Minacs – Inspired Every Day | Service Provider

At Aditya Birla Minacs, “inspired every day” is more than a tagline. It is part of our DNA. And it drives every Minacscion to realize our vision and execute on our mission, every day. Our mission is to exceed client expectations every time with our passion for excellence and speed of execution, leveraging our global delivery capabilities and our process, domain, and technology expertise.

Minacs was founded in 1981 as a temporary staffing business. In 1985, the company shifted its focus to providing customer relationship management (CRM) services and the outsourcing of customer contact center solutions. Since then, Minacs has rapidly grown into a recognized global organization providing high-value business process outsourcing (BPO) solutions centered on Customer Life cycle, Marketing, Finance and Accounting, Receivables Management, Procurement, and IT solutions and services.

Today, over 16,000 Minacs experts across three continents and 32 centers spanning Canada, Germany, Hungary, India, Jamaica, Philippines, the UK, and USA power our solutions through a global delivery model that helps our clients enhance revenues, profitability, and customer service.

As an industry-leading business process outsourcing provider, Minacs believes in proactively evaluating the efficiency and effectiveness of our contact center processes, policies, technology, and employees. Regular evaluation leads to streamlined operations, greater value for our clients, appropriate customer satisfaction levels, and win-win scenarios for our clients and for Minacs. We pride ourselves on our ability to innovate and our customized, boutique approach to customer service delivery. Minacs has designed and delivered flexible, innovative solutions for our clients that have improved customer satisfaction, service, and quality while reducing total cost of operations.

While some clients view us as experts in a single part of their business, others have engaged Minacs as a partner that supports multiple areas of their business. This breadth and depth of experience provides us with a unique perspective and a singular objective: to add value and deliver results at virtually every stage of our client’s customer relationship lifecycle.

Key Differentiators

Company Viability and Future: Minacs, and its parent company, are financially strong at approximately $350 million and $30 billion annual revenue, respectively.

Client Satisfaction and Longevity: Our top 10 clients have been with Minacs more than seven years, and we have positive, growing relationships with many Fortune 1000 company clients in such vertical markets as healthcare, technology, manufacturing, telecommunications, and online services.

People Make the Difference: Minacs is an industry leader that understands that the long-term engagement of employees is vital to the success of understanding the unique needs of a client’s customers.

Local Presence / Global Reach: Minacs has delivery locations across the globe with over 30 locations in North America, Canada, Europe, and APAC including India and Philippines.

Technology-Driven Innovation to Improve Performance: Ability to leverage technology to improve performance, utilize customer data, and provide reporting capabilities to enhance customer and market-related decisions and targeting.

Robust Infrastructure: Each day Minacs meets or exceeds the demanding infrastructure, security, and regulatory requirements of its clients.

Flexibility: Minacs’ breadth of capabilities and proven track record as a true business partner enable us to track and quickly act on clients’ growth trends.

Quality: Quality is a way of life at Minacs with certifications in ISO (ISO 9001:2008, ISO 27001), COPC, and Six Sigma methodologies.

Aditya Birla Minacs at a Glance

Founded in 1981
Revenues: $350 million
Employees: 16,000+
Service lines: Business processes, IT infrastructure, IT applications

US Headquarters
34115 Twelve Mile Road
Farmington Hills, Michigan 48331
T 248 553 8355
TF 800 832 1935
F 248 488 3691

Canadian Headquarters
180 Duncan Mills Road
Toronto, Ontario M3B 1Z6
T 416 380 3800
TF 888 646 2271
F 416 380 3830

India Headquarters
Millennium Towers,
ITPL Road, Brookefields,
Bangalore, India 560 037
T 80 4109 6000
F 80 4117 9888

For more information

Telephone: +91 80 4144 6000
Fax: +91 80 4095 2514
E-mail: minacsinfo@minacs.adityabirla.com
Web site: www.minacs.adityabirla.com

Service Lines

Manufacturing and Retail – The range of services includes:

• Marketing Solutions: Service and parts marketing, service and lease renewal appointment scheduling, certified pre-owned marketing and administration, customer data management, dealer portals, e-mail marketing, event marketing, incentive management, invoice messaging, lead management, loyalty cards and programs, on-demand marketing, point-of-purchase marketing, wholesale parts programs
• Retail & Channel Support: Web-based process automation and administration, marketing and sales, warranty and service contract administration, finance and insurance sales and administration, wholesale and fleet sales, service and administration, retail inventory management, retailer/franchise and employee incentive and recognition, program and process marketing, launch and operation
• Lifecycle Communications: Comprehensive communication plans, integration across all online and offline channels (voice, print, web, email, text, mobile etc) and touch points, communication design, development, production and delivery, prospecting and sales, welcome, up sell and cross sell, sales-to-service conversion, product service and maintenance, account activation, maintenance and service, customer care, technical support, loyalty, product and subscription renewal and repurchase, systems customization or development, data integration, enhancing, cleansing and management, intelligent analytics
• Technical Assistance Center: Consumer education and product support, technician assistance, parts restriction programs: reducing costly unnecessary replacement, corporate, field and channel helpdesks; repair center / dealer assistance: parts identification, ETA inquiries, ordering and shipping; dealer breakdown assistance: walkthroughs, diagnostics and escalations, field support
• Customer Care and Assistance: Customer relations, customer service driven up-/cross-sell, consumer affairs, service renewals, product recall notification, buyback prevention and administration, subscriber services, telematics customer and emergency assistance, Industry segment / domain specific solutions
• Manufacturing Industry Solutions: Warranty administration and auditing, closed loop service marketing, parts marketing, retail inventory management, product buyback prevention/administration, product lease and subscription renewal, field and on-site staffing and analysts, dealer assistance

High Tech - The range of services includes:

• Marketing Solutions: Product/subscription marketing, customer retention and loyalty prospecting and sales: outbound sales, up-sell, cross-sell, win back
• Channel support: Distributor, service provider and partner support
• Order management: Processing, fulfilment and inventory management
• Technical support: Integrated multi-channel tier 1-3 support
• Customer service: General inquiries, billing, inbound sales
• Product testing
• IT services including wireless asset management, using GPS/ RFID technologies
• Outsourced software product development
• IT infrastructure management
• Finance and accounting
• Strategic sourcing and procurement

Teleom, Media and Entertainment― The range of services includes:

• Customer Acquisition and Retention: Lead management, welcome calls and service activation, cross-sells and up-sells, application renewal and upgrade processing, account reconciliation, service bundling and fitting, equipment/device provision and activation, loyalty campaigns, promotion management, revenue assurance
• Customer Services: General billing and service, consumer education, activations, escalations, order payment processing and plan care; automated contract renewal campaigns for revenue assurance and an optimum customer experience; documentation, correspondence and contract management back office; Integrated real-time performance reporting; speech analytics and data mining; enhanced eCare solutions: including managed SMS, chat, e-mail management, and co-browsing; voice self-service, virtual hold and interactive voice response (IVR) management that provide 12 times the cost savings of standard voice support; fully managed support: for your consumer, small and medium, and corporate businesses with customized SLAs based on the unique needs of each customer segment; automated high-speed multi-channel communication delivery; associates’ training curriculum: design and delivery
• Technical Support: Tier 1-3 technical support including complex fix scenarios from smartphones to advanced PC troubleshooting; network, field and event management for extended benefits in all aspects of the customer life cycle, reducing costs within your operating models while enhancing customer experience; fully integrated charge care models that transform a revenue-enhancing opportunity into a one-stop shop for an entire realm of customers, whether subscribers or not; innovative diagnostic and triage automation solutions bring advanced cost reduction and customer satisfaction strategies into complex technical support; remote computing and peripheral support with white-labeling options
• Receivables Management: Customer retention solutions: welcome/reminder calls, customer care, pre-collect; early-stage collections: pre-charge-off, letter service; late-stage collections: contingency collections, legal network; secialty programs: primary, secondary, tertiary, quad, quint placements; skip and cure programs; skip trace services: state-of-the-art technology-driven ability to locate new contact information in quick time on very large numbers of accounts; highly trained skip tracers at your site for additional research and support; early out and primes: core capabilities on these types of account profiles; specifically trained collectors; experience with designing the most appropriate dialer strategy to produce effective outcomes on these profile types; letter services: all aspects of letter delivery to the consumer from initial placement of accounts to collector driven, conversation-specific letters with proven aggressive and effective results; charge-offs: charge-off account profile experts and specific approach understanding of what it takes to be effective and profitable for our telecom clients
• Telecom Business Services: Telecom operator services, telecom equipment manufacturer services, telecom tower and infrastructure management services, telecom handset manufacturer services, technician and field provisioning management, distribution support management, network and event tracking and support, 24×7 partnership with client field and network management teams, technician/field provisioning, back-office processing: research, analysis, and back-check service mitigation, finance and accounting, strategic sourcing and procurement, internal IT systems, IT infrastructure management

Banking and Financial Services - The range of services includes:

• Retail Banking: Origination and customer acquisition: targeted campaigns, new products, KYC/form processing, customer referrals, account opening, inbound and outbound up-/ cross-sell programs, based on marketing initiatives; branch services: documentation, helpdesk, servicing and reporting; deposits, check and payment processing: automated clearing house (ACH), wire transfers, wholesale lockbox, scan/mailrooms, check truncation, Check 21 integration, verifications, data entry/documentation, Courtesy Amount and Legal Amount Recognition (CAR/ LAR), transaction processing and transmissions; account servicing: rate, fees and charges; standing instructions and bill payments; recoveries, remittances, reconciliations, adjustments and exceptions; data management and analytics; customer care: multichannel, multilingual CRM, escalation and help desk; collections: retention driven, or early out to late stage delinquency; mortgages and loans; cards solutions; fraud prevention; IT services: domain-intensive capabilities in branch automation, mortgages and loans, cards, payments, check truncation; application/information, third-party products and IT infrastructure management; finance and accounting; procurement and sourcing
• Commercial Banking: Transaction processing and documentation support: across trade finance, factoring, commercial lending and credit, payments, cash management, treasury, securities, money markets and custodial services; pan-generation technology skills: from legacy to contemporary, from corporate ERP systems to banking back-ends for architecting solutions with Straight-Through Processing (STP) to trigger operational actions and to meet legacy-wrap-and-extend needs; TradeFree™ suite of global trade services products: implemented in over 20 banks providing customized solutions for their needs; our solutions integration approach: reaches beyond banks to deliver interoperability with your enterprise, customers and partners, on multi-technology platforms across the global financial supply chain; payment processing and integration: MERVA, PCCONNECT, SWIFT Alliance; RTGS/ Fedwire, Bolero and CHIPS; Reuters, and with cash concentration, sweeping and pooling systems; protocols and interfaces: SWIFT, FIX, EDIFACT, Fedwire, FCI, etc; compliance: validation and integration of products with your systems, e.g., AML and other regulatory standards such as UCP600
• Capital Markets and Investment Banking: Origination and sales support: forms processing, KYC/verifications, documentation and records, new account set-up, account maintenance, compliance; securities/ capital markets: pre-settlement/settlement, confirmations, transfers and contras, reconciliations, corporate actions, taxation – processing, analytics, reporting; portfolio management: research, monitoring, analysis and reporting; investment bank institutional support: requests for information (RFI) and for proposals (RFP), performance reporting, market commentaries; research and advisory: pitch books, market intelligence; pension/ retirement funds: enrollments, contributions statements, fund calculations, payroll/dividend processing, payouts management, reconciliation, loan processing/cancellations and refinancing; Investor relations / customer care: shareholder services, trading, withdrawals, transfers, reconciliation, tax advice, change of address, product inquiries; Master data management, transfer agency, custodial support; regulatory compliance support: documentation, review and reporting; IT services: application management and support, information management and IT infrastructure management; finance and accounting: including specialized/technical/corporate functions; procurement and sourcing solutions

Insurance - The range of services includes:

• New Business and Underwriting: New customer acquisition support: including sales force / agency inquiries; illustrations, research, quotes; application filling support; new applications: document-/image-capture, mail room, processing forms, level 1 and 2 data entry; accompanying illustrations/ document verification, level 3 verification; KYC checks of customer/policy information, data entry; underwriting, case management, rating and rate class assignment; set-up policy accounts, policy/ contract/welcome kit printing including welcome calls; new customer care: issue certificate of insurance; enhancements of benefits; targeted cross-sell, up-sell per campaign requirements, or analytics-driven customer life-stage-specific strategies
• Policy Administration: Policy transactions: fee reversals and charge-backs, check cancellations, ECS (registration and transaction processing), payment reconciliation, change in vesting date, beneficiary or policy holder updates; renewal accounting: receipts, duplicate receipts; reinstatement of lapsed policies: revival accounting; benefits management: plan administration, additions/ deletions of riders, amendments and upgrades, surrenders, refunds, withdrawal, maturity of policies, survival benefits, actuarial support, trust accounting; Document handling/ workflow management; exception management; regulatory requirements; integrated front office/customer care: voice and non-voice customer support in multiple languages for sales, product inquiry and premium services; business Intelligence (BI) system implementations for data mining; IT services including legacy apps modernization and data conversion; applications management, Web enablement, mobility enablement
• Claims Management: Comprehensive managed claims services: notification, adjudication, subrogation, payments, decision support, including medical records optimization; process automation: digitize, index, abstract and analyze records: high frequency, low severity claims; claims accounting; medical records abstraction: document management, data aggregation/analysis; actuarial support, claims data analysis and segmentation; fraud management: inconsistency identification process, fraud detection, resolution, records standardization; analytics: data collection, processing and extraction; application development and management, legacy systems modernization/reengineering, data conversion, solution integration including with third-party products

Healthcare and Public Sector- The range of services includes:

• Revenue Cycle Management: Pre-admission and pre-service: patient referrals management; verification of patient information, credit, authorizations and liability; and scheduling; registration/ patient information services: determining patient insurance/ authorization/payment sponsorship; care completion services: discharge management, extract and print Explanation of Benefits/ Payments (EOB/ EOP) statements; billing, cash and revenue assurance such as insurance co-payments and deductibles; post service: claims processing – verifications, collections, denials, rejections, reconciliations and credit management; third-party liability determinations; grievance management such as resolve appeals, and disputes; IT: workflow-/rule-enabling and integrating existing applications (such as business rules to extract information from EOP and reconciling inbound payer remittances with individual patient payments); document imaging and Electronic Content Management (ECM) solutions; Master Data Management (MDM); payments: EDI/application/system integration and batch billing, reimbursement support; also inbound remittance advice (from payers) management such as lockbox/bank; finance and accounting: transaction accounting support, such as end-to-end accounts receivable (AR), collections and reconciliation; knowledge-driven/ technology-based controllership functions such as Enterprise Performance Management (EPM) solutions for single-point visibility into costs, utilization and revenues; strategic sourcing and supply chain management
• Citizen Services: Integrated CRM solutions: onshore service delivery capabilities; integrated voice/non-voice/data/online solutions integrated with back-office transaction processing and IT/data center support; transformation assessment/roadmap implementation of suboptimal contact center operations; citizen access and convenience: case management and workflow systems; self-service portals; document management, imaging, ECM solutions including Government Paperwork Elimination Act (GPEA) compliance implementations; revenues/tax management: end-to end collections (early out, late stage, primary/secondary, etc.); IT services: solution integration (across multiple agency systems); application management, e.g., legacy systems modernization, Web-enablement: information management including implementation of business-rules-based automation; mobility, smart card and wireless asset management solutions (including a RFID / GPS); F&A: transaction accounting including a AR /AP management, collections and reconciliations: implementation of accounting/business systems; controllership activities, including a budget monitoring/reporting, statutory compliance including a Federal Acquisition Regulation (FAR), Cost Accounting Standards (CAS), and Defense Contract Audit Agency (DCAA) audit support

The Minacs global footprint
(Click to enlarge image)

Awards & Recognition

• Dataquest Top 20 BPO listing: Ranked India’s #8 BPO company in 2010
• Ranked #8 among top Indian BPO firms by NASSCOM 2010
• Among Top 100 BPO firms by Global Services 100 (Neo Advisory and Global Services) in 2010
• Ranked among Top BPO Vendors in three categories (Top Industry Specific BPO Vendors, TOP BPO Vendors, and Top Call Center and Customer Management Vendors) by Global
• Services 100 (Neo Advisory and Global Services) in 2010
• Named by the State Government of Maharashtra* for the 8th Information Technology Award for 2010 under the category IT enabled services (BPO)
• Ranked #7 among top Indian BPO firms by NASSCOM 2009
• Named by the State Government of Maharashtra* for the 7th Information Technology Award for 2009 under the category IT enabled services (BPO)
• Dataquest Top 20 BPO listing: Ranked India’s #9 BPO company in 2009
• 2008 & 2009 – IAOP and FORTUNE® Magazine Global Outsourcing 100: Leaders category. Also best 10 in revenue growth and among companies with sales and marketing industry focus.
• Top four BPO service provider: Global Services 100 (neoIT and Global Services) in 2009
• Selected in the Leaders category of the International Association of Outsourcing Professionals (IAOP) 2008 Global Outsourcing 100
• Top among seven international vendors to consider in the “Decision Matrix: Selecting a Contact Center Outsourcing Vendor” by Data Monitor 2008
• IEXcellence Award for excellence in workforce management in 2008
• In the big league of Genpact, HCL Technologies, Patni, WNS – AMR Research
• Innovation Award by CIO magazine, CIO Asia, awarded the CIO 100 in 2007
• Ranked among top 20 companies in India to watch in 2007 by Business Today

Client Accolades

• Leading automobile manufacturing company recognized Minacs Marketing Solutions as Premium Partner 2009 – among its Top 15 suppliers – American Honda
• Premier Partner Award – leading automobile manufacturing company, headquartered in Japan honored Minacs for demonstrating excellence in quality, value and customer service (2nd consecutive year) – Mazda
• Top Supplier award – major automobile manufacturer – General Motors
• Ranked #1 for customer support by Consumer Reports subscribers for seven consecutive years for a Global Consumer Electronics Leader – Apple
• A major U.S. financial services client was ranked #1 for customer satisfaction in a Group 5 shareowner Services survey ranking transfer agents. At the time, Minacs provided 100% of the service for the client – Capital One

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