Contact center operations and finance and accounting services, for back office, reservation, content management and account payable & receivables processing.

Client services include a wide range of Insurance services, wholesale banking & retail banking and Asset Management.

Risk entry for specialist insurance and reinsurance business exclusively at Lloyd's

Customer service, Helpdesk & Advisory service, Website navigation support, Query resolution & escalation, Up-selling and Cross selling.

Reduction in staff due to improved efficiency in offshore team• Substantial Savings of over

50% in operational cost• Regaining of lost customer

satisfaction by clearing back log on emails

• Receivable target achieved ensuring payment received for the overdue invoices on time

• 100% SLA achievements since inception of the project

Productivity enhancement: Serviced additional client products without increasing FTEs.• 100% SLA achievement

since the start of engagement

• End-user Customer Satisfaction (CSAT) Scores > 99% throughout the project

• Marked reduction in financial losses (Breakage losses) incurred due to erroneous or delayed processing

Overall 20% Reduction in Average Turn Around Time (TAT) post introduction of MIS system• Reduction in onshore Query

escalation by 50%• 50% increase in volume

during spike months managed without any SLA failure.

Increase in revenue by 44% through chat assisted sales & support.• Cost per Acquisition (CPA)

reduced by 10% due to increased conversion % and Average Order Value

• Improved quality of service which increased customer satisfaction from 82 % to 91%

• Website abandonment rate reduced to below 1%

• Increase in Average order value due to up-selling & cross selling

NIIT BPM is a subsidiary of NIIT Technologies, a global IT solutions company. With

a turnover of over US$ 225 million and presence in 14 countries, NIIT

Technologies is a premier IT Services organization which ranks among India's

leading IT software and services players. NIIT Technologies offers an impressive

array of specialized solutions targeted at globally dispersed customers.

NIIT BPM leverages the IT service portfolio strengths and the well-known training

lineage of NIIT group, to deliver world-class BPM (IT enabled) services with

measurable benefits, to clients in focus verticals such as Travel, Transportation &

Logistics, Banking & Financial Services, Insurance, Manufacturing & Retail and

Government. Our integrated IT-BPM framework helps us re-engineer processes

upfront, resulting in cost rationalization, productivity enhancement and service

quality improvement. This has helped our clients (as testified by them, time and

again) accrue increased brand loyalty and top & bottom-line gains.

www.niit-tech.com

NIIT Business Process Management Services

• Exceptional Customer Value for Industry Leading Growth

C_0

6_10

0412

NIIT Technologies Ltd.Corporate Heights (Tapasya)Plot No. 5, EFGH, Sector 126Noida-Greater Noida ExpresswayNoida – 201301, U.P., IndiaPh: +91 120 399 9555Fax: +91 120 399 9150

IndiaNIIT Technologies Inc.1050 Crown Pointe ParkwayAtlanta, GA 30338, USAPh: +1 770-551-9494Fax: +1 770-551-9229

AmericasNIIT Technologies Ltd.47 Mark Lane,London, EC3R 7QQPh: +44 20 7002 0700Fax: +44 20 7002 0701

EuropeNIIT Technologies Pte Ltd.31 Kaki Bukit Road 3#05-13 TechlinkSingapore 417818Ph: +65 6848 8300Fax: +65 6848 8322

Singapore

A global IT sourcing organization | 21 locations and 14 countries | 7000+ professionals | Level 5 of SEI-CMMi, ver1.2 ISO 27001 certified | Level 5 of People CMM Framework

Write to us at marketing@niit-tech.com www.niit-tech.com

Partner with NIIT Technologies to align your IT goals with your business objectives

BPO

Quality & Process ExcellenceGlobalRecognition

Us Delivery Centre,Augusta, Georgla

India Delivery centre, Gurgaon

Select Case StudiesLow Cost Online

Travel AgentGlobal Financial Services

CompanySpecialist Insurer atLloyd’s of London

British ClothingRetail Company

Sco

pe o

f Ser

vice

sB

enef

its D

eriv

ed

Indio Delivery Centre,Greater Noida

CUSTOMER SUPPORT | FINANCE & ACCOUNTING | TRANSACTIONAL SUPPORT | DATA & MARKETING ANALYTICS

Banking & Financial Services | Insurance | Travel Transportation Logistics | Manufacturing & Distribution | Healthcare

Service Offerings

Our outsourcing solutions range from Customer Relationship Management (customer service, customer acquisition, and

research & market survey) to Back office Management (including transaction processing, finance and accounting) along with

BPO consulting services for verticals, such as Transport, Travel and Logistics (TTL), Banking & Financial services (BFS),

Insurance, Manufacturing & Retail, and Government.

We have recently boosted our on-shore capability by setting up a Shared Services Centre in Augusta, Georgia (USA). The

Shared Services centre provides an entire array of horizontal services, namely, Customer Relationship Management (contact

centre), Order To Cash (O2C), Procure To Pay (P2P), Record To Report (R2R) and Hire To Retire (H2R). In particular, this

centre adds strength to our HR outsourcing and Procurement outsourcing services.

Quick Facts• Global employees: 7000+

• 21 Sales Offices

• Operations in 14 Countries

• 10 Delivery Centres

NIIT BPM is a COPC & ISO 27001 certified entity offering front office (CRM), middle office and back office (transactional

processing) services on 24 x 7 x 365 basis, from its state of the art delivery centres. Currently it serves 30+ processes for 14

clients across multiple industries, around the world. NIIT BPM also offers outsourcing & off shoring advisory services to

companies to enable an objective assessment of the need for outsourcing/off shoring.

NIIT BPM’s focus verticals:

• Travel, Transportation & Logistics

• Banking & Financial Services Insurance

• Manufacturing & Retail

Quality & Process Excellence

NIIT BPM StrategyNIIT BPO has a focused “go to market” strategy that involves understanding the customer’s pain points, leveraging NIIT’s deep

domain expertise in the chosen verticals, and utilizing its IT resources to offer a unique, client-centric solution that best solves

client issues and/or enhance their competitive positioning. NIIT BPO uses a collaborative implementation approach wherein it

acts as a strategic partner to its clients in delivering the solution successfully.

NIIT BPM AdvantageWe understand the challenges posed by a need for continuously enhancing customer satisfaction along with reducing

operational costs and increasing revenues. To that end, we partner with all of our clients, bringing our innovative solutions,

stringent quality standards, highly skilled domain-focused resources and investments in technology, to the engagement. We

also use proprietary tools & frameworks to add value to our clients. Our

• Business Process Migration Management Methodology (BPM3) enables smooth migration of client processes to our delivery centre

• TermsMonitor (Enterprise Relationship Management System) enables real-time process management

• K-Portal (Knowledge Support System) enables capture of process knowledge for continuous process improvement

MultiChannel

Phone

E-mail

Customer Services

Finance & Accounting

Procure to Pay

HRO

Analytics

Focu

s Ve

rtic

als

Sha

red

Ser

vice

s

Airline

Cruises

TMC

OTA

GDS

Hotles

Life

Insurance Manufacturing & Retail Government

Non- Life

T T L B F S

• Reservations

• Ticketing

• Queres Management

• Customer Service

• Revenue Accounting

• Fares Loading

• Fare Auds

• Asset & Wealth Management

• Retail Banking

— Deposit Oprations

— Payment Optations

• Cosumer Lending

• Morlgoge

• Credit Cards

— Application Processing

— Underwriting

• Query resoloation & Escalations

• Up-selling & Cross Selling

• Website Navigation support

• Order Management

— Entry

— Valodation

— Changes and

— Price Validation

• New Busniess Acquisition &

Processing

• Policy Owner Servicing

• Underwriting

• Policy Administration

• Benefits Administration

• Re-insurance

• Claims Processing

G2P G2B G2G

• Back Office Processing

— Finance & Accounting [F&A]

— Scanning & Digitization

Services

• Customer Interaction Services

• Shared Services

chat

Credentials & Enablers

Client Benefits

Domain Expertise

Increased RevenuesCustomized Vertical

focused solution High Custmer Satisfaction Enhanced Brand Image Strategic Partnership

Oprational Excellence Process Innovation Technology & Infra

• BPM3 Methodology for seamless migration

• Contact centre implementation & management expertise

• Customer Services orientation through stringent SLA Management

• Rebust Corporate governance

• Integrated IT & BPO solutioning expertise

• State of art-World class infrastucture

• Robust & Secure Network Architecture

• Workflow & technology applications to track data & enhance productivity

• Metric based service delivery

• COPC 4.0 certified; SAS70 Type II Examined

• Six-Sigma methodology for Process Improvement

• K-Portal: captures & builds process knowledge

• TermsMonitor: In-house reporting tool

• Follow ISO 9001, 27001

• Vertical Focus specialists & consultants

• Incubation models to build domain process & technology competencies

• Industry specific accolades

Service Offerings

Our outsourcing solutions range from Customer Relationship Management (customer service, customer acquisition, and

research & market survey) to Back office Management (including transaction processing, finance and accounting) along with

BPO consulting services for verticals, such as Transport, Travel and Logistics (TTL), Banking & Financial services (BFS),

Insurance, Manufacturing & Retail, and Government.

We have recently boosted our on-shore capability by setting up a Shared Services Centre in Augusta, Georgia (USA). The

Shared Services centre provides an entire array of horizontal services, namely, Customer Relationship Management (contact

centre), Order To Cash (O2C), Procure To Pay (P2P), Record To Report (R2R) and Hire To Retire (H2R). In particular, this

centre adds strength to our HR outsourcing and Procurement outsourcing services.

Quick Facts• Global employees: 7000+

• 21 Sales Offices

• Operations in 14 Countries

• 10 Delivery Centres

NIIT BPM is a COPC & ISO 27001 certified entity offering front office (CRM), middle office and back office (transactional

processing) services on 24 x 7 x 365 basis, from its state of the art delivery centres. Currently it serves 30+ processes for 14

clients across multiple industries, around the world. NIIT BPM also offers outsourcing & off shoring advisory services to

companies to enable an objective assessment of the need for outsourcing/off shoring.

NIIT BPM’s focus verticals:

• Travel, Transportation & Logistics

• Banking & Financial Services Insurance

• Manufacturing & Retail

Quality & Process Excellence

NIIT BPM StrategyNIIT BPO has a focused “go to market” strategy that involves understanding the customer’s pain points, leveraging NIIT’s deep

domain expertise in the chosen verticals, and utilizing its IT resources to offer a unique, client-centric solution that best solves

client issues and/or enhance their competitive positioning. NIIT BPO uses a collaborative implementation approach wherein it

acts as a strategic partner to its clients in delivering the solution successfully.

NIIT BPM AdvantageWe understand the challenges posed by a need for continuously enhancing customer satisfaction along with reducing

operational costs and increasing revenues. To that end, we partner with all of our clients, bringing our innovative solutions,

stringent quality standards, highly skilled domain-focused resources and investments in technology, to the engagement. We

also use proprietary tools & frameworks to add value to our clients. Our

• Business Process Migration Management Methodology (BPM3) enables smooth migration of client processes to our delivery centre

• TermsMonitor (Enterprise Relationship Management System) enables real-time process management

• K-Portal (Knowledge Support System) enables capture of process knowledge for continuous process improvement

MultiChannel

Phone

E-mail

Customer Services

Finance & Accounting

Procure to Pay

HRO

Analytics

Focu

s Ve

rtic

als

Sha

red

Ser

vice

s

Airline

Cruises

TMC

OTA

GDS

Hotles

Life

Insurance Manufacturing & Retail Government

Non- Life

T T L B F S

• Reservations

• Ticketing

• Queres Management

• Customer Service

• Revenue Accounting

• Fares Loading

• Fare Auds

• Asset & Wealth Management

• Retail Banking

— Deposit Oprations

— Payment Optations

• Cosumer Lending

• Morlgoge

• Credit Cards

— Application Processing

— Underwriting

• Query resoloation & Escalations

• Up-selling & Cross Selling

• Website Navigation support

• Order Management

— Entry

— Valodation

— Changes and

— Price Validation

• New Busniess Acquisition &

Processing

• Policy Owner Servicing

• Underwriting

• Policy Administration

• Benefits Administration

• Re-insurance

• Claims Processing

G2P G2B G2G

• Back Office Processing

— Finance & Accounting [F&A]

— Scanning & Digitization

Services

• Customer Interaction Services

• Shared Services

chat

Credentials & Enablers

Client Benefits

Domain Expertise

Increased RevenuesCustomized Vertical

focused solution High Custmer Satisfaction Enhanced Brand Image Strategic Partnership

Oprational Excellence Process Innovation Technology & Infra

• BPM3 Methodology for seamless migration

• Contact centre implementation & management expertise

• Customer Services orientation through stringent SLA Management

• Rebust Corporate governance

• Integrated IT & BPO solutioning expertise

• State of art-World class infrastucture

• Robust & Secure Network Architecture

• Workflow & technology applications to track data & enhance productivity

• Metric based service delivery

• COPC 4.0 certified; SAS70 Type II Examined

• Six-Sigma methodology for Process Improvement

• K-Portal: captures & builds process knowledge

• TermsMonitor: In-house reporting tool

• Follow ISO 9001, 27001

• Vertical Focus specialists & consultants

• Incubation models to build domain process & technology competencies

• Industry specific accolades

Contact center operations and finance and accounting services, for back office, reservation, content management and account payable & receivables processing.

Client services include a wide range of Insurance services, wholesale banking & retail banking and Asset Management.

Risk entry for specialist insurance and reinsurance business exclusively at Lloyd's

Customer service, Helpdesk & Advisory service, Website navigation support, Query resolution & escalation, Up-selling and Cross selling.

Reduction in staff due to improved efficiency in offshore team• Substantial Savings of over

50% in operational cost• Regaining of lost customer

satisfaction by clearing back log on emails

• Receivable target achieved ensuring payment received for the overdue invoices on time

• 100% SLA achievements since inception of the project

Productivity enhancement: Serviced additional client products without increasing FTEs.• 100% SLA achievement

since the start of engagement

• End-user Customer Satisfaction (CSAT) Scores > 99% throughout the project

• Marked reduction in financial losses (Breakage losses) incurred due to erroneous or delayed processing

Overall 20% Reduction in Average Turn Around Time (TAT) post introduction of MIS system• Reduction in onshore Query

escalation by 50%• 50% increase in volume

during spike months managed without any SLA failure.

Increase in revenue by 44% through chat assisted sales & support.• Cost per Acquisition (CPA)

reduced by 10% due to increased conversion % and Average Order Value

• Improved quality of service which increased customer satisfaction from 82 % to 91%

• Website abandonment rate reduced to below 1%

• Increase in Average order value due to up-selling & cross selling

NIIT BPM is a subsidiary of NIIT Technologies, a global IT solutions company. With

a turnover of over US$ 225 million and presence in 14 countries, NIIT

Technologies is a premier IT Services organization which ranks among India's

leading IT software and services players. NIIT Technologies offers an impressive

array of specialized solutions targeted at globally dispersed customers.

NIIT BPM leverages the IT service portfolio strengths and the well-known training

lineage of NIIT group, to deliver world-class BPM (IT enabled) services with

measurable benefits, to clients in focus verticals such as Travel, Transportation &

Logistics, Banking & Financial Services, Insurance, Manufacturing & Retail and

Government. Our integrated IT-BPM framework helps us re-engineer processes

upfront, resulting in cost rationalization, productivity enhancement and service

quality improvement. This has helped our clients (as testified by them, time and

again) accrue increased brand loyalty and top & bottom-line gains.

www.niit-tech.com

NIIT Business Process Management Services

• Exceptional Customer Value for Industry Leading Growth

C_0

6_10

0412

Europe SingaporeIndia AmericasNIIT Technologies Ltd. Corporate Heights (Tapasya)Plot No. 5, EFGH, Sector 126Noida-Greater Noida ExpresswayNoida – 201301, U.P., IndiaPh: +91 1 120 399 9555Fax: +91 1 120 399 9150

NIIT Technologies Inc., 1050 Crown Pointe Parkway5th Floor, Atlanta, GA 30338, USAPh: +1 (770) 551 9494Toll Free: +1 (888) 454 NIITFax: +1 (770) 551 9229

NIIT Technologies Limited2nd Floor, 47 Mark LaneLondon - EC3R 7QQ, U.K.Ph: +44 (0) 20 70020700Fax: +44 (0) 20 70020701

NIIT Technologies Pte. Limited31 Kaki Bukit Road 3#05-13 TechlinkSingapore 417818Ph: +65 68488300Fax: +65 68488322

A global IT sourcing organization | 21 locations and 14 countries | 7000+ professionals | Level 5 of SEI-CMMi, ver1.2 ISO 27001 certified | Level 5 of People CMM Framework

Write to us at marketing@niit-tech.com www.niit-tech.com

Partner with NIIT Technologies to align your IT goals with your business objectives

BPO

GlobalRecognition

Select Case StudiesLow Cost Online

Travel AgentGlobal Financial Services

CompanySpecialist Insurer atLloyd’s of London

British ClothingRetail Company

Sco

pe o

f Ser

vice

sB

enef

its D

eriv

ed

CUSTOMER SUPPORT | FINANCE & ACCOUNTING | TRANSACTIONAL SUPPORT | DATA & MARKETING ANALYTICS

Banking & Financial Services | Insurance | Travel Transportation Logistics | Manufacturing & Distribution | Healthcare

Delivery Centers

Quality & Process Excellence

US— Augusta

India— Greater Noida

— GurgaonNIIT Technologies Campus