Corporate Presentation FY15 Data Domain Delivery

Transcription

1 Corporate Presentation FY15 Data Domain Delivery June 2015

2 Agenda Company Overview Service Offerings eclerx Differentiators Financial Highlights 1

3 eclerx at a Glance We are Industry-focused Specialists that Manage and Improve Complex Data-Driven Processes Processes and People Incorporated in 2000 Publicly traded since global clients; 30 in F/FT industry leading platforms >8,000 Analysts, Project Managers, Specialists out of India and globally Acquired Cable and Telecom focused Agilyst in 2012 Service Expertise Digital Marketing Services: Providing expertise and services in Data Mgmt., Analytics and BI, and Commerce and Content Services Financial Services: Operations, Finance and Control and Data Mgmt. support across client types Cable and Telco Services: Providing revenue assurance and quality control solutions to MSOs in the U.S. and U.K. Accolades Finalist in four categories for NOA Professional Awards 2015 Use of Technology for Operational Excellence BPO Excellence Awards Asia s and India s Most Admired Knowledge Enterprise 2014 Won the QIMPRO award for 2014, in the Process Optimization category Business Standard conferred eclerx as Star SME of The Year Data Industry Footprint Retail and etail Hi-tech and Software Financial Services Media and Entertainment Cable and Telecom Industrial Manufacturing Travel and Leisure Domain The Problems We Solve Too Much Data Not Enough Time Not Enough Budget Not Enough People Partnerships Delivery Sales and Marketing Services: Adobe Analytics, Salesforce.com, Oracle Eloqua, Oracle ATG, Webtrends Financial Services: ISDA, DTCC, TriOptima 2

4 A Brief History Continuously expanding our presence eclerx Incorporated Sales office in London Third ODC at Ghatkopar (Mumbai) Acquired Igentica Group Initial Public Offer Client Count: 22 Software development teams appraised at CMMI 3 Opened a delivery centre at Hinjewadi, Pune an SEZ Unit Set up sales office in New York (U.S.A.) Listed among 100 fastest growing companies in India by Economic Times Named as Rising Star by IAOP Awarded for Innovative HR Practices by Asia Pacific HRD Congress Recognised as Best Mid-cap by Finance Asia Client Count: 50 Won the European Outsourcing Association (EOA) Award for Outsourcing Works for Delivering Business Value in a Pan-European Outsourcing Project Second office in Chandigarh Client Count: 75 Expanded in Airoli and Chandigarh Won Use of Technology for Operations Excellence at the BPO Excellence Awards Acquired CLX Europe S. P. A. Launched intrapreneurship program Client Count: Sales office in Austin (U.S.A.) Offshore Delivery Centre (ODC) in Sewri (Mumbai) Set up knowledge management practice Client Count: 3 Obtained ISO Certification Started second ODC at Ghatkopar (Mumbai) Fourth ODC at Pune Became the first KPO listed on the BSE and NSE Crossed turnover of INR 1,000 million Total number of employees crossed the 1,000 mark Opened the New York Office Listed among 'Top 200 under a Billion companies by Forbes magazine Sales presence in Singapore Fifth ODC at Airoli (Navi Mumbai) Appraised at Level 3 of PCMM Featured in the Business Today 500 list of India's largest public companies Technology Services program turns into profit center New office at Philadelphia (U.S.A.) Expanded in Pune and Ghatkopar Acquired Agilyst Inc. Hosted Analyst Day Most Admired Knowledge Enterprise (MAKE) Asia winner Expanded in Airoli MAKE Asia and India winner Won the QIMPRO award in the Process Optimization category Featured in Outlook Business Fastest Growing Companies Leveraged insights from the organisational climate survey to revamp India HR policies Client Count: 64 3

5 Skill and Scale A Great Combination KPO eclerx Sweet Spot Specialised domain knowledge Complex operational delivery Specialised HR and training processes Unique transition and account management Consulting / Advisory KPO Judgmentbased Processing Unscripted Customer Service / BPO Processes Equity Valuations Actuarial Services Demand Supply Forecast / Market Views Benchmarking and Process Improvement Studies Pharma Drug Launch Studies / Legal Outsourcing Market Intelligence Data Analytics Reference Data Maintenance M&A Analysis Statistical Modeling Financial Reporting Fund Administration Web Analytics Customer Insight Studies Loans Pre-underwriting and Closure Air / Car and Hotel Reservations Processing Catalog Integrity Checks Rules-based Processing Accounts Payable / Receivable Loans Application Processing Bank Reconciliations BPO Voice Services / Data Capture Call Centers Claim Data Entry / Indexing Spreadsheet Uploads Database Uploads Transaction-intensive Judgment-intensive Strategic 4

6 Agenda Company Overview Service Offerings eclerx Differentiators Financial Highlights 5

7 Our Service Lines Financial Services Digital Services Cable and Telecom Services This division s clients include a number of the world s pre-eminent commercial banks, investment banks and money managers Services to support financial transactions from trade closing through to settlement, clearing and exposure management Reference data and risk management services, as well as financial control, accounting and reporting services Consulting services related to efficiency, risk reduction and regulatory compliance This division s clients include leading Fortune 500 and Internet Retail 500 manufacturing, retail, travel, luxury goods and media companies Specialises in supporting digital activities through content creation, content management and delivery, online performance optimisation and customer experience management Operational, reporting and analytics outsourcing solutions for sales and marketing managers managing online operations and marketing campaigns Tailored process support for online operations, data management, reporting and business insights, pricing operations and quality compliance Specialist outsourced back office operations and analytics, serving the Broadband, Cable and Telco industry Strong foothold in the U.S. cable industry, providing services to leading providers of broadband, entertainment and communications products and services Services include critical error identification, customer experience analysis and end-user support for a diversified clientele of large Fortune 100 clients eclerx supports core and critical high domain activities for clients 6

8 eclerx Financial Services Operational Support across Asset Classes Utility Functions Trade Support Trade Entry, Reconciliations, Exceptions Mgmt. Tax Operations Tax Form Coding, Cost Basis, Tax Reclaims Confirmations Affirmations and Confirmations (Paper & Elec.) Securities Documentation Trading Relationship Document Administration Settlements Settlements, Clearing, Fail Management Finance Financial Accounting, BC&E, Product Control Margin Collateral Operations and Portfolio Reconciliation Asset Servicing Announcements, Corporate Actions, Claims Reference Data and KYC Risk Management Client On-boarding, KYC, SSI, Static Data Operations Risk and Control, Regulatory Support 7

9 eclerx Digital Services Customer Product Supplier Partner Data Management Data Integration Master Data Management Data Stewardship, Quality and Governance Analytics, Insights and Reporting Reporting and Data Visualisation Digital Analytics and Optimisation Business Intelligence and Analytics Predictive Analytics VOC and Social Media Analytics Competitive Intelligence Commerce and Content Content Management Digital Asset Management Search Services and Demand Generation Store and Catalog Operations Content Migration Customer Experience and Quality Assurance Marketing Automation Creative services 8

10 eclerx Cable and Telecom Services Quality Monitoring eclerx is a leading provider of technical support services to global Cable and Telecom providers and call centre and technical operations organisations. In-house Monitoring and Analysis Third Party Vendor Monitoring and Analysis ecare Monitoring and Analysis Call Optimisation Projects Technical Services Avoidable Truck Roll Mgmt. Tiered Technical Support Chat End-user Services Voice Provisioning Home Security Provisioning Work Order Accuracy Work Order Audits and Correction Billing Database Support Revenue Assurance Batch Posting Business Services Audits KPIs: Call Center KPIs, CE and Vendor Performance Mgmt. KPIs: Avoidable Service Spend and Tech Support CE KPIs: Operating Cash Flow and Contact Avoidance 9

11 Agenda Company Overview Service Offerings eclerx Differentiators Financial Highlights 10

12 Key Challenges and eclerx s Response Typical KPO Challenges Demand Side Revenues are project-oriented and volatile Stiff competition from captives and other third party providers Supply Side Growth highly dependent on ability to hire very specialised resources, which are hard to find High attrition levels Limited-scale benefits when replicating services Nature and Size of Engagements Processes supported are core to our clients businesses and non-discretionary Long-term contracts (2-3 years) predictable and recurring revenues Specialised Service Offerings Highly specialised services based on deep domain proficiency in target industries High percentage of business derived through reverse inquiry from existing clients, and only a minority portion typically via RFP Process Engineering Processes substantially re-engineered to regroup tasks into a few high domain, complex roles and a larger proportion of more rule-based activities Platforms and Automation Dedicated in-house technology team builds proprietary workflow tools and platforms High degree of business logic embedded in platforms, further reducing the need for costly specialist talent Knowledge Management eclerx Differentiators In-house training school with 4,000+ courses spanning specialisations High-velocity model for providing core product, process and industry skills Allows us to substantially broad base the talent pool, driving down cost 11

13 Our Delivery Framework People and Knowledge Management Focus on developing tacit institutional knowledge Tacit product + industry knowledge and specific process training development 4,000+ training courses and tests covering products, process, systems, soft skills; instruction checklists Manager training focused on connecting the dots PCMM Level 3 processes reduce people dependence and improve quality and speed of transitions Reduce time to effectiveness of new employees, mitigating the attrition impact Allow cross-training and reduce reliance on individual superstars, effectively broadening the hiring pool Focus on documenting specific process steps and internal training provide critical background during transitions Process Design and Automation CMMI Level 3 certified technology development team is a critical enabler to process improvement Process step simplification + embedding of business logic into tools and checklists; reduces expert need Manifests in applications such as workflow, reconciliation, dashboards and tools Team provides business analysis support to clients technology teams Helps clients systematically improve applications using our metrics as diagnostics Some applications deployed by clients to dramatically streamline processes e.g. reconciliation engines Quality, Governance and Risk Management Six Sigma based quality initiatives BPI Employee-generated process improvements, BPI forum / QPI quality audit (conducted by the central team) Governance structure Onshore engagement for relationship governance, MBRs / QBRs identify process improvement opportunities Risk assessment framework Daily issue logging and management broadcast of program health, FMEA risk assessments Highly Resilient, Secure and Flexible Delivery ISO certification for information security IS governance and polices continually benchmarked to industry best practices Operating window spans EMEA, the U.S. and Asia-Pacific due to the nature of our clients businesses BCP managed by simultaneous delivery across three cities 12

14 Agenda Company Overview Service Offerings eclerx Differentiators Financial Highlights 13

15 Financial Highlights Revenue EBITDA PAT INR mn 8,520 9,745 3,646 3,480 2,557 2,297 6,424 2,120 2,365 1,598 1,716 4,952 1,586 1,224 2,465 3, Consistent growth in revenues and profits Industry-leading operating and net margins Clean, highly liquid and debt-free balance sheet total cash and cash equivalents of INR 4,408 mn Consistent growth with industry-leading margins. 14

16 Revenue Demographics Currency Mix Geographic Mix FY14 FY15 FY14 FY15 GBP 5% GBP 5% ROW 4% ROW 4% EURO 14% USD, 81% EURO 12% USD, 83% Europe 22% North America, 74% Europe 20% North America, 76% Top 5 Client Contribution 74% 67% Steady revenue quality across all risk parameters. 15

17 Why eclerx? One among the largest third party KPO focused firms in India Highly specialised services based on deep domain proficiency in target industries Deep and diversified relationships with highly referenceable blue chip client base High revenue visibility Annuity model with long-term contracts 14 years of proven track record in delivering core and critical services Demonstrated ability to integrate domain knowledge, process engineering, automation and information security practices to deliver high-value processes most cost effectively History of consistent growth with industry-leading margins Liquid and debt-free balance sheet 16

18 Accolades Best Use of Technology for Ops Excellence at the Asia BPO Summit 2015 Finalist in four categories for NOA Professional Awards 2015 Won the QIMPRO award for 2014, in the Process Optimization category Won the MAKE Asia Award for the second time for delivering value based on customer knowledge Business Standard conferred eclerx as Star SME of The Year Nominated in the Deloitte Technology Asia Pac Fast ranking 17