isoftstone Business Process Outsourcing (BPO) Services Helping Customers Succeed, and Creating Real Value

isoftstone Business Process Outsourcing (BPO) Services Helping Customers Succeed, and Creating Real Value

Contents Business Overview Our Advantages Industry-specific BPO Services >>Financial Services, Investment Banking and Securities >>Retail Banking >>Insurance Cross Industry BPO Services Technical Expertise Case Studies >>Global Investment Bank: Offshore BPO >>China Life Insurance: Digital Archiving Services

Business Overview With a global service network and exceptional business processing solutions, isoftstone provides comprehensive end-to-end BPO services for global clients. isoftstone s BPO services aim to provide the most cost-effective solutions through the best delivery methods and processes to ensure that customers can focus their internal resources on key business processes thereby significantly improving the efficiency of their daily operations and reducing costs. We provide customers with a full range of services spanning from business consulting and technology services to operational Management, covering the target industries including banking, financial services and insurance industries, as well as healthcare and public sector. 2

Our Advantages isoftstone provides BPO solutions for major global commercial banks, investment banks, energy companies, insurance companies, and other large enterprises. Our strengths are reflected in the following areas: >> Industry Experience isoftstone provides solutions and core business systems, in particular, banking systems, life insurance systems and property insurance systems for major domestic commercial banks, investment banks, power companies, insurance companies, logistics companies and other large enterprises. >> China-based Service Network isoftstone s BPO global headquarters are located in Beijing. isoftstone additionally has operating centers located in Dalian, Tianjin, Wuxi, Xi an and Shenzhen, serving our global offshore outsourcing business. >> Global Delivery Model With the assistance of consultants from Japan, the United States and China, isoftstone provides offshore sales and delivery, adopting a China-based global offshore outsourcing model. We combine our regional operations center and regional training centers to provide customers with worldwide service support and talent reservation. >> Cost Advantages isoftstone provides customers with a unique cost advantage based on a scaled human resource structure. >> Language Advantage isoftstone has BPO service delivery capabilities in multiple languages. We have the capacity to mobilize for large projects in English, Chinese (Mandarin), Korean, Japanese, as well as other European and Asian languages. 3

Industry-specific BPO Services Financial Services, Investment Banking and Securities Services: >> Trading Platform Responsible for day-end processing operations, desktop services, reporting statistics and report management work. Business line also includes review of data compilation and other credit operations in trading platform. >> Corporate Finance Financial services consist of receivables management, payables management, reimbursement management, capital allocation and tracking processing. Weal so provide payroll management and financial data analysis services. >> Transaction Procession The transaction processing between financial services operation and investment banking mainly refer to partial business operations support, including transaction support, transaction data achieving/entry, transaction completed, statement analysis, data checking and balance of account. >> Loan Management Loan management includes the compilation and digitization of loan data, loan information entry and customer information auditing. >> Account Reconciliation Account data auditing and account reconciliation, providing statement analysis. >> Data Management and Analysis Data Management and analysis include logistical support (human resource management and document management). Service in particular areas (legal and audit document imaging service), operational real-time data entry, stock fixed income and research. 4

Retail Banking With advanced technology and in-depth professional knowledge of our serviced industries, isoftstone provides high-quality BPO services for banking customers. isoftstone s BPO technical processing center can provide 24/7credit card application processing and account services. Through continual process optimization, our business processes ensure integrity, security, timeliness and significant cost advantages for customers. Services: >> Document and Data Management User data verification and credit assessment; customer data verification; review and analysis of user transaction data; Data base establishment and data mining. >> Account Application Processing Auto loans and credit card application (paper or electronic version). >> Middle and Back Office Services Desktop maintenance, account maintenance, transaction and payment processing, information verification and authorization auxiliary treatment. >> Banking Services Document imaging and storage, customer statements and recovery, data acquisition and management, audit report management, document preparation, indexing, tracking and recovery and remote disaster recovery. 5

Industry-specific BPO Services Insurance isoftstone provides efficient data management support and services for United States and European domestic life, property, accident and health insurance companies. isoftstone s operation center in Wuxi handles over 2,000,000 insurance copy documents per month, and was able to provide prompt response within 4 hours or less with high accuracy. Services Scope: >> Images of the Policy Management and Storage Management Collection of policy documents and application materials. >> Data Management and Policy Review Data entry, data validation and data management, verify whether documents complete or not and key dates and establish workflow policy. >> Security Services Contract termination, changes in policy information processing, remittance and online business processing. Accommodation paid processing, financial proof of treatment, premium renewal and replacement processing. Insurance content change, insurance abandonment and insurance closing notice. >> Claims Processing Processing, review, analysis, payment, recommendations, report, and status inquiries of claims documents. >> Printing and Mailing Policy Bill printing and mailing, document scanning and document management workflow system. 6

Cross Industry BPO Services isoftstone provides certain BPO services across industries to large multinational corporations, government departments and state-owned enterprises. Services Scope: >> Finance and Accounting Services Including receivable / payable management, reimbursement management, procurement management, account reconciliation, financial statements and other services. >> Healthcare Services Medical payment services: medical information electronically, data extraction, ICD / DRG code conversion, claims processing procedures and billing management; Customer Care: Account Management, Web / Call self-service, health care plans; Medical expenses audit: data mining, over-payments, medical institutions, credit management, billing audit and accounting. >> Personnel Services Provide performance management, payroll accounting, benefits administration and accounting, payroll, reimbursement payment and employee records management. >> Data Management and Documentation Services Includes metadata management, records management, document scanning and entry. 7

Technical Expertise Thanks to isoftstone s technology services industry experts, we use our own technology advantages to combine with the customer's core technology systems, to optimize and maximize efficiency with the customer's existing business processes. After years of BPO experience, isoftstone has gained many BPO core technology support systems. >> Image processing and character recognition technology Images can be compressed, formatted, converted, encrypted, and also matting, shielding, watermark and cutting processing are available. Due to our character recognition engine tool technology, we can handle handwritten and printed Chinese characters, numbers, English and Japanese for automatic identification, and can form the layout of document split and restore processing. >> Network transmission and encryption technology isoftstone BPO operating system can achieve both point-to-point and multi-point transmission. Larger pictures can be cut and compressed before transmission, then restored after received. Through the application of encryption algorithm, we encrypt the transmissive documents in order to prevent information leakage. >> Business process integration and management technology With a proprietary workflow processing system, isoftstone seamlessly integrates its BPO operating system to the client's core business systems.. View function of business processing and KPI management tools can provide a visual management convenient to supervisors. >> BPO operations management tools Scientific methodologies are applied in isoftstone BPO operation management, such as Six Sigma and Lean. Bpo Business Mobilization Process Project Evaluation Planning Operation Operation Stability Project Evaluation Project Strategy Manpower Planning Process Design Project Team Setup It&infrastructure Knowledge Transfer BCP Process Execution Resource Recruitment IT&infrastructure Business Knowledge Transfer Bcp Business Continuity Planning Business Task Mobilization, Sla(Service Level Agreement) Task Stability Risk Report Productivity Improvement BCP 6 Sigma Lean Practice Process Documentation Reduce The Defects Or Variability Process Optimization Risk Analysis And Control Data Analysia Reduce Cast Process Effectiveness Authorization To Employees Root Cause Analysis Visual Process Process Documentation Process Quality And Control Operating System Management 8

Case Studies: Delivering BPO Services for a Global Investment Bank CLIENT A global investment bank INDUSTRY Banking and Financing PRACTICE Business Process Outsourcing of financial derivative processing platform isoftstone becomes the first BPO vender of famous international investment banking in China through the cooperation with the global investment bank. >>Situation One of the largest European-based investment banking groups was looking for a strategic outsourcing vendor to help manage operations for its international trading desks. While shopping for vendors the global investment bank found many Chinese vendors that have had success providing business process outsourcing (BPO) services to offshore customers, however, most of their services have been limited to low-end, labor-intensive services such as data entry, file management, video/image management and simple data processing. As the bank was seeking a vendor with higher skilled resources, it looked to isoftstone(iss), who offered better skilled BPO and consulting services compared to other vendors. isoftstone has a demonstrated history of building Offshore Delivery Centers(ODC)that meet the exacting security requirements of their clients. In 2008, isoftstone was awarded a significant BPO contract with the Global Investment Banking Group of the second-largest bank in Europe. By contract, isoftstone facilities in Shanghai would provide operations support to the bank s Derivatives trading desks around the world. This was the first time a Chinese company signed such a high-value added contract with such a prestigious client. Currently, isoftstone provides various services including trade capture, deal review, settlement, confirmation, reconciliation and MIS reporting. Given the important nature of these tasks, isoftstone also takes the responsibility of communicating with different departments and coordinating with the abroad vendor of the global investment bank. isoftstone is involved in the benefit and name of many fixed income and derivative departments in the bank. isoftstone s services have become an integral part of client s trade life cycle. >>Solution According to the characteristic of this global investment bank business, isoftstone created a series of Key Performance Indicators (KPI) and Standard Operation Process (SOP), by strict monitor of which, we can standardize and improve our service with qualitative and quantitative methods to make sure a high-level service. At the same time, isoftstone is focusing on communication with the client to get feedback instantly and set up regular goals and adjustment of construction for amending the standards to client s business structure. In addition, isoftstone leveraged its local expertise and connections to complete the renovation fast. The client is very satisfied with isoftstone s Shanghai ODC. To ensure smooth communication with global clients, isoftstone emphasizes foreign language skills and the communications capabilities of candidates in personnel recruitment. While English is the de facto standard business language, isoftstone also has personnel who speak Korean, Japanese, French and Cantonese. Employees generally have overseas educational and/or work experience. In a never ending quest for improvement, isoftstone provides on-going English language training to ensure that all personnel have the best possible communication skills. 9

The client needs isoftstone s BPO employees to have basic derivative product and investment banking industry knowledge. isoftstone hires BPO personnel based on these requirements and provides training to continuously enhance employees knowledge base in these areas. isoftstone encourages employees to improve themselves through industry standard certification programs such as the Chartered Financial Analyst program. isoftstone - the global investment bank offshore center is part of their world network and also the rare first class BPO center in China. isoftstone comply with the security rules strictly and sign a confidential agreement with each of our employees to specify employees security rights and responsibility. Main Technological platform Investment banking business core platform (transaction platform of financing derivative ) >>Business Fuction Derivatives trading offshore operation support, including securities, bond, future, option, swap and exchange; Support over the world, mainly in North America, EMEA and Asia; Business including transaction support, transaction data gathering/entry, transaction closing and delivery, report analysis and information checking and auditing. >>Results Offer 5*24 offshore operation support, save 50% of client s cost. >>Benefits Cooperation between isoftstone and the global investment bank is not simply an HR outsourcing, since employees need to not only abide by client s rules and regulations, but also make creative recommendation to optimize client s e business procedure in order to improve the service and reduce cost. The relative demands has been written in the cooperative agreements, which help isoftstone and the global investment bank build a tighter relationship instead of traditional buyer-vender relationship in BPO project. 10 >>Development Our team has grown from 20 FTEs in 2008 to 140 by the end of 2010. The size of our team continues to grow with the increasing confidence the client has in iss s capabilities. Our goal is to reach 200 FTEs by 2011.

Case Study: Managing Digital Archiving Services for China Life Insurance CLIENT China Life Insurance INDUSTRY Insurance PRACTICE Business Process Outsourcing isoftstone conducted the world s largest digital archiving and processing project across 9 provinces in China. >>Situation China Life Insurance Company Limited (China Life) is the largest life insurance company in Mainland China. It is the only Chinese insurance company on the Fortune Global 500 list and the World Brand 500 list. China Life was dual-listed on the stock exchange in New York and Hong Kong s in December 2003. China Life wanted to expand its customer service offering and improve efficiencies. In order to make these improvements, China Life needed to upgrade outdated data processing procedures and technology. China Life partnered with isoftstone to manage converting its immense amount of insurance papers into digital archives and to ensure that the digital archives would synchronize with current data systems. >>Solution isoftstone began China Life s Achieve Digitalization Project in March 2009 with the goal of completing digital archive services including 320 million pages of content for nine provinces in China over a two year period. To organize the overwhelming data processing task, isoftstone developed an on-site operation management system and an interface system that integrates with China Life s core business system. isoftstone organized four talented teams to work simultaneously to complete this project efficiently: Recruitment and training: This team was responsible for building onsite teams in major cities in China to provide 24/7 digital archiving services. Software development: This team created a custom scanning input system and developed modules for different insurance categories. Data entry: This team provided data entry services for every business archive in the local province and input data from other provinces via a remote system. Network system development: This team developed a network system to facilitate the fast transmission of images/pictures. This system also allowed China Life to monitor the entire implementation process online, in real-time. 11

To alleviate China Life s concerns about data security, isoftstone set up the Data Entry Center at isoftstone s Business Process Outsourcing (BPO) Operation Center in Wuxi. The BPO Operation Center is located at Wuxi K-Park and follows strict security measures and quality control policies. >>Benefit China Life saved time and money by partnering with isoftstone. The digital archiving project could have taken many years and been very resource intensive if China Life took on the project internally. A competing vendor made a digital archiving proposal for China Life that was 11 times the cost presented by isoftstone with a 16 year timeline. Because isoftstone was able to provide lower cost resources, 24/7 data entry and digital archive services, the project timeline was dramatically cut to two years with reduced costs. The technology upgrades, resources and digital archives provided by isoftstone offer China Life s data processing system new capabilities that promote better customer service. For example, because the data has been digitally archived and stored on a network system, data searching times have been cut significantly, which means employees can find customer data faster in order to deliver a more informed and faster service. 12

Global Headquarter (Beijing) International Software Plaza, Bldg 9 Zhongguancun Software Park No.8, West Dongbeiwang Road, Haidian District, Beijing, China 100193 Tel: +86 10 5874 9000 Fax: +86 10 5874 9001 E-mail: contact@isoftstone.com North America Main Office 117 South Main Street, Suite 200 Seattle, WA, USA 98104 Tel: +1 206-623-3725 Fax: +1 866-661-1128 www.isoftstone.com Copyright 2011 isoftstone Holdings Ltd. All rights reserved. 0021104 - BV5-5000