SEC Filings

20-F
WNS (HOLDINGS) LTD filed this Form 20-F on 05/16/2018
Entire Document
 


Table of Contents

Horizontal Units

Customer Interaction Services

We have a strong track record of supporting customer interaction services while focusing on business outcomes. We offer tailor-made solutions and seek to create value in core businesses by leveraging our industry-specific expertise, sophisticated technology, analytics-led transformation suite, and omni-channel digital stack supported by a strong talent pool. Customer interaction services are offered across our vertical business units.

As at March 31, 2018, we had 11,634 employees in this horizontal unit. In fiscal 2018 and 2017, this horizontal unit accounted for 25.5% and 27.9% of our revenue, and 26.1% and 29.1% of our revenue less repair payments (non-GAAP), respectively.

The following table illustrates the key customer interaction services that we provide:

 

     Customer Interaction Services—Service Offerings     

Services

  

Channels

  

Languages

Customer acquisition (sales – up-sell or cross-sell, campaign management)

Customer retention (complaint management, loyalty program management, customer / guest relations)

Customer service (account management, transaction processing, billing and payments)

Collections (early stage, late stage, skip tracing)

Technical helpdesk (support for query levels “L0” and “L1” - website assistance)

Digital customer experience management (multi-channel, cognitive, robotic process automation)

As-a-Service models (quality, training, workforce management)

Analytics (customer segmentation, loyalty management, sentiment analytics, sales analytics)

   Bots (voice, chat, e-mail), biometrics, visual interactive voice response (“IVR”), social media (traditional sites such as Facebook, Twitter, forums, blogs, and review sites), digital engagement (mobile, web), voice (inbound / outbound), e-mail, chat, social media, short message service (“SMS”)    English, French, Italian, Russian, Spanish, Portuguese, German, Hungarian, Greek, Turkish, Finnish, Dutch, Polish, Swedish, Mandarin, Cantonese, Japanese, Korean, Arabic, Filipino (Tagalog), IsiZulu, IsiXhosa, Afrikaans, and more than 20 regional languages

Finance and Accounting

Our finance and accounting service offerings include a full suite of finance and accounting processes, business process re-engineering, and transformation, including automation of finance operations. Finance and accounting services are offered across all our vertical business units.We have experience in delivering large-scale and complex finance and accounting transformation programs, which include:

 

    Industry-specific accounting processes such as royalty accounting, fiduciary accounting, revenue recovery management and airline passenger revenue accounting;

 

    Source-to-pay procurement, including strategic sourcing capabilities such as category management, contract management, vendor management and spend analytics;

 

    Services across order-to-cash, including order management, supply chain fulfillment support, supply chain management, deductions management, cash application;

 

    End-to-end processes ranging from simple, transaction-based processes (such as journals and reconciliations) to high-end, judgment-based processes, such as analytics and treasury;

 

    Global risk and compliance services such as forensics, background screening and digital credit screening;

 

    Automation suite for accounting activities, including WNS IP best practices, robotics process automation, embedded analytics and reporting under the “CFO TRAC” offerings;

 

    Business process re-engineering and transformation tools offering such as our “Process Maturity Model,” which allows for objective assessment of processes, technology and people using performance benchmarks that are customized for the industry and size of the company or “ADAPT,” which is our proprietary business process re-engineering methodology;

 

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