Business Process Outsourcing Services

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Business Process Outsourcing Services
A Blend of People, Services and Technology
KARVY CONSULTANTS LIMITED

• www.karvy.com

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Agenda

• Karvy Overview
• Why Outsource to India ?
• B P O to Karvy
• The Karvy Advantage
• What We Can Do for You
• Our Credentials

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Karvy Overview
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Karvy Overview
M I L E S T O N E S
1982 Corporate Services
1999 Global IT Services
1996 JF Alliance
1990 Stock Broking
1993 Fin Products Distribution
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Why Outsource to India ?
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Drivers for Business Process Outsourcing
Increasing Competitive Pressures

• Increasing globalization and evolution of
  disruptive technologies like internet is forcing
  companies across industries to
• Provide superior customer service
• Reduce cost of operations across board

Decreasing Availability of Skilled Personnel

• All time low unemployment levels in the developed
  countries has resulted in
• Limited supply of skilled people
• Rising cost of manpower
• Combined with routine nature of work in back
  offices has resulted in high attrition levels

• Success of companies like Convergys West
  Teleservices has proven the viability of the
  outsourcing model
• MNCs (like GE, American Express, Citibank,
  British Airways, Lufthansa) who have set up
  offshore back offices have reaped significant
  cost reductions at same or higher levels of
  service

Emergence of Outsourcing Companies
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Attractive Fundamental Economics of
Remote E-enabled Services
Of the transferable cost block Processing
cost differential 7080 of transferable block,
according to required capabilities Additional
expenditures approx. 20 of transferable block
value based on McKinsey studies in
India Source McKinsey presentation on IT enabled
opportunity in India
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Outsourcing Success Stories from India

• American Express processes internal financial
  transactions for all of Asia within India and
  employs 600 people
• GE Capital employs over 4,000 people and is
  expected to have 8,000 people by the end of 2003
  managing global payroll, call centres, mortgage
  and insurance claims. The call centre handles
  inbound and outbound calls for credit card
  collections and responds to customer queries
• British Airways employs around 1500 people in its
  WNS Division to handle an array of back office
  applications
• Brigade Solutions runs two contact centres out of
  India, employing about 500 people that cater to
  clients like Compaq Palm
• Daksh has established a contact centre in Delhi,
  catering to clients like Amazon, Intuit and
  PayPal/X.com
• Spectramind is a Delhi-based company in the CRM
  and business process outsourcing space, employing
  about 500 people and catering to some Global 200
  clients
• Compaq Computers India has a tele-support centre
  at Delhi to provide online technical assistance
  and support for users of the Compaq Presario
  range of home computers. Called Compaq on Call',
  this is the first such call center in India
  catering to the home PC segment
• The Indian subsidiary of Dell Computer Corp is
  setting up a call centre in the southern city of
  Bangalore to service other English speaking
  countries
• Bechtels remote processing centre in Gurgaon
  provides real-time 24-hour support to other
  Bechtel employees working on ground
  infrastructure projects around the globe

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B P O to Karvy
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Karvys Capabilities

• 2000 Desktops and 200 plus Enterprise Class
  Servers (SUN, HP, IBM)
• Licensed Software across Technology Platforms
  (Windows, Solaris, NT)
• 2 Mbps of Internet Connectivity
• Wide Area Network Connecting Branches Across
  India
• 24 X 7 Back Up and Redundancy Support for
  Critical Business Data

Technology Infrastructure

• 40 Branches and 65 Investor Centers (150,000 Sq.
  Ft.)
• Communication Facilities (Email,Fax, Video
  Confer, WAN, LAN, Centrix)
• Double Back Up Power Supply ( Generators, UPS)
• 24 X 7 Operations

Physical Infrastructure

• Work Force of over 2000 Highly Trained People
• Experience of Processing Over 120 Million
  Transactions
• Domain Experience in the Areas of Data Processing
  Operations, Technology, Management and Financials
  and Legal Processing
• Specialist Expertise in Quality Control and Cost
  Management

Trained Manpower
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Karvys Capabilities

• ISO 9002 Certified Operations by DNV Norway
• Service Level Agreements to Ensure Consistency
• Regular Internal and External Audits for Quality
  Standards
• Compliance with Regulations and Maintenance of
  Confidentiality
• Benchmarking with Best Practices in the Industry

Quality Processes
Training

• Full Fledged Learning Center to train 150 people
  simultaneously
• Simulated Environment and On the Job Training
  Facilities
• Dedicated Facilities for Training and Development
• Employee Grooming and Subordinate Development

• Two Decade Old Company of Repute in the Industry
• Strong Management with Extensive Experience
• Disaster Recovery Center at Separate Location
• Financial Stability and Reserves
• Significant Investments in Infrastructure

Business Continuity
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Data and Transaction Processing at
Karvy
Entry and Processing

• Trained Manpower
• Maker Checker Concept
• Proof Reading and Editing
• Regular Auditing and Validation
• Scalable Operations

Access and Security
Storage and Recovery

• Policies for Data Protection and Access
• 100 Confidentiality and Integrity
• Data Encryption Procedures
• Systems and Physical Security
• Disaster Recovery Center

• Indexed Database Maintained
• Backup of Critical Business Data
• Automated Recovery Procedures
• Customized Data Mining Tools
• Quick Access and Reporting

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Business Process Outsourcing
Process Enabling
Data Entry and Processing
Karvys ServIces

• Requirement Ananlysis
• Process Flow Design
• IT Driven Processes
• Round the Clock Operations

• Recording
• Proof Reading and Editing
• Validation and Checking
• Maker Checker Concept

E Business
Transaction Processing

• Web Site Design and Hosting
• Networking Solutions
• Contract Programming
• Data Centers
• Online Transaction Processing

• Accounting Services
• Payroll Processing
• Investor Servicing
• 120 Million Transactions
• Managing 16 Million Investors

Regulatory and Secretarial Compliance
Back Office Operations

• BrokingOperations
• Mutual Funds Processing
• Depository Operations
• Registrar Operations
• Response Management

• Claims Processing
• Regulatory Compliance
• Data Management
• Agency Liasoning
• Quality Processes

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The Karvy Advantage
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The KARVY Advantage
Data Management
Business Continuity

• High Speed Data Processing
• High Security Data Storage
• Data Backup and Recovery
• Confidentiality and Integrity
• Maker Checker Concept for Entry
• Periodic Data Audits

• Two Decades in the Business
• Extensive Investment in Infrastructure and
  Technology
• Professional Management
• Multiple Expert Level Skills

Quality Processes
KARVY

• ISO 9002 Certified Operations
• Regular Audits on Quality
• Data Confidentiality
• Disaster Recovery Center
• Benchmarking against Best Practices
• 24 X 7 Operations
• Support and Back Up
• IT Driven Operations

Alliances and Partners

• C Bay Systems USA
• Spryance Inc. USA
• Jardine Fleming Securities

Values

• Integrity
• Transparency
• Passion for Quality
• Hard work and Team Play
• Learning and Innovation
• Empathy and Humility
• Sense of Ownership

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Karvys
Achievements
Amongst the Top 5 Mobilizers of Funds in India
Indias 1 Public Issue Registrars With 65
Market Share
2 in India in Mutual Fund Registraring and
Investor Servicing

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Among the Top 5 Retail Brokers in the Country
ISO 9002 Certified Operations By DNV
Among the Top 3 Depository Participants
Adjudged as one of The Top 50 IT Users in India
by MIS Asia
Full Fledged IT Driven Operations
Among the Top 10 Medical Transcriptionists
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What We Can Do for You...
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What We Can Do for You .
Service Delivery
Quality Processes

• Quality Audits
• SLA Conformance
• Confidentiality and Integrity

Operations

• Operations Scheduling
• Project Implementation
• Quality Control

Ready Infrastructure
Training

• Identifying Resources
• Training - Induction, On the Job, Simulation
• Resource Scheduling

Ready Manpower
Requirements

• Requirements Study
• Process Study
• Work Flow Design
• Pilot Preparations

Learning Curve Advantage
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Case Transaction Processing
Process Application Processing Mode Batch
ModeVolume 500,000 ApplicationsAverage Size
300 FieldsTurnaround Time 7 daysCriticality
High
Investor
Collection of Applications
Filing of Application
Inwarding
Data Screening
Lot Numbering
Validation
Data Entry
Maker Checker
Verification
Allotment
Indexing
Sorting
Document Generation
Q A Verification
Dispatch
Confidential
Complexity
Critical
Investor
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Our
Credentials
Reliance Industries Limited
SBI Mutual Funds
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Thank You