1 An Overview rProcess “YOUR PROCESS IS OUR PROCESS” a rural BPO initiative...

2 Profile: rProcess Solutions provides IT enabled support services from rural locations. The unique “Hub and Spoke” delivery model ensures customers get cost leverage without losing effectiveness Core processes are managed at the hub and further processed at the rural spokes Promoted by IT professionals with global industry experience rProcess operates with a quality mindset that ensures timely delivery with a high degree of accuracy An added value is promoting rural employment and preventing urban migration, while being inclusive and sustainable

3 Management team Professionals with a vision to transform and innovate service delivery models Promoter: Savitha Mallappa MS from University of Texas, USA Experienced IT / ITES professional and a Six Sigma Black belt Over 16 yrs industry experience with Nortel, Hughes Networks Systems, Philips Software, Texas Instruments, IonIdea Inc Eco System partners : NextWealth Entrepreneurs (partner network of rural centers chaired by Dr Mitta); JobCorp (training partners) Extended team: Executive and advisory boards with specialists in various relevant fields - IT and ITES, Educational institutions, NGO, Government agencies, Legal, Finance

4 Services Matrix Service LinesKey Activities Data Processing & Digitization Record documentation, conversion, validation and maintenance, Data conversion and Imaging, directory services, Finance and Accounting Administration Human Resources Accounts payable, Accounts reconciliation, billing, Accounts receivables taxation, Data Analytics - Claims, processing, settlements, dispute resolution and audit checks Payroll processing, Time-sheet & Leave management, Training records, Resume screening; Travel re-imbursements Contact centre ( and chat support) Inbound and outbound support, Technical help desk, trouble ticket logging, Sales and marketing support Essentially any process that can be distinctly identified and broken down PAASPAAS

5 Hub and Spoke Model Plan - Leveraging strengths of every location Spokes Hubs Southern - HQ Bangalore (O*) Mysore (O*) MandyaHunsur Yelandur Coimbatore Dimbum Local manager and delivery team (~100 seats each) - Service delivery - Operations control - Quality and SLA check seat facility each Management forum (20 –30 ) - Support functions - Quality improvements - Service governance - Delivery overview Regional Headquarter - Corporate functions - Business development O* - Operational

6 Talent Pool 50% of students from initial tests are found suitable and more than 50% have good English knowledge MYSORE CENTER

7 Operational Excellence  New Service  Migration  Operations Validation & certification Operations Management Systems/ Network Integration Network Optimization, Tech Support Integrated Services Framework Audits Assessments Network Monitoring SLA Governance PEOPLE PROCESS TECHNOLOGY Validation and Certification Operate And Optimize

8 Current Status 80 seat facility operational at rural Mysore – May 2010 ~25 employees trained and on board Projects – Data mining and Image to Text conversion, Digitization, Market analysis, Market surveys Govt of Karnataka support – Seed funding grant Rs. 40 lacs approved for 100 seat Yelandur spoke – starting in Feb 2011

9 Summary rProcess addresses the following industry issues: High – Employee salary costs – Infrastructure costs – Attrition Business advantage  Independent / self sufficient units  Overall lower cost of operations leading to lower cost to business  Lower employee costs : ~30-40%  Lower attrition at ~15% vs ~45% in Metros  Lower overhead costs : ~ 50%  No transportation overhead  Lower facility costs Tap into the educated rural population Utilize experienced manpower that is willing to "Reverse Migrate” Aided by internet connectivity & infrastructure available in tier 2/3 towns

10 Case Studies … Every project has unique challenges and working together, we partner to address those challenges with a customized solution. 10 A few representative experiences are listed in the following slides. The intent is to give a feel for the kind of work we are currently involved in and also present a air assessment of the progress and client overview

11 Mortgage Data Client: A refinance company Challenge: Nurture the relationship, and establish a highly responsive process to address the data needs of this refinance firm 11 Goals: Help with a wide variety of county data to mine the mortgage information Solution: Solution: Worked on each county and mined the relevant information into a spreadsheet The team provided a quick response to adapt to each county and produce the required number of records Results: Have met all SLA for record updates on a daily and weekly basis. Accuracy up to 99% and currency of the data was appreciated by the customer showing the value addition of the QC process Client was successful in proposing new refinance models as per their roadmap

12 CAF data entry Client: Company wanted to input their Customer details in their database and verify the same Challenge: Customer Information had to be put in the database post verification and with zero errors 12 Goals: Verify that the customer forms had accurate information as per documents provided & as per Govt. rules. Complete each set of forms within the stipulated activation time Solution: A dedicated team to verify that each form had all correct information and supporting documents were as per Govt. rules & regulations. Maintaining quality checks to ensure accuracy of data entry Results: Creating large database of customer information for specific cities maintaining Govt. compliance. Weekly volume generated varied from 4k to 5k customer information. Various fields including address, id proof and phone number information were recorded.

13 Telecom Services - Survey campaign Client: Company wanted to run surveys for usage patterns and billing on current Broadband provider Challenge: Conduct complete and voice based surveys to get user profiling of broadband usage 13 Goals: Confirm which specific Service provider they are signed up with and then obtain current usage information Complete each survey and ensure all questions are answered by users Solution: A dedicated team to collect and complete surveys as per target Ensure required number of users are covered Results: Creating and profiling usage patterns and providing key inputs to Broadband services. Ensuring Targets wrt Surveys per week being met consistently

14 RPO – Job Application Client: Company wanted to promote its temporary staff to various clients Challenge: Find jobs matching the skill sets of the staff and upload resumes of the client’s team against the matching jobs Goals: Find jobs through online portals for various skill sets Ensure 80% bench staff resumes are sent to job postings Solution: A dedicated team to search jobs Upload resumes against matching jobs requirements Forward responses for further processing Results: Getting enquiries for temp staffing from various companies for the client’s team members

15 Debt Management Services- Survey campaign Client: Company wanted to run surveys to know the debt status of people including value of debts, creditor details, etc Challenge: Conduct complete and voice based surveys to get details of debtors 15 Goals: Confirm the amount of debts they have and the list of creditors and other details related to debts Complete each survey and ensure all questions are answered by users Solution: A dedicated team to collect and complete surveys as per target Ensure required number of users are covered Results: Creating and profiling list of debtors and their debt details

16 Pilots Proposed - Maintenance of Tanishq customer forms for Titan IS Implementing - HR solution using SAAS model for local university (Ramco) Hospital management systems - implementation and remote data updating services (Patient and insurance info)

17 Contact: Savitha Mallappa