1. Aditya Birla Minacs Capabilities
February 2009

2. Corporate Overview

3. About Aditya Birla Minacs
• Privately owned by Aditya Birla Nuvo and Canadian
private investment firm Reichmann Hauer Capital
Partners
• Approximately 13,000 employees across 30+ sites
worldwide, providing services in over 40 languages
• Customized, scalable solutions in the areas of:
– Contact centers/customer relationship management
(CRM)
– Integrated marketing services (IMS)
– Knowledge process outsourcing (KPO)
– IT and technical services
• Servicing 15 Fortune 500® companies
• Core Competence in financial services, manufacturing
and telecom
• Among Top 4 BPO: NASSCOM Ranking 2008
• Certified to COPC-2000 (Release 4.0), ISO 9001:2000
and ISO 27001
2/24/2009 Confidential Slide 3

4. Aditya Birla Group - Overview
• Trusted household name—among the largest and most
reputed industrial Conglomerates from India
• Businesses:
• Cement, Rayon, Carbon Black, Chemicals, Non-
ferrous metals, Fertilizers
• Insurance, Telecom, Financial Services, Retail, IT,
BPO
• Global Sourcing
• 100,000 employees of 25 nationalities
US$ 28 bn
• Global listings
• Judged as ‘Best employer in India – 2007’ by Hewitt-
Economic Times & Wall Street Journal Study
• Community Initiatives – Reaches out to 7 million people in
3700 villages in developing countries. Focus areas -
health care, education and sustainable livelihood. Runs Revenue
45 Schools and 18 Hospitals
2/24/2009 Confidential Slide 4

5. Aditya Birla Minacs:
An Award-Winning Organization
Minacs is proud of the industry awards we have won,
but even prouder of the awards we have helped our clients win.
Minacs Accolades Client Accolades
• 2008— Dataquest (annual Top 20 BPO listing)— • Minacs is held in high esteem by its clients — Of our more than 50 marquee
ranked as India' #2 BPO company
s clients, 15 appear in the Fortune 500 list and 90% think we are as good or better
• 2008—American Honda Premier Partner than other providers they have used (according to the November 2008 client
Award—for excellence in quality, value, customer satisfaction survey).
service • Major U.S. financial services client
• 2008— NASSCOM—Minacs ranked #4 among • Ranked #1 for customer satisfaction in a Group 5 Shareowner Services
top 15 Indian BPO firms survey
• 2008— Vendor of the Year Award—MBNA/Bank • Global consumer electronics client
of America (UK division) • Ranked #1 for customer support by Consumer Reports subscribers for 7
• 2008— IAOP and FORTUNE® Magazine Global consecutive years
Outsourcing 100 • Ranked #21 on Business Week’s 2008 top-50 list of The Customer Service
• 2008— Best 10 for revenue growth and sales Elite.
and marketing industry focus • Major automotive manufacturer
• 2007—Vendor of the Year for Bank Of America, • Two of its brands ranked #20 and #32 on Business Week’s 2008 top-50 list
UK of The Customer Service Elite.
• 2007—Innovation Award by CIO magazine—N. • 2006 Carlisle survey ranked client’s customer service
Gajapathy, CIO Asia, awarded the CIO 100 • #1 Technical Assistance
• 2007—Everest Research Institute—identified as • #1 Technical Parts Assistance
a key supplier competing successfully globally
• #5 Service Parts
• 2007—Business Today magazine—ranked
among top 20 companies in India to watch in Acknowledged by Analysts
2007 • Minacs is the emerging Indian second tier in league of Genpact, HCL
Technologies, Patni, WNS – AMR Research (2008)
• Minacs emerged top amongst 7 international vendors to consider in the “Decision
Matrix: Selecting a Contact Center Outsourcing Vendor” – Datamonitor (2008)
2/24/2009 Confidential Slide 5

6. Strong Relationships with Blue Chip
Customer Base
Automotive Telco/Technology Banking/Financial Others
Services
• 1 client - 25 yrs • 1 client - 13 yrs • 2 clients - 5 yrs • 1 client - 5 yrs
• 1 client - 20 yrs • 1 client - 9 yrs • 1 client - 4 yrs • 1 client - 4 yrs
• 1 client - 6 yrs
• 1 client - 10 yrs • 1 client - 5 yrs
• More than 10 global • Two top-three mobile • Global credit card company • Leading retailer of
automobile telecommunications • Fortune 200 multi-line credit music videos and
manufacturers companies card lender DVDs
• Leading vehicle • Indian mobile services • Oldest banking institution in • World leading
telematics company operator USA recruitment portal
• International heavy • Canadian regional • International financial • Canada’s largest
equipment OEM telecom institution providing newspaper
• NASDAQ-listed electronic currency transfer • Major US health
messaging service services insurance provider
provider • Payment verification • Background checking
• Fortune 100 software and company services company
Internet services • Leading rebate processing
company company
• Fortune 500 computer • International real estate
and consumer electronics financial company
manufacturer
• Global microprocessor
manufacturer
2/24/2009 Confidential Slide 6

7. Minacs Quality Framework
Certified
ISO 9000 ISO 27001
2/24/2009 Confidential Slide 7

8. Minacs Milestones
1981 1996 1999 2000 2001 2002
Minacs founded by First ISO-certified Listed on Toronto Stock Established operations in Acquired BGI Systems in Opened facility in
Elaine Minacs contact center in North Exchange Russelsheim, Germany Peterborough, ON Oshawa, ON.
America
Acquired Phonetix Opened facility in Acquired Phoenix Group Established headquarters
Telecom Moncton, NB with operations in 4 U.S. in Toronto, ON
locations
TransWorks Information TransWorks earned
Services Ltd. founded COPC certification
2003 2004 2005 2006 2007 2008
GM Supplier of the Moved to new facility in COPC site certification, Minacs acquired by Opened facility in Manila, Opened facility in Baroda
Year Halifax, NS Peterborough, ON TransWorks/ Aditya Birla Philippines (Vadodara), India
Group
Established operations TransWorks opened 2nd Opened facilities in Opened 3 centers in
in Budapest, Hungary center in Bangalore, India Pickering, ON, Opened 4 facilities in Hamilton, ON;
Saskatoon, SK. Chatham, ON; Austin, TX; Port Hawkesbury ,NS;
TransWorks acquired TransWorks won major
Peterlee, UK; Niagara Mississauga, ON
by Aditya Birla Group contracts from two leading Transworks is ISO
Falls, ON
financial services certified
companies 25th anniversary
2/24/2009 Confidential Slide 8

9. What Minacs Can Do For You

10. Our Core Capabilities
• Customer Support
Customer
Relationship • Technical Support
Management • Sales—Order Capture, Up-Sell/Cross-Sell,
(CRM) and Contact Acquisition
Center • Customer Retention
• Financial Statement Analysis
Transaction and • Credit Analysis
Knowledge • Policy Administration, Underwriting Support,
Services (KPO) Claims Processing
• Market Research
• Industry Specific Processes
• Self-Service Technology
IT Solutions and • Process Improvement and Automation
Services
• Analytics and Reporting
(Tech)
• Business Intelligence
• Integration
• Creative Services
Integrated
Marketing • Database Marketing
Solutions • Direct Marketing
(IMS) • Web Services
2/24/2009 Confidential Slide 10

11. Customer Relationship Management
(CRM) and Contact Center
Our Approach/Features Our Value Proposition/Benefits
• Mature, customized solutions • Minacs can save you up to 40% over a captive center,
for all phases of the customer
lifecycle through a mix of on-shore and offshore delivery.
• Flexible site options - • Minacs exceeds quality and CSAT targets, often raising
Yours, ours, partner’s, the bar among all vendors and captive centers. (According
at-home to our 2008 client satisfaction survey, 63% of clients choose us for our
quality, while 65% of our clients choose us for the expertise we have in their
• Multiple communication industry.)
channels - telephone, Web,
email, chat, fax, letter mail • Minacs consistently surpasses sales targets on
• Proactive stance to building established programs (e.g., for one client, Minacs
loyalty generated $400 in revenue for every $1 of program cost),
which can help you meet and exceed your revenue
• Continuous improvement,
value, and results targets.
• Gold standard technology • You can start seeing results as early as 120 days
solutions from contract signing (depending on the transition plans).
• Detailed, strategic • You can reap additional value over the life of the
governance models contract, as Minacs makes continuous improvement
• Multiple pricing options suggestions to clients at least quarterly.
• Self-service, self-funding
options available
2/24/2009 Confidential Slide 11

12. Transaction and Knowledge Services
(KPO)
Our Approach/Features Our Value Proposition/Benefits
• Strategic partnerships capable of
• Returnsvary depending on level, delivery location,
supporting all areas of business
and scale, but you can expect an average of 20–
• Strong industry knowledge and
40% savings over current internal operating costs.
best practices
• Experience in more than a dozen • Minimal upfront investment required (dependent on
BPO and back office processes IT and infrastructure requirements).
• Customized solutions based on • Improved turnaround times
client need and budget
• For a real estate lending/mortgage processing program, we reduced
• Existing footprint includes India, turnaround times by 10 days, while reducing data processing costs by 55%.
Philippines and North America • For an underwriting program, we reduced average processing time by 40%.
• Continuous process • Improved accuracy and quality
improvements on and offshore
• Against a target of 95% for quality score, Minacs has reached a level of
• Knowledge management over 98% for a claims and data processing program
• Quality focus • Continuousmetric achievement, despite
• Seamless integration with seasonal/quarterly peaks and valleys
existing resource and technology
infrastructure
• Industry-standard privacy and
security practice (e.g., SOX, PCI)
2/24/2009 Confidential Slide 12

13. IT Solutions and Services (Tech)
Our Approach/Features
• Self-service technology via IVR, email, chat,
Our Value Proposition/Benefits
Web
• Advanced voice recognition • Self-service customer technology can eliminate 8–12%
• Real-time system/account integration of your inbound customer contacts
• Virtual agent technology
• Adaptive customer facing knowledgebase • Automation and process improvement can decrease
applications
customer interaction cycle time by 5–8 %
• Automation and process improvement
• Intelligent notification platforms for large- • Integrated systems provide you with a 360-degree view
scale marketing rollouts
• Multi-channel communication of the customer and enable us to enhance customer
• Focus on quantifying success satisfaction on your behalf
• Analytics and reporting
• Real-time, multi-dimensional reporting • Detailed reporting enables you to tweak program
• Full system integration for 360-degree elements to achieve the desired results and share
interaction view
outcomes with your management team
• Voice and text analytic platforms that
unlock customer interaction data
• Our custom-designed applications have yielded both
• Integration
• Large on- and off-shore integration teams
time and cost savings for clients
• Secure, full scale system integration
• Global Siebel team
• Automation and customer data entry can increase the
• Business intelligence accuracy of each customer transaction
• Data warehousing/data mining
• Data reconciliation
• Application development
2/24/2009 Confidential Slide 13

14. Integrated Marketing Services (IMS)
Our Approach/Features Our Value Proposition/Benefits
• Award-winning, high-value, high- • Increase loyalty, sales, profits and share of customer
ROI marketing solutions.
• Grew wholesale parts sales 6% - 10% for various clients
• Turnkey marketing solutions or
• Loyalty programs yielded renewal rates 33% higher than
integrated with your existing those of non-participating dealers
marketing/ad/channel
campaigns and relationships. • Increase ROI on marketing investments
• Data and research-driven • $1 in program investment has yielded as much as $85 in
financial returns
communication strategies,
campaigns, and programs. • Improve targeting, analysis, and efficiency of our clients’
• Targeted customer acquisition marketing activities
and retention strategies. • Grew dealer enrollment in marketing programs by 13% -
50% … and 200% over 2 years for one manufacturer!
• Contact center and
communications support. • Obtain expertise, technology, and economies of scale not
• Data management, integration, available independently or in-house
cleansing, extraction, and
analytics expertise
• Web services (application
development and hosting,
creative integration)
2/24/2009 Confidential Slide 14

15. Region-wise Capabilities
Geography Client Profiles Capabilities (Voice, BO and KPO)
• One of World’s Largest Life Insurance and • Back Office: Change of Address, Correspondence, Scanning, Indexing, Data
Pension Company Capture
• Fortune 500 Credit Card Company • Customer Relationship Management (CRM) and Contact Center:
• One of the World’s Largest Accident & Health • Voice: In/out bound telemarketing for consumer/business, appointment
Insurance Company
setting, customer care, order entry, data support, retention, and technical
• India’s 2nd largest Private Life insurance /help-desk support, early stage collections, third party verification, quality
Company
monitoring, welcome calls, win back calls and market research
APAC • Fortune 200 Credit Card Company
• Email: Transaction support and technical support, sales and marketing
• One of the World’s Leading Commercial
support and follow-up
Mortgage Provider
• Leading Global Forex Solutions Company • Live-chat: Web care includes chat, website navigation, co-browsing, online
search & information support, online transaction & technical support
• Leading US Background Screening Company
• One of the World’s Leading Online Recruitment • Transaction and Knowledge Services: Automated Credit dispute verification,
Services Company Credit Evaluation, Financial Statement Analysis, Pre / post Investment Analysis,
Non-medical underwriting
• Fortune 500 Company & leading US Car • Technical Assistance
Manufacturer
Europe
• Fortune 500 Company & leading German Car • Dealer and Marketing Assistance
Manufacturer
• Fortune 100 Global Financial Institution • Back Office: Document Management, Process & Invoice Management
• Fortune 200 Credit Card Company • Customer Relationship Management (CRM) and Contact Center: Staffing &
• Canada’s largest Newspaper and Publishing Management Solutions, Turnkey Customer Care, Cust. Acquisition,
Company Inbound/Outbound Sales, Turnkey Tech. Support
Americas • Integrated Marketing Services: Creative, Direct Marketing, Web Design &
• One of the World’s Leading Provider of Student
Loans Hosting, Database Marketing
• Fortune 500 Company and leading Japanese • IT Solutions & Services: Siebel CRM deployment, Application Development &
Car Manufacturer Management
2/24/2009 Confidential Slide 15

16. Value Proposition / Differentiators
• Minacs provides end-to-end custom services for BPO, KPO, and ITO.
• Minacs has its own IT solutions team that can focus on providing custom
solutions for a client’s business. This will assist in optimizing the client’s
processes to achieve the maximum cost savings.
• Minacs is large enough to handle the scale required by clients at all levels,
yet small enough to provide a deep level of attention.
• Minacs has an extensive global footprint that allows us to provide the right
skills at the right time, at the right location, for the right price. No one location
is the answer to all needs. We understand how to match the needs of our
customers with our extensive footprint.
• Minacs prides itself in the fact that we will provide 20%-40% in onetime
savings and continue to improve your process using many process
improvement tools at our disposal over the life of the relationship.
• Minimal upfront investment required (dependent on IT and infrastructure
requirements).
2/24/2009 Confidential Slide 16

17. Keys to Success

18. Transition Approach
Discovery Detailed
and Implementation Transition Ongoing Operation
Business Planning
Case
Activities Activities Activities Activities
• Understand current state • Formulate overall • Set up overall program • Commence and
program plan maintain ongoing
• Outline future state • Organize transition operations
• Outline detailed program teams
• Prepare preliminary activities • Implement best
implementation plan • Update and finalize practices
• Prepare detailed transition plan
• Propose roles and implementation • Coordinate ongoing
responsibilities financials • Integrate program and process transformation
project tools
• Complete risk assessment • Propose organizational • Conduct periodic
model • Execute transition business and financial
• Prepare business case activities… ops, tech, reviews
Deliverables • Update and refine HR, legal, finance, PR,
financial estimates etc. • Provide ongoing
• High level assessment reporting and
report Deliverables Deliverables certifications
• Detailed implementation • Pilot and live operations Deliverables
plan and schedule
• Results in multiple
2/24/2009 Confidential Slide 18

19. Minacs Partners
in Management of Risk
Internal Operational Contractual Clarity:
• Executive commitment • What is it?
• Resource commitment • Who does it?
• Organizational readiness • Who owns it?
• What does it cost?
Vendor • What happens if it doesn’t work?
• Domain expertise
Co
ce
• Focus / commitment Legal Contractual Clarity:
en
• Local accountability
nt
• Business model
• Financial stability
ra
lig
• Data privacy and management
• Site visit(s)
cti
Di
• Intellectual property
• References
ng
• BCP and DRP; Force Majeure
e
Du
• Performance assurance
Offshore Location • Employment issues
• Quality • Legal/Regulatory compliance
• Capacity
Governance • Taxation issues
• Cost • Jurisdiction
• Compatibility
Target 4–8% of Total Spend in Governance
• Culture
• Resource management
• Hiring/Retention
• Performance management
• Control/Compliance management
• Risk/Financial management
• Relationship management
2/24/2009 Confidential Slide 19

20. Case Studies

21. Case Study #1 (CRM) - Fortune
200 Financial Services Client
The Overview The Objectives
Client: Fortune 200 financial services • Improve retention and loyalty of at-risk customers
company • Capitalize on up-selling/cross-selling opportunities
Processes: Inbound customer • Gain significant cost efficiencies
relations, sales and application • Deliver on brand promise of superior customer service
processing, outbound sales, email and
correspondence processing, VRU /
technology and training development
Contract start date: 2002
Account size: ~1300 agents The Results
Hours of operation: 24 x 7 x 365 • Minacs contract with the client grew from a $7 million
Site location(s): Moncton, NB, account with less than 5% market share in 2002 to a $44
Canada; Port Hawkesbury, NS, million account with 20%+ market share in 2008.
Canada; Pickering, ON, Canada; and • Transition of 2 additional lines of business in 2007 and
Bangalore, India 2008 provided a 60% cost savings for the associated
IT Solution: Data and telephony 600 FTEs
networks, Citrix and VoiP technology, • Canadian rate of retention is performing at an average of
desktop workstations, integration with 56%, exceeding target by 121%
numerous client applications • Balance transfers through our outbound team averaging
Language served: English $3500
Markets served: U.S. and Canada
2/24/2009 Confidential Slide 21

22. Case Study #2 (CRM) - Global
Recruitment Portal
The Overview The Objectives
Client: Global recruitment portal • Resolution of customer inquiries and issues.
• Train users on best practice uses of Monster to
Processes: Inbound voice and non- maximize their ROI.
voice customer support for employers • Detect and prevent fraudulent job posting on
and job seekers, order management, monster.com
fraud detection, billing and data • Timely and accurate submission of orders received from
management the sales reps.
Contract start date: September 2005
Account size: ~260 agents
Hours of operation: 24 x 7 x 365 The Results
Site location(s): Manila and • For voice customer service, over 75% of customers are
Bangalore “very satisfied” and over 93% are “overall satisfied”.
Language served: English • For chat customer service, over 84% of customers are
“very satisfied”, and over 94% are “overall satisfied”.
Markets served: U.S., Canada, and
U.K. • For email customer service, 72% of customers are “very
satisfied” and 90% are “overall satisfied”.
• Minacs achieved best vendor status based on customer
satisfaction surveys.
• The average time taken to process orders has been
consistently less than 50 minutes.
• Error rate is averaging 0.5% in fraud detection.
2/24/2009 Confidential Slide 22

23. Case Study #3 (CRM) - Global
Automobile Manufacturer
The Overview The Objectives
Client: Global automobile • 40% cost reduction vs. existing cost-model in the
manufacturer U.S., plus annual productivity improvement of more
Processes: Consumer affairs (DRT, than 5% per year
correspondence, mailrooms, warranty
claims, LPO coding (tread coding) • Decrease attrition rate
dealer parts information for both • Increase sophistication of IT technology
Canadian and U.S. operations. PDC • Smooth transition
liaisons.
Contract start date: March 17th, 2007
(5 year term) The Results
Program size: 265 agents: 70 in • 10% reduction in staffing costs
Manila 195 in Hamilton
• 5% reduction of all charges to the DPIC and Consumer
Hours of operation: 7a.m. – 9p.m.
Affairs groups year over year
EST
Site locations: Hamilton, Ontario, • 12% reduction in call handle time, resulting in savings
Canada; Manila, Philippines of approx. $25,000 per month
IT Solution: Developed Sharepoint to • 10% cost saving from nearshore relocation of
handle movement and updating of administration functions
documents/email • 40% cost saving from offshore relocation of
Languages served: U.S.-: English administration functions
and Spanish, CDN: English and • 60% reduction in white mail correspondence achieved
French through process improvements
Markets served: Canada and U.S. • Attrition has stabilized at < 9% across the two locations
2/24/2009 Confidential Slide 23

24. Case Study #4 (CRM) - Major U.S.
Wireless Technology Provider
The Overview The Objectives
Client: Major US wireless technology • Increase revenues by extending customer contracts.
provider that has partnered with Customers at risk of exceeding their data usage limit
Minacs since 1999 are transitioned to another plan to avoid overage
charges.
Processes: Inbound and outbound • Resolve customers’ questions about their
voice calls with new and existing contracts/accounts.
customers
• Increase customer satisfaction and retention.
Program launch date: July 2006 • Contact customers who are at the end of their
Program size: 265 agents contracts, offer promotions and renew contract.
• Up-sell additional products and packages.
Hours of operation: 9 a.m. – 11 p.m.
(EST)
Site location(s): Farmington Hills, MI The Results
IT Solution: combination of Minacs • Lowered customer churn by approximately 7%.
and client technology • Validated customer information.
Language(s): English and Spanish • Increase customer loyalty.
• Enabled up-selling new services to approximately 50%
Market(s): USA of customers who accepted campaign offers.
2/24/2009 Confidential Slide 24

25. Case Study #5 (KPO) - Oldest
Banking Institution in the US
The Overview The Objectives
Client: Oldest banking institution in • Spread financial statements
the US.
• Calculate borrowing bases, loan and line availability
Processes: Credit analysis and
• Monitor over advances, covenant violations, declining
maintenance
liquidity
Contract start date: July 2008
• Prepare portfolio review reports
Account size: 30 people
• Timely and accurate submission of portfolio review
Hours of operation: 9-hour shift reports
Site location(s): Bangalore
The Results
Languages served: English
• 7 months of service delivery; only vendor providing
Market(s) served: US credit analysis to the Client
• Already initiated process improvements (borrowing
bases)
2/24/2009 Confidential Slide 25

26. Case Study #6 (Tech) -
Minacs’ INform tool
The Overview The Objectives
• Automated high speed • To lower cost per contact by 80% for clients using this
communication delivery platform technology
that plays pre-recorded messages • To achieve high outbound volumes quickly
to live customers • To provide a highly secure automation solution that
• Multi channel capability: voice, would be fully integrated with Active Directory to
email, or text message control user access rights
• Flexible and scalable to • To increase forecasting and budgeting accuracy for
accommodate any job type our clients by providing a solution with a fixed cost
• Large volume contact capability
• Allows customers on the receiving
end of the automated call to select The Results
a live agent • In November 2007, a major automotive manufacturer
leveraged our services to provide automated reminder
• Can be used for service calls for service updates on vehicles. INform provided
reminders, emergency an 80%+ savings over traditional calls.
notifications, overdue notifications, • In May 2008, a retailer began using the tool to invite
or pick-up order notifications customers to events/sales weekly and was able to
reach 200,000+ contacts per week!
• In December 2008, a major North American media
company will launch the system to contact customers
whose credit card information has expired on
subscriptions. Customers will have the option to speak
to agent when called (press 1).
2/24/2009 Confidential Slide 26

27. Case Study #7 (Tech)-Global Computer
and Consumer Electronics Company
The Overview The Objectives
Client: Global computer and • Position Minacs as the clients preferred vendor through
consumer electronics company level of performance and flexibility to client needs
Contract Start Date: 1993 • Maintain/improve our high standard of performance,
Processes: Voice, email, chat specifically in the area of customer satisfaction
channels for tier 1 - 3 technical • Manage increasing volumes of technical support and
support, customer care with cross/up- customer service contacts due to exponential growth in
sell, back office processing sales and new products
Program size: approx. 1500 agents
The Results
Hours of operation: Varies by
program • Secured 2 new lucrative LOBs & experienced over 70%
growth of the account in 2007.
Site locations: Peterborough, ON;
Niagara Falls, ON; Pickering, ON; • Operating Client support out of 4 sites in Canada (in
Saskatoon, SK; Bangalore, India 2005 Client was a single site operation)
• Leading supplier based on quality with highest overall
Solution: staffing, facility and customer satisfaction rating
management.
• #1 vendor for providing revenue augmentation through
Languages: English, French up-selling and cross-selling
Market(s) served: U.S.A., Canada, • Award-winning customer service (Client ranked #1 for 8
APAC, Europe consecutive years by Consumer Reports)
2/24/2009 Confidential Slide 27

28. Case Study #8 (Tech) - Global
Technology Giant
The Overview The Objectives
Client: Global technology Giant • Reduce the cost of operation without affecting the quality
of service.
Processes: Customer support, Tier-1
tech support (voice & email), billing • Deliver quality driven, accurate and complete responses
support via chat and email. in tier 1 tech support and tier 2 routing support.
Contract start date: November 2003 • Improve overall customer satisfaction.
Account size: ~ 180 FTEs • Deliver process improvements to improve the overall
quality and cost of service delivery.
Hours of operation: 24x7x365
The Results
Site location(s): Mumbai and
Bangalore • Over 4 year partnership; Commenced operations in Nov
2003 with NA email tier 1 support, added chat support in
Languages served: English
August 2005, APAC support in July 2006, NA tier 2
Market(s) served: US, Canada, and support in Oct 2007 and BCP site in Mumbai in May
APAC 2008.
• Consistently exceeding customer satisfaction scores and
other key metrics.
• Minacs is the only vendor for Client in NA and APAC
business.
• Rewarded by Client for consistently meeting all metrics.
2/24/2009 Confidential Slide 28

29. Case Study #9 (IMS) - Global
Automobile Manufacturer
The Overview The Objectives
Client: Global automobile • Provide relevant product offerings for both current and
manufacturer headquartered in Japan future use
Processes: Integrated marketing • Manage accounts with both consistence and excellence
solutions • Redesign their existing service marketing program to
Contract start date: Currently in the provide a best-fit solution for the unique needs of each
third year of a three year contract; different group within their customer base.
however, Minacs has been providing
service to this client since 2001.
Program size: 15 FTEs, plus 10 – 15 The Results
shared employees • A successful 8-year partnership between Minacs and
Hours of operation: 8:00 a.m. to the client
5:00 p.m. (CST) • Dealer enrolment for the program has grown to 96%
Site location: Milwaukee, WI and • Annual revenues for OEM service and parts sales have
Farmington Hills, MI, U.S. grown to over $129 million per year
IT solution: Oracle for database • Incremental revenue, revenue collected from lost
applications, Cold Fusion, and Adobe customers who return to the dealership for service, has
Flex for web components grown to over $24 million per year
Language served: English
Market served: United States

30. Thank You