ICAN BPO: Dominating the SME BPO Realm with Specialized Strategy Date:   Sunday , November 23, 2014 Dashboard management that focuses on just the noticeable software parameters might be passable for large corporations with unlimited resources. However, Small and Medium Enterprises (SMEs) who allocate every resource cautiously with a laser like focus on ROI, need a more specialized approach. ICAN BPO is a full service solutions provider, focused on the SME segment primarily in North America and Western Europe. ICAN leverages its proprietary ICARE approach and hand holds its clients through the entire life cycle of customer acquisition, engagement and retention. ICAN\'s superior de-risked execution model, extensive use of technology and proprietary customer behavior predictive algorithms are leveraged into a powerful ROI enhancing formula for its clients. The company truly lives by its mission of \"Enabling Success\" for its clients. This has empowered ICAN to become a dominant player in the SME segment in a short span of six years. \"Our unique processes and globally acclaimed transition management tools ensure that our clients never need to come out of their comfort zone and yet achieve their business goals and financial objectives,\" says Jagdish Iyer, President & CEO, ICAN BPO. Trusted Partner of SMEs The management team including Jagdish Iyer, Nitin Chacko (MD & SBU Head), Vinod Rao (SVP) and Adarsh Shetty (SVP) know SMEs like the back of their hands. After Adventity Global Services - the company co-founded by Jagdish Iyer - was acquired by Sutherland Global for about $55 million, the trio (Jagdish, Nitin and Vinod) moved out and decided to build a new nimble organization that would cater to SMEs. Adarsh who had worked with Nitin in the past joined the trio to co-found ICAN BPO in early 2009. While ICAN specializes in driving revenue numbers for its clients and partners, it also possesses the key expertise - both in-house and through long term partnerships - to drive huge volumes of internet and mobile based traffic. The skill set combined with a global call center network spanning Asia, Latin America and North America provides ICAN the unique ability to provide one stop marketing solutions to its clients and partners. ICAN\'s span of businesses reflects this unique mix of differentiators. The businesses that the company owns, serves or partners in, vary from Consumer and Small Business Financing to Auto and Health Insurance Sales to Loyalty and Clubs Marketing to a full service tech support business that supports thousands of customers 24x7 across a variety of platforms and devices. Currently with over 400 employees across the globe, the company has grown in revenues at CAGR of well over 100 percent since inception and demand for ICAN\'s services continue to be very strong across its lines of businesses. About 2 years ago the ICAN team made a strategic decision to grow its business via partnerships and contracts with trusted vendors. That has been a great success with over 200 outsourced positions (managed by Ican) active today across the company\'s call center partners. The Employee Excellence \"We are in a people\'s business. People are our assets. Our successful journey would not have been possible without our people and the fire to succeed that they bring into the workplace every day,\" says Nitin, MD & SBU Head, ICAN BPO. The work culture in ICAN is open and approachable, with minimal policies and bureaucracy. ICAN has a strong \'promote from within\' culture leading to a leadership team that has grown with the company - in many cases from entry level positions. Way Forward The company aims to further strengthen their SME based business by adding more domains like Mortgages and Insurance. The company is keen on growing their business in UK and Australia. ICAN continues to see very strong demand for its services and plans to grow its current portfolio of business and to double its current size in the next 12 to 18 months. Much of this growth in terms of manpower is planned in their partner companies and the number of outsourced/contracted positions is estimated to cross 600 active positions in that period. ICAN is constantly evaluating businesses for potential partnerships or acquisitions. The underlying idea is to leverage - the complex set of skills and experience and financial capability and credibility that ICAN brings to the table. Panel Key Management Jagdish Iyer, President & CEO, ICAN India/US Jagdish is a successful serial entrepreneur. This IIM alumnus who kick-started his career as an investment banker, is backed by 20 years of industry experience. Besides Thomson Reuters and Infosys Technologies, he has also worked with many large companies across diversified industries in various management capacities in Asia and in the US. He started his entrepreneurial journey by co-founding a full service BPO/KPO Company named Adventity Global Services in 2003 and has not turned back since then. Nitin Chacko, Managing Director & SBU Head, ICAN India/US As an outsourcing domain-savvy expert, Nitin holds over 14 years of experience in managing all aspects of different types of outsourced operations across key industries such as technology, telecom and financial services. Prior to ICAN, he has served various management positions at SITEL, Wipro, Infosys and Adventity. Nitin is part of the founding team at ICAN and has been fueling up the business since then. Vinod Rao, Senior Vice President, ICAN US Vinod Rao has over 12 years of operational management experience in the outsourcing/offshoring industry. He started his career with Hughes Telecom in customer service and retention and also was a part of Adventity Global Services. His current charter is to run large part of ICAN\'S operations, quality assurance and many key Client Relationships. Adarsh Shetty, Senior Vice President, ICAN India Adarsh Shetty is a MBA-qualified industry veteran and has 12 years of experience outsourcing/offshoring industry. Earlier in his career, Adarsh spent four years at various divisions in Virgin Media - UK, holding key positions in sales & marketing, strategic planning and Training. His work portfolio also encompass a stint in Private Wealth Management in Middle East. Offices: Mumbai, India and Philadelphia, U.S. and New Jersey, U.S. Services: Consumer Lending Practice, Mortgage Financing Practice, Multi-Channel Loyalty/Affinity based CRM Practice, Finance and Accounting Practice, Strategic Consulting Practice