One of the biggest setbacks for vCustomer during the year was the loss of the HP account, which accounted for a big chunk of the company's revenues. A loss of 1,200-seats is clearly reflected in the decline in revenue growth. Nevertheless, the development led to a strategic shift towards de-risking by reducing dependence on few key customers as it diversified into multiple portfolios with 300-400 seat accounts each.

The company also shifted focus from providing simple customer support to offering value added services like business analytics, business process management and knowledge services. It forayed into new geographies and entered the European market by setting up its first sales and marketing office in the UK. What this meant was a shift from a 100% US-centric business to a 90:10 ratio between US and Europe.

• Re-christened vC Labs (an independent entity) as vCustomer Technologies and merged it with vCustomer to provide strategic growth through value-added services
• Increased headcount by 700
• Acquired four UK-based clients (of the overall six)

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CEO: Sanjay Kumar

l Start-up Year: 1999 l Processes: Technical support, inbound sales, transaction processing, customer support, back office operations, IT helpdesk l Employees: 3,000 l Facilities: 4 l Address: B1/G3, Mohan Coperative Industrial Estate, Mathura Road, New Delhi 110044 l Tel: 4053200 l Fax: 41678537 l Website: www.vcustomer.com

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