HCL Infosystems - Services Brochure

Services
that Transform
your Business

HCL Infosystems Ltd.

Introduction ................................ 1

Experience the HCL Edge ................................ 3

Services across Enterprise IT Stack ................................ 4

Customers Speak ................................ 6-7

HCL Infosystems in News ................................ 8

Enterprise Services Portfolio ................................ 9

Infrastructure Managed Services ................................ 10 - 13

Facilities Management Services ................................ 14 - 15

Enterprise Cloud Services ................................ 16 - 20

Value Added Services ................................ 21 - 24

Break-Fix Services ................................ 25 - 26

Extended Warranty Services ................................ 27 - 28

Enterprise Application Services ................................ 29 - 32

HCL Care Services ................................ 33 - 34

HCL Oﬃce Automation Services ................................ 35

Success Stories ................................ 36 - 37

t
Incred ible Achievemen
ked No. 1 in
*

HC L Infosystems ran
Customer
IT Serv ices Enterprise
rs in a row!
Satisfact ion Audit for 4 yea

2009 2010 2011 2012

Satisfaction Delivered
Yet again, in an extremely fragmented market, HCL Infosystems retained its top spot for consecutive 4 years
while others just followed

SURVEY OF 401 LARGE ENTERPRISE CIOs

IT Services Customer Satisfaction Audit: The Top Vendors
DQ-IDC 2009 DQ-IDC 2010 DQ-IDC 2011 DQ-IDC CMR 2012
Vendor Rank ’09 Rank ’10 Rank ’11 Rank ’12
HCL Infosystems 1 1 1 1
TCS 3 2 2 2
IBM 6 4 3 3
Wipro 4 5 4 4
HCL Comnet 2 3 5 5
HP 8 8 7 6

* As per the latest DATAQUEST - CMR Customer Satisfaction Audit 2012. Audit Published in DATAQUEST March ’12 Edition.
For more details, log on to www.hclinfosystems.com or email us at transform@hcl.com

Introduction

Transform
We at HCL Infosystems always work towards building long term
relationships with our customers. We take pride in working collaboratively
with our customers towards achieving operational excellence, maximizing
efficiencies and bringing technology enabled business transformation.

Our Portfolio of IT Services, Solutions and Products is backed by end-to
end capabilities and partnerships across the globe. With over 35 years of
Industry experience, extensive domain knowledge across all industries
your
Business
and business functions, we are admired by over 3000 top organizations
across India, Middle East, South East Asia and Africa.

Here is a showcase of our capabilities and offerings that can help you
transform your business.

Now!

1

Certifications & Accreditations

Quality Certifications

gnitions
Partner Reco

ations
People Certific

2

Million

Reduce ImplementaƟon Time

3

Awards & Recognitions

HCL Infosystems tops DATAQUEST - CMR Customer Satisfaction Charts for the fourth consecutive year in 2012

HCL Infosystems awarded with the CMMi Maturity Level 5 certification for its Jaipur Development Centre

HCL Institute Management System awarded the ‘Best Cloud Based Education Institute Management System’
at the B-School Excellence Awards 2012

HCL Infosystems awarded the ‘Most Promising New Technology for Urban Applications’ at Municipalika 2011

HCL Infosystems awarded Dun & Bradstreet - Rolta Corporate Award under Computer Hardware and
Peripherals Category

HCL Infosystems awarded as a ‘Powerbrand’ of India in the IT & Office Automation Category in 2011

HCL Infosystems bags No. 1 position in DQ- Best Employer Survey 2011

5

Customers Speak

* Excerpts from HCL customers videos/mail Testimonials

For more details, please contact us at transform@hcl.com

6

Customers Speak

* Excerpts from HCL customers videos/mail Testimonials


7

HCL Infosystems in News
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8

Infrastructure Managed Services

Meeting Challenges, Ensuring Progress

Available | Secure | Cost-eﬃcient

At HCL, we provide proven expertise in comprehensive infrastructure managed services that are not only cost efficient but also
leverage Tools, Technologies, Processes and Governance models to provide customized solutions aligned to our clients’
business goals; enabling them to not only cut costs, but also achieve improved service levels and transform their IT
Infrastructure.

Comprehensive Network Administration &
Service Desk Management Services

End-user Computing Server & Virtualization
Management Services Management Services
HCL IMS
offer i ng s
Data Center Storage & Backup

Disaster Recovery Information Security


10

Foundation Blocks
of our IMS oﬀerings
Service Governance
Management

IMS Best Practices in Service Three tiered Governance
Management through Structure with defined KRAs
adoption of ITIL processes Dashboards for management
Process driven Infrastructure visibility on performance
Management
Focus on value creation and
Service Process adherence, quick decision making
Management repeatability and traceability
through Automation
Focus on Continuous
Improvement and IT
Transformation

Comprehensive Service Desk
Acts as a single point of contact for all its clients. The offering includes:
ITIL Service Management
Support Automation
Knowledge Management
Reporting and Analytics

End-user Computing Management Services
Comprises of end-to-end management of the desktop environment. The offerings include:
Service Desk Support
Client Management Services
Client Support Services
Asset Management

11

Our IMS Oﬀerings

Network Administration & Management Services
Helps clients meet ever increasing need for network availability, decrease in staff and
optimization necessity for network bandwidth utilization & performance. It includes:
24x7 Network Monitoring
Network device support
Network IMAC services
Network Optimization
Problem detection, resolution & notification
Reporting

Information Security Management Services
HCL establishes, implements, operates, monitors, reviews, maintains and improves
overall information security for its customers. The offerings include:
Authentication & Access Management
Confidentiality & Integrity Management
Accounting & Forensics
Proactive monitoring & prevention
Audit & Trails
Endpoint Security

Server & Virtualization Management Services
Data Centre Virtualization plan, design, build & support Version migration and upgradation
Server Virtualization and consolidation Performance and Capacity management
OS installation, Configuration and sustenance High Availability setup
24x7 incident and problem management (L1/L2/L3 support)

Storage & Backup Management Services
User and group management Storage Management
Storage sizing Backup Services
Backup policy management Restorations drills
Backup report management Performance and Capacity Analysis
Proactive storage monitoring, alerting and reporting


12

Our IMS Oﬀerings

Data Center Management Services
HCL provides world class monitoring and control services for data centers to enable enterprises to
achieve 24X7 business continuity and operations. The offerings include:
Proactive Monitoring and Management
24X7 L3 support
Application Management
Server and Storage Management
Database Management

Disaster Recovery Management Services
It ensures protection of corporate information and business continuity in an event of
unforeseen disasters and business downtimes. The offerings include:
Push button drills and automated DR drills
Real time RPO/RTO/Data lag monitoring
Automatic recovery and switchover processes
DR SLA monitoring and alerts

Customer Beneﬁts
Enables businesses to concentrate on core business areas without worrying about the organization’s growing IT management
requirements
Reduced risks through guaranteed service levels, incident reduction and expert handling through continuous support
Flexible, Optimized IT service levels to accommodate dynamic business needs

HCL Capabilities in Infrastructure Managed Services
190,000 Tickets Resolved Monthly

2+ Million Desktops/Laptops Supported

8+ Million Voice and Data Ports Supported

6+ Million Voice and Data Ports Supported for a Single Client

Multi-platform Support & Integration Expertise

Service-Desk Level 1/2/3 Support for Global Clients across Platforms

24X7X365 Support Model


13

FaciliƟes Management Services

Today IT assets have become widely distributed and less visible. Many organizations are spending a very high portion of their
technology budget on "soft costs" like purchasing, installing, managing, administration, troubleshooting, training and
recruitment for supporting IT hardware and software.
Our Facilities Management Services are a comprehensive set of services that offer manpower expertise to cater to end to end
enterprise support ranging from planning and design to installation, migration assistance, system management, telephonic
support and on-site hardware and software fixes.

End User Server
Support HCL FMS Support
offer ng
o f fe r i n g s

Storage Networking
Support Support

Security
Support


14

Our FMS Offerings

HCL Facilities Management Services offer a wide range of customized service options to match specific enterprise requirements
that include:

End User Support Server Support Storage Support
port
Desktop/Laptop Wintel NAS/SAN
Support
Virtualization
n Backup
Help-desk
Help desk
Linux Replication
RISC Unix DR Management
ement
Messaging
Load Balancing
HPC

Networking Support Security Support
Edge LAN/Wi-Fi, End Point Security
DC/Campus LAN DC Security (Firewall,
IPS, Web Filtering)
ring)
WAN/VPN
Data Leakage
Collaboration/UC Protection
Telco Network Log Analysis
Load Balancing Load Balancing
ng

Customer Beneﬁts

Reduce/control your operating costs by upto 28%

Focus on business results while experts take care of your IT Infrastructure

Utilize IT Expert resources when experience is not available in-house

World class, end-to-end IT Infrastructure Implementation and Support


15

Enterprise Cloud Services

Enterprise, Custom and Secure
Automated | Scalable | Flexible
HCL is well poised to become a transformation partner for enterprise customers and SMEs - that are poised to make their
journey to the cloud, by affording them the flexibility and choice to scale their demands based on their business needs - thus
allowing them to reduce their capital investments & improve TCO. Our cloud services portfolio consists of Infrastructure as a
Service (IaaS) and Software as a Service (SaaS) - delivered through our own proprietary HCL ‘blu’ Services as well as 3rd party
services for CA, Microsoft, Google etc.

HCL blu
IaaS Enterprise Cloud SaaS

Services


16

Our Enterprise Cloud Services Breadth

IaaS SaaS

Public Cloud

Private Cloud

Our Enterprise Cloud Services Oﬀerings

Infrastructure as a Service (IaaS)
SraaS

IaaS

BaaS DRaaS

Servers as a Service (SraaS) - SraaS provides virtual servers with the client’s choice of configuration and operating
environment, so that they can deploy their applications and services without investing in expensive hardware and
maintenance contracts.

Backup as a Service (BaaS) - BaaS is a full-feature comprehensive backup solution for desktops and laptops that integrates
perfectly with the existing enterprise infrastructure, allowing it to seamlessly backup and restore data on the fly without
interrupting operations.

Disaster Recovery as a Service (DRaaS) - DRaaS is a full-feature comprehensive recovery offering that integrates with
the client’s existing infrastructure.


17

Our Enterprise Cloud Oﬀerings

SoŌware as a Service (SaaS)
Collaboration Suite

blu Mail Microsoft
SharePoint

SaaS
(CollaboraƟon
Suite)

Google Microsoft
Apps Exchange

blu Mail - blu Mail delivers enterprise-class e-mail services that allow organizations to maximize their productivity, both
at office and on the go.

MicrosoŌ Exchange - Microsoft Exchange major features consist of electronic mail, calendaring, contacts & tasks
that work with Microsoft Outlook on PC and Mac, wireless synchronization of e-mail, calendar & contacts with major
mobile devices, browser-based access to information and support for data storage.

MicrosoŌ SharePoint - Microsoft SharePoint makes it easier for people to work together. Using SharePoint, people can
set up Websites to share information, manage documents, and publish reports to help everyone make better decisions.

Google Apps - Google Apps features several web applications including Gmail, Google Groups, Google Calendar, Google
Talk, Google Docs and other Google Sites.


18

Our Enterprise Cloud Oﬀerings

Enterprise Suite

blu ERP

blu HRMS

blu CRM SaaS
(Enterprise
Suite)

CA Service
Desk blu IMS

CA Service-Desk - HCL's CA Service-Desk Manager enables organizations to prevent service disruptions, better manage
change risks and provide a 360-degree view into IT services.
blu HRMS - blu HRMS enables employee self-service while also making it easy for HR staff to manage important tasks
and keep up with the organizational growth requirements.

blu InsƟtute Management System - HCL Infosystems is a leading Systems Integrator providing end-to-end turnkey
advanced education solutions to schools, institutions and universities across the country in the government and private
sector.
blu ERP - blu ERP solution provides core modules that include Supply Chain Management, Inventory Management and
Accounts Payable/Receivable.
blu CRM - blu CRM provides access to enterprise CRM modules such as Lead Management, Knowledge Management,
Pricing, Opportunity Management and Sales Forecasting.


19

Customer Beneﬁts
Considerably reduces capital expenditure requirement for IT assets and resources

IT Infrastructure costs @ pay-as-you-go

Instant IT Infrastructure deployment for quick turn-around-time – implementation takes days as opposed to months

Cutting edge technology accessible to small as well as large enterprises

Guaranteed Service-Level Agreements (SLAs) ensure high reliability and responsiveness

HCL Capabilities in Enterprise Cloud Services
ITIL compliant Service Delivery Processes for Incident Management, Change Request etc.
Partnerships with leading organisations like Microsoft, Vmware, CISCO, EMC and Google
Experienced team consisting of Vmware Certified Professionals, Cisco Certified Professionals, ITIL Foundation and Project
Management Professionals


20

Value Added Services

Adding value to your IT Services
Manageable | Available | Secure
Supporting our IT Solutions and Services experience are Consulting and One Time - Value Added Services for large corporate,
PSUs and SMEs across industries, delivered with best of industry processes, tools and rich experience & commitment. Our
Value added services allow our clients overcome any short or long term IT Infrastructure roadblocks at a small price for a world
class experience.
HCL Infosystems’ unique IT COMPASS Framework provides Consulting for Manageability, Performance, Availability, Security
and Scalability for its client‘s IT Infrastructure. The entire suite of VAS encapsulates the philosophy of this framework, blending
HCL Infosystems’ expertise and experience to give a satisfying service.

IMAC Services HCL Value Consulting Services
(Install, Move, Add and Change) Added Services (Assessment, Design and Retirement)

Automation and One-time
Monitoring Services


21

Our VAS Oﬀerings

ConsulƟng Services

Consulting Services are engagement services with enterprises to help them assess, design, plan capacity to enable future
growth or retire their IT infrastructure.

Current and future state Adaptable physical infrastructure
assessment of enterprise IT design using sound IT
infrastructure through infrastructure Design & Planning
Discretionary Assessment principles through
Compliance Audit Design/Architect
Assessment Capacity Planning Design Lean/Optimization
Retirement Planning Green/Sustainability

AutomaƟon and One-Ɵme Monitoring Services

The fundamental problem facing IT organizations worldwide is that IT complexity is
growing faster than IT budgets. IT is challenged with maintaining a complex
infrastructure of diverse systems and applications running on mainframes, desktops,
databases and servers.
To help enterprises to reduce these complexities and improve efficiencies in their
system, HCL provides Automation and One-time Monitoring services to automate tasks
like creating users, deleting files, setting up printers, installations, monitor servers etc.
This allows enterprises to provide assured services to their customers with an improved
back-end to support them.

IMAC Services

IMAC for Core Infrastructure
(Server, Storage, Security and Network)
Manage a dynamic and optimized infrastructure that supports business and operations
using our portfolio of core infrastructure IMAC services. Be it server or SAN racking, IP
configuration, OS loading, patch management or security license management, HCL is the
one stop shop for all value added services and much more.


22

Technologies Served

Network
Datacenter Storage Server

Data Network Security
center

Disaster Recovery Backup Clustering
BYOD Cloud End-user Messaging
End-user

Delivery Approach - IT CoMPASS Framework

COnsulting for Through HCL expertise and experience...

Manageability Ensure complete control over your IT

Performance Enhance the way your IT performs

Availability Ensure your IT supports business anytime, anywhere

Security Ensure safe environment to handle all threats

Scalability Plan now for your future business growth

Customer Beneﬁts
Generate upto 60% of extra storage within your current IT infrastructure
Reduce the load on your servers by releasing server capacity by upto 40%
Reduction of back up cost by upto 95%


24

Break-Fix Services

HCL has an enviable team of experienced and certified technicians to take care of the maintenance, upgrades, ongoing user
training and end-user support of our client’s infrastructure and business systems so that they can focus on other
business-critical activities. We offer four levels of Annual Break-Fix Services Agreements– Standard, Enterprise, Professional
and finally the fully customizable BusinessPlus Break-Fix Service agreement, each level of support providing a more
comprehensive service level to address additional requirements of managing our client’s IT infrastructure.

Standard
HCL Break-Fix Professional
Services

Enterprise BusinessPlus

Our Break-Fix Services Offerings

MulƟBrand Break-Fix Service Capability
Our expertise in Break-Fix Services developed through our several years of experience
enables us to deliver SLA Based Break-Fix services regardless of the brand. We have
also been identified by leading OEMs as their preferred service partner – a testimony
to the great job that our IT experts have been doing over the years.


25


Get The Edge with Break-Fix BusinessPlus
We realize that enterprises have varying service level needs. Therefore, we’ve
structured our delivery organization to provide our clients with the option of
customizing our offerings to suit their requirements. With the BusinessPlus Break-Fix
Service agreement, we offer a unique capability of delivering services with fully
customized SLAs as required by our clients.

Standard Enterprise Professional (Customised, SLA Based)
(Hardware only) (Hardware, OS, AV, Network, (Enterprise + Value Added BusinessPlus
Peripheral Support) Services)

Support Availability
Service Hours 9 AM to 5:30 PM 9 AM to 5:30 PM 9 AM to 5:30 PM

Service Days Mon-Fri Mon-Fri Mon-Fri
(Sat/Sun/Holidays optional) (Sat/Sun/Holidays optional)

Remote Resolution Yes Yes Yes
Telephonic Support Yes Yes Yes
On-site Support Yes Yes Yes

Response Time NBD SBD SBD
(For call logged by 1 PM) (For call logged by 1 PM)
Customized SLA
Extended Services
Preventive Maintenance No 1 instance/year* Up to 2 instance/year* – Suiting Client’s
OS + Antivirus Installation and Business Needs
No 1 instance/year* Up to 2 instance/year*
Basic Network configuration Services
Extended Hours No Yes Yes

Value Added Services
Hardware Health-check No No 1 instance/year*
1 instance/year*
Back-up Support No No (charged per MB)
Support for standard package No No 1 instance/year*
(MS Office, Mail, AV, Basic Network)

Virus Clean Up No No Up to 4 instances/year*

Accidental Damage Cover No No Yes
*Extra charges applicable if more instances are required

Customer Benefits
Decreased equipment downtime upto 30% leading to increased employee productivity

Ability to better forecast your IT budgets owing to predictable and flexible maintenance costs

Multi-location, multi-brand support across 270 cities, reducing cost and headache of depending on multiple service providers

Quicker resolution through our Remote technical support


26

Extended Warranty Services

Businesses rely heavily on technology for their day to day operations and hardware warranty services to help keep their IT
infrastructure up and running. In case of new purchases, when a computer malfunctions, a server goes down, or a printer stops
working - it can mean much more than headaches and can result in lost productivity and lost revenue.

HCL offers extended warranty services that focus on eliminating the distance between people and locations, problems and
solutions. Our warranty services include repairing servers, PCs, laptops, printers, and more. Our deep reach across the country
and large inventory of top quality replacement parts to expedite computer repair ensures that we get our clients’ systems up
and running with the minimum turnaround time.

HCL Extended
Extended ExtendedPlus
Warranty Services

Our Extended Warranty Offerings
Extended Warranty
Extended Warranty is an extension service of the standard in-built product warranty by 1 or 2 years. With an extension of
standard warranty, HCL extends the promise to support the IT assets of its clients through on-site or remote resolution.


27


ExtendedPlus Warranty
As an organization, there may be many one-time outages with end-user devices due to multiple reasons that are
not part of the standard warranty. HCL offers the ExtendedPlus Warranty services for enterprises that would like
to leverage our expert technicians for IMAC services such as installation, configuration and preventive
maintenance of hardware and software, reducing their downtime even further.


Extended ExtendedPlus
Support Format
Service Hours 9 AM to 5.30 PM 9 AM to 5.30 PM
Service Days Mon – Fri Mon – Fri
Remote Resolution Yes Yes
Telephonic Support Yes Yes
On-site Support1 Yes Yes
Response Time NBD SBD (For call logged by 1 PM)
Preventive Maintenance No 1 instance/year*
Support Scope
Hardware2 Yes Yes
Part repair Yes Yes
Configuration No Yes
Software3 No Yes
Patch Management - Yes
Version Upgrade - Yes
Installation/Reinstallation - Yes
Un-installation - Yes
Security Management - Yes
Configuration - Yes

For any support, call logging by the client is compulsory
1
Conditions apply
2
Breakdown related to modules of desktop, laptop, server, storage and peripherals. It doesn’t cover battery, ODD and adapter for laptops, accidental damages,
cosmetic parts, consumables, CRT, keyboard, mouse, display panels and touch pads
3
Only standard PC software products will be supported

HCL Capabilities in Break-Fix Services & Extended Warranty Services
Support Base of 3+ Million assets at more than 75000 sites
300 Service Locations
Over 8000 Direct Service Engineers trained at a World Class Training Centre
35 years of Direct Support Experience
Established Automated Call Management Systems


28

Enterprise ApplicaƟon Services

HCL’s Enterprise ApplicaƟon Services (EAS) provide end-to-end Packaged ApplicaƟon & Development services comprising of
ERP, CRM, BI, SCM, ECM, Mobility SoluƟons, ApplicaƟon Development as well as other sustenance mode services.

ERP HCL EAS ADSM
of fe r in gs
o f fer i n g s

DW/BI ECM


29

Our EAS Oﬀerings

Enterprise Resource Planning (ERP)

SAP
End-to-End Implementation Services for SAP ECC 6.0
SAP Application Maintenance, Support & Rollout
SAP Solution Upgrade
SAP Audit & Review
SAP Business by design

ORACLE
Oracle Application Upgrade
Oracle Application Implementation - Oracle eBiz
Oracle Application Support
Oracle CRM on demand

Microsoft Dynamics
MS Dynamics AX (for Large & Medium Enterprises)
MS Dynamics NAV (for Small Scale Industries)
MS Dynamics CRM

Data Warehousing, Business Intelligence (DW/BI)
SoluƟon Partners- IBM Cognos, QlikView, SAS & SAP BO, Open Source & Pentaho

HCL EDI (Enterprise Data Integration)
Enterprise ETL Architecture Framework
Batch/Near Real-Time/Parallel ETL
Scheduled/Event Triggered ETL


30

Our EAS Oﬀerings

HCL BAR (BI Reporting and Analytics)
Enterprise Reporting Architecture Framework
Analytical & Operational Reporting
Data Mining, Statistical & Predictive Analytics
Canned & Ad Hoc Reports
Dashboards, Scorecards

HCL BDM (BI Development & Maintenance)
DW-BI Development (End-to-End, all components)
Program & Project Management
Sustain - Production Support, Maintenance & Enhancement

ApplicaƟon Development & SoŌware Management (ADSM)
Technology Used - JAVA, .NET, C/C#, Open Source, ASP, Oracle

Application Development
Application Consulting
Custom Application Development
Packaged Application Design & Implementation
Application Re-engineering, Modernization and Migration
Application Integration
HCL e-Procurement, HCL e-Municipality, HCL PDS

Application Maintenance & Support Service
Transition
Application Support
Enhancements
Testing Services
Portal Development


31

Our EAS Offerings

Enterprise Content Management (ECM)
SoluƟon Partners- IBM Filenet, Newgen Omniflow, Newgen Omnidocs, MicrosoŌ SharePoint & MicrosoŌ Fast Search

Enterprise Content Management
Enterprise Content Management Architecture Design
Enterprise Content Repository Strategy & Roadmap
Integration Design for Capture tools with Content
Handling Different Content Types
Deployment of Central/Distributed Architecture

Business Process Management
Process & Architecture Assessment
Business Analysis & Process Definition
Enterprise Process Framework
User enabled Process Builder Architecture
Paperless Office Application

Customer Benefits

Establish uniform processes based on recognized best business practices

Decrease inventory and procurement costs by upto 15% resulting from better planning, tracking and forecasting of requirements

Increased customer satisfaction by upto 30% based on improved on-time delivery, improved quality and shortened delivery cycle

HCL Capabilities in Enterprise Application Services
Large pool of certified resources on SAP, Oracle, Microsoft & Business Intelligence
6000+ man-years of implementation experience
150+ active installations across the country and middle-east
Partnerships with all major vendors like SAP, Microsoft, Oracle, SAS, IBM, QlikView
Rapid deployment through SAP Certified ASAP/ASAP Focus methodology


32

HCL Care Services

HCL Care - a multiplatform lifecycle service, provides an exhaustive range of services for products like desktops, laptops, mobile
phones, digital cameras, TFTs, peripherals and other third party ICT products. HCL Care operates a large service network along
with back end repair facilities and call center providing 24/7 repair services across all major cities of India (under “HCL Touch”
brand). In India, HCL Care provides services to global blue chip clients like Dell, NEC, Kodak and Nokia.

Key Highlights

Pan India Support Channel
Remote Tech Support through “Global Touch” across US and Canada
HCL Owned ‘Touch’ Service Centres and Repair Facility Center
Over 200 Authorized Service Partners
Service Support through a Centralized Call Centre
Highly Experienced Technical Support Group

Products Supported

Mobile Phones Tablets Servers/Printers TV, LCD Laptop/Desktop Cameras


33

Our Care Offerings

Care Contact Center
HCL provides a world class contact center infrastructure with superios tech-support that has
Contact Centre Capacity - 24x7 Support Infrastructure, Handling 180,000+ Inbound Calls
Per Month
Facility to offer multi-level Tech support - Phone/Email/Chat/Remote Login, Skilled
engineers performing step-by-step troubleshooting
Multi-level Service Offerings - Setup & Installation of Hardware/Networking /Virus/
Security Solutions, Internet & e-mail Support, PC
Optimization, Peripherals Support, iTunes and Data Backup Support
Skilled individuals for Tele-sales Products - Desktops & Laptops, Services – Service
Packs and Upgrades

Repair Factory Capability
HCL repair factories perform discreet component level repair & refurbishment through an
established scrap-to-swap process, thus extracting cost advantages through improved
recovery rates. HCL Care provides high level repair capability for numerous HW
categories.
Power Supplies, Logic Boards, I/O Boards, Electro-mech & Display Devices
Global leading brands supported like Intel, HP, Nokia, Sun, Asus, Hitachi, IBM etc.
Currently handling repair load of 65,000 repairs per month
HCL Repair Factory rated as the best repair factory by Nokia among its RF globally


34

HCL Oﬃce AutomaƟon Services

HCL Office Automation Division provides end-to-end office automation services to enable administration departments of top
corporate houses, MNCs and PSU organizations the ability to automate their offices and institutions.
Through our partnerships with leading Global brands like Toshiba, Hitachi, Infocus, Cisco, Aastra and Christie, we provide world
class office products backed by the hallmark HCL service. We offer the widest network of direct technical support & service
through 505 touch points nationwide. HCL Office Automation also provides special customized one time automation services.

Our Office Automation Services Offerings

HCL Smart Click - Managed Print SoluƟon
Document output management and output process optimization from hardware to workflows and staff productivity –
regardless of the brand of printers through a dedicated, long-term approach to streamlining the entire document
process. This includes data capturing, document archiving, document workflow, data security and environmental
management. Smart Click devices provide MFDs that print, copy, scan, fax. It also covers the maintenance of printers,
consumables and tracks operating costs.

Document Management SoluƟon
Focussed content management solution through exclusive tie-ups with Kodak & Zeutschel Scanners to provide Bulk
Digitisation, Digital Microfilming and Onsite Physical Record Management - specializing in digitization of old and
rare documents. Our services include Document Scanning Services (Face-up/Contact-less Scanning) and Document
Digitisation Services (OCR/ICR/OMR Technology). Our partners include Filenet, HP Trim Software, Adobe,
infoRouter, Alfresco etc.

Web-Ex SoluƟon
We also provide WebEx- World’s leading on-demand collaboration, online meeting, web and video conferencing
platform to enable enterprises collaborate effectively.


35

Success Stories

Total IT Outsourcing by HCL Infosystems for a Leading Auto-Ancillary Company in India
Riding on automobile industry growth in India, this Client experienced a high growth rate. However, the IT
department was not geared up to support this growth due to widely spread operations, fragmented IT
landscape, multi vendor presence, disparate information systems and their reactive approach to business
issues. Leveraging the comprehensive approach to technology as well as business issues, HCL Infosystems
emerged as a Total IT outsourcing Service provider. As a trusted IT advisor, HCL is a single window service
provider for managing the IT Infrastructure, business applications as well as transformation services e.g.
business process standardization, ERP roll out to all business Units, Information security etc. leading to TCO Manufacturing
reduction by 20% for the client.

HCL Infosystems Transforms Infrastructure Operations for One of India’s Top Business Schools
One of the top business schools was looking for a partner to maintain its IT Infrastructure. HCL
Infosystems offered its services for Asset and Inventory Management, Network Management and Data
Center Management. This resulted in increased flexibility in utilizing the IT assets & enhanced business
& operational continuity by increasing availability of key resources. The solution offered a robust IT
infrastructure with secure information systems to assist them focus on their core competence which is
making business leaders.
Education

HCL Infosystems Accelerates Performance of a Global Electronics Manufacturer with Application
Outsourcing
This leading electronic manufacturer was looking at solutions for automation of the business processes,
increasing service levels and managing SAP repository objects. HCL provided SAP Modules support
services, program management to improve and rationalize business processes for the client to deliver
benefits like improved support processes, maintain adequate service levels through reduced downtime. It
also enabled the client eliminate legacy system and redundant data. Manufacturing

HCL Infosystems Enables a Renowned Multi-Speciality Hospital Embrace the Power of Cloud
Services
This renowned multi-speciality and one of the largest Pediatrics hospitals in the country was looking for a
scalable Healthcare Information System (HIS). The hospital was also looking to improve operational
efficiency and give patients faster access to healthcare. HCL offered the customer with a scalable HIS on
cloud through its blu IaaS and Enterprise Cloud Stack to help make medical transactions more accurate.
This solution enabled the client maximize efficiency by capturing the medical history of patients in an
analyzable form. The client has also taken HCL Cloud email collaboration services, 24X7 voice and email
Healthcare support. This in turn helped the client to scale the IT infrastructure, reduced Capex and Opex and improved
performance monitoring and control.


36

Success Stories

HCL Infosystems Transforms IT Infrastructure of a Top Financial Conglomerate
A leading multi-business conglomerate – Housing Finance and Mutual Fund Company, with a huge asset
base was looking for IT Solutions with SLA based service delivery and decision making through its IT & MIS
to ensure business continuity. HCL offered its Desk-side IT services for 4500+ users spread across 400+
locations. Hybrid Service Delivery Model with Service Desk based Remote Infrastructure Management
and onsite services was also offered at 20 locations.
HCL also provided Server Management Services for Windows Servers housing critical in-house
applications and mails, backup & restore services along with IT Asset Management and Mobile Device
Management. This delivered improved SLA achievement year-on-year, reduced cost per asset by 5%,
Institutionalized process improvements & best practices and Increased technology application leading to BFSI

reduced human intervention.

HCL Infosystems uses Virtualization to Reshape IT Landscape for One of the World’s Leading Ink
Company
The client was looking for solutions to optimize their existing business processes without implementing
new functionality but at the same time were looking for full IT landscape transformation. HCL Infosystems
offered end-to-end solutions for upgrading entire IT Infrastructure and migrated SAP to ECC6.0 along
with MS Exchange 2003 to 2010 and AD 2003 to 2008 R2. The implementation solution included
virtualization of all applications, extra security in the database to avoid logical block corruption, storage
based sync replication to achieve zero data loss etc. The new setup improved the IT efficiency, reduced
Manufacturing
hardware cost without affecting the existing landscape leading to high user satisfaction.

HCL Infosystems Transforms Infrastructure Operations for One of the Top Adhesive Brands
With the client looking at solutions for distributed IT landscape and Break-Fix support, HCL Infosystems
offered IT Portfolio Management services that include Data Center management, Break-Fix support,
implementation of ITIL tools and processes with a centralized 18X7 help desk. The solution delivered
benefits like improving remote resolution ratio from 20% to 45%, proactive network monitoring,
increased user satisfaction, increased operational efficiency and end-to-end business visibility leading to
faster decision making.
Manufacturing


37

'Services
that
Transform
your
Business'
HCL Infosystems is a dedicated team that is
committed to transform the way our
customers do business. We have been ranked
No. 1 on Enterprise Customer satisfaction
Audit 4 times in a row (2009-12). We will
continue to be a partner to our customers in
their IT adoption, implementation and
transformation journey.

To know more about our capabilities and
expertise, please feel free to get in touch with
HCL Experts at transform@hcl.com

Some of our Partners

Gold Partner

About HCL Infosystems

HCL Infosystems Ltd. with revenue (LTM) of US$ 2.0 billion (Rs 10,840 crores) is
India's Premier Technology Company and offers a wide spectrum of IT Services
and Products ranging from Cloud to Learning Solutions. As a complete IT
solutions provider the company offers comprehensive offerings in Enterprise
Application Services, IT Infrastructure Managed Services, System Integration,
Office Automation Products and Services, Distribution and Support Services.
The company operates in both the Consumer and the Enterprise space – offering
the latest mobility products and operating in verticals like BFSI, Telecom, and
Healthcare respectively.

HCL Care, the support and service division of the company has one of the largest
and most extensive service networks across the country and provides end to end
support services for various IT, Telecom and Consumer Electronics products. HCL
Infosystems has one of the largest distribution network of digital lifestyle global
brands and an unparalleled robust service network in the country including Tier
2 and 3 cities. Digilife Distribution and Marketing Services (DDMS), a 100%
subsidiary of HCL Infosystems focuses on multi brand distribution and offers
value added distribution for its partners including strategic consulting services,
last mile connect and support in marketing and promotions. HCL Learning a
division of the company covers the entire spectrum of education and training
requirements across schools, colleges, individuals and enterprises and offers
rich learning solutions across these segments. HCL Infosystems MEA (Middle
East and Africa), a fully owned subsidiary of HCL Infosystems is part of the
emerging markets outreach of the company and focuses on expanding the
business in the Middle East and African geographies and provides
comprehensive IT solutions to customers across verticals in the region. The
company also has robust operations in Singapore with its subsidiary HCL Insys
Pte. Ltd gaining traction in the region with its Enterprise solutions including a
strong offering in Infrastructure Managed Services.

HCL Infosystems Ltd.
E-4,5,6, Sector-11, Noida - 201301, UP (INDIA)
For more details, visit us at : www.hclinfosystems.com or E-mail at transform@hcl.com

Copyright @ HCL Infosystems Ltd. All Rights Reserved. Reproduction of this publication in any form without prior permission is forbidden. The names and logos
of the actual companies and products mentioned herein may be the trademarks of their respective owners and are used for illustration purpose only. All
content/information present here is the exclusive property of HCL Infosystems Ltd. The content/information contained here is believed to be accurate at the
time of publishing. HCL shall not be liable for damage of any kind use of this information, which is subject to change without notice.

HCL Infosystems - Services Brochure

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