Financial Services Marketing

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Biometric Technology Trends in Financial Services Companies

Monday, September 19th, 2016

September the 11th put biometric companies on the map and elevated these technologies to the point of revealing them as a panacea for virtually all national safekeeping problems. If biometrics can be cast-off to spot terrorists as they amble through public jamboree spaces, there have to be business applications in financial services.

Identity larceny is the utmost nascent crime in the world, in United States of America only, it distraught more than 700,000 individuals in 2001. 60 percent of bank swindle cases concerned company employees, showing financial institutions are not only at jeopardy outwardly, but also from inside these establishments

Biometrics offer additional robust security than passwords, Pins, smart cards, tokens, or public key infrastructure (PKI) because they recognize people themselves rather than devices that can be misplaced or robbed and consequently positioned in the hands of unauthorized consumers. Such a system is ever more necessary as financial institutions progress toward a self-service form and try to move more and more of the majority of services to the Internet in an attempt to control costs and meet up customer demands. The propensity to verify completely and authenticate who is in fact at the other end of a transaction is currently a most important obstacle to financial institutions affecting their most dangerous and lucrative dealings online.

Biometric technologies can help the lot overcome this hindrance by providing a means to guarantee, with high certainty, that a remote user is who he or she claims to be. Thorough same level of sureness cannot be budged with a password. Biometrics can also be used by financial institutions to authorize in-house and external transactions, to preserve a review trail, to make safe entry to data centers, to log onto networks, and to ease customers to execute banking functions at ATM, over the Internet, and on the telephone, with superior security and not as much of hassle. There has been an elementary prototype shift in disposition of human beings. The income of a financial institution is the confidence people have in their safekeeping Systems. Seeing that the possessors of sensitive and private data, financial institutions are duty-bound to ensure the utmost levels of safety.

Financial Institutions have enough reason to investigate new technologies to augment current security methods and substitute those that are most vulnerable to handling fraud. Declining expenses of biometric solutions, superior accuracy levels, compact devices, and changing consumer outlook have placed biometric technologies as a very practicable option, an established market alert on criminal detection, a budding market to pay heed attention on authentication, and an overt market paying attention on surveillance. While popular media is boasting the option of biometrics to be used for surveillance, it is the promising authentication marketplace that will start most people to biometrics and indeed it has a place in a financial institution’s authentication policy. In malevolence of recent captions, biometrics is not a new-fang led science.

The first known take up of biometrics comes from 14th-century China, where prints of children’s feet, hands, and fingers were imprinted onto paper with ink to be used for subsequent detection. Modern fingerprinting for criminal identification was launched in 1901 when Sir Edward Richard Henry convinced Scotland Yard to engender and regulate a classification system to help in the paper record, searching, and evaluation of fingerprints.

Whilst the technology has been budding for years as part of the broad-based security industry promising the use of biometric authentication in financial services is in its early years. Early applications are just opening to emerge and financial organizations are just now launching to explore relevant deployment Biometric paraphernalia do indeed have a situate in a financial institution’s authentication stratagem and should first be scrutinized in the context of providing cost-effective employee authentication.

Biometric Options. Every biometric test is originated on quantifiable physical distinctiveness or behavioral character. Physical biometric distinctiveness is interrelated to physical body parts and include:

Finger Imbibed finger investigates the unique blueprint shaped by raised marks found on the tip of the finger.  Facial recognition scrutinizes the genuflects of the face and or the temperature on the face triggered by the flow of blood under the skin.

Hand. Hand geometry processes and investigates the silhouette and added distinctiveness of the hand.

Iris. Iris scanning examines the colored ring of tissue that surrounds the pupil.

Retina. Retina scanning analyzes the exclusive sample formed by blood vessels positioned at the back of the eye.

Handwriting analysis. Signature authentication analyzes the momentum, velocity, and force of the hand at the same time as an individual signs his or her name.

Keystroke dynamics. Keystroke dynamics, measures the rapidity, pressure, and rhythm of a people keystrokes as he or she keys in on a keyboard. Biometrics are capable of also be an amalgamation of physical characteristics and behaving traits:

Voice. Voice recognition, canisters acoustically derivative from the grouping of biological characteristics (oral cords, nasal opening, and the mouth) with behavioral characteristics (tone, cadence, and pronunciation). Biometric security systems can be contravened in numeral ways with obvious loom of imitating or copying the biometric .USB snuffle is common attacks on systems in general. Most of business systems are constantly evolving in terms of their ability to make a distinction among real and recreated biometrics, in ways that are cost-effective and do not significantly mortify the user understanding.

The following exemplifies how dissimilar category of systems can be fooled by duplicate or copied biometrics, VoiceIt is definitely possible to fool even sophisticated voice authentication systems with very high-quality soundtrack of the user’s voice.

Finger Images Attempt at hoodwinking finger image authentication technique orbits around hoaxing the reader with fake fingerprints.

Facial RecognitionWays to spoof all biometric systems include holding a picture of an enrolled person in front of an impostor’s face. All these issues also have the mitigation possible by using more sophisticated equipment and some best practices or two or three features used together Applications in Financial Services

Computer AccessSolutions to validate users’ fingerprint or facial features, before allowing access to the desktop and data.

Network AccessThis way is much like conniving right-of-entry to a fastidious machine. Companies can use expertise such as finger imaging and voice authentication.

Application AccessDual control setting can be cooperation by sharing or “shoulder surfing” users and passwords. Biometrics know how to be used to direct application access, with compulsory severance of duties and admittance to sensitive source code.

Physical AccessIn attended and unattended milieu, biometric authentication of physical facility access can provide much more effectual security and lesser operating costs rather than conventional one- or two factor authentication techniques such as badges, signatures, Pins, etc. Some banks boast of experimenting with hand geometry to allow patron access to safe-deposit vaults, and member of staff and purveyor access to data centers. Time and AttendanceHand geometry possesses to be a proven effective method to stop employees clocking one another in and out.

Adoption of biometric technologies by financial institutions are expected to go through three major phases:

Phase 1. The majority use and direct programs are using biometric technologies within for employee access to physical data centers and to demonstrate one’s identity when logging onto net and retrieve secure information. On Wall Street, many brokerage organizations have begun inspect systems that allow companies to confirm the identity of stock traders

Phase 2. Inadequate numerals of financial institutions have enthused into phase two by making biometric technologies accessible for patron use. Apprehension about customer adoption and privacy issues are key in factors restraining adoption, but whatever the concerns they are slowly dying since September 11. As a result, financial institutions will move into this phase much sooner than one may have expected.

Phase 3. Final stage of the technology progress will be for customers to exercise the technology for tasks, such as home banking and day trading, operate from their homes and from remote locations. This way will require customers to have right to use of their personal biometric devices. This phasewill take to be time-consuming if the financial encumber is left to the customer. As a result, it is to be expected that financial institutions will attempt to encourage usage by either providing the technology to their customers free of charge or at deep discounts.

A need for understanding and apprehension about privacy has prohibited wide scale adoption of biometric technologies by financial institutions in the past. In the present day, by means of greater attention paid to enlightening the public and a strong desire for security, large financial institutions and card companies encompass biometric pilots in place. Finger examination has been greeted with the maximum success in provisions of number of deployments as a consequence of simplicity of implementation, superior public recognition, and low cost.

Convention is still in its infancy, however, and the technology’s progression is still mainly in the first phase. Financial service organizations are infamously late embracers of promising technologies but as far as their protection criticality is concerned, financial Organizations should assertively accept these new biometric technologies the faster the better.

The typical use of biometrics inside financial services seem to be on a deliberate path towards extensive adoption. As the ranges of successful deployments multiply, so too will industry placate with consumer approval. The breadth and depth of submission will expand as biometrics resolves no doubt to become an ever-present constituent of our financial services infrastructure. As of authenticating high security multimillion-dollar inter-bank reassign, to admission of our local savings bank accounts to the daily purchase of groceries at the superstore, private identification and transaction processing in the course of biometrics will become as common and have the faith in as displaying a driver license or making a purchase with a Credit card

Live Life Conveniently With The Right Financial Services

Monday, September 19th, 2016

Whether we like it or not, money is what drives almost all our activities in this modern world. Achieving physiologic, safety, security, and esteem needs entails monetary fuel. Earning cash and having a continuous source of income is also what makes the concept of a “stable” life possible. The reason why we study, work, and thrive is for us to have sufficient finances in order to survive in this competitive era. Knowing the different kinds of financial services can assist us in living life conveniently.

Kinds of Financial Service
The three basic types of monetary services people can avail involves banking, insurance, and investment. A lot of institutions specialize in these areas in order to assist people in their efforts to earn, save, and protect their funds.

The Role of Banking
Banking has been around since ancient times where grain merchants granted loans to farmers and traders. The first banks operated during the Renaissance period where rich cities built secure structures to store jewels and riches of powerful politicians and royal families. Today, banks still function the same way as institutions for storing, borrowing, and lending money. They accept deposits and channel the funds to different capital markets for other purposes. They usually pay a small amount of interest to individuals who trust their funds in their place for safekeeping. Usual transactions involved are those concerning savings, checks, loans, mortgages, and credit cards.

Importance of Insurance
No matter how large your savings accounts are, there is still a possibility that everything you have worked hard for will go down the drain in case some kind of unfortunate event occurs. Insurance plans are the only means to protect people, finances, and assets in cases of accidents, illness, disability, and death. Availing insurances puts you into a contract with a company that promises to shoulder any significant loses that might occur in exchange for a regular monthly payment. There are different kinds of insurances available. The usual ones people avail are those for health, homes, vehicles, and businesses. Uncertainty is what makes insurance important. We never know what could happen to the things we value most, so we avail of these deals in order to have peace of mind.

Gains from Investment
Investments are seeds we plant to make our finances grow. One may invest by having business ventures, entering the world of real estate, or learning the trends in stocks and bonds. This often involves a lot of risk because you are not certain whether your cash will grow or not. To be safe, you may always seek the help of a professional investment advisor.

Financial Advisor Marketing – How to Express Your Value

Monday, September 19th, 2016

As you know, you have many opportunities to speak to a prospective client – whether you are giving a lecture/seminar, or you meet someone out at a party, a restaurant, etc., the circumstances really do not matter, there are things you should say and NOT say in order to express your value.

Try to eliminate YOURSELF from the conversation and make it all about them. Avoid saying “I” if at all possible. Avoid talking about the specifics of the services you perform or provide. Instead, focus on the value that the prospective client will obtain/enjoy/receive as a result of using your products or services. This is a really important point. Many of us tend to focus on, “I do this”, and “I do that”. What your prospective client, really wants and needs to hear from you is, “By coming to my office/business, here is the value you will receive as a result of using me, my products, or my services.”

In other words, it’s all about the value of what you offer and not necessarily the specifics of your products and services.

This is “strategic conversation” that will generate fantastic traction with your financial advisor leads. And, you will be able to stimulate perfect word-of-mouth as this prospect will take what you say to them out to people they care about and deliver a perfect message about why they should use you over anyone else.

Focus on this. Think about this the next time you have a conversation with a prospective client – It’s all about value!

*This Financial Advisor marketing strategy is all about the art of communication.

Finding the Right Financial Service Provider

Monday, September 19th, 2016

There are many different types of financial service providers to help you invest your money. Each financial service provider goes through a rigid educational process to learn how to assist their clients with investing their money. There are three basic types of financial service providers.

Stock Brokers

Stockbrokers buy and sell securities for their clients. The purpose of their knowledge and experience in the stock market is to help their clients invest wisely and make money. Keep in mind that stock brokers make much of their money through commissions and have no responsibility to put their interests before yours. However, to make money for themselves, it is important to make money for you. Therefore a stockbroker should have the client’s best interest at heart.

Investment Advisers

Investment advisers provide simple advice regarding securities. Advisers will manage an investment portfolio for their clients and work with stock brokerage firms to make buying and selling decision. Investment advisers, unlike stockbrokers, have a fiduciary responsibility to put their client’s interests ahead of their own. You have the option of hiring an investment adviser with discretionary authority that allows the adviser to trade for you without your permission or you can hire an investment adviser that will not trade without your permission.

Financial Planner

A financial planner is a financial service provider that helps his or her client plan their long-term financial goals. Financial planners have knowledge of several different financial products to help their clients. These include estate and tax planning, retirement savings, debt control and insurance requirements. A financial planner is there to provide the client with a complete financial plan from immediate income generation to planning for the long-term future. Financial planners have no fiduciary responsibility to put your interest before their own. However, a financial planner depends upon a good reputation and client recommendations to make a living.

A financial service provider is hired to help their client with financial planning. The type of financial provider you hire depends on the type of financial services you want. For long term planning a financial planner is your best option. If you know very little about the stock market but would like to invest then an investment adviser will work best.

The Impact of IT Solutions on Financial Services

Monday, September 19th, 2016

Software applications have been explored in a wide range of activity domains significantly simplifying the workflow, however this advancement has taken a particular sphere of interest to the uttermost, more precisely, financial service companies. This division has experienced a tremendous expansion simply because online solutions perfectly match the basic functional principles governing all financial transactions. All three main segments: capital management, banking, and insurance, have taking advantage of large-scale implementation. In essence, the major change relies on the fact that traditional transaction methods have been successfully replaced by truly advanced computer-based and web-based applications.

The classic approach has undergone major transformations due to the fact that initial means have been optimized to enable transactions in real time. Besides this facet, IT solutions in the financial services field, have opened the path for new services. For instance, financial services technology has set higher standards in the financial world, as experts confirm the fact that instant access and secure financial procedures can be adjusted to the global evolution of the financial market. Without going into detail, financial service technology has literally set in motion the overall activity of the financial market, and every single branch has taken advantage of easy-to-use financial software applications. Firstly, these advanced tools have set the basis for full control over financial instruments enabling faster transactions. We all know that online approach has refashioned the entire financial service industry because this service has broken physical and temporal barriers. Therefore, we can access services from anywhere in the world as long as we have an Internet connection.

For many years now, financial operations and, implicitly financial services, have been considered a sophisticated process, as, these days, a click may synthesize all complicated procedures on the condition that we make decisions. All financial services departments have experienced this ascending trend based on ultimate technology. At first, we may assume that such platforms help professionals streamline their entire activity, however, by taking over demanding operations, experts have the opportunity to focus on the strategies they should develop to reach higher performance standards.

To sum up, financial solutions rely today on advanced software applications and the emphasis still falls on the integrated services, as the financial sector is extremely volatile and permissive regarding financial operations. Moreover, customers prefer a provider who can take care of all their needs when IT comes to financing. Thus, we are very likely to witness for the years to come innovative solutions that might take the financial market to a higher level.

Global Trends For the Financial Service Industry

Tuesday, August 9th, 2016

As the bread-and-butter crisis continues to unfold, the cyberbanking annual industry faces austere challenges. The crisis is abiding in connected imbalances, including continued periods of low absorption rates, rapidly ascent asset prices, and massive acclaim and accumulation imbalances. The 2007 and 2008 Letters from the Apple Bread-and-butter Forum predicted these changes as connected accident to the market.

Earlier decades of aberrant advance and commercialism at its best accept now acquired the bazaar to acclimate to tighter credit, growing government intervention, slowing clip of globalization, and no bread-and-butter growth. With accretion regulations in the United States and abbreviating availability of credit, the industry faces a cogent accident of bantam growth. The all-around recession is aswell affecting the cyberbanking area because of basic markets and decreased accumulated demand, according to Max von Bismarck, Director and Head of Investor Industries.

This commodity will board leaders, advisers and investors in the cyberbanking annual industry with 5 altered and appropriate trends to accumulate in the beginning of their advance strategies for the next 5 years. These 5 key trends will appearance the column cyberbanking crisis in a holistic and analytical manner.


GLOBAL BANKING. According to the Apple Bank, although abounding banks such as American Express, Citibank and JPMorgan Chase conduct business in assorted countries, they are almost bounded in the United States. In adjustment to grow, the cyberbanking industry will accept to admission arising markets. For companies that accept a added advancing advance strategy, the advance to arising markets such as Africa and Asia presents unparalleled opportunities for accumulation and added bazaar share.

IT PLATFORM SHARING. Network Apple confirms that cyberbanking annual firms’ business strategies accept to be adapted for the new dynamics and intricacies of today’s market. Immediate admission to advice and affiliation forth artefact curve and cartography are a accept to for approaching success. With the charge to accumulation advice to a all-around market, firms accept to abatement cost. One amount able action is the use of belvedere sharing; like corpuscle buzz companies that coact with bounded companies in adjustment to abatement amount and admission access, cyberbanking firms can do the same.

E-BANKING. A appropriate address from The Economist sees that with 3.5 billion humans with corpuscle phones and an accepted 10-20% year over year growth, claimed and business cyberbanking affairs are conducted through corpuscle phones added and more. Thus, E-banking adequacy is bound acceptable an accretion claim in adjustment to attempt in the marketplace. E-banking capabilities board companies with capital adaptability and adverse in the bazaar through Internet-based annual applications.

MOBILE MONEY. The admission of adaptable buzz acceptance in arising markets makes adaptable money a safe, low amount action for the cyberbanking sector. It is an easier way to alteration money to ancestors and friends, money is sent, and payments and withdrawals can be fabricated after anytime traveling to a concrete coffer or transaction center. M-Pesa, an aboriginal developer of adaptable money, assured that adaptable money “has astronomic amusing and bread-and-butter benefits.”

SELF-SERVICE. Self-service and the chump should be a primary focus for firms in this new cyberbanking annual world, according to IBM. AppViewXS is a self-service aperture firms can purchase, so barter can analysis the cachet of their annual and accretion burning admission to accessible services. Chump questions and apropos are addressed added quickly, states an IBM representative. This technology automates abounding processes; the aftereffect is that agents workload is bargain while assembly accomplish faster and added efficiently.

Financial annual firms charge to accept sustainable, abiding amplification in the arising markets in adjustment to abound in the future. Deloitte and Touche Research letters that cyberbanking annual firms accept not positioned themselves to capitalize on added geographically broadcast opportunities. Added than 93 percent of the admiral interviewed for this address accustomed that their firms “are not operating in a globally dent fashion.”

The aforementioned address states that cyberbanking firms charge to advance abroad from adept or complete markets and against arising markets because “by 2025, adept markets will be rivaled by added markets with faster growing economies and added adult cyberbanking artefact appetites.” USA based firms can attending against Japanese and African markets for amplification opportunities. Kennedy Consulting analysts accept that the bazaar will backlash from the all-around cyberbanking crisis in 2011, but there will not be any acknowledgment to the able-bodied levels above-mentioned to 2007 until abundant after in the decade; hopefully, the 5 key trends in this address will advice the leaders, advisers and investors in the cyberbanking annual industry to attending against a able-bodied complete future.

In accession to advance strategies, in the 2002 Journal of Business and Industrial Marketing, Henson and Wilson altercate the acute changes that accept occurred in the cyberbanking annual industry and how abounding firms are aggravating to advance and assassinate acknowledged strategies based on avant-garde technology and customers. Aside from the approved ups and downs of the cyberbanking world, technology and addition will consistently abound as the win-win for the cyberbanking annual industry. Because online cyberbanking has become the barometer for a lot of customers, technology will be actual important in these firms’ strategies.

With the chump at the centermost of a lot of trends in cyberbanking annual firms, creating new ethics for their accepted and abeyant audience above accepted expectations will be a top priority. The charge for accessibility alloyed with technology makes adaptable money a abundant action in the arising as able-bodied as the developed markets. Abounding firms accept acceleration pay, the adeptness to pay after annexation the card, as allotment of their acclaim agenda services. An anchored dent in the acclaim agenda enables payments to be fabricated by putting the agenda abutting to the transaction processor. Adaptable money will be an amplification of transaction and money transfers after the charge for a card, the charge to go to a concrete bank, or to use Internet banking. Payments, transfers, deposits and withdrawals can be fabricated with a corpuscle phone.

The Apple Coffer concurs that avant-garde technology and an admission in e-business strategies will advance to abundant lower costs and greater antagonism in cyberbanking services. Internet and accompanying technologies, the Apple Coffer affirms, are added than just new supply channels; they are an inexpensive, different, and actual able way to board the aforementioned services. Since cyberbanking annual firms accept to abound organically, body chump loyalty, and board the customers’ accretion needs for casework and convenience, partnerships with new technology businesses will acquiesce them to lower their costs and be competitive.

Established firms such as Amex, Citibank, and others can accomplice with groups such as the active tech adeptness Google Alumni who are not afraid to accident and who own apprentice technology businesses that are about-face the industry with a new beachcomber of avant-garde products, address Spencer Ante and Kimberly Weisul of Business Week. Adaptable Money Ventures is one such apprentice aggregation that is a provider on the beginning of another cyberbanking annual products. Small companies such as these are able to board acclaimed cyberbanking firms the adequacy to accessible in arising markets area there is a charge for cooperation with added firms in adjustment to attain again access the bounded chump base.

Today’s antagonism is fueled not just by assisting customers, but aswell by the firms that are the a lot of able and amount effective. Procedural and cultural affray will aftereffect from accretion into alien markets as apparent by the history of Citibank in Asia Minor. But in the continued run, tighter regulations, new technology and bigger business processes will could cause accretion in arising markets not alone to change the demographics of the audience (both geographically and amount clients), but aswell to bigger the all-around abridgement and the approaching of the cyberbanking casework industry. Keeping the antecedent trends at the beginning of managers’ cardinal plans, cyberbanking firms will backlash bigger and bigger than ever.

New Financial Services in US Healthcare

Sunday, July 24th, 2016

SSON speaks to Susir Kumar (MD & CEO, Intelenet) and Suresh Ramani (President – North America Sales & Operations, Intelenet) about outsourcing trends for the next year, accretion of bound centers by BPO and how changes in the U.S. healthcare represent opportunities for Intelenet.

SSON: Let’s alpha with a attending at BPO generally. We’re just seeing the aback end of a all-around recession – how has this afflicted Intelenet over the accomplished few months?

Susir Kumar: OK. A BPO is basically the aback end of a company’s operations, so we handle their customers’ transactions. Through the recession aeon we accept seen, for example, banks arising a basal bulk of acclaim cards; banks giving beneath mortgages; the new accounts that are accepting opened up accept reduced. We are the back-end adherent of these audience of ours: the volumes advancing in from these audience of ours accept in actuality gone down, so if we were arising 60,000 cards a ages for a accurate applicant it conceivably went down to as little as about 5,000. We became acutely anxious about arising any added loans [while] humans were just not accommodating to blot money or buy things, and all of that had a cogent appulse on the bulk of affairs and the bulk of calls advancing in.

What we aboriginal saw in this antecedent appearance of this accomplished recession was aggregate reduction, and a accomplished lot of companies accepting acutely anxious about whether they would survive through this appearance of recession or not. So anybody started strategizing about how to survive. We had a set of companies which anticipation by demography assertive accomplishments they would survive, and afresh we had a set of companies which were appealing anxious about their survival. So in some companies we in actuality saw some desperate measures accepting taken, and now humans were not assured the acceptable outsourcing deals. They were allurement us “Tell us how you can advance the bulk accumulation process? I apperceive you can accord us 50% abridgement of costs afterwards 18 months: is there a way that you can accord us 30% appropriate now?” So it was a absolutely new apprehension that came in, and I anticipate afterwards the aboriginal six months of recession we saw a lot of companies advancing out with the question, [so] we had to change our bulk hypothesis or our offers to audience and prospects… Afresh we started observing, over the next six months to about nine months, that these companies were authoritative faster decisions: in the accomplished it would yield annihilation amid six to 18 months to yield a accommodation on outsourcing or offshoring, but during this appearance we were seeing companies demography decisions as quick as maybe two or three months.

We noticed that audience who had outsourced just about 15% or 20%, were all talking to us about how they could admission the outsourcing/offshoring percentage, and get their costs down; so we aswell went afterwards every aggregation that had outsourced just a baby component, and we told them that “yes, in this case you are extenuative $5 actor a year, or $10 actor a year; actuality is addition befalling breadth you can advance and admission the ambit of offshoring and outsourcing, and you could save potentially bifold or amateur the bulk that you are currently saving.” The third affair that we saw was, [before the recession] humans would not accomplish an offshoring or outsourcing accommodation if the extenuative was, say, beneath than 40%. In the new ambiance we saw that even if we gave a bulk hypothesis of accumulation of 15%, humans would accomplish a decision. Three years aback we would never go to a aggregation if the bulk hypothesis was just a 15% saving.

I anticipate appropriate now we are in this appearance – breadth from the basal our audience accept in actuality been growing about 5 to 10%, so we accept already apparent added cards accepting issued, added mortgages accepting given, added humans traveling; in the biking articulation that we handle, we are seeing a lot of appeal advancing up. And in the endure six months a lot of of the companies that accept downsized their own activity force, are all assertive that there is traveling to be some advance in the next six to 12 months. Albeit, these companies are not assertive that this advance is traveling to be sustainable; humans are about accept that 2012, is breadth they will see a advance according to what they saw in 2007-2008. So the bulk hypothesis that we are alms to our audience is: ‘you guys accept appear out with a plan for next year that talks about 10% advance adjoin the bottom; rather than you architecture your own accommodation and humans why don’t you attending at alive with us, because you can about-face on the tap or about-face off the tap with us, admitting it’s added difficult for you guys to do it in your ambiance breadth it’s big-ticket and added regulated.’

SSON: Searching advanced then, Susir, what now do you see as the better challenges adverse outsourcing providers? And how are you accession Intelenet to affected these?

SK: Just to accord you a summary: over the last, say, 18 months to 20 months, we’ve in actuality apparent a abridgement or a abbreviating of our absolute business of about 10% to 15%. But there is new appeal which is offsetting this shrinkage, and net-net we are still seeing a 10% growth. The acceptable annual is that humans are authoritative faster decisions and searching at outsourcing more. Because of these assorted affidavit and the actuality that we are giving them accommodation as a bulk rather than just cost, there has been a advance in our existing-to-new business, to the admeasurement of about 25%, which afterwards offsetting the 10%-15% abbreviating still accounts for 10% net growth. So that’s the basal band of the accomplished thing.

People are aswell negotiating more. And humans accept in actuality activated the bazaar in the endure 18 to 24 months and aggravating to clasp a little added out of annual providers like us. If they came in through this appearance of recession and asked us for a 5% or 10% discount, we gave it to them because these are abiding relationships, and we accept to alternate in some anatomy in their time of difficulty. Now this is acceptable a new barometer for pricing.

We accept aswell abstruse in the endure 18 months or 24 months to run the operations added efficiently. So what we accept been cogent the audience in the endure 18 months is, “ok, you guys wish a 10% discount, we’ll accord you a 10% discount. But don’t behest to me in agreement of breadth the operations should be run from, what should be the bulk of control, what should be the affectionate of technology – you acquaint me what is the end aftereffect you want, in agreement of efficiencies, in agreement of turnaround times, in agreement of accuracy, and let me adjudge how and from breadth to run the operations, and I’ll accord you the 10% discount.” So what has happened in the endure 18-24 months is we accept been accustomed the abandon to adjudge how to run and from breadth to run the operation.

Net-net, admitting we accept bargain the price, we accept been able to get the aforementioned allowance as what we were accepting in the past..

Another big claiming is that humans are allurement for added and added financially structured deals, rather than the approved outsourcing which is a per-FT bulk or a per-transaction price; it’s acceptable a little added complex. They are allurement us to armamentarium the redundancy, they are allurement us to armamentarium the start-up costs; there are a few audience that are allurement us to yield an outcome-based pricing, and we’re demography added and added of that. I anticipate from a accident perspective, we are now appropriate to agency in if at all we accept adjourned the back-up – and if the arrangement is say over a aeon of 5 years, if it in actuality gets concluded afore that, afresh we will not accept to awning the absolute allotment of back-up that we accept done.

Companies are aswell advancing and cogent us, “guys, just yield our operation lock banal and barrel, and you guys adjudge the onshore/offshore mix, etc: this is what we wish as outcomes.” And what that agency to us is investment; demography over the accident of pensions of these advisers and costs associated with just adjustment that new business that we buy out with our business, and so on and so forth. In the endure six months we accept done about 5 acquisitions of just the back-end operations of a company. And that consistently has the claiming of affiliation – and the risks.

SSON: That’s an absorbing point: at the moment we’re seeing a lot of BPOs affairs into aggregate casework captives, for archetype Cognizant and UBS: is that something on your calendar for 2010?

SK: Yes they are, and actually, one of the advantages we accept is we’re not a listed company, and accepting a allotment of Blackstone, we do accept admission to capital. If you admission a aback appointment of an absolute company, what you charge is capital, and an adeptness to yield the appulse on your P&Ls for the aboriginal six months or a year of affairs out the company.

For example, if I were to buy the aback appointment of an absolute company, the aggregation would apprehend a abridgement of costs of, say, 20%. In the moment that you buy it and you alpha announcement 20% beneath the next day, you’re in actuality incurring a accident in your books, because the bulk anatomy and the way the operations are advised needs you to spend, for example, 100 and you’re alone in actuality announcement the applicant about 90. There’s a aperture in your P&L. Alone afterwards about six months to one year you will alpha abbreviation your costs, you will alpha architecture efficiencies in the processes and so on and so forth, and you will be able to accompany down your costs from 100 to, say, 80 or so – and because the applicant is paying 90, you alpha authoritative a accumulation of 10. What this agency to us is it will appulse on our P&L accounts for a aeon of one year. But because we are not listed it absolutely doesn’t bulk to us; and the acceptable affair is, commonly if you do a transaction like this we ask them for a lock-in – to accommodate us a charge of business for a aeon of time. And as I told you we did about 5 affairs in the endure six months: all of those 5 affairs accept appear with a acquirement charge for a aeon of time. You will see us do added and added of these kinds of deals both onshore as able-bodied as offshore.

SSON: Who accept you done affairs with over the endure 5 months?

SK: We accept done one transaction with one of the ample banks, we are about to accomplishment off a transaction in the UK. We bought two captives from biking companies, we bought one bound from a absolute ample bank, we about to buy one absolute ample bound from a carriage aggregation in the UK and we accept aswell bought addition aggregation in the retail space, analytic big: about 200-300 seats.

SSON: Affective on, Susir – let’s yield a attending at healthcare? We are active this a US healthcare alternation with Intelenet, can you accord us some acumen into the plan you are accomplishing anon in this space?

SK: There are two things. Firstly, Blackstone has about ten companies in the healthcare amplitude in the US, either on the provider ancillary and the payer side. Secondly, we are searching appear the authoritative changes that are demography abode in the US: The new regulations will beggarly if a accepting in the US goes and applies for insurance, that accepting has to be accustomed an allowance policy. Today they may just go and acquaint a chump that they will not accord allowance advantage at all. The Obama administering is aperture up allowance in that, earlier, allowance companies could alone accommodate allowance for humans in a accurate administering – which could be a accurate state, for archetype the accompaniment of Arizona. Now they accept accustomed these allowance players to accord allowance behavior above the United States.

So demography Arizona afresh for archetype – say there were four ample allowance companies giving bloom insurance; all of a abrupt now there are companies from New York that are arising polices in Arizona, there are companies in Texas arising behavior in Arizona. The bulk of companies in actuality accouterment allowance awning has gone up by advantage of this new regulation. So in suammary, they cannot abjure humans advantage and the antagonism has in actuality gone up. By advantage of this we accept that both the allowance payers and allowance providers will accept an association on their bulk and profitability.

A new cipher is aswell accepting prescribed. If you attending at any medical analysis or action in the US or above the globe, it needs to be codified. For archetype if anyone is diagnosed with four ailments, anniversary of those needs to be coded; or if some anaplasty has been performed on a accurate accepting afresh this afresh needs to be coded. This coding helps to accumulate medical records, and aswell helps to pay the allowance aggregation and the hospitals – so allowance companies use this cipher to plan out how abundant to pay for hospitals based on whatever ailments they have. Now this cipher is ability a change from what is alleged an ICD9 to an ICD10 which increases and changes the way things are codified.

So what does all of this beggarly to companies? Firstly, they will charge to retrain their humans in coding, they charge to change the systems that they use for coding and, because the bulk of codes has gone up, they charge to get added humans into coding. The government will adviser payers and providers to accomplish abiding the coding is done properly. All of this will could could cause a huge appulse on the healthcare companies in agreement of costs and advantage so our bulk hypothesis at this point in time is that we can appear in and advice with codification. You don’t charge to alternation humans at your end, because we can either get these humans onshore in the US or we can advice you with an adopted solution. If you accommodate an adopted solution, the bulk comes down – or it helps with the new affair we accept in agreement of antagonism and the accepted access. As we accept admission to the ten companies in the Blackstone portfolio, we are already accomplishing plan for a few of them, we can just advantage this ability and get above the accomplished market. So the acumen we are absorption on the US is, one, to yield advantage of the new situation, and two, to advantage the ability we are already architecture by advantage of accomplishing plan for a few of these Blackstone portfolio companies, both on the payer and the provider side.

Suresh Ramani: I anticipate if you were to draw a ambience of breadth US healthcare has been commonly and breadth it is moving, I anticipate there is could could cause for worry. If you attending at the blot in 2008, they spent about $2.4 abundance on healthcare – which is about 17% of GDP – and of that $2.4 trillion, 80% of that went to 20% of the citizenry of the US of the insured. That bulk today is traveling to double, aural the next eight years the blot on healthcare will be about $4.5 trillion. So you can see the exponential advance and with all the reforms which Susir has talked about, such as accepted admission and traveling alfresco the accompaniment to insure, the accident appetence of all the providers is traveling to go up.

The added big section is the unfunded mandates which are the conversions of ICD9 to ICD10 which as a program, I think, whether added countries accept adopted, the US has to adopt, and that will be a adjustment which has to appear into aftereffect by 2012. So, these are afresh costs that the providers and payers charge to absorb.

Another big basic to this is in agreement of the reimbursements which will appear down, because the Obama administering wants about $400 billion out of the blot to pay off the deficit. So if all this is traveling to happen, the payers accept to focus on their operating costs if at all they are to survive – or there will accept to be a adventure of alliance or abolishment out of the 1,800 payers in the American market.

There is aswell the affair of authoritative compliance. With all these changes, it is difficult to accumulate processes up to date; as a aftereffect healthcare allowance carriers are not affair obligations to the state, to the federal government – and they are paying huge penalties. So Intelenet can footfall in actuality and fix these problems. The a lot of important section to that is not alone do we argue but we in actuality apparatus action improvements. The added section to this is that we get solutions which are both BPO and technology accompanying so there is action enhancement that we focus on and an enabler to that is outsourcing or offshoring. So acutely three things: authoritative compliance, active down operational costs and convalescent quality, I anticipate are our three pillars, if you will, of our annual delivery.

SSON: Susir, you talked about the casework that are accepting outsourced: processes and acquiescence etc, and you mentioned coding. What added casework do you apprehend the healthcare industry in the US to outsource to you?

SK: There are two sets of humans in this space: providers – basically hospitals and payers who are the allowance companies. On the providers’ side, there are aswell companies which accommodate medical accessories – so afresh addition huge market. For example, the casework we accommodate for hospitals are coding, announcement services, acquaintance centermost support, claiming monies from allowance companies – if somebody goes through a action afresh we charge to ensure that the doctor writes it on a anatomy and the anatomy is scanned and it comes to us – we charge the machine, we charge to do the appropriate coding, we charge to forward it to the allowance aggregation to analysis that it is covered. If it is not covered by the allowance and it’s a deductible amount, we charge to go afterwards the insured. Afresh we charge to accession a bill and say the payers claiming what we accept invoiced, we accommodate and abutting those issues. Afresh there are complaints, and complaints management. On the payers ancillary we accept invoices, we pay invoices, and we accommodate accounts.

SSON: Are you accouterment these casework from onshore or are you accouterment from locations in India?

SK: There are audience who are allurement us to do some section of plan onshore in our location, or in near-shore locations, or offshore. So, we are alive with all of the models. We are alms audience both India and the Philippines. The Philippines has a lot of nurses who are either searching at traveling to the U.S. or who accept alternate aback from the U.S. So that is a big basin that we are borer into to say that “if you plan with us in the healthcare space, it may be an added acquaintance for you guys if you seek a job in the U.S”. Or for humans who accept appear aback from the US, if they already apperceive the nuances and systems there, they can be readily active in an ambiance such as the Philippines. We aswell accept a website in Poland, afresh a acceptable website from breadth we accommodate casework in healthcare.

SSON: You are acutely searching absolute carefully at the US healthcare space; do you apprehend Intelenet possibly accretion into added countries?

SK: We accept had a applicant from the UK for the accomplished 8 years. But as there is a huge appeal now from the US, we are all focused on the US. [But] we will be traveling above the US to added geographies. India itself is a huge market. The bulk of humans who are accepting covered beneath allowance in India is huge; everybody now wants awning and there are a lot of healthcare companies, both on the provider and payer sides, advancing into India. This is a absolutely new bazaar for us.

SSON: So why do you anticipate new barter – aural the US or India added down the band – should assurance with you as adjoin to any of your competitors?

SK: I did acknowledgment to you that we accept about ten companies in the Blackstone portfolio, all of whom we’re alive with appealing carefully – and the plan that they accord us covers about the absolute ambit of plan that healthcare allowance companies attending at outsourcing. Now these companies accept not been acclimated to offshoring and outsourcing as abundant as the cyberbanking casework sector, and one big affair they will attending for is, “are you guys absolutely accomplishing this, why I am searching at outsourcing?” And we are able to authenticate an absolute reside case of the plan they’re assured to outsource. Aswell what we accept done is decidedly added our administration of healthcare, so we accept of backward recruited about bisected a dozen humans who are some of the best-known humans in the healthcare industry in the US; these are the guys who in actuality physique applications for healthcare companies. We’re aswell leveraging, through the Blackstone portfolio, networking with humans who are in actuality alive in the companies, to see how they can plan forth with us, to physique solutions for some of the companies in the U.S. We accept a affairs breadth we can in actuality acceptation humans who are alive with healthcare companies as allotment of the Intelenet team.

SSON: What added sectors do you anticipate will accommodate you with the greatest ambit for amplification over the next few years?

Suresh Ramani: I anticipate there are some key areas that are traveling to abound in the US market. One is utilities and the additional is government spends, but healthcare makes the better advance pie. Acutely speaking for us as an alignment the US contributes about one third of our revenues. We’re appropriately broadcast in the Indian bazaar as able-bodied as the UK market. On an all-embracing base we see the cyberbanking industry afresh moving, not at an advancing pace, but at a reasonable clip over the next 18-24 months; we can see some acceptable absorption in the marketplace. And we are absolute able in the cyberbanking and cyberbanking casework space. We accept today abutting to about 8,000 humans alive in this market, and accomplishing all the types of processing that you can anticipate of accomplishing for a bank. In short, if we had the money, we would be a coffer ourselves!

Another breadth of advance for us is biking and hospitality. Susir started off pointing out that humans are not travelling so much, but it’s a bulk of time: if the abridgement starts searching up, there will be appeal for biking as able-bodied as hotels. So that’s an breadth breadth we already accept invested, both onshore and adopted and we accept abutting to about 3,000 humans in that space, so that’s afresh a focus breadth for us.

Telecoms is a focus for us abnormally in the Indian market; that’s a aurora industry, with every ages about 1 actor barter accepting added in the Indian bazaar space. Telecoms annual for abutting to about 10% of our revenues today. And of advance we are accepting into new markets: Australia, we accept a attendance there, and we aswell do plan for account companies from Australia. The Middle East is afresh a acceptable befalling that we see for banking. And Europe of advance with Poland advancing in. We aswell accept a centermost in Mauritius which caters for French opportunities. And all this will accord us an character of accepting a all-around amateur amid in these markets who aswell can do plan for these markets from bargain destinations. So acutely we are affective abroad from a cast character of an Indian-based BPO provider to a all-around BPO provider.

SSON: And is accepting businesses in those locations a key antecedence for you?

Suresh Ramani: Absolutely. Like, in the US we already accept two centers up and active with abutting to a thousand people; we accept a accomplice active in Australia. Susir talked about accepting a website in the UK now. So big markets, yes, absolutely I anticipate that’s a advance engine for us. We wish to be present with a reasonable citizenry in anniversary of these countries.

SSON: Breadth would you like to see Intelenet in 5 years’ time?

SK: What we’re absolutely aggravating to be is a one-stop boutique for all the things associated with outsourcing and offshoring. There are companies who wish multilingual solutions; there are companies who wish multi-geography solutions; there are companies who wish consultancy solutions; there are companies who wish technology solutions; there are companies who wish absolute business action solutions, which ability be either in agreement of costs or in agreement of efficiency; there are companies who wish analytics. So aggregate which is a affliction about the business action side, is what we wish to absolutely provide. That’s our focus; in the next 5 years that’s what we wish to be: a aggregation that can design, a aggregation that can put in the accordant technology for implementing the design, and a aggregation that can assassinate the business process. So we are searching at a one-stop boutique for all the things associated with the business process.

SSON: Comparing yourself with added Indian BPOs such as Wipro or Tata – there’s affluence that accept emerged out of India – how would you put yourself at the forefront, as an organization?

SK: If you attending at Wipro and TCS – all the IT companies, all the ample Indian IT companies, they are predominantly focused on IT and BPO is a sub-segment of it. If you attending at the allotment of acquirement that comes from BPO adjoin IT, BPO is a absolute baby component. Compared with the IT companies, we are a focused BPO aggregation – and I anticipate that humans who are gluttonous a ample impact, like telecom companies or retail companies or cyberbanking companies, who accept a lot of annex on acceptable operations to get in new business in new markets, they in the continued appellation would rather plan with a focused BPO aggregation than an IT aggregation that has got a subset of BPO, bulk one.

What we do is basically bolt on technologies which can physique efficiencies into the processes that are outsourced or offshored – so we accept scanning solutions, workflow solutions, ERM solutions, etc. Admitting the access that an IT aggregation takes is to physique a solution. So that’s a aberration amid the two of us. There are instances breadth we lose deals to some of these IT companies; there are instances breadth we win deals adjoin them. It depends how the applicant is searching at it: if they wish added IT and beneath BPO they’ll go to companies like TCS or Wipro. If they’re searching at specialized BPO services, they appear to us.

There’s aswell traveling to be antagonism from the Accentures and the IBMs of this world; but I anticipate there are aswell issues with them in agreement of cost, in agreement of flexibility, in agreement of speed, and that they’ve become too big, and we anticipate absolute acutely we accept an advantageous position adjoin these guys because of the admeasurement and ability and acceleration and the adaptability with which we can bright transactions. That’s breadth we accept apparent we accept been able to win deals adjoin these guys.

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