Case Studies

1. Case Studies

2. Direct Energy • Company Overview: • Client is one of North America’s leading integrated energy companies and part of the Centrica Group (British Gas). • Scope: • Inbound and Outbound services • Systems Used: • Inbound/Outbound blended Asterisk based ACD/Dialer • Business Needs: • Making sure the current customer base renews their contracts within a very short time frame to ensure that they do not get converted back to the local utility provider • Cost – Limited resources/budget • Keeping track of revenue and profitability • Business Solution Offered By Simpro: • Quickly developed an automated preview dialing campaign and with its large core of agents was able to ensure that the customers were called within the expected renewal time frame • Offered an Inbound technology advantage that was especially useful in the case of small renewal lists for other provinces • Business Benefits: • Greater than 20% improvement in conversion rates • Convinced of service excellence ,cient switched its entire regional renewal Inbound program to us. • Some of the Optimization Initiatives: • Improved Customer Service thru dynamic CRM blending and screen-pop technology. • Identify the point ( in terms of list penetration %) where the list performance starts dropping ( in terms of SPH) and then use the following to improve performance • Variable incentive to drive sales revenue • Dynamic predictive dialer management

3. Primus Telecom, Canada • Company Overview: • Client is the second largest alternative communications company in Canada. Client has ownership in over 23 transoceanic fiber-optic cable systems in Europe, North and South America, and the Asia-Pacific region • Scope of Deal: • Inbound and Outbound telemarketing Services • Customer Acquisition • Systems Used: • Automated Predictive Dialer • Business Challenges: • Faced with the added competition to protect and grow its existing customer base very aggressively • Need to increase its existing OB channel acquisition by more than 50% • Increased competition • Business Solution Offered By Simpro: • Pay-per-performance model implemented • Hourly reporting timelines implemented • Preview dialer used which ensure the clients objective of higher penetration on the lead list is achieved • Business Benefits: • Sales per hour target exceeded by more than 30% with reduced cost per acquisition • Managed to beat clients original cost per acquisition target, largely because it already had the existing infrastructure, bandwidth and highly skilled agents in place prior to the contract • Some Optimization Initiatives: • Quality monitoring sessions are conducted on a weekly basis with the client. • Internal monitoring are done on a daily basis by a dedicated team of one Quality Leader and three Quality Executives. • Every agent ideally receives three feedbacks per week which is given in a certain format called as TM (Transaction Monitoring) Sheet. This sheet ensures a close watch on agent’s performance in terms of quality • Dialer Report generation & compilation. • Transfer of processed data to client through the FTP site (Using Microsoft Access Format)

4. Hudson Bay Company,Canada • Company Overview: • Client is Canada’s largest diversified general merchandise retailer, with over 550 retail locations and nearly 70, 000 associates located in every province in Canada • Scope of Deal: • Entire life cycle of Clients telecommunications program • Customer Acquisition through inbound and outbound channels • Back-office services • Soft Collections • Business Needs: • Need to increase its existing OB channel acquisition by more than 50% • Increased competition • Faced with the added competition to protect and grow its existing customer base very aggressively • Significant provisioning errors resulting in both delays to customers and service users • Business Solution Offered By Simpro: • Worked closely with the client to review and revise scripting to ensure script was capturing maximum required information and ensuring customer’s awareness of the timelines for the service transfer. • Suggested and implemented automated messaging to ensure customers were reminded of their service transfer date and loss of voicemail messages • Business Benefits: • Provisioning rejects down by 35% • Sales per hour target exceeded by more than 30% with reduced cost per acquisition • Managed the “Cradle to Grave” process ensuring superior customer service. • Key Learning & Findings: • Intensive training is essential to ensure delivery excellence on performance and quality • Agile management is critical in meeting dynamic process requirements • Efficient planning and resource management

5. Large Retailer, UK • Business Needs: • Inefficiencies in processes onshore, resulting in poor performance on metrics • High cost of providing service in a non-revenue center • Inability to improve process efficiency due to Physical work flow tracking and reporting system. • Company Overview: • Fortune 500 UK retailer with over 450 stores located throughout the UK and operating in 30 countries • Scope of Deal: • Supply Chain / Logistics Process • Systems Used: • Citrix • Merchandise Allocation System (Host on Demand) • Buying Processing Tool • Client Speak: • “ Last week I was able to sent GBP 155K of stock and this week so far I was able to send GBP 23K. This wouldn’t have been possible without your help” • Business Solution Offered By Simpro: • Started handling 17 departments, currently handling 53 departments with the same FTE number by tweaking applications to give optimum results • Supplier compliance using six-sigma, E-learning modules, documentation were the prime reasons for the improvement • Detailed documentation with process flows using IDEF (swim lanes) methodology • Business Benefits: • Supplier compliance improved to 96% • Improved merchandise planning to 8 weeks in advance from a 2 week period • Results driven through process optimization: • Process improvements – Old process of Planning, Update and Ratios changed to Ratio, plan and update • Increase in accuracy % - 99.8 % to 99.99% • Queries reduced – 50% reduction in queries • Designed a shared query form which helped the IRM see the changes online thus reducing his effort • Merchandise allocation time reduced from 36 hours to 4 hours thus helping the IRM with better visibility • Suggested that planning for merchandise be done for 2 weeks instead of 1 week thus giving the IRM increased visibility. The suggestion has been implemented. • Work completion status report sent to the IRM’s 1 day in advance

6. Fortune 50 US Retailer • Company Overview: • Fortune 50 US retailer with Annual Turnover of more than 8 Billion USD. • Scope of Deal: • Procurement & Supplier services helpdesk. • Systems Used: • SAP – Ariba • EDI • Gentrack • Client speak: • ‘ I’ve noticed GREAT improvement in the service I’ve been receiving through the Purchasing Help Desk’ • Business Needs: • Need to continuously reduce operating costs • Limited in-house resources to manage the churn of contingent labor as well as handle strategic core functions; • Need to leverage outsourcing expertise to improve business processes. • Business Solution Offered By Simpro: • Dedicated response unit of suppliers and stores • Implemented ‘No PO no pay policy’ • EDI based document transfer resulting in efficient entry into the system • Business Benefits: • Call abandonment rate reduced to less than 5% from over 15%. Stores feedback improved to 4.2 on 5 within 6 months of transition • Queue reduced from 4000 to below 500 PR’s maintained at same level • Semi-automated the entire process of New store opening • In-house resources reduced from 27 to 9 for both helping suppliers with day-to-day transactions as well as managing strategic core initiatives • Reduced operating costs by up to 45% through process optimization • Quality accuracy rate above bench mark of 90% on a consistent basis • Some Optimization Initiatives: • Advanced research done on older purchase requisitions with the help of macros that helped in bringing more visibility of pending requisitions in queue. • Emphasis on processing requisitions from system generated reports helped in driving the older PR's (purchase requisition) out of the queue at a much quicker rate than done previously

7. Medical Supplies Manufacturer, US • Company Overview: • With over one billion in revenue ,the client is a fortune company with over 80 subsidiaries and operations across the globe • Scope of Deal: • Accounts Payable • Order Management • Secured Debt Collections • Oracle Telesales • Systems Used: • Oracle 11i • AS 400 • Client Speak: • “ The is not as insurmountable as it may seem. I projected cash of 25 M for the month and you all exceeded that by collecting 27.5 M – great job Zenpro team” • Business Needs: • Consolidation of Accounts Payable activity from Overseas branches • Improve productivity & reduction in headcount • Fast and Smooth Transition for quick realization of benefits. • Business Solution offered by Simpro: • Shared Services Center (SSC) operating 24x7 supporting global operations • Common technology infrastructure established • Integrated IT and Business process teams to leverage the infrastructure • Business Benefits: • 7 Group companies under the SSC umbrella to manage multiple process – AP, AR, OM, Customer Service and Sales support • Reduced operating costs by over 40% for most companies • Reduced DSO from 53 to 40 days and increased order entry throughput by 35% • Over USD 6 million net impact on working capital/cash flow annually for one of the companies • Innovative B-O-Cost+ engagement model • Past due reduced by 87% • Some Optimization Initiatives: • Maintaining daily count sheets to keep a track on our daily targets • Weekly consolidated reports • Daily matrices to keep a track on the work load • Maintaining MIS reports and monthly dashboards • A dispute report is made to identify how much $ value is stuck in specific region for the entire US. This helped in targeting the affected regions