Hcl Overview

HCL: Corporate Overview

Version: 2/09

HCL: A Snapshot

HCL Technologies

Financials*

Business Lines

HCL Infosystems

Total Revenues - $ 5

Product Engineering & R&D, Enterprise & Custom Applications, Enterprise Transformation Services Infrastructure Management, & BPO Services

EBITDA

Bn

- $ 550 Mn

Industry sectors Manufacturing & Lifesciences, Aerospace & Defense, Energy and Utilities, Government, Financial Services, Telecom, Media & Entertainment and Retail & Consumer

Hardware, System Integration, Networking Solutions, Managed ISP Services, Homeland Security & ICT Distribution

Employees 60,000

Indian Market Focus

Global Market Focus

2

Global Presence

Delivery Facilities

India Presence

Distribution Network

Operations spanning 23 countries

USA, UK, Poland, Singapore and India

Offices in 170 cities, 500 service centres reaching 4,000 towns

83,000 outlets in over 9,000 towns

*Trailing Twelve Months (TTM) as on 31st March, 2009

HCL Technologies: Key Service Offerings Verticals

Service Offerings

Banking

Business Process Outsourcing (BPO)

Financial Services

Finance and Accounting Services

Technical Support Services

Knowledge and Legal Services

Insurance

Pharmaceuticals

Data Management Services

Application Portfolio Optimisation (APO) Enterprise Resource Planning (ERP) Total IT Outsourcing

Media, Publishing & Entertainment

Customer Relationship Management

IT

Capital Market Services (CMS) Retail

Supply Chain Management

Application Development

SOA & Middleware

Application Testing

Content Management

Web Technologies Mainframe

Application Maintenance and Operations

Telecom Service Providers

Infrastructure Management

Aerospace Energy & Utilities

3

Infrastructure Systems Engineering

Mechanical Engineering

Software Engineering

Software as a Service (SaaS)

HCL BPO Services Overview

HCL BPO: Leadership Credentials HCL BPO among the Top 5 service providers in the UK market for Life & Pensions The first Indian BPO to enter the Telecommunications Expense Management (TEM) market Won the largest engagement in Indian BPO history

HCL BPO Leadership Credentials

The first BPO company in the world to be successfully appraised at Maturity Level 3 of People CMM Pioneered blended-shore operations for Indian BPO service providers Largest BPO service provider in Northern Ireland The largest provider of Telecom BPO services in Asia

5

HCL BPO: Snap Shot Business Revenue* • USD 232.15 Million

Business Focus – Retail & CPG / Utilities / Telecom / BFS / Insurance / Hi-Tech & Manufacturing / Media, Publishing & Entertainment

Customers • 104 (24 Fortune 500 / 26 Fortune Global 500)

Wing to Wing Solutions Order to Cash, Procure to Pay, CRM & Technical Support Services

Quality and Compliance Driven Delivery

Processes: 200+

COPC, CCA, ISO 9001, ISO 27001, ISO 20000, ISO 14001 SAS 70 Certified, OHSAS 18001 Operational Excellence through Six Sigma and BPR

Professionals: 11,400+

Technology Upgrade

Global Delivery Centres • 11 centres in India • •

EnsureIT an IT Service Management (ITSM) Programme Targets to deliver 99.9% of service uptime

6 centres in UK 4 centres in US

Multi-lingual Support 8 European languages

Service Offerings • Business Generation • Operations Management • Management Decisioning • Platform-based Services

6

Key Relationships – BT, Macy’s, Safeway, Deutsche Bank, Office Depot

*Trailing Twelve Months (TTM) as on 31st March, 2009

HCL BPO: Technology Network

7

HCL BPO: Technology Network

8

HCL BPO: Industry Accolades Capability Excellence

Customer Focus Ranked 4th globally among Business Process Outsourcing Vendors

HCL BPO wins 2008 CIO ‘Bold 100’ award CIO-IDG India 2008

The Black Book of Outsourcing, 2008

HCL BPO wins Technology Award

People Focus

Indiatimes BPO Industry Awards 2008

Ranked No.1 Employer in India and Best Employer in Asia

Ranked 11th among Global Service Providers

Hewitt Associates, 2009

International Association of Outsourcing Professionals (IAOP), 2008

Ranked 3rd in the Employee Satisfaction Survey

Special award for consistent excellence for outsourcing practice across all disciplines

DQ-IDC, 2008

National Outsourcing Association, 2007

First BPO company in the world to be appraised at Maturity Level 3 of People CMM

Corporate Ethics

QAI, 2007

Corporate Excellence Ranked in the “Leaders” Category of the Global Outsourcing 100

Won the 1st ‘Investor of the Year’ award for employment generation in UK

IAOP (International Association of Outsourcing Professionals), 2009

UK Trade & Investment Board, 2006

Ranjit Narasimhan, President and CEO, HCL Technologies Ltd - BPO Services receiving the UKTI ‘Investor of the Year’ Award, 2006 from His Royal Highness, Prince Andrew, Duke of York.

Ranked amongst the Top 3 Contact Centres in Asia Pacific Frost & Sullivan, 2006

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9

HCL BPO: UK Operations Belfast    

Established in January 1998 by BT 90:10 JV formed with BT in December 2001 HCL acquired 100% stake in 2004 Current capacity of 801 seats

Armagh   

Acquisition of ACD’s 450 seats centre Acquisition of Clients in the Media/ Retail sectors Current capacity of 614 Seats

HCL Insurance BPO Services Ltd.    

Acquisition in August 2008 Centres in Croydon, Welwyn Garden City, Preston and Romford Services offered in the Financial Services Sector Current capacity of 1212 Seats

Customers

10



Won the Irish contact centre “Best New Service” award



Northern Ireland’s largest BPO Firm, Top 10 private sector NI employer & ‘Top 10’ UK outsourcer



UK headcount around 2200+



Multi-lingual capabilities to support 8 European languages



Leading player in Life Insurance & Pension market



HCL NI wins 2008 European Call Centre of the Year ‘Best People Practice’ Award

Industry Accreditations

HCL BPO: US Operations Control Point Solutions  Acquisition in September 2008  World’s Largest Provider of end-to-end Telecom Expense Management (“TEM”) Services  Leading manager of voice, data and wireless expense services  Centres in New Jersey, Georgia, Missouri and Virginia  Current capacity of 333 seats  SAS 70 Type II certified

Control Point BPO services  Invoice receipt and loading  Media conversions for billing optimization  Missing bill tracking and ordering  Image scanning for paper billing  Invoice validation, reconciliation of Move-AddChange-Disconnect of services to billing  Contract and tariff rate auditing  General ledger coding of charges

 Control Point Solutions provides BPO and Application Service Provider (ASP) Services  ASP Clients use the proprietary tools and infrastructure provided by Control Point to perform their own invoice review, audit, coding, dispute generation, reconciliation, and approval

Customers

 Invoice approval, invoice batching to Client's accounts payable  Dispute tracking and reconciliation  Identification of cost savings opportunities  Business intelligence reporting via a web portal

Carrier Clients

Government Clients

Confidential

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HCL BPO: Global Delivery Footprints United Kingdom A1 Belfast, UK

-

801

A2 Armagh, UK

-

614

A3 Preston, UK

-

150

A4 Romford, UK

-

707

A5 Welwyn Garden City, UK -

155

A6 Croydon, UK

200

-

Noida

United States Sunnyvale POP





-

714

N2 Noida, India

-

746

N3 Noida, India

-

836

N4 Noida, India

-

1499

N5 Noida, India

-

1436

-

1435

United Kingdom

New Jersey POP

Bangalore India

United States

B1 Bangalore, India Chennai

U1 Missouri, US

-

34

C1 Chennai, India

-

574

U2 Virginia, US

-

83

C2 Chennai, India

-

889

U3 Georgia, US

-

77

C3 Chennai, India

-

806

U4 New Jersey, US

-

139

C4 Chennai, India

-

695

C5 Chennai, India

-

968

Total Capacity – 13,558 11 centres in India

12

N1 Noida, India

*Numbers mentioned are seat capacity in each centre

6 centres in UK

4 centres in US

HCL BPO: Verticals & Horizontals

Vertical Specialisation

Telecom

Retail & CPG

Banking & Financial Services

• Service Fulfillment

• Promotional Planning

• Mortgage Processing

• Service Assurance

• Virtual Warehousing

• Billing support services

• E-Commerce Support

• Credit Card Customer Support

• Convergence Support

• Direct Store Delivery

• Channel Management

• Track & Trace Support • Nutritional Coding

Hi-tech & Manufacturing • Warranty & Return Material Authorisation • Procurement Services (PR to PO)

• Lender Support Services

• Open Order Report

• Retail Banking Services

• E-auction

• Asset Management

• Freight Audit

• Fund Accounting

• Sales Support & Administration

• Fund Administration

• Loyalty Card Management

• Transfer Agency

• Global spares order management

Insurance (Life & Non Life) • Agent Licensing • Actuarial & Finance • Underwriting • Policy Servicing & Administration • Claims Management • Pension & Annuities • Account Administration • Commissions

Finance and Accounting Services Technical Support Services Knowledge & Legal Services Supply Chain Management Customer Relationship Management Data Management Services Horizontal Specialisation

Utilities

• Prepress and Editorial

• Billing Management

• Content Management

• Regulation Compliant Management

• Ad Design & Creation • Website Hosting & Maintenance

• Collections • Debt Management

• PPT and Flash Presentation

• Provisioning Order Management

• E-forms creation and testing

• Channel Management

• Digital Archiving

• Insolvency Support

• Image Management • E-Learning

• Store Operations Support

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Media, Publishing & Entertainment

• Post Processing Support

HCL BPO: Service Offerings Business Generation Contact Scoring  Market Entry Support  Data Cleansing  Directory Services  Customer Segmentation

Post Sales Service  Customer Retention  After Sales Support  Issue Resolution`

Customer Acquisition  Mortgage Lead Generation  Up Sell/Cross Sell  Ad Design & creation  Website / Catalogue

Operations Management Technical Support Services  Hardware / Software/L1/L2  KB /Tool Development  Self Help/Remote Services Procurement Services  Vendor Selection  Indent Processing  P.O Processing  Delivery Expediting  Payment Clearance Transaction Processing  Legal Processing  Claims Processing  White/ e-mail Processing  Record/Data Maintenance Collection Services  Skip Tracing  1st/3rd Party  NSF Processing 14

Order Management  Contract Set Up  Order Processing  Sales Ledger Maintenance  BACS/ Receipts  Credit Control  Collections Finance & Accounting  AP/AR  Fixed Asset  General Ledger  Cost Accounting Media & Publishing  Content Management  Prepress  E-Learning  Ad Design & Management  Editorial Services  Image Management Data Management Services  Data Cleansing  Document Indexing

Management Decisioning Market Research  Business Research  Procurement Research  Legal Research  IP Research

 Mis Reporting

 Data Analytics

 Data Mining and Data Modeling  Business Analytics

Platform based Services Supply Chain Management  E-sourcing  E-procurement  Spend Analysis  Contract Management  Order Management  Master Data Management Telecom  Order Management  Order Fulfillment  Service Fulfillment  Service Quality Monitoring  Service Performance Management  Customer Service  Billing - Mediation, Rating & Invoice  Knowledge Management

Finance & Accounting  CTTS – Workflow Tool

Telecom Expense Management  Bill Tamer  Bill Hunter  Kofax Insurance  New Business  Underwriting  Policy Administration  Claims Administration  Actuarial  Reinstatement MPE  Form Processing Retail  Promotional Planning  NSF Check Processing

HCL BPO: Quality & Compliance

PCMM Level 3 World’s First BPO Information Security Management System (BS7799)

ISO 9001: 2000

2002

ISO 27001 Information Security Management System

2004

2003

2005

OHSAS 18001 Purdue Benchmark Certification

First Indian & Third Company in the World to be COPC Certified for Collections Process

Health and Safety Management System

ISO 14001 Environment Management System

IBMS (Integrated Business Management System) World’s First BPO

15

ISO 20000 IT Service Management System

2007

2008

HCL Advantage Robust Infrastructure

Scalable Solutions

Methodologies & Frameworks

BPO IT

Leveraged Delivery Through Partnerships

Quality Certifications 16

Risk Mitigated Delivery Centres

INFRA

Integrated Service Offerings

Tools & Technologies

Innovative Business Models

17