BNK E Solutions Corporate Presentation

1. BNKe Overview
www.bnke.com
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2. What We Do
Our Focus: Supply Chain Operations What We Do
• Parts : Planning; Dispatch; Returns Provide visibility, information,
• Field Service : Field Dispatch & planning and outsourced
Coordination (including call center); operations support(BPO) to supply
Workforce optimization chain organizations using
technology enabled solutions
• Installed Base Management :
Warranty & Contracts Management;
Remote Surveillance What We Are Not
• Logistics : Supplier, Warehouse, Depot
& Carrier Coordination; Returns • Software company, or
Management; Audit & Reporting. • A general consulting company, or
• Spend Management : Sourcing, • We do not own or operate physical
Procurement back office, Invoice network assets like technicians, trucks
management, Supplier helpdesk or warehouses

3. Business Overview
Global Operations Focused On Service and Logistics
 US (Stamford, Dallas, Denver)
 Operations
 India (Calcutta, Pune)
 Current capacity for 1100 people,
 Processes
building capacity for 1500 more  Technology/Optimization
 State of the art IT / Infrastructure  Thought Leadership
Strong Client Base Expertise
 Industries: Hi-Tech,  Industry practitioners
Auto/Industrial, Aerospace, Energy,  Operations management professionals
3rd Party Service Providers  Data/analytics and technology experts
 Size : Fortune 500 as well as SMEs  Academic Doctorates/Masters Degrees
 Geographies : US, India, UK, with supply chain expertise
Australia  Domain expertise across multiple
processes/industries

4. Enabling Efficiencies Across Service Chain
Customers with
diverse needs
Repair Enterprise
Enterprise
Enterprise
Sales & Field
Parts Brand Service
Suppliers C Owners B Channels A
OEMs
Warranty
Service
Providers
• Enablement of metrics-driven • Service demand forecasting by product • Intelligent “last-mile” service
collaboration between Brand lifecycle (NPI, Sustain and EOL) fulfillment
Owners and Repair Vendors/Parts
• Parts management (NPI, Sustain, EOL) • Service provider discovery,
Suppliers
maintenance and rating
• Inventory optimization
• Service demand & supply
• Installed base/entitlement data
management • Service logistics optimization
maintenance
• Returns and Refurbishment Mgmt
Enabling metrics-driven fulfillment across the service chain

5. Field Service Management
www.bnke.com
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6. Field Operations Support
Work Order Managed Service
Off-Business Hours Work Order Close- Customer
Field Dispatch Field Coordination
Calls Out Satisfaction surveys
 Toll Free Number  Call and Central  Rescheduling,  Close-out Calls /  Custom Survey
 Live Agent Dispatch Center Cancellations, Re- Follow-up  Sampling
 End of Shift Report  Scheduling and Routing  Completion data  Reports / Analysis
 Recording Repository Work order  Time-card and records  Recordings
 Emergency Paging Assignment Progress Tracking
BNKe is BNKe Advantage
• The fail-safe back office engine behind 8.5 • Experienced back office experts
million work order closeouts annually
• Cutting edge technology back bone
• Supporting 10,000 Field Technicians Daily
• The trusted services provider handling 20
• Low cost delivery centers
million calls per year
• 24 / 7 Operation with voice and non-voice • Transactional and variable pricing
capabilities
• Supporting 35 countries and 11 languages • 24/7 global coverage and support

7. Facility Management
www.bnke.com

8. Enabling the entire Request to Pay cycle
– Customer Portal Suite – Customer Invoicing
– Scheduling & Dispatch – Provider Invoicing & Management
– Work Order Management – E – Payment Processing
– Scheduled Work Management – Inventory Management
– SLA Tracking & Alerts – Time & Attendance Management
– Dispatcher Task Tracking – Resource Scorecarding
– Estimate & Quote Management – Budget To Actual Dashboards
– Asset Management – Document Management
– Warranty Tracking – Mapping & GPS
– Punch List and Inspections – Provider Insurance & Doc Tracking
– Work Plan Management – Connected Provider Database
– Approvals & Verifications – Corrigo Knowledgebase
– Satisfaction Surveys – & The Work Order Network
Web Mobile Email Fax IVR Call Center Excel Integrate

9. Global Operation Center

10. Warranty Part Dispatch Process
www.bnke.com
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11. Services Offered
Warranty parts dispatch to B2B customer.
There are 3 broad categories in the dispatch process:
Enrolment Warranty Remittance
and Part Claims
Certification Dispatch

12. Operation Footprint
24x5 web-based coverage
Global Customer Base (North America, Latin America, EMEA,
APAC, Japan
50,000 transactions/week
Support in 12 Languages (English, German, Italian, French,
Spanish, Portuguese, Arabic, Russian,Korean,Chinese
Simplified, Chinese Traditional,Japanese)
Operating in 2 locations (Kolkata & Pune) with over 120 people
Strong Hardware / Technical knowledge-base

13. Value Adds by BNKe
Analysis of Trends for each metric from start of the year
Analysis of all Measurable and Controllable factors.
Analysis of reasons contributing to the key metrics
Suggest a plan to Implement and Control each measurable factor to
improve the metrics.
Monitor and maintain the improved levels.

14. BNK Overview- Logistics
www.bnke.com
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15. Our Take on the Logistics Business Model
Logistics Management Solutions Benefit Customers by:
 Optimizing Transportation Networks
 Providing Cost and Service Advantages
LOGISTICS GROWTH “DRIVERS” LOGISTICS GROWTH “DRAGS”
Value-Added Activities Non Value-Added Activities
 Sales & Marketing  Hours of Track & Trace
 Aggregating Transportation Volume  Chasing & Reconciling PODs /Carrier
 Developing Carrier Capacity Documentation
 Contract Negotiation  Tender Reject Handling
 Optimizing Transportation  Reporting
 Customer On-Boarding  Claims Administration
 I.T. / Systems Integration
 Freight Bill Audit & Payment
 Rate Quote Database Management
BNKe’s unique services allow Companies to efficiently manage Non Value-
added activities and Focus Resources on Driving Growth

16. Logistics Back-Office
Shipment Lifecycle
Order Receipt Load Tendering Dispatch Track & Trace POD
We provide outsourced management of typical loads between $ 5-7 / load,
with a Demonstrated 60-70% Savings Track Record
NO 24 / 7 Optional PLUG n’ PLAY
Upfront Investment Global Support Technology Platform
Additional Logistics Support Services
 Carrier contract and setup  Inbound and Outbound Shipment
 Rate changes and database management coordination
 24/7 customer service and Carrier  Timesheets and other facility management
Relationship management  Reporting and Analytics
 Freight invoice audit and assistance  Escalation and Delivery Change
 Customer billing and collections Management

17. Case Study – End to End Shipment Management
A leading transportation management Logistics outsourced its back office support
services including: load booking & tendering, track & trace activities, and order to
cash cycles to BNKe.
Logistics Growth ‘Drags’ BNKe Solution
 Back office Management of 90,000 loads Cost Savings
per month  20% savings – cost/delivered shipment
 Coordination with 16,000+ carriers  15 days saved – POD time
 Rising cost/delivered shipment  35% savings – personnel costs
 High DSO - Receivables outstanding  40% savings – reduced aging invoices
 Overdue carrier payments Increased Efficiencies
 On time pick ups and deliveries on the  Increased client’s customer base through
decline (service failure) referrals
 Improved productivity
 Setup After Hours team to handle
emergency situations
Strengthened by its BNKe Support Operations, Client Revenues have
Increased 400% in 3 years

18. BNKe’s Procurement Solution Approach
Enterprise Spend Management
Visibility Sourcing Procurement
Supplier
Management
• Identify opportunities • Achieve sustainable sourcing • Drive policy compliance • Manage global
and prioritize spend savings and competencies and realize savings supplier base and
management actions • Attain global contract visibility • Automate Document performance
• Monitor Performance and enable contract compliance Exchange
& Compliance • Automate invoice
processing and achieve
invoice compliance
Consistent Processes + World Class Ariba Technology Backbone + 24/7 Service Center
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19. BNKe offers Ariba Supplier Network (ASN)
Ariba Supplier Network (Ariba SN) Over 300000 suppliers
New supplier every 15 minutes
Overview
• Registration • 7 years of continuous improvement
• Searchable business profiles • >2.8 million monthly documents
• Transaction doc preferences • >$130 Billion in annual commerce
• Transaction management • >85 million catalog items
• Supports general information • Transactions in 80 currencies
• Supports customer specifics • 99.5 % up time
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20. BNKe : Single window to all participants
Supplier Supplier Supplier
Customer Helpdesk (CHD) Supplier
•Supplier Recruitment
Supplier
•Catalogue Maintenance
•Contracts Management
•P2P Tracking
Supplier
•Procurement Analytics
Supplier
Customer Helpdesk Supplier Helpdesk
BNKe BPO Supplier Helpdesk (SHD)
Catalogue BNKe BPO
Platform •Supplier Training
Orders
Payments •PO
• Delivery
Client Users
•Invoice
•Payment
Supplier
Supplier Supplier Supplier
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21. Transition Methodology
Strategic Solution
Assessment Knowledge Transfer Operations
Identification
Tollgate 3
Tollgate 4
Tollgate 2
Tollgate 1
Knowledge
Opportunity Process Service Transition Transfer Steady-State
Pilot
Identification Understanding Agreement Set-up And Operation
Training
2 weeks 3 weeks 2-4 weeks Ongoing
• Identify benefits to customer • Create Process Maps, Training • Pilot operations with small
• Understand current process Material scope
• Propose solution • Complete training of agents
• Finalize Services Agreement • Assess failure modes and • Start full scale operations
ways to handle them

22. Talent Acquisition

23. Hiring Process
Receipt of Manpower requisition from
Analysis of Positions and Requirements
Operations
Internal Database Placement Consultants
Sourcing Strategy – Generate Candidates
Referrals Walk Ins Rejoinees
Competency Mapping Pre Screening (Phone/Web/CVs)
Short listing
Testing and Evaluation Telephonic Interview Group Discussion
Written Test Personal Interview
Short listing of Candidates
Post Evaluation Feedback from
Pre Joining formalities Stakeholders(Operations, Training, IT etc)
& Background check
process
Joining
Induction Annual Interview Conversion Percentage ( Sep
Process 09 - Aug 10)
Channel Conversion
Alumni Management
 Database of old employees with reasons for leaving & skills Walk In's 9.00%
set maintained actively
 Periodic communication with alumni to assess change Referral 15.33%
in personal/professional status
 E-mail communication / News letter circulated to alumni to Consultants 10.55%
keep them updated with business growth and happenings in Rejoinees 136.96%
BNK;
 Alumni invited to the annual BNK get-together Advertisement 100.00%

24. Retention
Stimulating
Work
Fun @ Work Retention Leadership
Recognition &
Reward

25. Training Process
Training Need Training Training Delivery Training
Analysis Objectives Evaluation
• Understand • Set goals • Training • Measure
training Techniques learning &
requirements results
New Hire Training
Importance & Success of Written Assessment
BPO Industry Classroom Session /
Voice & Data BPO
Overview Interactive sessions
Industry
Transition to
Group Discussions / Operations : 95% &
Cross Cultural Understanding western above Inducted to
Lectures / Culture
Orientation culture the Process
Quiz
Service & Service Orientation to Activities / Real life cases Retraining : 85-
Customer US/UK/ Australian & stimulation exercise/ 94.99%
Satisfaction Customer Role Plays
Below 85% -
American/English accent Audio Video / Accent
Voice & Accent Referred to HRD for
recognition & Regional Training CD’s / Voice
termination
accent reduction Recording & Reviews

26. BNKe Overview – AUSTRALIA,UK,CANADA
& INDIA
www.bnke.com

27. BNKe Experience apart from the US
UK AUSTRALIA CANADA INDIA
TELECOM UTILITIES EDUCATIONAL LOGISTICS
PROGRAMMES
OUTBOUND
NGO
DATA
SURVEYS SURVEYS COLLECTION
VALIDATION
CENTRE
UTILITIES TELECOM SOFTWARE
INBOUND
AND
OUTBOUND
TIMESHARE
AUTOMOBILES
CHAT
SERVICES

28. Services Provided – SUMMARY
B2B and B2C Outbound
• Tele persuasion services
Surveys
• Customer Satisfaction, Lifestyle and Opinion Polls
Lead Generation
• Data Validation, Appending and Appointment Fixing
Up selling
• Value Added Services and Plan Change
Billing and Collections
• Billing Disputes, Payments and soft collection calls to defaulters
Channel Support
• In conjunction with outlets to set up new contracts
Post Sales Services
• Quick turnaround of the Verification process resulting on faster activation of account
Customer Care
• Manage Queries and Complaints, Service change Requests, Delivery enquiries, Billing related
concerns ,SIM card concerns, Broadband and Network related issues
Customer Retention and Contract Renewal
• Managing customers who want to cancel existing contracts and renewal of contracts of
existing customers

29. Quality Overview
www.bnke.com

30. Quality Assurance – What we do ?
• Identification of business processes
IMPLEMENT
that fail to meet the targets and
users expectations and analyze the • Frequent monitoring & counseling
reason thereof • The benchmark set for internal
quality SLA is always more than of the CCEs helps to control
• Identification of opportunities for specified client SLA individual and process
CCEs to improve their performance performance
including specific training needs
IDENTIFICATION CONTROL

31. Quality Assurance – How we do it ?
Monitoring
TNA
QA ACTIVITIES
QA REPORTS
QA GOALS
Individual
Evaluation
Improvement
Quality Scores
Process
Feedback
Improvement
Agent / Process
Trend Analysis
Coaching
Live
Recorded

32. Staffing Analysis
Audit Functions
80
Focus Areas
• Error Rate 60
• Work Order
40
Breakage
20
Client
0
Incorrect M/S Usage ODU Usage Incorrect Service Call
Notation Action Req Code
25.00%
21.00%
20.00%
Immediate Reduction in Error
%
15.00%
AUDIT PROCESS 10.00%
7.00%
5.00%
3.00%
0.75% 0.20%
0.00%
Initially After a 6 Months A Year Currently
Month

33. Training Overview
www.bnke.com

34. Training Types
New Hire Process OJT Refresher
Client
BPO Industry Monitor &
Industry Buddying Review TNA
Overview
Overview
Product /
Mock Identify
Soft Skills Process Shortcomings ADDRESS
Sessions
Training
Voice & Content
Customization DELIVERY
Accent
Training
Cross Culture Delivery EVALUATION
Only after successful
completion of the OJT and TRAINING EFFECTIVENESS
clearing the written Evaluation
EVALUATION
assessment a new hire is
sent LIVE on calls.
A Build vs Buy decision is EVALUATION
Survey Did trainees like it ?
made before hiring the new
manpower. Assessment Did trainees Learn ?
Transfer Are they using it ?
Impact Did it matter ?

35. BNKe Technology Overview
www.bnke.com
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36. Connectivity: International Voice Traffic
FLAG
KOLKATA
MUMBAI
CHENNAI
(NODE For SIFY
NETWORK)
SAFE
Multiple Connectivity Total Capacity ~ 500 Technology: PCM/TDM
Options Voice Channels with G.729
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37. Multiple Connectivity For International Voice Traffic
INDIA-End
MPLS
US (Transport Layer – SIFY Backbone)
Provider US GATEWAY INDIA GATEWAY
BNK e- Operations Center
GRE Tunnel
(Transport Layer - www)
MANAGED VoIP GATEWAY MANAGED VoIP GATEWAY
•Ring Architecture
•TDM Compatible Voice Quality
•End-to-End Fiber Optic
•Redundancy on International Segment
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38. MPLS Redundancy Between NOVATEL(US) & BNKe
NOVATEL-US Normal Path BNK-INDIA - Operations Center
SIFY-MPLS
Backbone
CISCO-2800
TDM E1
Connections
To End -
MANAGED VoIP GATEWAY
Telecom
Equipments
Backup Path
GRE Tunnel
Over
Public Internet
Cloud
CISCO-3600
(Backup)
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39. The Voice Platforms
Nortel Meridian 61C PBX
E1 s
To Global TouchStar
PSTN
Networks
GATEWAY
Equipments
E1 s
Avaya S8400 Media Server
E1 s
Avaya ProLogix PBX Avaya MOSAIX PDS
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40. Redundancy: DIALER / PBX Level
BNK-I: INFINITY 4TH FLOOR BNK-INX: INFINITY 10TH FLOOR
INFINITY
NORTEL 61C PBX AVAYA ProLogix PBX
Inter-PBX
Primary Agent TIE Primary Agent
Connection Connection Connection
From NORTEL PBX From AVAYA PBX
Backup Agent Connection
Backup Agent Connection From BNK-I NORTEL PBX
From BNK-INX AVAYA PBX
Inter-Site Dialer Inter-Site Dialer
Connection Connection
Inter-Site BNK-2: WEBEL
Private Fiber
Connection WEBEL HOUSE
AVAYA MOSAIX DIALER
AVAYA PDS DIALER
NORTEL 61C PBX AVAYA S8400
TOUCHSTAR DIALER
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41. Inbound Call Routing
INBOUND CALL CONNECTED TO
(CLI, DNIS) AGENT EXTN
IVR PROMPT - CALL QUEUED -
MENU CHOICE ACD ROUTING
SKILLSET / HUNT
GROUP LOOK UP
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42. Outbound Call Routing
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43. Information-System Security
Over Internet Through VPN – CISCO, NORTEL CONTIVITY, Router and Firewall Based
Security Measures - ID and IP Authentication, Encryption
Internet Access Restrictions
Other Information Security Measures
• Firewalls – CISCO PIX and D-LINK DFL
• IDS and IPS
• Proxy Servers and Content Filters
• Penetration Tests for checking vulnerability to threats
• Hardening of critical servers
• Symantec Endpoint Protection – Antivirus and Threat Protection
• Structured password and OS, software upgrade policy
• Windows Firewall, Auto-Update enabled on all Workstations
• Physical Security – Access Control for Server Rooms and Op Floors