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HeroITES is a part of Hero corporate service limited, which is
the services arm of the US 2.2 Billion dollar Hero Group. The company’s
innovation and experience lies in serving a wide range of industries including
Financial Services, Telecom and Retail. HeroITES operates on a 24x7 model and
provides a whole gamut of IT in the areas of inbound customer support, outbound
telemarketing, email support and back office processing, from its centre at
Gurgaon in the National Capital Region.
HeroITES required a business Dynamics that would integrate information within
the company to streamline certain critical ongoing business processes for
optimum business productivity.
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| Situation |
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Business Process Outsourcing (BPO) is the fastest growing segment within IT
services industry in India. According to IDC (India) Limited - the leading
technology research and advisory firm –‘By 2006, the potential ITES-BPO market
will increase to US$ 1.2 trillion, with an overall compounded annual growth rate
(CAGR) of 11%.’ It estimates worldwide outsourcing spending to increase from
US$116 billion in 1999 to US$177 billion by 2004.
According to a recent PricewaterhouseCoopers study, India stands to gain in the
BPO sector as 29% of American and European companies are expected to increase
outsourcing to support their financial functions. Analyst firm, Gartner puts the
Indian BPO opportunity at US$2 billion by 2005.
India is a popular destination because of its vast, highly skilled, English
speaking and low cost manpower. Revenues in the BPO and ITES segments have been
growing well above industry figures at a rate of 59% contributing about 25% to
the overall exports. Offshoring to India has three significant advantages - cost
savings, major productivity gains and dramatic improvements in quality. The
primary driver of cost savings is labour cost arbitrage. This translates to
savings of 70-80% while offshoring services to India from the parent location of
US/UK. While companies in the US/UK enhance profits and grow more competitive,
Indian skilled workers are able to find employment and earn valuable foreign
exchange, creating a win - win situation.
According to neoIT- an offshoring consultancy- ’Gurgaon is the best city in
India to set up a software or BPO centre with Bangalore rated second’. BPOs or
IT-enabled Services (ITES) employ an estimated 300,000 people, with the average
employee earning a respectable five-figure salary, i.e. 10 Munjal e Systems
India’s per capita income.
After customer care services and medical transcription, outsourcing of human
resource services is emerging as the next big opportunity for Indian BPOs. The
annual global market in this segment alone is estimated at US$ 40 billion to US$
60 billion.
Business Situation
HeroITES, an ISO 9001:2000 certified organization, is a division of Hero
Corporate Service Limited (HCSL). The group companies of the Hero Group hold
100% equity share capital of HCSL. The Hero Group is ranked amongst the top 10
business houses of India both in terms of revenues and profits. The Hero group
is committed to building HeroITES as the leading BPO service provider in the
global market place.
Prior to implementing the Microsoft Business Solution - Axapta, the company
experimented with other solutions: such as Customer Relationship Management
(CRM) solution and Tally for finance. The human resources were managed using an
Excel based solution along-with a few in-house applications to manage food,
transportation etc. These solutions, however, created islands of information.
These applications did not talk to each other nor did it share data leading to
duplication of effort and errors in reconciliation of finances.
The varied challenges included were effective resource planning of 800-900
employees, effectively managing duty rosters, monitoring ongoing business
operations and projects
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We have been able to reduce man-hours in all repetitive
– time intensive tasks. We have one source of information with high level
accuracy and security of the data.
Padma Singh,
Vice President (Human Resources), HeroITES
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| Solution |
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A detailed study was carried out on different solutions available. HeroITES
decided to implement the Microsoft Dynamics – Axapta, as it ensured
integration of data within the organization in a simpler and efficient manner
through Munjal esystems, a sister concern of the company.
Due to the ease of customisation and flexibility, Dynamics - Axapta was
implemented in a short time frame of just two month. “When we decided to
implement the solution, we wanted to ensure minimal disruption and the shortest
deployment cycle. In a very short span of time, we have started reaping benefits
of implementing Axapta in our routine operations,” explains Padma Singh, VP HR,
HeroITES.
HeroITES partnered with Munjal e Systems, a Microsoft Certified Business
Solutions partner, and a Hero Group company to customize and implement Axapta.
Financials l, Human Resource Management (HRM) 1, HRM 2 and HRM 3 modules of
Business Solution – Axapta has been deployed with five concurrent users.
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| Benefits |
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Microsoft Dynamics–Axapta - a customizable, scalable and global
Enterprise Resource Planning (ERP) solution - provides enterprises with a quick
and powerful way to gain competitive advantage.
Better Control
The deployment of the Axapta solution has helped HeroITES streamline business
processes. All applications are linked a single database, which has helped
reduce administrative time. It has also enabled the management to keep track of
business indicators such as attrition rate, conversion rates etc.
Structured allocation of resources
The solution allows HeroITES to allocate resources accurately, plan for
additional resources, sharing this information with the various departments.
This has led to a synchronized flow of employee information within the business
environment.
Project Management and control
Microsoft Dynamics – Axapta, has enabled the management to get a
complete overview of multiple projects and financial information within the
company. This helps gain a greater insight over processes with a detailed MIS in
progress to make the right decisions
Efficient Workflow
Microsoft Axapta Financial Management has helped HeroITES improve the efficiency
of the existing accounting processes. The Business solution has also helped
automate the process of invoicing as per contract details. This function has
enabled an easy process workflow with automated and timely billing, which allows
accurate scheduling and cost allocation to processes.
Future Plans
Buoyed by the success of the Dynamics – Axapta implementation, HeroITES
has decided to implement additional modules such as the complete Finance module,
as well as the Payroll and Projects modules.
Currently, Munjal e-Systems is in the process of customizing and deploying the
resource management module.
About Munjal e-systems
Munjal e Systems (Munjal e Systems) has been recently been taken over as a
division of Hero Corporate Service Limited. aims to be the leading provider of
integrated Dynamics.
Munjal e Systems has to its credit many successfully completed projects starting
from simple trading organizations to service industries to complex automobile
manufacturing environment. We at Munjal e Systems have the knack of fitting the
product to any business specific requirements, thus offering a cost effective
apt solution for any organization. We have catered to industries like
automobiles, control panel switch gears, pharmaceutical trading, education
service sector, IT enabled services, industrial goods trading, amongst others.
For more information about Munjal e-systems, call +91-11-2685 0546 – 47 or visit
the website at
http://www.munjal-esystems.com
Microsoft Dynamics
Microsoft Dynamics offer integrated business applications and services
that allow small and midsize organizations and divisions of large enterprises to
connect employees, customers, and suppliers for improved efficiency. The
financial management, customer relationship management, supply chain management,
and analytics applications work with other Microsoft software, including the
Microsoft Office System and the Microsoft Windows® operating system, to
streamline processes across an entire organization. This gives businesses
insight to respond rapidly, plan strategically, and execute quickly. Microsoft
Dynamics are delivered through a worldwide network of channel partners
that provide specialized services and local support tailored to a company's
needs. For more information about Microsoft Dynamics, go to:
www.microsoft.com/india/dynamics
Contact Microsoft
Dynamics India
Call : +91 99999 09 654
SMS "DYNAMICS" to 8243
or e-mail at
connect@microsoft.com |
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| Solution Overview |
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| Company |
| HeroITES
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| Industry |
| Information Technology Enabled Services / Business Process Outsourcing |
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| Industry Size |
| Medium |
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| Customer Profile |
| HeroITES has been established with a vision of being a provider of quality world class solutions, delivering Global Customer Care and Business Process Outsourcing services. HeroITES clients include many Fortune 500 companies in US, UK and Australia.
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| Business Situation |
| In order to standardize business processes, HeroITES required a solution that would integrate various processes and departments into a cohesive whole. |
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| Solution |
| HeroITES commissioned Munjal e-Systems to implement the Axapta Business Dynamics, which would enhance overall business efficiency and processes within the organization. |
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| Benefits |
• Better control over operations
• Structured allocation of resources
• Project management and control
• Efficient work flow |
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| Software and Services |
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| Hardware |
• Dell PowerEdge 1855 (Intel® Xeon 2400MHz, Cache 1MB L2, 1GB ECC DDR-2 SDRAM, 4X36 GB HDD)
• Dell Dimension 3000 (Pentium 4, 2.66 GHz, 256 MB RAM, 40 GB HDD) |
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| Partner |
| Munjal eSystems |
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| "When we decided to implement the solution, we wanted to ensure minimal
disruption and the shortest deployment cycle. In a very short span of time, we
have started reaping benefits of implementing Axapta in our routine operations"
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Padma Singh
VP HR,, HeroITES
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