The 10 most admired outsourcing companies

™ www.insightssuccess.in March 2018

THE

10 MOST

ADMIRED

OUTSOURCING C O M PA N I E S

TECH-FUTURE

Outsourcing – Your propeller into a tech-enabled future of emerging technologies

COST EFFECTIVNESS Outsourcing: An E icient and Cost-E ective Alternative for the Business World

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Editorial

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lobalization of economies supplemented by technological advances has led 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.

Outsourcing is your Accomplished Solution Provider for all Commercial Difculties

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.

Poulami Das

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Editor-in-Chief Pooja M. Bansal Senior Editor Shraddha Deshpande Managing Editor Poulami Das Co-Editors Shweta Priyadarshini Sachin Bhandare Contributors Upama, Crescent Art & Design Director Amol Kamble Co-designer Savita Pandav Picture Editor Alex Noel Art Editor Mayur Koli Visualiser Sapana Shinde Business Development Manager Akansha Garewal Marketing Manager Dhruv Apte Business Development Executives Rutuja, Ashwini, Meera Research Analyst David Circulation Manager Vivek Database Management Prashant Chevale Technology Consultant Swapnil Patil sales@insightssuccess.com

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C O N T E N T S Art icle s

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Future Concern OutsourcingFueling the Growth of Business Market Future 22

Interview with Insights Success

Cost Effectivness

Outsourcing: An EfďŹ cient and Cost-Effective Alternative for the Business World

Open Mind Services Limited: Introducing an Extensive Innovation in the Arena of Outsourcing

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Tech-Future 16 Outsourcing – Your propeller into a tech-enabled future of emerging technologies

Market Outsourcing

Competitive Advantage through Outsourcing 38

Developing Era Things Startups Should Before Outsourcing Development

Ascent Consulting Services Ubiquitous HR Solutions Partner

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Citrus Informatics Breaking the Mould

CNC Transcend Management Services Supporting the Growth of Medium and Large Enterprises and its leaders

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Consystent Infotech Providing Outsourcing Services with Impeccable Quality

Eben Telecom Connecting Businesses Globally

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TransForm Solution Implementing Business Solutions Globally by Utilizing the Latest Technology Platforms

The

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Companies

Outsourcing:The Modern Buzz of these Days

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utsourcing the internal functions of an organization significantly reduces the costs and also offers multiple 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!

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INTERVIEW WITH INSIGHTS SUCCESS

Naveen Gulati Founder Open Mind Services Limited

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OPEN MIND SERVICES LIMITED: Introducing an Extensive Innovation in the Arena of Outsourcing

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nnovation, new technologies and global competition are the constant driving forces behind growth and expansion in the global 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 hypercompetitive Indian market.

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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 longterm goal inspires us to keep giving our best to achieve client satisfaction.

Fortune, Fortitude and Tenacity. I’m a strong

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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?

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 premisessomething that has the potential to change how the outsourcing industry works in India. Keep watching while we promise you surprising new developments.

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.

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The

1

Most Admired

Companies

Company Name

Management

Brief

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) Sarji R Mohammedali citrusinformatics.com 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

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.

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.

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.

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.

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

Smartshore specializes in Outsourcing Services which includes IT Staffing, IT Application Development IT Infrastructure Management and Knowledge Process Outsourcing.

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.

Gretis India gretisindia.com

New Horizon new-horizon.co.in

FUTURE CONCERN

Fuelin th Growt of Busines Marke Futur “

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

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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

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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

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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.

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TECH-FUTURE

OUTSOURCING – Your propeller into a tech-enabled future of emerging technologies

I

n 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.

Mr. Paramjit Anand Dealing with resource demand – If the company hires senior people, there is an issue with resource utilization. If they hire Executive Director junior people, you can’t be agile to market needs. It is best to carefully identify and scrutinize the software needs and IT Acreaty 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.

Ÿ

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About the Author 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, Articial Intelligence, IoT, BPO and Digital Marketing functions.

Before he established ISHIR in 1999, Rishi worked for Deloitte & Touche in Texas as a Management Consultant.

Rishi Khanna Founder and CEO

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? ™

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The

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Companies

ASCENT CONSULTING SERVICES: Ubiquitous HR Solutions Partner

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anpower 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

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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.

We aim to improve organizational efficiency by building the right mix of skills and knowledge and create incremental change

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

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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, multicurrency 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.

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Subramanyam S Founder & CEO

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

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COST EFFECTIVNESS

Outsourcing An Efficient

& Cost-Effective Alternative for the

Business World B

usiness 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

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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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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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The

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Companies

CITRUS INFORMATICS: Breaking the mould

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iving 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.

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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

Using the power of creativity and technology to build better solutions, add value and make life simpler! 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 | MARCH 2018

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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 ™

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Sarji R Mohammedali CEO

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

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The

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Companies

CNC Transcend Management Services Supporting the Growth of Medium and Large Enterprises and its leaders

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utsourcing 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 noncore 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

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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

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

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 –

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Customer Administration with Xerox India and Executive Director/CEO with Onicra. His last assignment was as Managing Director of Kyocera Document Solutions, India.

S. A. Chari’s key skills for success have been leadership, team building, man-management, relationship-management, and an orientation towards achieving success. His personality is a combination of firmness and a friendly assertiveness.

Exceptional Services Their journey started 8 years ago. Mentoring and Coaching for entrepreneurs was a fairly new concept then. Their role was more to evangelize, innovate and focus on a few clients at a time to dive deep and create a lasting impact.

They also kept evolving every year with new services, new collaborations, new segments, and new activities.

Following are their present services: Business Mentoring: A Business Mentoring approach for 2 X growth involves key internal stakeholders (Senior Leadership Team and next level Core Team) to help set the client’s critical systems in place, to address each of the challenges as captured in the scope of services, such that they work to their satisfaction. Focus is on Execution and driving change and results.

Cherian Kuruvila Partner and professional approach with focus on processes, policies and HR practices needed to sustain growth.

Strategy Consulting: Strategy Consulting for growth phase SME’s focuses on 3 stages – Assessment, Planning, and Execution. CNCTMS Business HealthScan© is an Assessment tool to identify gaps across 7 areas of business and recommend corrective actions.

In addition to improved productivity, better role clarity, Goal and Action orientation, the clients benefit from overall team development, leadership development, and building a leadership pipeline.

Leadership /Executive Coaching: Individual Holistic Coaching for professional and personal growth. Executive Coaching is a confidential, individually tailored, formally defined, one-on-one engagement designed to meet the needs of the executive being coached and of the organization or individual leader or entrepreneur paying for the service.

The diversity of experiences of the founding partners and industries served have helped transform the journey over the years for their clients and leaders even after the active engagement period of around 1 year. Highly focused on execution and change management and hands on involvement has made their services uniquely different than their competitors.

Organisation Development Workshops and Group Coaching: Organization Development Workshops are conducted to expand the effectiveness of the client’s team in order to help them accomplish a fruitful performance. In these workshops, participants understand concepts such as strategic leadership, breakthrough thinking, problem solving and much more.

The clients are benefitted immensely by these services by gaining growth in business, having a partner in the transformation journey, longer term relationship, structure

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Future Roadmap As it enters its 9th year, CNCTMS aims to create more impact, add more collaboration with like-minded facilitators who provide similar or complementary services to the same target market clients and consumers. In addition with the increased use of technology based interventions that allow wider national and global coverage they plan to spread their services across the globe . And add more core services in association with their certified business partners.

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MARKET OUTSOURCING

Competitive Advantage Through OUTSOURCING

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owadays, 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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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

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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 highquality 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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The

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CONSYSTENT INFOTECH: Providing Outsourcing Services with Impeccable Quality “

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f 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 fulltime 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

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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

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.

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.

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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 & VicePresident and Sunil Kumar, Chief Technology 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 control over operating models tailor-made for each project.

Adarsh Prasad J V President &CEO

ensure enthusiastic team-work and great-value contributions.

Benefits and Uniqueness of the Company Words for Entrepreneur 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

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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.”

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The

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Most Admired

Companies

Eben Telecom Connecting Businesses Globally

Eben can aid “

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ustomers 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-aftertomorrow, 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.

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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.

businesses by managing inbound promotional calls that help in the customer life cycle management of any organization 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-

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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 & MD 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 fundraising, 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 and Managing Director of Eben Telecom, responsibly sets the strategy and leads the

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DEVELOPING ERA

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ings Startups Should Bef e

OUTSOURCING

Development 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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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.

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.

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

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The

1

Most Admired

Companies

TransForm Solution: Implementing Business Solutions Globally

by Utilizing the Latest Technology Platforms “

T

here 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

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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 feels pride in delivering the highest quality services to each and every customer

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

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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.

Ashfaq Shiliwala Founder and CEO

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.

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.

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