HCL: Corporate Overview

HCL: A Snapshot

HCL Technologies Business Lines

Product Engineering & R&D, Enterprise & Custom Applications, Enterprise Transformation Services Infrastructure Management, & BPO Services

Financials* Total Revenues - $ 5 EBITDA Bn

HCL Infosystems

- $ 550 Mn

Industry sectors
Manufacturing & Lifesciences, Aerospace & Defense, Energy and Utilities, Government, Financial Services, Telecom, Media & Entertainment and Retail & Consumer

Hardware, System Integration, Networking Solutions, Managed ISP Services, Homeland Security & ICT Distribution

Employees 60,000

Indian Market Focus

Global Market Focus

Global Presence
Operations spanning 23 countries

Delivery Facilities USA, UK, Poland, Singapore and India

India Presence
Offices in 170 cities, 500 service centres reaching 4,000 towns

Distribution Network
83,000 outlets in over 9,000 towns

*Trailing Twelve Months (TTM) as on 31st March, 2009

HCL Technologies: Key Service Offerings

Verticals
Banking Financial Services Insurance
Finance and Accounting Services Technical Support Services

Service Offerings
Business Process Outsourcing (BPO)
Knowledge and Legal Services Supply Chain Management Customer Relationship Management Data Management Services

IT
Capital Market Services (CMS)
Total IT Outsourcing Application Portfolio Optimisation (APO) Enterprise Resource Planning (ERP) Application Development Content Management Application Testing SOA & Middleware Web Technologies Mainframe

Retail Media, Publishing & Entertainment

Pharmaceuticals Telecom Service Providers

Aerospace Energy & Utilities

Application Maintenance and Operations Infrastructure Management

Infrastructure
Systems Engineering Mechanical Engineering Software Engineering Software as a Service (SaaS)

HCL BPO Services Overview

HCL BPO: Leadership Credentials

HCL BPO among the Top 5 service providers in the UK market for Life & Pensions The first Indian BPO to enter the Telecommunications Expense Management (TEM) market Won the largest engagement in Indian BPO history

HCL BPO Leadership Credentials

The first BPO company in the world to be successfully appraised at Maturity Level 3 of People CMM

Pioneered blended-shore operations for Indian BPO service providers

Largest BPO service provider in Northern Ireland The largest provider of Telecom BPO services in Asia

HCL BPO: Snap Shot

Business Revenue*
USD 232.15 Million

Business Focus Retail & CPG / Utilities / Telecom / BFS / Insurance / Hi-Tech & Manufacturing / Media, Publishing & Entertainment

Customers
104 (24 Fortune 500 / 26 Fortune Global 500)

Wing to Wing Solutions

Order to Cash, Procure to Pay, CRM & Technical Support Services

Processes: 200+ Professionals: 11,400+ Global Delivery Centres 11 centres in India

6 centres in UK 4 centres in US

Quality and Compliance Driven Delivery

COPC, CCA, ISO 9001, ISO 27001, ISO 20000, ISO 14001 SAS 70 Certified, OHSAS 18001 Operational Excellence through Six Sigma and BPR

Technology Upgrade
EnsureIT
an IT Service Management (ITSM) Programme Targets to deliver 99.9% of service uptime

Multi-lingual Support
Service Offerings Business Generation
Operations Management Management Decisioning Platform-based Services 8 European languages

Key Relationships BT, Macys, Safeway, Deutsche Bank, Office Depot

*Trailing Twelve Months (TTM) as on 31st March, 2009

HCL BPO: Technology Network

HCL BPO: Technology Network

HCL BPO: Industry Accolades

Customer Focus
Ranked 4th globally among Business Process Outsourcing Vendors
The Black Book of Outsourcing, 2008

Capability Excellence
HCL BPO wins 2008 CIO Bold 100 award
CIO-IDG India 2008

People Focus
Ranked No.1 Employer in India and Best Employer in Asia
Hewitt Associates, 2009

HCL BPO wins Technology Award

Indiatimes BPO Industry Awards 2008

Ranked 11th among Global Service Providers

International Association of Outsourcing Professionals (IAOP), 2008

Ranked 3rd in the Employee Satisfaction Survey

DQ-IDC, 2008

Special award for consistent excellence for outsourcing practice across all disciplines
National Outsourcing Association, 2007

First BPO company in the world to be appraised at Maturity Level 3 of People CMM
QAI, 2007

Corporate Ethics

Corporate Excellence
Ranked in the Leaders Category of the Global Outsourcing 100
IAOP (International Association of Outsourcing Professionals), 2009

Won the 1st Investor of the Year award for employment generation in UK
UK Trade & Investment Board, 2006

Ranked amongst the Top 3 Contact Centres in Asia Pacific

Frost & Sullivan, 2006

Ranjit Narasimhan, President and CEO, HCL Technologies Ltd - BPO Services receiving the UKTI Investor of the Year Award, 2006 from His Royal Highness, Prince Andrew, Duke of York.

HCL BPO: UK Operations

Belfast
Established in January 1998 by BT 90:10 JV formed with BT in December 2001 HCL acquired 100% stake in 2004 Current capacity of 801 seats Won the Irish contact centre Best New Service award Northern Irelands largest BPO Firm, Top 10 private sector NI employer & Top 10 UK outsourcer UK headcount around 2200+ Multi-lingual capabilities to support 8 European languages Leading player in Life Insurance & Pension market HCL NI wins 2008 European Call Centre of the Year Best People Practice Award

Armagh
Acquisition of ACDs 450 seats centre Acquisition of Clients in the Media/ Retail sectors Current capacity of 614 Seats

HCL Insurance BPO Services Ltd.

Acquisition in August 2008 Centres in Croydon, Welwyn Garden City, Preston and Romford Services offered in the Financial Services Sector Current capacity of 1212 Seats

Customers

Industry Accreditations

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HCL BPO: US Operations

Control Point Solutions
Acquisition in September 2008 Worlds Largest Provider of end-to-end Telecom Expense Management (TEM) Services Leading manager of voice, data and wireless expense services Centres in New Jersey, Georgia, Missouri and Virginia Current capacity of 333 seats SAS 70 Type II certified

Control Point BPO services

Invoice receipt and loading Media conversions for billing optimization Missing bill tracking and ordering Image scanning for paper billing Invoice validation, reconciliation of Move-AddChange-Disconnect of services to billing Contract and tariff rate auditing General ledger coding of charges Invoice approval, invoice batching to Client's accounts payable Dispute tracking and reconciliation Identification of cost savings opportunities Business intelligence reporting via a web portal

Control Point Solutions provides BPO and Application Service Provider (ASP) Services ASP Clients use the proprietary tools and infrastructure provided by Control Point to perform their own invoice review, audit, coding, dispute generation, reconciliation, and approval

Customers

Carrier Clients

Government Clients

Confidential

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HCL BPO: Global Delivery Footprints

United Kingdom A1 Belfast, UK A2 Armagh, UK A3 Preston, UK A4 Romford, UK
801 614 150 707 155 200
United Kingdom

Noida N1 Noida, India

714

N2 Noida, India
N3 Noida, India N4 Noida, India N5 Noida, India

746
836 1499 1436

A5 Welwyn Garden City, UK A6 Croydon, UK

-

United States Sunnyvale POP

New Jersey POP India

Bangalore B1 Bangalore, India Chennai

1435

United States U1 Missouri, US U2 Virginia, US U3 Georgia, US U4 New Jersey, US

34 83 77 139 11 centres in India 6 centres in UK 4 centres in US

C1 Chennai, India C2 Chennai, India Total Capacity 13,558 C3 Chennai, India C4 Chennai, India C5 Chennai, India

574 889 806 695 968

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*Numbers mentioned are seat capacity in each centre

HCL BPO: Verticals & Horizontals

Telecom
Service Fulfillment Service Assurance

Retail & CPG

Promotional Planning Virtual Warehousing E-Commerce Support Direct Store Delivery Track & Trace Support Nutritional Coding Sales Support & Administration Loyalty Card Management Store Operations Support

Banking & Financial Services

Mortgage Processing Credit Card Customer Support Lender Support Services Retail Banking Services Asset Management Fund Accounting Fund Administration Transfer Agency

Hi-tech & Manufacturing

Warranty & Return Material Authorisation Procurement Services (PR to PO) Open Order Report E-auction Freight Audit Global spares order management

Insurance (Life & Non Life)

Agent Licensing Actuarial & Finance Underwriting Policy Servicing & Administration Claims Management Pension & Annuities Account Administration Commissions

Media, Publishing & Entertainment

Prepress and Editorial Content Management Ad Design & Creation Website Hosting & Maintenance PPT and Flash Presentation E-forms creation and testing Digital Archiving Image Management E-Learning

Utilities
Billing Management Regulation Compliant Management Collections Debt Management Provisioning Order Management Channel Management Insolvency Support Post Processing Support

Vertical Specialisation

Billing support services Convergence Support Channel Management

Finance and Accounting Services Technical Support Services Knowledge & Legal Services Supply Chain Management Customer Relationship Management Data Management Services
Horizontal Specialisation

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HCL BPO: Service Offerings

Business Generation
Contact Scoring Market Entry Support Data Cleansing Directory Services Customer Segmentation Post Sales Service Customer Retention After Sales Support Issue Resolution` Customer Acquisition Mortgage Lead Generation Up Sell/Cross Sell Ad Design & creation Website / Catalogue

Management Decisioning
Market Research Business Research Procurement Research Legal Research IP Research Mis Reporting Data Analytics

Data Mining and Data Modeling Business Analytics

Operations Management
Technical Support Services Hardware / Software/L1/L2 KB /Tool Development Self Help/Remote Services Procurement Services Vendor Selection Indent Processing P.O Processing Delivery Expediting Payment Clearance Transaction Processing Legal Processing Claims Processing White/ e-mail Processing Record/Data Maintenance Collection Services Skip Tracing 1st/3rd Party NSF Processing
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Platform based Services

Supply Chain Management E-sourcing E-procurement Spend Analysis Contract Management Order Management Master Data Management Telecom Order Management Order Fulfillment Service Fulfillment Service Quality Monitoring Service Performance Management Customer Service Billing - Mediation, Rating & Invoice Knowledge Management Telecom Expense Management Bill Tamer Bill Hunter Kofax Insurance New Business Underwriting Policy Administration Claims Administration Actuarial Reinstatement MPE Form Processing Retail Promotional Planning NSF Check Processing

Order Management Contract Set Up Order Processing Sales Ledger Maintenance BACS/ Receipts Credit Control Collections Finance & Accounting AP/AR Fixed Asset General Ledger Cost Accounting Media & Publishing Content Management Prepress E-Learning Ad Design & Management Editorial Services Image Management Data Management Services Data Cleansing Document Indexing

Finance & Accounting CTTS Workflow Tool

HCL BPO: Quality & Compliance

PCMM Level 3
Worlds First BPO
ISO 9001: 2000 Information Security Management System (BS7799)

ISO 27001
Information Security Management System

ISO 20000
IT Service Management System

2002

2003

2004

2005

2007

2008

OHSAS 18001
Purdue Benchmark Certification First Indian & Third Company in the World to be COPC Certified for Collections Process Health and Safety Management System

ISO 14001
Environment Management System

IBMS
(Integrated Business Management System) Worlds First BPO

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HCL Advantage
Scalable Solutions Robust Infrastructure

Methodologies & Frameworks

BPO

Risk Mitigated Delivery Centres

IT
Leveraged Delivery Through Partnerships

INFRA
Tools & Technologies

Integrated Service Offerings

Quality Certifications
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Innovative Business Models

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