Business Process Services (BPS)

Overview
2018
We have organized BPS service line to help deepen expertise
and capture natural synergies

BPS
Program
clusters

Customer
HR and talent F&A and
Industry-specific Experience
acquisition procurement
Management

Procurement
Talent
BFSI HLS1 HR F&A and supply
Acquisition
chain
Programs

BFS INS2 MSP3 RPO4

Next-gen / pan-BPS themes – Automation (SOT), Technology/BPaaS, Analytics, Blockchain, etc.

1 HLS: Healthcare and Life sciences

2 INS: Insurance
3 MSP: Managed Service Provider
4 RPO: Recruitment Process Outsourcing

Proprietary & Confidential. © 2018, Everest Global, Inc. 2

BPS subscription reports
We publishes three types of reports for each segment, discussing key market
activities and service provider capabilities from different perspectives

Annual reports (market trends in BPO) PEAK Matrix™ assessments

 Each report provides an overview of the  Mapping of service providers on Everest

BPO market for the specific segment Group’s capability matrix i.e., PEAK Matrix
 Reports analyze key market trends, for the specific subvertical
including size, growth, demand drivers,  Assessment of service providers based on
adoption, scope, emerging themes, areas delivery capability and market success in
for investment, and market shares for BPO contracts
major service providers

Thematic reports

Thematic reports cover various topics of interest to

players in the ecosystem – buyers, service providers
or intermediaries. The reports may cover
 Interesting niche sub-markets or sub-segments
 Next-gen issues and trends
 Breaking viewpoints on industry news

Proprietary & Confidential. © 2018, Everest Global, Inc. 3

Buyer-specific offerings

Assess shared services capability against peers, across six key dimensions to provide
Shared services assessment
offerings for buyers of BPS services

meaningful actionable insights and best practices

Offer insights and deep perspectives on the current service provider landscape and assist in
Service provider short-listing
service provider selection process through fact-based multi-dimensional analyses
Custom research

Portfolio optimization Assess provider rationalization / optimization opportunities aligned to strategic objectives

Assess the market maturity and vendor capabilities from an outsourcing/offshoring/automation

Market maturity assessment
perspective

Strategic Engagement Comprehensive review of outsourcing relationships to help buyers and service providers create
Review (SER) a win-win partnership

 Reports
Subscription
offerings

 Analyst inquiry
Configurable annual  Strategic interactions
subscriptions  Market briefings
 External webinars
 Data cuts

Proprietary & Confidential. © 2018, Everest Global, Inc. 4

Service provider-specific offerings

Strategy Marketing Sales

Where to compete? Why <company>? How do we qualify?

How to compete? How to expand the funnel? How do we Price-to-Win?

Opportunity Assessment Value Prop & Messaging Price Benchmarking

Product & Market Strategy Thought Leadership Active Deal Support

Competitive Strategy Market Surveys & Awareness Account Intelligence

M&A / Partnership Support Client & Sales Enablement

 Reports
Subscription
offerings

 Analyst inquiry
Configurable annual  Strategic day
subscriptions  Market briefings
 External webinars
 Data cuts

Proprietary & Confidential. © 2018, Everest Global, Inc. 5

Case study: Market opportunity assessment and growth
strategy formulation assistance for a leading BPO provider

Client overview and background Illustrative summary of diagnostic assessment

 The client, a leading BPO provider, wanted to develop their
1
presence in the Asia Pacific (APAC) region and improve its
performance significantly
 They had a limited and opportunistic presence in APAC
and wanted to develop a more deliberate and strategic
presence in the fast growing region
 For this they wanted to identify and prioritize the right
service markets to focus on in identified countries in APAC

Approach used by Everest Group

Everest Group employed a two-step fact-based analysis
framework to assess the segment attractiveness and
prioritization
 Segment attractiveness was assessed in terms of future 2
opportunity and criticality for multi-country engagements
 A dual approach of interviews with leadership, and
evaluation of country level capabilities was conducted to
quantify the client’s APAC capabilities
 Both parameters were analyzed to classify segments as
‘seize’, ‘augment and seize’ and ‘evaluate’

Benefits to the client

 A strong case for investment in selected segments was
developed, and subsequently approved by their board
 The client has already gained significant traction in the
‘seize’ segments

Proprietary & Confidential. © 2018, Everest Global, Inc. 6

BFS case studies

Research arm of a Identifying the gaps Conducted a study of all the major BPO vendors with delivery presence in
Japanese financial in coverage within APAC region and also serving APAC-based clients to help the client identify
holding company the APAC BPO gaps in its coverage within the APAC BPO market
market

Fortune 100 Understanding the Developed a custom report on mortgage BPO market analysing areas such
Financial Services mortgage BPO as market overview, service provider landscape, and profiles of top 5-6
firm service provider service providers in the industry
landscape

A multinational IT Understanding the Conducted a series of primary interviews with the client’s buyer and other
services, consulting, sourcing landscape leading global banks to assess their sourcing preferences across all major
and business of major risk risk categories
solutions company management
processes

Research arm of a Understanding the Analysed two major GIC carve-outs in banking and financial services
Japanese financial dynamics and future domain and conducted a detailed cost-benefit analysis from the standpoint
holding company potential of a GIC of both the service provider and the financial institution
carve-out

Strategy consulting Gaining deeper Developed a customized report leveraging its IP across multiple domains
arm of a leading understanding of such as commercial banking, mortgage, etc. to provide a detailed
professional the commercial quantitative view of the market as well as the leading service providers
services firms lending BPO space

Proprietary & Confidential. © 2018, Everest Global, Inc. 7

Insurance specific case studies

Leading global Outsourcing Identified potential for outsourcing in industry-specific processes by

insurance carrier strategy for P&C analyzing scale and segment & process maturity within L&P and P&C
and L&P insurance segments. Analyzed the landscape of service providers / TPAs to identify
segments attractiveness of outsourcing and developed strategy for outsourcing

Leading UK-based Strategic Reviewed service delivery quality and price competitiveness and formulated
pensions provider Engagement Review a evolution roadmap of sourcing relationship and shift focus from cost to
(SER) creation of business benefits

Leading North Operations cost Analyzed the BPO market landscape in Brazil with key players, locations,
America-based life optimization scale of outsourced work, segment/ process maturity, experiences of
insurer strategy via insurance firms, market perspectives on taxation, and impact on service
outsourcing/GIC delivery. Created an end-to-end strategy for a blended model of outsourcing
and GIC

Leading BPO Market segment Conducted and in-depth analysis of the identified markets on parameters
provider / TPA attractiveness such as market size & growth, trends, solution characteristics, market and
assessment outsourcing market landscape, and competitive landscape. Supported the
client in developing the business case for short-, medium-, and long-term
attractiveness of studied markets

Leading India-based Opportunity Developed business case by modeling scenarios of plays and options, and
BPO provider assessment & entry return and investment estimates by analyzing the demand and supply side.
strategy formulation Created a detailed case for entry into the segment via targeted investments
for US closed block and selective client focus and presented to the board
insurance market

Proprietary & Confidential. © 2018, Everest Global, Inc. 8