Brief Profiles of BPO service providers to Retail industry by Sutherland Global Services

Brief Profiles of BPO service providers to Retail industry December 2011

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Genpact (1/2) About the Company

• Genpact, founded in 1997 is global business process and technology management service provider • It manages more than 3000 process for 500+ clients across all the industries it serves

Company’s Retail practice

• Genpact helps its clients to optimize marketing spend, manage product pricing and promotions, understand shopper behavior, increase customer loyalty, and manage retail assortment • Its retail division is headed by Balkrishna Karla - SVP - Consumer Products, Retail, Pharmaceutical and Hi-tech • In Jan 2010 , Genpact acquired shared service center of Walgreens Danville facility • In 2008 Genpact’s retail and travel segment accounted $40 M • Genpact acquired Symphony Marketing Solutions in 2010 to expands its retail , pharmaceutical and consumer packaged goods vertical

Retail BPO service offerings

• Smart decision solutions: Business & primary research, Shopper insights, Marketing insights, Campaign management, Technology and automation, BI, analysis and reporting , Content and data management • Finance and Accounting: Order-to-cash, Procure-to-pay, Record-to-report, Accounts payable, General accounting, Decision support • Supply chain management: Visibility Management, Inventory classification, Demand forecasting, Service level optimization, Obsolescence management • Content Solutions: Printed collateral, Strategic training assessments, Performance support tools, Sales force effectiveness, Customer content, Reusable assets • Re-engineering: Cash flow optimization, Rebate/ discount optimization, Inventory optimization Customized Lean/Six Sigma training

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Genpact (2/2) Clients

Hello Communications Inc, Walgreens Company Name Deal Duration

Significant Deals

Total Contract Value

Description

Hello Communications Inc

2010 – NA

$15 M

Process outsourced: • Customer service • Finance and accounting • IT infrastructure support • Back office processing services Genpact provides above services from its delivery centers in China

Walgreens

2010 – 2020

$40 M

Accounting process outsourced Genpact acquired Walgreens Danville facility and approximately 500 accounts employees got transferred under Genpact

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WNS About the Company

• WNS is a BPO company serving more than 200 clients globally across different verticals • Its major verticals travel and insurance accounts 55% of its revenue

Company’s Retail practice

• WNS provides various services to retail and consumer products companies, including supply chain management, logistics and sales, marketing , Finance and accounting and customer care • WNS retail is headed by Jay Venkateswaran - Business Unit Leader

Retail BPO service offerings

• Strategy Support: Global landscape assessment, Segmentation and targeting, Consumer response modeling and drivers analysis, Modeling initiative success and Business and financial Research • Decision Support: Market mix modeling, Trade optimization, Pricing analytics, Shelf optimization, Volume forecasting, Market research and Supply chain analytics • Custom Analytics and Data Services: Data-based insights, MIS and reporting, Data management • Finance and Accounting: Procure to pay, Record to rebate, Order to cash, Supply chain finance • Management Information Tools: Tracking tools, Simulation tools, Planning tools

(Retail and Consumer Packaged Goods Industry service offerings)

Clients

Church's Chicken Company Name Deal Duration

Significant Deals

Church's Chicken

2006-2011

Total Contract Value

Description Process outsourced: • Accounts receivables • Accounts payables • Bank account reconciliation • General ledger maintenance processes WNS provides F&A services to all the restaurants of Church's Chicken. It also maintain ERP platform to support F&A functions

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Wipro (1/2) About the Company

• Wipro Technologies the IT business of Wipro Limited is a Information Technology, Consulting and Outsourcing company • Wipro employs 122,000 people catering to clients across 54 countries

Company’s Retail practice

• Wipro’s retail vertical offers both IT as well as BPO solutions and accounted 10% of total revenue in FY2009, increase of 70% from the previous year • Its BPO offerings in retail is spread across various domains like finance & accounting, human resource and supply chain management besides providing industry based solutions • Wipro BPO Retail FTE: 1500+ (Wipro retail FTE including IT is 5000+) • Wipro recently opened rural BPO center, which will have 50 seat pilot project for its international retail client • The retail division of Wipro is headed by Bhanumurthy B. M(SVP) • Wipro has setup a shared service center in Chennai with a dedicated team of 180 FTE’s to provide global HR support to one of the largest retailer in U.S

Retail BPO service offerings

• Finance and Accounting: Procure to pay Cycle, Order to Cash cycle, Record to Report, Compliance, Risk Management, Internal Auditing, Treasury and Store Accounting • Human Resource Outsourcing: Workforce Administration, Recruitment Administration, Payroll Processing, Compensation Administration, Learning Administration and Benefits Administration • Supply Chain Management: Plan, Source to Pay, Make, Move, Store and Sell, Return/Reverse Logistics • Sales and Marketing operations: Promotions Management and Effectiveness Analysis, Insights and Analytics and Price administration • LPO: Lease management/Tracking, Collections and Contract Management • Portal Support: Content management, Promotions Management, Pricing Administration • Store specific solutions: Master Data management, Category/Inventory Management, New Product Introduction, Store Design, Store Layout Plan and Asset Tracking • Customer centric solutions : Customer relationship management, Loyalty card support, Catalogue Management, Technical Help desk and Email management (Retail and Consumer Packaged Goods Industry service offerings)

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Wipro (2/2)

Clients

Target, Staples, BestBuy, PepBoys, JCPenney, Morrison, B&Q, United Colors of Benetton, Nisa Today's, Sabeco, Despar, Charming Shoppes, Inc, Ahold, Williams-Sonoma (Both IT and BPO clients) Company Name Deal Duration

Significant Deals

Anonymous (One of the biggest retailer in US)

Total Contract Value

Description Process outsourced: • Contact centre • Transaction services • Payroll reconciliation & processing • Recruitment • HR administration Acquired shared service center to provide HR outsourcing services. Currently a team of 180 people is providing services from Wipro’s Chennai center

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Accenture About the Company

• Accenture is a global consulting, technology service provider and outsourcing company • It employs 236000 people providing services to 19 industries, its clientele includes 94 of the Fortune Global 100

Company’s Retail practice

• •

Retail BPO service offerings

• Finance and Accounting: Procure to pay, Order to cash, Record to report and Retained finance services • Human Resource Outsourcing: Recruitment, Performance and Progression, Learning Compensation, HR Administration Services (Payroll, Benefits, Workforce and Data Administration, Case Management, Customer Support) • Learning BPO services: Learning Planning and Curriculum Design, Content Development, Session Management and Scheduling, Learning Delivery, Content Management, Learning Administration such as Infrastructure Enablement, Vendor Management etc

Clients Significant Deals

Accenture provides both BPO and IT services in retail industry Janet Hoffman - Managing Director Global Retail Practice

Walmart, Carrefour, Walgreens, Groupe Casino, Metro AG, Loblaws, Staples, Fast Retailing, Starbucks, Edcon and New Look (Both BPO and IT clients) Company Name Deal Duration BestBuy

2004-NA

Total Contract Value NA

Description Accenture provides HR contact center process to BestBuy. Currently it answers more than 80% employees inquires. It provides 24/7 HR support

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TCS About the Company

• Tata Consultancy Services Limited (TCS) incorporated in 1968 provides information technology (IT) services, business solutions, and outsourcing services • TCS BPO has client base of more than 132 and more than 70% of its clients renew services annually

Company’s Retail practice

• The retail vertical is one of the fastest growing verticals at TCS, It offers a complete portfolio of services such as consulting, IT infrastructure services, BPO, assurance and enterprise solutions to retail and consumer packaged goods companies • Since past 15+ years TCS is providing retail services, currently more than 14,000 employees provide services to 6 of the top 10 global retailers • In FY,2010 retail and consumer packaged goods contributed approximately 10.59% of total revenue • The retail division is headed by Pratik Pal – Global Head of Retail • Merchandizing: SKU Maintenance and Management, Retail Price Change, Retail Cost Change, Category Management, Item Management, Planogramming, Space Planning, Assortment Planning and Floor Planning • Store Planning: Workforce Planning and Scheduling, Inventory Management, Forecasting and Replenishment • Store Support: IT Helpdesk and Point of Sale (PoS)

Retail BPO service offerings

Clients Significant Deals

Apart from Industry specific services mentioned above TCS also provides cross industry functions such as • Human capital management: Payroll Processing, Talent Acquisition, Retention, Training and Development, Separation, Analytics and Employee Data Management • Finance & Accounting: Accounts payable and T&E claims, Accounts receivable, credit management and collections, General ledger and reporting, Fixed assets accounting, Financial planning and budgeting, Regulatory reporting and compliance and audits, Treasury and risk management, Forecasting and analytics • Supply chain management: Spend management , Transactional procurement , Procurement system support and master data management SuperNova Inc.

Company Name Deal Duration Super-Valu Services India

2010 - NA

Total Contract Value $ 100 M

Description TCS acquired shared service center of SuperValu Inc, a U.S based grocery retail store to provide IT and BPO services to its parent company. More than 600 employees will be transferred to TCS

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Infosys (1/2) About the Company

• Infosys Ltd is a second largest IT company in India, providing business consulting, technology, engineering and outsourcing services • Infosys BPO, the Business Process Outsourcing subsidiary of Infosys Limited, is an end-to-end outsourcing services provider

Company’s Retail practice

• The Infosys BPO Retail and CPG practice offers a wide range of industry-specific solutions, supply chain solutions, store solutions, customer-centric solutions and analytics • Retail vertical is headed by Pravin Rao – SVP Global Head, Retail, Consumer Packaged Goods, Logistics and Life Sciences; Head, Infrastructure Management Services • Retail and CPG vertical contributed 15.6% of revenue in Q2 - 2011

Retail BPO service offerings

• Finance Accounting: Accounts Payable, Accounts Receivable, Fixed Assets Accounting, General Ledger, Financial Planning and Analysis • Human Resources: Payroll Processing Compensation Administration, Benefits Administration and Recruitment & Training Support • Sourcing and Procurement: Spend Analytics, Contract Compliance, Tactical Procurement and Strategic Sourcing • Operations Support: Labor Scheduling & Workforce Management Temporary Staffing, Store Layout Planning • Category/Inventory Management: Merchandise Assortment Planning, Forecasting, Replenishment Support and Order Management • Master Data Management: Item Data Management – Item Creation, Item Maintenance, Item Delete Item Forceout Vendor/Customer Data Management • Customer Relationship Management: Cal Center Support, Online Sales Support, Catalog Sales Support • Coupon /Loyalty Card Processing: Campaign Management, Loyalty Program Tracking • Content Design: Merchandising Collateral Design, Catalog Design, Online Store Set Up Retail Analytics Offerings: • Research – Industry analysis and competitor analysis • Store sales analysis – Store revenue and profitability analysis, store promotions analysis and in-store intervention analysis • Product analysis – SKU performance, new product performance and promotion effectiveness • Customer analysis – Customer spend analysis, market basket analysis and credit risk analysis (Retail and Consumer Packaged Goods Industry service offerings)

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Infosys (2/2) Clients Significant Deals

Leading retailer in UK has outsourced its customer service functions to Infosys center in Philippines Company Name Deal Duration

Total Contract Value

Description

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Cognizant About the Company

• Cognizant is a U.S based Information technology company providing custom IT solutions, consulting and business process outsourcing services

Company’s Retail practice

• • • • •

Retail BPO service offerings Clients

Cognizant offers various IT infrastructure services and BPO solutions in retail vertical Cognizant Retail works with 11 of the top 30 U.S. retailers and eight of the top 30 global retailers Retail FTE: 4000+ Retail practice is headed by Nirav Patel - Vice-President The manufacturing, retail and logistics vertical is the fastest growing segment, accounting for 19 percent of its overall revenues in 2010

• Strategic Consulting Services: Warehouse-management assessment and strategy, Online-retail assessment and strategy, Store operations optimization,Analytics: campaign optimization, price and markdown optimization • Finance and accounting: Purchase to pay, Order to cash, and Record to report • Procurement • Research and analytics • POS helpdesk Walmart, Marks & Spencer and Staples (Both BPO and IT clients) Company Name Deal Duration

Significant Deals

Marks & Spencer (M&S)

Total Contract Value

Description Process outsourced: • Remote IT infrastructure management service • Application support services of level 2/3 support to company business line Cognizant provides these services to M&S end-users at stores, warehouses and head office

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ACS About the Company

• ACS, a Xerox Company , provide outsourcing in business process and information technology across various industries • It serves Government, Communications, Manufacturing, Retail, Financial Services, Healthcare, Education, and Transportation industries

Company’s Retail practice

• ACS has 20 years of experience in servicing retail companies • ACS provides both BPO and IT solutions focused on a variety of segments including Convenience Stores, Department stores, Merchandise stores, Specialty Retailers and Restaurants

Retail BPO service offerings

Clients

• Customer Care Services: Activations, Business Intelligence, Collections, Customer Relationship/Loyalty Program Management, Customer Service, Dispatch, Impact Calls, Order Entry, Payment Processing, Product Lifecycle Support, Retention, Sales, SelfService (Web, IVR), Technical Support, Upgrade and Welcome Calls • Transactional Services: Accounts Payable Processing, Data Capture, Distributed and Central Image Capture, Document Digitization, Document Recognition, Preparation and Scanning, Image Storage and Retrieval, Intelligent Queue, Exception and Post-Processing, Mailroom (Inbound/Outbound), Online Solutions, Payment Processing, Total Document, Content and Record Management, Systems Engineering and Integration and Workflow and Application Development McDonald’s, Office Depot, 7-Eleven, Steak and Ale, eBay, Bennigan’s , Europart(Both BPO and IT clients)

Company Name Deal Duration

Significant Deals

Office Depot

Europart

2010 – 2017

2007-2014

Total Contract Value

Description

$25 M

Process outsourced: • Accounts payable • Document management • Accounts receivable functions of credit, collections and sales tax processing Since 2004 ACS provides F&A services to Office Depot, In 2010 company renewed its contract and expanded its outsourcing services

$82M

Process outsourced: • Document management • Invoice processing • Customer service

www.sutherlandglobal.com 22 February 2013

Sitel About the Company

• Sitel provides integrated customer care and back office processing services • Sitel provides solutions from onshore, nearshore and offshore locations across 135+ facilities globally

Company’s Retail practice

• Sitel provides multi-channel customer service outsourcing to retail clients and their customers • They serve Store chains, Online eTailers and Loyalty Programs • Signed a contract with a Leading retailer from UK to provide multi-channel customer care service offerings

Retail BPO service offerings

• Providing first-level product support for inbound customer calls, email support, marketing support, and fulfillment of product information requests • Managing calls related to nutrition, product information, promotions, and contests • Warehouse and fulfillment services for product replacement • Reducing open order ticket backlogs to capitalize on near-term revenue opportunities • Establishing exclusive departments for high-end customer service • Negotiating service fees and setting in-home service appointments • Developing troubleshooting techniques and solutions for consumer electronic products • Developing online knowledge bases/FAQ repositories • Providing back office support specializing in product return authorizations and handling the end-to-end return process

Clients Significant Deals

Starbucks Company Name Deal Duration

Starbucks

2010-NA

Total Contract Value

Description Starbucks has outsourced its contact center to Sitel . Sitel handles customer calls regarding the high price of coffee, and suggestions for improved service

www.sutherlandglobal.com 22 February 2013

HP About the Company

• HP is an Information technology corporation provides products, technologies, software, solutions and BPO service to various industries globally

Company’s Retail practice

• HP provides IT and BPO services under retail vertical • It has 30 years of BPO experience in consumer and retail vertical • Ray Carlin- Vice president, Retail Solutions Global Business Unit Customer Relationship Management (CRM) Services • Sales and marketing: Order processing/up-sell and cross-sell, Customer retention, Field sales support • Customer care: Billing and collections, General inquiries, Account management, Status and tracking, • Returns management • Technical Support: Product/service usage and troubleshooting and Warranty administration

Retail BPO service offerings

Document Processing Services • Inbound Document Processing: Document imaging and scanning, Data capture, Image archive, retrieval, and tracking • Outbound Document Processing: Printing and distributing, Document composition, Electronic image presentment, Electronic output • Technical Documentation: Technical documentation creation, Data file receipt and processing Enterprise Administration Services • Finance & Administration Services: Source-to-pay, Order-to-cash, Record-to-report, Payment recovery services, Reporting and analytics • Payroll Services: Source-to-gross, Gross-to-net administration, Time and attendance administration, Tax filing, Audit and compliance, reporting • Procurement Services: Spend analytics, Category management, Procurement operations (Retail and Consumer Packaged Goods Industry service offerings)

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Convergys About the Company

• Convergys provides relationship management solutions to help its clients to drive more value from its customers • Its business segments are customer management and information management

Company’s Retail practice

• Convergys has more than 20 years of experience in serving retail industry • It provides business and customer intelligence services, store and contact center technology services to retail vertical • It s retail division is headed by Bridget Trask, Vice President of Retail and Consumer Services

Retail BPO service offerings

CLM Services: Store Customer Service, Store Sales Support, Store Training Services, Upsell/Crossell, Customer Acquisition & Retention, Customer Intelligence Services, Customer Analytics, Data and Technology Management and Sales Force Optimization

Clients

BLM Services: Correspondence Processing, Order Provisioning, Account Maintenance, Order to Cash NA Company Name Deal Duration

Significant Deals

Anonymous (Large American women’s retailer)

Total Contract Value

Description Process outsourced: contact center to support phone and online sales operations Customer-feedback and revenue-generation processes HR outsourcing including hiring, training and quality process

www.sutherlandglobal.com 22 February 2013

IBM About the Company

• IBM is a technology and consulting firm; manufactures computer hardware and software, offers infrastructure, hosting, consulting services and outsourcing services • IBM BPO provides F&A, human resources, supply chain and customer relationship management services across verticals it serves

Company’s Retail practice

• IBM provides BPO as well as IT services to its retail clients • IBM retail BPO services includes Analytics, F&A, HR outsourcing, CRM • Its retail vertical is headed by Steve Ladwig,General Manager IBM Retail Store Solutions • Merchandising and Product Management: Integrated Merchandise Planning and Analytics, Master Product Information Management, Market Basket Analysis and Product Information Process Management • Financial Performance Management and Analytics: Financial Analytics, Financial Consolidation and Human Capital Management • Customer analytics

Retail BPO service offerings

Clients Significant Deals

Across the industries company provide below outsourcing services • Customer Relationship Management • Finance and Administration: Accounts payable processes, Order-to-cash process, Record-to-report processes, Travel and entertainment expense reporting processes • Human Resources • Procurement and Supply Chain Management NA Company Name Deal Duration NA

Total Contract Value NA

Description NA

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