In the issue of “The 10 Most Admired Outsourcing Companies”, We have listed; Ascent Consulting Services employs a matrix of technology, domain expertise, streamlined business workflow, and highly skilled people to create tangible, measurable, performance improvements throughout the client’s organization
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4. Editorial
lobalization of economies supplemented by technological advances has
Gled to the evolution of the outsourcing industry in India. The Indian
BPO scene has changed over the years, from being a call center-centric
industry to now covering a wide range of services. The IT-BPO sector has
become one of the most significant growth catalysts for the Indian economy. In
addition to fueling India's/the nation’s economy, this industry is also positively
influencing the lives of its people through a direct and indirect contribution to
the various socioeconomic parameters such as employment, the standard of
living and diversity among others. The industry has played a significant role in
transforming India's image from a slowmoving bureaucratic economy to a land
of innovative entrepreneurs and a global player in providing world-class
technology solutions and business services.
In the late 90’s many outsourcing experts predicted that cost savings would no
longer be one of the main advantages of outsourcing due to the rising cost of
living and technological advances. But the financial woes brought on by the
2008-2009 economic crises have made the whole concept of cost saving even
more important. With the economic recovery still unsure, cost saving remains
one of the major reasons for outsourcing to India.
Latest trends in outsourcing point to the major change of focus from the
outsourcing of non-core services to the outsourcing of core business functions.
Most businesses, with a significant number of SMEs, consider fully outsourcing
their IT department, not only to save money but especially to gain better
experienced and skilled specialists to produce high quality solutions.
Outsourcing to India, especially IT outsourcing, is on the rise due to the
abundance of qualified professionals who have the skills, resources, and
methodologies to create superior results.
Industry experts who have been observing the benefits of outsourcing and cloud
sourcing predict that cloud sourcing will soon merge with the existing
outsourcing market and provide better opportunities for the entire outsourcing
industry. With businesses in general pushing towards cloud solutions for
different reasons like flexibility, scalability and cost savings, outsourced IT
services will be required for migration of existing infrastructure and services to
make them cloud-nabled.
This major advantage of outsourcing will benefit infrastructures supported by
cloud resources and other smaller outsourcing providers.
On the whole, outsourcing is expected to increase dramatically in the years to
come. This is because globalization which inextricably links the world’s
economies. Companies will not be able to meet the various challenges they face
relying solely on their own internal resources but will have to look beyond for
more cost-competitive and capable sources. This is where outsourcing and the
many advantages it brings with it plays an extremely important role.
Outsourcing is your
Accomplished
Solution Provider
for all Commercial
Difculties
Poulami Das
6. Tech-Future
C O N T E N T S
Interview with Insights
Success
Open Mind Services Limited:
Introducing an Extensive Innovation
in the Arena of Outsourcing
Outsourcing –
Your propeller
into a tech-enabled
future of emerging
technologies
8
16
Articles
Outsourcing: An Efficient and
Cost-Effective Alternative for
the Business World
Cost
Effectivness
Competitive Advantage
through Outsourcing
Market
Outsourcing
22
30
Things Startups Should
Before Outsourcing
Development
Developing Era
38
Outsourcing-
Fueling the Growth
of Business Market Future
Future Concern
14
7. 12
TransForm Solution
Implementing Business
Solutions Globally by
Utilizing the Latest
Technology Platforms
Ascent Consulting
Services
Ubiquitous HR
Solutions Partner
20
Citrus Informatics
Breaking the Mould
CNC Transcend
Management Services
Supporting the
Growth of Medium
and Large Enterprises
and its leaders
Consystent Infotech
Providing Outsourcing
Services with
Impeccable Quality
Eben Telecom
Connecting
Businesses
Globally
28
36
26
34
42
8. utsourcing the internal functions of an organization significantly reduces the costs and also offers
Omultiple benefits, which makes outsourcing a profitable prospect. With expensive trade of knowledge and
the deep roots in the industry, the outsourcing companies are among the best people to share your
workload and minimize the overhead.
Outsourcing refers to the way in which companies allows different business processes of functions to external
vendors. Any type of business process can be done from the offshore location which can be further outsourced. It
includes many important functions such as payroll, transaction processing and inventory management to name. In
addition to this, there are many call center services which are outsourced in the best possible manner. The
supreme visible and obvious benefit which is related to saving costs with the help of outsourcing. You can get
your job done at affordable rate and high quality with the help of outsourcing.
In the issue of “The 10 Most Admired Outsourcing Companies”, we have presented the innovator in the arena
of outsourcing, who have accomplished trademark by providing state-of-the-art outsourcing solutions and are well
equipped for continuing the outsourcing-industries future. Doubtlessly, all organizations are continuously playing
a vital role in Outsourcing modernization.
We have listed; Ascent Consulting Services employs a matrix of technology, domain expertise, streamlined
business workflow, and highly skilled people to create tangible, measurable, performance improvements
throughout the client’s organization. Citrus Informatics is a leading industry player providing quality IT services
and innovative technology solutions. Consystent Infotech is a leading IT and Business Process Outsourcing
services company – integrating the best in human resources and technical expertise to serve global companies &
Indian corporate giants. CNC Transcend Management Services (CNCTMS) is a management services firm that
specializes in business strategy development and execution, along with leadership coaching for growth phase
companies. Eben Telecom (P) Ltd, provides quality service with the use of state of the art technology &
infrastructure and in turn ensuring Customer Delight at all levels. Gretis India Private Limited has been in the
industry for several years now and has developed a sound understanding of the industry best practices. No one
understands Human Resource Management and outsourcing employees related issues better than us. New
Horizon is an HR process consulting company having its expertise in wide areas of HR Services. Osource India
provides advanced solutions to a wide range of large, medium-sized & small sized enterprises including many
leading blue-chip multinational firms/setups. Smartshore specializes in Outsourcing Services which includes IT
Staffing, IT Application Development IT Infrastructure Management and Knowledge Process Outsourcing.
TransForm is a BPO company with world-class execution offering global clients customized services and
exceptional customer engagement since establishment.
We have covered expert view on, “Outsourcing – Your propeller into a tech-enabled future of emerging
technologies” by Rishi Khanna, Founder and CEO of ISHIR,
We have an existing corner of Interview with Insights Success with Open Mind Services Limited a premium
Knowledge Process Outsourcing (KPO) company meets the outsourcing demands in varied fields such as Tele
Health Help Desk, HR Back Office, Facility Management Helpdesk, Vendor Management, Lead Generation, and
Call centers.
Also, we have encompassed, “Outsourcing: An Efficient and Cost-Effective Alternative for the Business
World” scripted by our in-house editors in the wonderful pages of this magazine.
So flip through the pages of our magazine and explore interesting insights into the world of Outsourcing
revelation!
Outsourcing:The Modern Buzz of these Days
Companies1
The
Most Admired
11. OPEN MIND
SERVICES LIMITED:
Introducing an Extensive
Innovation in the Arena of Outsourcing
nnovation, new technologies and global competition are the constant driving forces behind growth and expansion in the
Iglobal business process outsourcing industry. Addressing this extensive knowledge of business, Open Mind Services
Limited, a premium Knowledge Process Outsourcing (KPO) company meets the outsourcing demands in varied fields
such as Tele Health Help Desk, HR Back Office, Facility Management Helpdesk, Vendor Management, Lead Generation, and
Call centers.
In an interview with Insights Success, Naveen Gulati, Founder of Open Mind Services Limited gave some insightful views
highlighting the influence of outsourcing trends which help the companies to explore the diverse ways of outsourcing
industry.
1. Kindly brief us about your company.
Open Mind Services Limited is a dedicated inbound Call Center BPO, with excellent experience, self-motivated trained
staff, plentiful resources, and a keen eye and wherewithal to adapt to changing technologies to ensure that the inbound
call center service of our clients transcend expectations and yield coveted results in the form of deeply enhanced
customer experiences.
We pride ourselves as amongst the most trustworthy Knowledge Process Outsourcing organizations in the country. Our
services can be classified into the following 5 broad categories:
a. Patient Helpdesk, also known as Tele Health
b. HR Helpdesk, under the name HR Bridge
c. Outsourced Customer Support Helplines
d. Facebook Messenger based Chatbot for Application Management
e. Inbound Communication center
2. Kindly share about some unique services provided by Open Mind Services to attract clients.
The bulk of our business comes from word of mouth- a gracious gesture of our past and present clients. Apart from that,
we trust email marketing and social media marketing that have helped us in gaining a firm foothold in the hyper-
competitive Indian market.
MARCH 2018 |
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9
12. 3. Briefly tell us about the CEO/Founder of the
company.
An engineer by education and training, Naveen
Gulati, Formed the company after gaining
extensive experience in his family business.
He used that valuable experience and wisdom in
integrating resources, people, processes, and
technologies to design and improvise outsourced
service offerings to grow a small BPO, Silver
Lining, established in 2003, to a strong Public
Limited Firm, Open Mind Services Limited.
Today, Open Mind Services Limited retains a
prominent status with a well-established name in the
field of Help Desk Services, Patient Relationship
Management, HR related KPOs and BPO
Consultancy and Chat Bots.
4. Kindly brief us about your strategy to tackle the
competition in your sector.
We believe in doing the great quality of work in our
domain, at an interesting price point and providing
zero-compromise services to every single client,
every single time and at all times. We have
discovered that the easiest way to achieve our goals
is by listening with an open mind, and delivering
what we promise to the T.
Every client comes with seemingly similar looking
problems but each problem that looks deceptively
similar is uniquely different when you dig deeper
and focus on reading between the lines. To
accomplish that purpose of understanding before
promising, our team of empathic leaders keeps their
knowledge and wisdom at the top of the game by
subscribing to the latest views and developments in
that industry.
5. What are the key values that helped the company
to overcome the roadblock/challenges in your
career?
Empathy, readiness to learn and transform, acquiring
and elevating wisdom, meticulous time
management, and old-school values of ethically
conducting business with a steady eye on the long-
term goal inspires us to keep giving our best to
achieve client satisfaction.
Fortune, Fortitude and Tenacity. I’m a strong
| MARCH 2018
™
10
13. believer in the maxim that destiny only wants the best
for us; we just need to follow the path with
determination and persistence in the face of adverse
challenges. Like most people, my journey to is
scarred with failures and setbacks, but the strong
support system in the form of my family and my
friends have helped me immensely in weathering the
difficult times and coming out strong every single
time. Of course, I’m human and make mistakes, but
thankfully have pushed harder every time I was in a
corner. Sometimes by myself, at other, by my better
half.
6. What are the benefits gained by your clients while
doing business with you?
An insightful journey into their own businesses! Jokes
aside, we take every opportunity as a brand new
challenge to take a trip deep into a business to
understand what they really need to implement and
modify such that their customers receive the same,
predictable quality of excellent customer support
whenever they need to contact them for any pressing
problem.
7. Describe about the pivotal elements which makes
your company best and what would you attribute
your success to?
Best is a relative term, and for us the beginning of the
voyage to being better than the previous day. Our
competitive advantage originates from our desire to
listen, comprehend, reflect, and then respond. No
template solutions for us. Each organization comes
with its own set of concerns and consequently, each
of them deserves a customized delivery solution.
I believe success is an offshoot of determination. The
more time we spend in grasping and inventing
solutions, the more we reach a position of
satisfaction, gratitude and a superior customer
experience. That for us is the success.
8. What inspired Open Mind Services to enter the
outsourcing segment?
The catalyst was a few concurring bad experiences
from naïve customer support executives that acted as
a motivation to trigger important and gradual changes
in the process of providing a rich customer experience
that are now being followed widely.
9. What would be your golden words for the younger
generation dreaming of entrepreneurship?
Learn to be realistic and don’t try entrepreneurship
just because you want to be your boss. Once you have
decided to take the plunge and are ready with a plan
to fulfill your dream, be prepared to face the real test
of your character. Frustrations come thick and fast,
threatening to cloud your vision and push you towards
the easy path. Hang in there with unsurmountable
Grit. Grit is the one feeling you ought to develop in
abundance if you want to make your dream come true.
Don’t just dare to dream; Dare to change. Your plans
stand for nothing; your dreams mean zilch to anyone
unless you can show them how it benefits them. You
are guaranteed success as soon as you start viewing a
problem from your user's or client's perspective. Make
that transition rapidly.
Finally, remember that you need to master man
management skills than anything else.
10. What can be expected from Open Mind Services in
the upcoming years?
Oh well! There is so much happening I can’t wait to
share! But then, it’s prudent to reveal plans after you
launch something, right?!
For starters, we will continue to set new benchmarks
in providing Customer Support Services for our
outsourcing clients while meeting the existing ones
with the same level of competence and excellence.
You can expect to hear much more about the
OpenMind FB Messenger chatbot as we sharpen the
AI based bot to understand more about your needs
and make the Appointment booking process as easy as
saying Hello.
Another excitement is brewing in all our premises-
something that has the potential to change how the
outsourcing industry works in India. Keep watching
while we promise you surprising new developments.
MARCH 2018 |
™
11
14. Read it FirstRead it First
Subscribe today
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15. Management BriefCompany Name
Ascent Consulting Services
ascent-online.com
Subramanyam S
Founder & CEO
Ascent Consulting Services employs a matrix of technology,
domain expertise, streamlined business workflow, and highly
skilled people to create tangible, measurable, performance
improvements throughout the client’s organization.
Citrus Informatics (India)
citrusinformatics.com
Sarji R Mohammedali
CEO
Citrus Informatics is a leading industry player providing quality
IT services and innovative technology solutions.
CNC transcentd
management services
cnctms.com
Cherian kuruvila
Managing Partner
Consystent Infotech
consystentinfo.com
Adarsh Prasad
President & CEO.
Consystent Infotech is a leading IT and Business Process
Outsourcing services company – integrating the best in human
resources and technical expertise to serve global companies &
Indian corporate giants.
Gretis India
gretisindia.com Sahil Vaz
CEO
Gretis India Private Limited has been in the industry for several
years now and has developed a sound understanding of the
industry best practices. No one understands Human Resource
Management and outsourcing employees related issues better
than us.
New Horizon
new-horizon.co.in Falguni Seth
CEO
New Horizon is an HR process consulting company having its
expertise in wide areas of HR Services.
Osource India
osourceindia.com
MITHILESH TIWARI
Assistant Vice President
Osource India provides advanced solutions to a wide range of
large, medium-sized & small sized enterprises including many
leading blue-chip multinational firms/setups.
Smartshore Services LLC
smartshore.us
Amit Saraff
Director
TransForm Solution
Pvt. Ltd.
transformsolution.com
Asfaq Shiliwala
Founder & Chief
Executive Officer
TransForm is a BPO company with world-class execution
offering global clients customized services and exceptional
customer engagement since establishment.
CNC Transcend Management Services (CNCTMS) is a
management services firm that specializes in business strategy
development and execution, along with leadership coaching for
growth phase companies.
Smartshore specializes in Outsourcing Services which includes
IT Staffing, IT Application Development IT Infrastructure
Management and Knowledge Process Outsourcing.
Eben Telecom (P)
ebentelecom.com
Anand Krishnan
Vice President (BD)
Eben Telecom (P) Ltd, provides quality service with the use of
state of the art technology & infrastructure and in turn ensuring
Customer Delight at all levels.
Companies1
The
Most Admired
16. G
reat things in business are never done by one
person. They’re done by a team of people”- Steve
Jobs, celebrated entrepreneur and former CEO of
Apple.inc.
Business tends to appear different to every distinct
individual. Some regard it as a caricature that keeps on
changing, some view it as an art of money making, while
some take it as a ladder to reach their dreams. Whatever be
the view, this competitive world requires people to be on
their toes every single time. Choosing the right way of
running a business is important but deciding that how much
work is to be responsibilized to what kind of team is more
significant.
Tactics have varied from a long time in the market. From
textile business in early eighteenth century to the rush filled
streaming of online market today, trends and manners have
kept on changing. As a business strategy, Outsourcing was
generated in early 1989 but it is showing continued
daunting effects till today.
Outsourcing caters to deploy the non-centric operations and
tasks of businesses to smaller firms or bodies in order to be
cost effective and mitigate the pressure so that core
activities of business can take place independently.
Breaking monotony to Polarize Financial Gaps
Ups and downs in current assets budget is legible to a
company but payment of heavy amounts for normal and
regular operations hitches a company’s cost effective motto.
Suppose a company tends to outsource its accounting and
bookkeeping department to a firm instead of employing an
accountant in the premises itself. It is way cheaper to this
company to deploy its work to some other body than to bear
the hassling task of hiring an accountant and paying a heavy
sum. This cost cut method leads to use of resources to a
better sector which amplifies the productivity in a subtle
way. It helps to keep a nexus between financial dispositions
to every sector and polarizes their gaps.
Competitive Trend of Strategic Dimensions
Trends reveal that the original intent of outsourcing is mass
access. Using it as a strategic tool to gather abundant
resources, it induces to gain access to wide variety of
materials and services from around the world. Kudos to
changing global scenario where picking up potential
workforce has become important, countries desiring foreign
investment now also get a fair opportunity because of
outsourcing. Existence of this tool is likely to be found in a
competitive sector where it acts as a game changer.
While considering the second face of this term, outsourcing
clients have to act more vigorously and smartly in regard to
dealing with strategies, for creating such an experience
which will fuel new growth and cultivate business values
to the top-line, and not only just making a mundane rely on
short-term costing to the bottom. If client companies hire
outsourcing to become more competitive, it devises an
entirely different scenario than for the mere name of
“offshore shipping”.
Different Shades of One Field
Industry has portrayed the outlook of outsourcing in many
shades. It ranges from call centers, knowledge processes,
data entries, IT services, healthcare BPOs, financial services
and also to engineering field. However the shades of
business outsourcing have many challenges to resolve.
● Customer Attrition - Several scenarios have reported
the challenges of client satisfaction. In this world of
quick and hasty social media, influenced by any viral
slot, clients may turn their back and give the project
to competitors which can be damaging to workings
of any industry.
● Political Scenario- Europe's and America's political
Fuelin th Growt of Busines Marke Futur
“
FUTURE CONCERN
| MARCH 2018
™
14
17. atmosphere is likely to judge and affect the workings
of contents and areas outsourced in different countries.
● Shoestring Budget- When a company is employed to
perform in limited budget then it leads to budget
string. Most of the times producing best out of
minimal budget tends to be a hard challenge.
Statistics Trait
A study from Denmark, Inc. displayed the reports of a
company of saving about 31%, over the span of one year
when it successfully outsourced one part of its business. It
has challenged other businesses, for three years, by saving
up to 33% on cost. Statistics claim that through
outsourcing, competitive advantages of a company can be
drastically increased.
Equivocal Decision While Venturing
Interesting fact is that, many of the businesses that survive
an economic hardship are expected to emerge with more
supple competition and more global integration.
Outsourcing uniquely provides a wheel for businesses to
gain accreditation to new and better talent, speedy process
acumen, new technology and engulfing global markets.
There is abundance of service providers who are eager to do
business, and numerous of them offer attractive short-span
cost reduction strategy but It must be considered before
joining hands with any kind of provider as their effects are
not only reflected on cost efficiency but also on the long
term quality reputation.
Using Outsourcing as a Balance Scale
Several clients and outsourcing companies are distant, and
despite varying in interpersonal concern and culture, their
products speak the same benefit and yield the same comfort
everywhere. Depicting the notion they all share the same
goal, outsourcing can be said as that tool which garnishes
maximum potential out of a workforce when applied to any
geographical area. Outsourcing can be referred to as
balancing what we have with us i.e. balancing resources,
balancing teams and balancing profit with global expansion.
If you deprive yourself of outsourcing and your competitors
do not, you’re putting yourself out of business – Lee Kuan
Yew, first Prime Minister of Singapore.
MARCH 2018 |
™
15
18. Mr. Paramjit Anand
Executive Director
Acreaty
OUTSOURCING –OUTSOURCING –
Your propeller into a tech-enabled
future of emerging technologies
In 2010, Bain & Company uncovered that only one 1 in 10 companies, out of the 2000 companies they surveyed,
achieved sustainable growth and drove profits. It implies that companies which can create value and sustainably make
profits are only handful. There was one common thing in all these companies – they all outsourced their non-core
processes and focus on core areas.
It’s 2018 and nothing has changed since. There is a strong trend to outsource to IT vendors who can develop and
support IT functions. Companies are serious about emerging technologies and they seek IT outsourcing companies
with expertise in these technologies.
Artificial Intelligence, robotics, machine learning, virtual and augmented reality, Internet of Things (IoT), Big Data and The
Blockchain are technologies that will drive the future and impact every industry. The AI disruption is widespread and all
trends show that the investment in AI will skyrocket in the years to come.
There was a time when outsourcing was only seen as a cost-cutting measure. It was known as a cheaper and more effective
way for organizations to operate. It was a way wherein progressive enterprise received lower cost resources to manage their
non-core prospects.
IT outsourcing started in the 1980s and has grown into a sophisticated global market over the years. It involves outsourcing
software, hardware and processes. Some of the common services that were outsourced included application development and
maintenance, data center, service desk, voice and data network packages. Over the years, as the understanding towards
outsourcing became mature, companies started to divest their non-core activities and operations so that they could focus on
activities that supported their core business strategy and their strategic vision. CXOs were shouldered with the responsibility
to separate core activities from non-core ones. They identified core activities as strategic, the ones that provided customer
engagement and value, could drive profits directly. Non-core activities were identified as day-to-day mundane activities, the
ones that did not involve customer engagement and did not directly drive profits.
Outsourcing - not cutting jobs but developing competitive advantage
Increased competition is compelling companies to drive maximum benefits from outsourced functions and processes. Earlier
companies addressed their software development needs using their own in-house IT department. It led to excessive
investment in resources like time, money and efforts. With outsourcing, however, it is possible for companies to accelerate
their speed to market and free up their key resources to build their core competency. The most important benefit of software
outsourcing is lowered costs to manage IT functions. In fact, the IT resources of the company can focus on solving real issues
and begin critical internal initiatives.
If the focus is only on cost reductions, the value of IT outsourcing can never be realized.
There are 3 ways wherein the value of IT outsourcing is realized to the best.
Ÿ Dealing with resource demand – If the company hires senior people, there is an issue with resource utilization. If they hire
junior people, you can’t be agile to market needs. It is best to carefully identify and scrutinize the software needs and IT
functions that can be outsourced.
Ÿ Building core competency – Expert software outsourcing companies can help companies to build proficiency in non-core
processes and lets them focus on what they do best.
| MARCH 2018
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TECH-FUTURE
19. Rishi Khanna
Founder and CEO
As a founder and CEO of ISHIR, Rishi Khanna
is responsible for the growth and success
of ISHIR.He is a mentor, visionary and
motivator who believe in nurturing his people
to nd their passion and purpose. Rishi plays
a critical role in the international business
development and partner development.
His management experience ranges from
offshore program management to managing
software delivery.
Rishi has successfully implemented strategic
outsourcing and offshore programs in IT,
Cloud, Mobile, Articial Intelligence, IoT,
BPO and Digital Marketing functions.
Before he established ISHIR in 1999, Rishi
worked for Deloitte & Touche in
Texas as a Management Consultant.
About the Author
Ÿ Outsourcing companies invest in training – the companies don’t have to worry about investing in emerging technologies as
leading software outsourcing companies constantly invest in training their employees on current and next-gen
technologies.
Now that it is clear how the value of IT outsourcing can be maximized. Here are some ways that outsourcing can give a
leading edge.
Ÿ Outsourcing helps tap global talent. The lack of talent can be a huge impediment in a company’s growth. If companies
outsource, there is an option to tap into a rich resource pool with the flexibility to scale up or scale down the resources
anytime as per your requirement.
Ÿ It gives a huge opportunity to expand into other markets. If a company is planning to enter a new geography, the
outsourcing company can act as a bridge to understand and operate as per the local markets with the help of the company
you outsource the work to.
Ÿ To excel in a highly competitive and agile market, there are times when R&D is outsourced to boost innovation and
productivity.
The real power of outsourcing will be realized from a company’s growth in its capacity to drive change and growth that will
mainly from emerging technologies. Self-driving cars, virtual assistants, robots, smart cities, tele health, smart devices and
more are realities of today. Leading IT outsourcing companies can keep an eye on these trends, prepare their workforce for
these next gen technologies and help the companies to build core competence that is established on emerging technologies.
The IT vendors can help fulfill the increasing demand for cloud services and increased data storage capacity.
Are you ready to step into a tech-enabled future with a futuristic IT outsourcing service provider?
MARCH 2018 |
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17
20.
21.
22. Manpower is the key
differentiator in today’s
industry and managing
people or meeting their expectations
has become a challenge in all verticals
of industry irrespective of size, volume
of business or geography. Every
enterprise therefore is keen on focusing
on its core while it aspires to have an
industry standard solution for people
management as a non-core function.
Here arises an opportunity for
companies engaged in HR Service
delivery with the same commitment as
an organization would wish to extend
to its employees.
Ascent Consulting Services is a HR
Solutions company providing 360
degree HR Management Solutions that
addresses growing business demands.
The solutions are industry agnostic
while meeting specific needs of clients.
The company always makes larger
efforts aimed at improving
organizational efficiency and not just
creating incremental change. Having
established a significant market share
in India and counted among the leader
board in H R Service delivery in India,
it has strived to expand the reach to
another 31 countries across the globe
until now. While the major part of the
business is driven at this point of time
from India, Ascent Consulting is
confident of flipping the market share
in favor of the overseas business in the
next two years.
Passionate and Confident
Entrepreneur
Subramanyam S, the Founder and
CEO of Ascent HR is a corporate
lawyer and a Fellow member of the
Institute of Company Secretaries of
India. He had close to two decades of
experience in Finance, Legal, Tax and
Business Management, having worked
in these areas in various corporates as a
passionate professional before
venturing to be an entrepreneur in
setting up Ascent Consulting Services
Pvt Ltd in the year 2002.
At Ascent, Subramanyam believes that
by offering own solutions to the clients
Ascent Consulting Services has the
advantage of being adaptable, an
option which would be lost to them if
they had used inflexible third party
solutions. Therefore, flexibility, agility
and adaptability are something that
Subramanyam has keenly brought to
the table and this has been something
that has helped the consultancy
overcome obstacles. It also has the
advantage of providing solutions in a
short span of time.
ASCENT CONSULTING SERVICES:
Ubiquitous HR Solutions Partner
Ascent provides solutions, rounded
completely for all needs of a
comprehensive HR service delivery. It
offers several services that are unique
and not offered by many of the
competitors. It has a full suite of
products or services for HR Service
Delivery which covers enterprise HR
Management System on the cloud
supported by an efficient managed
service of Payroll & Benefits
administration in addition to
compliance management & consulting
support, which are managed services.
All of these tools and services
We aim to
improve
organizational
efficiency by
building
the right mix
of skills and
knowledge
and create
incremental change
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23. complete the transactional and strategic part of HR service
delivery which sets the consultancy apart from others.
Ascent’s HR Automation Suite
In addition to Ascent’s HR Outsourcing strengths, the
company has a HR Automation suite that is built over a
knowledge base of vast experience and real life scenarios.
Its HR Automation suite comprises of different applications
such as PowerHR which is a fully integrated comprehensive
real time enterprise HR delivery system covering all aspects
from Hire to Retire. Stohrm, an efficient and easy tool used
for HR hygiene management of small and medium business
enterprises and includes an interactive employee or
manager self-service. Payroll processing application i.e.,
PowerPay which has multi-country, multi-location, multi-
currency and multi company capabilities while addressing
regulatory environment of each location or country. A
comprehensive compliance management application of
Ascent, PowerCMS which is used with specific focus on H
R Compliances.
Initiatives to Ensure Benefits to the Gratified Clients
Ascent Consulting Services is a powerhouse in managing
people and ensuring people practice which is industry
standard and benefits organization in all aspects from hire to
retire. The managed services comprises of services like
payroll & benefits, consulting & compliance powered by
automation tools for an enhanced HR service experience.
Traditionally, the consltancy is into HR services
outsourcing which means that it tries to take enterprise
clients and manage services which has been the storyboard
so far. In addition to that, it provides services in the form of
staffing and training. We also have value addition in terms
of our new SMB solution, i.e. Small Business Solutions,
which is more like a software service in the cloud that is
thus unique in terms of its approach. This has been born out
of the experience that we have dealing with enterprises
because of which we are familiar with the pain points, the
challenges and the tough tasks that lie ahead of the HR
Service Delivery. These initiatives coupled with the
satisfied customers would help Ascent Consultant Services
in accomplishing the goals for the year and in scaling the
worldwide presence.
Ascent Consultant has implemented a very large H R O
solution for an enterprise which has more than 65,000
employees ensuring the capability in handling large
companies. This is a unique experience as far as India is
concerned.
Aspiring and Delightful Future
Ascent Consultant positions itself as an Asian competition
to global players and is confident of becoming an Asian
solution to global needs in HR Service delivery in the near
future. It has significant footprint in 31 countries and is
looking to expand the reach through further expansion both
organically and inorganically. Ascent Consultants aspire to
be covering the global footprint covering relevant countries
in all continents in the next two years. It believes that it is
necessary to put themselves in the shoes of the client to
deliver HR services and hence try to be accurate, adaptable
and accountable in everything it delivers.
www.ascent-online.com
Subramanyam S
Founder & CEO
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24. Business trends have their own life cycles and Outsourcing is one of them, which has become a bigger and stronger
alternative for the businesses in current times. The main purpose of outsourcing is the cost-cutting of the products
and service. Nowadays, the technology and the business markets have evolved by leaps and bounds which is why;
the organizations must be updated by new trends that are grabbing the markets with a buzz. Considering the dynamism of
current complex business operations, outsourcing has proved to be a boon for the business communities in all sectors. A
recent survey has stated that more than roughly 60% of the outsourcing firms will continue to outsource their business
operations, which reflects the entrepreneur's faith and reliability in outsourcing.
Let’s take a view on the most amazing trends in outsourcing which are ready to set a benchmark for other business standards.
Machine Learning Revolution
Machine Learning is the core of Artificial Intelligence which focuses mainly on cutting the costs and optimizing the processes
of the business operations. Machine learning is heading with a boom towards delivering innovative solutions to provide
OutsourcingOutsourcingOutsourcing
An Efficient
&
for the
Business World
Cost-Effective Alternative
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COST EFFECTIVNESS
25. business opportunities for the companies and also to give added values to the clients. According to a report released,
enterprises are likely to double the use of machine learning technology which will eventually increase their performance ratio
in the coming years. In addition, machine learning is becoming more integrated with IoT and Big Data which is generating
tremendous opportunities for the businesses communities.
Automation and Robotic Process Automation
As customer preferences are moving towards fast and effective solutions and services, automation is playing a key role in
improving productivity and reducing costs of the services and products. It uses software which replaces human works and
standardizes the process to make them high in quality. Thus, it saves time and money which benefits not only clients but also
companies, making automation an essential ingredient to succeed in business.
Robotic Process Automation (RPA) is becoming more popular with each passing year as it provides enhanced productivity
and efficacy at much lower costs with maximum quality. An example of RPA is the call centers where IVR (Interactive Voice
Response) gives basic information to the customers and connect them to the real call center executive.
Cloud Computing
It is predicted that cloud computing will reach approximately $200 billion in short span of time which will offer fast
scalability and ‘pay-as-you-go’ model to the companies. The factors such as cost-effectiveness and the ability to offer
customized solutions to the clients will cover the success ratio of the outsourcing firms.
Data Security on its Peak
Another element that is likely to be on the top of the business owner’s mind is data security. The corporate correspondents
have identified that data privacy is the key-risk to those companies which are engaged in outsourcing. Even a minor data
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26. breach can result in a massive loss to the firm while giving immense profit to the rival. Hence, firms need to take
responsibility for it and is advised to implement a 128-bit fully encrypted secured server for online communications.
The IoT’s Arena
The Internet of Things is the connection of processes, data, people, and things, which can change the way human lives. The
sneaker that counts the burned calories and the automatic processing of washing machines are just a few examples of how
the internet has taken control of human tasks. Thus, connecting the commonly used things to the internet is making our
routine tasks easier and faster.
Enhancements in the Top-Notch Call Centers
A newer version of call centers is likely to rule the roost as these call centers provide IT-enabled services to its clients on
time with online round the clock availability. The use of Chatbots and Virtual agents has been always beneficial as they can
easily tackle a lot of customers at the same time without having distractions.
Digital Transformations on the New Verge
Technology has altered the way of conventional communications effectively. The companies are now accepting online
services, social, media marketing, email promotion and mobile marketing greatly. Few statistics have recently revealed that
more than 65% of the companies will make use of SEO services for improved visibility and lead generation capacity of the
firm along with website development. More is the quality of the services more is the firm’s visibility towards its work
goals.
Big Data Continues to Impact on Businesses
Big Data is a leading technology which processes complex data to improve business strategies so that the organizations
become customer-focused which leads to more economic results. Advancements in Big Data make the analysis simpler and
give more opportunities to the organizations to optimize processes and software solutions.
The future of outsourcing trend seems to be very bright indeed as the firms will be able to increase their overall efficiency,
to reduce their operational expenditures, to improve flexibility and augment productivity just with the help of outsourcing.
The number of business-providers in the different fields is opting for outsourcing so as to offer improved and value added
services to their clients.
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27.
28. Living as we do in a radically
changing and competitive
world, with young minds and
startups bringing exceptionally brilliant
ideas and creative solutions to the
table, you have only moments before a
customer loses interest in your
solution. With people always looking
out for differentiators or solutions that
are unusual, it is extremely difficult to
catch the customer’s eye.
With the aim of bringing innovative
and niche solutions to the market,
Citrus Informatics officially started its
operations in January 2010. Being an
information and communication
technology (ICT) company, Citrus
Informatics uses creative thinking
combined with cutting edge
technologies to bring their solutions to
life.
Citrus informatics does not believe in a
one size fits all concept. They believe
that every customer is unique and
every project they undertake is unique.
Each project is seen as a new challenge
where experienced engineers decide on
the best technology to implement a
solution. Every solution is also given a
creative flavor by the “User
Experience” team of Citrus before the
solution is put forward to the
customers. Simply adding flairs do not
bring value to a solution unless it meets
the business objectives of the customer
in terms of time, budget and scope.
Citrus aims at adapting to the changing
customer requirements while providing
high quality, reliable and affordable
solutions that are delivered on time
thereby bringing value to every
solution they deliver.
Staying on top of the latest
technologies has always been a part of
the Citrus culture. This allows them to
harness its power to enable the clients
to seize opportunities and respond to
change with agility.
The company provides IT consultation
and software development services to a
wide variety of clients in Project
management, Healthcare & Fitness,
Logistics, Educational, Non-profit,
Broadcasting, Semiconductor, Device
Integration, Manufacturing, Energy,
Healthcare Networking, Risk
management and Real estate space.
Citrus has a state-of-the-art, and
professionally managed offshore
development facility with nearly 100
engineers. It has an in-depth expertise
in trending technologies extending
from enterprise, desktop, and web to
hybrid and mobile.
The thought leader behind Citrus
Informatics
Founder and CEO of Citrus
Informatics, Sarji R Mohammedali,
has 22 years of diverse experience of
spearheading large IT Divisions
spanning Program & Project
Management, Infrastructure &
Operations Management, People
Management, Research, Product
Development & Engineering,
Technology management, Application
development, Information security and
Quality Management across a broad
spectrum of verticals in the IT industry
in USA and India.
Sarji began his career as a lecturer in
Computer Engineering and moved to
CITRUS INFORMATICS:
Breaking the mould
the IT industry and worked with Avenir
Inc., Atinav LLC and UCI Technology
in India and USA in the capacity of
Senior Vice President – Technology,
Head of Projects & Operations etc.
prior to Citrus Informatics.
Apart from Citrus Informatics (India)
Pvt Ltd, Sarji Mohammedali decisively
serves three different IT companies.
Since 2010, he has been serving
Netspective Communications LLC,
USA as Director of Engineering; since
2009, as Offshore Head of TCTI Inc,
USA; since 2010 as IT Advisory to
RGB Broadcasting Equipments,
Kerala, India.
An Arduous Journey to Success
In 2009, Citrus Informatics began its
life with baby steps. For almost a year,
Sarji worked as the only full time
employee of the company with a few
freelance engineers trying to identify
the right customers. Like all startup
companies, one of the biggest hurdles
Using the power
of creativity and
technology to build
better solutions,
add value and
make life simpler!
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29. that Sarji had to overcome was to gain the trust of
customers. With almost no online reputation, it took a while
for Citrus to catch the customer’s eye.
Sarji always laid importance on delivering high quality
products that required little or no maintenance in the long
run. During the initial days he refused to accept payment
was only accepted from customers until they were totally
satisfied with what was delivered. Once people started
noticing the value that Citrus gave them with their simple
yet robust solutions, there was no turning back. Requests
kept pouring in from customer referrals as well as from
existing customers, with whom, Citrus by then, had
established a deep relationship.
A Qualified Team of Creative Professionals
“No product or service ever leaves Citrus without it being
quality tested for perfection.” - is the motto that the QA
team follows at Citrus.
Every member of Citrus Informatics is chosen by a rigorous
process where they are evaluated in terms of their
professional skill, attitude, drive and creativity. Knowledge
alone is not power. Unless every team member is willing to
use their knowledge to bring notable ideas to their peers and
think innovatively, Citrus Informatics would just be another
startup company. What sets them apart is the process in
which an employee is recruited to Citrus and the
environment where their skills are nurtured to bring the best
out in them.
Every team member is encouraged to contribute confidently
and think differently. They are provided with ample
opportunities to work with the latest technologies and
interact with customers from around the globe. Timelines
are strictly adhered to and the entire development cycle is
made transparent to the customer.
Experienced Service Providers
With expertise in providing solutions for healthcare, cold
chain, logistics, real-estate, nonprofit and e-commerce
domains, Citrus Informatics is familiar with the standards,
protocols and regulations applicable in each of these spaces.
This kind of knowledge cannot be taught but it can only be
learned through practical experience working closely with
people in these spaces, making Citrus Informatics, an even
more valuable organization.
The company provides a wide array of management and
engineering services including IT Consulting, Project
Management, Technology Management, Product
Management & Engineering, Architecture,
Application/Solution Development, Mobile Apps, Database
Design and Administration, Data Analytics, Machine
Learning, Cloud Computing, UX Design, Testing and
Quality Assurance, as well as Digital Marketing.
Their expertise in Application/Web Development using
proprietary as well as open source technologies is
exceptional. Security/Penetration testing and Performance
testing are other services that they can boast of. Citrus
Informatics is proficient in working with multifunctional
and multiple technology solutions and has in-depth
experience in integrating third party APIs, applications,
solutions, services and Social Networking platforms.
In terms of infrastructure management, their expertise with
leading cloud environments is commendable with the
capability and experience to provide services of
Server/Service Optimization, Hardening and Security,
Identity Management, Optimization & Performance Tuning,
Monitoring, Operations Support etc.
Looking back, Citrus Informatics has come a long way
from when it started back in 2010 to a company providing
high value solutions to lots of organizations round the
globe.
www.citrusinformatics.com
Sarji R Mohammedali
CEO
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30. Outsourcing is more a necessity
than a luxury today.
Organizations that get caught
up in doing a lot of activities in-house
are not better off as compared to
companies that outsource their non-
core areas. Also organizations that
keep an open mind in bringing in
functional experts to help streamline
operations, do audits, improve
processes and approach get the benefit
of subject matter experts bringing in
and hand holding internal teams on
best practices. The benefits need to be
measured and be seen as an investment
not a cost.
With over 70 years of extensive
experiences among the founders, CNC
Transcend Management Services
decided to give back on their learnings
and experiences to smaller mid-sized
businesses, family run businesses and
individual entrepreneurs or corporate
leaders who could benefit from their
Mentoring, Coaching or Facilitation
approach.
CNC Transcend Management Services
(CNCTMS) specializes in
CEO/Business Mentoring, Strategy
Development and Execution along
with Leadership Coaching for Growth
Phase companies facing Operational
challenges.
They work closely with CEOs,
Business Owners and their Core teams
to help improve Organizational
Effectiveness and build a Strong
Leadership Pipeline to Secure Growth
and Transcend to the next level.
The Pillars of CNCTMS
A team of successful professionals
with three decades of individual
experience each in Start-ups, Sales,
Marketing, Finance, HR, Large Scale
Projects and Profit Centre
Management. They have come together
to use their combined leadership
expertise and that of their business
associates, to give back to the Industry,
to work closely with CEOs and
Business Leaders, to secure growth
companies and support leaders facing
operational challenges.
CNC stands for the commitment of the
Partners – Cherian and Chari to drive
this venture.
Cherian Kuruvila has specific
leadership expertise of over 30 years in
Sales and Marketing, P&L Operations,
Retail, HR, Large Scale Project
Management and Start-up Operations.
He has worked in sectors like
Consumer Durables, Office
Automation, Telecom, HR Consulting
and the Services industries, including
stints as Executive Director with Modi
Xerox, CEO of Karnataka with Bharti
Airtel - Broadband, SVP with Reliance
Communications, and Director,
Operations with Manpower Inc.
Cherian is a speaker and panel member
at several events organized by Industry
Associations and forums. An avid
CNC Transcend Management Services
Supporting the Growth of Medium and
Large Enterprises and its leaders
blogger, he writes on various topics
that act as guidelines to Entrepreneurs
and Senior professionals. He is an
active Mentor and Coach.
S. A. Chari brings with him the
expertise of over 33 years in
establishing and running Finance,
Commercial and Operational functions
with a strong leadership and structured
process orientation. He has worked in
sectors like Office Automation,
Financial Services and Hospitality, in
companies like Onicra, Xerox, Oberoi
and Diners. This has included stints as
Director – Corp. Accounts and
Marketing Operations, Director –
We have come
together
to use our combined
leadership expertise
and that of our
business associates
to be a Partner in
the Transformation
journey for
entrepreneurs
and leaders
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33. Nowadays, organizations tend to let third-party companies to handle the
operation of their services. With the help of advanced outsourcing services the
organization can achieve great benefits of cost reduction, better quality, and
increases customer loyalty. It plays the important role to gain a competitive advantage
in the marketplace as it helps to produce ‘Low-cost high-quality product’. In the global
business world, it is important to get fresh and innovative global talent, which can be
possible through offshore outsourcing. With the increase in the level of
competition, it is vital to choose right and reliable offshore outsourcing
partner that will help to take advantages of emerging trends in business.
Gain a Competitive Edge in the Market
Outsourcing has become one of the most important and useful approaches to gain
a competitive advantage in the market place. More and more overseas companies
outsourcing various work, that include real estate, logistics, administrations,
human resources, information technology, finance and sales which helps the
companies to apply cost leadership strategy, boost the overall market share and
increases the revenue. Strategic outsourcing provides best quality services and
increases productivity while managing in-house resources intelligently.
Through outsourcing, the organizations can gain a competitive advantage by
offering products and services with low price, high quality, and unique
features.
Lower Cost and Big Savings
Outsourcing is cost effective method widely used in today's world. By outsourcing
hiring to expert will reduce the costs of recruiting, advertising, background checking,
training new employees in-house, and skill testing. The staffing firm will take care of
compliance, payroll, and HR for its workers; will reduce administrative and overhead
costs.
Likely, outsourcing supply chain management to third party logistics provider will
save your cost of inventory, warehousing space, and transportation. Expert
outsourcing partner with the ability to use storage techniques and advanced
transportation planning and tools will help to get expert logistic services with lower
cost. Outsourcing IT (information technology) services will save the cost of IT staff,
infrastructure and other IT investments. It will bring expert knowledge, experience,
and access to new technologies with saving time and money. There are different
sectors where outsourcing services are used to run the business to reduce cost.
Better Investment Opportunities
Through outsourcing, a large proportion of fixed cost converts into a variable
cost that will free capital funds for investment in other core business areas. This
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34. will help the organization to focus on brand building,
investment in research and development which leads to
high value-added services. By outsourcing non-core
activities, the organization can focus on core activities of
the business that facilitates to obtain high productivity,
efficiency and saves the time. Outsourcing can help the
organization to invest their time and money to concentrate
on core business and development.
Outsourcing Provides the Quality Services
To enhance the competitive position in the marketplace,
organizations need to discover the methods to maintain the
high quality of the products and services. With limited
resources, and employees have limited time and expertise
organization cannot provide faster and better service. The
cost of outsourcing the services is lower than the cost of
performing the same work internally and it also helps to
provide efficient and high-quality services as the work is
done by highly experienced and trained experts. This will
produce better services and on time deliveries which leads
to increase customer satisfaction and thus creating a stream
of loyal customers.
Offshore Outsourcing can reduce the Risk
Outsourcing allows sharing any associated risks with
outsourcing partners thus reducing burden. A competent
outsourcing partner helps to reduce the risk involved in
having the same task done in-house by staff that may not be
as skilled in that field. The advantage of outsourcing is that
if a company accidentally faces any problems due to natural
calamities, market fluctuations or crisis then the offshore
outsource partners can still keep working on the
assignments.
Run Business 24 Hours a Day
Offshore outsourcing gives the added advantage of making
full use of your 24 hours a day. Business can still run while
the organization may have closed the operations being in a
different time zone, this work will be going on round the
clock, also beneficial for a week off days. During the
holiday seasons when the workforce is not available, this
problem can be resolved by outsourcing, as workforce will
be available round clock to work.
One of the most obvious reasons to outsource is lower cost,
but it is not only about cost reduction but it also helps to
maintain the efficiency in core operation. To stay
competitive in the marketplace, organizations are using
outsourcing services to make their operations more
affordable. The selection of trusted outsourcing service
provider will help an organization to gain benefits of high-
quality work and low cost at the faster speed which will
lead to increase customer satisfaction and ultimately will
increase the revenue.
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35.
36. If you deprive yourself of
outsourcing and your
competitors do not, you’re
putting yourself out of business.”-
Lee Kuan Yew, Former Prime
Minister of Singapore.
To lead the global IT, BPM & KPM
markets with the focus on successful
business process re-engineering and
management. Consystent Infotech, a
leading IT and Business Process
Outsourcing services company
started in 2004 by three young
professionals for integrating the best
in human resources and technical
expertise to serve global companies
& Indian corporate giants. Today, the
service framework has rapidly
expanded to accommodate 150 full-
time employees and more than 50
consultants - all working towards the
single goal of achieving Business
Success for valued clients across the
USA and Europe.
In today’s world, BPO is all about
operational improvements, quality
enhancements, and cost advantages.
So, Consystent Infotech take the
greatest care to ensure that the
solutions are delivered on time,
within budget, and tailored to
customer requirements while
impeccable quality standards are
maintained and continuous
improvements are targeted to affect
cost savings & sustainable business
growth.
Distinguished Services that make
them Protuberant
Consystent Infotech professionals
assert, “We believe in lifting our
services and surpassing our
capabilities every time our clients
entrust us with mission-critical
projects. We handle changes
proactively and develop skills and
strategies to meet the challenges of a
volatile outsourcing market.”
At Consystent, the team has always
been aware of a gap in the
Outsourcing Industry due to lack of
value addition. As most of the
services offered are provided very
mechanically without much value
ads, Consystent would be keen to fill
that gap. Consystent believes in a
“Value Partner” methodology, which
enables them to grow with their
Clients.
The core structure of Consystent is
designed around the company’s
position as a standard leader is
CONSYSTENT INFOTECH:
Providing Outsourcing Services with Impeccable Quality
providing guidance in outsourcing
services for businesses. The
successful outcome of the services
provided to clients relies heavily on
strategic planning, consistent
monitoring, and quality verification
of the compliance with protocol
requirements.Consystent provides
several services including Software
Development, Back-office and Data
Service, Customer Support Services,
E-Commerce Services, Analytics,
Gaming Support &Testing, Software
Testing and Virtual Staffing.
Not only we
take care of
our Customers
work, we provide
timely and responsive
professional services
and proactively
assist them
in their Business
growth as well.
“
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37. About the Glider of Consystent Infotech
In implementing Total Quality Management across the
organization with overall corporate management and
strategic direction, Adarsh Prasad J V, the President
and CEO of Consystent Infotech has headed the
company, since its inception and taken it to appreciable
heights within a short span. Adarsh has an Engineering
Degree in Computer Science (BE) and MBA (IIM-B)
background and brings more than a decade’s
specialization in the fields of IT and management.
A beginning of the visionary, in the year 2004 he joined
hands with Srinand Kaushik, Founder & Vice-
President and Sunil Kumar, ChiefTechnology Officer to
form a new venture and provide Next-Generation
Outsourced Services for a wide array of industry verticals.
Based on his market insights and consulting expertise,
Adarsh masterminded the success roadmap - so that global
corporations may leverage the competitive advantage of
offshore IT and Business Process Outsourcing (BPO),
enjoy more collaborative relationships, and retain better
controloveroperatingmodelstailor-madefor eachproject.
Benefits and Uniqueness of the Company
As, Quality parameters adds value to the company
through higher efficiency, Consystent Infotech
understands that no two projects are alike and
implements adequate Quality measures to meet their
client’s custom requirements and deliver an unmatched
level of service. Adarsh states, “Quality of service is
what we provide to our clients and clients consider us as
their VALUE-PARTNERS and not a Service Provider.
Not only do we take care of our Customers work, we
provide timely and responsive professional services and
proactively assist them in their Business growth as well.”
Consystent Infotech provides in-depth training and helps
develop new skills - so that the team-members flourish in
a performance-oriented environment and ensure total
client satisfaction. The company nurtures professional
advancement and encourages open communication
between the management and the employees in order to
ensure enthusiastic team-work and great-value
contributions.
Words for Entrepreneur
There are a lot of challenges in the outsourcing industry
right now, however Consystent believes in converting
these challenges into opportunities.
Future Mission of Consystent Infotech
The vision of the organization is to being a data-driven
organization, Consystent Infotech works extensively in
e-commerce segmentand a domain with lots of
opportunities. Consystent Infotech has carved a niche as
a top global outsourcing company under the able
leadership of an experienced management team. Further,
Adarsh adds “Consystent has a huge requirement to
address and is looking to grow at least 100% YOY and
as Digital Marketing which is one of the key strategies
that will help them to achieve that kind of growth.The
company is looking to increase the full-time employee’s
strength to 250 in the upcoming year.”
Adarsh Prasad J V
President &CEO
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38. Customers don’t expect you to be
perfect. They do expect you to
fix things when they go wrong.”
– Donal Porter.
The only constant thing in the world is
change. In this fast paced world, where
anybody hardly gets time to look back,
technology is the fastest changing
thing on this planet. In this age where
one technology invented today
becomes old tomorrow and becomes
endangered to obsolete day-after-
tomorrow, enterprises must innovate
every moment, unless they want to fall
back behind the race. The most crucial
ingredient to prepare the extraordinary
blend of success in the BPO industry is
nothing but sustained innovation and
process innovation.
It seems that technologies like cloud
computing, business analytics
software, social media platforms and
process automation software are being
used within the BPOs to enable
businesses to lower costs and increase
efficiency of work. New technologies
are allowing humans and digital
processes to work smarter together. An
enterprise which is bringing in new
innovation in the industry to lead the
sector and help businesses connect
efficiently all over the world is Eben
Telecom, a Customer Engagement
Services Company that assists brands
in Customer Acquisition, Customer
Transaction Building & Customer
Relationship Management.
An Extraordinary Journey that
Paved the Way to Success
Established in 1995 in Cochin with a
clear concept of Customer Relationship
Management, Eben Telecom Pvt. Ltd.
is an ISO 90001-2008 Certified
Company with the badge of the most
experienced Contact Center Company
in India. With over two decades of
expertise in the business verticals and
specialization in Telecom and Banking
verticals, the company aims to be the
Global Leader in Business Process
Management. Its extraordinary
contribution in the industry has earned
it numerous recognitions through its
Contact Centers, Database
Management Services, Fulfillment
Services, and Telecom VAS
Operations.
Being a pioneer in the industry, Eben
Telecom serves its customers with a
focus on providing value, combined
with high levels of service, quality and
integrity that are managed by a highly
skilled team of professionals with vast
experiences in each of its service
offering, thereby providing its
customers to be ahead of their
competitors. The company is also
known as the trailblazers in innovative
Mobile messaging & Mobile
convergence solutions and have their
Global support & technical center in
India, with a strong focus on customer
requirements.
Eben Telecom
Connecting Businesses Globally
With an overall client base of 12000+
customers and 200+ resellers across
the globe and with global footprint
with multiple direct and aggregator
connectives with various operators, the
company has employee strength of
750+ team members, spread across
various locations. On the larger scale,
the company has full-fledged
operations in India, Sri Lanka,
Malaysia, UAE and the USA.
Dedication and Innovation is what
makes an Enterprise Extraordinary
Dedicated to provide truly valuable
services in BPO and CRM industry,
Eben Telecom follows a proven result-
Eben can aid
businesses
by managing
inbound
promotional
calls that help in
the customer
life cycle
management of
any organization
“
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39. oriented process with guaranteed value for money. The
prime consideration of the company is to improve customer
experience, simplify business processes, increase
productivity and create a positive revenue impact. Though
Voice and Non-Voice Center Operations form the prime
services of the company, Eben Telecom provides other wide
range of technology solutions and services to help
organizations enhance Revenue, Employee Productivity and
Customer Satisfaction.
UnifiedBuzz is a flagship product of Eben Telecom that
unifies the power of all communication solutions under a
single window. It integrated the power of SMS, Voice,
e-mail, USSD & IVR.
OSBBA, also known as Online SMS Based Bidding
Application, is another flagship product of the company
which combines the power of SMS & internet for all kinds
of material procurements.
UTIS or Unified Tele Infra Solutions is an infra management
engine which integrates to multiple modules and to multiple
solution providers.
Launched in the year 2011, India Tweets helps telecom
customers/subscribers to use the SMS feature on their
handset to tweet on their twitter accounts.
Campaign Manager is a stand-alone Operator application
which integrates the power of SMS & Voice Calls in one
single window and acts an efficient tool for any TELECOM
for running their transactional and promotional campaigns.
!Check is a revolutionary app that can be used by
TELECOS for verifying the customer identity via
SMS/Web Services.
Apart from so many extraordinary services, Eben Telecom
offers numerous other marvelous services, among which
few are ePropmanager, M-Passbook, and Mobility MWare.
These solutions have aided the company to be capable
enough in building CRM Solutions for its clientele in all
verticals especially Telecom, Media and Banking. And, its
diverse range of services has positioned the company as a
solution partner to all its clients, rather than just being a
traditional Contact Center Provider.
About the Pillar of the Company
Sam Thomas, Founder and Managing Director of Eben
Telecom, responsibly sets the strategy and leads the
company in the direction of building and managing a high
performing team of young professionals. Being an
entrepreneur by heart, from the beginning of the
establishment of the company, Sam has been fully
immersed in building Eben Telecom into a very exciting
venture. What makes him a leading entrepreneur of the
industry is his result oriented vision and the ability to
execute work within the limited time frame. As a Strategic
planner and communicator by soul, Sam tactfully splits his
time between spreading the Eben vision as well as fund-
raising, setting up new goals and performing business
development.
Leading the Industry with Innovative Tactics
Eben Technologies is equipped with an expert leadership
team with over a decade of rich experience in each of their
respective verticals. The team is always adapting to new
technologies and ideas to keep aloft at all times and its
exclusive Business Intelligence Team is creating milestones
in the industry. In the near future, the company is about to
bring more innovative products and be the Global Leader in
Business Process Management.
Sam Thomas
Founder & MD
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41. ings Startups Should Bef e
OUTSOURCINGOUTSOURCING
DevelopmentDevelopment
O
utsourcing is a practice that is becoming more and
more popular in the business world these days.
Contracting with an outside company to take care
of certain tasks and processes instead of hiring employee
can help your company grow and save money. When
correctly done it offer a few other advantages as well.
Outsourcing lets you focus on the core activities, it saves
cost and promotes efficiency while keeping the operational
control in your hand. It also offers staffing flexibility and
provides continuity and risk management.
Given all these benefits, outsourcing seems like a daunting
strategy. In addition to giving up some control of your
company’s operations, outsourcing can seem to be a quality
and safety risk as well. But with proper research and
planning, your startup can benefit immensely from
outsourcing minor functions of the business.
What you outsource depends on the nature of your business
and your goals. But you have to approach outsourcing the
right way or risk losing money and even put your business
at risk. The truth is that you can outsource almost every
aspect of your business if you choose, but considering how
vital development is to every startup, you should consider
the following things to know about outsourcing it:
Choosing the Right Work Partner
Creating a brand requires deliberate efforts. One of the most
daring steps involved here is deciding who handles your
development. Which one would be better; agency or
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42. freelancers? Remember that each has their own pros and
cons. Just like hiring a new employee, the provider should
fill the gaps.
Consider Technology Standards
Technology has redefined web and application
development. Thus, when outsourcing, consider the
technology standards that you are utilizing. For instance, if
you are developing a website for your startup, you cannot
hire professionals who do not understand responsive design.
Moreover, if you plan to generate traffic, leads and
customers form search engines, google expects you to make
your web applications mobile friendly. Being able to feature
recent technologies in your development is essential.
Otherwise, your project will be outdated.
Consider Unique Qualities of Your Product
There are some subtle developments that you should never
outsource to a third party. Because if you have a key
component, a key product or service that makes the
company unique, you don’t want other people to steal your
idea. As this is your company’s ‘secret’, trade it with extra
caution. If you truly want to get the task done, consider
hiring an in-house developer to handle it. Even though you
may want to outsource operational products, but when it
comes to creative products like architectural rendering, chip
design programs, don’t reveal the secret.
Include Personalized Communication
Do not outsource if there is no guarantee of a personalized
communication. Because sooner or later you will encounter
technical issues after the task is completed. To guarantee
smooth communication, be aware of the time zone
differences. This will help make you smart decisions about
when to outsource your services and whom to put in charge.
Do Not Ignore Intellectual Property
Some legal jurisdictions have little or no regard for
intellectual property like software. When outsourcing
developments, it is your responsibility to secure your
intellectual property against misuse and theft. Creating
these limitations by drafting contracts and non-disclosure
agreements will prove to be beneficial in the long run.
Get Regular Update
You are in control of your business, so don’t relinquish to a
third part 100 percent control of the company’s
development. That is not ideal. As much as outsourcing is
important, you need to get regular updates to keep up with
the ongoing processes. Also do not be just interested in the
end result; rather get involved in the ongoing developments.
Provide ideas, ask questions and give suggestions.
Get What You Pay For
At any phase in your startup journey, be careful not to think
that getting cheaper services is the best way to go.
Choosing freelancers/companies that have experience,
modern tools and right skills is imperative.
Finally, an effective partnership should feel like a mutual
relationship. The provider should be an extension of your
team. And just like making an addition to your team,
choosing the right outsourcing service needs extensive
research both internally and externally to determine how it
fits into your startup strategy.
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43.
44. There is only one boss, The
Customer. And he can fire
everybody in the company from
the chairman on down, simply by
spending his money somewhere else.” -
Sam Moore Walton, a celebrated
American Businessman.
Currently, the BPO industry holds
immense potential for business
opportunity and is projected to offer
plenty of jobs. The elevation in
automation processes, technology, cost
benefits, along with the increasing
trend on outsourcing back-office
administration, the major entry of
banking into the BPO sector have all
cumulatively impacted in accelerating
the growth and popularity of BPO
services.
In the business sphere where
excellence in execution is the key to
success, TransForm Solution
provides world-class execution by
offering customized services and
exceptional customer engagement
strategies for its global client base.
With more than 500 employees, the
company is constantly striving to learn
more and reach new companies with
its world-class services of offshoring.
TransForm Solution was founded in
the year 2002 with the goal of helping
organizations around the world to
achieve efficiency through Business
Process Outsourcing (BPO). Today,
they have evolved to provide a wide
range of operations and back-office
services to companies across the
Globe. They also operate in diverse
industries such as automotive,
e-commerce, education, insurance,
logistics and real estate. Typically, its
model is to focus on sustaining
long-term strategic relationships with
customers to achieve sustained growth
as a BPO company. It also hinges on
the ability to consistently deliver
competitive business edge to the
customers, utilizing the latest in
technology platforms.
The Visionary Leader behind
TransForm
With vast international business
experience Ashfaq Shiliwala,
Founder&CEO at TransForm
Solution, and a result-oriented
business leader, established the firm
for servicing customers globally. A
mechanical engineer and SAP
consultant by profession, prior to
starting TransForm Solution, he
enjoyed a decade-long career in the
automobile industry.
Innovative Services which Provide
Benefits to the Clients
On the valued core business,
TransForm provides its clients with
TransForm Solution:
Implementing Business Solutions Globally
by Utilizing the Latest Technology Platforms
customized BPO solutions to keep
their business operating efficiently as
well as cost-effectively. It aids the
organizations through their innovative
solutions, combining people, process,
and technology in outsourced delivery
models to create the real business
value. TransForm Solution has even
surpassed global delivery expertise
and infrastructure providing standards
for industries across major business
process areas.
The company delivers their projects in
time and produces high quality
output. It has a well-defined process
and a strong sense of knowledge that
enables them to deliver best practices
with every project execution
TransForm feels
pride in delivering
the highest
quality services
to each and
every customer
“
Companies1
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45. efficiently. Further, to provide services to the clients, the
company pursues a unique delivery approach, which
includes technology innovation, employee development,
program management, and quality management. Recently,
TransForm Solution has helped a leading Australian online
food ordering company to provide 24/7 coverage to all.
Four Strategies Signifying the Strength of
Transformation
The organization focuses on the following four streamers,
and these make them different from their competitors.
High Touch Approach: TransForm’s high touch approach
has resulted in 95% customer retention rate for the
company with more than 600+ customers including several
fortune 500 companies. It focuses on maintaining friendly
relationships with their customers by taking initiatives
which helps them be up-to-date in the field of outsourcing.
Moreover, the organization has ingenious team members
who provide 24/7 support to the customers to ensure
impactful results. The company’s management always
encourages the team members and workers through
advanced strategies, which motivate them towards
delivering efficient work.
Custom Solutions: The organization believes every
customer has their own set of requirements. Along with
integrating the best practices, TransForm Solution also
applies the most advanced technology and tools to
formulate customer solutions. It reduces the risk for
ensuring easy process transitions by offering pilot projects
like POCs and flexible engagement models which fits the
solutions.
Execution Excellence: The organization shows the right
direction towards significant investments in process and
execution systems for its treasured clients. Along with the
world-class infrastructure, the company holds industry
certifications including ISO 9001 for quality management
and ISO 27001 for security.
Location: With presence in Surat - India, the company
delivers best-in-class services which are a long-run
solution for its patrons. Also, the organization ensures a
good, stable flow of human resources, allowing
comfortable scalability for the customers.
The company is focusing on increasing operational
efficiencies, bringing in better quality control and reducing
back-office costs. While discussing the future of the
company, Ashfaq concluded by saying; “We would like to
be the BPO provider of choice for e-commerce, education,
logistics and professional services including legal, real
estate, recruitment companies.
Ashfaq Shiliwala
Founder and CEO
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