Services Offered
IT Support
Web Care, SAP, CRM and all web-based applications. Solutions developed utilizing PERL scripts and MicroSoft ASP as well as .NET development suites. Programming on diverse platforms such as Clarify, SQL Server 6.5/7/2000, Active Server Pages (ASP), .NET (Visual Basic.NET, Visual C++.NET, Visual C#.NET, ASP.NET), Visual Basic 6, Visual C++ 6, BizTalk Server 2000/2002, Java, JSP, JavaBeans, PERL scripts, Microsoft ASP, .NET and others as required.
IT functions/skill sets include, but are not limited to: Client Maintenance, Registration Navigation Maintenance, Website Presentation Maintenance, Quality Assurance, Testing, Version Control, Production Support, Maintenance, QA testing, Production Support, LAN Management, Office Automation Technical Support, All Other Maintenance Activities, Process Improvement, Version Control, Code Migration, SOC Navigation, Changes in Marketing Elements, Data Analysis, and Business Intelligence Tools.
Help Desk Support
Help Desk function provides help / support to the internal and external customers of the organization on a 24/7 basis. Customers are provided with a toll free number to access this service and either seek help in the resolution of their issue or register their complaint. Help desk staff logs all requests into CRM software and tasks it to the appropriate individual for resolution. To assure fast resolution, the help desk staff tracks all open tickets daily. Call resolution metrics are designed to meet the unique needs of each organization. Help Desk focuses on preventing reoccurring issues by utilizing a continuous improvement methodology. Vital information is captured and reviewed to provide high-level analysis to management to address self-help and automated fixes.
System Support
Systems Support Services ensure that the IT infrastructure systems used by end-users to perform their day-to-day business tasks are available, optimized and effectively managed. The results are seen through reduced costs, increased customer satisfaction, and scalable infrastructure support. Support services are provided in the following major areas:
- Application administration, configuration and management (includes ERP, CRM and other mission critical application systems).
- Server administration and management
- Monitoring & incident management
- Standard Operating Environment (SOE)management
- Installations and upgrades
- Daily, weekly and monthly reporting of production issues/resolution
Through a dedicated team and a single point of contact all of your support requirements will be managed by an engineer who is familiar with your environment. The combination of guaranteed response times, experienced engineers, and contracts tailored to meet existing IT provisions, you can be sure that you will receive the support you need, when you need it.
Telemarketing Support (Cold & Warm Calls)
All outbound calls to existing customers and new prospects are launched from the telemarketing organization. A professionally trained staff initiates calls to cultivate incremental business built around special promotions or campaigns to promote customer awareness and sales. Telemarketing professionals are also available to perform cold calling through predictive dialers. Each call is logged in a CRM database and results are tracked and reported against predefined goals.
Warranty Registration
Warranty registration is vital to enable customer support when warranty work is needed. This function ensures that whatever products are provisioned by the customer will receive proper warranty notices, upgrades, support, and are registered promptly to assure continuous service.
Field Service Management
Field Service Management is responsible for coordinating on site support to valued customers. All calls are managed through CRM software and associates the task to the appropriate individual in the proper geography for resolution. To assure fast resolution, the staff tracks all open ticket tickets daily and reports status of the issue until it is closed. Call resolution metrics are designed to meet the unique needs of each organization.
Call Center Operations
This function is responsible to make outbound calls or receive inbound calls in high volume for the purpose of sales, marketing, customer service, telemarketing, technical support or other specialized business activity. The contact with the customer may be established through phone, fax, email, or web chat.
e-Commerce
E-commerce is a way of doing commercial transactions between b2b or b2c using internet tools. Millions of business transactions speed across telephone wires, computer networks, wireless equipment and home computers on a daily basis. Integrating e-commerce into a company's business has improved operations, enhanced revenues, reduced costs, and has resulted in better communication with customers, partners and employees. We have the expertise to integrate, migrate, maintain, and support standard e-commerce transactions into existing and legacy applications.
Supplier Catalog Enablement/Maintenance
A dedicated team will provide electronic catalog enablement and support on going maintenance. The client utilizes a suite of catalog management tools to quickly and easily enable supplier content that is "commerce-ready". True content management and syndication is available to support real-time connectivity and support complex multi-relationship trading environments. Data capability includes import and export to building and cleansing data, plus aggregating, rationalizing and enhancing. Regularly scheduled file updating, data scrubbing, enhanced description and specification coding along with integration to support real-time data is the necessary link to order processing. This provides instant access to the supplier's catalog and helps process sales orders faster and with accurate and up to date information.
Procurement: Indirect- Direct Purchasing
This function involves communicating with all EDI and non-standard vendors to purchase products and services. All purchase order administration and support will flow through existing customer processes and systems for seamless support. Contract management is an extension to day-to-day provisioning. Extensive transactional negotiation will be exercised for volume discounts to achieve cost savings without sacrificing due dates. Customer satisfaction always takes precedence in any decision to award a purchase order.
Order Management
The order management department is responsible for taking care of any issue that may be cause for delay or restricting on time delivery of an order. This group is responsible for removing obstacles, working through process issues, and quickly locating alternate vendors and products to meet shipping deadline in close coordination with the purchasing organization for the customer.
Custom Product Sourcing
For requirements that are not available through mainstream systems, custom product sourcing will be provided through supplier management of various vendors in order to find specific product. It is a way to standardize "all non-standard" purchases and leverage pricing advantages, capture spend data, and manage small suppliers.
Finance, Accounting, and Administration:
Billing:
Billing performs the standard following functions:
- Review orders for discrepancy
- Run reports to identify complete versus partially billed orders
- Run Billing Batches
- Research and work on Credit and Re-bills
- Post cash/bank receipts
- Research receipts with insufficient details
Collections/Accounts Receivable:
- Review of list of accounts receivables and identification of past due balances
- Communication with Customer's accounts receivables Department
- Provide details of over due balances
- Send copies of requested invoices/ statements to Customers
- Research disputed items
Fixed Assets: Fixed Asset Management performs the standard following functions:
- Review items to be capitalized to ensure it meets capitalization criteria
- Post transactions in "Depreciation Solutions"
- Review fixed assets accounts, repair accounts and supplies accounts to identify items requiring capitalization or vice versa
- Calculate depreciation and record it in Financial System to relevant General Ledger codes
Cost Accounting:
Cost accounting functions post all revenue charges and costs associated to relevant profit and cost centers. Process includes reviewing results and performance of each cost center measured by goals and objectives. The creation of new profit/cost centers are generated based on requirements. Overhead charges and accruals will be accurately defined and assessed to various cost centers based on level of activity.
Accounts Payable:
Accounts payable department handles diverse nature of invoices, which include Trade invoices, non-trade invoices, employees expenses, freight invoices, Telephone bills, credit memos etc, and includes:
- Posting invoices in relevant SAP module
- Research problematic invoices
- Maintain audit trail of documents posted
- Review and approve staff expenses for compliance with Company's T & E policy
- Run various reports in SAP to identify incomplete orders
Project Accounting:
- Review underlying contracts and agreements
- Review accounting policies
- Accounting for Project related activities
- Reporting comparison of actual figures with budgetary figures
- P & L by project produced
Treasury:
- Reconcile various bank accounts balances daily with books of account
- Review upcoming payments to Vendors
- Prepare cash projection
- Identify borrowing requirements
- Invest surplus funds in most appropriate Investments
- Encase investments to meet cash payment requirements
Budget and Forecasting:
- Coordinate with various departments for operational data
- Prepare and review underlying assumptions
- Build up financial model based on assumptions and projections from Financial model prepare Profit and loss account and Balance sheet
- Prepare Cash flow statement using Profit and loss account
General Ledger: Standard function includes:
- Post and adjust Journal Vouchers against various prepayments, accruals and reclassification amounts
- Review of periodic results to ensure adequacy and completeness of various income and expense accounts
- Draw up monthly financial statements and consolidating results of various companies
- Prepare details for disclosure as required under US GAAP& SEC laws.
Financial Reporting:
- Draw up monthly financial statements (Balance sheet and Profit and Loss account) for individual companies
- Consolidate results of various companies and preparing Consolidated Financial Statements
- Prepare and update supporting schedules to various balance sheet and profit and loss assertions
- Preparing quarterly and annual returns. i.e. 10K and 10Q
Human Resources: Payroll: Commissions:
- Review and ascertain requirements of compensation plans
- Calculate GMD (Gross margins) after passing adjustments for freight, returns etc.
- Apply Compute to calculate commissions for each employee
- Respond to Account executive on their queries about changes in GMD and commissions
- Update various databases and programs for changes in employee's commission rates, leavers, joiners etc.
- Communicate with other departments for required information
