Ican brings over 110 years of collective experience in all aspects of BPO
The CEO Magazine ● New Delhi
Due to its rapidgrowth and maturity in terms of service, the Indian BPO industry hasachieved an enviable position. According to a Nasscom report, the BPO sector in India has grown to reach nearly US$ 11 billion in export revenues within a decade. Corporate houses of the westheavily dependon the Indian BPO industry due to its cost effective and quality services. Although BPO firms are growing like mushroom in India, only a few of them meet the demand of global clients.
In 2009, Ican BPO was incepted with a vision to provide full service solutions, 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.
Since inception, Ican has rapidly grown into a vibrant diversified company with a strength of over five hundred professionals (including outsourced positions) spread across multiple locations. The company has attained and maintains positions of leadership in its chosen businesses.
Ican firmly believes that irrespective of the industry, organizations that are proficient in acquiring, servicing and retaining the right customers excel in the long run. Managing customer relationships, fostering improvement and adding value to them is how ICAN enables its clients worldwide to constantly improve their business performance.
Ican’s services are based on moving forward onto a footprint made by its own strategy wherein it believes in reaching out to customers and encouraging product and/or service usage. As per its vast experience and unique measurement tools provide its clients clear visibility into the ROI on such activities.
What differentiates Ican from many others in the field is that it is acutely conscious of its social and environmental footprints. Ican is a professional outfit run by experienced professionals with over 110 years of relevant experience in all aspects of business process outsourcing. The company believes in partner relationship than vendor client type model and willing to work start-ups on profit share. It has retail online experience in US and can assist in getting prominence on the Web through Pay per Click (PPC) on leading search engines like Google, Yahoo etc. It can be a one stop solution for all call center requirements including and not limited to backend finance and accounting but also payroll and tax management.Icanbrings in transaction and credit card processing expertise and can help assist in acquiring merchant solution at favorable rates and discounts. The company provides customer support desk on per instance billing than typical per seat or per hour rates.
Having headquartered in Navi Mumbai (India), Ican runs its business across the country. It has office in New Jersey (the USA) and delivery centers in Philadelphia (the USA) and partners sites in Florida (the USA), Mumbai, Philippines, Belize, Jamaica, El Salvador, Ukraine and Romania.
The team behind Ican
Currently with over 300 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 350 outsourced positions (managed by Ican) active today across the company’s strategic partners.
- Debt free profitable since inception
- Never lost a single client
- Has grown in revenues at CAGR of well over 100 percent since inception
- Employee sat and attrition better than the best of the breed in the contact center space
- Turn Key Solutions that make us the vendor of choice for all our clients
Awards & Recognitions
- Named “Emerging Company of the Year” by Silicon India in 2014.
- “Best places to work 2015” by Silicon India.
- Shortlisted by Business World for Best HR practices for 2015.
- “BPO Consultants” for 2015 by Consultants Overview.
- Featured as cover page story in Nov’15 issue of ERP Insights.
- Entrepreneur of the year 2015 – Silicon India.
- Most Talented Leader Outsourcing 2015 – 16 in Asia Outsourcing Congress.
Ican’s voice about its Road Map & Future Plan
‘Even though the road seemed unleavened towards the inception owing to difficulty in acquiring a perfect work force, we have successfully travelled through the 7 years and yielded fruitful results adding more smiles and fame to its name year after year. We have become a brand that SMEs prefer, a landmark for the common to refer and a decisive career for many. We aim to further strengthen our SME based business by adding more in the domains of health care, home based products and insurances. We’re keen on growing our businesses in UK and Australian markets. We continue to see very strong demand for our services and plan to grow our current portfolio of business and to double our current size between the balance of 2016 and first two quarters of 2017” said Ican.
President and CEO, Ican Solutions Inc.
Jagdish has over 20 years of experience across industries in various senior and executive management capacities. He is a successful entrepreneur with experience in starting up and rapidly growing businesses. In 2003, he co-founded Adventity, a full service BPO/KPO company and grew that to a 4000 plus people global business in 5 years and later became part of the Sutherland Global Services (Thane) offices handling Mortgages, Airlines and Ticketing services. Prior to that, he was working in the IT services industry in the US that included among others a stint with Infosys Technologies. He started his career as an investment banker in India and also worked for Reuters PLC in the Asia Pacific region.
Jagdish holds a BE (Hons) from the BITS Pilani and a PGDM from IIM, Kolkata.
SBU Head and Managing Director, ICAN BPO Pvt. Ltd.
Nitin has over 15 years of rich experience in managing all aspects of call center operations having worked for SITEL, Wipro, Infosys and Adventity (now a Sutherland Company). He’s run a gamut of operations ranging from high end tech support to customer service and back office desks for fortune 500 clients – Microsoft, DELL, AOL, CISCO, North Fork Bank are a few among them.
He has a successful track record in setting up and managing large scale ITES operations. He has extensive experience in sales, pre-sales; IT project/program management, vendor and partner evaluations across domains and large scale roll outs of BPO/KPO solutions. He has strong experience in structuring and managing large and complex outsourcing deals from inception through closure and beyond. He has managed revenues over $10M and realized over $2M in cost savings by delivering performance and quality using proven practices.
Sr. Vice President – Operations and Quality, ICAN BPO Pvt. Ltd.
VinodRao has more than 13 years of operational management experience in the ITES industry. He is responsible for the company’s day to day Operations, Quality, and Client Relationship. Prior to joining ICAN, Vinod spent six years with Adventity BPO, where he held key operational management positions. He was a part Hughes Telecom for 2 years and was responsible for customer retention! He obtained his B.E. degree in Mechanical Engineering from the University of Mumbai and is one of the founding members of ICAN.
Sr. Vice President – Business Development, ICAN BPO Pvt. Ltd.
AdarshShetty has over 14 years of experience in the ITES and Financial industry. Prior to his current position, Adarsh was part of Training Team in Intelenet. He has been a part of ICAN since it was founded in 2009. 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. He then moved his base to Dubai to join a financial institution and was leading the effort in Sales.
Born in Mumbai, Adarsh has traveled widely in countries ranging from Finland to London. He obtained his Bachelor’s degree in Pharmacy from the prestigious MET – Mumbai Educational Trust’s Institute of Pharmacy. He also received an M.B.A. from Nottingham University.