Dallas Wicersoft Introduction 2012
- 1. Wicresoft Dallas Overview 1 Vicki Middleton| Managing Director| May 2012
- 2. Our Vision To be a trusted Technology partner in the DFW market. Our Mission To empower value creation for our customers through best-in-class IT Staffing in U.S.A. To pave the way to sustainable career development and individual growth for our employees To drive the development and growth of IT Staffing, Projects, SOW, and Solutions. 2
- 3. The Group of Shareholders 54.44% 22.32% Microsoft Other Shareholders Corporation 22.32% 54.44% 23.24% 23.24% Shanghai Municipal Fund The Composition of Wicresoft Shareholders 3
- 4. History Opened subsidiaries in Chicago, USA 2011 Received the key to the heart of G?teborg Award Received EXPO Contribution Award. 2010 Received ¡° Top 10 Green IT Service Enterprise of China¡± award Acquired MobileXP, Insigma¡¯s Outsourcing Business and Hi-tech. 2009 Opened subsidiary in Sweden , Guangxi and Chongqing 2008 Opened a subsidiary in Suzhou, acquiring Wicrebiz & Zeromid Wicresoft Plaza was completed. 2007 Expanded its Japan office and opened a new subsidiary in Seattle, USA 2006 The first "MSVP" premier vendors outside of the US 2005 Opened subsidiaries in Tokyo, Beijing & ChangZhou 2004 Opened a subsidiary in Shenzhen Achieved ISO 9001:2000 certification, becoming the first certified Chinese outsourcing service 2003 provider. 2002 Wicresoft Co., Ltd. founded 4
- 5. Wicresoft 2012 2012 is the year for North American expansion ? Opened Dallas, TX branch February 27, 2012 ? Branch offices to come this year ?Atlanta, GA ?Chicago, IL ?Denver, CO 5
- 6. Our Services IT Staffing / Consulting Business Process Outsourcing SAP Practice Wicresoft Mobile Practice Solutions / Projects Outsourcing 6
- 7. Double-digit Growth in the Past Headcounts US $ Million CAGR Staff Staff = 43.14% Revenue Revenue = 41.84% 7
- 8. Wicresoft delivers full value Technology Solutions across multiple industries and domains ? Hi-Tech ? eCommerce ? Mobile ? Manufacturing ? Retail ? Energy ? Utilities ? Healthcare ? Financial Services ? Government & Education ? Consumer goods ? Travel & Transportation ? Telecom ? Plus many more 8
- 9. Global Presence and Multi-Delivery Centers Seattle, USA Gothenburg ,Sweden Beijing Tokyo, Osaka JAPAN Suzhou Changzhou Chongqing Chicago, USA Dallas, USA Guangxi Shenzhen Shanghai, CHINA Wicresoft has approximately 3,500 employees in Greater China, Japan, Europe and North America. 9
- 10. Wicresoft ¨C Trusted by Industry Leaders 10
- 11. Quality Talent Pool Professional Recruiting System ? Dedicated Recruiting Team ? Professional Recruiting Process ? Rich Industry Experience ? Solid Nationwide Talent Database Strategic Alliance Program ? Campus Hiring Program ? Long-term Partnership with Professional HR Companies ? Wicresoft Training Center Professional Training System ? Talent Training Mechanism ? Technology Training Programs ? Role Based Training/Certifications ? Leadership Development 11
- 12. Recognized for Meeting Client Commitments Certifications ? ISO/IEC 27001:2005 Certified ? ISO 9001-2008 ? CMMI Level 4 certified ? COPC 2000 ? Computer Integration System Level 3 ? Microsoft Global Premier Vendor ? Shanghai Enterprise Technology Center ? Shanghai Famous Trademark National Recognitions ? China's Offshore Software Engineering Pilot Project (COSEP) ? Key Software Enterprise of the National Program ? Government Certified Hi-Tech Company ? Advanced Technology Enterprise ? Government Certified Grade AAA of Contract Credit 12
- 13. Industry Awards and Accomplishments ? TOP 10 IT Service Providers of China ? Chinasourcing-Top10 BPO Companies in China ? 2010 EXPO Contribution Award ? Star IT Outsourcing Company, Shanghai ? Ranked in IAOP 2010 Global Outsourcing 100 ? TOP 10 Green IT Service Enterprise of China ? TOP 10 Corporations for China Outsource Services ? TOP 20 Corporations for China Software Export ? TOP 20 Corporations for China Software Outsource ? TOP 100 Solution Providers of China ? Chinese Fast-growth Service Outsourcing Provider Top 100 ? China's Best Outsourced Contact Center of the Year ? China¡¯s Contribution Award of Business Process Outsourcing Services 13
- 14. IT Staffing ¨C Solutions 14
- 15. IT Staffing ¨C Client Development ? Wicresoft¡¯s Dallas focus is IT Staffing with contract, contract to hire, direct hires, Projects and SOWs ? Our expertise in IT expands all levels within IT and technology; .NET, Java, Oracle, SAP, CRM, ERP, Sharepoint, SQL Server, Business Intelligence, SCOM ? Current DFW open jobs include; .NET Developers, Java Developers, CRM PM¡¯s, QA¡¯s, CIO, VP of IT, VP of Infrastructure ? We learn what our client is about, understand management, team, environment, goals, and fully understand the requirement ? Well developed relationships with VPs, Directors, Managers and team guarantee's a high level of qualified candidates for each position ? Our focus is the best solution for our clients, we do everything to ensure this type of customer service 15
- 16. IT Staffing ¨C Recruiting ? Expert Recruiters that work within their broad network of candidates they have placed all over the DFW market, and referrals from those connections ? Our recruiters go ¡°old school¡± with full interviews with candidates, and qualify them for our client and their position ? Expertise in the DFW market with over 20 years experience fully understanding our clients and their needs, and successfully placing hundreds of contractors and direct hires 16
- 17. BPO Services 17
- 18. Business Process Outsourcing Offerings Clients Requirements & Problems Wicresoft Solutions Customer Provide high quality customer service for end Customer Service Service Dept. users Call Center Provide professional technical support for end Consulting Technical Support users to solve issues and collect feedback & Training Control and improve service quality Quality Management Services BPO Total Solution Sales Dept. Manage distribution channels Telesales B2B Sales Center Center B2C Telesales & Implement Telesales or E-commerce strategy Setup E-commerce Services Understand the customer insights and measure CRM CRM Service, Marketing BI Marketing Dept. marketing investments Consulting & Data Mining ITIL IT Dept. Improve Service Desk efficiency and quality Service Desk / Helpdesk Consulting HR & Training Recruiting Insourcing Management Fast hiring and ramp-up of new employees Dept. & Training on People and Project 18
- 19. Multiple Scale of BPO Services ? Process Audit ? Software Design and Implementation ? Process Improvement and ¨C CRM optimization and development innovation ¨C Knowledge Management System ? Organization Optimization development and implementation Knowledge Process ? JD Definition ¨C Workforce Management Outsourcing ? Recruiting Improvement ¨C Reporting and Data Warehouse ? Quality control and KPI Consulting Define ? IT Infrastructure Design and Planning ? Performance Evaluation ¨C PBX and Network System Design and Reporting and Implementation ? Data Analysis and Business BOT ¨C Information Security Intelligence Full Outsourcing ? Recruiting and Training ? Contact Center Management Human Resource Training Outsourcing ? In-sourcing ? Tailored training ¨C Customer Service Skill ¨C Technical Escalation ? Service Outsourcing ? Field Support Service Process ¨C Customer Service ¨C IT Service Desk Outsourcing ¨C Technical Support ¨C Tele-Sales ¨C Tele-Marketing 19
- 20. People Process Tools Training system suggested by Wicresoft ? OF/Onsite security policy ? OnStar product ? Company culture training ? Common tools ? OnStar system /tool New ? Professionalism Product Employee training Training Training ? CRM Training Tools / ? Daily work process Operation Skills ? Telephone manner Training ? Performance criteria Training ? Marketing/sales skills ? Customer ? Communication skills Information Security ? Customer complain ? Role-play/case study 20 Training
- 21. Ultimate Customer Experience, Outsourcing Wicresoft Mobile Consulting Services 21
- 22. Full-valued Services Across Mobile Verticals Consumer & Automotive & Financial Government Entertainment & Healthcare Energy Manufacturing Retails Transportation Services & Education Travel ? Mobile Technology Planning Mobile Solution ? Mobile Technology Development Development ? Mobile Product Marketing ? Requirements and Gap Analysis ? Architecture Development ? Business Process and Workflow ? Proof-of-Concept Development Product Development Modeling ? Product Implementation ? Product Roadmap Planning ? Product Testing ? Product & Project Management ? Onshore and Offshore Outsourcing ? Staff Augmentation Outsourcing ? Product and Project Development ¨C ITO ? Software Development ¨C R&D Outsourcing ? Billing Operations - BPO 22
- 23. Product Development Services Business Case Ideation Requirements Scoping ?Discover ?Requirements ?Assess technical ?Develop Business opportunities Analysis merits and market Case prospects ?Gap Analysis to ?Use Cases ?Assess technical, generate new ?Develop Product marketing, and ?Business Process product ideas Roadmap to business feasibility and Workflow determine scope Modeling ?Develop Project Plan with schedule & resources based on scoped budget Architecture & Testing & Construction Launch POC Validation ?Develop ?Design and develop ?Mobile Devices and ?Trial Deployment Architecture new product System Testing ?Production ?Implement POC ?Define Test plans ?Manufacturing Preparation eliminate process Testing construction risks ?Create operations ?Commercial Launch and manufacturing ?Acceptance Testing ?Post-launch activities plans 23
- 24. Operating Principles 24
- 25. Wicresoft Employee Retention Plan We understand the importance of maintaining the attrition rate at a healthy level to provide steady-state business management and maximize service level and quality. Therefore, we have created a comprehensive employee retention plan with three (3) parts: ? Employee Retention Plan ? Key staff Succession Plan ? Employee Promotion Plan. Wicresoft BPO division employee annual attrition rate of 2010 is 30%, lower than the industry average 60% For Key Staffs For General Staffs - Create key staff portfolio and track the - Career development opportunities; include stability index both promotion and intern transfer / job - Design BPO management elite club activity rotation. - Key staff annual/bi-annual retreat/annual - Solid incentive program for all employees family party. based on performance. - Bi-monthly or quarterly formal - Set up formal mentor team and mentoring communication with top management team. process - Provide external training & industry advisor - Develop annual training plan based on engagement. business requirement and employee interests. - Provide internal career development - Quarterly BPO Hero Award recognition. opportunities and new leads candidate biz - Regular employee roundtable meetings, mid- camp. year discussion, and performance evaluation - Special incentive programs sponsored by the with direct managers and top management president. team 25
- 26. Service Quality Assurance COPC Balance Scorecard Through the implementation of COPC Through setting individual and department infrastructure, we manage the performance of target, Wicresoft can ensure the Finance, Call Center in both Operation and Quality area. Satisfactory, Process and Growth result.. ITIL System Six Sigma Wicresoft implement the high IT service Wicresoft use Six Sigma Quality Management management standard - ITIL, in Wicresoft System to approach the consistent and high service platform, to ensure the service quality. quality service, and satisfy clients. 26
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