EXL · Data-driven insights that transform “decision making” Adopt ultra-customer centricity...
Transcript of EXL · Data-driven insights that transform “decision making” Adopt ultra-customer centricity...
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© ExlService Holdings, Inc. |
EXLA fast growing operations management and analytics company
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November 29, 2017 | © 2017 ExlService Holdings, Inc. | 2
To remain profitable and grow in a business environment with relentless competition and continuous disruption
The Challenge Today
Growth
Ultra-customer centricity
New products and
services
New channels and markets
Profitability
Optimize costs
Agile operating
model
Navigate regulatory
environment
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What do you need to address this challenge?
Experts in the art and
science of designing and
managing operations with
a global footprint
Experts in transforming
enterprise-wide “decision
making” by delivering
data driven insights
Higher customer
satisfaction
Variable and lower cost
Best-in-class operations
for a digital and
regulated world
In-depth real-time
customer insights
Manage risk and
regulatory
requirements
Create new products and services
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Who is EXL?
We are an
operations management and
analyticscompany
Our purpose: At EXL, we believe there is
always a better way. We look deeper,
we find it and we make it happen.
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1. Expertise in chosen domains
2. Differentiated capabilities
3. Ultra-customer centricity
4. Track record of world-class
service delivery
5. Focus on delivering business
outcomes for our clients
What sets us apart?
Guided by our
values
Excellence
Innovation
Collaboration
Integrity
Respect
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What outcomes do we deliver?
Nimble and agile operating
model
Re-designedoperations
Ultra-customercentricity
Data-driveninsights
Operations Management
Analytics
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We Deliver Improved Business Outcomes (1/4)
Large outsourced
operations
Transaction and outcome-
based pricing
Business Process-as-a-Service
Proprietary platforms
Partner platform ecosystem
GBP business impact for U.K. energy firm
$9B+
Regulatory solutions
SOX
CCAR
HIPAA
in recoveries ―
Subrosource®
additional
benefits passed
onto clients10-20%
$100M of risk exposure eliminated
via global SOX center
~40M
3x premium return ―
Survey
~1/3 of our revenues
Best-in-class
operations
Data-driven insights
that transform
“decision making”
Adopt ultra-
customer
centricity
Nimble & agile
operating model
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We Deliver Improved Business Outcomes (2/4)
Best-in-class
operations
Data-driven insights
that transform
“decision making”
Adopt ultra-
customer
centricity
Nimble & agile
operating model
Domain expertise and
process excellence
Business process automation
(including robotics)70+ automation tools
Business EXLerator
Framework®
5 innovation awards
annual business impact
~$5-10M
Consulting-driven
transformation
BluePRINTTM
Cognitive Corporation
EXL revenue
cannibalized
25-30% efficiency gains
$100M+
15-20% quality gains
35-40%in cycle
time
30 on 30 30% reduction on $30M
operational budget
2 to 2 Reduced year-end closing from
2 weeks to 2 hours
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We Deliver Improved Business Outcomes (3/4)
Best-in-class
operations
Data-driven insights
that transform
“decision making”
Adopt ultra-
customer
centricity
Nimble & agile
operating model
Customer data-asset:
235M+ US prospects in RPM database
50M on Care Management Platform
Customer Experience Academy
Global delivery centers in Asia, Africa, Europe & Americas
Multi-channel solutions to drive
better customer experience:
First Call Resolution (FCR)
Complaints Management
New Business applications
Claims resolution
time to market38% lower direct-to-consumer
acquisition cost Faster
~10%
~90%
200
2
FCR
enhancement
more complaints
resolved
bps higher plan
holder satisfaction
day reduction in
time to pay claims
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We Deliver Improved Business Outcomes (4/4)
Best-in-class
operations
Data-driven insights
that transform
“decision making”
Adopt ultra-
customer
centricity
Nimble & agile
operating model
Large talent pool
2 , 900+ analysts and data scientists (PHD, Masters, MBAs, Engineers)
Methodology and products
Multiple industrialized
analytics centers of excellence
faster team
ramp-up
200+
Domain experts to embed
analytics into operations
FTEs
supporting
20+ teams
2nd in Heritage Health
competition
65%
Text
mining,
First Notice
of Loss
solutions
12% Increase in nurse productivity
(reduced average handling time)
more cost
efficient30%
~$40M bottom-line impact
~$30M top-line impact
Proprietary
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CASE STUDY
Improved Business Outcomes
IMPACT by transforming operations through long-term partnership
A leading U.K.-based utilities firm
Client
Complete ownership of back-office operations
Transaction and outcome based engagement
Redesigned operations leveraging the Business EXLerator Framework®
Implemented CORE (Customer Outcomes and Retention) Model to improve customer experience
Solution
Optimize operating model to lower reduce cost and improve efficiency
Increase competitiveness by
― Increasing revenue
― Reducing debt and imbalance
― Improving working capital
Implement the SMART framework to drive ultra-customer centricity
Problems Solved
reduction in volume of exceptions
reduction
in unbilled
highercomplaintresolution
$11M reduction
in imbalance
$62M
72%
70%
90%
Results
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The Other Way to Introduce EXL
Our
credential,
people and
recognitionOur
businesses
Our
analytics
capabilities
Our
journey
and
footprint
Our
operations
management
capabilities
November 29, 2017 | © 2017 ExlService Holdings, Inc. | 13
The Other Way to Introduce EXL
Our
credential,
people and
recognitionOur
businesses
Our
analytics
capabilities
Our
journey
and
footprint
Our
operations
management
capabilities
November 29, 2017 | © 2017 ExlService Holdings, Inc. | 14
EXL Credentials
EXLSNASDAQ listed
7 5 0+Clients
27,000+Professionals
Established in April1999
21. 4%Revenue CAGR from 2006-16
Our people
Post graduates
3,250+
MBAs
2,000+
Data Scientist
2,9 00+
Lean Six Sigma Professionals
650+
Actuarial students
50+
Attorneys in our legal
support services
team
30+
1,7 5 0+
Our awards
100 Most Trustworthy Companies in America
Innovation Awards for Business EXLerator Framework®
Excellence in Education winner
IAOP distinguished honors for delivery excellence and innovation programs
NASSCOM award for Analytics solution on “Preventive Hospitalization”
URAC HUM Accredited
$754-762M2017 Revenue Guidance
Nurses, doctors & clinicians
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Industry Recognition
Leader in Everest Group’s “Property & Casualty Insurance BPO PEAK Matrix™ Assessment 2017”
Leader & Star Performer in Everest Group’s “Life and Pensions Insurance BPO PEAK Matrix™ Assessment 2017”
Winner’s Circle in “HfS Blueprint Report: Insurance As-a-Service 2017”
Leader in the NelsonHall “Property & Casualty Insurance BPS NEAT” (2017)Insurance
Star Performer in Everest Group’s “Banking BPO PEAK Matrix™ Assessment 2017”
Major Contender in Everest Group’s “Capital Markets BPO PEAK Matrix™ Assessment 2017”
Innovator & Major Player in the NelsonHall “RPA & AI in Banking NEAT” (2017)
High Performer in “HfS Blueprint Report: Supply Chain Management As-a-Service” (2016)
Execution Powerhouse in “HfS Blueprint Report: Travel and Hospitality Customer Engagement Service” (2017)
High Performer in “HfS Blueprint Report: Utility Operations 2017”
Major Player in “IDC MarketScape: Global Professional Services Firms for Utilities Customer Operations” (2015)
Leader in “IDC MarketScape: Worldwide Finance & Accounting F&A Services 2017 Vendor Assessment Report”
Winner’s Circle in “HfS Blueprint: Finance As-a-Service 2017”
Leader in “Gartner Magic Quadrant for Finance & Accounting (F&A) BPO” (2015)
Leader and Star Performer in Everest Group’s “Analytics Business Process Services PEAK Matrix™ Assessment 2017
Leader in “IDC MarketScape: Worldwide Business Analytics BPO Services 2016 Vendor Assessment”
Winner’s Circle in “HfS Blueprint Report: BFS Analytics Services” (2016)
Banking &Financial
TransportManagement
Utilities
F&A
Analytics
Healthcare
Star Performer in Everest Group “Healthcare Payer BPO PEAK Matrix™ Assessment 2017”
Winner’s Circle in “HfS Blueprint Report: Population Health and Care Management 2016”
Leader in the NelsonHall “Healthcare Payer NEAT” (2016)
Winner's Circle in “HfS Blueprint for Healthcare Payer Operations” (2015)
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The Other Way to Introduce EXL
Our
credential,
people and
recognitionOur
businesses
Our
analytics
capabilities
Our
journey
and
footprint
Our
operations
management
capabilities
November 29, 2017 | © 2017 ExlService Holdings, Inc. | 17
The EXL Journey
2000 2002
2011 2010
1999
2009 2008 2007
2014 2015 2016
2001
2012
2006
2017
Incorporated
in Delaware
Opened 1st
Delivery Center,
NoidaAcquired
Conseco acquires EXL and
operates as its wholly
owned subsidiary
EXL gets TPA license for U.S.
EXL Management with Oak
Hill Capital Partners and FT
Ventures buys back EXL
from Conseco
Expansion into
Philippines
10,000+ employees
Expansion into
Czech Republic
Expansion into
Romania
AcquiredAcquired
Acquired
Acquired
20,000+ employees
Acquired
Acquired Acquired Acquired
Acquired
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Delivering Where Our Clients Need Us
Chico
Salt Lake City Dallas
Overland Park
Indianapolis
RichmondJersey City
New York HQHartford
AlbanyLondon, UK
Olomouc CZCluj-Napoca, RO
Sofia, BUL
Cape Town, SA
Kochi, IND
Bangalore, IND
Pune, INDMumbai, IND
Jaipur, IND
Gurgaon, INDNoida, IND
Manila, PH
Alabang, PHCebu, PH
43
25+
Global deliverylocations
Languagessupported
India: Back-office operations, analytics, finance and
accounting (F&A) operations, technology services & contact centers for U.K. and U.S.
Philippines: Clinical services, contact centers for US
and Australia & Back-office operations
Eastern Europe: Contact centers for European
languages
United States: Analytics, consulting, back-office
operations, F&A operations, technology services & onshore contact centers
United Kingdom: Analytics and consulting
Colombia: Spanish and bilingual contact centers South Africa: Contact centers for the U.K.
Singapore: Analytics and consulting
Bogotá, Colombia
Sydney, AUS
Melbourne, AUS
Singapore
November 29, 2017 | © 2017 ExlService Holdings, Inc. | 19
The Other Way to Introduce EXL
Our
credential,
people and
recognitionOur
businesses
Our
analytics
capabilities
Our
journey
and
footprint
Our
operations
management
capabilities
November 29, 2017 | © 2017 ExlService Holdings, Inc. | 20
Operations Management Business
Business EXLerator Framework®
Consulting
BPaaS (including platforms)
Finance & Accounting
Contact Center
Back-Office Tra
vel, T
ransp
orta
tion
& L
ogistic
s
Utilitie
s
Bankin
g &
Fin
ancia
l Serv
ices
Insu
rance
Health
care
We deliver superior business outcomes by designing and implementing enterprise-
wide and best-in-class operations management solutions
Domain expertise
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Analytics Business
Automation
Industrialized Analytics
Centers of Excellence
Data Asset
Methodology & IP
High qualified Talent Tra
vel, T
ransp
orta
tion
& L
ogistic
s
Utilitie
s
Bankin
g
Insu
rance
Health
care
Reta
il & e
-Com
merc
e
We solve complex business problems by designing and managing large industrialized
analytics centers of excellence that generate insights from big data
Capita
l Mark
ets
Domain expertise
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Business Mix
Our goal is to deliver superior business outcomes for our clients and consistently
deliver above-market returns to our shareholders
Analytics8%
Above market growth
BPaaS11%
13%Analytics
BPaaS20%
Analytics20%
92%
Business process
Outsourcing
76%
Operations
Management
60%
Operations
Management
20122014
2017
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The Other Way to Introduce EXL
Our
credential,
people and
recognitionOur
businesses
Our
analytics
capabilities
Our
journey
and
footprint
Our
operations
management
capabilities
November 29, 2017 | © 2017 ExlService Holdings, Inc. | 24
EXL’s proprietary framework delivers solutions which provide significantly higher value to our clients
What Makes EXL Different
step change in value delivered by
transforming end-to-end
operations5x
Business EXLerator Framework®
Improved in underwriter
capacity for a commercial
insurance carrier60%
Reduction in AHT for an
order entry process 23%
20%
Select examples
Reduction in cost of
operations for leading US
P&C Insurer
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EXL Employs a Holistic Approach to Business Process
Automation (BPA) That Now Includes Robotics (RPA)
Automation SophisticationLow High
High
Co
nti
nu
ou
s V
alu
e t
o b
usi
ne
ss
Macro Automation
(Script based)
Business Process Automation
Robotics Automation
Robotic FTE
(Cognition based)
BPA Bolt ONs
(Knowledge based)
Non-Intrusive Robotics
(Rule based)
is the automation of
complex business
processes usually through
the use of advanced
technologies
Packaged Analytics
(Analytics based)
BPA RPA is a new and innovative subset of
BPA that provides breakthrough
outcomes, applicable to rule-
based process activity
Robotics in its current
form help accelerate
the rollout of
automation in a
factory model. It drives
scale and speed of
implementation
November 29, 2017 | © 2017 ExlService Holdings, Inc. | 26
Business Process as-a-Service (BPaaS) is Transforming Business Process Management
Lower capital
outlay and
reduce opex
Faster time to
implement and
easy to scale
Consumption- /
outcome-based
cost structure
Access to best-
in-class technology
and operations
November 29, 2017 | © 2017 ExlService Holdings, Inc. | 27
EXL’s Suite of Proprietary BPaaS Solutions
Subrosource®
Largest commercial
subrogation platform
$9B in recoveries
10% recovery improvement
delivered
Numerous patents issued
MedConnectionsm*
Structured data & analytics
Analyzes medical records
and bills
Delivers disciplined cost
containment results and
more timely/accurate claim
resolution
LifePRO®
Life Policy Admin Platform
Data mart capabilities
v18 under development with 4
enhancements
Premium Audit
#1 market share
Only company with national
reach (50 states)
Platform-based
Scale and subject matter
experience unsurpassed
Property Survey
#1 Market Share
Only company with national
reach (50 states)
Platform-based
Multiple products to serve
all clients needs
CareRadius®
Diverse and Expanding Client
Portfolio
50M+ members under
management
Application training time reduced
from weeks to days
Reduced replication overhead
and errors
Available as cloud-based hosted solutions* Patent pending
November 29, 2017 | © 2017 ExlService Holdings, Inc. | 28
EXL’s Technology Partner Ecosystem
Ariba
Automation Anywhere
BlackLine Systems
Box-it
CoupaTM
Datametica
Fenergo
FirescopeTM
Fraxses
Nuance®
Oracle
Sisense
Sungard GETPAID
The Urban Lending Solutions
Tradeshift
Utilibill
Virtual Operations/Robotics
Virtusa
GT Nexus
Healthwise®
Hyland OnBaseTM
MapR
MetricStream
Microsoft
MicroStrategy
Netsuite®
NominoData
Partnerships
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Domain-Specific Operations Management
Largest insurance BPO provider
Licensed TPA in multiple U.S. states
Leading capabilities in P&C, Life, Annuities, and Disability
Multiple technology platforms
LOMA certifications
Expertise in GDS platforms, ARC and IATA systems
Freight audit capabilities
International tariffs expertise
2,400+ utilities professionals
Credit and risk management operations
Billing, meter disputes and recoveries processing
URAC-accredited delivery
Care management platform CareRadius®
1,750+ doctors, nurses and clinicians
Population Health & Specialty pharmacy utilization Management
Healthcare academies
Regulatory reporting and model validation
Know your customer and compliance
Mortgage processing and underwriting
Customer service
Big 4 experience
Domain-specific solutions
Best-in-class training programs
7,100+ F&A professionals
Comprehensive CFO services: Procure To Pay, Order to Cash, Record to Report, Hire to Retire, Treasury and Tax, FP&A
Insurance Healthcare
Utilities
Banking &
Financial
F&A
TT&L
November 29, 2017 | © 2017 ExlService Holdings, Inc. | 30
Best-in-Class Migrations and Six Sigma-Based Process Excellence Rigor
Migrations Process Excellence
MOSTrak®
Web-based application for real time
governance100% project status transparency
Effective resource & capacity utilization
Anytime/anywhere access
Customer outcome assurance model
Customer Quality is at the heart of our business
and is the driver for every action taken
Proprietary solutioning methodology
Innovative solutions using industry best aids and
accelerators
Six Sigma and lean initiatives
Process re-design through automation, elimination
and optimization delivered by Black Belts
Unique change management approach
Systematic approach to manage change in terms
of people, process and technology
All Ideas Matter (AIM) platform
Employee guide to continuously meet customer
expectations for quality, cost, and timeliness
Location optimizer
Calculator and optimizer to derive most optimum
location to run the process
B-ProMPTTM
Proprietary tool for Business Process
Management and Performance
Tracking
November 29, 2017 | © 2017 ExlService Holdings, Inc. | 31
EXL Consulting Helps Clients Transform Operations
Our experience in implementing innovative solutions
combined with our deep technology expertise
provides measurable value to customers
Technology Consulting
OperationsConsulting
FinanceConsulting
Business process solutions and technology focus
Process improvement and strategic consulting focus
Finance process improvement, compliance and controls focus
Business impact
31% >$4M$100M 2 to2reductiondelivered on a $30M operational budget
annual VAX costs eliminated
Reducedyear-end closing from 2 weeks to 2 hours
risk exposure of developed and managed global SOX center eliminated
November 29, 2017 | © 2017 ExlService Holdings, Inc. | 32
Sample Business Outcomes ─ Select Samples
70% 47% 44% 22% 17%improvement reduction improvement reduction improvement
in efficiency for a leading LTL service provider
in Group Cancellations for a major life insurance company
in Bill on Time Rate for a leading UK Energy Supplier
in cost to quote for a global multi-line insurer
in End Customer Satisfaction Score for a leading U.S. P&C Insurer
“Aecus Innovation Awards seek to identify
and celebrate the best examples of service
providers and their clients working
together, in new and value-creating ways ”
“The Business EXLerator Framework® model proved to be a true
difference maker for our company. The ability to react to
changing business needs along with quality and cost
improvements put us in a position to achieve and exceed
expectations.”
“EXL’s innovative solutions to streamline our core market
processing are making a significant impact on our ability to
achieve our growth….making it possible for us to accelerate the
rate of change while at the same time improving Cost, Quality,
and End to End Cycle Time for our customers”
Year 1 Year 2
1award
4awards
Client speak
November 29, 2017 | © 2017 ExlService Holdings, Inc. | 33
The Other Way to Introduce EXL
Our
credential,
people and
recognitionOur
businesses
Our
analytics
capabilities
Our
journey
and
footprint
Our
operations
management
capabilities
November 29, 2017 | © 2017 ExlService Holdings, Inc. | 34
EXL Analytics Overview
We develop solutions for Global Fortune 500 Insurers and healthcare companies that deliver
superior business outcomes and help them transform decision making in their organizations
Deep understanding of B2B and B2C transactions and relevant information across risk, marketing, operations and capabilities
Direct access to third party database of 235MM+ prospects with 3,000+ variables
Deeply skilled and experienced analytics professionals (2,900+ analysts, data scientists, statisticians and actuaries globally)
Experience with multi-shore flexible delivery models for Insurance
Proprietary algorithms for Insurance direct marketing with a team of industry experts (20+ years of experience)
Expertise in C-suite presentations through visualization tools
Familiarity with whole spectrum of mobility and visualization platforms and tools through an extensive network of partnerships
Domain-specific expertise to embed models within client processes
End-to-end process ownership capability: from data staging to delivery execution
Dataexpertise
Data mining(data modelers
and scientists)
Outputvisualization
Products &execution
Context
Implementation
Insights
Presentation
November 29, 2017 | © 2017 ExlService Holdings, Inc. | 35
EXL Analytics is a Market Leader in Chosen Domains
2,900+ 8
8 8
24 Major
LeadingLeading
highly qualified & experienced professionals: Data Scientists, Statisticians and Analysts
of the leading 10 U.S. insurance companies
analytics delivery centers – Gurgaon, Noida, Mumbai, Bangalore, Ahmedabad, Singapore, USA & UK
of the leading 20 banks worldwide
healthcare clients (3 of leading 5 Payers)
recruiter at leading institutes in India (IITs & IIMs) & US (MIT, Wharton, Columbia)
U.K. retail gas company
Global travelmanagement firm
November 29, 2017 | © 2017 ExlService Holdings, Inc. | 36
Analytics is Embedded in Everything We Do
Industrialized
centers of
excellence
Top
talent
Domain
experts
Proprietary
training,
methodology
and products
Flexible
engagement
models
Data
architects(to design information
management solutions that
integrate structured and
unstructured data)
November 29, 2017 | © 2017 ExlService Holdings, Inc. | 37
Sample Business Outcomes
$1.5B $500M $125M 66% 50%saved annually by identifying attrition causes and developing retention strategy
by improving multi-channel marketing campaigns
additional revenue due to 350% improvement in lead generation
increase in client collections
increase in campaign enrollment
Heritage Machine Learning Competition2 year long machine learning competition
Challenge: Predict number of days a patient is
likely to be hospitalized. EXL ended up 2nd
Worldwide (competing against top universities
and research labs for a $3M Grand Prize)
ECML PKDD WinnersAn email spam filtering technique
using sparse data
KDD CupPlaced 3rd in Netflix
Challenge Competition
65%
30%
25%
Results at the speed your business demands
faster ramp up time
more cost efficient
more efficient
With proven results, our engagements have
generated millions of dollars for our clients
EXL (NASDAQ: EXLS) is a leading operations management and analytics company that designs and enables agile, customer-centric operating models to help clients improve
their revenue growth and profitability. Our delivery model provides market-leading business outcomes using EXL’s proprietary Business EXLerator Framework®, cutting-edge
analytics, digital transformation and domain expertise. At EXL, we look deeper to help companies improve global operations, enhance data-driven insights, increase
customer satisfaction, and manage risk and compliance. EXL serves the insurance, healthcare, banking and financial services, utilities, travel, transportation and logistics
industries. Headquartered in New York, New York, EXL has more than 27,000 professionals in locations throughout the United States, Europe, Asia (primarily India and
Philippines), South America, Australia and South Africa.
GLOBAL HEADQUARTERS
280 Park Avenue, 38th Floor
New York, New York 10017
t: +1.212.277.7100 • f: +1.212.771.7111
United States • United Kingdom • Czech Republic • Romania • Bulgaria • India • Philippines • Colombia • South Africa
EXLservice.com
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