PROVEN EXCELLENCE MODELS I DEEP INDUSTRY EXPERTISE I GLOBALLY LOCAL APPROACH

CREATING VALUE WITHBUSINESS EXCELLENCE

We believe there are many worlds, each with distinct needs. Varied geographic and cultural clusters that thrive on ingenuity. Eco systems that create solutions driven by local insights and a deeper understanding which may escape the larger world.

It takes a large, committed, participative presence to harness these local solutions to deliver the world.

That’s us. Welcome to HGS.

Big enough to be smallHGS is part of the multi-billion dollar Hinduja Group offering business process management solutions for close to four decades. Yes, since 1978. Back then, Amazon was primarily a River and the Net was a term related to sports.

Over the years we have built expertise – focusing on Back Office Processing, Contact Centers, Data Analytics and HR solutions that is trusted by many of the world’s most recognized brands in long tenured relationships. When you partner HGS, we work shoulder-to-shoulder with you to design a solution customized to your business requirements. We are large enough to be an industry leader; however, we remain nimble and flexible.

The HGS approachBusiness Excellence at HGS:

Excellence is part of our DNA. The HGS business excellence framework is founded on the classic trilogy of Quality Assurance, Quality Control and Quality Improvement. It works to achieve standardization of processes, uniformity of practices, usage of similar tools and methodologies and fungibility of people to deliver consistent high quality service and One Experience to customers globally. Our continual pursuit of Business Excellence is our unique selling proposition, as it enhances the business, culture and processes.

Right Shore: Off-shore &Near-shore:

From Bangalore to Manila, from Montreal to Mauritius, with 55 contact centers across 11 countries, we pick b e s t practices to ensure the most innovative solutions that are world class, flexible and performance oriented. Collectively, these centers offer the advantages of on-shore capabilities, round-the-clock productivity, shorter lead-time, cost benefits and faster response times.

Customers can choose to partner HGS for multiple shore delivery solutions, since our extensive network also provides us robust disaster recovery and business continuity plans in place. With our extensive reach, we help you grow across the world and provide you with the same level of services from everywhere Our “globally local” approach helps us choose best solutions and apply them to local needs – be it to right shore or to provide total

Domain Expertise:

solutions or cross sell.

Backed by domain expertise and extensive engagement experience of over three decades, we have helped our clients deliver exceptional results. With our constant focus on growth, customer focused solutions, innovation and time-to-market approach, HGS is the 'experience provider' to the customers of its clientele. We have developed and implemented some of the best-known processes and practices to deliver a comprehensive range of industry-specific solutions.

Our operational excellence, combined with functional expertise, has made us the "Preferred Partner" for most of our clients. Our partnerships are customized to your business requirements.We offer scale, agility, flexibility and highly responsive relationships, Our client satisfaction scores surpass the industry average and are earned across geographies – truly positioning us as a total solutions provider.

The robustness of our BE Framework and the achievement of the eSCM (SP) Level 4 certification are validated by our customers.HGS has consistent results ever since it rolled out its annual Customer Satisfaction Survey (CSAT) four years ago.

The survey seeks feedback on 4 key outcome measures of Satisfaction, Loyalty, Advocacy and Value for Money.

In 2012, more than 70% of the customers have rated HGS 6 or 7 on a 7-point scale on Satisfaction, Loyalty and Advocacy.

The high ratings indicate that customers view HGS more as a partner who creates value.Under our Business Excellence Framework many methodologies, initiatives, platforms and models are used to ensure efficient functioning of processes.

At HGS, we have a culture of continual improvement and best practices sharing. Continual improvement begins at the grassroots through an initiative called AIM (All Ideas Matter) that is based on the principles of KAIZEN and goes all the way up to usage of methodologies like Six Sigma and LEAN.

To cater to the needs and skills of our associates, we have evolved our own Diet Six Sigma. SPARK (Sharing Practices and Replicating Knowledge) is a common platform to share knowledge globally. We enable extensive global usage of sharing and replication of these knowledge assets across all HGS geographies.

Our clients seek innovative solutions which add value to their business. We’ve established a Transformation Practice to offer services to clients in the areas of process optimization, cost containment, productivity improvements and profit maximization.

People HGS has more than 23,000 highly motivated and extensively trained customer service professionals, working in more than 50 contact centers around the world. We have built our team from the best available talent in each of the geographies where we have a presence. Overall, fewer than 10% of applicants are selected for a job offer with HGS, and once they have accepted the offer, they are assigned to a project that best matches their abilities.

TechnologyOur technology infrastructure is designed for flexibility and expansion, and is scalable across all of our locations worldwide. We protect our clients and their customers by using industry-standard security technologies and adhering to all relevant regulato r y guidelines in each of our call centers. We have extensive experience in the development and integration of customized, client-developed, and commercially available software. Our Information Technology domain experts are continuously researching and implementing new technologies to maintain and/or upgrade system capabilities and reliability.

The suite of solutionsCustomer Relationship Management (CRM)

In a competitive and fickle world we earn loyalty with every transaction, Skills that integrate multiple channels including inbound and outbound phone, e-mail, web chat, IVR and web self-service and white mail.

Our CRM solutions include:

• In bound Customer Care

• Pre and post- sale product information

• Program enrollment

• Technical and operational support

• Inbound sales and order taking

• Service to sale and save the date

• Business to business sales – follow up

• Service dispatch

• Up sell and cross sell

• Warranty sales and service

Business Process Outsourcing (BPO)

• Recall and promotion management

Discover where cost effectiveness and impeccable quality work hand in hand. Whether processing customer claims, reviewing streaming media, processing warranty cards or building insurance plans, our solutions drive performance.

BPO solutions include:

• Claims processing and adjudication

• Plan building and claims audit

• Account maintenance

• Finance and Accounting outsourcing

• Database building / cleaning

• Applications processing

• Data Entry

• Product and Literature fulfillment

• Mailroom and scanning

Digital CRM

Over a decade of expertise ensures we blend business fundamentals, creative concepts and visual appeal with innovative interactive technologies. Solutions that help our clients understand, analyze and communicate better.

A unified, customized platform helps you conduct businesses in a secure, scalable and managed environment.

Our Digital CRM solutions include:

• Monitor and research media sites to

track customer loyalty

• Digital Marketing

• Website & Enterprise Portals

Data Analytics

• Mobile Applications

Precise analysis that helps engage customers better, providing greater value and increased profitability - these are the hallmarks of our long term customer centric approach.

Our Data Analytics solutions include:

• Satisfaction / loyalty surveys

• Brand loyalty analytics

• Operational optimization analytics

• Competitive service research

HRO

With deep domain expertise in HR related payroll, accounting, compliance services, we offer end-to-end back office solutions for all your transactional needs. Take advantage of our rich two decade experience that offers solutions that reduce costs and ensures valuable business insights. Our HRO solutions include:

• Recruitment Solutions (RPO)

• Multi – country payroll services

• HR Management Information Systems

• Learning Management Solutions

• HR Analytics

• 500 clients, 23000+ employees, 11 countries, 55 centers • Revenues - $323 Million • Trusted by many of the world’s

most recognized brands across industries • On shore, near shore and offshore solutions, listed company

Unmatched Strengths

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