bpo industry case study analysis
Tecnovate: Challenges of BPO
Performed by BPM team:
Anna Bachurina
Anastasia Baulina
Agnessa Shpakova
Maxim Peskin
Vladimir Maksimov
Agenda
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•
•
•
•
•
Current situation
Analysis
Trends and risks
BPO: value chain viewpoint
Strategic opportunities
Implementation: framework and issues
Where we are: brief
BPO markets expanding, new opportunities are tempting: – What are the core competencies we rely on?
– How to use them efficiently?
– Do we enter new segments or focus down?
– What risks do both companies face?
Key Forces for Tecnovate
New entrants:
Low entrance barriers
Focused offers required
Existing competition:
Lots of local/regional companies
IT services — global majors
Acquisition by Cendant = protection
Customers:
Cendant
Third party (possible)
General trends and assumptions
• Indian BPO is growing (35% in 2006)
• Value competition is decisive :
Demands and aims of outsourcing clients
«Critical mass» => consolidation and differentiation Growth potential + low entrance barriers = more and more entrants
• Travel drives Tecnovate’s BPO business – travel market in EU & Australasia grows by 20% y-on-y (conservative)
Travel BPO should be the top priority
3rd parties
Cendant
ownership outsourcing, tasks, future & present
ebookers
Tecnovate
Tecnovate services along travel distribution value chain
Pre-sales:
Advertising
Telemarketing
Web content management
Sales:
Online processing
Forms and applications processing Aftersales:
E-mail management
Helpdesk services
Customer support
E-business and web solutions design/implementation
Software services: development, integration, maintenance
Corporate Culture
R&D and Consulting/Networking
Financial operations support
Strategic opportunities: 2 stages
1.Tecnovate as Cendant’s business unit
2.Tecnovate as independent business
Strategies: Cendant + Tecnovate
1. Profit centre philosophy =
Tecnovate gains more
Performed by BPM team:
Anna Bachurina
Anastasia Baulina
Agnessa Shpakova
Maxim Peskin
Vladimir Maksimov
Agenda
•
•
•
•
•
•
Current situation
Analysis
Trends and risks
BPO: value chain viewpoint
Strategic opportunities
Implementation: framework and issues
Where we are: brief
BPO markets expanding, new opportunities are tempting: – What are the core competencies we rely on?
– How to use them efficiently?
– Do we enter new segments or focus down?
– What risks do both companies face?
Key Forces for Tecnovate
New entrants:
Low entrance barriers
Focused offers required
Existing competition:
Lots of local/regional companies
IT services — global majors
Acquisition by Cendant = protection
Customers:
Cendant
Third party (possible)
General trends and assumptions
• Indian BPO is growing (35% in 2006)
• Value competition is decisive :
Demands and aims of outsourcing clients
«Critical mass» => consolidation and differentiation Growth potential + low entrance barriers = more and more entrants
• Travel drives Tecnovate’s BPO business – travel market in EU & Australasia grows by 20% y-on-y (conservative)
Travel BPO should be the top priority
3rd parties
Cendant
ownership outsourcing, tasks, future & present
ebookers
Tecnovate
Tecnovate services along travel distribution value chain
Pre-sales:
Advertising
Telemarketing
Web content management
Sales:
Online processing
Forms and applications processing Aftersales:
E-mail management
Helpdesk services
Customer support
E-business and web solutions design/implementation
Software services: development, integration, maintenance
Corporate Culture
R&D and Consulting/Networking
Financial operations support
Strategic opportunities: 2 stages
1.Tecnovate as Cendant’s business unit
2.Tecnovate as independent business
Strategies: Cendant + Tecnovate
1. Profit centre philosophy =
Tecnovate gains more