What We Do

Business Transformation
Case Studies
 
 
 
"Working with Firstsource has been a pleasure from start to success. Planning and implementing was a breeze due to great collaboration and communication and the ongoing effort has never waned or faltered which has led to new success stories as we optimised time and time again to reduce cost, improve customer satisfaction and ultimately drive ROI. Firstsource has been fantastic at giving us business insight and value that has meant we could change areas of the business that led to more happy customers going down a self service route with less issues."

Edoardo Selmi

Business Partners Manager Liveperson

Change vs Transformation

Incremental change will deliver incremental benefit. Business transformation will deliver long term sustainable value.

We believe in transforming business operations through simplicity of process, the agility of your people and realising a lower cost to serve. A combination of our deep domain operational expertise linked to a suite of enabling tools and technologies enables us to drive excellence and efficiency, and enhance shareholder value.

Today’s customer expects more than ever in terms of a seamless multi-channel experience.
Back office processes are too often ignored as companies focus on direct growth and customer acquisition. But a poor Back Office set up can lead to inefficient processes, higher costs, lower productivity and poor customer experience.

Making a difference

Firstsource provides back office solutions to clients who are keen on driving efficiency, improving customer experience and reducing costs. This helps clients focus on their core competencies instead of processing transactions.

We can transform clients’ back office operations to improve efficiency, productivity, reduce costs and deliver better customer experience.

Firstsource leverages its operational excellence in back office process automation, process engineering, technology and analytics to deliver transformational change to clients.

Leading US not-for-profit Health Plan Provider
Leading UK Financial Services Provider

Delivering 98% Accuracy in Claims Adjudication Process for leading US Healthcare provider

One of America’s leading self-insured, not-for-profit associations providing health and dental plans to federal employees and their families needed additional resources to facilitate business growth. The association needed to increase resources in both Customer Service and Claims Adjudication immediately. Firstsource supported the business growth with increased assets in a timely and cost efficient manner. After assessing the situation, Firstsource committed to hiring additional Customer Service resources and claims examiners to support the client’s business requirements. Partnering with the client’s teams, Firstsource deployed an effective project plan and delivered fully trained resources within 90 days.

Firstsource enabled enhanced First Call Resolution (FCR) through highly skilled and dedicated Customer Service agents. Firstsource also improved the turn-around-time, inventory management with highly skilled claims examiners who are experienced in managing complex claims and adjustments. Firstsource delivered 98% in claims accuracy SLA for the client in addition to 85% of all calls answered within 30 seconds.

Firstsource partnership secures 90% increase in customer satisfaction for UK financial service provider

Firstsource successfully transitioned the customer management operations for one of the UK's largest financial service providers to ensure customer experience goals were met at lower costs. The partnership, encompassing 2600 roles across 2 markets, 4 centres, 23 work streams and multiple lines of business, significantly improved the client's customer satisfaction (CSAT) scores and generated substantial savings.
Firstsource set up an offshore center in Manila, Philippines and helped transfer the client's US & UK operations with nearly 1,000 employees. Given the scale of operations, it required a centralized framework for change management. With an onshore site in the UK, 650 of the client's employees were transferred to Firstsource under TUPE guidelines.

The partnership improved customer satisfaction score (CSAT) from 8% to 98%, a remarkable 90% increase. The completion of the two lift outs resulted in a strategic partnership with Firstsource. The client was able to accrue considerable savings over the contract period, with a $6.4 million upfront payout from the US lift out and $16 million from the UK lift out.

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