NAME OF THE ORGANIZATION: BHUSHAN SOLICITATION SERVICES

ENTREPRENEUR TEAM NAME: Kumar Nishi Bhushan Nupur Gupta Kumar Bibhuti Chavi Chawala Sonal Chauhan

ADDRESS: TALEGAON, PUNE, MAHARASHTRA (INDIA) TEL: 02041209967, 09623426583 E-MAIL: bss_pune@bss.org WEBSITE: www.bsspune.org YEAR: 2011-12
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Vision & Objective Company Ownership & Organization Structure Market Analysis Start-up Summary Financial Consideration Market Segmentation Competition & Buying Patterns Sales Strategy & Forecast Management Summary Financial Plan Break Even Analysis Projected Balance Sheet SWOT Analysis Of BSS Conclusion Page No 3 4 5 6 7 8-9 10 11 12 13 14 15 16-17 18 19 2 .Table of Content: S NO 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 Topic Executive Summary Mission.

It is started by Kumar Nishi Bhushan. We provide bilingual services in both English and Hindi. and a phone center. The company expects to begin offering services in June of the Year 2011. Pune. market research. Whatever a client's customer relations goals are: quantifying sales leads. an MBA graduates from Bharati Vidyapeeth University. responding to ad inquiries. 3 . Experience has shown that many companies desire to create their own marketing campaign since they already have marketing personnel with extensive contact and experience in the industry. conference rooms. The most common needs that we can fulfill are: • Generate sales leads • Set appointments • Market research • Surveys (including statistical analysis and political surveys) • Business development • Point-of-sale product promotion • Seminar and conference invitations BSS is not a telemarketing company.Executive Summary Introduction Bhushan Solicitation Services is committed to provide top quality call center services 24 hoursa-day to their clients. taking orders. or general information requests. we do not create the marketing campaigns for our clients. The company has a limited number of private investors and does not plan to go public. The Services BSS offers a wide range of call center service including both inbound and outbound calls. Pune. BSS has the people with the expertise to professionally service those needs. The company has its main offices in Talegaon. A service that provides our clients with the greatest chance of communicates with their end customers. The Company BSS will be a limited liability partnership registered in the New Delhi. We do B2B and B2C services including both inbound and outbound calls. The facilities include office spaces. We have a dedicated and well trained cadre of customer support specialists who are able to consistently provide excellent services delivered in a timely and cost-effective manner.

Establish a comprehensive service experience for our clients that include consultation. We have a dedicated and well trained cadre of customer support specialists who are able to consistently provide excellent services delivered in a timely and cost-effective manner. Keeping close contact with clients and establishing a well functioning long-term relationship with them to generate repeat business and obtain a top notch reputation. progress reports and post-program feedback. Establish long-term contracts with at least four clients.Mission It is the mission of BSS to provide our clients with top quality call center services 24 hours-a-day that provide the greatest chance of communicating with end customers. Keys to Success BSS's keys to long-term survivability and profitability are: • • • Create long-term contracts that demand constant monitoring or on-call services. Establish minimum 95% customer satisfaction rate to form long-term relationships with our clients and create word of mouth marketing. 4 . Vision “To become a number one call centre in western India in next five years” Objectives The three year goals for Bhushan Solicitation Services are: • • • Achieve break-even by year two. We do B2B and B2C services including both inbound and outbound calls.

Ms. (22%). Chavi Chawala (8%) and Sonal Chauhan(7%). 5 . and be taking on short-term projects such as surveys from small clients. Large multinational companies have demonstrated their growing confidence in Call Center Outsourcing and in India as an outsourcing hub. by signing multi-million-dollar. The rest will be owned by the senior management including Kumar Nishi Bhushan. First. we will work in the medical services industry since they have a high need to maintain contact with their patients at all times. The BPO industry in India doubled in size last year. long-term BPO contracts with trusted Indian outsourcing service providers. We will also be working as a first level help desk for a number of small high-tech companies. Within services. Mr. to $6. five are in Asia. Kumar Bibhuti (12%). the key segments are business process outsourcing and short. Ms.3 billion. Nupur Gupta (12%). Organization Structure: The BSS would have the following organization structure: The Market India accounts for over 40% of the global BPO market.Company Ownership The company will have a number of outside private investors who will own 27% of the company's shares. with India's dominant share ensuring that nearly 26% of South Asia's exports come from services. All other financing will come from loans. BSS plans to enter into two market segments. and is expected to clock 37% annual growth over the next five years. Of the top 10 BPO destinations in the world.term migration.

Market Analysis Summary The telemarketing industry is a growing industry with most companies having an annual growth between 6. choose to develop their own telemarketing services. A significant trend in this industry is the growing number of clients who wish to outsource telemarketing functions to client companies instead of developing such infrastructure in-house. scope. This makes for an excellent opportunity for BSS. services offered. Particulars Expenses Assets Investment Loans In Rs. still not realizing the potential advantages of outsourcing. Start-up Summary Start-up assets required are shown in the tables below. Many companies are general advertising agencies that offer telemarketing services along with a wide range of other consulting services. many companies. 25000 145000 1000000 80000 6 . However. The telemarketing industry is quite fragmented with companies that vary greatly in size.5% and 8%. This is due to businesses that are becoming increasingly aware of the need for market information and the desire to reduce customer turnover rates in a hard hit economy. Most of the company's liabilities will come from outside private investors and management investment. This includes expenses and the cash needed to support operations until revenues reach an acceptable level. and market share. In addition. long-term analysis of growth rates in this industry show a cyclical pattern and BSS does not expect this high growth rate to continue.

We conservatively believe that during the first three years that about three ongoing contracts per month will guarantee a break-even point. The company expects to reach profitability in year two and does not anticipate any serious cash flow problems. we have obtained current borrowing from Oriental Bank of Commerce the principal to be paid off in Seven year. (through venture capital).Financial Considerations Start-up assets required are shown in the tables accompanying the Start-up Summary topic. However. We are expecting the following sales figure in first starting three years: Year 1 2 3 Sales (in Rs. Most of the company's liabilities will come from outside private investors and management investment.) 300000 420000 580000 We are expecting the following net profit in first three years: 7 . This includes expenses and the cash needed to support operations until revenues reach an acceptable level. We also have a line of credit from ICICI Bank that we can draw upon if need be.

This is where an outsourced call center can save a client a large amount of money and allow a reduction in personnel needed on call 24 hours-a-day. BSS plans to enter into two market segments. We also will be working as a first level help desk for a number of small high-tech companies.) -50000 -20000 50000 Market Segmentation Virtually every company.Year 1 2 3 Net Profit (in Rs. Our customer service representatives are already in the process of receiving hands-on training from these two organizations to meet their needs. Other companies wish to know if telemarketing is a feasible method of sales generation. Sometimes it is effectively communicating an upcoming event such as a conference. Often it is a survey to determine customer satisfaction or awareness. both large and small requires some form of telemarketing at some point. we will work in the medical services industry since they have a high need to maintain contact with their patients at all times. 8 . Bibhuti and Ms. About 75-80% of all technical problems faced by end customers can be solved by non-technical customer service representatives who are familiar with a computer or technical system and who have a scripted set of procedures to solve most common occurring problems. We will also be taking on short-term projects such as surveys from small clients. Nupur have already signed contracts with Shyadri Hospital and Neeta Travel Agency. Mr. First. One of the new uses for call centers is in first level help desk services.

This makes competition within the industry very intense. Page Point and other big. Through our focused strategy of serving niche markets such as help desk services. Practically speaking.Once we have established a good working relationship with these initial clients. we will leverage our reputation and profitability into new contacts and contracts with other local companies. Buying patterns and needs Companies usually enter into contracts with call center firms based on their reputation of professionalism and effective campaigns in the past. The call center industry is highly fragmented. Yellow Box. nationwide call center companies that hold significant market share. especially if the company is small. In addition we have indirect competition from organizations that handle all their telemarketing inhouse. this means we have the greatest threat from the largest telemarketing agencies such as V-customer. as we expand to a west scope. Price and scope are also important reasons for accepting contracts. This reputation is difficult to obtain by new firms unless its personnel bring it with them from previous companies such as ours. Kingfisher. and etc. with a large number of small companies that mainly cater to small firms and a few large companies that seek the largest contracts from companies such as Ranbaxy. we intend to avoid such a debilitating environment and avoid its drawbacks such as price wars. Later. 9 . Our ultimate goal is to service the entire west region of India and become the company with a dominant market share. and Marriott Hotel etc. our future business plans will include all of our potential clients in this area. Competition and Buying Patterns Competition Competition includes all potential call centers and telemarketing agencies across the country.

Bibhuti and Mr. and we will be attending conventions and other events as well. These services are where we can offer a higher standard of quality to our clients. This company is the largest event organizing firm on the West coast and has been seeking a call center firm for a customer survey project to be launched in the near future. We are a call center firm that simply implements telemarketing campaigns or help desk functions for its clients. Our company intends to use testimonials from such clients to build further contracts. B2B contacts. We also understand that we may need to lower costs in our first couple of years in order to attract new customers and close deals. Sales Forecast Sales are based on the various contract projects we anticipate acquiring in the various market segments. Marketing Strategy BSS has already concluded two contracts with local companies requiring 24 hour call center services. Bibuti and Ms.Strategy and Implementation Summary Bhushan Solicitation Services' business strategy is to enter into a focused approach to its services rather than being everything to its clients. Our company does not intend to be a telemarketing consultation firm. cold calls. Sales Strategy BSS's management will be focusing on leveraging its employee's established reputations and contacts in the telemarketing industry to generate contracts. Mr. These will provide us with initial revenue and the chance to build our reputation. Kumar Nishi have been in the industry from three years and experience shows that many of their existing clients will still wish to work with them despite having to establish a new contract with BSS. BSS believes that its chances for acquiring this contract are excellent. This will allow us to charge a higher profit margin for these differentiated and more focused services. Revenues are based on average costs per project/contract based on estimated time and 10 . In addition to our first contracts with Shyadri Hospital and Neeta Travel agency. nor will it ever become so. Nupur has been actively seeking to acquire a large contract with Marriott hotel. We have begun to establish our presence using various marketing methods such as flyers. Both Mr.

and we acquire more customers. As time goes on. Chavi Chawala. project management. Kumar Bibhuti . plus 12 customer service representatives. Management Summary The company will have four officers including our president.complexity of contract plus and undisclosed profit margin. Finances and general admin will be handled by Ms. Our head of operations will be Mr. Personnel BSS's management brings to the company strong capabilities in contract negotiation. We anticipate that our most attractive target markets. Mr. the percentage of short-term and other projects will increase. medical services and help desk clients will provide us with significant early revenue.Tech & MBA Chairman & MD CEO Head of Marketing & Operations MBA & ICWA Head of Finance MBA Head of Administration & HRD 11 . and a unique combination of skills drawn from other businesses. Key Personnel of BSS. Kumar Nishi Bhushan. The company does not have any significant direct costs of sales. Background Details are as: Name Age Qualification Designation Professional Work Experience 2.5 Yrs 7 Yrs 6 Yrs 3 Yrs 2 Yrs Kumar Nishi Bhushan Nupur Gupta Kumar Bibhuti Chavi Chawala Sonal Chauhan 23 29 28 27 23 MBA B. telemarketing.Tech & MBA M. The company plans to hire additional service representatives and administrative personnel as we begin to get large numbers of contracts.

00% 10. Important Assumptions We are assuming approximately 75% sales on credit and average interest rates of 10%.00% 30.00% 0 Year 2 2 10. General Assumptions Year 1 Plan Month Current Interest Rate Long-term Interest Rate Tax Rate Other 1 10.00% 10. These are considered to be conservative in case our predictions are erroneous.00% 30.00% 30.00% 0 12 .00% 10. We have budgeted enough investment to cover these losses and have an additional credit line available if sales do not match predictions.00% 0 Year 3 3 10.Financial Plan Our financial plan anticipates two years of negative profits as we gain sales volume.

average profitability per month per segment will be moderate. length. We expect that about three ongoing contracts per month will guarantee a break-even point. However. it is difficult to assign and average per unit revenue figure.234 13 . it is conservatively believed that during the first three years. Since each contract will be of different scope. 27. Break-even Analysis Monthly Revenue Break-even Rs. In other words. 27. This is because we will be dealing with smaller companies at first that have smaller contracts. we will have insignificant direct cost of sales.234 Assumptions: Average Percent Variable Cost Estimated Monthly Fixed Cost 0% Rs. and complexity.Break-even Analysis Our break-even analysis is based on the assumptions that our gross margin is approximately 100%.

Total Long Term Assets Total Assets Liabilities & Capital Current Liabilities Accounts Payable Current Borrowings Other Current Liabilities Total Current Liabilities Long Term Liabilities Total Liabilities Year 1 Year 2 Year 3 38494 49450 3500 91444 25000 0 25000 116444 Year 1 317 75242 3500 79059 25000 0 250000 104059 Year 2 22949 104058 3500 130507 25000 25000 22500 153007 Year 3 11435 36000 0 47435 55000 102435 11100 42000 0 53100 55000 108100 13563 34000 0 47563 51000 98563 14 . Assets Current Assets Cash Account Receivable Other Current Assets Total Current Assets Long Term Assets Accumulated Dep.Projected Balance Sheet The following table shows the projected balance sheet for BSS.

Paid-in Capital Retained Earnings Earnings Total Capital Total Liabilities & Capital Net Worth 103000 (27700) (61291) 14009 116444 14009 108000 (88991) (23050) (4041) 104059 (4041) 108000 (112041) (58485) 54444 153007 54444 15 .

weaknesses.  Ready to provide 24*7 satisfactory services  Comprehensive Financial and Marketing Strategy will be able to help any unpleasant situation WEAKNESS:  Lack of large amount of fund. can delay the expansion  A less known service provider in the market  May be face difficulties in understanding of culture OPPORTUNITIES:  A large of probable customers is in Pune city  Chance of market penetration and acquisition of new of Clients is more. SWOT stands for strengths. opportunities and threats. Here. the SWOT analysis of BSS: STRENGTHS:  Young and Energetic team with good mixture of experience. once we satisfy our initial customers  In western India market for call centers is still untapped THREATS:  Existing customers can harm the interest of company  Any Unpleasant change in policies & Procedure of government at domestic level or at international level can make the situation worse for BSS  Rapidly changing in technology & Trends. can be threat for company 16 .SWOT Analysis of BSS: A SWOT analysis is a tool that business planners use to gauge an organization and its environment.

we are able to see our own project through the investor's eye and it is also able to answer all the concerns of a potential contributor. A business plan is an essential tool for companies raising capital . Our business plan documented professionally and prepared to meet the needs of the Venture Capitalists. particularly in the later stages of growth.and plan needs to be “investor ready”. In our business plan. or blue print towards the establishment and growth of a new business. 17 .Conclusion: A Business Plan is the foundation.

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