HCL: Corporate Overview

Version: 2/09
HCL: A Snapshot
HCL Technologies Business Lines
Product Engineering & R&D, Enterprise & Custom Applications, Enterprise Transfor
mation Services Infrastructure Management, & BPO Services
Financials* Total Revenues - $ 5 EBITDA Bn
HCL Infosystems
Hardware, System Integration, Networking Solutions, Managed ISP Services, Homela
nd Security & ICT Distribution
- $ 550 Mn
Industry sectors
Manufacturing & Lifesciences, Aerospace & Defense, Energy and Utilities, Governm
ent, Financial Services, Telecom, Media & Entertainment and Retail & Consumer
Employees 60,000
Indian Market Focus
Global Market Focus
Global Presence
Operations spanning 23 countries
Delivery Facilities USA, UK, Poland, Singapore and India
India Presence
Offices in 170 cities, 500 service centres reaching 4,000 towns
Distribution Network
83,000 outlets in over 9,000 towns
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*Trailing Twelve Months (TTM) as on 31st March, 2009
HCL Technologies: Key Service Offerings
Verticals
Banking Financial Services Insurance Capital Market Services (CMS)
Total IT Outsourcing Finance and Accounting Services Technical Support Services
Service Offerings
Business Process Outsourcing (BPO)
Knowledge and Legal Services Supply Chain Management Customer Relationship Manag
ement Data Management Services
IT
Application Portfolio Optimisation (APO) Enterprise Resource Planning (ERP) Appl
ication Development Content Management Application Testing SOA & Middleware Web
Technologies Mainframe
Retail Media, Publishing & Entertainment Pharmaceuticals Telecom Service Provide
rs Aerospace Energy & Utilities
Application Maintenance and Operations Infrastructure Management
Infrastructure
Systems Engineering Mechanical Engineering Software Engineering Software as a Se
rvice (SaaS)
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HCL BPO Services Overview
HCL BPO: Leadership Credentials
HCL BPO among the Top 5 service providers in the UK market for Life & Pensions T
he first Indian BPO to enter the Telecommunications Expense Management (TEM) mar
ket 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 Leve
l 3 of People CMM Pioneered blended-shore operations for Indian BPO service prov
iders Largest BPO service provider in Northern Ireland The largest provider of T
elecom BPO services in Asia
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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
Processes: 200+ Professionals: 11,400+ Global Delivery Centres • 11 centres in Ind
ia
• • 6 centres in UK 4 centres in US
Quality and Compliance Driven Delivery
COPC, CCA, ISO 9001, ISO 27001, ISO 20000, ISO 14001 SAS 70 Certified, OHSAS 180
01 Operational Excellence through Six Sigma and BPR
Technology Upgrade
EnsureIT
an IT Service Management (ITSM) Programme Targets to deliver 99.9% of service up
time
Multi-lingual Support
8 European languages
Service Offerings • Business Generation
• Operations Management • Management Decisioning • Platform-based Services
Key Relationships – BT, Macy’s, Safeway, Deutsche Bank, Office Depot
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*Trailing Twelve Months (TTM) as on 31st March, 2009
HCL BPO: Technology Network
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HCL BPO: Technology Network
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HCL BPO: Industry Accolades
Customer Focus
Ranked 4th globally among Business Process Outsourcing Vendors
The Black Book of Outsourcing, 2008
Capability Excellence
HCL BPO wins 2008 CIO ‘Bold 100’ award
CIO-IDG India 2008
People Focus
Ranked No.1 Employer in India and Best Employer in Asia
Hewitt Associates, 2009
HCL BPO wins Technology Award
Indiatimes BPO Industry Awards 2008
Ranked 11th among Global Service Providers
International Association of Outsourcing Professionals (IAOP), 2008
Ranked 3rd in the Employee Satisfaction Survey
DQ-IDC, 2008
Special award for consistent excellence for outsourcing practice across all disc
iplines
National Outsourcing Association, 2007
First BPO company in the world to be appraised at Maturity Level 3 of People CMM
QAI, 2007
Corporate Ethics
Corporate Excellence
Ranked in the “Leaders” Category of the Global Outsourcing 100
IAOP (International Association of Outsourcing Professionals), 2009
Won the 1st ‘Investor of the Year’ award for employment generation in UK
UK Trade & Investment Board, 2006
Ranked amongst the Top 3 Contact Centres in Asia Pacific
Frost & Sullivan, 2006
Ranjit Narasimhan, President and CEO, HCL Technologies Ltd - BPO Services receiv
ing the UKTI ‘Investor of the Year’ Award, 2006 from His Royal Highness, Prince Andr
ew, Duke of York.
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HCL BPO: UK Operations
Belfast
Established in January 1998 by BT 90:10 JV formed with BT in December 2001 HCL a
cquired 100% stake in 2004 Current capacity of 801 seats Won the Irish contact c
entre “Best New Service” award Northern Ireland’s largest BPO Firm, Top 10 private sec
tor NI employer & ‘Top 10’ UK outsourcer UK headcount around 2200+ Multi-lingual cap
abilities to support 8 European languages Leading player in Life Insurance & Pen
sion market HCL NI wins 2008 European Call Centre of the Year ‘Best People Practic
e’ Award

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 R
omford Services offered in the Financial Services Sector Current capacity of 121
2 Seats

Customers
Industry Accreditations
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HCL BPO: US Operations
Control Point Solutions
Acquisition in September 2008 World’s Largest Provider of end-to-end Telecom Expen
se Management (“TEM”) Services Leading manager of voice, data and wireless expense s
ervices Centres in New Jersey, Georgia, Missouri and Virginia Current capacity o
f 333 seats SAS 70 Type II certified
Control Point BPO services
Invoice receipt and loading Media conversions for billing optimization Missing b
ill tracking and ordering Image scanning for paper billing Invoice validation, r
econciliation of Move-AddChange-Disconnect of services to billing Contract and t
ariff rate auditing General ledger coding of charges
Control Point Solutions provides BPO and Application Service Provider (ASP) Serv
ices ASP Clients use the proprietary tools and infrastructure provided by Contro
l Point to perform their own invoice review, audit, coding, dispute generation,
reconciliation, and approval
Invoice approval, invoice batching to Client s accounts payable Dispute tracking
and reconciliation Identification of cost savings opportunities Business intell
igence reporting via a web portal
Customers
Carrier Clients
Government Clients
Confidential
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HCL BPO: Global Delivery Footprints
United Kingdom A1 Belfast, UK A2 Armagh, UK A3 Preston, UK A4 Romford, UK A6 Cro
ydon, UK
801 614 150 707 155 200
United Kingdom
Noida N1 Noida, India N2 Noida, India N3 Noida, India N4 Noida, India N5 Noida,
India
714 746 836 1499 1436
A5 Welwyn Garden City, UK -
United States Sunnyvale POP

New Jersey POP India

Bangalore B1 Bangalore, India Chennai

1435
United States U1 Missouri, US U2 Virginia, US U3 Georgia, US U4 New Jersey, US
34 83 77 139
C1 Chennai, India C2 Chennai, India C3 Chennai, India Total Capacity – 13,558
11 centres in India 6 centres in UK 4 centres in US
-
574 889 806 695 968
C4 Chennai, India C5 Chennai, India
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*Numbers mentioned are seat capacity in each centre
HCL BPO: Verticals & Horizontals
Telecom
• Service Fulfillment • Service Assurance
Retail & CPG
• Promotional Planning • Virtual Warehousing • E-Commerce Support • Direct Store Deliver
y • Track & Trace Support • Nutritional Coding • Sales Support & Administration • Loyalt
y Card Management • Store Operations Support
Banking & Financial Services
• Mortgage Processing • Credit Card Customer Support • Lender Support Services • Retail
Banking Services • Asset Management • Fund Accounting • Fund Administration • Transfer A
gency
Hi-tech & Manufacturing
• Warranty & Return Material Authorisation • Procurement Services (PR to PO) • Open Or
der Report • E-auction • Freight Audit • Global spares order management
Insurance (Life & Non Life)
• Agent Licensing • Actuarial & Finance • Underwriting • Policy Servicing & Administrati
on • Claims Management • Pension & Annuities • Account Administration • Commissions
Media, Publishing & Entertainment
• Prepress and Editorial • Content Management • Ad Design & Creation • Website Hosting &
Maintenance • PPT and Flash Presentation • E-forms creation and testing • Digital Arc
hiving • Image Management • E-Learning
Utilities
• Billing Management • Regulation Compliant Management • Collections • Debt Management • P
rovisioning Order Management • Channel Management • Insolvency Support • Post Processi
ng Support
Vertical Specialisation
• Billing support services • Convergence Support • Channel Management
Finance and Accounting Services Technical Support Services Knowledge & Legal Ser
vices Supply Chain Management Customer Relationship Management Data Management S
ervices
Horizontal Specialisation
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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 Res
olution Customer Acquisition Mortgage Lead Generation Up Sell/Cross Sell Ad Des
ign & creation Website / Catalogue
Management Decisioning
Market Research Business Research Procurement Research Legal Research IP Researc
h Mis Reporting Data Analytics
Data Mining and Data Modeling Business Analytics
Operations Management
Technical Support Services Hardware / Software/L1/L2 KB /Tool Development Self H
elp/Remote Services Procurement Services Vendor Selection Indent Processing P.O
Processing Delivery Expediting Payment Clearance Transaction Processing Legal Pr
ocessing Claims Processing White/ e-mail Processing Record/Data Maintenance Coll
ection Services Skip Tracing 1st/3rd Party NSF Processing
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Platform based Services
Supply Chain Management E-sourcing E-procurement Spend Analysis Contract Managem
ent Order Management Master Data Management Telecom Order Management Order Fulfi
llment Service Fulfillment Service Quality Monitoring Service Performance Manage
ment Customer Service Billing - Mediation, Rating & Invoice Knowledge Management
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
Order Management Contract Set Up Order Processing Sales Ledger Maintenance BACS/
Receipts Credit Control Collections Finance & Accounting AP/AR Fixed Asset Gene
ral Ledger Cost Accounting Media & Publishing Content Management Prepress E-Lear
ning Ad Design & Management Editorial Services Image Management Data Management
Services Data Cleansing Document Indexing
Finance & Accounting CTTS – Workflow Tool
HCL BPO: Quality & Compliance
PCMM Level 3
World’s First BPO ISO 9001: 2000 Information Security Management System (BS7799)
ISO 27001
Information Security Management System
ISO 20000
IT Service Management System
2002
2003
2004
2005
2007
2008
OHSAS 18001
Purdue Benchmark Certification First Indian & Third Company in the World to be C
OPC Certified for Collections Process Health and Safety Management System
ISO 14001
Environment Management System
IBMS
(Integrated Business Management System) World’s First BPO
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HCL Advantage
Scalable Solutions Robust Infrastructure
Methodologies & Frameworks
BPO IT
INFRA
Risk Mitigated Delivery Centres
Leveraged Delivery Through Partnerships
Integrated Service Offerings
Tools & Technologies
Quality Certifications
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Innovative Business Models
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