Businesses can no longer be sustained with traditional methods and systems; legacy systems need to be modernised and digitised. Smart automation is the Firstsource way to transform legacy businesses complete with repetitive manual processes by using cognitive computing. For each client, Firstsource devises a custom roadmap for digitisation and automation. We then deliver this through our market-leading proprietary solution, firstSmartomation, which integrates multiple systems, creates new interfaces and reduces effort on complex operations.
Firstsource harnesses smart automation solutions to create cost-efficient, streamlined, compliant and simplified processes for clients. This allows them to focus on creating improved customer experiences through higher value activity, rather than transaction processing alone, achieving high performance and improved business outcomes.
We offer a broad range of solution offerings which include technologies such as advanced Intelligent Character Recognition (ICR), workflow and case management system, robotic automation, deep machine learning and artificial intelligence, covering both structured and unstructured data, as well as simple to complex processes.
We use third party technologies in artificial intelligence and machine learning to read both semi-structured and unstructured data. By deploying automation behind the scenes, agents are able to concentrate on doing what they do best – delivering the best possible experience to customers.
Our digitisation and automation solutions effectively integrate the following key requirements to deliver end-to-end efficiency and better governance of operational processes, while improving customer experience and engagement:
The client faced challenges related to cost savings, legacy systems and technology, and looked for a partner who could help them overcome these challenges, primarily in their commercial finance business unit. Firstsource successfully delivered a transformational solution framework that helped the client reduce costs, customer complaints and improve NPS.
reduction in overall costs
reduction in customer complaints
credit note, with instant budget benefits
The client partnered with Firstsource in order to create a strategy for the automation of high volume, low complexity processes, while reducing costs. Firstsource's solution achieved significant cost savings, increased productivity and improved data accuracy.
improvement in agent productivity
cost savings per year
ROI achieved on Firstsource's solution
One of the key challenges faced by the client was to process consumers’ complex claim applications and they approached Firstsource to help overhaul their claims processes. Firstsource identified a number of opportunities and solutions around improving training and operational infrastructure, while identifying value-add activities that delivered a reduced claims turnaround time and lower cost to serve.
reduction in average turnaround time
reduction in complex claims backlog, in record time
This prestigious designation is granted only to the best and most disruptive BPO companies
We believe in long term partnerships - over half of our clients have been with us for 7 years or longer
We deliver 24/7 customer support aided by advanced analytics, RPA and cutting-edge technology