Chapter-3

Product / Service Profile

HCL Products Group sells a range of fantastic ERP add-on products and solutions that provide
industry-specific enhancements to SAP, Oracle and Microsoft Business Solutions to improve
user productivity and replace expensive interfaces or enhancements built by customers. As
winners of many awards including the SAP Pinnacle co-innovation award in 2009, we are a
valued ERP software partner, complementing our global SAP services partnership status and
more than 2000 successfully delivered ERP transformation programs. HCL products provide
industry-specific solutions for companies using SAP, Oracle or Microsoft ERP systems that are
easy to use and deploy. These solutions often meet requirements not addressed out of the box by
the major ERP vendors, or they improve on the ERP offerings by enhancing usability,
acceptance, and lowering cost of ownership. Our add-on products make ERP offerings more
competitive with best of breed offerings, allowing our customers to benefit from the
integration and scalability of major ERP systems with the usability of smaller industry specific or
niche offerings. HCL products are built using the ERP vendor technology, such as SAP
NetWeaver/Sybase or Microsoft Dynamics XRM. Coupled with the extensive experience of our
architects from around 2000 ERP implementations, integration to the ERP platform and mobility
using a variety of devices is designed into the foundation of our products, not added on as an
after-thought. Many of our key products are also designed for implementation not just by HCL,
but by certified partners. For example we have several certified implementation partners for
iMRO. This is because HCL Products Group is a separate business unit within HCL which itself
is a subsidiary of HCL Technologies, targeting a greater ERP ecosystem market share for our
products than we can achieve as a systems integrator. This is a similar model to the ERP
vendors.

ENTERPRISE APPLICATION MANAGEMENT SERVICES:

The trade-off now is between operational excellence and continuous improvements versus cost
management. The expectations from SAP Application Management and Support (AMS) services
are thus spreading beyond the normal Cost Reduction and increasingly focusing on Value
Centricity. HCL has been providing Enterprise Application Management and Support (AMS)
services to customers across the globe for over 15 years. We offer a mature SAP Application
Management Service model where across the application lifecycle right from transition to
steady state we deliver continuous business improvements, by leveraging innovative
offerings, tools, methodologies and industrys most SAP experienced resources. Through our
business value driven approach to Application Management Service, we are able to deliver
Business Agility, Business Velocity and Business Visibility, thus assuring continual
delivery of measurable business value that typically far exceeds the investments made by the
customers.

Enterprise Application Management and Support (AMS) Service Offerings

Enterprise Application Support and Maintenance

Enterprise Application Development

Bundled Infrastructure and Application Support offerings

Managed Services

Instance Consolidation

24x7 Service Desk

Technical Operations

Factory Shared Services

Application Portfolio Optimization

Value Proposition

End-to-end application lifecycle capabilities

Managed services delivery through our mature MaSCoT (Managed Application Services
and Continuous Improvement) framework

Risk free transition through our proven ASSeT methodology

Bundled offerings covering applications, infrastructure and BPO services

Integrated service delivery framework provides leveraged cost reduction across applications
and infrastructure support

BAIT (Business Aligned IT) framework aligns application and infrastructure to business
processes to deliver higher business value

Business outcome driven contractual models

ITIL / ISO 20000 compliant processes and delivery approach

Proven toolset drive delivery efficiencies across an application lifecycle

Tools like Value Portal help drive additional value from SAP through innovative solutions

Deep industry knowledge and expertise with services tailored to specific industry
requirements

Flexible and transparent engagement models

Distributed delivery and near shore capabilities

Multi-lingual service provision across geographies

Application Support and Maintenance Center of Excellence (CoE) to deliver best practices
and continuous improvement

Industrialized delivery models to deliver higher efficiencies at lower cost

Co-investing with customers to remove financial barriers for the adoption of disruptive
technologies.

BUSINESS TRANSFORMATION SERVICES

In the competitive market place, organizations are struggling to align their business processes,
technology and organization structures to their strategic goal. Globalization, Mergers &
Acquisitions and compliance to regulatory requirements have made the eco system complex and
enterprises need solutions to integrate their business processes and benchmark them with the
Industrys best processes in order to deliver higher value to the stake holders.
HCL BTS is a Thinking Partner for the customer, which provides Business Transformation
Services based on value driven engagement models.

HCL consulting practice has evolved into a mature practice with proven capabilities to transform
the clients organization. Our clientele includes leading telecom service provider, global banking
and financial group, leading education and publishing department of a leading university, leading
Asian passenger automotive distributor worlds largest industrial gases company, one of the
largest petroleum refining companies in the world to mention a few.
Business transformation services offers to address business issues of the organizations by
seamlessly integrating business process across the organization and in defining implementation
road map for assured returns.
BTS consultants have immense experience across industry and business processes and have been
acknowledged by various clients for their significant contribution in improving operational and
financial performance.
Value to Customers
We offer a wide spectrum of business advisory services that help customers in:

Achieving specific business goals

Achieving operational excellence

Improving intimacy with their customers

Reducing IT intensity (IT Spend to Revenue ratio)

CUSTOMER RELATIONSHIP MANAGEMENT (CRM)

Customer Relationship Management (CRM) is all about knowing your customer, not always on a
personal basis, but based on the full range of interactions you have with them. The customers
view is based on every interaction they have had, across any business function, and it is only
practical to deliver the best customer experience when the company considers as wide a range of
influences as the customer.

HCLs Enterprise Application Services (EAS) Group delivers Customer Relationship

Management applications that transform the overall customer experience, across business to
business (B2B) and business to consumer (B2C) environments. Our focus is on delivering real
results right from the implementation of the applications, with deep product knowledge, and
wide experience from previously implemented solutions. Our CRM applications support
marketing, sales and service functions, and can be used across industries including Consumer,
Public Sector, Utilities, Travel, Transportation and Logistics, and Financial Services.
By involving the sales, service and marketing teams, the CRM system allows organizations to
have a holistic view of customers, thus facilitating the targeting, winning and retention of these
customers.

Ultimately, customer relationship management is all about identifying, acquiring and retaining
customers efficiently and effectively to drive profitable growth within an organization.
HCLs CRM Services
Our customer relationship management strategies and solutions will help you address a variety of
CRM system implementation issues in account management, customer retention and campaign
management, and call center interactions. HCL has unparalleled experience in the design and
implementation of integrated CRM solutions across industries - solutions which have allowed
our clients to improve call center efficiency, reduce customer churn, increase their revenue
growth, grow their customer base and improve customer satisfaction.
We offer the private sector an opportunity to improve their returns on their CRM investments,
and the Public sector, the ability to improve their citizen services and relationships.

DIGITAL AND OMNICHANNEL COMMERCE

The Situation Today

Around the world, consumers are now armed with both the information and the ability to engage
in commerce across multiple channels: the Internet, mobile devices, smart TVs, and physical
stores, to name just some. These consumers dont just expect to be able to shop anytime and
anywhere; they also expect convenience and a consistent and personalized sales and marketing
experience across all channels.
This environment presents brands with unique opportunities for growth and fostering brand
loyalty. Data shows that customers are more loyal and spend two to five times more than single
channel shoppers. But there are challenges. A leading analyst report states that although 70% of
companies have a multichannel vision or strategy, less than 30% are able to realize that vision.
Too often, companies operate in channel silos with isolated customer data, marketing, inventory,
supply chains, and technology. Adopting a customer-centric approachwhich requires the
integration of operations across channelsis a major undertaking, and companies may lack the
next-generation business and technology platforms to drive this transformation.
How HCL Can Help
HCLs Digital and Commerce solutions and services, available either through an SaaS-based or
on-site model, blend digital technologies, professional services, and a global network of strategic
partnerships to help companies boost their digital revenue, expand their global presence, and
improve the customer experience.

MILESTONE
Hancom Inc. has announced its tie up with HCL Infosystems Ltd. to extend
Hancom's Think Free Mobile - Android edition on HCL Tablets. HCL is one of
Indias most well known hardware, services and ICT systems integration and
Distribution Company
The latest version of Think Free Mobile app has been embedded in 'HCL ME U1,
HCL Infosystems recently launched range of Tablet PCs, available for Rs. 7999.

In the past too, HCL's Android tablets have had Think Free Mobile as one of their
standard apps.
HCL PRODUCTS (some)

Voice solution products

Presentation product

Home PCs

Business PCs
Technologies

Documentation product

Home Notebooks

Business Note Books

As a technology company, HCL proactively gains insights into leading and

emerging technologies.
HCL Technologies has expertise in:
Microsoft .NET Technologies
J2EE Technologies
IBM Mainframe Technologies
EAI technologies like Tibco, Web Methods MQ and Seebeyond
Report generation using Business Objects, Crystal Reports and
Infragistics

BPO Solutions

HCL Infosystems Business Process Outsourcing (BPO) services aim at leveraging

technologies to provide and manage an organizations critical and/or non-critical
enterprise processes and applications. HCL Infosystems holistic BPO services
integrate software, process management, and people to operate the services.
BPO Solutions provided by HCL Infosystems for Automotive industry
include:
Data analysis and processing of Rate and Residuals for Car
Dealerships
BPO Solutions provided by HCL for others Industries include:
Information Capture
Data Entry & Correction
Document Conversation

AEROSPACE & DEFENSE

What keeps you up at night?
Despite an upsurge in demand for air travel, airlines are having trouble maintaining profitability.
They must provide passengers with the right experience at the right price point while ensuring
higher utilization of capital-intensive equipment. Technology is playing an increasingly crucial
role in addressing these objectives.
Why should you consider HCL?

Deep insight. Our work with companies across the aerospace value chain (our customers
include the top three aerospace OEMs and global industrial manufacturing companies) has
given us deep insight into some of the largest and most complex programs in the industry,
which enables us to help manage our customers cost pressures. Our risk/reward-sharing
business model reduces the risk of product development for new aircraft programs and helps
clients address their IT challenges across application, infrastructure, and business processes.

A wealth of experience. Having pioneered offshore engineering services in this industry

more than a decade ago, we have become the largest dedicated aerospace practice in India
and the preferred engineering partner for new aircraft programs across this ecosystem,
offering application management services, infrastructure support, testing, and new-product
development. In the past decade, weve successfully executed over 850 projects in various
subdomains and have partnered on all major commercial aerospace programs.

Quality and compliance. HCLs Aerospace & Defense business unit meets the most
stringent quality and security standards, including ISO 27001, AS 9100 Rev C, and CMMI
Level 5, and is compliant with DO 178B, DO 178C, DO160E, and DO 254 requirements.
Additionally, HCL is the first Indian company to have obtained AS9100 certification. HCL
also has significant experience in providing International Traffic in Arms Regulations
(ITAR) services to U.S. defense vendors from ITAR-compliant HCL delivery centers.

Comprehensive IT solutions. For over thirty years, HCL has been providing IT solutions
across application managed services, application testing, CRM, aftermarket services,

infrastructure management, business process outsourcing, and product life cycle solutions.
Our ALT ASM solutions have helped clients reduce their IT costs by over 30% and have
helped ensure a seamless and transparent model that links service level agreements to
business-level KPIs.

Enterprise application services. HCLs acquisition of AXON combined the best of

AXONs strong business consulting and implementation capabilities and HCLs robust
global delivery-based application and infrastructure management capabilities. We deliver
unique value on an end-to-end basis for SAP, Oracle, and Microsoft customers, ensuring that
they receive the optimal business transformation solution at the right price.

Richer mobility experience. HCLs mobility solutions enable organizations to become

highly productive and customer centric by making information available at the right time to
the right person all through a simple click. HCLs Mobility CoE offerings include mobile
application development, enterprise mobile offerings, system integration services, and
managed services. Key current partnerships include Sybase and RIM. HCL is investing in
this space with initiatives such as the Network Solution Lab, a dedicated mobility center in
Singapore, and through alliances with several universities.

MANUFACTURING
In today's dynamic global marketplace, manufacturing remains an important driver of
innovation. The new, flexible plug-and-play factory concept where components can be
customized and produced, is enabled by supply chain and production management, scheduling,
and even ERP solutions that are shared and run from the Cloud. CRM, SCM and other customer
oriented solutions are gaining importance as manufacturers realize the criticality of
customization, and as they internationalize their footprints, visibility and collaboration across
these chains are becoming increasingly critical. Manuservicing will see companies increasing
the after-market services for their products. As this sector evolves with new technologies,
products, and ways of working, manufacturers will need new strategies to stay ahead of the
competition.

Why should you consider HCL?

Digital System Integration (DSI): Through its system integration approach to

digitalization, HCL enables technology-led business process transformation for its clients.
We help clients be reborn digitally by transforming their application landscapes to a future
ready infrastructure with a single view of data across the enterprise. Know more
about Digital System Integration (DSI) here.

HCLs ALT ASM Framework for the Manufacturing sector. Maintaining your
existing IT systems even while investing in new solutions can be quite challenging, requiring
well planned processes. Our ALT ASM framework our alternative view on ASM is
enabling G2000 manufacturing companies standardize their application support
environments by cutting application support costs, reducing incident volumes, and process
cycle times. The framework adopts what we call - a proactive obsolescence approach which provides incremental value beyond the traditional ASM contract and unlocks a large
amount of working capital from our clients ASM spend. This unlocked capital can then be
re-invested in new disruptive technologies. HCLs ALT ASM is helping organizations
achieve their target of maximizing revenues and minimizing spends.

Transformational solutions. Recognized as one of the largest information and computing

technology manufacturing organizations in the country, we help clients run their business
while theyre transforming it. Through our proprietary methodologies and tools, we offer
solutions across the manufacturing value chain in segments like aerospace and defense,
automotive, industrial manufacturing, technology, consumer electronics, medical devices,
and process and chemicals.

Satisfied clients. Five of the top ten semiconductor equipment manufacturers, seven of the
top ten automakers and ISVs, and the top three aerospace OEMs and global industrial
manufacturing companies are among the many Fortune 500 companies that partner with us
on their product and business transformations.

State-of-the-art facilities. In our four ISO 9001:2000-certified manufacturing facilities and

domain-specific centers of excellence, we deploy the latest technologies to develop the
world-class solutions that manufacturing companies need to stay agile and efficient.

Comprehensive IT solutions. For over thirty years, HCL has been providing IT solutions
across application managed services, application testing, CRM, aftermarket services,
infrastructure management, business process outsourcing, and product life cycle solutions.
Our ALT ASM solutions have helped clients reduce their IT costs by over 30% and have
helped ensure a seamless and transparent model that links service level agreements to
business-level KPIs.

Enterprise application services. HCLs acquisition of AXON combined the best of

AXONs strong business consulting and implementation capabilities and HCLs robust
global delivery-based application and infrastructure management capabilities. We deliver
unique value on an end-to-end basis for SAP, Oracle, and Microsoft customers, ensuring that
they receive the optimal business transformation solution at the right price.

Richer mobility experience. HCLs mobility solutions enable organizations to become

highly productive and customer centric by making information available at the right time to
the right person all through a simple click. HCLs Mobility CoE offerings include mobile
application development, enterprise mobile offerings, system integration services, and
managed services. Key current partnerships include Sybase and RIM. HCL is investing in
this space with initiatives such as the Network Solution Lab, a dedicated mobility center in
Singapore, and through alliances with several universities.