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Firstsource- CMS in Retail Banking

Firstsource- CMS in Retail Banking

Who Is This Vendor Assessment For?
NelsonHall’s CMS in retail banking industry sector profile on Firstsourceis a comprehensive assessment of Firstsource’s retail banking sectorcustomer management services (CMS) offerings and capabilities,designed for:
Sourcing managers monitoring the capabilities of existing suppliers ofCMS to serve the retail banking sector and identifying vendorsuitability for CMS RFPs
Vendor marketing, sales and business managers looking tobenchmark themselves against their peers
Financial analysts and investors specializing in the support servicessector.

Key Findings & Highlights
Firstsource Solutions Limited (Firstsource) is a public companyheadquartered in Mumbai, India, and listed on the Indian National StockExchange (NSE) and Bombay Stock Exchange (BSE). Firstsource wasfounded under the name ICICI Infotech Upstream Ltd in 2001, by IndianICICI bank as a captive. In 2006, the company was rebranded asFirstsource, and the following year was made an IPO. In 2012, the $1.2bnIndian RP-Sanjiv Goenka Group purchased a majority share inFirstsource. Today, through its subsidiary Calcutta Electric SupplyCorporation, RP-Sanjiv Goenka owns approximately 57%, while ICICI bankowns close to 5%.Firstsource has ~24k employees across 46 delivery centers in fivecountries. In addition to customer management services and collections,it offers claims processing services and revenue cycle managementservices to the U.S. healthcare payer and provider sectors.In 2002, Firstsource began supporting the retail banking industry sector.Its initial client in retail banking was Lloyds Banking Group. It begansupporting credit card companies in 2007.It provides delivery to its CMS retail banking clients from the followinglocations: U.S., U.K., India, and the Philippines.

Scope of the Report
The report provides a comprehensive and objective analysis ofFirstsource’s retail banking offerings, capabilities, and market andfinancial strength, including:
Identification of the company’s strategy, emphasis, and newdevelopments
Analysis of the company’s strengths, weaknesses, and outlook
Revenue estimates
Analysis of the profile of the company’s CMS retail banking customerbase, including the company’s targeting strategy and examples ofcurrent contracts
Analysis of the company’s retail banking sector CMS offerings andkey service components
Analysis of the company’s delivery organization including thegeography of delivery locations used for CMS retail banking sectorclients.


1. Background
2. Revenue Summary
3. Key Offerings
4. Delivery Capability and Partnerships
4.1 Partnerships
4.2 Technology
5. Target Markets
6. Strategy
7. Strengths and Challenges
7. 1 Strengths
7. 2 Challenges
8. Outlook

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