NSBBPO Solutions Private Limited
Re - d e f i n i n g B u s i n e s s P r o c e s s e s
Contents
1. Business Overview
2. Way Forward
3. Industry Highlights
4. Financials & Valuation Note
Strictly Confidential & Private
1. Business Overview
Company Background
Next Generation Call Center, Infrastructure, Manpower and Services Company
Brief History 29+
11 ~8% Active clients
• Completed 18 years of Attrition Rate
existence in August Delivery Centers 4 large Govt Projects / fair mix of
Vintage & Young brands /
2023 Diversity : 29% Innovative products
• Strong Management 85% revenue from 5 projects
Team & Corporate
Governance Mission Statement
Happy Advisors 3,500+ NSBians Innovation :
• Diversified across
industries and Happy Clients Digital Distribution
products SMILE Values Revenue Management
• Robust Growth and
Sharing, Mindful, Integrity,
Learning, Excellence
25k per seat
Captive Technology
Profitability
Promoter
Recently picked up 3 large govt projects for inbound services for 36 months
i) UIDAI : 40 Crs
ii) NCH : 8.5 Crs
NS BAPNA iii) Kisan Helpline : 193.5 Crs
Strictly Confidential & Private 4
Our 2023-28 Vision - Our Values
Design for Perpetuity Sharing
Excellence Mindful
Thought Leadership Integrity
Our Mission
Profitable Growth Happy Advisors Happy Clients Learning
Ambassador for Delivery Excellence
World Class Team Social Responsibility
Strictly Confidential & Private 5
Service Offerings : Call Center Services
Outbound Outbound Telesales / Webchat / Email and Soft Collections/
Services Lead Generation SMS responses Fulfilment
Managing over 300 mn • Retail : Retailer Enrollment. Order processing, Life Cycle management
interactions • Insurance : Life, Other General Insurance, Claim Settlement, Provisioning
• NBFC : Sales, Service, Wealth Management etc.
:
Inbound 24x7 inbound Dealer Helpdesk services
Retention Inbound
Services customer services / Data services
• Food Chain : Order delivery, Service issues, Refund processing
Offers multilingual support
• Govt : On Road assistance, Health/Accident emergency etc
in 11 regional languages
• Hotel : On call Room booking, Service issues
Technology led Digital Distribution Intelligence at Advisors Order & Delivery
Call Center Management portal to drive sales fulfillment
Managing Retail chain • Top Line : Captive system to support Digital distribution model
across the country Growth : Backs the Client to have end visibility to the retailer stock and
Engine : order management at Distributor level
Strictly Confidential & Private
: 6
Service Offerings : Digitization
Warehousing Application forms, Storage & Archival Managing
KYC and docs technology compliance
Over 1 Lac Sq/ft storage • NBFC : Data processing, scanning, digitization & Storage & archival
space at NCR and other • Telecom : Activation & provisioning, VAS services, Docs storage & archival.
locations :
BackEnd KYC Digitization Provisioning & Financial claim
Services & Warehousing Activation settlement
• Telecom : KYC digitization, Provisioning, Warehousing etc
Managing over 2 lacs • NBFC : Application processing, KYC verification, warehousing etc
cases across segments • Auto : Registration, KYC processing etc
10
Strictly Confidential & Private 7
Service Offerings : Manpower Services
Manpower Hiring across Engagement On ground, Payroll & Reimbursement
& Infra skill & industries Attrition mgt management
• Retail : Hiring, Skill management, Retention & Payroll
End to End Manpower
• Manufacturing : Hiring across skills, Retention & Payroll
services across industries
Field Customer touch Engagement & B2B & B2C
Services at home & office KYC/Docs collection Deliveries
• Telecom : KYC Collections, Document pickup
Servicing customer @ • NBFC : Customer engagement, document pickup & Payment processing
home
• Manufacturing : Vahaan registration and customer delivery
10
Strictly Confidential & Private 8
Core Competences
Emerge as undisputed
market leader in
domestic outbound
voice calling in India
Highly experienced Access to marquee
leadership team with a clients in the banking,
professional attitude & insurance, financial
strong entrepreneurial services, telecom,
mind-set consumer durables
and Govt verticals
Partnership with
NSBBPO
Ownership of world Opportunity to leverage
class centers in top the infrastructure
metros in the country during night shift for
having capacity of international market
~3000 seats Offshore business
continue to be an
attractive proposition
given our range of
products & delivery
capability
Strictly Confidential & Private 9
Transitioning from BPO to BPM
We Aim to optimizes and manages all aspects of business
processes for the clients to enhance efficiency and effectiveness
by aligning processes with organizational goals.
Process Intelligence combines process mining, task mining, and
business intelligence-like metrics to provide deep insights into
business processes
Strictly Confidential & Private 10
Marque Clientele
Blue Chip Clients – Industry wise
Revenue share @ AON
Retail & Manufacturing
> 1 year
27%
>2 Years
>5
6%
Years
67%
Telecom & NBFC
Revenue share - Top 6 Clients
SKF, 6%
SBI Cards, 8% Airtel, 18%
Yellow
Diamonds, 12% Govt & Others
NHAI, 15%
OYO, 14%
DCPCR
Strictly Confidential & Private 11
Investment Rationale
Excellent long term association Hardcore into domestic Exceptional
with remarkable clients Inbound & Outbound domain expertise in
voice calling backend space
There is tremendous
growth in the BPO
High governance, comprehensive segment with New Innovation Leading to New demand
reporting, stringent processes generation
demands and Industries
intervention.
Operates as per international Impressive Growth Opportunities
standards and benchmark
Strictly Confidential & Private 12
Clients @ Immediate Rollout
Call Center Noida /
39.73 Cr Q1’25 26k/Seat
Services Bhopal
Infrastructure 193.50 Cr Noida /
Q1’25 21.5k/Seat
Services Bhopal
Call Center 8.50 Cr Q1’25 Noida 29k/Seat
Services
TOTAL 241.73 Cr
Strictly Confidential & Private 13
2. Way Forward
Landscape
IoT & DevOps Cloud & Blockchain
Chat & Social AI, BI & ML
Big Data & Adv Analytics Data Security
Tapping Offshore Product Innovation
BFSI Edutech Hi-Tech
Mfg/Industrial Retail Travel & Hosp.
Merger & Acquisition 15
Strictly Confidential & Private
Path Ahead
Going Digital. Going Agile
Business Agile
Transformation Organization
Business Agile
Insights Business
CREATING
MINDFULLY
DIGITAL
AGILE
CAPITAL
Platformize and Agile
Modernize Delivery
Reimagining Engineering &
Customer Experience Operational Excellence
.
Strictly Confidential & Private 16
17
Product Led Growth | Digital Distribution Management
• This is our B2B- solution focused on supply chain innovation to foster sustainable business growth through deeper
penetration and coverage across the retailer base . We support in driving equal spread through our tele-beat
model and serve the retailers through a dedicated virtual beat.
• This is on top of the existing distribution layer hence would co-exists in the eco system. We believe this solution
complement the current distribution infrastructure and back the client and distributor to enhance the reach with
the retailers accidently left out from routine beat and tapped by the local manufacturers or competition in the
peripheries of urban markets and mostly in rural and semi urban markets.
• High potential product and can disrupt the market with entry into newer industries & segments.
• ~20% contribution to the overall revenue
Vv
19%
SKF
Headcount Vyaapar Vistaar Jio Mart SKF 36%
Oct'20 20
Mar'21 80 100 20
Mar'22 140 250 185 Jio Mart
45%
Strictly Confidential & Private 18
Digital Led Growth | Digitization @ Development stage
• Speech Analytics : We have a ready client with decent revenue potential and this
product will land us in the true Digital BPO parlance.
Stage : POC with 2 languages concluded successfully
• Social Media Management : Today’s digital world has ensured a new space for brands to
promote products, serve the customer and build stronger presence in the social sphere.
This has created a new opening for the BPOs to enter and solve the larger puzzle of
finding talent to deliver.
Stage : Initiated a small pilot with one of the client
• Technology : We are in one unique space with in-house technology to back complete call
center solution with Dialer, IVR, CRM along with easy integration helps many clients to
allow quick entry. We continue to stay invested in the technology to stay ahead of fellow
competitors.
Stage : Fully ready and compatible with new gen requirements
Strictly Confidential & Private 19
3. Industry Highlights
BPO Industry Overview
• BPM solutions has become integral part across small to large India BPM Market Size (USD billion)
businesses. BPM solutions are expected to critical to the industry due
to it’s capabilities to address new and changing customer demands in
the age of digitisation & automation
54
• India is the largest BPM base in the world and is expected to grow at a
CAGR of ~8% to reach USD 54 billion by FY25 from USD 32.5 billion in
2018 33
29
• India is a global leader in outsourcing & is the most attractive BPM
destination globally legging behind China, Indonesia, Philippines &
South Africa
• Approximately 80% of the Fortune 500 companies in the US are
2020 2021 2025 E
outsourcing from Indian companies
RECENT TRENDS OF INDIA BPM INDUSTRY Attractive BPM Destinations - Ratings
• “Make in India” and Start-up India initiatives promotingBPO India 7.1
culture as it helps reducing cost & survive under cut throat
Indonesia 6.9
competition
• A Shift from BPO to BPM – Creating Value for the Business: The China 6.4
purpose of this transition is to be more than a service provider & Philippines
build a long term strategic partnership in order to boost growth & 6.3
generate value for the business South Africa
4.6
• Adding value on a Holistic Level - Over 60% of the sector’s revenue
is yielded through sophisticated transactions, big data analytics, (Above rating is based on factors like cost competitiveness,
consulting, and financial accounting solutions resources, skills and operating environments)
Strictly Confidential & Private Source: (NASSCOM, Industry Research & ManagementEstimates) 21
Market Growth Drivers & Challenges
Capital requirement to
Demands in new expand in new
industries to enter in technologies &
outsourcing geographics
Moving to Technology
backed BPO services
from pure play
manpower outsourcing
Opportunity to Investor push to allow
consolidate with smaller consolidation to present
BPOs to create strong a strong business case
and comprehensive for List A clientele
proposition
Strictly Confidential & Private 22
4. Financials
23
Consolidated Financials
FY24 FY23 FY22
Particulars (INR in Cr) Consolidated as Consolidated as Subsidiary
associate
Revenue 128.26 285.15 258.01
EBITDA 12.98 12.17 12.24
PAT 6.74 2.21 -2.12
Net worth 105.91 127.85 13.87
Debt 27.72 41.07 138.10
Strictly Confidential & Private 24
Valuation Note
FY24 PAT 6.74 cr
Number of O/S shares 1.28 cr
Price Per Share 95
Valuation 122 cr
Value of Listed Subsidiary* 80 cr
Business Valuation 42 cr
FY 24 P/E 6.23x
* Company holds 32% of its listed Associate company (Ondoor Concepts Limited) with a market cap of INR 250 crores.
It’s holding value accounts for 80 crores
Strictly Confidential & Private
Thank You
