LDL_Walmart

Introduction to Lotus Digitech Ltd. : 

Introduction to Lotus Digitech Ltd. For Wal-Mart Process Hard Problems….Soft Solutions..

Introduction : 

Introduction Lotus Digitech Limited was founded by highly experienced IT Professionals in 1998 at Hyderabad, a hi-tech city well connected within India and with the rest of the World and caters to diverse requirements of all categories of clients in software development and provides solutions to meet their needs for State of the Art Industry-specific IT Solutions. Value added Business Process Outsourcing Solutions and high-tech-end knowledge workers across a range of industrial segments. 2

AIM & Vision : 

AIM & Vision Our Aim : Is to provide high quality, customized, value added IT solutions to enhance the pace, performance and productivity of all. We extended our operations in Houston, Texas, USA, Bangalore and Dehradun in India and one more European branch will be opened shortly in London, UK in the name of Lotus Digitech (UK) Limited. Our Vision : Is to explore new frontiers and evolve as a significant software solution provider with due recognition as a quality conscious technology driven company of high discipline and integrity. 3

Management : 

Management Dr V B Rao Dasari – Managing Director. Experienced with more than 25 years of time tested experience in the field of  Information Technology in various fields. Earlier he worked in key posts in INCOR, Andhra University, Waltair, A.P., NRSA, Microsoft, Microsystems R & D India Pvt. Limited and Kanika Overseas Ltd.  P. Uma Devi: Executive Director Completed his Education M.Sc. from Kakatiya University, M.Phil from Osmania University and L.LB from Nagpur University and GIS training from NRSA. Bernadine K Alia: Director. Head of the operations for Lotus Digitech Ltd., USA branch. Shyam Sunder Rao Vardha – Director. Around 15+ years of IT experience in a technical and managerial roles. Amarender P Singh: Director. Post Graduate from Delhi University, Leader of Students Union in Delhi University, He worked for various posts in Ministry of Human Resources. 4

Executives : 

Executives Peter Whittemore: Director (USA) and Business associate for Lotus Digitech Limited, Houston, Texas, USA. Post graduate in IT and worked in Halliburton and NASA. Ajay Agarwal - Project & Business Development Director (India). He has done his graduation in B.Com. He is having 24 Yrs or work experience in various domains. He specializes in MIS atomization, Lead & Dialer Analysis & Management. Call Centre Operations & Technical, Supply Chain Management, Marketing & Sales, Software Architecture, Back Office Processing, Networking management & Turnkey Solutions for Call Centers. 5

Sector’s : 

Sector’s Software: We are into development of New software’s based on the requirement of the Client. We use the platform of Asp.Net & Java. We have also worked on the implementation of SAP. BPO : We have successfully run few Outbound Campaigns in the past. Presently we have many other processes on Inbound front in pipeline for the year 2009. Social : We are socially supporting the development of the Orphanage Children, Widow Women’s and People living with HIV/AIDS. All the profits from this BPO industry is utilizing for NGO trust for Children & Women and eradication of AIDS. 6

Integration : 

Integration Software + BPO will integrate even more closely The integration of software and business process outsourcing has been underway for a while now, as customers are moving from piecemeal contracts to transferring ownership of entire processes to their vendor "partners". This presents a large opportunity for IT vendors, some of whom have already integrated their BPO and IT arms and also started knowledge services/ analytics practices. We expect vendors to further articulate and implement software + BPO integration strategies in 2008. A key ingredient of the "integrated" offering will be the creation of platforms, especially for back-office and transaction processing services. Platform BPO will allow vendors to de-line arise growth through large-scale productivity payoffs and pay-per-use revenue models. Acquisitions of companies with proprietary platforms will also pick up, although acquiring cannot help vendors do away with investments in capabilities for customization and backward integration. 7

Infrastructure : 

Infrastructure We are located in a 7,500 sq. ft facility in a prime commercial complex and in close proximity to Hyderabad Airport and Railway Station. Software: We have an excellent infrastructure and experienced staff to fulfill our clients' needs. The Company is well equipped with more than 100 Intel Pentium IV workstations with latest software, more than 150 experienced IT Professionals, 100 experienced Call center Executives, 50 other professionals, VoIP server, Data Server, High Bandwidth dedicated internet connectivity, UPS and stand by power generators. Certification: An ISO 9001:2000 certified company and registered with STPI, Square Trade, VeriSign and etc. 8

Clients : 

Clients 9

Major Products : 

Major Products Multimedia Streaming University Management / Library Management Panchanga/Almanc (In-house Project) Lotus Horoscope (In-house Project) Payroll System Hospital Management System Human Resources Management Online Course Delivery Long Distance Calling Cards (In-house Project) 10

BPO : 

BPO Lotus is a global Business Process Outsourcing (B. P. O.) company with proven expertise in delivering substantial bottom-line impact to its clients through its well trained and highly qualified professionals located at its client service offshore delivery center in Hyderabad. We, introduce ourselves as an International Contact Center focusing primarily on providing World Class Services to trans-national clients. We have state-of-the-art infrastructure and world-class facilities. We also have a well-trained workforce in different verticals, giving us an edge over our competitors. Our strength lies in our business processes supported by the appropriate technology and manpower. In the area of human resources, our young and enthusiastic team, who are focused and professional, is our core strength. We also have a strong team of consultants, with more than 25 years of experience, guiding us in critical areas. Contd…. 11

BPO Contd.. : 

BPO Contd.. Our clients have been looking at Lotus to handle everything from Marketing Analytics and Sales to Recruiting as a part of their drive to outsource, and in doing so optimize use of existing internal resources. Not only is this a cost-efficient solution for our clients, but also opens up the window of opportunity to break into new international & domestic markets Lotus believes that the key to successful service delivery is to understand our customer, our customer's business and their requirements to begin with. Our engagement starts by understanding your business and helping you identify the Candidate process for outsourcing. Post this stage, we determine the "solution" or the best possible way this process can be implemented off-shore. Our technology lineage gives us the platform to not only present the best way the work can be done by BPO partners but the extent of automation that can be done using technology. Contd…. 12

BPO Contd.. : 

BPO Contd.. BPO & Contact Canter Service is focused on leveraging India's advantage as the world's premier location for high quality yet cost effective offshore services to bring a whole host of outsourcing solutions to international clients. Lotus Digitech Ltd. BPO & Contact Service cater services include 24/7/365 customer service, order taking, catalogue sales, live chat, email response, and more! Each solution is customized to fit our client’s specific outsourcing project so you can drive more sales, increase average order sizes, and enhance their profits. Lotus is focused on leveraging India's advantage as the world's premier location for high quality yet cost effective offshore services to bring a whole host of outsourcing solutions to international clients. Having gained extensive knowledge about the client and his products, the Lotus build exhaustive knowledge bases and response templates. Every little aspect of the clients' interest in made note off and changes taken care of. This enables the Lotus to effectively respond to the query mails of the customers and provides for better customer satisfaction. The services provide a consistent means of handling the customer and prospect web requests. Contd…. 13

Core Competencies : 

Core Competencies The Lotus provide help desk support services with immense ease owing to the use of powerful call scripting system. The customer concerns are managed and queries handled through multiple channels including voice, e-mail and chat on a 24/7 basis. The numerous calls that customers make can be: To check on their order status To check for information on products and services To verify their account status Excellent customer service serves as a significant factor for the success of any organization. Combining the scripted call management system with its back-end delivery and enterprise-level reporting systems, the Lotus can handle complex requests easily and effectively. The skilled team of professionals who work on latest technology are thoroughly trained to be always helpful and responsive to the customers' needs. These Customer Service Representatives (CSR's) are confident & communicative, carefully selected and trained to provide assistance with all customer service needs. The 24/7 Lotus provide full capacity customer service and generate higher customer satisfaction with improved loyalty. These Lotus tailor their programs to meet the precise specifications of all kinds of customers. Aided by sophisticated software, the CSR's guide the customers through each inquiry with utmost concern. Even in cases where further investigation is needed, they ensure that no problem is left unattended. 14

Technology Details for the Process : 

Technology Details for the Process We have a class-5 Nortel Switch connected to USA-PSTN via multiple T1-pri’s We have a Veraz-switch as a gateway device Further we have a Global MPLS backbone which has Cisco GSR /juniper M40 routers deployed, this carries VoIP traffic. Virtual Private Network: This feature enables setting up of  interconnectivity between JV Partners located in different places with all possible security features. This feature can facilitate the need of sharing data or software or even establish a one-to-one communication link between all. Solution Highlights Tata Communication will provide ITFS at U.S End The ITFS Number will be mapped on Tata Communication Switch in U.S Tata Communication will carry this call on MPLS Backbone to India This call will terminate on Tata Communications will provide Online reports by provInstaCC Platform in Vashi. Based on the Skill based routing the call will be routed to various Centers across India. Tata Communication idling a URL with username & Password Tata Communication will be End to End responsible for the Offered Solution. 15

Network Diagram : 

Network Diagram 16 Lotus Digitech Pune Controlling & Monitoring Lotus Digitech Hyderabad

Methodology : 

Methodology The tough competition in today's businesses have given rise to the utmost significance of customer support. Catering to customer complaints and queries are one aspect of customer support, but it is also necessary to focus on the technical problems that may arise concerning the products or services. Technical support thus, comes in not just to provide excellence in customer care, but to help the clients reduce their operating costs, improve customer satisfaction. Technical support requires a professional team to work round the clock in delivering higher value to customers. The state-of-the-art technologies and systems integrate the latest CRM technologies and processes to deliver industry leading technical support expertise to the customers. The technical support teams works to assist the customers experiencing technical difficulties and increase the use and comfort with the clients' products and services. The customized technical support services solve the clients' customer care challenges. The Lotus offer solutions that integrate 24-7, personalized technical support services with advanced technologies for knowledge management and automated support. Providing friendly, courteous customer service is a key factor for any business. Lotus specialize in providing friendly, helpful and courteous telephone service to generate profits. 17

Manpower : 

Manpower In total for 350 seats, for 24/7 x 365 days working we have approximately 1200 CSR’s working with our Joint Venture Partners. They have also hired the best experienced candidates from the Industry for the middle management such as Human Resources, Training, Operations, Quality, Technical & Management Information System working as per the requirement of the Process. Lotus also has hired the most efficient experienced people for Training, Operations, Quality, Technical & Management Information System to support the JV Partners in execution of the process. Altogether accounting we have approximately 1500+ people been employed for the execution of the Process. 18

Advantages of Lotus : 

Advantages of Lotus Leveraging Lotus transition experience:  Lotus BPO has customized its proven knowledge transition processes/quality methodology to transition work from offshore locations in to its delivery centers ensuring risk mitigated, quick and cost effective transitions. Integrated service provider: Lotus is one of the leading vendors providing Operations, Technology & Infrastructure integrated services. End-to-End service capability: Lotus has in-depth experience and knowledge in addressing the existing and emerging outsourcing requirements of clients from varied industry segments. Support Team. Lotus has two layers of support team with experienced staff. 1st layer is based in Pune to Monitor, Control, Analyze & Help the Centre’s and co-ordinate on the Processes on day-to-day working. 2nd layer based in Hyderabad to Monitor, Control, Report, Analyze & Audit the proceedings of the Processes. Joint-Venture: Lotus has a joint-venture tie-up with various Call Centre’s across India for execution of its Inbound processes from US & UK. 19

Support Centre : 

Support Centre Lotus has setup a Support Centre to support the BPO Process from Wal-mart for Complete 24/7 Controlling, Monitoring & Reporting Purpose. Complete 24/7 Operational Support. Complete 24/7 Quality Check. Complete routine training needs of the Centre’s. Supports Disaster Management Efficient and effective utilization of resources Manpower Management Helps During Site Outages Business Continuity Plan 20

BPO Joint-Venture Partners : 

BPO Joint-Venture Partners Perennial Designs – Chandigarh – 50 Seats S B Zygosis IT Services Pvt. Ltd. – Pune – 50 Seats Zoom Developers Pvt. Ltd. – Indore – 50 Seats Silicon Mountains (India) Ltd. – Pune – 100 Seats Irus InfoTech Pvt. Ltd. – Hyderabad – 50 Seats Arunaansh InfoTech Pvt. Ltd. - Chennai – 50 Seats 21

Non-Government Organization with Business : 

Non-Government Organization with Business All the profits from this BPO industry is utilizing for NGO trust for Children & Women and eradication of HIV / AIDS. NGOs do not have a single type of relationship with business. Some NGOs have very close ties to business or have been specially created by companies or business associations. Other NGOs have mixed attitudes, partly critical, partly not. While still other NGOs tend to systematically differ from business firms in their views of the world and their sense of international priorities. Big companies increasingly seek to have “dialogue” with critical NGOs and to co-opt them through grants, “partnerships,” “multi-stakeholder dialogues and other means. While leading public relations firms pioneer ever-new forms of “proactive” business policies towards NGOs, global justice movement NGOs pioneer ever-new forms of criticism and public accountability for private firms. 22

NGO - Children & Women : 

NGO - Children & Women Children: “Our mission is to primarily support the education of underprivileged children. We believe that every child across the world should have equal and fair opportunities to choose their own destiny and build a better future for themselves and mankind.” Without education we cannot create the knowledge and awareness that is needed for a social change. That is why we have decided to start with supporting as many underprivileged children in India as we can by sending them to school by member sponsorships. by training children in vocational skills. by conducting health camps. by providing funding to orphanages and charity programs. Widow Women’s : A widows' home better ministers to the women's needs. The place will serve as a worship center, as well as a shelter to rescue widow and orphans. At this prototype home, widows are taught ways to support themselves financially through vocational training. Our Volunteers distribute clothing and food to the poorest widows, visit the sick and provide the needed medical treatments. 23

NGO – HIV / AIDS : 

NGO – HIV / AIDS HIV / AIDS : Non-profit organization representing the needs of people living with HIV / AIDS. To work for the dignity and development and strengthen the marginalized section and eradication of HIV / AIDS. The main activities include: IEC and awareness campaigns; Provision of voluntary testing and counseling services; Safety of Blood and Blood products for transfusion; and Prevention of occupational exposure 24

Contact : 

Contact Lotus India 2-12-66/2 Nehru Nagar, West Marredpally, Secunderabad 500 026, A.P., INDIA. PH: +91-40-27712111 / 27802111 / 21561111 / +91-9848145100 FAX:+91-40-30482111 / +91-0-9704573111 Data#: +91-0-9704574111e-Mail: lotus4india@lotusdigitech.com Lotus USA 9894,Bissonnet, Houston, Texas-77036, USA. +1-281-201-6202, e-Mail: lotus4usa@lotusdigitech.com URL: http://www.lotusdigitech.net http://www.lotusdigitech.com 25

Slide 26: 

Thank You 26