“ORGANIZATIONAL STUDY”

&

A RESEARCH PROJECT ON “COMPETITIVE INTELLIGENCE”

AT e4e BUSINESS SOLUTIONS INDIA PVT LTD, Bangalore

Submitted in partial fulfillment of the requirements of the

M.B.A Degree Course of Bangalore University

By

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M. PRASHANTH P Director, Sales Operations

Under the Guidance of

M.P.BIRLA INSTITUTE OF MANAGEMENT Associate Bharathiya Vidya Bhavan

# 43, Race Course Road BANGALORE-560001

Mr. RUDRAMURTHY B V

Professor M P Birla Institute of

Mr. PRASHANTH P Director, Sales Operations

e4e Business Solutions India Pvt Ltd

DECLARATION

I hereby declare that this INTERNSHIP REPORT on

“ORGANIZATIONAL STUDY” & A RESEARCH PROJECT ON

“COMPETITIVE INTELLIGENCE” at e4e BUSINESS SOLUTIONS

INDIA PVT LTD, Bangalore, is a record of independent work carried

out by me towards partial fulfillment of the requirements of the Master

of Business Administration course of Bangalore University at M P

Birla Institute of Management. The report has not been submitted in

part or full towards any other degree or diploma.

Place: Bangalore Manu Gowda S V Date: Registration No. : 06XQCM6099

CERTIFICATE

This is to certify that the INTERNSHIP REPORT on “ORGANIZATIONAL

STUDY” & A RESEARCH PROJECT ON “COMPETITIVE INTELLIGENCE” at

e4e BUSINESS SOLUTIONS INDIA PVT LTD, Bangalore, has been prepared by

Mr. Manu Gowda S V bearing the registration No. 06XQCM6099 under the

guidance and supervision of Mr. B V Rudramurthy, Professor, M P Birla Institute

of Management, Bangalore.

Place: Bangalore Dr. N S MALLAVALI

Date: (Principal)

CERTIFICATE

This is to certify that the INTERNSHIP REPORT on “ORGANIZATIONAL

STUDY” & A RESEARCH PROJECT ON “COMPETITIVE INTELLIGENCE” at

e4e BUSINESS SOLUTIONS INDIA PVT LTD, Bangalore, has been prepared by

Mr. Manu Gowda S V bearing the registration No. 06XQCM6099. It is a bonafide

work and has been carried out under my guidance and supervision, during the

academic year 2006-08 in partial requirement for the award of MBA degree by

Bangalore University. To the best of my knowledge this report has not formed the

basis for the award of any other degree or diploma.

Place: Bangalore Mr. B V RUDRAMURTHY Date: (Professor)

ACKNOWLEDGEMENTS

I wish to thank Mr. PRASHANTH P. Director, Sales Operation

for all his understanding, for sharing his experience and for his

humbleness in making learn things better. He was a great source of

inspiration for me.

I wish to express my thanks to Mr. B V Rudramurthy, my

professor and internal guide, for his constant support and guidance.

Thanks to my family and friends for their support.

Manu Gowda S V

EXECUTIVE SUMMARY

The MBA course offered by the Bangalore University has its own unique

syllabus which requires its MBA students to undertake an INTERNSHIP

PROGRAM with any of the leading business houses for a period ranging from 6

weeks to 8 weeks between second and third semester. The purpose of this

internship is to enable the students to appreciate and understand the nuances of

the practical world vis-à-vis the theoretical input administered during regular

academic sessions. This helps in creating Managers who are equipped with the

experience of linking the theoretical inputs with those of practical exposure and

come out with creative solutions / ideas in enhancing the business. In partial

fulfillment of MBA degree of Bangalore University I took up “Organization Study”

and a research project titled “Competitive Intelligence” at e4e BUSINESS

SOLUTIONS, Bangalore.

e4e BUSINESS SOLUTIONS headquartered at Santa Clara, CA, USA

was established in November 1999. Through its strategic business units it

provides BUSINESS PROCESS OUTSOURCING services to clients across

USA, EMEA (Europe Middle-East Africa) & APAC (Asia Pacific) from its delivery

centers.

TABLE OF CONTENTS

CHAPTER PART 1- ORGANIZATION STUDY PAGE NO.

1 BPO INDUSTRY PROFILE 1

1.1 Advantage India 7

2 TOP BPO COMPANIES 16

3 COMPANY PROFILE

3.1 Company Profile 17 3.2 Promoters 18 3.3 Board of Directors 21 3.4 Vision 22 3.5 Mission 22 3.6 Location matrix 23 3.7 Clients 24

4 SERVICES OFFERED

4.1 FINANCIAL SERVICES 25 4.1 A Loan Acquisition 27 4.1 B Loan Processing 28 4.1 C Verification Services 29

4.2 TECHNOLOGY SERVICES 30

4.2 A Technical Support 31 4.2 B Application structure 35 4.2 C Testing 38 4.2 D Software Engineering 39

4.3 HEALTH CARE SRVICES 40

4.3 A Provider Service 41 4.3 B Payer Service 43

5 MANAGEMENT TEAM 45

6 ORGANIZATION STRUCTURE 47

7 FUNCTIONAL DEPARTMENTS 48

8 SWOT 52 PART 2- Research Project

9 Part 2A- Research Background 55

9.1 NEED AND IMPORTANCE OF THE STUDY 56

9.2 PROBLEM STATEMENT 57

9.3 RESEARCH OBJECTIVE 58

9.4 LIMITATIONS 59

9.5 COMPETITIVE INTELLIGENCE 60

9.6 RESEARCH DESIGN 61

10 Part 2B- Research Findings 63

10.1 INFERENCE 74

10.2 SUGGESTIONS FOR FURTHER RESEARCH 75

11 BIBLIOGRAPHY 76

12 CHARTS 29,30,31 & 44

1. BPO INDUSTRY PROFILE

All about BPO

BPO or Business Process Outsourcing refers to the rearrangement of

entire business functions to some other service providers, mainly in low cost

locations. The service provider may be either self-owned or a third party. This

relocation or contracting out of business processes to an outside provider is

mainly to achieve increased shareholder value.

Some of the general services provided by the BPOs are Receivables and

Payables, Inventory Management, Order Processing, Budget Analysis, Cash flow

Analysis, Reconciliation, Data Entry, Payroll Processing, QuickBooks

Accounting, Financial Statement Preparation and Accounting Services. Some of

the web based services include live online sales and order entry, E-commerce

transaction support, Live online enquiry handling, Web Design/Development etc.

Here it is important to note that though BPO may include both IT

management and business operations. Business operations include relocating

functions such as payroll, accounting, billing or even real estate management to

a third party. Invariably all these business processes depend on IT but they are

separate from hard-core IT operations like data center activities or network

administration. An important facet of business process outsourcing is its ability to

free corporate executives from some of their day-to-day process management

responsibilities and duties.

BPO (Business Process Outsourcing) involves business process

management and outsourcing. Business process management uses technology

aimed at redesigning the process, reduce unnecessary steps, and remove

redundancies. On the other hand outsourcing uses expertise and resources of

dedicated outside service providers to perform many of these vital yet non-core

activities. BPO performs both the functions at the same time, thereby speeding

implementation and ensuring that the intended benefits really hit the bottom line.

Need For BPO

Benefits accrued as a result of outsourcing are numerous. BPO or

outsourcing is advantageous as it links to shareholder value. Business Process

Outsourcing is about optimizing business performance to attain value creation.

There has been a tremendous upsurge in BPO and outsourcing industry in many

developing countries like India because of their (BPO) expertise in reducing costs

while increasing service quality.

Another great BPO benefit is that it helps companies to focus on core

areas. Companies generally outsource processes to reallocate accountability and

control costs. Thus the management is in a better position to focus on core

areas. Outsourcing also helps companies to avoid capital expenditures, which is

in particular important in non-core areas that may need new systems and up

gradation. By and large, companies only want to spend money on core areas.

Reduction in costs is another BPO benefit. BPO provides quantifiable

benefits through improved efficiencies, lower overhead, reduced payroll and

benefit expenses, and fewer capital investments. Other BPO benefits include

assurance of best practices, skills, and technology. It is important to note that

BPO provides access to proprietary workflow systems, process reengineering

skills, and innovative staffing and delivery models, coupled with world-class

technology delivered by experts.

Productivity Improvements

An important facet of business process outsourcing is its ability to free

corporate executives from some of their day-to-day process management

responsibilities. Conventionally, executives spend 80 percent of their time in

management of details and only 20 percent on formulating strategies. But the

scenario is remarkably different when the business process is outsourced. Once

a process is successfully outsourced, the ratio can be easily reversed. In such

situations, executives get more time. This saved time helps them tremendously

to explore new revenue areas, accelerate other projects and focus on their

customers. This, beyond doubt, leads to productivity improvements.

Companies that outsource their business processes are often able to

capture new efficiencies and in the process improve upon their productivity. They

are in a better position to reallocate their resources to other important projects.

This also helps their employees to increase their efficiency and productivity. In

most cases, high-caliber subject-matter experts are brought in to design and

manage these processes. They bring with them increased productivity and years

of experience

that most companies don't have access to or can't afford on their own. Availability

of highly qualified skill pool and faster adoption of well-defined business

processes leads to productivity improvements without compromising on quality.

Cost Savings

One of the most important benefits and advantages of outsourcing the

business processes is in terms of cost savings. The companies that outsource

their work have the access to the best of talent and expertise in the BPO field

and that too at very low wages. Various studies have indicated that for every one

dollar invested in BPOs across India, the value derived by the US economy is

between $12-14. This is what makes the outsourcing to India an irreversible

process. It is a reality that the companies which have shifted their BPO work to

India have garnered savings of around 40-50% till now.

American BFSI (Banking & Financial Services Industry) companies have

saved more than $6 billion in the last four years by outsourcing their business to

India. It is a simple fact that if a bank shifts work of 1000 people from US to India

it can save about $18 million a year due to lower costs in India. Similarly, in the

field of pharmacy research and development, firms can reduce the cost of

developing a new drug, currently estimated at between $600 million and $900

million by as much as $200 million if development work is outsourced to India. In

the US/UK 67-72% of costs incurred by call centers are directly linked to man

power costs whereas call centers in India spend only 33-40% of costs on man

power. This includes spending on training, benefits and other incentives for labor.

Improved HR

Improved HR is another great advantage of outsourcing business

processes. Several market studies have shown that HR outsourcing can lead to

cost savings in the range of 20-40 percent for customers. It also leads to

improved HR. HR Business Process Outsourcing (HR BPO) is a market that has

experienced substantial growth over the past few years and is now set for even

more rapid expansion. This is based on the fact that gradually more companies

are looking at outsourcing transactions and processes to create a more

strategically focused HR function.

Clearly, companies all over the world are getting motivated to outsource

their HR processes and transactions to run their HR functions more efficiently,

free the HR function to focus on strategic people practices that drive growth and

add to the organization's long term success and facilitate their professionals to

add value to their business. Companies today, require complete domestic and

global HR delivery through systems and processes that can generate economies

of scale to reduce or eliminate their need to make future investments in quickly

outdated technology. Companies can save between 20-40 percent of their HR

costs, depending on their business priorities and the pace at which they want to

move.

Focus On Core Competency

Business Process Outsourcing gives tremendous help to the companies to

concentrate more on the core areas of their business. The most important factor

behind the growth in the BPO market world wide today is an increase in the

number of enterprises that are reviewing their internal operations in an attempt to

fully understand their true core competencies. In the process they are able to

focus more on their core competencies. Business Process Outsourcing gives

more freedom to the management to focus more time, energy, and resources on

building the company's core businesses. It is because the BPOs assume full

responsibility for managing the day-to-day back-office operations.

Once outsourcing of certain processes take place it becomes easier for

the company to compare and evaluate the efficiency and effectiveness of

services that are being delivered from outside and inside. This decision-making

process often includes an evaluation of the cost of owning technology - with its

associated support costs, that are not core to the enterprise (HR is one such

example). This trend is leading to an increased keenness to outsource processes

that are considered non-core, yet critical activities. These critical activities include

claims administration, HR services and payment services.

1.1 ADVANTAGE INDIA Today, India is undoubtedly the most favored IT/BPO destination of the

world. This raises the question why most of the big MNCs are interested in

outsourcing their operations to BPOs in India. The answer is very simple- India is

home to large and skilled human resources. India has inherent strengths, which

have made it a major success as an outsourcing destination. India produces the

largest number of graduates in the world. The name of India has become

synonymous with that of BPOs and IT industry.

Human Resource

Besides being technically sound, the work force is proficient in English and

work at lower wages in comparison to other developed countries of the world.

India also has a distinct advantage of being in a different time zone that gives it

flexibility in working hours. All these factors make the Indian BPOs more efficient

and cost effective. In order to meet the growing international demand for

lucrative, customer-interaction centers, many organizations worldwide are

looking to BPO India.

Availability of suitable human resources is one of those factors which have

made India one of the hotspots of BPO/IT industry. India is home to a vast pool

of human resources consisting of educated, English speaking, tech-savvy

personnel. Every year, approximately 19 million students are enrolled in high

schools and 10 million students in pre-graduate degree courses across India.

Moreover, 2.1 million graduates and 0.3 million post-graduates pass out of India's

non-engineering colleges. These figures very well give the idea of human

resources availability in India.

This great pool of human resources holds the key to IT/BPO destination

i.e. India. If the flow from high schools to graduate courses increases even

marginally, there will be a massive increase in the number of skilled workers

available to the IT/BPO industry.

Language

India definitely enjoys the benefits of a vast pool of skilled workers who

are proficient in English language. Most of the graduates have the knowledge of

English language. Thus, language is one of those factors which attract MNCs to

contract out their business operations to Indian BPOs and IT companies. Though

there are competitors like China which also have a large pool of skilled workers

but they don't have enough graduates who have command over English

language.

In addition to this the Indian education system also places strong

emphasis on mathematics and science. This has resulted into a large number of

science and engineering graduates. Mastery over quantitative concepts coupled

with English proficiency makes India one of the hot spots of the IT/BPO world. It

has enabled the India to take advantage of the current international demand for

IT.

Government Policies

The Indian government realizes that IT/BPO has the potential to influence

extensive economic development in the country. IT is now one of the top

priorities of the Indian government and favorable policies are being formulated to

extract maximum benefits from the industry. Here, we are highlighting some of

the government policies which have proved very beneficial in the growth of

IT/BPO industry. These favorable government policies have gone a long way in

making India a BPO/IT hub.

1. The reforms have reduced licensing requirements and made foreign

technology accessible. The reforms have also removed restrictions on

investment and made the process of investment easier. This has

tremendously helped the IT/BPO industries.

2. The Indian government is actively promoting FDI and investments from

NRIs (Non-Resident Indians). FDI can be brought in through the

automatic route, based on powers accorded to the Reserve Bank of

India.

3. In pursuance of liberalization and globalization, the Indian government

has been formulating and implementing more transparent and

investment friendly policies. This is now reflecting in many areas. Till

1994, DOT was the sole provider of basic telecom services in India but

the new telecom policy opened the field to the private operators as well.

It has made India one of the fastest growing countries in the field of

telecom.

4. Another significant example of the liberal policy of the Indian government

is the IT Act. The IT Bill passed in 2000 provides a legal framework for

the recognition of electronic contracts, prevention of computer crimes,

electronic filing of documents, etc.

5. In pursuance of the liberal policies, the Indian government has been

continuously proposing amendments in the Indian Evidence Act, Indian

Penal Code and the RBI Act. The mechanism of digital signature has

been proposed to address the issues of jurisdiction, authentication and

origination.

Infrastructure

Improved infrastructure is another important factor which has helped India

to achieve tremendous success in the field of IT/BPO. There has been

tremendous growth and improvement in telecom, power and roads infrastructure

in the last few years in India.

Relevant telecom facilities are an important precondition for the success of

the software and BPO industry. The Indian government has taken numerous

steps to improve the telecom infrastructure in the country. The international

bandwidth situation has improved dramatically over the last 3 years. The

privatization of the telecom Industry has resulted not only in significant drop in

rates but also better services. The telecom costs have dropped by about 85% in

3 years.

Similar changes have been observed in the power sector infrastructure as

well. Power availability has also improved dramatically over the last few years.

This has gone a long way in ensuring uninterrupted power supply to the IT/BPO

destinations like Bangalore, Delhi, Chennai, Bombay, Pune and Calcutta. In

addition to this state governments in India have undertaken reforms in the power

sector to improve power supply to ITES companies.

The overall roads and highways infrastructure scenario in India has also

witnessed major improvements over the last few years. We have now entered

the arena of multi lane highways. Most of the cities and towns are connected and

interlinked to each other. Major investments have gone into the development of

highways, both on the side of the central and state Governments.

Cost Effectiveness

Cost effective man power is yet another important factor which makes

India a hot spot of IT/BPO industry. With a vast pool of skilled human resources

ready to work at lower wages in comparison to the European or American

countries India is attracting business process outsourcing. In a call interaction

center operation, manpower typically accounts for 55 to 60 percent of the total

cost. Besides being cost effective, Indians are also skilled and fulfill all the

requirements of the IT/BPO industry.

In India, the manpower cost is approximately one-tenth of what it is

overseas. For example, per agent cost in USA is approximately $40,000 while in

India it is only $5,000. It is but natural that companies contract out their work to

cost effective destinations like India. India produces about 100,000 engineers

every year. These can be used in call centers for troubleshooting/tech support,

as the salaries are dramatically lower than in Europe or the US. In such

situations MNCs choose to outsource their business processes to cost effective

India rather than off shoring to other costly destinations.

Time Zone Difference

India has an 8-12 hour time zone difference with respect to the US and

other developed markets. It is of great advantage in BPO operations, which

offers reduced turnaround times, since processing services are performed at

night hours in the developed countries. India is able to offer a 24x7 services and

reduction in turnaround times by leveraging time zone differences. This

difference in time zone is because of India's unique geographic location. When it

is day in India, it is night in America and even as we go to bed, they rise and go

to work. This time difference has been intelligently brought to their advantage by

the call centers/BPOs.

Most of the Indian call centers servicing American customers have timings

between 5:30 p.m. to 9:30 a.m. This time zone difference benefits not only the

Americans but also the Indians. Not only does the time difference allow Indian

companies/BPOs/Call centers to service American clients by working in the

nights, it also helps in better utilization of their resources. The companies can

utilize the same resources to serve other clients in India and abroad during the

day. Thus the time zone difference also helps in sharing of resources which, in

turn, saves costs and also earns call centers better revenues.

Some Quick Facts about BPO Industry

1. The objective of the government policies has been to sustain competitive

advantages in human resource, telecom and other infrastructure areas.

2. The Indian IT-BPO sector (including the domestic and exports segments)

is growing at an estimated 28 percent in FY2007.

3. Banking, Financial Services and Insurance, and Technology (Hi-tech/

telecom) are the main verticals, accounting for nearly 60 percent of the

total; Manufacturing, Retail, Media, Utilities, Healthcare and

Transportation follow – also growing rapidly.

4. Abundant talent: India’s young demographic profile is an inherent

advantage.

5. Telecommunications infrastructure – the key elements of business

infrastructure required for running an IT-BPO operation have been

instrumental in supporting the growth of the sector.

6. Cost advantage, attributed to the wide differential in wage-costs and

productivity gains achieved by firms in sourcing from India, continues to be

a compelling driver of decisions to source services from India.

7. Laws such as the IT Act 2000, Indian Copyright Act, Indian Penal Code

Act and the Indian Contract Act, 1972 provide adequate safeguards to

companies off shoring work to US and UK

8. NASSCOM McKinsey report projects BPO exports at $25 billion in 2010

and direct employment at over a million persons

9. For every person who gets a BPO job, hundreds of friends, relatives and

neighbors are inspired and see hope, which channelises the energy of the

young to constructive purpose

10. In FY 07, the Indian ITES-BPO segment grew by 33.5% per cent

contributing USD 8.4 billion to the total software and services exports of

USD 31.4 billion.

2 TOP BPO COMPANIES NASSCOM’s Ranking of Third Party ITES-BPO Companies FY06-07

Rank Companies

1 Genpact

2 WNS Global Services

3 Transworks Information Services

4 IBM-Daksh

5 TCS BPO

6 WIPRO BPO

7 FirstSource Solution

8 HCL BPO

9 Infosys BPO

10 EXL Service Holdings

11 Citi Group Services

12 Aegis BPO Services

13 HTMT Global Services

14 24/7 Customer

15 Mphasis BPO

3.1 COMPANY PROFILE e4e BUSINESS SOLUTIONS headquartered at Santa Clara, CA, USA

was established in November 1999, promoted by Dr. Sridhar Mitta, Mr.

Somshankar Das and Mr. K B Chandrashekar.

Through its Strategic Business Units- Support Practice & Appli Structure in

Technology, Financial and Health Care it provides BUSINESS PROCESS

OUTSOURCING services to clients across USA, EMEA (Europe Middle-East

Africa) & APAC (Asia Pacific) from its delivery centers in

Phoenix, AZ, USA Hunt Valley, ML, USA Glasgow, Scotland

Kaulalumpur, Malaysia Bangalore, India Chennai, India

With sales support offices in Austin, Colorado, New Jersy and London.

e4e’s Policies are customer centric; decisions related to internal policies

are taken by respective department heads and that of external by operations. At

e4e customers form the top part of the organizational hierarchy followed by

people who interact with them and then by the rest of the organization. e4e is

being rightly rewarded with double digit revenue growth for its customer centric

policies with 3500 employees.

In the year 2000 e4e started mortgage outsourcing service. In the year

2006 e4e Business Solutions entered unto the Health Care Facility and in 2007

started off Chennai facility housing 1200 employees.

3.2 PROMOTERS

Mr. Somshankar Das President, CEO and e4e Founder

Somshankar Das (“Som”) is e4e's President and Chief Executive Officer

and co-founder. He has 31 years of experience in various roles in management,

High Tech and Venture capital businesses.

Prior to joining e4e, Som was a General Partner with Walden

International, a first tier global venture capital firm. At Walden, Som specialized in

semiconductor, software, IT service, and Internet infrastructure markets. Som

was instrumental in creating a portfolio of service companies including Mind Tree

Consulting, Techspan (acquired by Headstrong), Sierra Atlantic, WebEx

(NASDAQ: WEBX), and Unimobile. He also established the Walden India Nikko

Fund in 1998, the first technology focused Venture Capital fund in India.

Som has over twelve years of management experience in the US

semiconductor industry, and was actively involved in establishing Malaysia 's first

commercial silicon wafer foundry. Prior to joining Walden, he was Director for

Worldwide Business Development at VLSI Technology, Inc. and was previously

an Officer in the elite Indian Administrative Service in India for 11 years.

Som currently serves on the board of directors of Aztec Software, a public

company listed on the Bombay Stock Exchange in India .

Som holds an MBA from Stanford University and an MS in Physics and

Mathematics from Calcutta University.

Dr. Sridhar Mitta Managing Director, CTO & e4e India Founder

Dr. Sridhar Mitta, Managing Director and Chief Technology Officer of e4e

in India brings extraordinary technological and strategic depth to e4e. For over 30 years, Sridhar has been an internationally recognized expert

in the management of Research and Development in Information Technology. He

was the founder and CEO of Santa Clara, California based EnThink Inc. an

intellectual property design and licensing start-up for semiconductor building

blocks for Internet Appliances.

He was involved with Wipro Limited since its inception in 1980 and played

a key role in Wipro achieving technology leadership. As its Chief Technology

Officer and the head of Wipro's Global R&D he spearheaded strategies which

transformed the captive business unit into a profit center. He pioneered global

delivery of outsourced product development services to technology majors such

as Intel Corporation, Cisco Systems, Lucent Technologies, and Sun

Microsystems. Wipro became the highest valued company in India during his

tenure.

Sridhar holds a PhD and MS from Oklahoma State University; an MS from

the Indian Institute of Technology, Kharagpur; and an undergraduate degree in

Electrical and Communication Engineering from Andhra University, India. He is a

senior member of IEEE and Fellow of Indian National Academy of Engineering.

Mr. K B CHANDRASHEKAR Chairman of the Board

K.B. Chandrasekhar ("Chandra") co-founded and is Chairman of e4e Inc.

a global technology holding company and full-service operating enterprise. In

addition to his leadership role in e4e, Chandra is also a co-founder, CEO, and

Chairman of Jamcracker, Inc., an on-demand software company.

Serving since 1998 on the Board of Directors for Aztec Software and

Technology Services Limited, a publicly traded company in the Bombay Stock

Exchange, Chandra was appointed Chairman in 2004. He is actively involved in

assisting entrepreneurs and is currently associated with more than 20 projects in

which he has invested.

In 1990, Chandra moved to the United States as country manager for Rolta India,

Ltd., where he was responsible for business development, marketing, and

software consulting services. Chandra began his career in 1983 at Wipro, an

Indian information technology company, as a customer support engineer. During

his seven years with the company, he advanced through various sales,

marketing, and support functions including building highly available networks for

satellite applications and managing marketing for its European clients.

Chandra was born and raised in Chennai, India and holds a bachelor's

degree in Electrical and Electronic Engineering from Anna University.

3.3 BOARD OF DIRECTORS

K.B. Chandrasekhar

Chairman of the Board

Deepak Kamra

Director

William Melton

Director

Somshankar Das

President, CEO & e4e

Founder

Dr. Sridhar Mitta

Managing Director, CTO

& e4e India Founder

3.4 Vision To provide Business Value through Services

3.5 Mission

To be recognized as a Global Business Services Company, delivering differentiated services in our chosen vertical markets

3.6 LOCATION MATRIX USA

UK INDIA

3.7 e4e’s CLIENTS

4. SERVICES OFFERED

4.1 Financial Services

e4e provides financial services to more than 100 big and small clients

helping them to reduce costs, improve profit margins and enhance process

efficiencies. Our real success is rooted in one overarching idea - continuous

improvement of our customer’s experiences, profitability and process efficiency.

Mortgage Industry today

Mortgage brokers and lenders are facing three major challenges -

unpredictable demand, crowded supplier market and higher regulatory oversight.

As a consequence more brokers are chasing a small number of loans and

lenders have to deal with higher risk and declining profit margins.

Competing in this environment requires brokers and lenders to reconsider

their business strategies to acquire more customers, reduce application

processing costs and time, reduce capital risk and overheads, and achieve

regulatory compliance.

MORTGAGE SERVICE Delineating the mortgage outsourcing industry

Since 2000, when e4e started out into the mortgage outsourcing business,

e4e has helped more than 100 big and small clients reap the benefits of

investments in business

Process development, technology and staff, all of which reduce costs, improve

profit margins, and enhance process efficiencies.

In the past 2 years, e4e has closed and serviced over $16 billion in

mortgages. e4e has continuously added layer upon layer of sustainable expertise

to their internal processes and technology, keeping in mind each client brings its

own unique challenges and specific needs.

Our unique global mortgage-outsourcing model is the solution that can

help you achieve the benefits of outsourcing while keeping your costs at the

lowest.

4.1 A Loan Acquisition

Tele sales Loan Acquisition

1. Increase your loan pipeline

2. Live transfers of interested applicants ensure higher loan closure rate

3. Pay for performance. You pay only for each lead delivered

4. Relevant information for each qualified lead transferred to loan officer

5. We offer flexible programs to suit your requirements

Live transfers of qualified leads to Loan Officers

In house center to offer Guaranteed Quality

Exclusive Leads for every client

Tele sales with Do Not Call compliant lead lists

4.2 B Loan Processing

e4e offers loan processing services around the clock with quick

turnaround time. Now you can close more loans, focus on your customers and

reduce your loan processing time and cost by half by benefiting from e4e’s fast,

cost effective loan processing.

Application Management Vendor

Management

Verification Services Customer

Management

Doc review Verification Services Doc Prep Post Close Audit

Mortgage Verification Employment Verification Insurance Verification Payoff Verification Bundling Support

Inference with: Appraisal Company Title Company Flood Service Company

Inbound Call Centre Support Email/Chat Support

4.3 C Loan Verification The value proposition for the customer is unique. Unlike automated

verification companies that charge high prices and only verify less than 15% of

those presented, we are the lowest price per verification and complete over 80%

of all requests in 3 business days.

Payoff Verification Asset Verification

Employment Verification

Mortgage Verification Insurance Verification

Verification

Services

4.2 Technology Services

e4e’s Technology Services spans the process of developing, testing as

well as management and deployment of business applications. It also includes

ongoing technical support for enterprise and consumer users. e4e’s technology

services tie in closely with our business process offerings so that companies IT

assets are leveraged to deliver what they are intended to – More Business Value

for less cost.

4.2 A TECHNICAL SUPPORT - e4e addresses 2 important markets for

technical support

1. Enterprise technical support

There are several products, applications, services deployed in critical

infrastructure in large enterprises. These products, applications, services are

used by sophisticated and technically sound staff like network administrators,

system administrators, software administrators. When they seek technical

support, they expect to talk to a product and functional specialist capable of

understanding their issues in a comprehensive manner and someone who can

provide diagnostic and remedial help.

When the products, applications, services are down, usually it’s a

business or mission critical situation.

The transaction volumes are comparatively less in an enterprise technical

support scenario, but each call could be of extreme importance to the vendor.

e4e today supports several leading consumer electronics, computer and

software vendors in this market segment.

2. Consumer technical support

There are products, services, applications that are used by the end user.

These are used by people who are less sophisticated technically. The volume of

end users could be very high and they must be generating a large volume of

transactions for technical support.

e4e today supports several leading consumer electronics, computer and

software vendors in this market segment.

TECHNICAL SUPPORT SERVICE OFFERINGS ARE:

1) 24x7 Level 1 to Level 3 technical support

a) Level 1 support is defined as the first point of contact for a service request.

Level 1 technical support typically includes the following support activities:

Answers to 'how-to' and navigational questions, resolution of simple

product problems, troubleshooting of technical problems (including

connectivity, configuration, etc.), administration (password resets, etc.),

diagnostic processing and gathering of technical troubleshooting

information, escalation to Level 2 for problems which cannot be resolved

at Level 1, and case ownership to resolution

b) Level 2 support – escalation handling from Level 1

c) Level 3 support – simulation and interaction with engineering

d) Offered through multi-channel – voice, web, mail, chat

e) 24/7

f) Globally – US, EMEA, APAC

2) Self-Service

a) Establish the self-service platform

b) Create the self-service content

c) Ongoing management including continuous creation of content

3) Support Integration Testing:

a) Establishment and maintenance of QA (Quality Assurance) lab

b) QA (Quality Assurance) and Testing services

c) Down-streaming the knowledge to L3,L2,L1 staff

4) Duty Management

a) Client specific escalation management including direct issue handling with

the end clients on specific executive escalations

5) Content Management

a) Case analysis and content creation

b) Updates into the self-service portal

6) Technical Account Management

a) Executive technical relation with large clients for specific and tailored

support solution

7) Analytics

a) Business and usage analytics towards improving

(a) support processes

(b) products

(c) revenue

8) Tools:

a) Self service (no Hold, Right Now)

b) Case management (Right Now)

c) Knowledge management (Right Now)

d) Chat (Right Now)

e) RMA (Risk Management Association) management

f) CSAT (Customer Satisfaction) management (Service 800 or in house)

4.2 B APPLICATION STRUCTURE 1) APPLICATION MANAGEMENT

ERP (Enterprise Resource Planning) implementations provide a backbone

of shared data. This backbone supports a whole range of information-enabled

services that business users request from the IT department. Ideally, this ERP

backbone would do its job quietly in the background with minimal intervention. In

reality, IT departments invest huge resources in the care and feeding of their

ERP systems. In many cases, the diversion of resources is so great that it

severely constraints IT's ability to deliver new services to business users. As a

result, the overall return on investment that IT can deliver is undermined and

competitive advantage is eroded. e4e’s Application Management Services are

designed to cost effectively offload a broad range of application management

responsibilities. AMS offers considerable cost savings and enables staff to focus

on meeting core business requirements.

Services can be delivered through various modalities including fixed cost,

fixed deliverables, and service level agreements. Services packages can include:

application maintenance, support, development, training and providing

specialized expertise knowledge transfer and transitioning are key issues for any

outsourcing agreement. These services can be scaled up and down depending

upon varying requirements All confidential information remains on site e4e AMS

is delivered using the most sophisticated available collaborative project

management technology to provide completely transparent review and control of

highly distributed projects. e4e take on tedious and time consuming tasks.

Client’s staff has new bandwidth to take on business critical challenges

that can deliver competitive advantage IT staff can get ensnarled resolving

arcane application management problems. Application maintenance is an

unproductive diversion for companies; it is e4e’s core competency.

2) INFRASTRUCTURE MANAGEMANT

With today’s IT organizations constantly focused on reducing the

operation costs and maximizing ROI to the business, IT has become a

competitive advantage. Organizations are challenged to demonstrate and

maximize the value of IT and ensure that the applications and services are

available, all the time, on a 24/7 basis. e4e’s infrastructure management services

provide an unprecedented visibility into the service quality and health of the IT

environment by continuously monitoring critical applications, services and

underlying infrastructure on 24/7 bases. Using e4e’s remote management

services, customers are able to identify and resolve infrastructure problems

before they can adversely impact business and reduce overall cost of operations

Your IT infrastructure is at the heart of your business. System failures and

slow-downs can diminish productivity; reduce customer satisfaction and possible

even loose business!

4.2 C TESTING

Different tests use different dimensions, or characteristics, to measure

product quality. Here are some of the tests that e4e perform by adding

customized tests to meet clients specific requirements

i) functionality and regression testing

ii) configuration management testing

iii) robustness, reliability, and security testing

iv) logo compliance and certification testing

v) compatibility testing

vi) Interoperability/integration testing

vii) globalization /localization /user interface/ accessibility

4.2 D SOFTWARE ENGINEERING

The e4e Group's heritage lies in the world of software engineering

services. Since the high technology vertical is one of our focus areas, e4e has

aggressively built out a strong capability in the area of developing, testing and

maintaining software products and platforms. This capability directly leads to help

both Independent Software vendors (ISVs) as well as enterprises seeking to

modernize and streamline their business operations through the deployment of

Internet based technologies. Our knowledge of working with ISVs' product

development programs give us great insight into how these products get

deployed in enterprise environments. This gives us the ability to develop and

offer solutions based on a marriage of our technical skills and domain

knowledge. e4e has the technical skills, mature processes and methodologies

and the track record to help ISVs implement their product road maps over time in

an efficient and cost effective manner. This significantly contributes to the

competitiveness of ISVs by ensuring rapid introduction of reliable products to

their target market segments.

In the case of enterprises, the traditional challenge facing management

has been - how to align, in a cost effective and timely manner, the capabilities of

modern internet based technologies to the business goals and challenges of the

enterprise in an internal environment populated with legacy systems. In house

teams by themselves find it difficult to raise to these challenges, given the need

to maintain existing systems, the pressures of day to day operations and the

comfort associated with doing things the old way. e4e can, in a partnership

mode, work with enterprises, to understand their business imperatives and

partner with their IT and business groups to find innovative solutions designed to

increase their competitive posture.

4.3 Healthcare Services

e4e Healthcare Services is a company dedicated to providing a suite of

practically managed Health Care solutions to the nation's payers and providers of

health care services. This suite of solutions is equally applicable to managed

health care plans, self-funded employee benefit programs, and health care

provider networks. e4e Healthcare Services has amassed valuable experience in

offering turnkey, unbundled and ASP (Application Service Provider) services to

customers in multiple states.

e4e provides 2 kinds of services in healthcare

4.3 A PROVIDER SERVICE As managing ones practice’s financial performance continues to be

a significant challenge, it is more important than ever for Medical Service

Providers to have the ability to establish and maintain strong positive cash

position. The sheer complexity of today’s industry’s operating process creates

an environment where it is difficult to collect all that medical service providers

are owed for the services they have to provided. At times it seems as if each

industry stakeholder that they deal with has their own unique set of rules and

processes designed to obstruct the smooth running of ones practice. In the

past the answer was to hire staff that had the experience to navigate these

treacherous waters, however today it is almost impossible to find experienced

staff and even when you are successful, retain them.

e4e Healthcare Solutions has the answer.

REVENUE CYCLE MANAGEMANT CYCLE SERVICE

CODING

REVENUE RECOVERY

CHARGE CAPTURE

PAYMENT POSTING

RECEIVABLE FOLLOW-UP

4.3 B PAYER SERVICES

Transaction processing

1) Eligibility Tracking and Verification

2) Initial and ongoing enrollment of groups and members/benefits

3) Ongoing maintenance of group and member demographic data

4) Coordination of benefits including TPL/COB

5) On-line provider access to eligibility and benefits through

PRIMEridian DIRECT® and voice response technology

6) Referral Processing

7) On-line referral processing/authorization services through

proprietary PRIMEridian DIRECT® and voice response technology

8) Claims Payment

9) Electronic as well as paper collection of claims

10) Imaging/OCR and processing of claims

11) Adjudication of claims based on eligibility/ benefits/ authorizations/

fee schedules

12) Generation of checks and EOP/EOBs

13) Administration of opt-out benefit plans (dual and triple option)

14) Provider on-line claims payment status access through proprietary

PRIMEridian DIRECT® and voice response technology

15) Full claims inventory/workflow reporting

16) Capitation administration

17) Capitation file maintenance and payment processing

18) Integrated capitation and eligibility reporting

19) Plan member management

20) Quality and Utilization Management

21) Development/implementation of quality and utilization management

programs to NCQA standards

22) Implementation of referral guidelines

23) UM and QM Committee Administration

24) Full prior authorization/pre-certification review process with auto

approval or review of all requests for referral authorization

90%+ authorization turn-around in 24 hours

25) Regulatory compliant auto-generated notices/letters sent to

providers/patients

26) Case management and concurrent review of inpatient stays

27) Review and tracking of all member grievances, responses, and

intervention

28) Comprehensive reporting of outpatient/inpatient utilization/quality

statistics

29) Customer Services

30) Personalized client toll free number for immediate connection to

customer service representatives

31) Full member services including member outreach in the resolution

of concerns and other activities

32) Customer services reporting / trending by product, provider, etc.

5. MANAGEMANT TEAM

Somshankar Das President & CEO, e4e Founder

Dr. SridharMitta Managing Director, CTO & e4e

India Founder

Murrali Rangarajan Chief Operating Officer

Steve Kuntz Executive Vice President,

Strategic Sales

Anand Talwai

Executive Vice President, Quality

& Strategic Initiatives

Narasingarao Dataram Executive Vice

President, Strategic Operations

Sridhar Turaga Vice President, Solutions

& Strategic Accounts

Siv Thiyagarajan President, Tech Support Services

Vaibhav Tewari

President, India Operations Geoff Smyth

President, Financial Services &

Health Care Services

Ravi Shankar Chief Financial Officer

Ranjan Guha President AppliStructure

Gokul Agarwalla Business Development

Dave Walsh Business Development

Sonali Singh, Vice President, HR

Alok Sharma, Vice President, Finance

MOHAN KUMAR, Vice President, Quality

KRISHNA KUMAR, Vice President, Technical

GANESH KUMAR, Vice President, Operations

SUDESH, Vice President, Administration

President & CEO

Managing Director

Chief Operating Officer

Vice President HR

Vice President Finance

Vice President Quality

Vice President Operations

Vice President Technical

Vice President Administration

Manager

Manager

Manager

Manager

Manager

Manager

6. ORGANIZATION STRUCTURE

7. FUNCTINOAL DEPARTMENTS

HR Objective:

1. To maintain good relation between employer and employee

2. To maintain good industrial relations

3. To recruit right person and employees right number of employees

4. To help individual development

Functions: 1. Recruitment

2. Job analysis and job description

3. Promotion

4. Training and development

5. Wage and Salary Administration

6. Rewards and incentives.

7. Benefits and employee services

8. Safety

9. Grievance and Grievance handling

10. Discipline and disciplinary actions

QUALITY Objective:

1. Process improvement

2. Cost reduction

Functions:

1. Technical support to agents & departments in general

2. Administrative & maintenance of department in general

3. To provide feedback

4. To check for standards

5. Automates key processes to enhance their efficiency

6. Assures effective implementation of defined processes, frameworks

and methodologies applicable to software, business and support

processes

7. Facilitates measurement of customer satisfaction

FINANCE

Objective:

1. Effective and focused business planning

2. Facilitating budget and revenue sign-offs by units with interlocked

targets

3. Providing Accounting Services, Statutory Compliance and Business

Process Facilitation, Investor Relations, and Corporate Governance

related services

Functions:

1. Billing and Collection

2. Financial Accounting

3. Budgeting and Reviews

4. Statutory Compliance

5. Corporate Governance

6. Secretarial

7. Retail Investor Services

SALES OPERATIONS Objective:

1. Support to sales team

2. For sales acceleration

Functions:

1. Pricing

2. Documentation

3. Presentation

4. To align sales operations with market dynamics

8. SWOT

STRENGHTS 1. e4e with 3500 employees 2. The management takes quick decision 3. Flexibility related to client relations 4. Innovation in terms of technology and business

development standards 5. Any level of management is accessible by clients for

better service 6. Risk Taking Ability

WEAKNESS 1. Its organization size when compared to that of its

competitors 2. The management is less automated 3. Attrition- Employees gain experience & skip job to other

companies 4. Fragmented functional offices

5. High training costs

OPPORTUNITIES 1. Huge Market 2. Inorganic Growth 3. Need for companies to focus on core competency 4. Benefits of cost cutting 5. Talent pool

THREATS 1. Captive Centers- have their own advantages related to

security of data and patents 2. International Players with huge organization size 3. New low cost destinations like Philippines, Australia, China

and Ireland 4. Federal Laws- lawmakers in US object off shoring BPO

services fearing job crunch 5. Corporate Espionage- obtaining confidential data of

competitor companies illegally 6. Mergers and Acquisition- competitors slice a significant

sector of the market pie inorganically 7. Near Shoring- involves economic benefits of offshoring with

cultural, linguistic and geographical similarities 8. Domain Specific Service Providers would be first choice of

BPO clients 9. Multi Location Off shoring to ensure uninterrupted services 10. Expansion of domestic BPO industry

PART 2- RESEARCH PROJECT

9. PART 2A- RESEARCH BACKGROUND

9.1 NEED AND IMPORTANCE OF THE STUDY

Given the INDIA ADVANTAGES of providing BPO services to global

customers, a company like e4e (which is BPO services domain expert) seeks to

stamp its presence as a BPO player. As an endeavor in this direction the

company is pursuing an effective marketing technique in the BPO domain in

order to slowly transform into a TOP BPO player.

Hence a COMPETETIVE INTELLIGENCE research was carried out in this

regard to identify the competitors, their business processes and to align the sales

requirements to that of market dynamics and to add in new clients to the list of

existing clients, thereby leveraging the respective competencies to be a dominant

player in the future.

Hence the need for the study assumes crucial importance in this direction and as well provides knowledge for the researcher.

9.2 PROBLEM STATEMENT

1. To identify competitors

2. To know about their business processes

3. To know about their clients

4. To know about their clients vendor managers

9.3 RESEARCH OBJECTIVE

To gather information about e4e’s competitors based in Bangalore,

Chennai and Hyderabad who provide technical and/or customer support services

to international clients.

By information we mean the clients name, the product support give to

them and about the vendor manager.

9.4 LIMITATIONS

1. Research investigations are beset with time and resource constraints.

2. The authenticity of the research matter is based on the information given

in the portals of the companies.

3. The information which we have considered from the portals might be given

to mislead.

4. The researcher had no idea as to the sample size or number of the

company websites to be visited as the basis of clustering was on

geography.

9.5 COMPETITIVE INTELLIGENCE

Competitive Intelligence (CI) is both a process and a product. The process

of Competitive Intelligence is the action of gathering, analyzing, and applying

information about products, domain constituents, customers, and competitors for

the short term and long term planning needs of an organization. The product of

Competitive Intelligence is the actionable output ascertained by the needs

prescribed by an organization.

Key points of the definition:

1. Competitive Intelligence is an ethical and legal business practice. (This is

important as CI professionals emphasize that the discipline is not the

same as Industrial espionage which is both unethical and usually illegal).

2. The focus is on the external business environment.

3. There is a process involved in gathering information, converting it into

intelligence and then utilizing this in business decision making.

The term is often viewed as synonymous with competitor analyses but

Competitive Intelligence is more than analyzing competitors — it is about making

the organization more competitive relative to its existing set of competitors and

potential competitors. Customers and key external stakeholders define the set of

competitors for the organization and, in so doing, describe what could be a

substitute for the business, votes, donations or other activities of the

organization.

9.6 RESEARCH DESIGN

Type of data: Secondary

Data collection: Through Internet

The method best suited for our research objective is through internet as data

related to business processes are considered confidential in organizations

and can be obtained only through internet.

Websites like www.bpoIndia.org and others provide list of BPO companies in

India and their web link, so logging on to these company websites and by

clustering this huge database of companies on the basis of the location and

services which we are looking for would serve the net based search.

Part 2B- Research Findings

10. RESEARCH FINDINGS

VENDOR MANAGERS INFORMATION

COMPANY VENDOR MANAGER(S)

NAME WEBPAGE

Accel Ltd. Mr. Tim Vroman, CFO,

Cypress Care http://www.cypresscare.com/company_bios_tim-vroman.htm

Aditi

Technologi

es Pvt.,

Ltd.

Mr.Paul Maritz, Founder

and CEO. Seattle, USA. http://www.picorp.com/about/execbios.htm

Mr. Sayee Gurumurthy http://www.infospace.com/

Beyond

2000

Technologie

s

Ms Lisa Leal, Manager,

Padre South Hotel, Texas http://www.spichamber.com/listings.php?subid=113

crossdoma

in

Mr Gary Mann, MD cabrinda

business service http://www.cob.ohio.edu/cms.aspx?cid=1819

Congruent

Solutions

Mr. rachel Ahields, dir. of

tech. moving.com

http://www.zoominfo.com/people/Shields_Rachel_1126180773.as

px

Mr. Ariel Spivak, RedPill

solutions http://www.redpillsolutions.com/rp_about02_ariel.asp

Mr. Ren Mohan, CTO ,

Intelligenxia http://www.intelligenxia.com/company/management.htm

Dr. Bobby Kurshan, CTO ,

Get A Clue http://www.fablevision.com/

Mr. Kraig Robson, President http://www.isodynamic.com/web/about_news_10_16_2001_3.htm

Mr. Terry Fry, principle

consultant http://www.nexant.com/about/about-manag.html

Fortune

Infotech

Mr. Thomas M Romanowski,

Snr. VP, (operations) DIT Inc.

Ms Marilyn Marriott

http://www.ois.com/corporate/corp-1-2.asp

Mr. Gary J Arnold http://www.zoominfo.com/people/Arnold_Gary_101730201.aspx

Dr. Keith Campbell, MD

Trinity Occupational health http://bmi.stanford.edu/alumni.htm

htc

software

deve.

Centre

Mr. Thomas Tisko, Vice

President-Business

Operations

http://www.bullseyetelecom.com/ExecutiveBios.aspx

Medsoft

India Pvt

Ltd

Dr. Jeffrey P. Allerton M. D,

FACP

http://www.guthrie.org/FindAPhysician/Physicians/default.asp?DO

C=1684

Dr. Susan O’Donnell, NRC

Institute for Information

Technology

http://iit-iti.nrc-cnrc.gc.ca/personnel/odonnell_susan_e.html

Mainstay

Mr. Simon Blackburn Head

Of Customer Service at

THUS plc

http://www.linkedin.com/pub/0/878/573

Rhombus

Mr. Kim Brown,Senior

Manager,financial

processing,Reedy Creek Plaza

932 Maynard Road #107

Cary, NC 27519-3251

919-677-3874 phone

919-677-3875 fax

Service Offered - Call Center

Services

http://www.fprocessing.com/

Mr. Mike Rosenthal,siteler

wash, 950 high school

way,#3113 mountain view,

CA, 94041.Service Offered -

Call Center Services

http://www.sitelerwash.com/

Mr. Marianne

Houlahan,Regional

Director,REALTY

EXECUTIVES of Northern

California Inc.,.SERVICE

OFFERED Mortgage Loan

Management

http://www.realtyexecutives.com/

Mr .Thomas howard

recruiting,CA, USA http://www.howardrecruiting.com/

Dr. Chanda kale , - New

York, USA (917-881-3048)

Service Offered - Patient &

X-ray Management For

OrthoDentists

Source 1

HTMT

Mr. Brett Flinchum - Director

Customer Operations Covad

Communications

http://www.linkedin.com/pub/0/A4/547

Mr. Carla Navallo - Former

Senior Project Manager;

Consumer Affairs,Bristol-

Myers Squibb,

www.bms.com/

COMPETITORS AND CLIENTS INFORMANTION

COMPANY CLIENT(S) / COMPANY

NAME CLIENT(S) WEBPAGE

Accenture Deutsche bank

AOL Member Services

Adarsh solutions http://www.adarshsolutions.com/swde

vCli.html

Allsec

Ajuba Solutions (I) Pvt Ltd.

All Zone Management solutions http://www.acermed.com/

Ambal technologies http://www.ambaltech.co.in/Clients.ht

m

Amtexsystems http://www.amtexsystems.com/html/pr

ofile/clients.htm

Accu-Swift

Acuserv

Aditi Technologies Pvt., Ltd. ALL CLIENTS http://www.aditi.com/clients/clients.htm

Docusign http://www.docusign.com/about_us/m

anagement_team/

smartcontractor http://www.smartcontractor.ca/

Aegis

Aegis IT Solutions

Affiliated Computer Services

(ACS)

Anjani Solutions

Arithma http://www.zeetaa.com/arithma/Detail/

OurClients.asp

Ascendas Pte Ltd. http://www.ascendas.com/home/custo

mers/customers.html

Affiliated com. Serv. Of India

B2K Corp

Bizprout Corporate Solutions Pvt.

Ltd.

http://www.bizprout.com/valueclients.h

tm

Beyond 2000 Technologies

http://www.bytindia.com/clients.htm

http://www.safetec.com/contactus.htm

http://www.ecotec.com.cn/index.html

Benelus Technologies Pvt Ltd

Brigage

Bharathi MediScribe Pvt. Ltd.,

Business Process Services

International (BPS)

CBay Systems

Cosmic Internet Technologies

Solutions Pvt. Ltd

crossdomain

Customer Focus Services http://ipsmarx.com/

cambridg

CLI3L e-Services

Client Outsource

Chakkilam Infotech Ltd http://www.chakkilaminc.com/clients-

partners.html

Cherukuri BPO

Clove Technologies Pvt Ltd http://www.clovetech.com/testimonials

.asp

Computech Enterprise Solutions

Core software Pvt Ltd

Ceequence

Chrysalis

Core Software

calibere point

DCS BPO

Desss http://www.desss.com/testimonial.htm

Dprocessing Services

DECCAN MULTISOURCING

PRIVATE LTD

Easiprocess http://www.easiprocess.com/jhl.aspx

Elsoft Technologies Pvt Ltd http://www.elsoftech.com/clients.htm

Endevour info services pvt ltd

Edit support

Epi Source Pvt Ltd

eStreet Inc

E2E Serwiz solutions Pvt Ltd

Elico Ltd

eFunds

Electronic Technology Systems http://www.ets-

india.com/customers.htm

Espire Infolabs

Far BPO

FirstSource

Gleam info services

Gold Stone BPO services http://www.goldstonetech.com/compa

ny/clients.htm

Great9 Infoservices Private

Limited

GOLPORE IMS http://www.gloporeims.com/le

adership.php http://www.gloporeims.com/index.php

Greynium Information technology

pvt ltd

http://www.greynium.com/clients/testi

monials.html#david-scuolaz.com

GSS America http://www.gssamerica.com/ourclients.

html

genuk

htc software deve. Centre http://www.htcinc.com/website/insidep

age.asp?page_id=46

HCL

HTMT

i-Data NTTF Integrated Services (Pvt.)

Ltd

i-SmartCAD Solutions

I GATE Royal Bank of Canada (RBC) http://www.igate.com/clients.htm#top

Radian Group

ING Vysya Bank

Kwik-Fit Insurance

Garlock Sealing Technologies

Immaculate

Indecomm global services

Intelnet global solutions

iTech Workshop

i-Spectra solutions

InfoSearch Services BPO Pvt Ltd

Infotronics Pvt. Ltd

Integrated Software Solutions Pvt Ltd http://www.iss-global.com/clients.html

I QUEST SOLUTIONS

iBridge BPO

InfoVision Group http://www.infovisiongroup.com/lufthan

sa.html

http://www.infovisiongroup.com/airtel.h

tml

http://www.infovisiongroup.com/whirlp

ool.html

InteGlo

Inter World Contact Center

InterCall

IQ BackOffice

iTouchPoint Technologies

Jiva Infotech

KNOAH

Manthan Services

Macro Infotech Pvt Ltd

Mysoft International Pvt Ltd

Mphasis

media plus infotech http://www.mediapulsetech.com/html/c

lientele_international.htm

McLansSys http://www.mclansys.com/testimonials.

htm

NetraScribe

NetEdge http://www.netedgecomputing.com/clie

nts/case-studies.aspx

OKS Group http://www.oksgroup.com/en/featuredc

lients.asp

Planet soft http://www.planetsoft.com/projects.asp

Quest infomatics pvt ltd volvo USA http://www.questinformatics.com/html/

clients.htm

Quscient Business Services

Revons IT Solutions Pvt. Ltd

Raasi Callnet

Rhombus ALL CLIENTS INFO http://www.rhombustechnologies.com/

main.asp?page=ourclients

ce productions,Service

Offered - Call Center Services

- B2B Telemarketing to Real

Estate Agents

http://www.ceproductions.com/

Flyontime Inc. NY, USA

Service Offered - FlyOnTime

Application

http://www.flyontime.com/

Leeper Appraisal, LA, USA

Service Offered - Intranet For

Real Estate Appraiser

http://www.leeperappraisal.com/

mortgage advisory council

of america, Service

Offered - Web Application

http://www.mortgageadvisorycouncil.c

om/

SerWizSol

Slash Support

Source 1 HTMT

Brett Flinchum - Director

Customer Operations Covad

Communications

http://www.linkedin.com/pub/0/A4/547

Carla Navallo - Former Senior

Project Manager; Consumer

Affairs,Bristol-Myers Squibb,

www.bms.com/

consumer electronics industry http://www.source1htmt.com/clients/co

nsumer-electronics.html

covad www.covad.com/

prestigebrands www.prestigebrands.com/

medtech Inc http://www.medtech-grp.com/

blockbuster http://www.blockbuster.com/

Sutherland Global Services

Syndrome Technologies

Skyes

Sundaram Business Solutions

Subhashree infotech australian clients http://www.bpo.shree.co.in/clients.htm

Smart Bridge Solutions Pvt Ltd

SSPS Pvt Ltd

Swaraj Comm Technologies Pvt Ltd indo soft international http://www.vertexcs.com/

servion global solutions

Topsy systems Pvt ltd http://www.topsyssolutions.com/Custo

mers.htm#DC

Transworks

Tandem Consulting Pvt Ltd http://www.tandemconsulting.co.in/clie

ntele.htm

Trivent systems

TeamWorks Softech Pvt Ltd

Thrinaina Informatics Ltd.

Tracobi Healthcare Services http://www.tracobi.com/html/industry-

links.htm

Talisma

Vee Technologies

Vennar Soft, Inc

Viteos

Varisoft technologies

Vital BPO Pvt Ltd http://www.vitaltech.biz/clients.html

Vasuki Technologies

Vinstel

Vyom Labs

Wipro

Xceed Service Support

24/7 Customer

Basis of clustering for SECONDARY DATA SEARCH Verticals – technical and/or customer support service Location – Bangalore / Chennai / Hyderabad

10.1 INFERENCE

1. 142 companies identified that provide similar service as e4e do

2. 11 companies vendor managers information obtained

3. 26 vendor managers information obtained

4. Database of secondary data search with regards to this research is

prepared which would aid in further such research

5. Information related to clients are maintained very confidentially in

organizations

6. Understand the various facts of business development in the BPO industry

with ground realities

10.2 SUGGESTIONS FOR FURTHER RESEARCH 1. Further research can be pursued by the organization in this field either by

themselves or by employing future management trainees or by

outsourcing it to contract research organizations.

2. Our efforts would bare more fruit if data related to e4e’s clients are

maintained confidentially in the portal

3. For management trainees it could be a new concept so training about the

approach to gather information would prove effective

11. BIBLIOGRAPHY Internet

www.linkedin.com

www.e4e.com

www.bpoindia.org

www.nasscom.org

www.callcenterdirectory.net

www.bangalorebest.com

www.zoominfo.com

www.theoffshore100.com

www.google.com

www.doorsrecruiting.com

www.freshworld.com

www.wikipedia.com

MPBIM Library Books

1. BPO Industry Report By Business World

2. Practical Project Management By R.G. Ghattas & Sandra L. McKee

Magazine

1. The Smart Manager