Transformation on dated processes just fails faster
We rebuild process for how work gets done today, and will get done in the future.
Firstsource's consulting deliverable is at par, if not better, than any Big 4 consulting deliverable.
WHY THIS MATTERS
Where the process transformation gap lives
Three forces pressing every operations leader who has tried to transform and stalled.
AI demands operations overhaul
80%
of CEOs say AI will force a high to medium degree of change to their operational capabilities. The transformation mandate is immediate, not a 2028 roadmap item.
Gartner CEO Survey, April 2026
Redesign is the gap
3X
AI high performers are nearly 3X more likely to have fundamentally redesigned their workflows alongside AI investment. Most companies skip that step. That is where the ROI goes.
McKinsey State of AI, November 2025
Operations AI mostly fails
28%
of AI use cases in infrastructure and operations fully deliver ROI. 57% of operations leaders have suffered at least one AI failure. The process underneath is almost always why.
Gartner I&O Survey, April 2026
PROVEN OUTCOMES
What changed for our clients
Numbers from real process transformation engagements. All outcomes, no projections.
$5.2M
savings realized across healthcare claims adjudication via process mining and digital twin.
45%
reduction in direct costs for a leading FinTech through process redesign and right-shoring,
40%
reduction in average call time for a global telecom via automation and process re-engineering.
20%
reduction in claims adjustment rate for a major US healthcare payer after process redesign.
OUR APPROACH
From process diagnostic to live operation, we stay the course
Most programs automate the broken workflow. We redesign the process first.
01 - Discover
Process discovery
We map what is actually happening using process mining and live system data. Every variant, every bottleneck, and every exception path, quantified against peer benchmarks.
02 - Design
Workflow redesign
We rebuild workflows for AI-native operations before any automation goes in. Future-state designs come from diagnostic findings, not just industry templates.
03 · Build
Automation build
Process-first, technology-second. We architect and deploy robotic process automation, agentic AI, and generative AI co-pilots to fit the redesigned workflow.
04 - operate
Digital twin
A live replica of your operation monitors performance, detects variance, and drives continuous improvement after go-live, without restarting the whole engagement.
WHO WE SERVE
Sectors where process transformation landed
Process work delivered across every major sector where we also run operations.
Communications
Provision, bill, serve. Faster.
Process redesign across order management, provisioning, billing, and customer service for telco, wifi, and broadband operators. Automation mapped to the redesigned workflow, so call times and truck rolls drop together.
Edtech
Learner to ledger, redesigned
Process redesign and automation across admissions, enrolment, and learner support, alongside finance, compliance, and workforce operations. Built to scale student volume without scaling the back office.
Banking & financial services
Origination to compliance, rebuilt
Process mining and digital twin across client onboarding, KYC, lending, and risk operations. Workflows redesigned for AI-native automation that cuts cycle time and cost-to-serve without breaking audit trails.
Health Plan
Claims adjudication, redesigned to pay.
Process mining across claims surfaces the true cost of exception paths and adjustments. Adjudication workflows rebuilt for AI-native automation, with digital twin modeling the savings before a single bot is deployed.
Healthcare Provider
Patient access to revenue cycle, redesigned
Workflow redesign across scheduling, prior authorization, clinical documentation, and revenue cycle. Administrative burden removed at every stage so clinicians spend more time with patients and less with the system.
Media
Content and subscriber ops, built lean
Workflow redesign and automation for streaming services and publishers. Content supply chain, subscriber lifecycle, and ad ops rebuilt to handle volume without proportional cost growth.
Customer Story
Claims adjudication rebuilt with process mining and digital twin
Most programs automate the broken workflow. We redesign the process first.
A top-10 US health plan engaged Firstsource to redesign its claims adjudication process. Process mining across two years of historical claims data surfaced the true cost of every exception path. A digital twin of the claims operation modeled the impact of improvement initiatives against industry benchmarks, identifying opportunities to reduce costs and claims adjustment rate.
Outcomes we own
$5.2M
claims savings realized
20% down
claims adjustment rate
HOW WE WORK
Transform. Implement. Operate.
Three phases. One continuous motion. Select a phase to see how it works in process transformation.
See the process as it actually runs, not as it was last documented
Before a single workflow is redesigned, we immerse in what is actually happening. Kairos Operations Intelligence sensors map every process variant and bottleneck from live data, benchmark your operation against peer performance, and produce a prioritized opportunity map your leadership can act on in 90 days.
Discover process diagnostic
- Process mining from live system logs and transaction data: variant mapping, exception paths, and handoff costs
- Bottleneck identification with quantified cost and cycle time impact per process failure mode
- Benchmark against peer operations in your sector to locate the real performance gap
- AI readiness assessment for the specific processes in scope
As-is process map | Peer benchmark | Opportunity map| 90-day action plan
Rebuild the workflow before the automation goes in
We define the future-state process in precise terms, design every dimension of the workflow that needs to change, and implement with a business case your CFO can defend. Our solution designers stay accountable to the outcomes they specified throughout delivery.
Design future-state workflow design
- Future-state process design built from diagnostic findings, not templates.
- Automation and AI architecture mapped to the redesigned workflow, not the old one.
- Business case with realized-value model, benefit owners, and realization timeline.
- Success metrics tied to the business outcomes your board tracks.
Build automation and deployment
- Robotic process automation, agentic AI, and generative AI co-pilot implementation.
- Phased delivery with milestones, benefit tracking, and risk controls.
- Change management across every level of the operation touched by the redesign.
Run the process we redesigned together
Our consultants lead deployment and stay through it. Where the client wants it, we run the redesigned process in steady-state operations. Kairos compounds intelligence with every process decision made, so the operation gets measurably more efficient over time without restarting the engagement.
Run steady-state operations
- Deployment led by the team that designed the future-state process
- Benefits tracking measured against the committed business case, reported on cadence
- Digital twin monitoring for variance detection and continuous correction
- Transition to steady-state operations where the client requires it
TESTIMONIAL
Firstsource CX strategy deliverable was super comprehensive and thorough, one of the best I have seen.
What Firstsource Consulting provides is a team of experts who can be real partners with us in driving innovation.
Firstsource's consulting deliverable is at par, if not better, than any Big 4 consulting company deliverable.
INSIGHTS
Latest from the Firstsource team
Insights from the field, real operations, real outcomes, and perspectives from the people making it work in live operations.
Case Study
The Baltimore Banner achieves 70% cost reduction through an optimized hybrid operating model
Firstsource's Insights, Design Experience and Advisory (IDEA) services team comprising news industry SMEs, digital strategy consultants, and program managers designed and implemented a target operating model.
COntact us
Start with discovery
- Rapid diagnostics: AI maturity mapped across your operations.
- Expedited benchmarking: Your position versus vertical peers.
- Fastracked roadmap: Where Kairos creates the most value, first.