apability Document - Best Web & Mobile App Development … · Healthcare Construction Telecom ... business outsourcing solutions. Our areas of BPO services include: ... The concept

Capability Document

Business Process Outsourcing

1 Rigel Networks Capability Statement

Enterprise Mobility

www.rigelnetworks.com Private and Confidential

TABLE OF CONTENTS

1) About Rigel Networks……………………………..……………………………………………..………………………………………………….………..2

2) Business Overview……………………………………………………………………………………………………………………………….….…………..3

3) Business Process Outsourcing – Rigel Networks Expertise………………………………….……………………………....................4

a) Order Management Services……………………………………………………………………………………………………………………5

b) Customer Support Services……………………………………………………………………………………………………………………..5

c) Finance and Accounting Outsourcing………………………………………………………………………………………………………6

d) Telecom Outsourcing………………………………………………………………………………………………………………………………7

e) Quality Management Outsourcing…………………………………………………………………………………………………………..7

f) Recruitment Process Outsourcing……………………………………………………………………………………………………………8

g) Back Office Outsourcing…………………………………………………………………………………………………………………………..9

4) Advantage Rigel Networks…………………………………………………………………..…………………………………………………………….10

5) Client Engagement Model………………………………………………………………………………………………………………………………….10

6) Case Studies……………………………………………………………………………………………………………………………………………………….11

a. Work Order Management ……………………………………………………………………………………………………………….………….11

b. Field Services ………………………………………………………………………………………………………………………………………………13

http://www.rigelnetworks.com/


Enterprise Mobility


1) ABOUT RIGEL NETWORKS Back to Top

RIGEL NETWORKS™: A Global “SOFTWARE SOLUTIONS” & “IT SERVICES” company

Rigel Networks is an End to End IT Service Company with an experience of more than a decade in serving SMEs across USA, EU, GCC and Aus. We transform customer’s business by consulting, providing business & infrastructure services and deploying technology solutions. Taking care of human values and ethics, we engage with every customer individually and build custom Value for Money solutions driven by culturally trained, effectively communicating and efficient certified professionals. We foster businesses by innovation, quality, structured processes and collaboration with global resources to fulfil our mission of “Let Us Grow Together!”

Our end-to-end IT solutions right from conceptualizing and designing to the implementation and support, are built on

the foundation of transparency, smooth communication and robust project management. The “Solution first” approach

combined with technological vision and innovative thinking have always enabled business to reach their full potential

and accelerate the growth.

Since our inception in 2004, we have been consistently developing strategies to widen our core IT services by

expanding its reach, retaining customer relationships, engineering new business models and enhancing service

capabilities. We have shaped our culture that is appropriate to software developers who consider their work as a craft.

This is the reason why we have had the privilege to work with some of the amazing companies on earth when it comes

to develop software product with different languages and technologies.

HIGHLIGHTS

• Established in May 22nd , 2004

• Head-quartered at California Area, USA

• Multiple state-of-the-art Offshore Development Centers in India and offices in Australia and U.K

• Zero Debts, Zero Investors & Zero Liabilities since inception

MANAGEMENT TEAM

• Bhairav Patel, Founder & CEO

• Vishal Dalsania, Founder & CTO

• Nischal Patel, CIO


http://www.rigelnetworks.com/offerings/

http://www.rigelnetworks.com/technology/


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2) Business Overview Back to Top

Business Services

Business Transformation & Consulting

Helpdesk Services

Infrastructure Services

Business Process Outsourcing

Industries We Serve

IT

Retail

Logistics

Healthcare

Construction

Telecom

Hospitality

Business Solutions

EMR

E-Commerce Solutions

CRM

CMS

Technology Expertise

Microsoft

Open Source

Mobile

Cloud

Virtualization

Big Data



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3) Business Process Outsourcing – Rigel Networks Expertise Back to Top

Rigel Network’s capacity to provide comprehensive solutions expands beyond technology services and employs BPO

services. Our exquisite outsourcing services enable enterprises to economize their business processes, gain valuable

market share and inspire customer loyalty. Our major focus while serving the core business processes is to accelerate

business growth and enhance company productivity.

By marrying technology advancements with sound human resources, we at Rigel Networks deliver information-driven

business outsourcing solutions. Our areas of BPO services include:

Customer Relationship Management

Finance and Administration

Human Resources

Procurement and Customer Acquisition

Supply Chain Management

Rigel Networks provides customized global outsourcing solutions to a diverse group of clients who rely on us for

vertical-specific processes, as well as shared corporate services. In addition to a broad range of horizontal services

including Finance & Accounting (Quick books), HR Services (RPO), Back Office Work, we also maintain and

periodically check Service Level Agreement for our clients.



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Back to Top

a) Order Management Services

It is our observation that many organizations that leverage country-specific, and customer-specific

processes often miss out on excellent growth opportunities. Considering fast paced globalization, it adds

to increased operational cost and mediocre level of customer satisfaction. It is essential to establish a

synchronized system from order to payment.

The concept of out-sourced shared service center is gaining importance and global organizations are

increasingly turning towards this approach and model.

What we offer?

Pre-order activities

Order Entry & Management

Order Fulfilment & forecasting

Inventory Management

Invoicing

Deduction / dispute management

Trade promotion administration and accounting

Collection and revenue management

Contract management

Data management

b) Customer Support Services

It is our observation that many organizations that leverage country-specific, and customer-specific

processes often miss out on excellent growth opportunities. Considering fast paced globalization, it adds

to increased operational cost and mediocre level of customer satisfaction. It is essential to establish a

synchronized system from order to payment.

The concept of out-sourced shared service center is gaining importance and global organizations are

increasingly turning towards this approach and model.



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What we offer?

The technology behind customer care

Focusing on Brand Care

24 x 7 support, round the year

Focus on quality and customer satisfaction

Scalable operations with skills to handle any customer service interaction in almost any language

Any channel support (let your customers decide how they like to reach you, email, social media, web

based, phone, etc.)

c) Finance and Accounting Outsourcing

Cost reduction constraints, increasing regulatory compliance and demands for a closer alignment to the

business are driving the needs to implement a new finance and account operating model. Companies that

rashly outsource their financial processes often suffer the consequences of sloppy work produced in remote

areas by unqualified personnel. The wise finance executive conducts a thorough strategy study first,

following the steps illustrated here. The end result is an outsourcing strategy that balances risk and reward,

with a surgeon's eye toward what work "goes" and what work "stays."

What we offer?

Procure to pay

Order to cash

Record to report

Risk and Compliance practice

Keeping pace with accounting and regulatory changes

Risk and Compliance practice

Robust capabilities in tools and technology enablers

Flexible processes, models and support

Cost / Value: Efficiencies and process improvement



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Back to Top

d) Telecom Outsourcing

One rapidly expanding area of interest to companies is telecom BPO outsourcing, where the business

process outsourcing will offer all, or some combination of services that include, local and long distance

services, contract negotiation, bill processing, bill payment, auditing and loss recovery, disaster recovery

plans, and telephone maintenance including adds, moves, and changes.

We provide both voice and non-voice (E-mail and Chat) telecom solution.

What we offer?

Inbound Call Center (For Customer Care, Inbound Sales)

Outbound Call Center (Outbound Sales, Collection Process)

Advertising Budget Reduction

Telephone Invoice Analysis Cost Reduction

Telecommunications Audit for Cost Recovery and Reduction

e) Quality Management Outsourcing

Quality Management Outsourcing is relatively new, and so far it has been primarily tactical with providers focusing on a few lucrative areas like supplier development, internal auditing and improvement events. This leaves the client to manage many sources or to sub-optimize their quality outsourcing.

QMS sourcing makes good sense. Who better than a dedicated independent team of highly trained specialists to ensure that goals are being met? Especially since quality is so fundamental to customer and bottom-line success. It is time-consuming and expensive to attempt to develop all the skills you need in this area and deal with constant turnover--as people move through their careers. QMS Sourcing provides consistency, expertise, third party objectivity and zero hassles.



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What we offer? Back to Top

Operational excellence

Audit, assessment and inspection preparation

Management advisory and reporting services

QMS maintenance


Compliance Management

performance metrics

life cycle management

Helps reduce operational costs

f) Recruitment Process Outsourcing

Recruitment Process Outsourcing Company with offshore recruiting services provides its clients with insights and capabilities that boost their freedom to achieve better-quality results through a unique way of working, which we call the collaborative business experience. We are one of the growing offshore Recruitment process outsourcing company in India, manages Staffing Services and provide offshore recruiters for all Small Businesses & Staffing Agencies serving clients globally in Information Technology, Engineering, Hospitality and Healthcare staffing Sectors.

What we offer?

Source, review and evaluate resumes

Analytics and Mapping (we are able to provide data points and observations about our client's and

their competitor's hiring trends, potential problem areas and pockets of hidden talent within the

highly competitive industry landscape.)

Skills Analysis

Enterprise Wide RPO Engagement

Partial RPO Engagement

Project Based Recruitment Outsourcing




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g) Back Office Outsourcing Back to Top

Our BPO services helps businesses grow, and move on to a bigger and better venture. While you concentrate on growing your business, we manage non-essential part of your business and help you focus on core functions. Rigel Networks has helped companies get a superior business edge by delivering best-in-class BPO services that helps them realize competitive advantage. We have made this possible by investing in latest technology, hiring only the best and working from the client's perspective. Most of the back office process operations we manage on behalf of our clients draw extensively on our deep industry-based knowledge. We provide a comprehensive range of back office solutions with proven capability to deliver effective cost savings, cutting edge the process and operational excellence within a robust compliance framework. We partner with our customers to improve F&A efficiency and effectiveness, delivering business impact both at operations as well as strategic level through:

Operational and Process Excellence

Managing Transition and Operational Risk

Improved Decision Making

Optimal Delivery Model

Culture of Compliance and Control

Data Research

What we offer?

Virtual Assistants

Content Management

HR Management

Data Management

Forms Processing

Image Processing



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4) Advantage Rigel Network Back to Top

1) Extensive Multiple Industry Knowledge: We have an extensive experience of numerous projects in various industries like Healthcare, Telecom, IT, Retail, Construction, and Logistics

2) Certified Technology Experts: We are certified Microsoft Gold Partners and Kentico Bronze Partners

3) One-Stop-Destination for all your IT needs: We are an End-To-End IT Solutions and Service provider combining latest technologies and strategic expertise to meet client’s requirements. We can offer services from requirement analysis, technical design, development, QA, testing and till support, training and maintenance

4) Flexible Engagement Model: Whether it’s project-to-project base or dedicated team base, our engagement model is designed to meet our clients’ needs We can ramp up a development team for our clients at a very short notice

5) Cultural Synchronization: We go extra mile to understand our client’s culture and hence, there is always a cultural synchronization between us and our clients.

5) Client Engagement Model

Our client engagement model involves:

1) The client will be conducting the interviews before hiring the resources.

2) Resources will be able to work on the client Time zone irrespective of the geographical location and time.

3) Resources will be directly coordinating with the client and will be available on Skype during working hours,

can be contacted over the Phone when needed.

4) Resources will be working from our Indian Branch, however, they will be fully controlled and monitored by

the client.

5) Resources will be ready for daily to weekly bases reporting, if required.

6) Resources can be hired from Hourly to Monthly bases.

7) Free replacement of the resources will be offered, if the client do not find them good or they left the

company.



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6. Case Studies Back to Top

Industry

Information Technology

Organization Size

Medium (400+ employees)

Country

United States

Customer Profile

A leading IT service provider in

US provides online support,

server management, data

backup support, security to

various customers across the

globe

Business Needs

The client’s majority of the service requests were issued via e-mail or call. Often,

these requests were missed due to different time – zones resulting in poor

customer service and satisfaction levels.

The manual processes did not allow historical tracking of the information related

to the IT support and maintenance activities performed by the client. It was

essential to maintain accountability for all the activities performed in order to

keep a check on billing.

Rigel Delivery

Rigel Networks provided a dedicated team which was trained and skilled to

manage IT service tickets in a timely manner improving customer satisfaction level

significantly. We offered 24*7 support with IT help desk experts available round

the clock to attend the requests irrespective of the location.

A Few Key Features

• 24*7 Live Support

• Easy integration of e-mail to and from the clients in a single system. Easy

for customers to view their ticket and the current status.

• Effective communication between Client, Support Engineers, and his

customers.

• Seamless integration with other office tools

• Scheduling tool allows easy assignment and re-assignment of the work.

• Provides historical records of all the service tickets and work completed by

each engineer.

• Reduced duplication and elimination of errors.

Work Order Management



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Back to Tops

Industry


Organization Size

Medium (400+ employees)

Country

United States

Customer Profile

A leading IT service provider in US

provides online support, server

management, data backup

support, security to various

customers across the globe

The Outcome

• Decreased missed appointments from 25% to less than 1%.

• Second follow up calls from the customers were eliminated.

• Decreased ticket resolution time.

• Single point of source for all the information related to a client

• Easy and efficient to collaborate with the customers.



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Back to Top

Field Services

Industry


Organization Size

Medium (201-500 employees)

Country

United States

Customer Profile

The client is one of the leading

US based retailer, of various

equipment like printers,

scanners, Xerox machines, POS

machines etc.

Business Need

Our client is one of the leading US based retailer, of various equipment like

printers, scanners, Xerox machines, POS machines etc. Their reputation for value

of money and good customer service has enabled them to become one of the

biggest retailer in US.

Until 2013, they managed their own repair and warranty operations through an

internal team, with staff having to negotiate servicer booking and scheduling and

continually monitor response and completion times. However, with the growth of

the business, it was recognized that this was not the most efficient use of internal

manpower and a decision was made to outsource their Field Services.

Rigel Delivery

Rigel Networks with its existing staff of highly skilled and trained personals, along

with its high level of commissioning, enabled speedier servicer scheduling and

faster job completion. We had the ability to provide high levels of customer

service to back up the fully outsourced solution which they offer; from initial

customer contact and soft fixes on the phone, through scheduling the manpower

and managing the full repair process. Our customer care team are the first and

last point of customer contact for warranty repairs. This would allow his internal

staff to focus their energies on the core sales business.

A Few Key Features

24/7 * 365 help desk support

Well trained support staff delivering best-in-class services

100% Achievement of SLAs and KPIs

Achieving continual process improvements and increased business agility



Enterprise Mobility


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Industry


Organization Size

Medium (201-500 employees)

Country

United States

Customer Profile

The client is one of the leading US

based retailer, of various

equipment like printers, scanners,

Xerox machines, POS machines

etc.

The Outcome

There was 30% increase in the ROI for the client due to prompt

and apt response from our team.

Owing to our variable cost base, as charges are made per job,

there was a considerable amount of reductions in costs on the

repair and warranty side.

The client has now expanded to 2 other remote locations in

United States.

We have provided our client with timely and cost effective

solutions that has served to significantly enhance the ESI

customer experience


apability Document - Best Web & Mobile App Development … · Healthcare Construction Telecom ... business outsourcing solutions. Our areas of BPO services include: ... The concept

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