Tech Mahindra Corporate Overview

Tech Mahindra Limited 2010 Tech Mahindra Limited confidential

Contents
The Organisation

Genesis
Journey/Milestones
Vision & Values
Tech Mahindra Advantage
Global Delivery Footprints

Our Business

Telecom Offerings
Integrated Business Processes
Customer Profile
Testimonials
Unique Delivery Model
Growth 06-09
Corporate Governance
Management

Our Foundation

People
Process
Technology
Pillars of Success

Beyond Numbers

Global Alliances
Industry Recognition
Corporate Social Responsibility

Key Engagements

Model
Successful Engagements

Confidential Tech Mahindra 2010 2

 The Organisation

Tech Mahindra Limited 2010 Tech Mahindra Limited confidential

Genesis

Incorporated in 1986 as a JV of
Mahindra Group & BT

IPO in 2006, rechristened to Tech

Mahindra

Revenue has grown 108 % and profits

have grown 200 % on a quarterly
basis since IPO in August 2006

Global systems integrator and

business transformation consulting
firm focused on the communications
industry

Largest IT services and Solutions

provider from India offering end-to-
end services to global telecom
operators

Tech Mahindra was incorporated as a joint venture between Mahindra & Mahindra and BT plc in 1986 under the name
of Mahindra-British Telecom. Later, the name was changed to Tech Mahindra, in order to reflect the diversification
and growth of the client base and the increased breadth of our service offerings.

Confidential Tech Mahindra 2010 4

Tech Mahindra Journey / Milestones
April 13,
Acquired iPolicy
Tech
Networks Private Limited
Mahindra
Launched the Tech acquires
1986: Incorporation in Mahindra Foundation to
Satyam
India address the needs of the
1987: Commencement Assessed at Re-certified
underprivileged in our
of Business Level 5 of SEI to ISO society, especially
1993: Incorporation of CMM by KPMG 9001:2000 children
MBT International Inc., Incorporated by RWTUV
the first overseas MBT Software
Technologies 2009
subsidiary
1994: Awarded the ISO Pte. Limited, 2007
9001 certification by Singapore 2006
BVQI, 1994 2005
1995: Established the
UK branch office 2003

2002
Name changed to Tech
2001 Mahindra Limited
Certified to BS 7799- Assessed at Level 5 of
1986 - 2:2002 (Information SEI People-CMM
2000 Security Management (P-CMM) by QAI India
Framework) by RWTUV Raised Rs. 4.65 billion
Incorporated now known as TUV ($100 million) from a
MBT GmbH, Nord hugely successful IPO to
Germany Acquired Axes build a new facility in
incorporated Technologies (India) Pune, to house about
Re-certified to Private Limited, 9,000 staff
ISO 9001:1994 including its US and Formed a JV with
by BVQI Singapore subsidiaries Motorola Inc. under the
Assessed at Level 5 of name CanvasM
SEI CMMI by KPMG

Confidential Tech Mahindra 2010 5

Values Vision
Values and :Vision
Proposed

Values Vision

Customer first To be the most respected

solution provider in the
Good corporate citizenship communications ecosystem

Professionalism Anticipating and enabling

change
Commitment to quality
Admired for technology,
Dignity of the individual agility, innovation, business
models and the quality of its
talent

Confidential Tech Mahindra 2010 6

TechM Advantage
Current Telecom Operators
Ubiquitous services Business as usual
offerings across telecom Optimization and consolidation of applications
value chain Driving efficiencies
Transformation initiatives
Strategic technology adoption
Network transformation

Unique delivery
model
New Entrants
Speed to market
Faster go live date
Ability to roll out new applications quickly
Collaborative customer
Technology outsourcing
service model
Defined roadmap of upgrades
Telco to focus on core objective of growth

Ability to talk telecom not technology

Consulting abilities to help clients in their technology journey

Tech M
Advantage
End to end offerings to fulfill client requirements

Integrated multi service offerings to cater to end to end responsibilities

5/21/2010 CONFIDENTIAL Copyright 2010 Tech Mahindra Limited 7

 Global Delivery Footprint
Milton Keynes UK

Giga Space Pune

Presence across 25 countries Development Center

17 Regional offices worldwide and 13 delivery centers across the globe Regional Office
* indicates TechM BPO facility also present at the centre

Strong process and quality culture Delivery Center - Pune South Tyneside UK

PCMM Level 5
CMMI Level 5
BS 7799
SSE CMM Level 3

5/21/2010 CONFIDENTIAL Copyright 2010 Tech Mahindra Limited 8

 Our Businesses
Tech Mahindra Limited 2010 Tech Mahindra Limited confidential
Telecom Offerings
End to end Services spanning the entire value chain

Network Services IT services

Product
Services Applications BSS OSS ITO/ BPO Consultancy
Engineering

VoIP Network
Network Design Operations Operations System
Switching CRM Support &
and Planning
IMS Readiness Integration
Remote
vertical
Infrastructure
Mediation Management
IPTV
Signaling Solution
Network Roll Out Customer
CTI Customer Engineering
Care
Billing
EMS Service
Fulfillment Billing
IN Operations
Network Revenue Application
Integration & Product Assurance
testing Mobility Technical Development
Lifecycle
Mgmt Helpdesk
Fraud Mgmt
VAS Service
Assurance Platform Support
Network Settlement Product Lifecycle
Operations & User Embedded
Maintenance Interface Services Program
Services
Design Management
MIS

Professional
Security Services Services

Testing Services
Managed
Services
Performance Engineering

5/21/2010 Confidential Tech Mahindra 2010 10

Integrated Business Processes
Business Goals and Drivers IT Drivers

Consistent Process System

and Accurate Automation Consolidatio
Information n
Revenue
Customer Business
Experience Flexibility
Service Best
Costs TSP
Improveme Practic
Needs
nt Strategy es

Improve Improve
Lead to Order to Service to Fault to Concept to
Order
Customer Service
Provisioning Cash
Billing Cycle Repair
Repair time to Market
Customer
Satisfaction Cycle time time Assurance time Retention
Mean time to
% of manual % of first Service launch
serve a
bills to total bills contact closure cycle time
customer
# of error bills Mean time to
to total bills resolve a fault

Customer-centric operations End-end process ownership

5/21/2010 Confidential Tech Mahindra 2010 11

Customer Profile

12 of top 20
5 of top 5 TEMs
Wireless TSPs

11 of top Fortune 6 of the top 8 Telcos

global companies in North America

3 of top 3 Telcos in 15 Top Greenfield

Europe operators

5/21/2010 Confidential Tech Mahindra 2010 12

Testimonials
Kim Askjaer IT Director, Nawras Telecom Martin Greenan, Offshore Co-Location centres, BT
Tech Mahindras exceptional knowledge of the Telecom Director
domain and processes and quality focus helped us devise an "BT is the worlds leading telecom company and we
outstanding solution within tight timelines. The solution has depend on our development partners to help us achieve
redefined how the sales channel distribution of mobile or targets. Most of our work is done offshore and it is
services is done in Oman, enabling a wide distribution done by TechMahindra...
through indirect channels. We are pleased that we found in
Tech Mahindra, a committed and easy to deal with partner,
flexible to our requirements.

Angela Dickenson SVP Strategy and Marketing for Clarity Ian Symington, Programme Director, BT Global Services
"Claritys next generation OSS configured with 'out of the For security Consulting" Well done to all - this is a jewel in
box' world's best practices by Tech Mahindra, will deliver the global sourcing crown ! In particular I am pleased to see
true business benefits to service providers reducing the the ZERO attrition that we have had and long may it
time, cost and complexity of deploying and managing continue. This is a great reference capability for the BT-Tech
innovative, convergent services across legacy and next M relationship and I personally thank the BT guys also who
generation network" have made this a success. It is a true partnership."

Neil Prasad Senior Group Manager, Network Management, Brian Maloney, ex President, Unisys
Cisco
"The excellent work by Tech Mahindra for the Managed IP "Very successful integration of talent in this company. A lot
Services Catalyst initiative at the Tele Management Forum... to celebrate and be proud of...
The IPNM Catalyst project required close collaboration
across seven companies geographically distributed across
the globe- Canada, USA, U.K., Germany, Japan and India.."

5/21/2010 Confidential Tech Mahindra 2010 13

Unique Delivery Model
Improved
Reduced Co-locate and Client
Right First Time Customer
Cycle Time Collaborate
Experience

Competency Sales & Marketing

Enabler Strategic Delivery
& Solution Client Engagement & Market development &
Development Brand Positioning Functions Unit
Units

Network HR/ESG/ Line support functions

Services Solutioning & Service Delivery (SSD) RMG focusing on specific
area of delivery

OSS/BSS/ Key Personnel E2E

Presales QMG
ERP Fulfillment Management

Security Finance/
Practice Legal Solutioning &
Strategic Delivery
BPM Strategic Delivery Units (SDU) FMG
Practices OSS BSS GMS ITO BPO Scan the market for
SDU1 SDU2 SDU3 SDU9 Marketing/ latest technology
Investor Assess its potential
Defence Relations acceptability to the
Capability

Capability

Capability

Capability
Common

Common

Common

Common
client
IDU

IDU

IDU
IDU

Develop solutions
..... TIM ahead of competition

Competitive advantage of alignment of SDUs with SSD ensuring quality and client satisfaction

5/21/2010 CONFIDENTIAL Copyright 2010 Tech Mahindra Limited 14

Growth 2006-10
Revenue USD (Mn) 2009 - 2010 (USD Mn)

2009
Acquired majority
934.7 985.0
648.0 Revenue PAT Q3 stake in Satyam
$ 976.6 Million $ 149.1 Million

2006-07 2007-08 2008-09

2008
Acquired minority
stake in Servista

2007
Acquired iPolicy
Networks

Creating wealth is the purpose of all corporations.

Sharing that wealth and in turn creating value for
all our investors and shareholders over the long-

2006
JV with Motorola
term is what defines our business. formed (CanvasM)
Vineet Nayyar
Vice Chairman and MD - Tech Mahindra Ltd.

Acquired Axes

2005
Technologies

5/21/2010 Confidential Tech Mahindra 2010 15

Corporate
CorporateGovernance
Governance

Benchmarked against the best in the world with a right blend of leaders from Mahindra and BT on our board.

Our board includes dignitaries with exemplary track record in public and private sectors .

Board of Directors
Anand G. Mahindra Chairman Vineet Nayyar Vice Chairman
Dr. Raj Reddy Director Arun Seth Director
Hon. Akash Paul Director Bharat Doshi Director
Anupam Puri Director Ulhas N. Yargop Director
Richard Cameron Director M Damodaran Non-Executive Director
Clive Goodwin Director B. H. Wani Director
Paul Zuckerman Director
Ravi Kulkarni Director

5/21/2010 Confidential Tech Mahindra 2010 16

 Management
Management
In a career spanning over 40 years, Vineet Nayyar has worked with the Government, international multilateral agencies and
the corporate sector (both public and private)
Vineet Nayyar He started his career with the Indian Administrative Service and held series of senior positions, including that of a District
Magistrate, Secretary - Agriculture & Rural Development for the Government of Haryana and Director, Department of
Vice Chairman and Economic Affairs, Government of India
MD He also worked with the World Bank for over 10 years in a series of senior assignments
He was the founding Chairman & Managing Director of the State-owned Gas Authority of India. He also served as the MD
of HCL Corp and as the Vice Chairman of HCL Tech. He was the founder & CEO of HCL Perot Systems

Sanjay Kalra spearheaded the BT relationship and handled transformation/ business process reengineering services.
Sanjay Kalra Prior to joining Tech Mahindra, Sanjay was the CEO of DSL Software (a joint venture between HCL and Deutsche Bank),
and has also served as President of HCL Technologies Europe
CEO He was responsible for cross-border transactions involving the purchase of Deutsche Software from Deutsche Bank, Apollo
Contact Center from BT in Northern Ireland and Axes Technologies in India

L. Ravichandran has a rich experience of over 28 years in building and delivering businesses to organizations across the
L. Ravichandran globe
Executive Vice At Tech Mahindra, he plays a critical role in many initiatives including alliances and acquisitions and is responsible for the
delivery of key projects
President and COO Prior to Tech Mahindra, he has worked with reputed organizations such as the National Informatics Center, Tata Infotech
Ltd and Perot Systems, India Operations

Sonjoy Anand Sonjoy Anand is responsible for the Finance, Legal and Secretarial functions at Tech Mahindra
He has extensive experience covering acquisitions, divestments and formation of joint ventures
Chief Financial He has been Chief Executive for a portfolio of businesses with ICI
Officer He has approximately 25 years of experience in Finance and General Management

Sujit Baksi leads the HR, Resource Management, Infrastructure functions including Technical Infrastructure Management,
Sujit Baksi Training, Managed Services and the Administrative functions
He also spearheads the BPO operations and has played a significant role in setting up and establishing the business in this
President, Corporate
space
Affairs He has over 30 years of experience in the areas of people management, operations management and corporate strategy

5/21/2010 CONFIDENTIAL Copyright 2009 Tech Mahindra Limited 17

 Our Foundation
Tech Mahindra Limited 2010 Tech Mahindra Limited confidential
People
People
Resource Pool
Talent pool of 33,500 worldwide
Engineering and Management graduates from Tier 1 national
and international institutes like BITS Pilani, IIMs, LSE,
Warwick.

PCMM LEVEL 5
DRIVE Certified
BUILD TALENT MOTIVATED
PERFORMANCE
CAPABILITY WORK ENVIRONMENT
CULTURE
APAC HR Award
Most Innovative HR practices
Career Planning & Employee
Performance Development Communication
focused MyBeat, FreeVoice
Training & RASBIC Awards
Development Rewarding Excellence Best Recruitment practices
Open door approach
- Organizational &
sans hierarchies IDU level awards
Knowledge
Management
Employee
Year round review Leadership Engagement & IT People Award
and feedback Development Empowerment - skip Excellence in IT
GLC,MDP level meetings etc

5/21/2010 Confidential Tech Mahindra 2010 19

Processes
Processes

Tech Mahindra is certified with Knowledge Base is a repository Core Technology Audit Group
ISO 9001:2000, CMMI L5, PCMM of TechMahindra artifacts like; (CTAG) has been formed to ensure
L5, SSE CMM L3, ISO27001 and BMS sample templates, best that we deliver the highest quality
ISO20000. The Business practices, case studies, articles, of code to our customers. One of
Management System (BMS) of white papers. Wherein the the major objective of CTAG team
Tech Mahindra is an integrated organization consciously and is to promote effective usage of
system of processes based on comprehensively gathers, shares, tools and technologies on a
the PDCA cycle focused on analyzes and leverages its continuous basis.
continuous improvement of our knowledge.
offerings.
Our Global Delivery Model

Service Delivery
Application COTS Global
Transition ITO/
Implementa Managed
&
-tion Services
BPO
Management

DELIVERY + CSU

5/21/2010 Confidential Tech Mahindra 2010 20

Technology
Technology

Network WIRELESS, WIRELINE, ENTERPISE

Technologies TDM, GSM, CDMA, GPRS, UMTS, IMS, NGN

IN, AAA, Triple Play/IPTV, VAS, Gateways, Messaging, Service

Applications Exposure mechanisms, Service creation, IVRS, QoS, PTT, IP
Contact Centers

SS7, IS-xxx, SIP, H.323, SIGTRAN, Parlay/Parlay-X,

Protocols H.248/MeGaCo, MRCP, NRCP, RTSP, Diameter, RADIUS, GTP,
802.11x

Class 4, Class 5, Computer Telephony, Application Server,

Platforms Messaging Servers, Softswitch, IMS Servers, GGSN/SGSN, Media
Servers, Service Delivery, Service Creation Environment

Forums ITU-T, ETSI, ANSI, IETF, JAIN, OSS/J, BWC

5/21/2010 Confidential Tech Mahindra 2010 21

Pillars
Pillarsfor
of Success
Success

Improve Bring in Low time to

Improve Revenue Provide Revenue
Customer Operational market and
Margins Enhancement
Experience Efficiency Improve ARPU

Application Network
Cost Launch of new
Transformation Consolidation and
Transformation Services
and Migration Transformation

VALUE PROPOSITIONS

PRODUCT ENGINEERING

TESTING AND PERFORMANCE ENGINEERING

5/21/2010 Confidential Tech Mahindra 2009 22

 Beyond Numbers
Tech Mahindra Limited 2010 Tech Mahindra Limited confidential
Global
GlobalAlliances
Alliances
OSS NDE BSS

NGN Technology

Testing Mobility Embedded Industry

Consortia

Security EAI

Customer Healthy Partner

Tech Mahindra has developed an integrated program BROP
Satisfaction Ecosystem
which enables partner organizations in
Building Relationships around Opportunities and Projects
Sales Channel Capability to help our partners and customers succeed in their
Enhancement Building businesses.

5/21/2010 Confidential Tech Mahindra 2010 24

Industry
IndustryRecognition
Recognition

Ranked 11th Largest TOMS

vendor by Market Share:
Ranked 1st in Telecom Telecoms Operations
Top 100 Global Outsourcing 5th Largest IT Company in
Software Category from Management Systems
Companies in the World India, NASSCOM 2009 Survey
India, V&D 100 Worldwide, 2006-2008 -
(IAOP Global Outsourcing
(Voice & Data 2009) May 2009 NASSCOM Award IT Innovator
100, 2009)
2009

Most Innovative D&B ECGC Indian Exporters Excellence Award

Software Solution of the Year
Recruiting and Excellence Award, 2008 - Award for Brand for Marketing in IT,
2007 IT People Award TMT Finance &
Staffing Program / Large Revenue Category Leadership
Initiative, 2008 of IT and ITeS Sector (IT Sector) Awards for Middle East
Excellence in IT.

Asias Best Performing

Companies 2008
Award for Managing health at
Category Best Billing
Supplier Award 2010 Work and Excellence in Training,
Solution 2008
APAC Technology
Fast 500, 2008

Excellence in Growth Award, India Technology

Innovation in Recruitment,
2008 Fast 50, 2008
2007 08

5/21/2010 Confidential Tech Mahindra 2010 25

Corporate
CorporateSocial
SocialResponsibility
Responsibility
The Tech Mahindra Foundation was launched
formally in 2007 to address the educational
needs of the under-privileged, especially
children, as well as espouse the cause of
women's empowerment in education.

The Foundation aims to realize its vision by

creating and supporting programs that will
bring about sustainable changes, aimed at the Keshub Mahindra
economically less privileged and socially Chairman, M&M Ltd.

disadvantaged.

The Foundation also supports women

empowerment programs through vocational,
technical and professional education at all levels.
Our endeavor is to build active, sustainable
partnerships with individuals, community at large,
government and other organizations committed to
the field of education and women empowerment
and to leverage their efforts for optimum results.

5/21/2010 Confidential Tech Mahindra 2010 26

 Key Engagements

Tech Mahindra Limited 2010 Tech Mahindra Limited confidential

Client Engagement Model
Engagement Model
TM Manages some of the largest account in the IT Service industry

Customers

Front ending with client North MEA & Strategic

Europe APAC India
America SAARC Account
Sales Sales Sales
Sales Sales Sales
Team Team Team
Team Team Team

External
Alliance
Proposed Solution Partners

SSD team is supported by Solutioning & Service Delivery

Bid management
Delivery experts
SDU1 Competency & Solutions Unit
Solution architects Network Services
(CSUs)
OSS BSS GMS ITO BPO

Account managers SDU2

OSS/BSS/ERP Service line specialties
Technology and domain expertise
SDU3 Pursuit of Security Practice
R&D work in technology areas
opportunities help conceptualize solution for
SDU4 BPM Practice
customers
...

Defence

SDU9

Finance, HR, Legal

TechM draws upon resources from SDUs, CSUs, external alliance partners to
conceptualize and proposed solutions for the client
Source: Company

TechM with its exclusive focus on Telecom vertical, strong domain knowledge and comprehensive
service suite is well positioned to serve wide client base

5/21/2010 CONFIDENTIAL Copyright 2009 Tech Mahindra Limited 28

Key Engagements

Key Engagements

1. British Telecom

2. BT GS Billion Dollar Deal

3. US tier 1 Telco

4. Hutchison Charoen Pokphand Telecom

5. Alcatel Lucent

6. Motorola

7. Microsoft

8. SOUK

9. Tata Teleservices

5/21/2010 Confidential Tech Mahindra 2010 29

British Telecom
Tech Mahindra has a major presence in more than 90% of BTs Systems
Portfolio

Customer & Commercial Management

Collaboration
Management

Customer Management Billing & Payments

Convergent Operations

Enterprise Management
Portfolio Management

Enterprise Information
Service Execution & Management
Network Service
Service Management (IT)
Collaboration

Service
Execution Inventory &
Design Service
Management (NT)
Tech Mahindra
Prime Vendor

Resource Management Tech Mahindra

Engineering Significant
Domain Management Workforce Presence
Management

Tech Mahindra
Integration
Integration Recent
Involvement

5/21/2010 Confidential Tech Mahindra 2010 30

BT GS Billion Dollar Deal

A land mark $1 bn, 5 year contract providing strategic sourcing and

transformational services to BT Global Services
Services
IT application activities (systems development, package integration )
IT operations (infrastructure management, network operations centres, e-mail
)
BPO (process outsourcing of back-office activities)
5 year deal to provide BT Group with strategic sourcing services
To create $1 billion in new revenue
Tech Mahindra will support BTs planned growth of managed services to business
customers around the globe
Continue to provide ongoing services related to BTs internal systems, processes and
re-usable platforms
To work together on creating and operating a global delivery organization
Entry into newer geographies

5/21/2010 Confidential Tech Mahindra 2010 31

BTGS Contract Management Shared Service
Unit
KEY CHALLENGES
SOLUTION BY TECH MAHINDRA
The customer provides a range of specialist
Standard template & process documentation
network-centric propositions and practices. The was laid down by transition consultants/
key challenges being faced were: discovery team.
Bespoke processes 80% standard & 20% custom elements.
Lack of reusability Supporting Multiple Product and Service
Lines.
Revenue leakage
Promoting reuse of common
Manual billing errors components while catering to
Low level of automation specificities.
Manual Order closure across systems Flexible, Granular & Scalable operations
through use of a pool of trained
resources, Measurable metrics & Point
automation.

OPERATIONS BUSINESS BENEFITS

Invoice notification and Inventory reconciliation
Debt management
Receive Change Log from Business Managers.
Identify changes
Prepare and send Glossi templates for billing.
Calculation of Forecasted and Actual cost.
Exception report and Cease/Re-point report
generation. Reduction in Debt over 90 days
Chasing Business Managers for debt control. Reduction in Revenue lost on a monthly basis.
Various reports prepared & submitted to Accurate Invoices being billed
Management. Reduced Delivery Lead-time

5/21/2010 Confidential Tech Mahindra 2010 32

US Tier 1 Telco

Engagement overview
Grew from 5 to 80+ projects in 32 months
Rapid ramp up from 0 to 1650+ consultants in 32 months
Successfully transitioned 7+ projects in aggressive timescales ranging from 5 to
10 weeks
Engagement widened from IT services to IT operations by setting up of an
offshore operations centre

Benefits to Major US tier-1 Telco

Optimization savings close to USD 1.41 million in 2nd year of engagement
Risk mitigation leveraging in-depth telecom domain experience
Improved processes and quality leveraging CMM L5
Year-on-year productivity gains by
Taking additional responsibilities
Increased off-shoring
Team size reduction

5/21/2010 Confidential Tech Mahindra 2010 33

Hutchison Charoen Pokphand Telecom

Business Requirement
Need for a strategic IT partner
2G & 3G Operator in Indonesia
E2E BSS/OSS Stack
Growth plans - 1M to 10M in 3 years
Competition - 8 Operators servicing 40M subscribers Real-Time Convergent Architecture

Tech Mahindras Solution

Worlds 1st Real-Time IT Convergent 16,000 person days of effort, 120 peak team
Implementation size
Innovative Architecture Concept to Launch in 6 months
10+ Partners; 20+ different components Complete Infrastructure ownership
Seamless transition from SI to MS

TechM has proven to be a Positive Proactive,

A Partner who
Its a great worthy partner Experience on Consistent and
TechM overcame understands
experience to TechM brought in the right the delivery of Professional to
all the challenges complexities & what
work with TechM expertise & partners to help Technical deliver within
it takes to deliver
achieve this Solution budget

Client Speak (HCPT)

5/21/2010 Confidential Tech Mahindra 2010 34

Alcatel Lucent

Evolved from a 5 member team to a 500+ growing engagement

Partnering across the globe, delivering value added solutions across all technology lines

Working as a natural extension of Development Teams

Overall Delivery onsite/offshore ratio of 20/80
Major stakeholder in evolution of a Legacy STP & Class 4 switch to NG Elements
Exclusive verification organization for ANSI products for the market leading DLC solution
Participation in the development of ALUs NG MSPP optical platform
Multiple engagements on Enhanced Application Development & Support

Project Types
Product Transformation, Ownership and Sustenance
WW Maintenance Support & Reengineering
Test Automation
Hardware Engineering
Technical Publications / Pre Sales Support
Engaged with India Development Centers on Enhanced Applications & Network Management Platforms

5/21/2010 Confidential Tech Mahindra 2010 35

Motorola

Multi-Tiered Relationship with Motorola for the past 5 years

Engagement started in 2002 with 30, has grown to over 400 professionals
Working as a natural extension of Development Teams
Participation in the development of different functional areas of the latest IMS
Product line
Complete product ownership of wireless switching software across current and
next generation technologies
Major stakeholder and complete product ownership of the MSAN and IPTV
Gateway including hardware development and maintenance
Working extensively on NG PON ( FTTH) Products of Motorola
State of the art labs provided for by Motorola in TechM Bangalore for R&D
activities includes E2E Wireless and IPTV labs
Engaged with the India development center of Motorola on Application
Messaging, Connectivity and Signaling Protocol & System Test

5/21/2010 Confidential Tech Mahindra 2010 36

Microsoft
Partnership

Consulting & SI GTM Solutions Product Engineering Engagement Models

System Integrations in Idea factory- Innovative Product Design & TechM primed
field VAS Development MCS primed
Application development Sandbox Partner Specialty services in All TechM
Hosting & Operations Pre-sales support Security, Usability
management Dedicated Telco 2.0, SaaS Performance Test
practice Engineering
Professional Staff Services

Offerings and Capability

Call Centre SDP Hosted Enterprise BI Multimedia MS

Solutions & SOA Solutions Solutions Solutions Solutions Dynamics

Customer care Connected HMC, VOIP, Collaboration Churn Mgmt, Mobile, Speech, CRM, Navision,
framework services WBH, CRM portals, EAI Revenue IPTV Axapta
framework Assurance

5/21/2010 Confidential Tech Mahindra 2010 37

Marketing Campaign Management Hub
KEY CHALLENGES SOLUTION BY TECH MAHINDRA
UK. Customer has about 40 Programme The Hub initiates, activates, monitors and
Managers in B2B marketing. There were different manages the campaign.
agencies for different marketing activities The hub receives feedback, analyses them and
prepares the closure report at the end of each
online, events, PR etc. and this lead to the
campaign.
following challenges: Because of the following
Inconsistency in process and output Process mapping and hence
Duplication of efforts templatisation of work flow
Inefficiency in use of third party resources Standardising templates, processes and
documentation
Operations occupying teams time rather than
Training and knowledge sharing
strategic thinking Workload sharing
Affecting planning cycles

OPERATIONS BUSINESS BENEFITS

Tech Mahindra owns the Marketing Campaign
Management and delivery for the B2B vertical.
Tech M front ends with the Programme Managers
and then converts the Brief into Campaign Plans
for different agencies to deliver.
This is across various activities like face to face
events, direct mailers, ezines, webinars, etc.
The Hub initiates, activates, monitors and
manages the campaign and prepares the closure
report at the end of each campaign.

5/21/2010 Confidential Tech Mahindra 2010 38

SOUK
KEY CHALLENGES SOLUTION BY TECH MAHINDRA
All system updates, jeopardy management, network and Set-up consolidated support centres providing
equipment requests to other agents, appointment Customer support for Pre-paid customers
booking and readiness confirmation checks, customer Back end operations for Post-paid customers
handbook production and updating are performed Set up 2 centres to cover 10 service circles
Ramp up to 900 FTEs in a span of just 3 months
under the process SOUK.
Provide 24X7 support for 3.3 Mil calls & 0.7 Mil
The challenge was to successfully deliver a solution to Transactions per month
meet Time constraints, Within Cost and in a Quality Provide State-of-art infrastructure for facility and
manner. technology set - up
Leverage Business process management experience
and provide on-going process improvements

OPERATIONS BUSINESS BENEFITS

Activation, Migration, Cancellation, Cease/Terminate of Cost: Standardization of processes, shared roles and
contracts rationalized system.
The Project Support Office (PSO) acts as a back office Reduced Cycle Time: Strategized activities and
function for the SOUK Project Management community improved processes.
performing all system updates, jeopardy management, Data Visibility: Standardized process and systems
network and equipment requests to other agents, Accuracy: Reduce person dependency and improved
appointment booking and readiness confirmation checks, systems.
customer handbook production and updating. . Right First time Resolution: Robust processes &
Constant touch with clients for any Process Gap and systems.
feedback for continual improvements.
5/21/2010 Confidential Tech Mahindra 2010 39
Tata Teleservices
KEY CHALLENGES SOLUTION BY TECH MAHINDRA
The customer is one of the large service providers in
India with a customer base of ~10 Mil across 20 Set-up consolidated support centres providing
circles Customer support for Pre-paid customers
Challenges were in terms of operational inefficiencies, Back end operations for Post-paid customers
Set up 2 centres to cover 10 service circles
higher abandon rate, higher AHT, lower quality scores Ramp up to 900 FTEs in a span of just 3 months
and customer satisfaction Provide 24X7 support for 3.3 Mil calls & 0.7 Mil
Business need was to consolidate the distributed Transactions per month
operations and reap the benefits of standardised Provide State-of-art infrastructure for facility and
operations procedures, improved operational technology set - up
Leverage Business process management experience
efficiencies and better customer experience. and provide on-going process improvements

OPERATIONS BUSINESS BENEFITS

Call Center Support for Pre-paid customers Operation benefits
General account related enquiries like transfer of Higher operational efficiency
address, validity period, roaming activation Lower abandon rate
process, STD/ISD facility Reduced calls per subscriber
Product related enquiries Improved Average Handed Time
Queries related to billing and migration Standardized operating procedures
Back end operations for Post-paid customers
Value Added Services (VAS) provisioning process Calls per
Complaint resolution process including both
Subscriber
Technical and Non-Technical calls
Reduction of CPS
1.8

65% CPS
0.63

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