Transcript Offshoring - Métier stratégique du maroc Enjeux et opportunités

INTELCIA – A STORY OF GROWTH AND INTERNATIONAL
DEVELOPMENT
Personal background
+ 25 ans years experience in the ICT sector
Managing director, Chief Operations Officer, Board member and Shareholder at
Intelcia since March 2007
2007 – Managing Director, COO, Intelcia
2005 – Country manager – Microsoft Morocco
2001 – Entreprise and Partners group Director, Microsoft North Africa
1998 – Internet and Data Director, Maroc Télécom
1995 – ITS Manager –Al Akhawayn University
1990 – Consultant in systems and networks – IBM
Education – Computer Science at Ecole Mohammedia des Ingénieurs
Snapshot of the offshoring/outsourcing
sector in Morocco
• ~ 300 local and international companies in ITO, BPO
and CRM
•
~ 65 000 employees (85% in CRM and 10% in ITO)
• >7,5 billion DH revenues generated/year
 6th sector in Morocco in exports
 2% of GdP
 5% of GdP growth in 2012
• Strong growth YOY during 10 years (~20%/year) until
2012
• Small decrease in 2013, flat since then
3
A strategic sector with a strong social impact
•
A major provider of jobs for young people
•
A contributor to the development of a midlle class in Morocco
•
A sector that promotes women:
women
•
Emergence of a managers pool: ~ 9 000 managers developed
(operations, IT, quality, methods and organisation, training,
human resources, finance, etc)
•
Quick opportunities for evolution: from IC roles to senior
management roles in few years
•
Strong investment in training
employability of the resources:
•
> 50% of employees are
and
improvement
of
Soft skills, technical skills, management, financial skills,
reporting and analysis, quality, …
4
INTELCIA – A STORY OF GROWTH AND
INTERNATIONAL DEVELOPMENT
Avril 2014 / Offshoring - Métier stratégique du Maroc / © Intelcia 2014 All rights reserved
WHO WE ARE
•
A solid and ambitious group
•
A committed partner to its customers
•
A company with a strong human focus
6
INTELCIA, A SOLID AND AMBITIOUS PLAYER
INTELCIA KEY DATES
2000

TWW
creation in
partnership
with
Transcom
2006



Buy-out of
Transcom shares
by the Moroccan
partners
Opening of the
second site
« Intelcia » brand
launch
2010




Acquisition of
Eurocall in Morocco.
New site in
Casanearshore
10 years anniversary
+ 1000 employees
2011

Acquisition of
The
MarketinGroup
2012


Intelcia enters the
Top 10 outsourcing
companies ranking
for French speaking
markets
New headquarters:
Intelcia Tower in
Casablanca
(Casanearshore)
2014

Opening of a 4th
site in El Jadida
– Morocco

Opening of a 5th
site in Orleans France
Eurocall : a profitable company
with a major French telecom
client (SFR)
TMG : a group of 3 companies
listed in France (Alternext)
8
A SUSTAINED DYNAMIC GROWTH
Turnover (million euros)
Employees
80
70
63
65
65
68
55
60
3500
3500
3000
3000
50
2500
40
2000
30
20
3800
4000
2500
2000
1500
18
10
500
0
0
2010
1000
1000
2011
2012
2013
2014 F2015
300
2007 2010 2011 2012 2013 2014 F2015
● Important organic growth in Morocco: growth rate of 23% per year in average over the last 3 years
● International expansion of the group with the integration of TMG
● New sites
● El Jadida (Morocco) operational since January 2014
● Orléans (France) operational since november 2014
● Many ongoing development projects in 2015/2016:
● A 5th site in Morocco in Q4 2015 : El Jadida 2
● Opening of 2 sites in sub-Saharian Africa
● Ongoing strategic prospections to expand the company to other markets beyond France
October 2015/ GROUP/ ‘INTELCIA’ © intelcia 2015 All rights reserved
9
A BALANCED SHAREHOLDING STRUCTURE
● In addition to the managers and the historical
shareholders, Intelcia Group shareholding
includes a major institutional investor in
Morocco (CDG Capital, 27.5%)
● CDG Group (Caisse de Dépôt et de Gestion) is
the most important institutional investor in
Morocco, and a major player in the Moroccan
economy
10
A MULTINATIONAL/MULTICULTURAL EXECUTIVE COMMITEE
11
A COMMITTED PARTNER
A DIVERSIFIED BUSINESS EXPERTISE
● An offer based on a strong added value to the customers
● Capacity to serve key clients in 7 different activities
B2B SALES BPO
TRAINING
TECHNICAL SUPPORT
CUSTOMER CARE
INSOURCING
TELEMARKETING
POLLS & SURVEYS
13
THEY TRUST US…
14
STRATEGIC LOCATIONS
Morocco – 5 locations
Casablanca, Casanearshore
Intelcia Tower
1 500 positions
Casablanca, Casanearshore
300 positions
Casablanca, Centre ville,
240 positions
El Jadida
2 sites = 500 positions
France - 5 locations
Dreux
350 positions
Lyon
150 positions
Marseille
190 positions
Orléans
250 positions
Villepinte
60 positions
15
A STORY OF PEOPLE AND VALUES
Transparency
Commitment
Excellence
Innovation
A COMPANY THAT VALUES HUMAN RESOURCES
AND WHERE ‘IT IS GOOD TO LIVE’
A work environment designed for employees well-being
A management based on proximity and company values
Management
par les valeurs
An important investment in the corporate life
+ 70% of the employees
recommend
positively
and proactively Intelcia
Source: Survey NPS 2013 - Group
68% of the employees
who left the company
wish to come back
Survey: 240 employees - Morocco
17
OUTSOURCING OPPORTUNITIES AND CHALLENGES
IN MOROCCO
18
Opportunities for the sector
An annual growth of 5-6% for the next 5 years
• French market growth: today only 25% of the size of the
UK market
• For each new position in France, a position in
Morocco is created
• New growth drivers:

Bank and insurance backoffice activities

New channels of interactions

Personal services
• Other european markets
• Africa
19
Human resources education
A major challenge to sector development ambitions
• Unavailability of resources and high attrition ratios
• French language level
• Training on cultural specificities
• Soft skills
• Mastering of other languages
• Specific training needed for ITO, high value CRM and
BPO – retraining cycles needed
Industry and Education sectors partnership is key to success
20
LIVIN’ together in Intelcia
YOUR SUCCESS, OUR PASSION
facebook.com/IntelciaGroup
Intelcia TV
Linkedin.com/company/intelcia-group
Twitter.com/intelcia_group
22