Helping Customers Succeed, and Creating Real Value

iSoftStone Business Process Outsourcing (BPO) Services

Business Overview
Our Advantages
Industry-specific BPO Services
>>Financial Services, Investment Banking and Securities
>>Retail Banking
>>Insurance
Cross Industry BPO Services
Technical Expertise
Case Studies
>>Global Investment Bank: Offshore BPO
>>China Life Insurance: Digital Archiving Services
Contents
Business Overview
With a global service network and exceptional business processing solutions, iSoftStone provides comprehensive
end-to-end BPO services for global clients. iSoftStones BPO services aim to provide the most cost-effective
solutions through the best delivery methods and processes to ensure that customers can focus their internal
resources on key business processes thereby significantly improving the efficiency of their daily operations and
reducing costs.
We provide customers with a full range of services spanning from business consulting and technology services to
operational Management, covering the target industries including banking, financial services and insurance
industries, as well as healthcare and public sector.
2
Our Advantages
iSoftStone provides BPO solutions for major global commercial banks, investment banks, energy companies,
insurance companies, and other large enterprises. Our strengths are reflected in the following areas:
>> Industry Experience
iSoftStone provides solutions and core business systems, in particular, banking systems, life insurance systems and
property insurance systems for major domestic commercial banks, investment banks, power companies, insurance
companies, logistics companies and other large enterprises.
>> China-based Service Network
iSoftStones BPO global headquarters are located in Beijing. iSoftStone additionally has operating centers located in
Dalian, Tianjin, Wuxi, Xian and Shenzhen, serving our global offshore outsourcing business.
>> Global Delivery Model
With the assistance of consultants from Japan, the United States and China, iSoftStone provides offshore sales and
delivery, adopting a China-based global offshore outsourcing model. We combine our regional operations center and
regional training centers to provide customers with worldwide service support and talent reservation.
>> Cost Advantages
iSoftStone provides customers with a unique cost advantage based on a scaled human resource structure.
>> Language Advantage
iSoftStone has BPO service delivery capabilities in multiple languages. We have the capacity to mobilize for large
projects in English, Chinese (Mandarin), Korean, Japanese, as well as other European and Asian languages.
3
Industry-specific BPO Services
Services:
>> Trading Platform
Responsible for day-end processing operations, desktop services, reporting statistics and report management
work. Business line also includes review of data compilation and other credit operations in trading platform.
>> Corporate Finance
Financial services consist of receivables management, payables management, reimbursement management, capital
allocation and tracking processing. Weal so provide payroll management and financial data analysis services.
>> Transaction Procession
The transaction processing between financial services operation and investment banking mainly refer to partial
business operations support, including transaction support, transaction data achieving/entry, transaction
completed, statement analysis, data checking and balance of account.
>> Loan Management
Loan management includes the compilation and digitization of loan data, loan information entry and customer
information auditing.
>> Account Reconciliation
Account data auditing and account reconciliation, providing statement analysis.
>> Data Management and Analysis
Data Management and analysis include logistical support (human resource management and document
management). Service in particular areas (legal and audit document imaging service), operational real-time data
entry, stock fixed income and research.
Financial Services, Investment Banking and Securities
4
Retail Banking
With advanced technology and in-depth professional knowledge of our serviced industries, iSoftStone provides
high-quality BPO services for banking customers.
iSoftStones BPO technical processing center can provide 24/7credit card application processing and account
services. Through continual process optimization, our business processes ensure integrity, security, timeliness and
significant cost advantages for customers.
Services:
>> Document and Data Management
User data verification and credit assessment; customer data verification; review and analysis of user transaction
data; Data base establishment and data mining.
>> Account Application Processing
Auto loans and credit card application (paper or electronic version).
>> Middle and Back Office Services
Desktop maintenance, account maintenance, transaction and payment processing, information verification and
authorization auxiliary treatment.
>> Banking Services
Document imaging and storage, customer statements and recovery, data acquisition and management, audit
report management, document preparation, indexing, tracking and recovery and remote disaster recovery.
5
Insurance
iSoftStone provides efficient data management support and services for United States and European domestic life,
property, accident and health insurance companies. iSoftStones operation center in Wuxi handles over 2,000,000
insurance copy documents per month, and was able to provide prompt response within 4 hours or less with high
accuracy.
Services Scope:
>> Images of the Policy Management and Storage Management
Collection of policy documents and application materials.
>> Data Management and Policy Review
Data entry, data validation and data management, verify whether documents complete or not and key dates and
establish workflow policy.
>> Security Services
Contract termination, changes in policy information processing, remittance and online business processing.
Accommodation paid processing, financial proof of treatment, premium renewal and replacement processing.
Insurance content change, insurance abandonment and insurance closing notice.
>> Claims Processing
Processing, review, analysis, payment, recommendations, report, and status inquiries of claims documents.
>> Printing and Mailing Policy
Bill printing and mailing, document scanning and document management workflow system.
Industry-specific BPO Services
6
Cross Industry BPO Services
iSoftStone provides certain BPO services across industries to large multinational corporations, government departments
and state-owned enterprises.
Services Scope:
>> Finance and Accounting Services
Including receivable / payable management, reimbursement management, procurement management, account
reconciliation, financial statements and other services.
>> Healthcare Services
Medical payment services: medical information electronically, data extraction, ICD / DRG code conversion, claims
processing procedures and billing management;
Customer Care: Account Management, Web / Call self-service, health care plans;
Medical expenses audit: data mining, over-payments, medical institutions, credit management, billing audit and
accounting.
>> Personnel Services
Provide performance management, payroll accounting, benefits administration and accounting, payroll,
reimbursement payment and employee records management.
>> Data Management and Documentation Services
Includes metadata management, records management, document scanning and entry.
7
Technical Expertise
Thanks to iSoftStones technology services industry experts, we use our own technology advantages to combine
with the customer's core technology systems, to optimize and maximize efficiency with the customer's existing
business processes.
After years of BPO experience, iSoftStone has gained many BPO core technology support systems.
>> Image processing and character recognition technology
Images can be compressed, formatted, converted, encrypted, and also matting, shielding, watermark and cutting
processing are available.
Due to our character recognition engine tool technology, we can handle handwritten and printed Chinese
characters, numbers, English and Japanese for automatic identification, and can form the layout of document split
and restore processing.
>> Network transmission and encryption technology
iSoftStone BPO operating system can achieve both point-to-point and multi-point transmission. Larger pictures can
be cut and compressed before transmission, then restored after received. Through the application of encryption
algorithm, we encrypt the transmissive documents in order to prevent information leakage.
>> Business process integration and management technology
With a proprietary workflow processing system, iSoftStone seamlessly integrates its BPO operating system to the
client's core business systems. . View function of business processing and KPI management tools can provide a
visual management convenient to supervisors.
>> BPO operations management tools
Scientific methodologies are applied in iSoftStone BPO operation management, such as Six Sigma and Lean.
Bpo Business Mobilization Process
6 Sigma
Lean Practice
Reduce The Defects
Or Variability
Process Optimization
Risk Analysis And Control
Data Analysia
Reduce Cast
Process Effectiveness
Authorization To Employees
Root Cause Analysis
Visual Process
Process Documentation
Process Documentation
Process Quality And Control
Operating System Management
Project Strategy
Manpower
Planning
Process Design
Project Team Setup
It&infrastructure
Project Evaluation
Project Evaluation
Planning Operation Operation Stability
8
Process Execution
Resource Recruitment
IT&infrastructure
Business Knowledge Transfer Knowledge Transfer
BcpBusiness Continuity Planning
Task Stability
Risk Report
Productivity
Improvement
BCP
BCP
Business Task
Mobilization,
Sla(Service
Level
Agreement)
9
Case Studies:
Delivering BPO Services for a Global Investment Bank
CLIENT
A global investment
bank
INDUSTRY
Banking and
Financing
PRACTICE
Business Process
Outsourcing of
financial derivative
processing platform
iSoftStone becomes
the first BPO vender
of famous
international
investment banking in
China through the
cooperation with the
global investment
bank.
>>Situation
One of the largest European-based investment banking groups was looking for a strategic
outsourcing vendor to help manage operations for its international trading desks. While
shopping for vendors the global investment bank found many Chinese vendors that have
had success providing business process outsourcing (BPO) services to offshore
customers, however, most of their services have been limited to low-end, labor-intensive
services such as data entry, file management, video/image management and simple data
processing. As the bank was seeking a vendor with higher skilled resources, it looked to
iSoftStone(iSS), who offered better skilled BPO and consulting services compared to
other vendors. iSoftStone has a demonstrated history of building Offshore Delivery
CentersODCthat meet the exacting security requirements of their clients.
In 2008, iSoftStone was awarded a significant BPO contract with the Global Investment
Banking Group of the second-largest bank in Europe. By contract, iSoftStone facilities in
Shanghai would provide operations support to the banks Derivatives trading desks
around the world. This was the first time a Chinese company signed such a high-value
added contract with such a prestigious client. Currently, iSoftStone provides various
services including trade capture, deal review, settlement, confirmation, reconciliation and
MIS reporting. Given the important nature of these tasks, iSoftStone also takes the
responsibility of communicating with different departments and coordinating with the
abroad vendor of the global investment bank. iSoftStone is involved in the benefit and
name of many fixed income and derivative departments in the bank. iSoftStones services
have become an integral part of clients trade life cycle.
>>Solution
According to the characteristic of this global investment bank business, iSoftStone
created a series of Key Performance Indicators (KPI) and Standard Operation Process
(SOP), by strict monitor of which, we can standardize and improve our service with
qualitative and quantitative methods to make sure a high-level service. At the same time,
iSoftStone is focusing on communication with the client to get feedback instantly and set
up regular goals and adjustment of construction for amending the standards to client s
business structure. In addition, iSoftStone leveraged its local expertise and connections
to complete the renovation fast. The client is very satisfied with iSoftStones Shanghai
ODC.
To ensure smooth communication with global clients, iSoftStone emphasizes foreign
language skills and the communications capabilities of candidates in personnel
recruitment. While English is the de facto standard business language, iSoftStone also
has personnel who speak Korean, Japanese, French and Cantonese. Employees
generally have overseas educational and/or work experience. In a never ending quest for
improvement, iSoftStone provides on-going English language training to ensure that all
personnel have the best possible communication skills.
The client needs iSoftStone s BPO employees to have basic derivative product and
investment banking industry knowledge. iSoftStone hires BPO personnel based on these
requirements and provides training to continuously enhance employees knowledge base
in these areas. iSoftStone encourages employees to improve themselves through
industry standard certification programs such as the Chartered Financial Analyst
program.
iSoftStone - the global investment bank offshore center is part of their world network
and also the rare first class BPO center in China. iSoftStone comply with the security
rules strictly and sign a confidential agreement with each of our employees to specify
employees security rights and responsibility.
Main Technological platform
Investment banking business core platform (transaction platform of financing derivative )
>>Business Fuction
Derivatives trading offshore operation support, including securities, bond, future,
option, swap and exchange;
Support over the world, mainly in North America, EMEA and Asia;
Business including transaction support, transaction data gathering/entry, transaction
closing and delivery, report analysis and information checking and auditing.
>>Results
Offer 5*24 offshore operation support, save 50% of clients cost.
>>Benefits
Cooperation between iSoftStone and the global investment bank is not simply an HR
outsourcing, since employees need to not only abide by clients rules and regulations, but
also make creative recommendation to optimize clients e business procedure in order to
improve the service and reduce cost. The relative demands has been written in the
cooperative agreements, which help iSoftStone and the global investment bank build a
tighter relationship instead of traditional buyer-vender relationship in BPO project.
>>Development
Our team has grown from 20 FTEs in 2008 to 140 by the end of 2010. The size of our team
continues to grow with the increasing confidence the client has in iSSs capabilities. Our
goal is to reach 200 FTEs by 2011.
10
Case Study:
Managing Digital Archiving Services for China Life Insurance
CLIENT
China Life Insurance
INDUSTRY
Insurance
PRACTICE
Business Process
Outsourcing
iSoftStone
conducted the
worlds largest
digital archiving and
processing project
across 9 provinces
in China.
>>Situation
China Life Insurance Company Limited (China Life) is the largest life insurance company in
Mainland China. It is the only Chinese insurance company on the Fortune Global 500 list
and the World Brand 500 list. China Life was dual-listed on the stock exchange in New
York and Hong Kongs in December 2003.
China Life wanted to expand its customer service offering and improve efficiencies. In
order to make these improvements, China Life needed to upgrade outdated data
processing procedures and technology. China Life partnered with iSoftStone to manage
converting its immense amount of insurance papers into digital archives and to ensure
that the digital archives would synchronize with current data systems.
>>Solution
iSoftStone began China Lifes Achieve Digitalization Project in March 2009 with the goal
of completing digital archive services including 320 million pages of content for nine
provinces in China over a two year period. To organize the overwhelming data processing
task, iSoftStone developed an on-site operation management system and an interface
system that integrates with China Lifes core business system. iSoftStone organized four
talented teams to work simultaneously to complete this project efficiently:
Recruitment and training: This team was responsible for building onsite teams in major
cities in China to provide 24/7 digital archiving services.
Software development: This team created a custom scanning input system and
developed modules for different insurance categories.
Data entry: This team provided data entry services for every business archive in the local
province and input data from other provinces via a remote system.
Network system development: This team developed a network system to facilitate the
fast transmission of images/pictures. This system also allowed China Life to monitor the
entire implementation process online, in real-time.
11
To alleviate China Lifes concerns about data security, iSoftStone set up the Data Entry
Center at iSoftStones Business Process Outsourcing (BPO) Operation Center in Wuxi.
The BPO Operation Center is located at Wuxi K-Park and follows strict security measures
and quality control policies.
>>Benefit
China Life saved time and money by partnering with iSoftStone. The digital archiving
project could have taken many years and been very resource intensive if China Life took
on the project internally. A competing vendor made a digital archiving proposal for China
Life that was 11 times the cost presented by iSoftStone with a 16 year timeline. Because
iSoftStone was able to provide lower cost resources, 24/7 data entry and digital archive
services, the project timeline was dramatically cut to two years with reduced costs. The
technology upgrades, resources and digital archives provided by iSoftStone offer China
Lifes data processing system new capabilities that promote better customer service. For
example, because the data has been digitally archived and stored on a network system,
data searching times have been cut significantly, which means employees can find
customer data faster in order to deliver a more informed and faster service.
12
Global Headquarter (Beijing)
International Software Plaza, Bldg 9 Zhongguancun Software Park
No.8, West Dongbeiwang Road, Haidian District, Beijing, China 100193
Tel: +86 10 5874 9000
Fax: +86 10 5874 9001
E-mail: contact@isoftstone.com
www.isoftstone.com
Copyright 2011 iSoftStone Holdings Ltd. All rights reserved. 0021104 - BV5 - 5000
North America Main Offce
117 South Main Street, Suite 200
Seattle, WA, USA 98104
Tel: +1 206-623-3725
Fax: +1 866-661-1128