minacs corporate presentation

Aditya Birla Minacs Capabilities

February 2009

Corporate Overview

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About Aditya Birla Minacs

• Privately owned by Aditya Birla Nuvo and Canadian private investment firm Reichmann Hauer Capital Partners

• Approximately 13,000 employees across 30+ sites worldwide, providing services in over 40 languages

• Customized, scalable solutions in the areas of: – Contact centers/customer relationship management

(CRM)

– Integrated marketing services (IMS)

– Knowledge process outsourcing (KPO)

– IT and technical services

• Servicing 15 Fortune 500® companies

• Core Competence in financial services, manufacturing and telecom

• Among Top 4 BPO: NASSCOM Ranking 2008

• Certified to COPC-2000 (Release 4.0), ISO 9001:2000 and ISO 27001

2/24/2009 Slide 3Confidential

RevenueRevenue

US$ 28 bnUS$ 28 bn

• Trusted household name—among the largest and most reputed industrial Conglomerates from India

• Businesses:

• Cement, Rayon, Carbon Black, Chemicals, Non-ferrous metals, Fertilizers

• Insurance, Telecom, Financial Services, Retail, IT, BPO

• Global Sourcing

• 100,000 employees of 25 nationalities

• Global listings

• Judged as ‘Best employer in India – 2007’ by Hewitt-Economic Times & Wall Street Journal Study

• Community Initiatives – Reaches out to 7 million people in 3700 villages in developing countries. Focus areas -health care, education and sustainable livelihood. Runs 45 Schools and 18 Hospitals

Aditya Birla Group - Overview


Minacs is proud of the industry awards we have won,but even prouder of the awards we have helped our clients win.

Minacs Accolades• 2008— Dataquest (annual Top 20 BPO listing)—

ranked as India's #2 BPO company • 2008—American Honda Premier Partner

Award—for excellence in quality, value, customer service

• 2008— NASSCOM—Minacs ranked #4 among top 15 Indian BPO firms

• 2008— Vendor of the Year Award—MBNA/Bank of America (UK division)

• 2008— IAOP and FORTUNE® Magazine Global Outsourcing 100

• 2008— Best 10 for revenue growth and sales and marketing industry focus

• 2007—Vendor of the Year for Bank Of America, UK

• 2007—Innovation Award by CIO magazine—N. Gajapathy, CIO Asia, awarded the CIO 100

• 2007—Everest Research Institute—identified as a key supplier competing successfully globally

• 2007—Business Today magazine—ranked among top 20 companies in India to watch in 2007

Client Accolades• Minacs is held in high esteem by its clients — Of our more than 50 marquee

clients, 15 appear in the Fortune 500 list and 90% think we are as good or better than other providers they have used (according to the November 2008 client satisfaction survey).

• Major U.S. financial services client• Ranked #1 for customer satisfaction in a Group 5 Shareowner Services

survey• Global consumer electronics client

• Ranked #1 for customer support by Consumer Reports subscribers for 7 consecutive years

• Ranked #21 on Business Week’s 2008 top-50 list of The Customer Service Elite.

• Major automotive manufacturer• Two of its brands ranked #20 and #32 on Business Week’s 2008 top-50 list

of The Customer Service Elite.• 2006 Carlisle survey ranked client’s customer service

• #1 Technical Assistance• #1 Technical Parts Assistance• #5 Service Parts

Acknowledged by Analysts• Minacs is the emerging Indian second tier in league of Genpact, HCL

Technologies, Patni, WNS – AMR Research (2008)• Minacs emerged top amongst 7 international vendors to consider in the “Decision

Matrix: Selecting a Contact Center Outsourcing Vendor” – Datamonitor (2008)

Aditya Birla Minacs: An Award-Winning Organization


Strong Relationships with Blue Chip Customer Base

Automotive Telco/Technology Banking/Financial Services

Others

• 1 client - 25 yrs • 1 client - 20 yrs • 1 client - 10 yrs

• 1 client - 13 yrs• 1 client - 9 yrs • 1 client - 6 yrs • 1 client - 5 yrs

• 2 clients - 5 yrs • 1 client - 4 yrs

• 1 client - 5 yrs • 1 client - 4 yrs

• More than 10 global automobile manufacturers

• Leading vehicle telematics company

• International heavy equipment OEM

• Two top-three mobile telecommunications companies

• Indian mobile services operator

• Canadian regional telecom

• NASDAQ-listed messaging service provider

• Fortune 100 software and Internet services company

• Fortune 500 computer and consumer electronics manufacturer

• Global microprocessor manufacturer

• Global credit card company• Fortune 200 multi-line credit

card lender• Oldest banking institution in

USA• International financial

institution providing electronic currency transfer services

• Payment verification company

• Leading rebate processing company

• International real estate financial company

• Leading retailer of music videos and DVDs

• World leading recruitment portal

• Canada’s largest newspaper

• Major US health insurance provider

• Background checking services company


ISO 27001ISO 9000

Certified

Minacs Quality Framework


Minacs Milestones

200220012000199919961981

Opened facility in Manila, Philippines

Opened 3 centers in Hamilton, ON; Port Hawkesbury ,NS; Mississauga, ON

Minacs acquired by TransWorks/ Aditya Birla Group

Opened 4 facilities in Chatham, ON; Austin, TX; Peterlee, UK; Niagara Falls, ON

25th anniversary

COPC site certification, Peterborough, ON

Opened facilities in Pickering, ON, Saskatoon, SK.

Transworks is ISO certified

Moved to new facility in Halifax, NS

TransWorks opened 2nd

center in Bangalore, India

TransWorks won major contracts from two leading financial services companies

GM Supplier of the Year

Established operations in Budapest, Hungary

TransWorks acquired by Aditya Birla Group

Opened facility in Oshawa, ON.

Established headquarters in Toronto, ON

TransWorks earned COPC certification

Acquired BGI Systems in Peterborough, ON

Acquired Phoenix Group with operations in 4 U.S. locations

Established operations in Russelsheim, Germany

Opened facility in Moncton, NB

Listed on Toronto Stock Exchange

Acquired Phonetix Telecom

TransWorks Information Services Ltd. founded

First ISO-certified contact center in North America

Minacs founded by Elaine Minacs

Opened facility in Baroda (Vadodara), India

200820072006200520042003


What Minacs Can Do For You

Customer Relationship Management (CRM) and Contact Center

Transaction and Knowledge Services (KPO)

• Customer Support

• Technical Support

• Sales—Order Capture, Up-Sell/Cross-Sell, Acquisition

• Customer Retention

• Financial Statement Analysis

• Credit Analysis

• Policy Administration, Underwriting Support, Claims Processing

• Market Research

• Industry Specific Processes

IT Solutions andServices(Tech)

• Self-Service Technology

• Process Improvement and Automation

• Analytics and Reporting

• Business Intelligence

• Integration


Our Core Capabilities

Integrated Marketing Solutions (IMS)

• Creative Services

• Database Marketing

• Direct Marketing

• Web Services

Customer Relationship Management (CRM) and Contact Center

Our Value Proposition/Benefits• Minacs can save you up to 40% over a captive center,

through a mix of on-shore and offshore delivery.

• Minacs exceeds quality and CSAT targets, often raising the bar among all vendors and captive centers. (According to our 2008 client satisfaction survey, 63% of clients choose us for our quality, while 65% of our clients choose us for the expertise we have in their industry.)

• Minacs consistently surpasses sales targets on established programs (e.g., for one client, Minacs generated $400 in revenue for every $1 of program cost), which can help you meet and exceed your revenue targets.

• You can start seeing results as early as 120 days from contract signing (depending on the transition plans).

• You can reap additional value over the life of the contract, as Minacs makes continuous improvement suggestions to clients at least quarterly.

Our Approach/Features• Mature, customized solutions

for all phases of the customer lifecycle

• Flexible site options -Yours, ours, partner’s, at-home

• Multiple communication channels - telephone, Web, email, chat, fax, letter mail

• Proactive stance to building loyalty

• Continuous improvement, value, and results

• Gold standard technology solutions

• Detailed, strategic governance models

• Multiple pricing options• Self-service, self-funding

options availableSlide 112/24/2009 Slide 11Confidential

Our Approach/Features• Strategic partnerships capable of supporting all areas of business

• Strong industry knowledge and best practices

• Experience in more than a dozen BPO and back office processes

• Customized solutions based on client need and budget

• Existing footprint includes India, Philippines and North America

• Continuous process improvements on and offshore

• Knowledge management • Quality focus• Seamless integration with existing resource and technology infrastructure

• Industry-standard privacy and security practice (e.g., SOX, PCI)

Our Value Proposition/Benefits• Returns vary depending on level, delivery location, and scale, but you can expect an average of 20–40% savings over current internal operating costs.

• Minimal upfront investment required (dependent on IT and infrastructure requirements).

• Improved turnaround times • For a real estate lending/mortgage processing program, we reduced

turnaround times by 10 days, while reducing data processing costs by 55%.

• For an underwriting program, we reduced average processing time by 40%.

• Improved accuracy and quality • Against a target of 95% for quality score, Minacs has reached a level of

over 98% for a claims and data processing program

• Continuous metric achievement, despite seasonal/quarterly peaks and valleys

Transaction and Knowledge Services (KPO)

Slide 122/24/2009 Slide 12Confidential

Our Value Proposition/Benefits• Self-service customer technology can eliminate 8–12%

of your inbound customer contacts

• Automation and process improvement can decrease customer interaction cycle time by 5–8 %

• Integrated systems provide you with a 360-degree view of the customer and enable us to enhance customer satisfaction on your behalf

• Detailed reporting enables you to tweak program elements to achieve the desired results and share outcomes with your management team

• Our custom-designed applications have yielded both time and cost savings for clients

• Automation and customer data entry can increase the accuracy of each customer transaction

Our Approach/Features• Self-service technology via IVR, email, chat,

Web• Advanced voice recognition• Real-time system/account integration• Virtual agent technology• Adaptive customer facing knowledgebase

applications

• Automation and process improvement• Intelligent notification platforms for large-

scale marketing rollouts• Multi-channel communication• Focus on quantifying success

• Analytics and reporting• Real-time, multi-dimensional reporting• Full system integration for 360-degree

interaction view• Voice and text analytic platforms that

unlock customer interaction data

• Integration• Large on- and off-shore integration teams• Secure, full scale system integration• Global Siebel team

• Business intelligence• Data warehousing/data mining• Data reconciliation

• Application development

IT Solutions and Services (Tech)


Our Approach/Features• Award-winning, high-value, high-

ROI marketing solutions.• Turnkey marketing solutions or

integrated with your existing marketing/ad/channel campaigns and relationships.

• Data and research-driven communication strategies, campaigns, and programs.

• Targeted customer acquisition and retention strategies.

• Contact center and communications support.

• Data management, integration, cleansing, extraction, and analytics expertise

• Web services (application development and hosting, creative integration)

Our Value Proposition/Benefits• Increase loyalty, sales, profits and share of customer

• Grew wholesale parts sales 6% - 10% for various clients

• Loyalty programs yielded renewal rates 33% higher than those of non-participating dealers

• Increase ROI on marketing investments

• $1 in program investment has yielded as much as $85 in financial returns

• Improve targeting, analysis, and efficiency of our clients’marketing activities

• Grew dealer enrollment in marketing programs by 13% -50% … and 200% over 2 years for one manufacturer!

• Obtain expertise, technology, and economies of scale not available independently or in-house

Integrated Marketing Services (IMS)


• Fortune 100 Global Financial Institution• Fortune 200 Credit Card Company• Canada’s largest Newspaper and Publishing

Company• One of the World’s Leading Provider of Student

Loans• Fortune 500 Company and leading Japanese

Car Manufacturer

• Fortune 500 Company & leading US Car Manufacturer

• Fortune 500 Company & leading German Car Manufacturer

• One of World’s Largest Life Insurance and Pension Company

• Fortune 500 Credit Card Company• One of the World’s Largest Accident & Health

Insurance Company• India’s 2nd largest Private Life insurance

Company• Fortune 200 Credit Card Company• One of the World’s Leading Commercial

Mortgage Provider• Leading Global Forex Solutions Company• Leading US Background Screening Company• One of the World’s Leading Online Recruitment

Services Company

Client Profiles Capabilities (Voice, BO and KPO)Geography

• Back Office: Document Management, Process & Invoice Management• Customer Relationship Management (CRM) and Contact Center: Staffing &

Management Solutions, Turnkey Customer Care, Cust. Acquisition, Inbound/Outbound Sales, Turnkey Tech. Support

• Integrated Marketing Services: Creative, Direct Marketing, Web Design & Hosting, Database Marketing

• IT Solutions & Services: Siebel CRM deployment, Application Development & Management

Americas

• Technical Assistance

• Dealer and Marketing AssistanceEurope

• Back Office: Change of Address, Correspondence, Scanning, Indexing, Data Capture

• Customer Relationship Management (CRM) and Contact Center:• Voice: In/out bound telemarketing for consumer/business, appointment

setting, customer care, order entry, data support, retention, and technical /help-desk support, early stage collections, third party verification, quality monitoring, welcome calls, win back calls and market research

• Email: Transaction support and technical support, sales and marketingsupport and follow-up

• Live-chat: Web care includes chat, website navigation, co-browsing, online search & information support, online transaction & technical support

• Transaction and Knowledge Services: Automated Credit dispute verification, Credit Evaluation, Financial Statement Analysis, Pre / post Investment Analysis, Non-medical underwriting

APAC

Region-wise Capabilities


Value Proposition / Differentiators

• Minacs provides end-to-end custom services for BPO, KPO, and ITO.

• Minacs has its own IT solutions team that can focus on providing custom solutions for a client’s business. This will assist in optimizing the client’s processes to achieve the maximum cost savings.

• Minacs is large enough to handle the scale required by clients at all levels, yet small enough to provide a deep level of attention.

• Minacs has an extensive global footprint that allows us to provide the right skills at the right time, at the right location, for the right price. No one location is the answer to all needs. We understand how to match the needs of our customers with our extensive footprint.

• Minacs prides itself in the fact that we will provide 20%-40% in onetime savings and continue to improve your process using many process improvement tools at our disposal over the life of the relationship.

• Minimal upfront investment required (dependent on IT and infrastructure requirements).


Keys to Success

Activities

• Understand current state

• Outline future state

• Prepare preliminary implementation plan

• Propose roles and responsibilities

• Complete risk assessment

• Prepare business case

Deliverables

• High level assessment report

Discovery Discovery and and

Business Business CaseCase

Detailed Detailed Implementation Implementation

PlanningPlanningTransitionTransition Ongoing OperationOngoing Operation

Activities

• Formulate overall program plan

• Outline detailed program activities

• Prepare detailed implementation financials

• Propose organizational model

• Update and refine financial estimates

Deliverables

• Detailed implementation plan and schedule

Activities

• Set up overall program

• Organize transition teams

• Update and finalize transition plan

• Integrate program and project tools

• Execute transition activities… ops, tech, HR, legal, finance, PR, etc.

Deliverables

• Pilot and live operations

Activities

• Commence and maintain ongoing operations

• Implement best practices

• Coordinate ongoing process transformation

• Conduct periodic business and financial reviews

• Provide ongoing reporting and certifications

Deliverables

• Results in multiple

Transition Approach


Due

Dilig

ence

GovernanceContracting

Offshore Location• Quality• Capacity• Cost• Compatibility• Culture• Hiring/Retention

Vendor• Domain expertise• Focus / commitment• Local accountability• Financial stability• Site visit(s)• References

Internal• Executive commitment• Resource commitment• Organizational readiness

Operational Contractual Clarity:• What is it?• Who does it?• Who owns it?• What does it cost?• What happens if it doesn’t work?

Legal Contractual Clarity:• Business model• Data privacy and management• Intellectual property• BCP and DRP; Force Majeure• Performance assurance• Employment issues• Legal/Regulatory compliance• Taxation issues• Jurisdiction

Target 4–8% of Total Spend in Governance• Resource management• Performance management• Control/Compliance management• Risk/Financial management• Relationship management

Minacs Partnersin Management of Risk


Case Studies

Case Study #1 (CRM) - Fortune 200 Financial Services Client

The Results• Minacs contract with the client grew from a $7 million

account with less than 5% market share in 2002 to a $44 million account with 20%+ market share in 2008.

• Transition of 2 additional lines of business in 2007 and 2008 provided a 60% cost savings for the associated 600 FTEs

• Canadian rate of retention is performing at an average of 56%, exceeding target by 121%

• Balance transfers through our outbound team averaging $3500

The Objectives• Improve retention and loyalty of at-risk customers• Capitalize on up-selling/cross-selling opportunities• Gain significant cost efficiencies• Deliver on brand promise of superior customer service

The OverviewClient: Fortune 200 financial services companyProcesses: Inbound customer relations, sales and application processing, outbound sales, email and correspondence processing, VRU / technology and training developmentContract start date: 2002Account size: ~1300 agentsHours of operation: 24 x 7 x 365Site location(s): Moncton, NB, Canada; Port Hawkesbury, NS, Canada; Pickering, ON, Canada; and Bangalore, India IT Solution: Data and telephony networks, Citrix and VoiP technology, desktop workstations, integration with numerous client applicationsLanguage served: EnglishMarkets served: U.S. and Canada


The Results• For voice customer service, over 75% of customers are

“very satisfied” and over 93% are “overall satisfied”.• For chat customer service, over 84% of customers are

“very satisfied”, and over 94% are “overall satisfied”.• For email customer service, 72% of customers are “very

satisfied” and 90% are “overall satisfied”. • Minacs achieved best vendor status based on customer

satisfaction surveys.• The average time taken to process orders has been

consistently less than 50 minutes. • Error rate is averaging 0.5% in fraud detection.

The Objectives• Resolution of customer inquiries and issues.• Train users on best practice uses of Monster to

maximize their ROI.• Detect and prevent fraudulent job posting on

monster.com• Timely and accurate submission of orders received from

the sales reps.

The OverviewClient: Global recruitment portalProcesses: Inbound voice and non-voice customer support for employers and job seekers, order management, fraud detection, billing and data managementContract start date: September 2005Account size: ~260 agentsHours of operation: 24 x 7 x 365Site location(s): Manila and Bangalore Language served: EnglishMarkets served: U.S., Canada, and U.K.


Case Study #2 (CRM) - Global Recruitment Portal

The Results• 10% reduction in staffing costs• 5% reduction of all charges to the DPIC and Consumer

Affairs groups year over year• 12% reduction in call handle time, resulting in savings

of approx. $25,000 per month• 10% cost saving from nearshore relocation of

administration functions• 40% cost saving from offshore relocation of

administration functions• 60% reduction in white mail correspondence achieved

through process improvements• Attrition has stabilized at < 9% across the two locations

The Objectives• 40% cost reduction vs. existing cost-model in the

U.S., plus annual productivity improvement of more than 5% per year

• Decrease attrition rate• Increase sophistication of IT technology• Smooth transition

The OverviewClient: Global automobile manufacturerProcesses: Consumer affairs (DRT, correspondence, mailrooms, warranty claims, LPO coding (tread coding) dealer parts information for both Canadian and U.S. operations. PDC liaisons.Contract start date: March 17th, 2007 (5 year term) Program size: 265 agents: 70 in Manila 195 in HamiltonHours of operation: 7a.m. – 9p.m. EST Site locations: Hamilton, Ontario, Canada; Manila, PhilippinesIT Solution: Developed Sharepoint to handle movement and updating of documents/emailLanguages served: U.S.-: English and Spanish, CDN: English and FrenchMarkets served: Canada and U.S.


Case Study #3 (CRM) - Global Automobile Manufacturer

The Objectives• Increase revenues by extending customer contracts.

Customers at risk of exceeding their data usage limit are transitioned to another plan to avoid overage charges.

• Resolve customers’ questions about their contracts/accounts.

• Increase customer satisfaction and retention.• Contact customers who are at the end of their

contracts, offer promotions and renew contract.• Up-sell additional products and packages.

The Results• Lowered customer churn by approximately 7%.• Validated customer information.• Increase customer loyalty.• Enabled up-selling new services to approximately 50%

of customers who accepted campaign offers.

The Overview

Client: Major US wireless technology provider that has partnered with Minacs since 1999

Processes: Inbound and outbound voice calls with new and existing customers

Program launch date: July 2006

Program size: 265 agents

Hours of operation: 9 a.m. – 11 p.m. (EST)

Site location(s): Farmington Hills, MI

IT Solution: combination of Minacs and client technology

Language(s): English and Spanish

Market(s): USA


Case Study #4 (CRM) - Major U.S. Wireless Technology Provider

The Results

• 7 months of service delivery; only vendor providing credit analysis to the Client

• Already initiated process improvements (borrowing bases)

The Objectives

• Spread financial statements

• Calculate borrowing bases, loan and line availability

• Monitor over advances, covenant violations, declining liquidity

• Prepare portfolio review reports

• Timely and accurate submission of portfolio review reports

The Overview

Client: Oldest banking institution in the US.

Processes: Credit analysis and maintenance

Contract start date: July 2008

Account size: 30 people

Hours of operation: 9-hour shift

Site location(s): Bangalore

Languages served: English

Market(s) served: US


Case Study #5 (KPO) - Oldest Banking Institution in the US

The Results• In November 2007, a major automotive manufacturer

leveraged our services to provide automated reminder calls for service updates on vehicles. INform provided an 80%+ savings over traditional calls.

• In May 2008, a retailer began using the tool to invite customers to events/sales weekly and was able to reach 200,000+ contacts per week!

• In December 2008, a major North American media company will launch the system to contact customers whose credit card information has expired on subscriptions. Customers will have the option to speak to agent when called (press 1).

The Objectives• To lower cost per contact by 80% for clients using this

technology• To achieve high outbound volumes quickly• To provide a highly secure automation solution that

would be fully integrated with Active Directory to control user access rights

• To increase forecasting and budgeting accuracy for our clients by providing a solution with a fixed cost

The Overview• Automated high speed

communication delivery platform that plays pre-recorded messages to live customers

• Multi channel capability: voice, email, or text message

• Flexible and scalable to accommodate any job type

• Large volume contact capability• Allows customers on the receiving

end of the automated call to select a live agent

• Can be used for service reminders, emergency notifications, overdue notifications, or pick-up order notifications


Case Study #6 (Tech) -Minacs’ INform tool

The Results

• Secured 2 new lucrative LOBs & experienced over 70% growth of the account in 2007.

• Operating Client support out of 4 sites in Canada (in 2005 Client was a single site operation)

• Leading supplier based on quality with highest overall customer satisfaction rating

• #1 vendor for providing revenue augmentation through up-selling and cross-selling

• Award-winning customer service (Client ranked #1 for 8 consecutive years by Consumer Reports)

The Objectives• Position Minacs as the clients preferred vendor through

level of performance and flexibility to client needs• Maintain/improve our high standard of performance,

specifically in the area of customer satisfaction• Manage increasing volumes of technical support and

customer service contacts due to exponential growth in sales and new products

The OverviewClient: Global computer and consumer electronics companyContract Start Date: 1993

Processes: Voice, email, chat channels for tier 1 - 3 technical support, customer care with cross/up-sell, back office processing

Program size: approx. 1500 agents

Hours of operation: Varies by program

Site locations: Peterborough, ON; Niagara Falls, ON; Pickering, ON; Saskatoon, SK; Bangalore, India

Solution: staffing, facility and management.

Languages: English, French

Market(s) served: U.S.A., Canada, APAC, Europe


Case Study #7 (Tech)-Global Computer and Consumer Electronics Company

The Results

• Over 4 year partnership; Commenced operations in Nov 2003 with NA email tier 1 support, added chat support in August 2005, APAC support in July 2006, NA tier 2 support in Oct 2007 and BCP site in Mumbai in May 2008.

• Consistently exceeding customer satisfaction scores and other key metrics.

• Minacs is the only vendor for Client in NA and APAC business.

• Rewarded by Client for consistently meeting all metrics.

The Overview

Client: Global technology Giant

Processes: Customer support, Tier-1 tech support (voice & email), billing support via chat and email.

Contract start date: November 2003

Account size: ~ 180 FTEs

Hours of operation: 24x7x365

Site location(s): Mumbai and Bangalore

Languages served: English

Market(s) served: US, Canada, and APAC

The Objectives

• Reduce the cost of operation without affecting the quality of service.

• Deliver quality driven, accurate and complete responses in tier 1 tech support and tier 2 routing support.

• Improve overall customer satisfaction.

• Deliver process improvements to improve the overall quality and cost of service delivery.


Case Study #8 (Tech) - Global Technology Giant

The Results• A successful 8-year partnership between Minacs and

the client• Dealer enrolment for the program has grown to 96%• Annual revenues for OEM service and parts sales have

grown to over $129 million per year• Incremental revenue, revenue collected from lost

customers who return to the dealership for service, has grown to over $24 million per year

The Objectives• Provide relevant product offerings for both current and

future use• Manage accounts with both consistence and excellence• Redesign their existing service marketing program to

provide a best-fit solution for the unique needs of each different group within their customer base.

The OverviewClient: Global automobile manufacturer headquartered in JapanProcesses: Integrated marketing solutionsContract start date: Currently in the third year of a three year contract; however, Minacs has been providing service to this client since 2001.Program size: 15 FTEs, plus 10 – 15 shared employeesHours of operation: 8:00 a.m. to 5:00 p.m. (CST)Site location: Milwaukee, WI and Farmington Hills, MI, U.S. IT solution: Oracle for database applications, Cold Fusion, and Adobe Flex for web componentsLanguage served: EnglishMarket served: United States

Case Study #9 (IMS) - Global Automobile Manufacturer

Thank You

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