
of Business Administration course of Bangalore University at M P
Birla Institute of Management. The report has not been submitted in
part or full towards any other degree or diploma.
Place: Bangalore Manu Gowda S V Date: Registration No. : 06XQCM6099
CERTIFICATE
This is to certify that the INTERNSHIP REPORT on “ORGANIZATIONAL
STUDY” & A RESEARCH PROJECT ON “COMPETITIVE INTELLIGENCE” at
e4e BUSINESS SOLUTIONS INDIA PVT LTD, Bangalore, has been prepared by
Mr. Manu Gowda S V bearing the registration No. 06XQCM6099 under the
guidance and supervision of Mr. B V Rudramurthy, Professor, M P Birla Institute
of Management, Bangalore.
Place: Bangalore Dr. N S MALLAVALI
Date: (Principal)
CERTIFICATE
This is to certify that the INTERNSHIP REPORT on “ORGANIZATIONAL
STUDY” & A RESEARCH PROJECT ON “COMPETITIVE INTELLIGENCE” at
e4e BUSINESS SOLUTIONS INDIA PVT LTD, Bangalore, has been prepared by
Mr. Manu Gowda S V bearing the registration No. 06XQCM6099. It is a bonafide
work and has been carried out under my guidance and supervision, during the
academic year 2006-08 in partial requirement for the award of MBA degree by
Bangalore University. To the best of my knowledge this report has not formed the
basis for the award of any other degree or diploma.
Place: Bangalore Mr. B V RUDRAMURTHY Date: (Professor)
ACKNOWLEDGEMENTS
I wish to thank Mr. PRASHANTH P. Director, Sales Operation
for all his understanding, for sharing his experience and for his
humbleness in making learn things better. He was a great source of
inspiration for me.
I wish to express my thanks to Mr. B V Rudramurthy, my
professor and internal guide, for his constant support and guidance.
Thanks to my family and friends for their support.
Manu Gowda S V
EXECUTIVE SUMMARY
The MBA course offered by the Bangalore University has its own unique
syllabus which requires its MBA students to undertake an INTERNSHIP
PROGRAM with any of the leading business houses for a period ranging from 6
weeks to 8 weeks between second and third semester. The purpose of this
internship is to enable the students to appreciate and understand the nuances of
the practical world vis-à-vis the theoretical input administered during regular
academic sessions. This helps in creating Managers who are equipped with the
experience of linking the theoretical inputs with those of practical exposure and
come out with creative solutions / ideas in enhancing the business. In partial
fulfillment of MBA degree of Bangalore University I took up “Organization Study”
and a research project titled “Competitive Intelligence” at e4e BUSINESS
SOLUTIONS, Bangalore.
e4e BUSINESS SOLUTIONS headquartered at Santa Clara, CA, USA
was established in November 1999. Through its strategic business units it
provides BUSINESS PROCESS OUTSOURCING services to clients across
USA, EMEA (Europe Middle-East Africa) & APAC (Asia Pacific) from its delivery
centers.
TABLE OF CONTENTS
CHAPTER PART 1- ORGANIZATION STUDY PAGE NO.
1 BPO INDUSTRY PROFILE 1
1.1 Advantage India 7
2 TOP BPO COMPANIES 16
3 COMPANY PROFILE
3.1 Company Profile 17 3.2 Promoters 18 3.3 Board of Directors 21 3.4 Vision 22 3.5 Mission 22 3.6 Location matrix 23 3.7 Clients 24
4 SERVICES OFFERED
4.1 FINANCIAL SERVICES 25 4.1 A Loan Acquisition 27 4.1 B Loan Processing 28 4.1 C Verification Services 29
4.2 TECHNOLOGY SERVICES 30
4.2 A Technical Support 31 4.2 B Application structure 35 4.2 C Testing 38 4.2 D Software Engineering 39
4.3 HEALTH CARE SRVICES 40
4.3 A Provider Service 41 4.3 B Payer Service 43
5 MANAGEMENT TEAM 45
6 ORGANIZATION STRUCTURE 47
7 FUNCTIONAL DEPARTMENTS 48
8 SWOT 52 PART 2- Research Project
9 Part 2A- Research Background 55
9.1 NEED AND IMPORTANCE OF THE STUDY 56
9.2 PROBLEM STATEMENT 57
9.3 RESEARCH OBJECTIVE 58
9.4 LIMITATIONS 59
9.5 COMPETITIVE INTELLIGENCE 60
9.6 RESEARCH DESIGN 61
10 Part 2B- Research Findings 63
10.1 INFERENCE 74
10.2 SUGGESTIONS FOR FURTHER RESEARCH 75
11 BIBLIOGRAPHY 76
12 CHARTS 29,30,31 & 44
1. BPO INDUSTRY PROFILE
All about BPO
BPO or Business Process Outsourcing refers to the rearrangement of
entire business functions to some other service providers, mainly in low cost
locations. The service provider may be either self-owned or a third party. This
relocation or contracting out of business processes to an outside provider is
mainly to achieve increased shareholder value.
Some of the general services provided by the BPOs are Receivables and
Payables, Inventory Management, Order Processing, Budget Analysis, Cash flow
Analysis, Reconciliation, Data Entry, Payroll Processing, QuickBooks
Accounting, Financial Statement Preparation and Accounting Services. Some of
the web based services include live online sales and order entry, E-commerce
transaction support, Live online enquiry handling, Web Design/Development etc.
Here it is important to note that though BPO may include both IT
management and business operations. Business operations include relocating
functions such as payroll, accounting, billing or even real estate management to
a third party. Invariably all these business processes depend on IT but they are
separate from hard-core IT operations like data center activities or network
administration. An important facet of business process outsourcing is its ability to
free corporate executives from some of their day-to-day process management
responsibilities and duties.
BPO (Business Process Outsourcing) involves business process
management and outsourcing. Business process management uses technology
aimed at redesigning the process, reduce unnecessary steps, and remove
redundancies. On the other hand outsourcing uses expertise and resources of
dedicated outside service providers to perform many of these vital yet non-core
activities. BPO performs both the functions at the same time, thereby speeding
implementation and ensuring that the intended benefits really hit the bottom line.
Need For BPO
Benefits accrued as a result of outsourcing are numerous. BPO or
outsourcing is advantageous as it links to shareholder value. Business Process
Outsourcing is about optimizing business performance to attain value creation.
There has been a tremendous upsurge in BPO and outsourcing industry in many
developing countries like India because of their (BPO) expertise in reducing costs
while increasing service quality.
Another great BPO benefit is that it helps companies to focus on core
areas. Companies generally outsource processes to reallocate accountability and
control costs. Thus the management is in a better position to focus on core
areas. Outsourcing also helps companies to avoid capital expenditures, which is
in particular important in non-core areas that may need new systems and up
gradation. By and large, companies only want to spend money on core areas.
Reduction in costs is another BPO benefit. BPO provides quantifiable
benefits through improved efficiencies, lower overhead, reduced payroll and
benefit expenses, and fewer capital investments. Other BPO benefits include
assurance of best practices, skills, and technology. It is important to note that
BPO provides access to proprietary workflow systems, process reengineering
skills, and innovative staffing and delivery models, coupled with world-class
technology delivered by experts.
Productivity Improvements
An important facet of business process outsourcing is its ability to free
corporate executives from some of their day-to-day process management
responsibilities. Conventionally, executives spend 80 percent of their time in
management of details and only 20 percent on formulating strategies. But the
scenario is remarkably different when the business process is outsourced. Once
a process is successfully outsourced, the ratio can be easily reversed. In such
situations, executives get more time. This saved time helps them tremendously
to explore new revenue areas, accelerate other projects and focus on their
customers. This, beyond doubt, leads to productivity improvements.
Companies that outsource their business processes are often able to
capture new efficiencies and in the process improve upon their productivity. They
are in a better position to reallocate their resources to other important projects.
This also helps their employees to increase their efficiency and productivity. In
most cases, high-caliber subject-matter experts are brought in to design and
manage these processes. They bring with them increased productivity and years
of experience
that most companies don't have access to or can't afford on their own. Availability
of highly qualified skill pool and faster adoption of well-defined business
processes leads to productivity improvements without compromising on quality.
Cost Savings
One of the most important benefits and advantages of outsourcing the
business processes is in terms of cost savings. The companies that outsource
their work have the access to the best of talent and expertise in the BPO field
and that too at very low wages. Various studies have indicated that for every one
dollar invested in BPOs across India, the value derived by the US economy is
between $12-14. This is what makes the outsourcing to India an irreversible
process. It is a reality that the companies which have shifted their BPO work to
India have garnered savings of around 40-50% till now.
American BFSI (Banking & Financial Services Industry) companies have
saved more than $6 billion in the last four years by outsourcing their business to
India. It is a simple fact that if a bank shifts work of 1000 people from US to India
it can save about $18 million a year due to lower costs in India. Similarly, in the
field of pharmacy research and development, firms can reduce the cost of
developing a new drug, currently estimated at between $600 million and $900
million by as much as $200 million if development work is outsourced to India. In
the US/UK 67-72% of costs incurred by call centers are directly linked to man
power costs whereas call centers in India spend only 33-40% of costs on man
power. This includes spending on training, benefits and other incentives for labor.
Improved HR
Improved HR is another great advantage of outsourcing business
processes. Several market studies have shown that HR outsourcing can lead to
cost savings in the range of 20-40 percent for customers. It also leads to
improved HR. HR Business Process Outsourcing (HR BPO) is a market that has
experienced substantial growth over the past few years and is now set for even
more rapid expansion. This is based on the fact that gradually more companies
are looking at outsourcing transactions and processes to create a more
strategically focused HR function.
Clearly, companies all over the world are getting motivated to outsource
their HR processes and transactions to run their HR functions more efficiently,
free the HR function to focus on strategic people practices that drive growth and
add to the organization's long term success and facilitate their professionals to
add value to their business. Companies today, require complete domestic and
global HR delivery through systems and processes that can generate economies
of scale to reduce or eliminate their need to make future investments in quickly
outdated technology. Companies can save between 20-40 percent of their HR
costs, depending on their business priorities and the pace at which they want to
move.
Focus On Core Competency
Business Process Outsourcing gives tremendous help to the companies to
concentrate more on the core areas of their business. The most important factor
behind the growth in the BPO market world wide today is an increase in the
number of enterprises that are reviewing their internal operations in an attempt to
fully understand their true core competencies. In the process they are able to
focus more on their core competencies. Business Process Outsourcing gives
more freedom to the management to focus more time, energy, and resources on
building the company's core businesses. It is because the BPOs assume full
responsibility for managing the day-to-day back-office operations.
Once outsourcing of certain processes take place it becomes easier for
the company to compare and evaluate the efficiency and effectiveness of
services that are being delivered from outside and inside. This decision-making
process often includes an evaluation of the cost of owning technology - with its
associated support costs, that are not core to the enterprise (HR is one such
example). This trend is leading to an increased keenness to outsource processes
that are considered non-core, yet critical activities. These critical activities include
claims administration, HR services and payment services.
1.1 ADVANTAGE INDIA Today, India is undoubtedly the most favored IT/BPO destination of the
world. This raises the question why most of the big MNCs are interested in
outsourcing their operations to BPOs in India. The answer is very simple- India is
home to large and skilled human resources. India has inherent strengths, which
have made it a major success as an outsourcing destination. India produces the
largest number of graduates in the world. The name of India has become
synonymous with that of BPOs and IT industry.
Human Resource
Besides being technically sound, the work force is proficient in English and
work at lower wages in comparison to other developed countries of the world.
India also has a distinct advantage of being in a different time zone that gives it
flexibility in working hours. All these factors make the Indian BPOs more efficient
and cost effective. In order to meet the growing international demand for
lucrative, customer-interaction centers, many organizations worldwide are
looking to BPO India.
Availability of suitable human resources is one of those factors which have
made India one of the hotspots of BPO/IT industry. India is home to a vast pool
of human resources consisting of educated, English speaking, tech-savvy
personnel. Every year, approximately 19 million students are enrolled in high
schools and 10 million students in pre-graduate degree courses across India.
Moreover, 2.1 million graduates and 0.3 million post-graduates pass out of India's
non-engineering colleges. These figures very well give the idea of human
resources availability in India.
This great pool of human resources holds the key to IT/BPO destination
i.e. India. If the flow from high schools to graduate courses increases even
marginally, there will be a massive increase in the number of skilled workers
available to the IT/BPO industry.
Language
India definitely enjoys the benefits of a vast pool of skilled workers who
are proficient in English language. Most of the graduates have the knowledge of
English language. Thus, language is one of those factors which attract MNCs to
contract out their business operations to Indian BPOs and IT companies. Though
there are competitors like China which also have a large pool of skilled workers
but they don't have enough graduates who have command over English
language.
In addition to this the Indian education system also places strong
emphasis on mathematics and science. This has resulted into a large number of
science and engineering graduates. Mastery over quantitative concepts coupled
with English proficiency makes India one of the hot spots of the IT/BPO world. It
has enabled the India to take advantage of the current international demand for
IT.
Government Policies
The Indian government realizes that IT/BPO has the potential to influence
extensive economic development in the country. IT is now one of the top
priorities of the Indian government and favorable policies are being formulated to
extract maximum benefits from the industry. Here, we are highlighting some of
the government policies which have proved very beneficial in the growth of
IT/BPO industry. These favorable government policies have gone a long way in
making India a BPO/IT hub.
1. The reforms have reduced licensing requirements and made foreign
technology accessible. The reforms have also removed restrictions on
investment and made the process of investment easier. This has
tremendously helped the IT/BPO industries.
2. The Indian government is actively promoting FDI and investments from
NRIs (Non-Resident Indians). FDI can be brought in through the
automatic route, based on powers accorded to the Reserve Bank of
India.
3. In pursuance of liberalization and globalization, the Indian government
has been formulating and implementing more transparent and
investment friendly policies. This is now reflecting in many areas. Till
1994, DOT was the sole provider of basic telecom services in India but
the new telecom policy opened the field to the private operators as well.
It has made India one of the fastest growing countries in the field of
telecom.
4. Another significant example of the liberal policy of the Indian government
is the IT Act. The IT Bill passed in 2000 provides a legal framework for
the recognition of electronic contracts, prevention of computer crimes,
electronic filing of documents, etc.
5. In pursuance of the liberal policies, the Indian government has been
continuously proposing amendments in the Indian Evidence Act, Indian
Penal Code and the RBI Act. The mechanism of digital signature has
been proposed to address the issues of jurisdiction, authentication and
origination.
Infrastructure
Improved infrastructure is another important factor which has helped India
to achieve tremendous success in the field of IT/BPO. There has been
tremendous growth and improvement in telecom, power and roads infrastructure
in the last few years in India.
Relevant telecom facilities are an important precondition for the success of
the software and BPO industry. The Indian government has taken numerous
steps to improve the telecom infrastructure in the country. The international
bandwidth situation has improved dramatically over the last 3 years. The
privatization of the telecom Industry has resulted not only in significant drop in
rates but also better services. The telecom costs have dropped by about 85% in
3 years.
Similar changes have been observed in the power sector infrastructure as
well. Power availability has also improved dramatically over the last few years.
This has gone a long way in ensuring uninterrupted power supply to the IT/BPO
destinations like Bangalore, Delhi, Chennai, Bombay, Pune and Calcutta. In
addition to this state governments in India have undertaken reforms in the power
sector to improve power supply to ITES companies.
The overall roads and highways infrastructure scenario in India has also
witnessed major improvements over the last few years. We have now entered
the arena of multi lane highways. Most of the cities and towns are connected and
interlinked to each other. Major investments have gone into the development of
highways, both on the side of the central and state Governments.
Cost Effectiveness
Cost effective man power is yet another important factor which makes
India a hot spot of IT/BPO industry. With a vast pool of skilled human resources
ready to work at lower wages in comparison to the European or American
countries India is attracting business process outsourcing. In a call interaction
center operation, manpower typically accounts for 55 to 60 percent of the total
cost. Besides being cost effective, Indians are also skilled and fulfill all the
requirements of the IT/BPO industry.
In India, the manpower cost is approximately one-tenth of what it is
overseas. For example, per agent cost in USA is approximately $40,000 while in
India it is only $5,000. It is but natural that companies contract out their work to
cost effective destinations like India. India produces about 100,000 engineers
every year. These can be used in call centers for troubleshooting/tech support,
as the salaries are dramatically lower than in Europe or the US. In such
situations MNCs choose to outsource their business processes to cost effective
India rather than off shoring to other costly destinations.
Time Zone Difference
India has an 8-12 hour time zone difference with respect to the US and
other developed markets. It is of great advantage in BPO operations, which
offers reduced turnaround times, since processing services are performed at
night hours in the developed countries. India is able to offer a 24x7 services and
reduction in turnaround times by leveraging time zone differences. This
difference in time zone is because of India's unique geographic location. When it
is day in India, it is night in America and even as we go to bed, they rise and go
to work. This time difference has been intelligently brought to their advantage by
the call centers/BPOs.
Most of the Indian call centers servicing American customers have timings
between 5:30 p.m. to 9:30 a.m. This time zone difference benefits not only the
Americans but also the Indians. Not only does the time difference allow Indian
companies/BPOs/Call centers to service American clients by working in the
nights, it also helps in better utilization of their resources. The companies can
utilize the same resources to serve other clients in India and abroad during the
day. Thus the time zone difference also helps in sharing of resources which, in
turn, saves costs and also earns call centers better revenues.
Some Quick Facts about BPO Industry
1. The objective of the government policies has been to sustain competitive
advantages in human resource, telecom and other infrastructure areas.
2. The Indian IT-BPO sector (including the domestic and exports segments)
is growing at an estimated 28 percent in FY2007.
3. Banking, Financial Services and Insurance, and Technology (Hi-tech/
telecom) are the main verticals, accounting for nearly 60 percent of the
total; Manufacturing, Retail, Media, Utilities, Healthcare and
Transportation follow – also growing rapidly.
4. Abundant talent: India’s young demographic profile is an inherent
advantage.
5. Telecommunications infrastructure – the key elements of business
infrastructure required for running an IT-BPO operation have been
instrumental in supporting the growth of the sector.
6. Cost advantage, attributed to the wide differential in wage-costs and
productivity gains achieved by firms in sourcing from India, continues to be
a compelling driver of decisions to source services from India.
7. Laws such as the IT Act 2000, Indian Copyright Act, Indian Penal Code
Act and the Indian Contract Act, 1972 provide adequate safeguards to
companies off shoring work to US and UK
8. NASSCOM McKinsey report projects BPO exports at $25 billion in 2010
and direct employment at over a million persons
9. For every person who gets a BPO job, hundreds of friends, relatives and
neighbors are inspired and see hope, which channelises the energy of the
young to constructive purpose
10. In FY 07, the Indian ITES-BPO segment grew by 33.5% per cent
contributing USD 8.4 billion to the total software and services exports of
USD 31.4 billion.
2 TOP BPO COMPANIES NASSCOM’s Ranking of Third Party ITES-BPO Companies FY06-07
Rank Companies
1 Genpact
2 WNS Global Services
3 Transworks Information Services
4 IBM-Daksh
5 TCS BPO
6 WIPRO BPO
7 FirstSource Solution
8 HCL BPO
9 Infosys BPO
10 EXL Service Holdings
11 Citi Group Services
12 Aegis BPO Services
13 HTMT Global Services
14 24/7 Customer
15 Mphasis BPO
3.1 COMPANY PROFILE e4e BUSINESS SOLUTIONS headquartered at Santa Clara, CA, USA
was established in November 1999, promoted by Dr. Sridhar Mitta, Mr.
Somshankar Das and Mr. K B Chandrashekar.
Through its Strategic Business Units- Support Practice & Appli Structure in
Technology, Financial and Health Care it provides BUSINESS PROCESS
OUTSOURCING services to clients across USA, EMEA (Europe Middle-East
Africa) & APAC (Asia Pacific) from its delivery centers in
Phoenix, AZ, USA Hunt Valley, ML, USA Glasgow, Scotland
Kaulalumpur, Malaysia Bangalore, India Chennai, India
With sales support offices in Austin, Colorado, New Jersy and London.
e4e’s Policies are customer centric; decisions related to internal policies
are taken by respective department heads and that of external by operations. At
e4e customers form the top part of the organizational hierarchy followed by
people who interact with them and then by the rest of the organization. e4e is
being rightly rewarded with double digit revenue growth for its customer centric
policies with 3500 employees.
In the year 2000 e4e started mortgage outsourcing service. In the year
2006 e4e Business Solutions entered unto the Health Care Facility and in 2007
started off Chennai facility housing 1200 employees.
3.2 PROMOTERS
Mr. Somshankar Das President, CEO and e4e Founder
Somshankar Das (“Som”) is e4e's President and Chief Executive Officer
and co-founder. He has 31 years of experience in various roles in management,
High Tech and Venture capital businesses.
Prior to joining e4e, Som was a General Partner with Walden
International, a first tier global venture capital firm. At Walden, Som specialized in
semiconductor, software, IT service, and Internet infrastructure markets. Som
was instrumental in creating a portfolio of service companies including Mind Tree
Consulting, Techspan (acquired by Headstrong), Sierra Atlantic, WebEx
(NASDAQ: WEBX), and Unimobile. He also established the Walden India Nikko
Fund in 1998, the first technology focused Venture Capital fund in India.
Som has over twelve years of management experience in the US
semiconductor industry, and was actively involved in establishing Malaysia 's first
commercial silicon wafer foundry. Prior to joining Walden, he was Director for
Worldwide Business Development at VLSI Technology, Inc. and was previously
an Officer in the elite Indian Administrative Service in India for 11 years.
Som currently serves on the board of directors of Aztec Software, a public
company listed on the Bombay Stock Exchange in India .
Som holds an MBA from Stanford University and an MS in Physics and
Mathematics from Calcutta University.
Dr. Sridhar Mitta Managing Director, CTO & e4e India Founder
Dr. Sridhar Mitta, Managing Director and Chief Technology Officer of e4e
in India brings extraordinary technological and strategic depth to e4e. For over 30 years, Sridhar has been an internationally recognized expert
in the management of Research and Development in Information Technology. He
was the founder and CEO of Santa Clara, California based EnThink Inc. an
intellectual property design and licensing start-up for semiconductor building
blocks for Internet Appliances.
He was involved with Wipro Limited since its inception in 1980 and played
a key role in Wipro achieving technology leadership. As its Chief Technology
Officer and the head of Wipro's Global R&D he spearheaded strategies which
transformed the captive business unit into a profit center. He pioneered global
delivery of outsourced product development services to technology majors such
as Intel Corporation, Cisco Systems, Lucent Technologies, and Sun
Microsystems. Wipro became the highest valued company in India during his
tenure.
Sridhar holds a PhD and MS from Oklahoma State University; an MS from
the Indian Institute of Technology, Kharagpur; and an undergraduate degree in
Electrical and Communication Engineering from Andhra University, India. He is a
senior member of IEEE and Fellow of Indian National Academy of Engineering.
Mr. K B CHANDRASHEKAR Chairman of the Board
K.B. Chandrasekhar ("Chandra") co-founded and is Chairman of e4e Inc.
a global technology holding company and full-service operating enterprise. In
addition to his leadership role in e4e, Chandra is also a co-founder, CEO, and
Chairman of Jamcracker, Inc., an on-demand software company.
Serving since 1998 on the Board of Directors for Aztec Software and
Technology Services Limited, a publicly traded company in the Bombay Stock
Exchange, Chandra was appointed Chairman in 2004. He is actively involved in
assisting entrepreneurs and is currently associated with more than 20 projects in
which he has invested.
In 1990, Chandra moved to the United States as country manager for Rolta India,
Ltd., where he was responsible for business development, marketing, and
software consulting services. Chandra began his career in 1983 at Wipro, an
Indian information technology company, as a customer support engineer. During
his seven years with the company, he advanced through various sales,
marketing, and support functions including building highly available networks for
satellite applications and managing marketing for its European clients.
Chandra was born and raised in Chennai, India and holds a bachelor's
degree in Electrical and Electronic Engineering from Anna University.
3.3 BOARD OF DIRECTORS
K.B. Chandrasekhar
Chairman of the Board
Deepak Kamra
Director
William Melton
Director
Somshankar Das
President, CEO & e4e
Founder
Dr. Sridhar Mitta
Managing Director, CTO
& e4e India Founder
3.4 Vision To provide Business Value through Services
3.5 Mission
To be recognized as a Global Business Services Company, delivering differentiated services in our chosen vertical markets
3.6 LOCATION MATRIX USA
UK INDIA
3.7 e4e’s CLIENTS
4. SERVICES OFFERED
4.1 Financial Services
e4e provides financial services to more than 100 big and small clients
helping them to reduce costs, improve profit margins and enhance process
efficiencies. Our real success is rooted in one overarching idea - continuous
improvement of our customer’s experiences, profitability and process efficiency.
Mortgage Industry today
Mortgage brokers and lenders are facing three major challenges -
unpredictable demand, crowded supplier market and higher regulatory oversight.
As a consequence more brokers are chasing a small number of loans and
lenders have to deal with higher risk and declining profit margins.
Competing in this environment requires brokers and lenders to reconsider
their business strategies to acquire more customers, reduce application
processing costs and time, reduce capital risk and overheads, and achieve
regulatory compliance.
MORTGAGE SERVICE Delineating the mortgage outsourcing industry
Since 2000, when e4e started out into the mortgage outsourcing business,
e4e has helped more than 100 big and small clients reap the benefits of
investments in business
Process development, technology and staff, all of which reduce costs, improve
profit margins, and enhance process efficiencies.
In the past 2 years, e4e has closed and serviced over $16 billion in
mortgages. e4e has continuously added layer upon layer of sustainable expertise
to their internal processes and technology, keeping in mind each client brings its
own unique challenges and specific needs.
Our unique global mortgage-outsourcing model is the solution that can
help you achieve the benefits of outsourcing while keeping your costs at the
lowest.
4.1 A Loan Acquisition
Tele sales Loan Acquisition
1. Increase your loan pipeline
2. Live transfers of interested applicants ensure higher loan closure rate
3. Pay for performance. You pay only for each lead delivered
4. Relevant information for each qualified lead transferred to loan officer
5. We offer flexible programs to suit your requirements
Live transfers of qualified leads to Loan Officers
In house center to offer Guaranteed Quality
Exclusive Leads for every client
Tele sales with Do Not Call compliant lead lists
4.2 B Loan Processing
e4e offers loan processing services around the clock with quick
turnaround time. Now you can close more loans, focus on your customers and
reduce your loan processing time and cost by half by benefiting from e4e’s fast,
cost effective loan processing.
Application Management Vendor
Management
Verification Services Customer
Management
Doc review Verification Services Doc Prep Post Close Audit
Mortgage Verification Employment Verification Insurance Verification Payoff Verification Bundling Support
Inference with: Appraisal Company Title Company Flood Service Company
Inbound Call Centre Support Email/Chat Support
4.3 C Loan Verification The value proposition for the customer is unique. Unlike automated
verification companies that charge high prices and only verify less than 15% of
those presented, we are the lowest price per verification and complete over 80%
of all requests in 3 business days.
Payoff Verification Asset Verification
Employment Verification
Mortgage Verification Insurance Verification
Verification
Services
4.2 Technology Services
e4e’s Technology Services spans the process of developing, testing as
well as management and deployment of business applications. It also includes
ongoing technical support for enterprise and consumer users. e4e’s technology
services tie in closely with our business process offerings so that companies IT
assets are leveraged to deliver what they are intended to – More Business Value
for less cost.
4.2 A TECHNICAL SUPPORT - e4e addresses 2 important markets for
technical support
1. Enterprise technical support
There are several products, applications, services deployed in critical
infrastructure in large enterprises. These products, applications, services are
used by sophisticated and technically sound staff like network administrators,
system administrators, software administrators. When they seek technical
support, they expect to talk to a product and functional specialist capable of
understanding their issues in a comprehensive manner and someone who can
provide diagnostic and remedial help.
When the products, applications, services are down, usually it’s a
business or mission critical situation.
The transaction volumes are comparatively less in an enterprise technical
support scenario, but each call could be of extreme importance to the vendor.
e4e today supports several leading consumer electronics, computer and
software vendors in this market segment.
2. Consumer technical support
There are products, services, applications that are used by the end user.
These are used by people who are less sophisticated technically. The volume of
end users could be very high and they must be generating a large volume of
transactions for technical support.
e4e today supports several leading consumer electronics, computer and
software vendors in this market segment.
TECHNICAL SUPPORT SERVICE OFFERINGS ARE:
1) 24x7 Level 1 to Level 3 technical support
a) Level 1 support is defined as the first point of contact for a service request.
Level 1 technical support typically includes the following support activities:
Answers to 'how-to' and navigational questions, resolution of simple
product problems, troubleshooting of technical problems (including
connectivity, configuration, etc.), administration (password resets, etc.),
diagnostic processing and gathering of technical troubleshooting
information, escalation to Level 2 for problems which cannot be resolved
at Level 1, and case ownership to resolution
b) Level 2 support – escalation handling from Level 1
c) Level 3 support – simulation and interaction with engineering
d) Offered through multi-channel – voice, web, mail, chat
e) 24/7
f) Globally – US, EMEA, APAC
2) Self-Service
a) Establish the self-service platform
b) Create the self-service content
c) Ongoing management including continuous creation of content
3) Support Integration Testing:
a) Establishment and maintenance of QA (Quality Assurance) lab
b) QA (Quality Assurance) and Testing services
c) Down-streaming the knowledge to L3,L2,L1 staff
4) Duty Management
a) Client specific escalation management including direct issue handling with
the end clients on specific executive escalations
5) Content Management
a) Case analysis and content creation
b) Updates into the self-service portal
6) Technical Account Management
a) Executive technical relation with large clients for specific and tailored
support solution
7) Analytics
a) Business and usage analytics towards improving
(a) support processes
(b) products
(c) revenue
8) Tools:
a) Self service (no Hold, Right Now)
b) Case management (Right Now)
c) Knowledge management (Right Now)
d) Chat (Right Now)
e) RMA (Risk Management Association) management
f) CSAT (Customer Satisfaction) management (Service 800 or in house)
4.2 B APPLICATION STRUCTURE 1) APPLICATION MANAGEMENT
ERP (Enterprise Resource Planning) implementations provide a backbone
of shared data. This backbone supports a whole range of information-enabled
services that business users request from the IT department. Ideally, this ERP
backbone would do its job quietly in the background with minimal intervention. In
reality, IT departments invest huge resources in the care and feeding of their
ERP systems. In many cases, the diversion of resources is so great that it
severely constraints IT's ability to deliver new services to business users. As a
result, the overall return on investment that IT can deliver is undermined and
competitive advantage is eroded. e4e’s Application Management Services are
designed to cost effectively offload a broad range of application management
responsibilities. AMS offers considerable cost savings and enables staff to focus
on meeting core business requirements.
Services can be delivered through various modalities including fixed cost,
fixed deliverables, and service level agreements. Services packages can include:
application maintenance, support, development, training and providing
specialized expertise knowledge transfer and transitioning are key issues for any
outsourcing agreement. These services can be scaled up and down depending
upon varying requirements All confidential information remains on site e4e AMS
is delivered using the most sophisticated available collaborative project
management technology to provide completely transparent review and control of
highly distributed projects. e4e take on tedious and time consuming tasks.
Client’s staff has new bandwidth to take on business critical challenges
that can deliver competitive advantage IT staff can get ensnarled resolving
arcane application management problems. Application maintenance is an
unproductive diversion for companies; it is e4e’s core competency.
2) INFRASTRUCTURE MANAGEMANT
With today’s IT organizations constantly focused on reducing the
operation costs and maximizing ROI to the business, IT has become a
competitive advantage. Organizations are challenged to demonstrate and
maximize the value of IT and ensure that the applications and services are
available, all the time, on a 24/7 basis. e4e’s infrastructure management services
provide an unprecedented visibility into the service quality and health of the IT
environment by continuously monitoring critical applications, services and
underlying infrastructure on 24/7 bases. Using e4e’s remote management
services, customers are able to identify and resolve infrastructure problems
before they can adversely impact business and reduce overall cost of operations
Your IT infrastructure is at the heart of your business. System failures and
slow-downs can diminish productivity; reduce customer satisfaction and possible
even loose business!
4.2 C TESTING
Different tests use different dimensions, or characteristics, to measure
product quality. Here are some of the tests that e4e perform by adding
customized tests to meet clients specific requirements
i) functionality and regression testing
ii) configuration management testing
iii) robustness, reliability, and security testing
iv) logo compliance and certification testing
v) compatibility testing
vi) Interoperability/integration testing
vii) globalization /localization /user interface/ accessibility
4.2 D SOFTWARE ENGINEERING
The e4e Group's heritage lies in the world of software engineering
services. Since the high technology vertical is one of our focus areas, e4e has
aggressively built out a strong capability in the area of developing, testing and
maintaining software products and platforms. This capability directly leads to help
both Independent Software vendors (ISVs) as well as enterprises seeking to
modernize and streamline their business operations through the deployment of
Internet based technologies. Our knowledge of working with ISVs' product
development programs give us great insight into how these products get
deployed in enterprise environments. This gives us the ability to develop and
offer solutions based on a marriage of our technical skills and domain
knowledge. e4e has the technical skills, mature processes and methodologies
and the track record to help ISVs implement their product road maps over time in
an efficient and cost effective manner. This significantly contributes to the
competitiveness of ISVs by ensuring rapid introduction of reliable products to
their target market segments.
In the case of enterprises, the traditional challenge facing management
has been - how to align, in a cost effective and timely manner, the capabilities of
modern internet based technologies to the business goals and challenges of the
enterprise in an internal environment populated with legacy systems. In house
teams by themselves find it difficult to raise to these challenges, given the need
to maintain existing systems, the pressures of day to day operations and the
comfort associated with doing things the old way. e4e can, in a partnership
mode, work with enterprises, to understand their business imperatives and
partner with their IT and business groups to find innovative solutions designed to
increase their competitive posture.
4.3 Healthcare Services
e4e Healthcare Services is a company dedicated to providing a suite of
practically managed Health Care solutions to the nation's payers and providers of
health care services. This suite of solutions is equally applicable to managed
health care plans, self-funded employee benefit programs, and health care
provider networks. e4e Healthcare Services has amassed valuable experience in
offering turnkey, unbundled and ASP (Application Service Provider) services to
customers in multiple states.
e4e provides 2 kinds of services in healthcare
4.3 A PROVIDER SERVICE As managing ones practice’s financial performance continues to be
a significant challenge, it is more important than ever for Medical Service
Providers to have the ability to establish and maintain strong positive cash
position. The sheer complexity of today’s industry’s operating process creates
an environment where it is difficult to collect all that medical service providers
are owed for the services they have to provided. At times it seems as if each
industry stakeholder that they deal with has their own unique set of rules and
processes designed to obstruct the smooth running of ones practice. In the
past the answer was to hire staff that had the experience to navigate these
treacherous waters, however today it is almost impossible to find experienced
staff and even when you are successful, retain them.
e4e Healthcare Solutions has the answer.
REVENUE CYCLE MANAGEMANT CYCLE SERVICE
CODING
REVENUE RECOVERY
CHARGE CAPTURE
PAYMENT POSTING
RECEIVABLE FOLLOW-UP
4.3 B PAYER SERVICES
Transaction processing
1) Eligibility Tracking and Verification
2) Initial and ongoing enrollment of groups and members/benefits
3) Ongoing maintenance of group and member demographic data
4) Coordination of benefits including TPL/COB
5) On-line provider access to eligibility and benefits through
PRIMEridian DIRECT® and voice response technology
6) Referral Processing
7) On-line referral processing/authorization services through
proprietary PRIMEridian DIRECT® and voice response technology
8) Claims Payment
9) Electronic as well as paper collection of claims
10) Imaging/OCR and processing of claims
11) Adjudication of claims based on eligibility/ benefits/ authorizations/
fee schedules
12) Generation of checks and EOP/EOBs
13) Administration of opt-out benefit plans (dual and triple option)
14) Provider on-line claims payment status access through proprietary
PRIMEridian DIRECT® and voice response technology
15) Full claims inventory/workflow reporting
16) Capitation administration
17) Capitation file maintenance and payment processing
18) Integrated capitation and eligibility reporting
19) Plan member management
20) Quality and Utilization Management
21) Development/implementation of quality and utilization management
programs to NCQA standards
22) Implementation of referral guidelines
23) UM and QM Committee Administration
24) Full prior authorization/pre-certification review process with auto
approval or review of all requests for referral authorization
90%+ authorization turn-around in 24 hours
25) Regulatory compliant auto-generated notices/letters sent to
providers/patients
26) Case management and concurrent review of inpatient stays
27) Review and tracking of all member grievances, responses, and
intervention
28) Comprehensive reporting of outpatient/inpatient utilization/quality
statistics
29) Customer Services
30) Personalized client toll free number for immediate connection to
customer service representatives
31) Full member services including member outreach in the resolution
of concerns and other activities
32) Customer services reporting / trending by product, provider, etc.
5. MANAGEMANT TEAM
Somshankar Das President & CEO, e4e Founder
Dr. SridharMitta Managing Director, CTO & e4e
India Founder
Murrali Rangarajan Chief Operating Officer
Steve Kuntz Executive Vice President,
Strategic Sales
Anand Talwai
Executive Vice President, Quality
& Strategic Initiatives
Narasingarao Dataram Executive Vice
President, Strategic Operations
Sridhar Turaga Vice President, Solutions
& Strategic Accounts
Siv Thiyagarajan President, Tech Support Services
Vaibhav Tewari
President, India Operations Geoff Smyth
President, Financial Services &
Health Care Services
Ravi Shankar Chief Financial Officer
Ranjan Guha President AppliStructure
Gokul Agarwalla Business Development
Dave Walsh Business Development
Sonali Singh, Vice President, HR
Alok Sharma, Vice President, Finance
MOHAN KUMAR, Vice President, Quality
KRISHNA KUMAR, Vice President, Technical
GANESH KUMAR, Vice President, Operations
SUDESH, Vice President, Administration
President & CEO
Managing Director
Chief Operating Officer
Vice President HR
Vice President Finance
Vice President Quality
Vice President Operations
Vice President Technical
Vice President Administration
Manager
Manager
Manager
Manager
Manager
Manager
6. ORGANIZATION STRUCTURE
7. FUNCTINOAL DEPARTMENTS
HR Objective:
1. To maintain good relation between employer and employee
2. To maintain good industrial relations
3. To recruit right person and employees right number of employees
4. To help individual development
Functions: 1. Recruitment
2. Job analysis and job description
3. Promotion
4. Training and development
5. Wage and Salary Administration
6. Rewards and incentives.
7. Benefits and employee services
8. Safety
9. Grievance and Grievance handling
10. Discipline and disciplinary actions
QUALITY Objective:
1. Process improvement
2. Cost reduction
Functions:
1. Technical support to agents & departments in general
2. Administrative & maintenance of department in general
3. To provide feedback
4. To check for standards
5. Automates key processes to enhance their efficiency
6. Assures effective implementation of defined processes, frameworks
and methodologies applicable to software, business and support
processes
7. Facilitates measurement of customer satisfaction
FINANCE
Objective:
1. Effective and focused business planning
2. Facilitating budget and revenue sign-offs by units with interlocked
targets
3. Providing Accounting Services, Statutory Compliance and Business
Process Facilitation, Investor Relations, and Corporate Governance
related services
Functions:
1. Billing and Collection
2. Financial Accounting
3. Budgeting and Reviews
4. Statutory Compliance
5. Corporate Governance
6. Secretarial
7. Retail Investor Services
SALES OPERATIONS Objective:
1. Support to sales team
2. For sales acceleration
Functions:
1. Pricing
2. Documentation
3. Presentation
4. To align sales operations with market dynamics
8. SWOT
STRENGHTS 1. e4e with 3500 employees 2. The management takes quick decision 3. Flexibility related to client relations 4. Innovation in terms of technology and business
development standards 5. Any level of management is accessible by clients for
better service 6. Risk Taking Ability
WEAKNESS 1. Its organization size when compared to that of its
competitors 2. The management is less automated 3. Attrition- Employees gain experience & skip job to other
companies 4. Fragmented functional offices
5. High training costs
OPPORTUNITIES 1. Huge Market 2. Inorganic Growth 3. Need for companies to focus on core competency 4. Benefits of cost cutting 5. Talent pool
THREATS 1. Captive Centers- have their own advantages related to
security of data and patents 2. International Players with huge organization size 3. New low cost destinations like Philippines, Australia, China
and Ireland 4. Federal Laws- lawmakers in US object off shoring BPO
services fearing job crunch 5. Corporate Espionage- obtaining confidential data of
competitor companies illegally 6. Mergers and Acquisition- competitors slice a significant
sector of the market pie inorganically 7. Near Shoring- involves economic benefits of offshoring with
cultural, linguistic and geographical similarities 8. Domain Specific Service Providers would be first choice of
BPO clients 9. Multi Location Off shoring to ensure uninterrupted services 10. Expansion of domestic BPO industry
PART 2- RESEARCH PROJECT
9. PART 2A- RESEARCH BACKGROUND
9.1 NEED AND IMPORTANCE OF THE STUDY
Given the INDIA ADVANTAGES of providing BPO services to global
customers, a company like e4e (which is BPO services domain expert) seeks to
stamp its presence as a BPO player. As an endeavor in this direction the
company is pursuing an effective marketing technique in the BPO domain in
order to slowly transform into a TOP BPO player.
Hence a COMPETETIVE INTELLIGENCE research was carried out in this
regard to identify the competitors, their business processes and to align the sales
requirements to that of market dynamics and to add in new clients to the list of
existing clients, thereby leveraging the respective competencies to be a dominant
player in the future.
Hence the need for the study assumes crucial importance in this direction and as well provides knowledge for the researcher.
9.2 PROBLEM STATEMENT
1. To identify competitors
2. To know about their business processes
3. To know about their clients
4. To know about their clients vendor managers
9.3 RESEARCH OBJECTIVE
To gather information about e4e’s competitors based in Bangalore,
Chennai and Hyderabad who provide technical and/or customer support services
to international clients.
By information we mean the clients name, the product support give to
them and about the vendor manager.
9.4 LIMITATIONS
1. Research investigations are beset with time and resource constraints.
2. The authenticity of the research matter is based on the information given
in the portals of the companies.
3. The information which we have considered from the portals might be given
to mislead.
4. The researcher had no idea as to the sample size or number of the
company websites to be visited as the basis of clustering was on
geography.
9.5 COMPETITIVE INTELLIGENCE
Competitive Intelligence (CI) is both a process and a product. The process
of Competitive Intelligence is the action of gathering, analyzing, and applying
information about products, domain constituents, customers, and competitors for
the short term and long term planning needs of an organization. The product of
Competitive Intelligence is the actionable output ascertained by the needs
prescribed by an organization.
Key points of the definition:
1. Competitive Intelligence is an ethical and legal business practice. (This is
important as CI professionals emphasize that the discipline is not the
same as Industrial espionage which is both unethical and usually illegal).
2. The focus is on the external business environment.
3. There is a process involved in gathering information, converting it into
intelligence and then utilizing this in business decision making.
The term is often viewed as synonymous with competitor analyses but
Competitive Intelligence is more than analyzing competitors — it is about making
the organization more competitive relative to its existing set of competitors and
potential competitors. Customers and key external stakeholders define the set of
competitors for the organization and, in so doing, describe what could be a
substitute for the business, votes, donations or other activities of the
organization.
9.6 RESEARCH DESIGN
Type of data: Secondary
Data collection: Through Internet
The method best suited for our research objective is through internet as data
related to business processes are considered confidential in organizations
and can be obtained only through internet.
Websites like www.bpoIndia.org and others provide list of BPO companies in
India and their web link, so logging on to these company websites and by
clustering this huge database of companies on the basis of the location and
services which we are looking for would serve the net based search.
Part 2B- Research Findings
10. RESEARCH FINDINGS
VENDOR MANAGERS INFORMATION
COMPANY VENDOR MANAGER(S)
NAME WEBPAGE
Accel Ltd. Mr. Tim Vroman, CFO,
Cypress Care http://www.cypresscare.com/company_bios_tim-vroman.htm
Aditi
Technologi
es Pvt.,
Ltd.
Mr.Paul Maritz, Founder
and CEO. Seattle, USA. http://www.picorp.com/about/execbios.htm
Mr. Sayee Gurumurthy http://www.infospace.com/
Beyond
2000
Technologie
s
Ms Lisa Leal, Manager,
Padre South Hotel, Texas http://www.spichamber.com/listings.php?subid=113
crossdoma
in
Mr Gary Mann, MD cabrinda
business service http://www.cob.ohio.edu/cms.aspx?cid=1819
Congruent
Solutions
Mr. rachel Ahields, dir. of
tech. moving.com
http://www.zoominfo.com/people/Shields_Rachel_1126180773.as
px
Mr. Ariel Spivak, RedPill
solutions http://www.redpillsolutions.com/rp_about02_ariel.asp
Mr. Ren Mohan, CTO ,
Intelligenxia http://www.intelligenxia.com/company/management.htm
Dr. Bobby Kurshan, CTO ,
Get A Clue http://www.fablevision.com/
Mr. Kraig Robson, President http://www.isodynamic.com/web/about_news_10_16_2001_3.htm
Mr. Terry Fry, principle
consultant http://www.nexant.com/about/about-manag.html
Fortune
Infotech
Mr. Thomas M Romanowski,
Snr. VP, (operations) DIT Inc.
Ms Marilyn Marriott
http://www.ois.com/corporate/corp-1-2.asp
Mr. Gary J Arnold http://www.zoominfo.com/people/Arnold_Gary_101730201.aspx
Dr. Keith Campbell, MD
Trinity Occupational health http://bmi.stanford.edu/alumni.htm
htc
software
deve.
Centre
Mr. Thomas Tisko, Vice
President-Business
Operations
http://www.bullseyetelecom.com/ExecutiveBios.aspx
Medsoft
India Pvt
Ltd
Dr. Jeffrey P. Allerton M. D,
FACP
http://www.guthrie.org/FindAPhysician/Physicians/default.asp?DO
C=1684
Dr. Susan O’Donnell, NRC
Institute for Information
Technology
http://iit-iti.nrc-cnrc.gc.ca/personnel/odonnell_susan_e.html
Mainstay
Mr. Simon Blackburn Head
Of Customer Service at
THUS plc
http://www.linkedin.com/pub/0/878/573
Rhombus
Mr. Kim Brown,Senior
Manager,financial
processing,Reedy Creek Plaza
932 Maynard Road #107
Cary, NC 27519-3251
919-677-3874 phone
919-677-3875 fax
Service Offered - Call Center
Services
http://www.fprocessing.com/
Mr. Mike Rosenthal,siteler
wash, 950 high school
way,#3113 mountain view,
CA, 94041.Service Offered -
Call Center Services
http://www.sitelerwash.com/
Mr. Marianne
Houlahan,Regional
Director,REALTY
EXECUTIVES of Northern
California Inc.,.SERVICE
OFFERED Mortgage Loan
Management
http://www.realtyexecutives.com/
Mr .Thomas howard
recruiting,CA, USA http://www.howardrecruiting.com/
Dr. Chanda kale , - New
York, USA (917-881-3048)
Service Offered - Patient &
X-ray Management For
OrthoDentists
Source 1
HTMT
Mr. Brett Flinchum - Director
Customer Operations Covad
Communications
http://www.linkedin.com/pub/0/A4/547
Mr. Carla Navallo - Former
Senior Project Manager;
Consumer Affairs,Bristol-
Myers Squibb,
www.bms.com/
COMPETITORS AND CLIENTS INFORMANTION
COMPANY CLIENT(S) / COMPANY
NAME CLIENT(S) WEBPAGE
Accenture Deutsche bank
AOL Member Services
Adarsh solutions http://www.adarshsolutions.com/swde
vCli.html
Allsec
Ajuba Solutions (I) Pvt Ltd.
All Zone Management solutions http://www.acermed.com/
Ambal technologies http://www.ambaltech.co.in/Clients.ht
m
Amtexsystems http://www.amtexsystems.com/html/pr
ofile/clients.htm
Accu-Swift
Acuserv
Aditi Technologies Pvt., Ltd. ALL CLIENTS http://www.aditi.com/clients/clients.htm
Docusign http://www.docusign.com/about_us/m
anagement_team/
smartcontractor http://www.smartcontractor.ca/
Aegis
Aegis IT Solutions
Affiliated Computer Services
(ACS)
Anjani Solutions
Arithma http://www.zeetaa.com/arithma/Detail/
OurClients.asp
Ascendas Pte Ltd. http://www.ascendas.com/home/custo
mers/customers.html
Affiliated com. Serv. Of India
B2K Corp
Bizprout Corporate Solutions Pvt.
Ltd.
http://www.bizprout.com/valueclients.h
tm
Beyond 2000 Technologies
http://www.bytindia.com/clients.htm
http://www.safetec.com/contactus.htm
http://www.ecotec.com.cn/index.html
Benelus Technologies Pvt Ltd
Brigage
Bharathi MediScribe Pvt. Ltd.,
Business Process Services
International (BPS)
CBay Systems
Cosmic Internet Technologies
Solutions Pvt. Ltd
crossdomain
Customer Focus Services http://ipsmarx.com/
cambridg
CLI3L e-Services
Client Outsource
Chakkilam Infotech Ltd http://www.chakkilaminc.com/clients-
partners.html
Cherukuri BPO
Clove Technologies Pvt Ltd http://www.clovetech.com/testimonials
.asp
Computech Enterprise Solutions
Core software Pvt Ltd
Ceequence
Chrysalis
Core Software
calibere point
DCS BPO
Desss http://www.desss.com/testimonial.htm
Dprocessing Services
DECCAN MULTISOURCING
PRIVATE LTD
Easiprocess http://www.easiprocess.com/jhl.aspx
Elsoft Technologies Pvt Ltd http://www.elsoftech.com/clients.htm
Endevour info services pvt ltd
Edit support
Epi Source Pvt Ltd
eStreet Inc
E2E Serwiz solutions Pvt Ltd
Elico Ltd
eFunds
Electronic Technology Systems http://www.ets-
india.com/customers.htm
Espire Infolabs
Far BPO
FirstSource
Gleam info services
Gold Stone BPO services http://www.goldstonetech.com/compa
ny/clients.htm
Great9 Infoservices Private
Limited
GOLPORE IMS http://www.gloporeims.com/le
adership.php http://www.gloporeims.com/index.php
Greynium Information technology
pvt ltd
http://www.greynium.com/clients/testi
monials.html#david-scuolaz.com
GSS America http://www.gssamerica.com/ourclients.
html
genuk
htc software deve. Centre http://www.htcinc.com/website/insidep
age.asp?page_id=46
HCL
HTMT
i-Data NTTF Integrated Services (Pvt.)
Ltd
i-SmartCAD Solutions
I GATE Royal Bank of Canada (RBC) http://www.igate.com/clients.htm#top
Radian Group
ING Vysya Bank
Kwik-Fit Insurance
Garlock Sealing Technologies
Immaculate
Indecomm global services
Intelnet global solutions
iTech Workshop
i-Spectra solutions
InfoSearch Services BPO Pvt Ltd
Infotronics Pvt. Ltd
Integrated Software Solutions Pvt Ltd http://www.iss-global.com/clients.html
I QUEST SOLUTIONS
iBridge BPO
InfoVision Group http://www.infovisiongroup.com/lufthan
sa.html
http://www.infovisiongroup.com/airtel.h
tml
http://www.infovisiongroup.com/whirlp
ool.html
InteGlo
Inter World Contact Center
InterCall
IQ BackOffice
iTouchPoint Technologies
Jiva Infotech
KNOAH
Manthan Services
Macro Infotech Pvt Ltd
Mysoft International Pvt Ltd
Mphasis
media plus infotech http://www.mediapulsetech.com/html/c
lientele_international.htm
McLansSys http://www.mclansys.com/testimonials.
htm
NetraScribe
NetEdge http://www.netedgecomputing.com/clie
nts/case-studies.aspx
OKS Group http://www.oksgroup.com/en/featuredc
lients.asp
Planet soft http://www.planetsoft.com/projects.asp
Quest infomatics pvt ltd volvo USA http://www.questinformatics.com/html/
clients.htm
Quscient Business Services
Revons IT Solutions Pvt. Ltd
Raasi Callnet
Rhombus ALL CLIENTS INFO http://www.rhombustechnologies.com/
main.asp?page=ourclients
ce productions,Service
Offered - Call Center Services
- B2B Telemarketing to Real
Estate Agents
http://www.ceproductions.com/
Flyontime Inc. NY, USA
Service Offered - FlyOnTime
Application
http://www.flyontime.com/
Leeper Appraisal, LA, USA
Service Offered - Intranet For
Real Estate Appraiser
http://www.leeperappraisal.com/
mortgage advisory council
of america, Service
Offered - Web Application
http://www.mortgageadvisorycouncil.c
om/
SerWizSol
Slash Support
Source 1 HTMT
Brett Flinchum - Director
Customer Operations Covad
Communications
http://www.linkedin.com/pub/0/A4/547
Carla Navallo - Former Senior
Project Manager; Consumer
Affairs,Bristol-Myers Squibb,
www.bms.com/
consumer electronics industry http://www.source1htmt.com/clients/co
nsumer-electronics.html
covad www.covad.com/
prestigebrands www.prestigebrands.com/
medtech Inc http://www.medtech-grp.com/
blockbuster http://www.blockbuster.com/
Sutherland Global Services
Syndrome Technologies
Skyes
Sundaram Business Solutions
Subhashree infotech australian clients http://www.bpo.shree.co.in/clients.htm
Smart Bridge Solutions Pvt Ltd
SSPS Pvt Ltd
Swaraj Comm Technologies Pvt Ltd indo soft international http://www.vertexcs.com/
servion global solutions
Topsy systems Pvt ltd http://www.topsyssolutions.com/Custo
mers.htm#DC
Transworks
Tandem Consulting Pvt Ltd http://www.tandemconsulting.co.in/clie
ntele.htm
Trivent systems
TeamWorks Softech Pvt Ltd
Thrinaina Informatics Ltd.
Tracobi Healthcare Services http://www.tracobi.com/html/industry-
links.htm
Talisma
Vee Technologies
Vennar Soft, Inc
Viteos
Varisoft technologies
Vital BPO Pvt Ltd http://www.vitaltech.biz/clients.html
Vasuki Technologies
Vinstel
Vyom Labs
Wipro
Xceed Service Support
24/7 Customer
Basis of clustering for SECONDARY DATA SEARCH Verticals – technical and/or customer support service Location – Bangalore / Chennai / Hyderabad
10.1 INFERENCE
1. 142 companies identified that provide similar service as e4e do
2. 11 companies vendor managers information obtained
3. 26 vendor managers information obtained
4. Database of secondary data search with regards to this research is
prepared which would aid in further such research
5. Information related to clients are maintained very confidentially in
organizations
6. Understand the various facts of business development in the BPO industry
with ground realities
10.2 SUGGESTIONS FOR FURTHER RESEARCH 1. Further research can be pursued by the organization in this field either by
themselves or by employing future management trainees or by
outsourcing it to contract research organizations.
2. Our efforts would bare more fruit if data related to e4e’s clients are
maintained confidentially in the portal
3. For management trainees it could be a new concept so training about the
approach to gather information would prove effective
11. BIBLIOGRAPHY Internet
www.linkedin.com
www.e4e.com
www.bpoindia.org
www.nasscom.org
www.callcenterdirectory.net
www.bangalorebest.com
www.zoominfo.com
www.theoffshore100.com
www.google.com
www.doorsrecruiting.com
www.freshworld.com
www.wikipedia.com
MPBIM Library Books
1. BPO Industry Report By Business World
2. Practical Project Management By R.G. Ghattas & Sandra L. McKee
Magazine
1. The Smart Manager
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