Natsoft Overview - Corpone BPM

Natsoft Corporation an overview
www.natsoft.us
LLC, USA
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Natsoft – an overview
• Natsoft Corporation founded by Timmy Cheedala and established in the year 2004, is a US head quartered boutique IT Services company with over 2000 employees globally.
• Has established offices in the USA, a global delivery center in India, Blockchain Research lab in Australia and business offices in Singapore, Canada, Mexico and Bahamas.
• Helps over 400 of its clients in overcome their technology challenges, who are predominantly multinational companies spread across industries and geographies.
• Its Services vertical provides services like implementation, maintenance spanning ERP such as SAP, Oracle Applications and others, CRM such as Salesforce and various other custom build platforms.
• Its Solutions encompass Blockchain, Salesforce, Vertica, nslhub, IoT, Cloud, Big Data and legacy modernization.
• The automated legacy modernization offering of Natsoft through its subsidiary Updraft, helps its clients modernize
legacy language like Cobol or ColdFusion to Java or other modern platforms. As a proof of concept, the company has migrated successfully over 100 million lines of code till date.
• Natsoft products are designed and developed using technologies like Blockchain, Java and others to address challenges in agricultural space, overcome operational challenges of large multinationals in the services domain, meet privacy guidelines and various others.
• The BPM capabilities of Natsoft through another of its subsidiary CorpOne provide customer support services, transaction processing, digital marketing and remote infrastructure support.
• Natsoft has over 10 patents to its credit encompassing from Blockchain solutions to legacy modernization. www.natsoft.us
LLC, USA
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Offerings
Services
ERP
BPM
Support Inbound and outbound
RIM
Digital Marketing
VAR
Software
Solutions
Products
HiTrack
Optio Hardware
CCPA Licenses
Analytics CRM Migration SI Custom Built
BlockChain RPA
AI / ML Java IoT .net PowerApps Cloud Data
Modernization
Worxogo Vertica Salesforce
CurtinCoin
Gauge
Transaction Processing
nslhub
Kognitic
Natsoft
Updraft
CorpOne
Partner
Glomatriz
Investments
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www.natsoft.us
LLC, USA


Locations
Business Office O
• Global Headquarters
27 World’s Fair Dr, Somerset, NJ 08873
• Regional Delivery Centre Mexico
• Business Office
57 Taylorwood Road Oshawa, Ontario Canada L1G 7W2
• Global Deliver Centre
21, Sruthi Sadan, Serilingampalli, Gachibowli, Hyderabad, India
• Asiapac Business Office
17 PHILLIP STREET, #05-01, GRAND BUILDING, Singapore 048695
• Pacific Delivery Centre 43, Noongar Way Riverton, Perth, WA 6148
• Business Office Bahamas
Canada
O Global Headquarters NJ, USA
O
Regional Delivery Centre
Mexico O Business Office Bahamas
O Global Delivery Centre India
O Asiapac Business Office Singapore
O Pacific Delivery Centre Australia
www.natsoft.us
LLC, USA
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Team
Over 300 years of cumulative Natsoft core leadership experience. Very high on entrepreneurial quotient, Timmy has been the winner of National ‘First Generation Entrepreneur Award’. Most of leadership have served in CXO roles in their previous stint with fortune companies like IBM, AT&T, Accenture, Motorola, Dell, ADP and other fortune companies.
Timmy Cheedala Srinivas Cheedella Shyam Mamidi Founder & CEO President & MD Chief of Products,
Lenin Kumar Chief of Services
Fred Jakobsen VP-Business Development
Larry Maslow VP-Marketing
Dr.Thomas Weigert Chief Technology Officer
Ramachandran Somasundaram VP- Data Solutions
Solution & CEO Asia
Srinivas Boyapati MD - Australia
Giri Yandamuri Tejashree Rao MD - BPM Executive Director
- HR
DurgaPrasad Madasu Executive Director - Operations
Van Den Berg A Director - Architecture
Frank Weil Director – Modernization
Manish Patel, CPA Chief Financial Officer
www.natsoft.us
LLC, USA
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BPM
www.natsoft.us
LLC, USA
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BPM
Commenced in 2005, it is a 16-year-old organization
Focused on providing Inbound, Outbound, Back Office, Customer Support Services, Transaction Processing, Payroll Management, Collections & Receivables Management, Digital Marketing Services, remote Infrastructure Management and other services.
Over 1500 Customer Support Executives with Multilingual Expertise of 9 languages, Spread across 8 Locations
Awarded the leading SME in the BPO space by Dun and Bradstreet
Strong quality focused organization, a certified ISO 9001:2000 and 2008 company
Has an installed capacity to handle over half a million 00 calls a day (In-bound and Out-bound)
Over 20+ large clients with multi year relationship and a strong endorsement
www.natsoft.us
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LLC, USA


Service Offerings - BPM
Inbound Customer Support: Help desk, Complaints, Queries, Resolution Management, Cross Selling, Doctor appointment scheduling, Remote Infra Management, Information support etc.
Outbound Customer Support: Patient Support counselling, Patient surveys, accounts receivables reconciliation and follow up, Onboarding, VAS up-selling, reminders, financial products promotion, enrolments, Remote Infra Management, credit verification, profiling etc.
Transaction Processing: Backoffice Accounting, Payroll, Immigration Services, Data Capture, Scanning, Data entry etc.
Digital Marketing: SEO, Ad words, Blogs, Social media posts, videos, design, emailers, sales lead generation etc. Others: Field service operations, Chat & Chatbot Services Email support and other customized offerings
www.natsoft.us
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LLC, USA


Organization Chart
Managing Director
Training
Executive Director Operations
Quality
Operations MIS
Hiring
HR - Payroll
Payroll Management
Director Finance & Admin
Finance
Admin
www.natsoft.us
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LLC, USA


Organization Chart
Managing Director Executive Director
MIS/WFM
Executives
AM
Operations Head
HR Head
Recruiters AM
IT Head
IT Executives
Quality Head
AM QA Executives
TL TL TL Agents
Relationship Managers
Training Head
AM Training SME
TL TL TL Agents
* AM-Assistant Manager, TL-Team Leader, QA-Quality Analyst
www.natsoft.us
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LLC, USA


Capability Overview
The BPM Delivery Framework is a set of industry solutions that leverages our core capabilities, which include industry domain expertise, transaction processing, industry platforms and enabling technology, and global delivery.
Highlights
• 1300+associatesworldwide
• ISO90012008certified
• Internationallocations – New Jersey, USA
– Perth, Australia
• Offshorelocations,India. – Head office,
Secunderabad,
– Hanuman Sadan, Secunderabad.
– Narayana Mansion, Secunderabad.
– Prameela Plaza, Secunderabad.
– Capital Building
Hyderabad.
Inbound Customer Support
• Doctor Appointment Scheduling
• Helpdesk
• Logging in issue tickets
• Customer orders
• Issue resolution
Transaction Processing
• OCR
• Scanning documents
• Indexing documents
• Storing documents
• Claim Processing
Digital Marketing
• Social media management
• Blogs
• SEO
• Digital advertising
• Lead generation
• Website Traffic
Remote Infra Management
• Tech helpdesk
• Anti Virus tracking
• Remote log
management
• Server monitoring
• Trouble shooting
Outbound Customer Support
• Patient Survey
• Patient Counselling
• Payment reminders
• Awareness campaigns
• Onboarding Customers
www.natsoft.us
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LLC, USA


BPM Delivery framework
The Business Process Delivery Framework is a set of industry solutions that leverages our core capabilities, which include industry domain expertise, transaction processing, industry platforms and enabling technology, and global delivery.
Onshore Offshore Global Deployment www.natsoft.us
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Industry-Focused Solutions and Services
Service Offerings
Healthcare
Financial Services
Commercial
Document Management
Back Office Solutions
Transaction Processing
Contact Center
Core Process Capabilities
Third Party Systems
Client Mandated
Gauge
Workflow
Knowledge Mgt
Web Portal
Imaging
Platform Solutions and Enabling Technologies
LLC, USA
BUSINESS PROCESS FRAMEWORK


Locational Spread
US
INDIA
New Jersey
Head Office
• 35+ seating capacity
• Latest security systems, redundant bandwidth, telecom and power, Giga byte network
Hanuman Sadan
• 300 + seating capacity
• Houses major telecommunicat ions equipment
• Over 300 associates
Mansani Clasic
• 270 + seating capacity
• Redundant connectivity and bandwidth, dedicated communication lines
Prameela Plaza
• 350 + seating capacity
• Over 350 associates
Capital Building
Narayana Mansion
• Global headquarters
• Over 2000 associates globally
• Multi-country BCP and DR
• 250 + seating capacity
• Over 250 associates
• 100 + seating capacity
• Training and Development and Call center
PROPOSED FACILITY
• 15,000 square feet upcoming site at KITEA IT Park, Kompally • 500 seats
www.natsoft.us
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LLC, USA


Quality Methodology - BPM
Our Quality Philosophy is modeled on the tenets of Six Sigma
Define
• Define the quality metrics, SLAs
• Freeze the tools and the measurement methodology
• Freeze the sampling process
Track
• Measure the data
Alert
Root cause analysis Feedback & training Individual /Team based monitoring Suitable corrective action
Audit
Quality calibration process
Rebuttal process Knowledge gap identification Operations audits for process compliance
Update
• Business rules changes
Continuous Improvement
• Scope - Individual/Tea m•
• Knowledge ISO
• Defined frequency
• Report the data
• Delivering superior quality is at the core of all our operations planning
• The key to delivering great quality is to have
- A very accurate understanding of client requirements
- And a quality methodology that is built on
- A solid platform of metrics
- That are consistently measured
- And analyzed for patterns; so we can
- Train the staff continuously leading to a
- Continuous improvement in the final outcome
•
•
• •
•
•
•
management system updated
• Updates exchanged
9001:2008
www.natsoft.us
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LLC, USA


Transition Methodology - BPM
Focus on Key Deliverables, Service Level Guarantees, and Process Metrics
Processes
- Knowledge management - Dashboards and reports - ISO-based QA process
- Compliance
- Documentation
People
- Recruitment
- Staffing
- Training
- Benefits and retention
www.natsoft.us
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Technology
- Connectivity and redundancy
- LAN
- WAN
- VPN/Firewall
Infrastructure
- Facilities management - Network infrastructure - Security
- Redundancy
- BCP/DR
LLC, USA


Project Management Approach - BPM
We have been successfully able to perfect and apply our transition training methodologies to rapidly transition and implement client processes at our offshore centers
External Results
Internal Results
www.natsoft.us
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LLC, USA
Variance


Secured / Business Continuity Plan - BPM
Antivirus: Since thousands of touch points daily, stringent anti virus updates and monitoring is an instituted mechanism.
Firewalls: Installation of firewalls across all the sites
Restricted access: To mails, software and web. Further all USB drives are disabled. Site Back ups: Each of the sites act as a backup for continuity plan for the other sites.
Power and UPS Backup: Each of the sites have UPS backup for the compute machines and generators for the site infrastructure.
Data on client Infra: No client data is stored on CorpOne network. All of it is stored on the client compute infrastructure.
Work from Home: COVID19 has created challenges for all of us to keep our businesses up and running, and we are here to help with our Mobile Apps which help an agent to work from home , deliver high level productivity, extended hours, real time monitoring etc.,
www.natsoft.us
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LLC, USA


Percentage of Employees by category
Outbound 65%
Inbound 35%
www.natsoft.us
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LLC, USA


RECRUITING FUNNEL
Telephonic Interview
• Communication skill
• Qualifications & Languages
proficiency
Walk-ins
• Computer proficiency
• Typing skills
• Attitude & Fitness for
position
• IQ test
Interview
• HR
• Operations
Offer
• Induction Kit
• Acceptance
Training
• Induction
• Policies
• Process
• Certification
On Job Training & Process onboarding
• Mock calls
• Handholding
• Buddying
• Team
• Supervisor
• Bucket
• Target
Newspaper Ads Consultants
Social Media
Job Portals
(Naukri, Quicker, Apna)
Referral
Job Fairs
Campus Interviews Fliers/Posters
www.natsoft.us
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LLC, USA
Attract and Source


Hiring framework
One Lead Recruiter
www.natsoft.us
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LLC, USA
Hiring Executives 1 for every 60 employees
30 working days for Manager and above positions.
10 working days for Support function
Lead time 5 working days for entry level


Voice of the customer
CorpOne BPO provides us one of the highest escalation calls resolutions in the industry, they are our most dependable partner, even though the Covid19 pandemic CorpOne was able to keep up the same uninterrupted efficiency. They help us maintain a high level of customer satisfaction and excellent first call resolution levels.
-Priya Narayan, Vice President - Customer Service, ACT Fiber.
We have trusted CorpOne as a partner since day one and we continue to foster this nine-year relationship. Dependability and a highly responsive team, coupled with excellent ROI have been the hallmark of this growing partnership.
- Padmavathy, Vice President - Customer Service - TS/AP/Karnataka, Vodafone Idea Limited.
The core strength of CorpOne is its highly motivated and performing Customer Service Agents, one of our best- performing partners month after month. And when we required support to ramp- up by 350 agents it was done with at most professionalism and the shortest turnaround time.
We see them as a leader in this space.
- Tanush Mehlawat, National Collection Manager, India Bulls.
When we decided to outsource our call center operations to meet the needs of our fast-growing customer base to Hyderabad, CorpOne was our only choice, because of their multi-lingual expertise, and their capacity to set up Infrastructure and support to enable performance at optimum.
- Vani Johnson, Vice president - Call Center Operations, Cholamandalam Finance.
www.natsoft.us
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LLC, USA


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THANK YOU