GramIT Business Presentation
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Gramit aims to transform rural India into a competitive player in the business process outsourcing (BPO) sector by providing high-quality services at lower costs compared to urban centers. The organization's model focuses on employing trained rural youth, achieving high service standards through technology and infrastructure, and maintaining compliance with service agreements. Gramit has successfully improved operational metrics for its clients while fostering economic growth in rural areas and empowering women through increased employment opportunities.
GramIT Business Presentation
- 2. The Vision To move rural India from the edge to the center of the new economy While India aims to be world’s back office, GramIT aims to be India’s back office
- 3. The Value Proposition Delivering world class quality services at significantly lower costs than urban BPO centers Increased focus on core work for client Improved productivity Reduced turnaround times Improved compliance GramIT delivers value by focusing on costs at various points in the “extended lifecycle of transactions” Reduced rework Reduced cost of hiring Reduced cost of operation Improved stakeholder delight
- 4. Customer Delight Factors World class delivery by combining trained rural youth with a proven business model 100% redundancy of facilities and capacity Seamless and uniform delivery experience to customer / end user Assured quality and timeliness of delivery through Six Sigma An organizational work ethic driven by the sole aim of delivering customer satisfaction and business value
- 5. The GramIT Center 50 seater - 100 person facility State-of-the-art infrastructure Broadband connectivity Video conferencing Power back up Access-controlled premises to ensure data security Servers and computers secured from cyber threats Result-oriented youth as employees Graduates More than 45% women employees Average age < 25 years Training Selected through a 3-stage procedure Trained in English, Quality, MS Office tools and keyboard skills Soft skill enhancement done on a periodic basis Six Sigma training for 100% employees Focus on having best-in-class people, processes and infrastructure
- 6. Technology 1 Mbps Internet bandwidth 4Mbps dedicated link on client network (for specific client) Domain controller E-mail Server Secured Internet access through firewall Infrastructure management by professionals with industry-renowned certifications (MCSE, CCNA, ITIL) Best use of technology to give customers a seamless experience 100% site-redundancy through multiple BPO centers across geography 100% redundancy of Internet bandwidth through alternate service providers 99.95% SLA / SLG compliance from ISPs UPS backup Gen-set back up for 24x7 operation Client 1 GramIT center B Client 2 Dedicated leased line Internet GramIT center A
- 7. Moving up the value chain ‘ Oct-’05 Jallikakinada village Data entry process Bill verification Payment approval forms Procurement support & coordination Translation and summary reports Voice process Voice follow-up Email follow-up Analytics Inbound calls High end backend processing Web research Indexing Translation Billing enquiry support ‘ Aug 05 # of employees Jallikakinada village Ethakota village Jallikakinada village Ethakota village Khajipalem village Jallikakinada village Ethakota village Khajipalem village Antharvedipalem village ‘ Jan 07 – ‘Dec 07 ‘ 08 Onwards 80 100 200 + 500 + 50 ‘ Jan 06 – ‘Dec 06
- 8. First rural BPO to bag commercial Call Center business from India’s most trusted business house Performance levels for KPI’s match / surpass urban call centre levels within 6 months of operation. Business value – Case study For Client A For Client B First rural BPO to execute a range of 15 services for a large IT company Significant improvements for the client on key metrics Average 37% improvement in cost per transaction 15 – 25% improvement in turnaround time > 25% improvement in scale of operations Executing more than 0.4 million transactions every year > 99% network uptime < 3% attrition > 30% Cost savings
- 9. Service offering (non-voice) Text Digitization Conversion of physical data in text-form to digital form. Data cleansing Indexing of documents Backend Services Data management services Value-added services First Rural BPO to deliver a wide range of low-end to high-end services Data translation from local language to English Creation of summaries with highlights Design of websites and managing the content SMART/ Ad hoc Services Analytics Web Research (secondary research) Document indexing HR Services Document Management System Recruitment Sourcing prospective profiles Scheduling interviews Commercial Payment approval form Generation Procurement Support & Coordination Accounting Vendor bill verification Employee claim processing
- 10. Service offering (voice) Delivery capability Telecom Health Inbound Backend Process Outbound Internal process escalations Tracking complaints and requests Activation / deactivation of accounts Customer support Answering general queries Billing information / helpdesk Troubleshooting Directory assistance Customer satisfaction feedback Grievance rederessal Service improvement feedback
- 11. Highlights More than 3 years of operation 4 Centers and 500 people in 30 months 10 clients Handling more than 30 processes for various clients 150,000 person-hours of Quality training sessions 800,000 person-hours of World-class Service Delivery 100% of the GramITians are trained in Six sigma paradigm Committed to world-class service delivery
- 12. GramIT Organization An organization structure to ensure delight and business value to customers. Accountability is key Head GramIT Head- Process Migration & Quality Head Learning & Competence Head HRD Head Operations Head Technology Head F&A Head- BD Head- Infrastructure & Admin BPO Centre Head Process In charge English Trainer HR & Admin N & S Admin Computer Trainer Senior Associates Team Lead Process Team Lead Quality City office GramIT center structure Associates N & S Associates Electrical Staff Support Staff Quality Associates
- 13. Key Customers A large IT and consulting company A highly successful pan-India emergency service provider A large publishing house based in US World's leading developer and supplier of advanced plant genetics India’s top telecom service provider Government
- 14. GramIT Impact Bringing rural youth into the mainstream economy while delivering business value Spin-offs in quality of rural basic services Role models for benefits from education Wage generation of one GramIT center equivalent to revenues from 400 acres of wetland Reverse migration from urban centers Increased women employment
- 15. Awards Winner 2007, “Services from the bottom of the pyramid” Winner 2007, “Rural transformation through virtual process ecosystems” Winner 2008, Indiatimes Social Catalyst Award
- 16. Media coverage
- 17. Thank You