Corporate Presentation FY14

Transcription

1 Presented to: Corporate Presentation FY14 Data Domain Delivery July 2014

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 >7,000 Analysts, Project Managers, Specialists out of India and globally Acquired Cable and Telco focused Agilyst in 2012 Service Expertise Digital Marketing Services: Providing expertise and services in Data Mgmt., Analytics & BI, and Commerce & Content Services Financial Services: Operations, Finance & Control and Data Mgmt. support across client types Cable and Telco Services: Providing revenue assurance and quality control solutions to MSOs in US and UK Accolades International Outsourcing Contract of the Year NOAA 2013 Use of Technology for Operational Excellence BPO Excellence Awards Asia s and India s Most Admired Knowledge Enterprise 2012 Top 15 India s Top IT enabled service & BPO Companies" Dun & Bradstreet Forbes Asia Best Under a Billion 2011 Data Industry Footprint Retail and etail Hi-tech & 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 IPO Software development teams appraised at CMMI 3 Opened a delivery centre in Pune at Hinjewadi a SEZ Unit Named as Rising Star by IAOP Sales presence in Chicago, Dalian Awarded for Innovative HR practices by Asia Pacific HRD congress Best Mid-cap by Finance Asia Second office in Chandigarh Sales office in Austin, U.S.A Offshore Delivery Centre (ODC) in Sewri (Mumbai) Obtained ISO Certification Started second ODC at Ghatkopar (Mumbai) Fourth ODC at Pune Became first KPO listed on the BSE and the NSE Crossed turnover of INR 1,000 mn Total number of employees crossed the 1,000 mark Opened 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 Corporate office in Mumbai Expanded in Pune and Ghatkopar Acquired Agilyst Inc Most Admired Knowledge Enterprise 2011 MAKE winner New office in Philadelphia Awarded OTC Infrastructure Service of the year at Risk Awards

5 Skill and Scale A Great Combination KPO eclerx Sweet Spot Specialized domain knowledge Complex operational delivery Specialized 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 Marketing Services Cable and Telco 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 and media companies Specializes in supporting digital activities through content development, online performance optimization 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 & Telco industry Strong foothold in US cable industry to leading US providers of broadband, entertainment, and communications products and services Services include critical error identification, customer experience analysis & 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 Offering 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 & Confirmations (Paper & Elec.) Securities Documentation Trading Relationship Document Administration Settlements Settlements, Clearing, Fail Management Finance Financial Accounting, BC&E, Product Control Margin Collateral Operations & Portfolio Reconciliation Asset Servicing Announcements, Corporate Actions, Claims Reference Data and KYC Risk Management Client On-boarding, KYC, SSI, Static Data Operations Risk & Control, Regulatory Support 7

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

10 eclerx Cable and Telecom Services eclerx is a leading provider of technical support services to Global Cable and Telco providers call centre and technical operations organizations. Quality Monitoring In-house Monitoring and Analysis Third Party Vendor Monitoring and Analysis ecare Monitoring and Analysis Call Optimization Projects Technical Services Avoidable Truck Roll Mgmt. Tiered Technical Support Chat End User Services Voice Provisioning Home Security Provisioning KPIs: Call Center KPIs, CE and Vendor Performance Mgmt. KPIs: Avoidable Service Spend and Tech Support CE Work Order Accuracy Work Order Audits and Correction Billing Database Support Revenue Assurance Batch Posting Business Services Audits 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 Demand Side Revenues are project-oriented and volatile Stiff competition from captives and other third party providers Supply Side Typical KPO Challenges Growth highly dependent on ability to hire very specialized 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 nondiscretionary Long-term contracts (2-3 years) predictable and recurring revenues Specialized Service Offerings Highly specialized 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 rules-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 2,700 courses spanning specializations 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 Process Design and Automation Quality, Governance and Risk Management Highly Resilient, Secure and Flexible Delivery Focus on developing tacit institutional knowledge Tacit product + industry knowledge and specific process training development 2,700+ 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 ; improves quality and speed of transitions Reduces time to effectiveness of new employees hence mitigates attrition impact Allows cross-training and reduces reliance on individual superstars; effectively broadens hiring pool At transition, focus on documenting specific process steps, internal training provides critical background CMMI Level 3 certified technology development team 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 tools Team provides business analysis support to client technology teams Help clients systematically improve applications using our metrics as diagnostics Some applications deployed by clients to dramatically streamline processes e.g. reconciliation engines Six Sigma-based quality initiatives BPI employee generated process improvements, BPI forum / QPI quality audit (conducted by central team) Governance structure Onshore engagement for relationship governance; MBR / QBR identify process improvement opportunities Risk assessment framework Daily issue logging and management broadcast of program health; FMEA risk assessments ISO certified for information security IS governance and polices continually benchmarked to industry best practices Operating window spans EMEA, US and Asia-Pacific due to the nature of our clients business BCP managed by simultaneous delivery across four facilities and two cities 12

14 Agenda Company Overview Service Offerings eclerx Differentiators Financial Highlights 13

15 Financial Highlights Revenue EBITDA PAT INR mm 8,520 3,646 2,557 6,424 4,952 2,120 2,365 1,598 1,716 3,661 1,586 1,224 1,932 2, 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 3,546mn Consistent growth with industry leading margins. 14

16 Revenue Demographics Currency Mix Geographic Mix FY13 FY14 FY13 FY14 GBP 4% Other 1% EURO 13% USD 82% GBP 5% EURO 14% USD 81% ROW 5% Europe 20% North America 74% ROW 4% Europe 22% North America 74% Top 5 Client Contribution 79% 74% Steady revenue quality across all risk parameters. 15

17 Why eclerx? One among the largest third party KPO focused firms in India Highly specialized 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 13 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 Winner of the OTC Infrastructure Initiative Award CSA Scrub Solution by Risk Magazine Listed in the Top 100 Best Outsourcing Providers list Global Services 100 Selected as an honoree for CIO magazine s 27th annual CIO 100 Awards Won the Knowledge Management Leadership award World Education Congress Featured in Outlook Business Fastest Growing Companies list Won the NOA International Contract of the Year award Global Reference Data Operations Won the EOA (European Outsourcing Association) Outsourcing Works Award for Delivering Business Value in a Pan-European Outsourcing Project Recognized in the 2014 IAOP Global Outsourcing 100 ranking and included in their 'Best 10 Companies Marketing Services' and the 'Best 20 Companies Financial Management Services' sub-lists 17