Daksh - an IBM Company

Daksh donned its new name and added on a prestigious tag line - "an IBM Company" in May 2004. Acquired by IBM in a landmark deal at $170m, Daksh has had a good run in the last couple of years. But now, things have become better.

A book titled "The Black Book of Outsourcing" has named IBM Global/Daksh as the #1 outsourcing company in the world. This is something worth being proud about, especially when one considers that even top-notch companies from the bellwether stables of Infosys and Satyam are ranked much lower.

With this move, Daksh can start expecting better business, especially since its credentials have been established beyond a shadow of doubt.

Started in January 2000 by a small group of 10 people and angel investor Ashish Gupta, the company has come a long way indeed. It has grown from a Rs 10-crore company in FY '01 to a Rs 140 crore in FY '03. By 2003, the employee strength grew from 500 to 3,255. Its current staff strength is about 6,000.

The company has five facilities in India, of which four are in Gurgaon (New Delhi, NCR), and one in Mumbai. The company recently launched its overseas facility in Philippines at Manila. The state-of-the-art facility is spread over 2900 square metres and is expected to employ 1,000 people in the next 12 months, increasing Daksh's total strength to 10,000 by 2005.

It scaled yet another milestone as the first Indian BPO company to start operations in the Philippines. This new state of the art facility is a full-service BPO operation, offering customer service, technical support and back-office transaction processing services.

Daksh offers a host of integrated remote support services. These include customer care and technical support through multiple communication channels. It also offers backend transaction processing, outbound collections and telemarketing. Web based services including real-time chat, among others. Daksh has a unique 'co-sourcing' model and 100% BPO focus which enables it to re-engineer processes and also provide value-added services. These services vary from simple (customization of processes in keeping with the client's requirements, knowledge management) to complex (using technology to enable enhanced performance on metrics, reporting tools, middleware).

The company's customers are spread across multiple vertical markets like the financial services, insurance, technology, telecom, retail and travel and hospitality. Daksh provides a wide array of inbound, outbound and back-office services to a clientele, which includes a Fortune 500 e-retailer and a leading exponent of customer service, a Fortune 100 Telecommunication Giant, a Fortune 25 computer hardware provider, one of the world's leading internet portal, a Fortune 1000 financial software market-place leader, a Fortune 25 financial services conglomerate, a Fortune 100 health insurance major and a Fortune 500 retailer.

The company is US-centric, about 95% of its revenues come from the US. The company has been awarded the 'Frost & Sullivan Market Engineering Award for Customer Service Leadership 2001' in the Indian Outsourced Call Centre Market. It was also ranked as the third largest third-party BPO player by NASSCOM for 2002-03.

The company's future plans include building its portfolio up to 25 customers and a target of about $100 million in revenue by 2005.