Sandeep Bagri

MMS IV, 48

B2B ASSIGNMENT

Overview of IBM India

IBM India Private Limited is the Indian subsidiary of IBM. It has facilities in
Bengaluru, Ahmedabad, Delhi, Kolkata, Mumbai, Chennai, Pune, Gurgaon, Noida,
Chandigarh, Bhubaneshwar, Coimbatore, Visakhapatnam and Hyderabad.

Between 2003 and 2007, IBM's head count in India has grown by almost 800%,
from 9,000 in 2003 to nearly 74,000 in 2007. Since 2006, IBM has been the
multinational with the largest number of employees in India.IBM is very secretive
about the geographic distribution of its employees. By most estimates, it has
close to a third of its 430,000 employees (~ 150,000) in India, and it likely has
more employees there than in the US.

Growth and future initiatives

IBM, in an analyst meeting held at Bangalore on 6 June 2005 stated that IBM's
India plans are for the long term & committed to invest $6 billion in the next
three years in India, triple the amount invested in the three years preceding the
meeting.

Year Employees

2000 5001

2003 9,000

2004 23,010

2005 38,500

2006 53,000

2007 74,000

2008 94,000
2009 112,900

2010 131,001

Companies Financial overview

IBM worldwide expects its revenues to be around $120 billion by 2010, of which
nearly $86 billion (68%) would come from IBM Global Services alone, with an
estimate of about 200,000 employees. IBM India would account for 90,000 of
these. Roughly translated, IBM's Indian employees would generate $35 billion of
IBM's revenues in 2010.

IBM Global Services (now split to Business Services & Technical Services) was
called the "jewel in the IBM crown" by the Aberdeen group in 2003. For
worldwide IBM, this is the group that contributes to more than half its global
revenues ($54 billion in 2005) presently and growng at a healthy rate (8% in
2005). With half of global service employees to be located in India, IBM India's
importance for the global corporation can be easily fathomed.

IBM's India business, which has dominated the local technology services and
outsourcing market for the better part of the last decade, now generates
revenues close to $3.5 billion from the country, although the technology services
giant reported a slight decline in profits for the year ended March 2015.

According to documents filed with the Registrar of Companies, IBM India's

revenues stood at 21,160 crore ($3.46 billion), up 2.6% from Rs 20,616 crore last
year.

Key Competencies

Since 1992, IBM faced a fierce competition. After rethink their business model,
they recognized they need to change the current strategy to pursue the lower
sales and services costs. This action can help IBM to focus to become the best
solution provider and advance technology. Hence, the outsourcing of call center
is a good method to provide the best of quality and cost-efficiency for customer.
Also, they find they are not the professional company in design and management
of call center. So, they decide outsourced the design, staffing and management
of call center to a TeleServices Center to implemented the how process of the
sector. Above IBMs expectation, TeleServices use less than 90 days to complete
establishment and begin to work. This is only one third time of IBM should use.
The IBM TeleServices Center has an integrated marketing strategy. They divided
the center into three parts: the customer services group, the Telesales group and
the Direct Marketing group. The customer services group in charge of the simpler
question and provide the technical support to solve complex problem. The
Telesales group in charge of account management and the sales of IBM product
which does not need field sales support. The Direct Marketing is working on the
new product generation to ensure the customer satisfaction to inbound customer
services and support. The result of this new strategic outsourcing is very
successful. We can learn it from below data : Reduced the cost of customer
contact 97% - from $500 for field contact to $15 for telesales contact
Shortened the field sales cycles up to 80% Generated 125% of goal for leads
Exceeded customer expectations 78% of the time - based on a customer service
satisfaction survey Built a marketing database - with customer information that
improves targeting, responsiveness, relationships, and retention.

Customers :

1) C-Dot Systems Pvt. Ltd

2) CMS Computers India Pvt Ltd
3) Computer Home
4) Concept Information Technologies Pvt. Ltd
5) Jet Airways
6) Diamond Infotech
7) Enhanced Software Systems
8) Expert Solutions (I) Pvt. Ltd
9) Gowra Bits and Bytes
10) Immunity (55KB)
11) Innovative Telecom & Software Pvt Ltd
12) KLG Systel Ltd
13) Larson & Turbo Limited
14) Lauren Information System
15) Magnanimous Systems Pvt. Ltd
16) Mercantile Office System
17) NCLL Systems Ltd
18) Orient technology
19) Pentagon Systems
20) Pushkar Technologies
21) Ripples Solutions
22) Softcell Technologies Limited
23) Thakral Information Systems
24) Trishita Marketing
25) VDA Info solutions
26) Verchaska Infotech
27) Wipro Infotech

IBM In Banking

IBM is the pioneer is IT related business all over the world. It has shown its
expertise all over the world by tying up with worlds leading banks like ABM
AMRO, HSBC, Bank Of America and few more. This experience of such a long
expertise gives advantage over other IT service providers as no one can match
this .IBM presence in India is far and long so it has a good knowledge data base
to tackle any banking related situation with SBI.