Indian E-commerce Industry Facts
The Indian E-commerce to surpass the
US and become the second largest
Ecommerce market in the world by
2034 z
Growing internet penetration- internet
users to increase from 445.96 million in
2017 to 829 million by 2021
India’s internet economy is expected to
double by 2020 (from Fy 2017), majorly
backed by Ecommerce.
Electronics is currently the biggest
contributor to online retail sales in
India with a share of 48 per cent
a Ecommerce sector expected to
Each month, India is adding
approximately 10 million daily active
internet users. Online shoppers in India
are expected to reach 220million by
2025
E-commerce is increasingly attracting
customers from Tier 2 and 3 cities,
where people have limited access to
brands but have high aspirations
Digital transactions are expected
to reach US$ 100 billion by 2020
By 2022, smartphone users are
expected to reach 476million and
grow 1,200 percent by 2026
Average online retail
spending in India was US$
224 per user in 2017.
 Frontizo Business Services Private Limited is a joint venture between
Amazon Asia and Patni Group, based out of Bangalore and currently
expanding operations in Panchkula. We are a company that provides customer
service solutions as a global outsourcing partner to Amazon. Services are
provided in mediums like phone, email and chat and in the English and Hindi
languages.

We are an inclusive, equal opportunity employer which believes having

employees from diverse backgrounds of gender, sexuality, religion, caste and
abilities. We provide world class training to all employees and a work
About Us environment that nurtures talent, provides enough challenges and
opportunities for people to develop skills and with ample opportunity for
growth..

We have a strong culture and best practices that consistently display

leadership attributes required for a fast paced, growing and challenging
environment.
Vision, Mission and Guiding Principles
Our vision To be the company that is customer
obsessed, metrics driven, excels in providing
world class customer service experience and
transforms the way E-commerce customers buy
and interact online. We aim to transform the
way Indian customers buy.
Culture Our vision and mission is to “Transform how India buys”.
Therefore, Frontizo will imbibe the culture of relentlessly
advocating for the customer and aim to deliver the gold standard of
customer service experience in India
Our mission We will set the gold standard on
customer obsession by focussing on
delighting our customers in every interaction.
We will set the bar high on customer
experience through understanding the
customer need and consistently delivering
over and above
Coverage We will work backwards starting with
the customers and look for every possible
opportunity and address their needs across
channels and languages
FRONTIZO – Key Milestones & Future goals

And the Journey continues…… Mar 2020

Will scale up to 1000+
7

23rd Oct 2019

Crossed 400
6
5 19 AUG 2019
100 More joined the
16th Sep 2019
family 22 July 2019
We grew to 350
3 First batch of 63 were
4 onboarded
2

2nd Sep 2019

Became a family of 270

April 2019 1
Kick started the hiring
process
 We at Frontizo are focused on transforming how India buys
in this growing online world

76% 24%

Wholly owned
subsidiary
of Frontizo

*Frontizo Group has an independent Board of Directors. Both the ownership and control of the Company is completely with Patni.
We are driven by the below Leadership Principle's

Customer Ownership. Invent and Are Right, A Lot Learn and Hire and Insist on
Obsession Simplify. Be Curious Develop the the
Leaders expect and Leaders are right a Best. Highest
Leaders start with Ownership: Leaders are never Leaders raise the Standards
require innovation lot. They have  Leaders have
the customer and Leaders are done learning and performance bar
and invention from strong judgment relentlessly high
work backwards. owners. They always seek to with every hire and
their teams and and good standards - many
They work think long term improve promotion. They
instincts. They people may think
vigorously to earn and don’t sacrifice always find ways to themselves. They recognize
seek diverse these standards are
and keep long-term value simplify. They are are curious about exceptional talent,
perspectives and unreasonably high.
customer trust. for short-term externally aware, new possibilities and willingly move
work to disconfirm Leaders are
Although leaders results. They act look for new ideas and act to explore them throughout
their beliefs. continually raising
pay attention to on behalf of the from everywhere, them. the organization. the bar and drive
competitors, they entire company, Leaders develop
and are not limited their teams to deliver
obsess over beyond just their leaders and take
by “not invented high quality
customers. own team. They seriously their role
here”. As we do new products, services
never say “that’s in coaching others.
things, we accept and processes.
not my job”. We work on behalf Leaders ensure that
that we may be of our people to defects do not get
misunderstood for invent mechanisms sent down the line
long periods of time. for development and that problems
like Career Choice. are fixed so they stay
fixed.
Leadership Principle’s…….

Think Big Bias for Frugality Earn Trust Dive Have Backbone; Deliver
Action. Deep. Disagree and Results.
Commit
Thinking small is Speed matters in Accomplish Leaders listen Leaders operate Leaders are
business. Many more with less. attentively, speak obligated to Leaders focus on the
a self-fulfilling at all levels, stay
decisions and Constraints candidly, and treat respectfully key inputs for their
prophecy. connected to the
actions are breed others respectfully. challenge decisions business and deliver
Leaders create details, audit
reversible and do not resourcefulnes They are vocally self- when they disagree, them with the right
and frequently, and
need extensive s, self- critical, even when even when doing so quality and in a timely
communicate a study. We value sufficiency and doing so is awkward are skeptical is uncomfortable or fashion. Despite
bold direction calculated risk invention. The or when metrics and exhausting. Leaders setbacks, they rise to
that inspires taking. re are no extra embarrassing. Leader anecdote differ. have conviction and the occasion and never
results. They points for s do not believe their No task is are tenacious. They
growing or their team’s body do not compromise settle.
think differently beneath them.
and look around headcount, odor smells of for the sake of social
corners for ways budget size or perfume. They cohesion. Once a
to serve fixed expense. benchmark decision is
themselves and their determined, they
customers.
teams against the commit wholly.
best.
Our Virtuous
Cycle
 Team Manager - Customer Service is a leadership role at CS India. The
individual sets the vision, direction, and culture of their teams by
managing individual and team performance expectations and goals,
maintaining singular focus on ensuring and improving customer
satisfaction , by identifying broader customer impacting issues and
implementing solutions to drive quality and productivity, while achieving
real time desired service levels.
Your Role as a  Customer Obsession: Identifying customer impacting issues,
working out and implementing solutions and process improvements
Team Manager- to increase customer satisfaction rate.

Customer Service  Deliver Results: Developing and achieving performance goals and
objectives in line with the network wide vision and goals.

@ Frontizo  Invent and Simplify: Drive process improvements to enhance the

operational efficiency of the site.
 Hire and Develop the Best: Leading and developing a team of 20-30
associates; responsible for the overall direction, performance
management, coordination and evaluation of the team.
 Your Growth at Frontizo

Site Lead

Operations
Manager
Group
WFM Manager
Human Process
Resources Automation/
Improvement

Training Finance
Quality
Mgmt
SME/QA

Associate

Apart from vertical growth there are opportunities for cross function growth for e.g. Workflow, Quality, HR, Finance etc.
 LIFE @
FRONTIZO!

Work Hard
Have Fun
Make History
  BE YOURSELF - Non Traditional, no
dress code
 Flat Organizational structure with
Flexibility to move across the Company
 A company of builders: Innovating on
behalf of the customer
Our Culture  Expect to own and drive projects from
day one
 A company of builders: Innovating on
behalf of the customer
 Expect to own and drive projects from
day one
 Pioneering size & scale never before
seen
 “IT’S STILL DAY ONE. IN FACT I BELIEVE THAT
THE ALARM CLOCK HASN’T EVEN GONE OFF
YET. WE’RE STILL ASLEEP IN OUR BED, FAR
FROM HAVING EVEN PRESSED THE SNOOZE
It’s Still Day BUTTON”
One! -JEFF BEZOS
THANK
YOU!