TrackC Consumer Services Deck - HCL Technologies€¦ · Centers in Noida, Chennai, B angalore,...
Transcript of TrackC Consumer Services Deck - HCL Technologies€¦ · Centers in Noida, Chennai, B angalore,...
HCL Global Consumer Services PracticeHCL Global Consumer Services Practice“Business Aligned sourcing Partner”
Karan Puri, ,Executive VP & Global Head,Global Consumer Services
Breaking Down “Consumer Services”
Retail & eCommerceWal-Mart, GSI, Lowe’s, Office Depot
Media Content Creators & ProvidersNBCU, Fox, Paramount, EMI
Community Platform ProvidersE-Bay, MySpace, Face book, Yahoo
Communication Platform & Cable Providers
AT&T, Cablevision, TMobile
CSP’s
Th CThe Consumer Business
Hospitality & GamingIntercontinental, IGT, WMS Gaming
Consumer Product Goods & Services
Publishing Content Creators & ProvidersPearson, Readers Digest, Marvel Comics
Convergence Technology Dr Pepper, US Foods, Performance
Food GroupProviders
Sprint, Nokia, Comcast
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HCL Consumer Services – A Perspective
Over 20+ Large and 100+ Growth category Consumer Services Clients being supported through delivery Centers in Noida, Chennai, Bangalore, Calcutta, Beijing, Krakow Sao Paulo and US Capability in Cary NCKrakow, Sao Paulo and US Capability in Cary, NC
Over 17000+ Technology & Domain consultants*30/70 Functional/Technology skill base
Average Large Deal (>10M) Size- $18.3M
Customer Satisfaction Rating 2009-2010 – 6.3/ 7
Customer Retention Rate- 99%All figures in $M
Key Highlights
At 27% of the Total HCL revenues, Consumer Services is the largest vertical group
Consumer Services constituted nearly 40% of HCL’s total wins over the last 15 months (wins by TCV)
17000+ Technology & Domain consultants working with customers across the world
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We have expertise in 90+ Consumer Services Business Processes
HCL Consumer Services – Selective Large Deals over Last 2 yrs
Media & Entertainment
$866M+ from select large
Retail & CPG
$635M+ from select large
Telecom
$500M+ from select large$866M+ from select large deals over last 2 years
Representative clients include a Leading
$635M+ from select large deals over last 2 years
Representative clients include a Leading US
$500M+ from select large deals over last 2 years
Representative clients include a Leading US
Education Publisher, Lottery Gaming Company, Global Music Recording Label, Large Broadcaster,
Beverage Brand, one of the Largest Food Services companies, Leading Specialty Retailer, F500
based Telecom Services providers, Largest tier 1 CSP in Europe
Leading Magazine Publisher & more
Home Improvement Retailer, Leading General Merchandise Retailer
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Industry Convergence
Retail & CPGMega Trend: Physical location will become irrelevant as Global markets migrate to the digital space
Illustration: Amazon.com, Coke in the UK
M T d U G t t d th L T il lMedia &Entertainment
Mega Trend: User Gen content and the Long Tail rule
Illustration: Twitter
ConsumerElectronics
Mega Trend: The Device is now a platform. The most open, scalable, inclusive platform will win
Illustration: iPhone App Store, the Kindle ecosystem
TelecomMega Trend: The Digital Home (or Office) is the gateway to the connected universe
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Telecom connected universe
Illustration: Verizon FiOS Project
The 1on1 Marketplace evolution
The Consumer Music, Movies, BooksCustomer Relationship
The Changing Consumer Business Landscape
Virtual Office
Web Research
Shopping
Lifecycle
@ Work @ Home
nal
Books
Consumer Goods
Retailing
Tra
Customer Relationship
Digital Supply Chain
Networking
Mobility
Collaboration
Career
Learning
Fun
Travel
Socializing
E t t i t
Trad
itio g
Information
Data and Voice S i
aditional
Business Analytics
Integrated Marketing
Anytime, Anywhere, Anydevice
Entertainment Services
Leisure & GameseCommerce
Consumer TouchpointsBusiness Processes Goods & ServicesTouchpointsBusiness Processes Goods & Services
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2007 – HCL Consumer Services Microvertical Journey Starts
We got organized in Microvertical Groups…Telecom Media & Entertainment Retail and CPG
Communication Service Providers
Network & Equipments
Publishing & BIS
Studios, Music & Broadcasting Networks
Specialty Retail
Grocery Chains
Network & Equipments
Wireless OEMs
Cable - MSO
Gaming & Hospitality
Food & Beverages
Quick Service Restaurants
…And made the right investments
Key Investments
1. Industry Lab Initiatives
2. Vertical Solutions Groups (VSG)
Other Initiatives
1. External ‘Advisory’ research – Domain Specific
2. ‘Product Company’ Partner Program
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3. Onsite (Geo) Practice Head
4. Internal MV-Specific Research Groups
3. ‘Customer Councils’ & ‘External Advisors’
4. Value portal
HCL Industry Solution Labs
IP & F k
HCL has set up the Consumer Services Industry Labs with the objective to commercialize innovations & exhibit Thought Leadership
IPs & FrameworksMedia & Entertainment
Content 2.0
Integrated Media Asset Centered
Retail & CPG
Unified Apparel Model
Pre Production Optimization
Telecom
Usage Monitoring & Accounting System (UMAS) – Enterprise Integrated Media Asset Centered
Transformation (IMPACT)
Social Networking Platform
iTransform
Content on Demand
Pre-Production Optimization
EmpoweRetail (MS Dynamics based Customer Loyalty Solution)
Last Mile Replenishment
Rx Modernization framework
y ( ) pbilling solution
Telecom Operations Efficiency Enhancer (Toɳe) Framework
Wireless Field force management solutionContent on Demand
Integrated Marketing Solutions
Ad Minister
Digitale
Visualization – Universal Browser
Rx Modernization framework
Test Factory in a Box - Retail
Track N Trace (perishables)
Mobility platform
Multi-Channel product evaluation
management solution
Test Automation Framework (TAF)
Wireless Service Delivery Platform
SIP Stacks
SOHO GatewayVisualization – Universal Browser
Artist 360º
D2C (Direct-2-Consumers)
Intelligent Crawling Technology
Universal content Migrator
Multi-Channel product evaluation framework
Analytics frameworks – Market Mix Modeling, Market Basket Analysis, Test & Learn, Propensity to Buy modeling
SOHO Gateway
QoS Policy Tool
Mobile Simulator Tool
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Universal content Migrator g
CXO Dashboard
HCL Consumer Services – A Differentiated Team Structure
HCL CS Sales Org Structure
Demand Engagement Creation Managers
IT AlignedS l M
Business AlignedS l M
Focus on Billing, CSAT, increasing Cross sell coefficient by involving the
IT & B i Ali d S l tSales ManagersSales Managers IT & Business Aligned Sales to existing customers
Business and process oriented sales managers who will drive core Traditional sales managers including managers who will drive core
Demand Creation efforts through proactive business solutioning in set
of hi growth accounts
the horizontal teams Focused on driving horizontal (ADM, EAS)
focused sales for a set of accounts
Industry/ Domain Partners
Aligned to work with sales team to drive domain led discussions with ClientValue add to our existing engagements to support Client Business Initiatives
Industry/ Domain Partners
Vertical Solutions Group
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Focused on building thought leading Solution FrameworksWork on various bids to differentiate our offerings by making it more aligned to the Domain
Starting your Business Aligned Journey with HCL
TechnologyStrategies for Business
Transformations
Leave & Layer
Building the right Middleware Strategies
Replatform for Growth
Replatforming to new systems
Re-Engineer for Cloud
Moving to Public or Private Cloud based or
Innovative Relationship Models for IT + Business Transformation
g yShared systems Models
onsh
ip
Carve-outsVendor InvestmentsCapital inflowMax re-badging RightShore delivery model
Partner
Type
of R
elat
io
Outsourcing
Value-sourcingValue-based commercialsCapital expense amortizationStrategic initiative for cost leadershipImproved focus on core operations
Preferred Supplier
Long Term Value
Cost Market Value
T Outsourcing Cost reductions through labour arbitrageQuality & consistency of serviceImproved flexibility
ROI
Vendor
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Long Term Value
HCL enable increased cost savings YOY and provide up the value chain relationship benefits as a partner.
Business Aligned Sourcing with HCL Consumer Services
Business Aligned Sourcing PartnerHCL Consumer Services
Consumer Businesses
Consumer Evolution
Business Transformation Total IT Transformation
The 1on1 Marketplace HCL is committed to help customers through large IT sourcing transformation journey by demonstrating
Through Business Services we can bring about End to End Business Process & Technology efficiencies j y y g
Flexibility in business & commercial models – these initiatives while optimizing the operations and creating
i l id i ti
gy
HCL excels in situation where it is required to work with clients on defining the business problem and
savings also aid in creating time and resources for new business initiatives
pcreating the technology led strategies to support change the business initiatives
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End to End transformation – Telecom
The Largest Tier 1 CSP in EuropeHCL in Telecom
Leading offshore IT service provider in Telecoms
40+ Processes and 4500+ FTEs covering processes including
Concept to Marketing, Order Management & Provisioning, Customer Support, AR, Tech Helpdesk, Remote Testing, Directory Listing
in Telecoms
10000+ technology & domain consultants
Satellite service provider business experience & Rich product engineering heritage
Business Services
p g y gengineering heritage
Enabled 50+ patents on the most relevant next generation networking technologies
Partner for customer experience & Innovation
Application Custodian Integrated Support which includes Technical Services and Help Desk S S i& Innovation
Selective Clients:Support ServicesHCL implemented TOηE solution to provide Application Custodian service – End-to-end ownership of client application landscape
IT Services
Paradigm shift on focus from Reactive resolution to proactive monitoring Enhanced customer experience along with significant operations costs reduction. Achieved
Infrastructure Services
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g pthrough proactive monitoring and implementation of Best Practices
End to End transformation – Retail & CPG
Variety of process managed including Order Strong 3600+ resource base –Domain experts and technical
US Based Global Leader in Office SuppliesHCL in Retail & CPG
y p g gProcessing. Follow-up, Customer Service. Virtual Warehousing, Order Management, SKU Harmonization, Track & Trace Support, Returns Management Order accuracy rate >99%
pconsultants
9 of the Top 50 Retailers are HCL Clients
Strong COE’s for JDA, MS Dynamics, Oracle, SAP, Manhattan and Retail &
Business Services
, ,CPG Industry IP/Frameworks
Dedicated Retail & CPG Solution Group enabling domain focused collaboration and sharing of industry best practices More than $50M benefits realized through business
One of the largest Beverage Companies in the World
Repository of Benchmarked Retail and CPG Business Processes
Selective Clients:
process re-engineering & consolidation of business systems“Cost-To-Serve” real-time order sourcing optimization with constraint modeling Integration of PoS and AC Neilson data to drive
IT Services
brand and segment penetration
Datacenter monitoring and management – Servers, Storage & Backup, Database, Helpdesk, Desktop
t N t k d S it M tInfrastructure
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support, Networks and Security ManagementConsolidation & Standardization across the globe
Services
End to End transformation – Media & Entertainment
Leading worldwide media company providing integrated marketing solutions for the Fashion, Life Sciences and Powersports industries
HCL in Media & Entertainment
Fastest growing industry segments in HCL l t 3HCL over last 3 years
Micro-verticalization strategy for deeper domain understanding
Leadership position in select micro verticals of Publishing, BIS, Music & G i
Global Premedia (BPO) consolidation in 25+ countries in 12 weeksEnd to End Pre-Press, Advertisement and creative Designing, Pagination, Website Editing & Publishing, Outbound & Inbound Telemarketing
Business Services
& Gaming
Industry Solution Labs and IP development in Media Verticals
4,000+ Technology & Domain consultants
A Leading Magazine Publishing Company with publications in more than 70 Countries and a global circulation of 17 million, making it the largest paid circulation in the world
Selective Clients: End to End ADM Services Delivery Structures for all Global TeamsRebadging of 100+ Client Employees at US, Europe & LA
IT Services
Helpdesk Support across 35 countriesWintel server consolidation & UNIX rationalizationExchange Consolidation
Infrastructure Services
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Exchange ConsolidationConsolidation & Standardization across the globe
Services