On-Demand CRM. Presentation. ON-DEMAND CRM/CORPORATE February 2, Tata Communications, Ltd. All Rights Reserved

Transcription

2 Contents Introduction Why CRM Market and Business Snapshot Product Offerings Tata Communications Value Proposition 1

3 Introduction

4 The Tata Group At a Glance One of most respected multinational business conglomerates 1 Recognized in Forbes list of World s 20 Most Reputed Companies Market capitalization of USD $70B FY revenues 2 of USD $29B, profit of USD $2.9B (over 50% of group revenues earned outside of India) Largest employer in the private sector with 330,000 employees, operating in more than 85 countries across six continents 1 Awarded in 2006 by the United States India Business Council (USIBC) 2 The Corus acquisition would notionally add, for FY 06-07, USD $19B (est.) to revenues; at the time of de-listing in April 07, Corus had a market capitalization of USD $12B 3

5 The Tata Group Commitment to Global Diversification International acquisitions in every sector Joint ventures and subsidiaries around the world 4

6 Tata Communications Industry Infrastructure Customers Industry Leader #1 global wholesale voice #1 global submarine cable capacity #1 international long distance services in India #1 enterprise data services in India #1 Internet services in India State-of-the-art Infrastructure 200,000 route km global network 300 points of presence (PoPs) 20+ terabit submarine capacity ~1M sq. feet of data center space Customers 1,500 global carriers 600 mobile operators Fortune 1000 of India 5,000+ SMEs in India 500,000 Internet and broadband subs 5

7 Tata Communications Financial Highlights Institutional Investors 14% Retail Investors 3% ADRs 6% Consolidated Financials; USD Million, as per US GAAP Government of India 26% Tata Group 51% Operating Revenues FY05 FY06 FY07 FY EBITDA As of March 21, 2007 Market Capitalization (as on Dec 31, 2007) USD 5.5 Billion 6

8 Tata Communications Our Vision Deliver a new world of communications to advance the reach and leadership of our customers. Our Commitment and Strategy Commitment Invest in building long-lasting relationships with customers and partners and lead the industry in responsiveness and flexibility. Strategy Build leading edge IP-leveraged solutions advanced by our unmatched global infrastructure and leadership in emerging markets. 7

9 Market and Business Snapshot

10 We understand that today s business environment requires you to Look at all possible technologies that will make your operations leaner and faster Focus on technologies and projects that will create a tangible economic benefit for the business, with near-term returns Enable rapid communication within your organization and its customers since it is critical to respond to a quickly changing environment Make technology work harder and put business on a faster trajectory maximizing the use of existing network, infrastructure and application capacities, adopt faster-to-deploy and quickly-scalable business applications like ERP, CRM, DMS, etc. to reach and serve customers smarter and faster Essentially all you want to do is make your resources work harder in today s tough times 9

11 Do you have these answers for your business? What is your revenue per sales person? What is your lead conversion ratio? What is your lead turnaround time? What is the average amount of time your firm requires to complete each selling step? How well do you know your current customers? How many of them will go to the competition in the next year and at what revenue loss to you? Are you able to manage the top 20% of accounts that give you 80% or your revenue? How effective are your marketing campaigns? What are the success rates and profitability comparisons for your individual products? Do you know how many customer service issues each of your customers has had? Do you know which customers consume most of your CS rep s time? Do you have critical customer data on PC's that could be lost or taken and should be on one database? The solution lies in effective Customer Relationship Management (CRM) 10

12 What is your revenue per sales person? What is your lead conversion ratio? How efficient are your sales people? What s your lead turnaround time? What s the average amount of time to complete each selling step? What is your customer churn ratio? How well do you know your current Are you able to manage the top 20% of accounts that customers? give you 80% or your revenue? What is their reach? How effective are your marketing campaigns? What is the revenue vs. cost? Are they targeting the right audience? IS this you? How efficiently Do you know how many customer service issues you have? do you service your customers? Do you know which customers consume most of your CS rep s time? Do you have distributed customer data? 11

13 CRM (CRM) is a business process used for Sales force automation Sales Force Automation Marketing automation Customer Tools manage support sales opportunities more effectively Collaboration Providing their and managers reportingreater visibility into the sales process Automating marketing activities Marketing Automation Customer Support Campaigns and advertisements Measuring By managing the customer effectiveness issues of marketing programs Aiding customer support people satisfy those issues CRM is not merely another new technology, but a business imperative in the current economy 12

14 How a good CRM solution answers these questions Customer Relationship Management (CRM) is a business process used for Sales force automation Marketing automation Customer support Collaboration and reporting Sales Force Automation (SFA) Tools to manage sales opportunities more effectively Providing their managers greater visibility into the sales process Marketing automation Automating marketing activities Campaigns and advertisements Measuring the effectiveness of marketing programs Customer support By managing customer issues Aiding customer support people satisfy those issues CRM is not merely another new technology, but a business imperative in the current economy 13

15 We have the right CRM offering to help you transform your business TATA Communications On-Demand CRM 14

16 Product Features and Portfolio

17 Product Features Sales Force Automation Marketing Automation Customer Support Reporting Opportunity management Contact management Account management Forecasting Outlook plug-in Multi-channel campaigns Campaign manager marketing Web-to-lead forms Lead management Self-service portal Case management Inbound Knowledge base Bug tracking Marketing analytics Sales trends Case reports Dashboards Customer profiles Mobile solutions Marketing analytics Tata-SugarCRM not only provides the above features but also additional capabilities like collaboration and advanced reporting 16

18 Product Offerings on CRM Edition Professional Edition Professional Plus Enterprise Edition Feature Set Plug IN for MS Sales forecasting Reporting Advanced charts Advanced dashboards Additional: Offline client Additional: Self-service portal Advanced SQL reporting Oracle support Wireless Team management Workflow management 17

19 Screen Shots of the Console 18

20 Leveraging Our Worldwide Presence Data Centers Cabinets, cages and suites Carrier class design Fast provisioning Custom solutions for greater flexibility World-class service performance levels Flexible commercial arrangements 24x7x365 customer care Self-sufficient infrastructure (HVAC, power, fire and security) Fully redundant air and power conditioning systems Multiple connections to local metro and local long haul carriers Flexible professional services including: First line support Remote hands Smart hands Custom designed services First Service Provider in India to be 19

21 AV/AS/Content Filtering Automated signature updates Incoming mail size restrictions Notifications for quarantine mail: Virus Spam Bad content Oversize mail Policy on guard against denial of service Filters both external and internal mail Reports at month end Backup and Restore Daily backup Weekly backup Monthly backup 6 days 3 weeks 3 months 7 days for end user to self-recover any deleted mail items 20

22 Storage and Archival Storage Technology SAN solution for shared and high-end dedicated will allow easy scalability DAS solution as an added option for some dedicated customers who also require scalability where SAN is not suitable On-board solution for low-end non-redundant requirement Aggregated storage for customer to control Archival (optional) For compliance requirements We provide features but customers are responsible for compliance For extended storage requirement Considering near-line/offline low-cost extended storage 21

23 Superior Service Level No. Indicator Description Target 1 SAR Service Availability Rate 99.9% (guarantee) 2 TTR Time To Restore Severity level 1 100% within 4 hours Severity level 2 100% within 72 hours Severity level 3 100% within 72 hours System operation availability Service Operations L1 (monitoring and ticketing and administration) Hours 24x7x365 24x7x365 L2 (troubleshooting, problem management and system administration) L3 (designing solutions, resolving and handling escalated ticket) 24x7x365 24x7x365 22

24 Solution Network Diagram TC Data Center Firewall/ Switch IP Internet Loadbalancer Switch Customer end access devices TC MPLS network Web Server Pool CE TataComm MPLS VPN Database Cluster Storage Device (NAS/SAN) 23

25 Value Proposition

26 Advantages of Tata Communications On-Demand CRM Model On-Premise CRM High CAPEX Long implementation cycles Rigid, difficult to scale Upgrade patches at extra cost Need to have large dedicated IT staff Less ROI and over a longer timeframe Limited access across a few devices No CAPEX On-Demand CRM Implementation in few weeks Scalable Free upgrades Minimal IT staff required Immediate and higher ROI No vendor lock-in in open source CRM Anytime, anywhere access across various devices 25

27 Tata Communications Value Proposition Service level agreement on uptime All upgrades taken care for the customer World-class (internationally certified) data centers Highest level of data security Single point of contact for the customer With feature set exceeding that of the major CRM players, Tata-Sugar offering will cost up to 25% lower than similar offerings of the competitors We offer you a superior product at an affordable price 26

28 Tata Communications Value Proposition Ease of use and management Lower and predictable total cost of ownership Easy and quick to deploy Highly scalable Zero CAPEX Simple pay-as-you-go pricing model All the advantages and functionalities of onpremise CRM solutions, without the associated hassles and expense 27

29 Application Partner Value Proposition Rapidly growing US based company with a superior product and competitive price 4,000+ customers globally Has a strong presence in SME as well as large enterprise categories Experience in servicing user base ranging from 10 to 10,000 Independent research agencies, like the Infotech Research Group in 2007, have Placed SugarCRM in the leaders category ahead of players like Microsoft Dynamics, Sage Software and Oracle SugarCRM is the benchmark to go by Forrester Research 28

31 SI Partner Value Proposition End-to-end implementation Customization Training Post implementation support 30

32 Add-on and Complementary Services Add-on services MPLS connectivity DR Additional storage Complementary services Hosted business messaging InstaCC Audio conferencing Web conferencing 31

33 Thank You February 2, 2010