Capability Document
Business Process Outsourcing
1 Rigel Networks Capability Statement
Enterprise Mobility
www.rigelnetworks.com Private and Confidential
TABLE OF CONTENTS
1) About Rigel Networks……………………………..……………………………………………..………………………………………………….………..2
2) Business Overview……………………………………………………………………………………………………………………………….….…………..3
3) Business Process Outsourcing – Rigel Networks Expertise………………………………….……………………………....................4
a) Order Management Services……………………………………………………………………………………………………………………5
b) Customer Support Services……………………………………………………………………………………………………………………..5
c) Finance and Accounting Outsourcing………………………………………………………………………………………………………6
d) Telecom Outsourcing………………………………………………………………………………………………………………………………7
e) Quality Management Outsourcing…………………………………………………………………………………………………………..7
f) Recruitment Process Outsourcing……………………………………………………………………………………………………………8
g) Back Office Outsourcing…………………………………………………………………………………………………………………………..9
4) Advantage Rigel Networks…………………………………………………………………..…………………………………………………………….10
5) Client Engagement Model………………………………………………………………………………………………………………………………….10
6) Case Studies……………………………………………………………………………………………………………………………………………………….11
a. Work Order Management ……………………………………………………………………………………………………………….………….11
b. Field Services ………………………………………………………………………………………………………………………………………………13
2 Rigel Networks Capability Statement
Enterprise Mobility
www.rigelnetworks.com Private and Confidential
1) ABOUT RIGEL NETWORKS Back to Top
RIGEL NETWORKS™: A Global “SOFTWARE SOLUTIONS” & “IT SERVICES” company
Rigel Networks is an End to End IT Service Company with an experience of more than a decade in serving SMEs across USA, EU, GCC and Aus. We transform customer’s business by consulting, providing business & infrastructure services and deploying technology solutions. Taking care of human values and ethics, we engage with every customer individually and build custom Value for Money solutions driven by culturally trained, effectively communicating and efficient certified professionals. We foster businesses by innovation, quality, structured processes and collaboration with global resources to fulfil our mission of “Let Us Grow Together!”
Our end-to-end IT solutions right from conceptualizing and designing to the implementation and support, are built on
the foundation of transparency, smooth communication and robust project management. The “Solution first” approach
combined with technological vision and innovative thinking have always enabled business to reach their full potential
and accelerate the growth.
Since our inception in 2004, we have been consistently developing strategies to widen our core IT services by
expanding its reach, retaining customer relationships, engineering new business models and enhancing service
capabilities. We have shaped our culture that is appropriate to software developers who consider their work as a craft.
This is the reason why we have had the privilege to work with some of the amazing companies on earth when it comes
to develop software product with different languages and technologies.
HIGHLIGHTS
• Established in May 22nd , 2004
• Head-quartered at California Area, USA
• Multiple state-of-the-art Offshore Development Centers in India and offices in Australia and U.K
• Zero Debts, Zero Investors & Zero Liabilities since inception
MANAGEMENT TEAM
• Bhairav Patel, Founder & CEO
• Vishal Dalsania, Founder & CTO
• Nischal Patel, CIO
3 Rigel Networks Capability Statement
Enterprise Mobility
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2) Business Overview Back to Top
Business Services
Business Transformation & Consulting
Helpdesk Services
Infrastructure Services
Business Process Outsourcing
Industries We Serve
IT
Retail
Logistics
Healthcare
Construction
Telecom
Hospitality
Business Solutions
EMR
E-Commerce Solutions
CRM
CMS
Technology Expertise
Microsoft
Open Source
Mobile
Cloud
Virtualization
Big Data
4 Rigel Networks Capability Statement
Enterprise Mobility
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3) Business Process Outsourcing – Rigel Networks Expertise Back to Top
Rigel Network’s capacity to provide comprehensive solutions expands beyond technology services and employs BPO
services. Our exquisite outsourcing services enable enterprises to economize their business processes, gain valuable
market share and inspire customer loyalty. Our major focus while serving the core business processes is to accelerate
business growth and enhance company productivity.
By marrying technology advancements with sound human resources, we at Rigel Networks deliver information-driven
business outsourcing solutions. Our areas of BPO services include:
Customer Relationship Management
Finance and Administration
Human Resources
Procurement and Customer Acquisition
Supply Chain Management
Rigel Networks provides customized global outsourcing solutions to a diverse group of clients who rely on us for
vertical-specific processes, as well as shared corporate services. In addition to a broad range of horizontal services
including Finance & Accounting (Quick books), HR Services (RPO), Back Office Work, we also maintain and
periodically check Service Level Agreement for our clients.
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Enterprise Mobility
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a) Order Management Services
It is our observation that many organizations that leverage country-specific, and customer-specific
processes often miss out on excellent growth opportunities. Considering fast paced globalization, it adds
to increased operational cost and mediocre level of customer satisfaction. It is essential to establish a
synchronized system from order to payment.
The concept of out-sourced shared service center is gaining importance and global organizations are
increasingly turning towards this approach and model.
What we offer?
Pre-order activities
Order Entry & Management
Order Fulfilment & forecasting
Inventory Management
Invoicing
Deduction / dispute management
Trade promotion administration and accounting
Collection and revenue management
Contract management
Data management
b) Customer Support Services
It is our observation that many organizations that leverage country-specific, and customer-specific
processes often miss out on excellent growth opportunities. Considering fast paced globalization, it adds
to increased operational cost and mediocre level of customer satisfaction. It is essential to establish a
synchronized system from order to payment.
The concept of out-sourced shared service center is gaining importance and global organizations are
increasingly turning towards this approach and model.
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Enterprise Mobility
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What we offer?
The technology behind customer care
Focusing on Brand Care
24 x 7 support, round the year
Focus on quality and customer satisfaction
Scalable operations with skills to handle any customer service interaction in almost any language
Any channel support (let your customers decide how they like to reach you, email, social media, web
based, phone, etc.)
c) Finance and Accounting Outsourcing
Cost reduction constraints, increasing regulatory compliance and demands for a closer alignment to the
business are driving the needs to implement a new finance and account operating model. Companies that
rashly outsource their financial processes often suffer the consequences of sloppy work produced in remote
areas by unqualified personnel. The wise finance executive conducts a thorough strategy study first,
following the steps illustrated here. The end result is an outsourcing strategy that balances risk and reward,
with a surgeon's eye toward what work "goes" and what work "stays."
What we offer?
Procure to pay
Order to cash
Record to report
Risk and Compliance practice
Keeping pace with accounting and regulatory changes
Risk and Compliance practice
Robust capabilities in tools and technology enablers
Flexible processes, models and support
Cost / Value: Efficiencies and process improvement
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Enterprise Mobility
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Back to Top
d) Telecom Outsourcing
One rapidly expanding area of interest to companies is telecom BPO outsourcing, where the business
process outsourcing will offer all, or some combination of services that include, local and long distance
services, contract negotiation, bill processing, bill payment, auditing and loss recovery, disaster recovery
plans, and telephone maintenance including adds, moves, and changes.
We provide both voice and non-voice (E-mail and Chat) telecom solution.
What we offer?
Inbound Call Center (For Customer Care, Inbound Sales)
Outbound Call Center (Outbound Sales, Collection Process)
Advertising Budget Reduction
Telephone Invoice Analysis Cost Reduction
Telecommunications Audit for Cost Recovery and Reduction
e) Quality Management Outsourcing
Quality Management Outsourcing is relatively new, and so far it has been primarily tactical with providers focusing on a few lucrative areas like supplier development, internal auditing and improvement events. This leaves the client to manage many sources or to sub-optimize their quality outsourcing.
QMS sourcing makes good sense. Who better than a dedicated independent team of highly trained specialists to ensure that goals are being met? Especially since quality is so fundamental to customer and bottom-line success. It is time-consuming and expensive to attempt to develop all the skills you need in this area and deal with constant turnover--as people move through their careers. QMS Sourcing provides consistency, expertise, third party objectivity and zero hassles.
8 Rigel Networks Capability Statement
Enterprise Mobility
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What we offer? Back to Top
Operational excellence
Audit, assessment and inspection preparation
Management advisory and reporting services
QMS maintenance
24 x 7 support, round the year
Compliance Management
performance metrics
life cycle management
Helps reduce operational costs
f) Recruitment Process Outsourcing
Recruitment Process Outsourcing Company with offshore recruiting services provides its clients with insights and capabilities that boost their freedom to achieve better-quality results through a unique way of working, which we call the collaborative business experience. We are one of the growing offshore Recruitment process outsourcing company in India, manages Staffing Services and provide offshore recruiters for all Small Businesses & Staffing Agencies serving clients globally in Information Technology, Engineering, Hospitality and Healthcare staffing Sectors.
What we offer?
Source, review and evaluate resumes
Analytics and Mapping (we are able to provide data points and observations about our client's and
their competitor's hiring trends, potential problem areas and pockets of hidden talent within the
highly competitive industry landscape.)
Skills Analysis
Enterprise Wide RPO Engagement
Partial RPO Engagement
Project Based Recruitment Outsourcing
24 x 7 support, round the year
9 Rigel Networks Capability Statement
Enterprise Mobility
www.rigelnetworks.com Private and Confidential
g) Back Office Outsourcing Back to Top
Our BPO services helps businesses grow, and move on to a bigger and better venture. While you concentrate on growing your business, we manage non-essential part of your business and help you focus on core functions. Rigel Networks has helped companies get a superior business edge by delivering best-in-class BPO services that helps them realize competitive advantage. We have made this possible by investing in latest technology, hiring only the best and working from the client's perspective. Most of the back office process operations we manage on behalf of our clients draw extensively on our deep industry-based knowledge. We provide a comprehensive range of back office solutions with proven capability to deliver effective cost savings, cutting edge the process and operational excellence within a robust compliance framework. We partner with our customers to improve F&A efficiency and effectiveness, delivering business impact both at operations as well as strategic level through:
Operational and Process Excellence
Managing Transition and Operational Risk
Improved Decision Making
Optimal Delivery Model
Culture of Compliance and Control
Data Research
What we offer?
Virtual Assistants
Content Management
HR Management
Data Management
Forms Processing
Image Processing
10 Rigel Networks Capability Statement
Enterprise Mobility
www.rigelnetworks.com Private and Confidential
4) Advantage Rigel Network Back to Top
1) Extensive Multiple Industry Knowledge: We have an extensive experience of numerous projects in various industries like Healthcare, Telecom, IT, Retail, Construction, and Logistics
2) Certified Technology Experts: We are certified Microsoft Gold Partners and Kentico Bronze Partners
3) One-Stop-Destination for all your IT needs: We are an End-To-End IT Solutions and Service provider combining latest technologies and strategic expertise to meet client’s requirements. We can offer services from requirement analysis, technical design, development, QA, testing and till support, training and maintenance
4) Flexible Engagement Model: Whether it’s project-to-project base or dedicated team base, our engagement model is designed to meet our clients’ needs We can ramp up a development team for our clients at a very short notice
5) Cultural Synchronization: We go extra mile to understand our client’s culture and hence, there is always a cultural synchronization between us and our clients.
5) Client Engagement Model
Our client engagement model involves:
1) The client will be conducting the interviews before hiring the resources.
2) Resources will be able to work on the client Time zone irrespective of the geographical location and time.
3) Resources will be directly coordinating with the client and will be available on Skype during working hours,
can be contacted over the Phone when needed.
4) Resources will be working from our Indian Branch, however, they will be fully controlled and monitored by
the client.
5) Resources will be ready for daily to weekly bases reporting, if required.
6) Resources can be hired from Hourly to Monthly bases.
7) Free replacement of the resources will be offered, if the client do not find them good or they left the
company.
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Enterprise Mobility
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6. Case Studies Back to Top
Industry
Information Technology
Organization Size
Medium (400+ employees)
Country
United States
Customer Profile
A leading IT service provider in
US provides online support,
server management, data
backup support, security to
various customers across the
globe
Business Needs
The client’s majority of the service requests were issued via e-mail or call. Often,
these requests were missed due to different time – zones resulting in poor
customer service and satisfaction levels.
The manual processes did not allow historical tracking of the information related
to the IT support and maintenance activities performed by the client. It was
essential to maintain accountability for all the activities performed in order to
keep a check on billing.
Rigel Delivery
Rigel Networks provided a dedicated team which was trained and skilled to
manage IT service tickets in a timely manner improving customer satisfaction level
significantly. We offered 24*7 support with IT help desk experts available round
the clock to attend the requests irrespective of the location.
A Few Key Features
• 24*7 Live Support
• Easy integration of e-mail to and from the clients in a single system. Easy
for customers to view their ticket and the current status.
• Effective communication between Client, Support Engineers, and his
customers.
• Seamless integration with other office tools
• Scheduling tool allows easy assignment and re-assignment of the work.
• Provides historical records of all the service tickets and work completed by
each engineer.
• Reduced duplication and elimination of errors.
Work Order Management
12 Rigel Networks Capability Statement
Enterprise Mobility
www.rigelnetworks.com Private and Confidential
Back to Tops
Industry
Information Technology
Organization Size
Medium (400+ employees)
Country
United States
Customer Profile
A leading IT service provider in US
provides online support, server
management, data backup
support, security to various
customers across the globe
The Outcome
• Decreased missed appointments from 25% to less than 1%.
• Second follow up calls from the customers were eliminated.
• Decreased ticket resolution time.
• Single point of source for all the information related to a client
• Easy and efficient to collaborate with the customers.
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Enterprise Mobility
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Back to Top
Field Services
Industry
Information Technology
Organization Size
Medium (201-500 employees)
Country
United States
Customer Profile
The client is one of the leading
US based retailer, of various
equipment like printers,
scanners, Xerox machines, POS
machines etc.
Business Need
Our client is one of the leading US based retailer, of various equipment like
printers, scanners, Xerox machines, POS machines etc. Their reputation for value
of money and good customer service has enabled them to become one of the
biggest retailer in US.
Until 2013, they managed their own repair and warranty operations through an
internal team, with staff having to negotiate servicer booking and scheduling and
continually monitor response and completion times. However, with the growth of
the business, it was recognized that this was not the most efficient use of internal
manpower and a decision was made to outsource their Field Services.
Rigel Delivery
Rigel Networks with its existing staff of highly skilled and trained personals, along
with its high level of commissioning, enabled speedier servicer scheduling and
faster job completion. We had the ability to provide high levels of customer
service to back up the fully outsourced solution which they offer; from initial
customer contact and soft fixes on the phone, through scheduling the manpower
and managing the full repair process. Our customer care team are the first and
last point of customer contact for warranty repairs. This would allow his internal
staff to focus their energies on the core sales business.
A Few Key Features
24/7 * 365 help desk support
Well trained support staff delivering best-in-class services
100% Achievement of SLAs and KPIs
Achieving continual process improvements and increased business agility
14 Rigel Networks Capability Statement
Enterprise Mobility
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Industry
Information Technology
Organization Size
Medium (201-500 employees)
Country
United States
Customer Profile
The client is one of the leading US
based retailer, of various
equipment like printers, scanners,
Xerox machines, POS machines
etc.
The Outcome
There was 30% increase in the ROI for the client due to prompt
and apt response from our team.
Owing to our variable cost base, as charges are made per job,
there was a considerable amount of reductions in costs on the
repair and warranty side.
The client has now expanded to 2 other remote locations in
United States.
We have provided our client with timely and cost effective
solutions that has served to significantly enhance the ESI
customer experience