SAFA has undertaken a variety of advisory assignments with multinational companies looking at the India opportunity for call center and back office processing.

Nature of Assignments

1. Comparative Analysis of Service Providers
2. Formulation of Entry Strategy
    • Outsource
    • Strategic Alliance
    • Joint Venture
    • Wholly Owned Subsidiary
3. Joint Venture / Alliance Partner Search
4. Due Diligence on Indian Company
5. Negotiation of Terms of Contract / Alliance
6. Financial Structuring of India Investment
7. Arranging Domestic Funding

Client Companies

The multinational companies with whom we have interacted are:

   • Computer Processing - EDS Corporation, Affiliated Computer Services.
   • Insurance - AIG, Lincoln Financial Group, Canada Life, BUPA.
   • Banking - Citigroup (The Associates), Capital One and Scotiabank.
   • Others - Carlton Group, Healthwide, Net4India, Kidsnet.

Assignments - Call Center

Capital One, USA

Assessment & Due Diligence - Assisted in identifying and short listing the appropriate call center companies in India for outsourcing a part of their voice inbound and outbound requirements.

Carlton Group, USA

Comparative Analysis and Strategic Alliance - Researched appropriate companies / facilities for their voice, inbound and outbound, requirements. Currently, negotiating a strategic alliance with two Indian companies.

Healthwide, USA

Identification and Evaluation - Assisting in identifying and evaluating the appropriate call centers companies in India for outsourcing their web and voice requirements.

Net4India, India

Strategic Alliance and Financial Structuring - Retained by this national ISP to arrange strategic alliances with major multinational companies. Assisting in partnering with international companies for call center and internet data center.

Assignments - Back Office Processing

Healthwide, USA

Digitizing Medical Records - Assisting in identifying the appropriate data processing company for outsourcing digitization of 300,000 medical records per annum.

Kidsnet, USA

Web Site Evaluation - Identified and negotiated the terms of contract for outsourcing the evaluation of 100,000 web sites for this Florida based company for specific visual and text content. The assignment is expected to get extended to 1,000,000 web sites later this year.

Canada Life, Canada

Insurance Claims Processing - Acted as advisor for migration of insurance claims processing to India. Introduced them to five suitable companies for outsourcing their requirements.

Services - Call Center

The range of services that are being provided out of India are:

   • Voice - Inbound and outbound
   • Web - e-mail, chat, fax, web site assistance
   • Internet - e-mail support, technical support

For Web and Internet, CRM capabilities are provided. It is expected that by April 2002, VoIP would also be allowed.

The predominant applications are Telemarketing, Collections and Customer Care Support - Complaints Handling, Sales Support, Account Management and Technical Queries.

Services - Back Office Processing

The range of services that are being provided out of India are:

   • Financial Accounting and related services
   • Insurance claim processing
   • Insurance under writing
   • Medical records digitizing and scanning
   • Medical transcription
   • Legal data management
   • Publishing of Text for books, journals and encyclopedia

The Financial Services being offered are:

Financial Capture
   • Financial Control
   • Travel Accounting

Accounting Operations
   • Financial Accounting
   • Financial Reporting
   • Reconciliation's
   • Asset Management