NAME OF THE ORGANIZATION: BHUSHAN SOLICITATION SERVICES

ENTREPRENEUR TEAM NAME: Kumar Nishi Bhushan

Nupur Gupta
Kumar Bibhuti
Chavi Chawala
Sonal Chauhan

ADDRESS: TALEGAON, PUNE, MAHARASHTRA (INDIA)

TEL: 02041209967, 09623426583

E-MAIL: bss_pune@bss.org

WEBSITE: www.bsspune.org

YEAR: 2011-12

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Table of Content:

S NO Topic Page No

1 Executive Summary 3

2 Mission, Vision & Objective 4

3 Company Ownership & Organization Structure 5

4 Market Analysis 6

5 Start-up Summary 7

6 Financial Consideration 8-9

7 Market Segmentation 10

8 Competition & Buying Patterns 11

9 Sales Strategy & Forecast 12

10 Management Summary 13

11 Financial Plan 14

12 Break Even Analysis 15

13 Projected Balance Sheet 16-17

14 SWOT Analysis Of BSS 18

15 Conclusion 19

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Executive Summary

Introduction
Bhushan Solicitation Services is committed to provide top quality call center services 24 hours-
a-day to their clients. A service that provides our clients with the greatest chance of
communicates with their end customers. We do B2B and B2C services including both inbound
and outbound calls. We have a dedicated and well trained cadre of customer support specialists
who are able to consistently provide excellent services delivered in a timely and cost-effective
manner.
Whatever a client's customer relations goals are: quantifying sales leads, taking orders,
responding to ad inquiries, market research, or general information requests, BSS has the people
with the expertise to professionally service those needs.
The Company
BSS will be a limited liability partnership registered in the New Delhi. It is started by Kumar
Nishi Bhushan, an MBA graduates from Bharati Vidyapeeth University, Pune.
The company has a limited number of private investors and does not plan to go public. The
company has its main offices in Talegaon, Pune. The facilities include office spaces, conference
rooms, and a phone center. The company expects to begin offering services in June of the Year
2011.
The Services
BSS offers a wide range of call center service including both inbound and outbound calls. We
provide bilingual services in both English and Hindi. The most common needs that we can fulfill
are:
• Generate sales leads
• Set appointments
• Market research
• Surveys (including statistical analysis and political surveys)
• Business development
• Point-of-sale product promotion
• Seminar and conference invitations
BSS is not a telemarketing company; we do not create the marketing campaigns for our clients.
Experience has shown that many companies desire to create their own marketing campaign since
they already have marketing personnel with extensive contact and experience in the industry.

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Mission
It is the mission of BSS to provide our clients with top quality call center services 24 hours-a-day
that provide the greatest chance of communicating with end customers. We do B2B and B2C
services including both inbound and outbound calls. We have a dedicated and well trained cadre
of customer support specialists who are able to consistently provide excellent services delivered
in a timely and cost-effective manner.

Vision
“To become a number one call centre in western India in next five years”

Objectives
The three year goals for Bhushan Solicitation Services are:
• Achieve break-even by year two.
• Establish long-term contracts with at least four clients.
• Establish minimum 95% customer satisfaction rate to form long-term relationships with our
clients and create word of mouth marketing.

Keys to Success
BSS's keys to long-term survivability and profitability are:
• Create long-term contracts that demand constant monitoring or on-call services.
• Keeping close contact with clients and establishing a well functioning long-term
relationship with them to generate repeat business and obtain a top notch reputation.
• Establish a comprehensive service experience for our clients that include consultation,
progress reports and post-program feedback.

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Company Ownership
The company will have a number of outside private investors who will own 27% of the
company's shares. The rest will be owned by the senior management including Kumar Nishi
Bhushan, (22%), Ms. Nupur Gupta (12%), Mr. Kumar Bibhuti (12%), Ms. Chavi Chawala (8%)
and Sonal Chauhan(7%). All other financing will come from loans.

Organization Structure:
The BSS would have the following organization structure:

The Market
India accounts for over 40% of the global BPO market. Of the top 10 BPO destinations in the
world, five are in Asia, with India's dominant share ensuring that nearly 26% of South Asia's
exports come from services. Within services, the key segments are business process outsourcing
and short- term migration.
The BPO industry in India doubled in size last year, to $6.3 billion, and is expected to clock 37%
annual growth over the next five years. Large multinational companies have demonstrated their
growing confidence in Call Center Outsourcing and in India as an outsourcing hub, by signing
multi-million-dollar, long-term BPO contracts with trusted Indian outsourcing service providers.

BSS plans to enter into two market segments. First, we will work in the medical services
industry since they have a high need to maintain contact with their patients at all times. We will
also be working as a first level help desk for a number of small high-tech companies, and be
taking on short-term projects such as surveys from small clients.

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Market Analysis Summary
The telemarketing industry is a growing industry with most companies having an annual growth
between 6.5% and 8%. This is due to businesses that are becoming increasingly aware of the
need for market information and the desire to reduce customer turnover rates in a hard hit
economy. A significant trend in this industry is the growing number of clients who wish to
outsource telemarketing functions to client companies instead of developing such infrastructure
in-house. This makes for an excellent opportunity for BSS. However, long-term analysis of
growth rates in this industry show a cyclical pattern and BSS does not expect this high growth
rate to continue.
The telemarketing industry is quite fragmented with companies that vary greatly in size, scope,
services offered, and market share. Many companies are general advertising agencies that offer
telemarketing services along with a wide range of other consulting services. In addition, many
companies, still not realizing the potential advantages of outsourcing, choose to develop their
own telemarketing services.

Start-up Summary
Start-up assets required are shown in the tables below. This includes expenses and the cash
needed to support operations until revenues reach an acceptable level. Most of the company's
liabilities will come from outside private investors and management investment.

Particulars In Rs.

Expenses 25000

Assets 145000

Investment 1000000

Loans 80000

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Financial Considerations
Start-up assets required are shown in the tables accompanying the Start-up Summary topic. This
includes expenses and the cash needed to support operations until revenues reach an acceptable
level. Most of the company's liabilities will come from outside private investors and
management investment, (through venture capital). However, we have obtained current
borrowing from Oriental Bank of Commerce the principal to be paid off in Seven year. We also
have a line of credit from ICICI Bank that we can draw upon if need be.
The company expects to reach profitability in year two and does not anticipate any serious cash
flow problems. We conservatively believe that during the first three years that about three
ongoing contracts per month will guarantee a break-even point.
We are expecting the following sales figure in first starting three years:

Year Sales (in Rs.)

1 300000

2 420000

3 580000

We are expecting the following net profit in first three years:

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Year Net Profit (in Rs.)

1 -50000

2 -20000

3 50000

Market Segmentation
Virtually every company, both large and small requires some form of telemarketing at some
point. Often it is a survey to determine customer satisfaction or awareness. Sometimes it is
effectively communicating an upcoming event such as a conference.
Other companies wish to know if telemarketing is a feasible method of sales generation. One of
the new uses for call centers is in first level help desk services. About 75-80% of all technical
problems faced by end customers can be solved by non-technical customer service
representatives who are familiar with a computer or technical system and who have a scripted set
of procedures to solve most common occurring problems. This is where an outsourced call center
can save a client a large amount of money and allow a reduction in personnel needed on call 24
hours-a-day.
BSS plans to enter into two market segments. First, we will work in the medical services
industry since they have a high need to maintain contact with their patients at all times. We also
will be working as a first level help desk for a number of small high-tech companies.
Mr. Bibhuti and Ms. Nupur have already signed contracts with Shyadri Hospital and Neeta
Travel Agency. Our customer service representatives are already in the process of receiving
hands-on training from these two organizations to meet their needs. We will also be taking on
short-term projects such as surveys from small clients.

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Once we have established a good working relationship with these initial clients, we will leverage
our reputation and profitability into new contacts and contracts with other local companies. Our
ultimate goal is to service the entire west region of India and become the company with a
dominant market share. Later, as we expand to a west scope, our future business plans will
include all of our potential clients in this area.

Competition and Buying Patterns

Competition
Competition includes all potential call centers and telemarketing agencies across the country. In
addition we have indirect competition from organizations that handle all their telemarketing in-
house. Practically speaking, this means we have the greatest threat from the largest telemarketing
agencies such as V-customer, Yellow Box, Page Point and other big, nationwide call center
companies that hold significant market share. The call center industry is highly fragmented, with
a large number of small companies that mainly cater to small firms and a few large companies
that seek the largest contracts from companies such as Ranbaxy, Kingfisher, and Marriott Hotel
etc. This makes competition within the industry very intense. Through our focused strategy of
serving niche markets such as help desk services, we intend to avoid such a debilitating
environment and avoid its drawbacks such as price wars, and etc.

Buying patterns and needs

Companies usually enter into contracts with call center firms based on their reputation of
professionalism and effective campaigns in the past. This reputation is difficult to obtain by new
firms unless its personnel bring it with them from previous companies such as ours. Price and
scope are also important reasons for accepting contracts, especially if the company is small.

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Strategy and Implementation Summary
Bhushan Solicitation Services' business strategy is to enter into a focused approach to its services
rather than being everything to its clients. Our company does not intend to be a telemarketing
consultation firm, nor will it ever become so. We are a call center firm that simply implements
telemarketing campaigns or help desk functions for its clients. These services are where we can
offer a higher standard of quality to our clients. This will allow us to charge a higher profit
margin for these differentiated and more focused services.
Marketing Strategy
BSS has already concluded two contracts with local companies requiring 24 hour call center
services. These will provide us with initial revenue and the chance to build our reputation. Our
company intends to use testimonials from such clients to build further contracts. We have begun
to establish our presence using various marketing methods such as flyers, cold calls, B2B
contacts, and we will be attending conventions and other events as well.

Sales Strategy
BSS's management will be focusing on leveraging its employee's established reputations and
contacts in the telemarketing industry to generate contracts. Both Mr. Bibhuti and Mr. Kumar
Nishi have been in the industry from three years and experience shows that many of their
existing clients will still wish to work with them despite having to establish a new contract with
BSS. We also understand that we may need to lower costs in our first couple of years in order to
attract new customers and close deals.
In addition to our first contracts with Shyadri Hospital and Neeta Travel agency, Mr. Bibuti and
Ms. Nupur has been actively seeking to acquire a large contract with Marriott hotel. This
company is the largest event organizing firm on the West coast and has been seeking a call
center firm for a customer survey project to be launched in the near future. BSS believes that its
chances for acquiring this contract are excellent.
Sales Forecast
Sales are based on the various contract projects we anticipate acquiring in the various market
segments. Revenues are based on average costs per project/contract based on estimated time and

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complexity of contract plus and undisclosed profit margin. The company does not have any
significant direct costs of sales.
We anticipate that our most attractive target markets, medical services and help desk clients will
provide us with significant early revenue. As time goes on, and we acquire more customers, the
percentage of short-term and other projects will increase.

Management Summary
The company will have four officers including our president, Mr. Kumar Nishi Bhushan. Our
head of operations will be Mr. Kumar Bibhuti , plus 12 customer service representatives.
Finances and general admin will be handled by Ms. Chavi Chawala.
The company plans to hire additional service representatives and administrative personnel as we
begin to get large numbers of contracts.
Personnel
BSS's management brings to the company strong capabilities in contract negotiation, project
management, telemarketing, and a unique combination of skills drawn from other businesses.
Key Personnel of BSS, Background Details are as:

Name Age Qualification Designation Professional

Work Experience

Kumar Nishi Bhushan 23 MBA Chairman & MD 2.5 Yrs

Nupur Gupta 29 B.Tech & CEO 7 Yrs

MBA

Kumar Bibhuti 28 M.Tech & Head of Marketing & 6 Yrs

MBA Operations

Chavi Chawala 27 MBA & ICWA Head of Finance 3 Yrs

Sonal Chauhan 23 MBA Head of Administration & 2 Yrs

HRD

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Financial Plan
Our financial plan anticipates two years of negative profits as we gain sales volume. We have
budgeted enough investment to cover these losses and have an additional credit line available if
sales do not match predictions.

Important Assumptions
We are assuming approximately 75% sales on credit and average interest rates of 10%. These are
considered to be conservative in case our predictions are erroneous.

General Assumptions

Year 1 Year 2 Year 3

Plan Month 1 2 3

Current Interest Rate 10.00% 10.00% 10.00%

Long-term Interest Rate 10.00% 10.00% 10.00%

Tax Rate 30.00% 30.00% 30.00%

Other 0 0 0

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Break-even Analysis
Our break-even analysis is based on the assumptions that our gross margin is approximately
100%. In other words, we will have insignificant direct cost of sales. Since each contract will be
of different scope, length, and complexity, it is difficult to assign and average per unit revenue
figure. However, it is conservatively believed that during the first three years, average
profitability per month per segment will be moderate. This is because we will be dealing with
smaller companies at first that have smaller contracts. We expect that about three ongoing
contracts per month will guarantee a break-even point.

Break-even Analysis

Monthly Revenue Break-even Rs. 27,234

Assumptions:
Average Percent Variable Cost 0%
Estimated Monthly Fixed Cost Rs. 27,234

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Projected Balance Sheet
The following table shows the projected balance sheet for BSS.

Assets Year 1 Year 2 Year 3

Current Assets

Cash 38494 317 22949

Account Receivable 49450 75242 104058

Other Current Assets 3500 3500 3500

Total Current Assets 91444 79059 130507

Long Term Assets 25000 25000 25000

Accumulated Dep. 0 0 25000

Total Long Term 25000 250000 22500

Assets

Total Assets 116444 104059 153007

Liabilities & Capital Year 1 Year 2 Year 3

Current Liabilities

Accounts Payable 11435 11100 13563

Current Borrowings 36000 42000 34000

Other Current 0 0 0
Liabilities

Total Current 47435 53100 47563

Liabilities

Long Term Liabilities 55000 55000 51000

Total Liabilities 102435 108100 98563

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Paid-in Capital 103000 108000 108000

Retained Earnings (27700) (88991) (112041)

Earnings (61291) (23050) (58485)

Total Capital 14009 (4041) 54444

Total Liabilities & 116444 104059 153007

Capital

Net Worth 14009 (4041) 54444

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SWOT Analysis of BSS:

A SWOT analysis is a tool that business planners use to gauge an organization and its
environment. SWOT stands for strengths, weaknesses, opportunities and threats. Here, the
SWOT analysis of BSS:

STRENGTHS:

 Young and Energetic team with good mixture of experience.

 Ready to provide 24*7 satisfactory services
 Comprehensive Financial and Marketing Strategy will be able to help any unpleasant
situation

WEAKNESS:

 Lack of large amount of fund, can delay the expansion

 A less known service provider in the market
 May be face difficulties in understanding of culture

OPPORTUNITIES:

 A large of probable customers is in Pune city

 Chance of market penetration and acquisition of new of Clients is more, once we satisfy
our initial customers
 In western India market for call centers is still untapped

THREATS:

 Existing customers can harm the interest of company

 Any Unpleasant change in policies & Procedure of government at domestic level or at
international level can make the situation worse for BSS
 Rapidly changing in technology & Trends, can be threat for company

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Conclusion:
A Business Plan is the foundation, or blue print towards the establishment and growth of
a new business, particularly in the later stages of growth. A business plan is an essential
tool for companies raising capital - and plan needs to be “investor ready”.

Our business plan documented professionally and prepared to meet the needs of the
Venture Capitalists. In our business plan, we are able to see our own project through the
investor's eye and it is also able to answer all the concerns of a potential contributor.

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