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NASSCOM BPM Summit 2013 – Session 6b – Business Process on Cloud – Enhancing Client Value – Anantha Radhakrishnan

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Business Process on Cloud
Enhancing Client Value
Who says having your head in the cloud is a bad thing ?
Anantha Radhakrishnan
18th Sep 2013
Cool Technology
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Cloud – The BPM Business Models
Cloud is redefining the way BPM services are delivered and consumed.
Traditional Approach
Captive SSC / BPO
(1:1 model)
SaaS / BPO
(1: many cloud model)
BPOC
BPaaS with SaaS
(Many : Many Model)
Business Platforms
(ERPaaS + SaaS + BPaaS)
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For an ANZ subsidiary of a Leading Global Staffing Solutions Organization, an integrated Back to
Front office Solution, automating the Payroll-to-Invoicing process on a Cloud-based Infosys
Business Platform model
Business Outcomes Engagement
Business Platform Model
(Integrated IT and BPM Transformation – Case Study 1)
Managed Services
• Payroll Accuracy of 99.5% (from
~80%), Customer and Contractor
retention uplift of 4%-6%
• Reduced Revenue leakage and
Topline improvement by 6% -8%
• Improved Cash Flows by 40%
• Co-Created a Next-Generation
Contractor and Customer
Portal, with a 360 Degrees
Business and Operations view
• Integrated IT and BPM ,
fully managed services
Cloud-based model
• Business Outcomes-
based, Capex-to-Opex ,
Variable Pricing model
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Income Tax Centralized Processing Center was set up to process efiled returns for the whole of
India. Quick processing, timely disposal of refund claims and focused customer service were the
main aims of the project.
Business Outcomes Engagement
Business Platform Model
(Integrated IT and BPM Transformation – Case Study 2)
Managed Services
• Processed around 46 Million IT
records till date over past 4 years
• Out of 2.86 crore registered users,
ITD CPC has served 1.57 crore in
FY2013. This is around 55% of
assesse base and more than 90% of
assesse registered on e-filing site
• Prior to CPC- Average 217 days and
Post CPC – Average 66 days.
• Dedicated call center working 12
hours a day.
• Intimations giving clear information
on the computation made and
highlighting differences if any.
• Proactive communication on all the
stages of the life cycle of a return
filed with ITD.
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• Build – Own – Operate – Transfer
(BOOT) model where Infosys
builds all the systems and
processes for processing Income
Tax returns .
• A true blue conversion of Capex
into Opex project with the client
incurring no front end Capex and
paying only for transactions
conducted on his behalf
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