AI-native media operations that scale as fast as your content does
AI-native workflows across subscriptions, content ops, rights and royalties, and advertiser back-office live in production.
What Firstsource Consulting provides is a team of experts who can be real partners with us in driving innovation.
WHY THIS MATTERS
The forces straining media back-office operations
Subscription economics, content supply chain complexity, and manual rights and royalties processing are driving cost through media back-office that has not kept pace with the front-end transformation.
AI EXECUTION GAP
95%
of GenAI pilot programs fail to produce measurable financial impact—in media, where subscription and advertising operations need to move at the speed of content, a failed AI program has immediate commercial consequences.
MIT NANDA / Stanford Digital Economy Lab, Enterprise AI Playbook, 2026
MANUAL DATA COST
$28,500
per employee annually—in media, rights and royalties data operations, advertiser billing, and subscription processing are still running on manual workflows that scale with headcount, not volume.
Parseur / QuestionPro, Manual Data Entry Survey, 2025
MARKET ACCELERATION
$562B
forecast value of the back-office BPO market by 2033, growing at 8.7% CAGR—media back-office is one of the fastest-growing segments as streaming and digital advertising scale.
DataHorizzon Research, Back-Office BPO Market Report, February 2026
PROVEN OUTCOMES
Media back-office outcomes from live operations
Real proof from streaming, news media, and broadcast operations — cost, volume, and content ops.
40%
cost savings
A renowned US news brand achieved 40% cost savings through AI-native workflow redesign—with no drop in subscriber satisfaction or operational quality.
1
of the top 2
Delivering subscription operations, content support, rights and royalties administration, and advertising operations for one of the UK's leading broadcasting and media organizations.
$75M+
savings
Process intelligence applied across media subscription and content operations, backed by certified specialists and experience from hundreds of transformation engagements.
200M+
customer interactions
More than 200 million customer interactions flow through Firstsource media operations each year, spanning subscriber service, digital engagement, and content support across streaming, news, and broadcast.
CLIENT SPOTLIGHT
A renowned US news organization cut operating costs by 40%
How a digital-first redesign of subscription operations improved efficiency without compromising subscriber experience.
A renowned US news brand was carrying the cost of an operating model built for a different era of subscriber behavior. As digital engagement grew, operating costs continued to rise without a corresponding increase in value.
Firstsource reimagined the subscription operations model to better align with modern subscriber expectations and business economics. The transformation reduced operating costs by 40% while maintaining subscriber satisfaction and service quality.
Firstsource reimagined the subscription operations model to better align with modern subscriber expectations and business economics. The transformation reduced operating costs by 40% while maintaining subscriber satisfaction and service quality.
40%
cost savings
HOW WE OPERATE
Five layers running your back office
Each layer is a distinct stage of how work moves through your operation — linked to the full story.
Intake and capture
We capture, classify, and route subscriber documents, rights agreements, advertiser briefs, and content assets across operations. This helps media organizations manage growing volumes while maintaining service levels and operational control.
Processing and adjudication
We apply subscription billing rules, rights agreement requirements, and advertiser contract obligations consistently throughout operations. This reduces downstream errors and improves accuracy across the media value chain.
Operations delivery
We provide subscription operations, content operations, rights and royalties administration, and advertising back-office functions through accountable delivery models that combine automation, oversight, and operational expertise.
Intelligence and optimization
We use Process Intelligence to help media organizations uncover inefficiencies across the subscription lifecycle and content supply chain. This draws on experience from hundreds of transformation engagements and millions in identified value opportunities.
WHAT WE RUN
Subscription, content, rights, and advertiser back-office
From subscription lifecycle through rights and royalties—every media back-office function, with AI-native workflows at the speed the content business demands.
SUBSCRIPTION OPERATIONS
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Acquisition, billing, renewal, and cancellation
We support subscriber onboarding, billing dispute resolution, renewal processing, and cancellation management. AI-assisted automation handles high-volume routine work, while specialists manage exceptions.
CONTENT OPS SUPPORT
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Content supply chain, metadata, and QA
We support content ingestion, metadata tagging, quality assurance, and content supply chain operations. AI-native workflows are designed for the volume and velocity of streaming and digital publishing.
RIGHTS AND ROYALTIES OPS
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Structured intelligence from rights data
We support rights agreement processing, royalties calculation, licensing data operations, and rights conflict identification. This turns unstructured rights documents into structured, queryable data.
ADVERTISER BACK-OFFICE
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Campaign ops, billing, and reconciliation
Advertiser campaign operations, billing processing, and reconciliation with AI-assisted validation reducing manual errors in the advertiser billing cycle.
VIEWER AND SUBSCRIBER DATA OPS
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Compliance-first data management
We support subscriber data management, segmentation, and analytics data operations. GDPR and CCPA compliance are built into every data workflow from intake.
PROCESS INTELLIGENCE
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Process mining across subscription and content operations
We apply process mining across the subscription lifecycle and content supply chain. This exposes where costs are hiding, where delays compound, and where automation can change the economics.
TRUST & COMPLIANCE
Compliance built in from the first document
Every IBO engagement is architected inside the relevant regulatory framework from day one.
Regulatory frameworks
Content rights and subscriber data frameworks
GDPR (UK / EU)
CCPA · Ofcom
DPA 2018
PCI DSS
CAN-SPAM
Certifications
HITRUST CSF
SSAE 16 (SOC 1 Type II)
SOC 2 Type II
PCI DSS V3.2
ISO 27001
ISO 22301 BCMS
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
Building a strong foundation for growth: how a leading dental plan transformed operations with strategic partnership
Discover how a leading dental plan partnered with Firstsource to transform operations, reduce costs, improve CSAT, and enable scalable growth through AI and a hybrid delivery model.
Contact Us
Your media back-office costs are scaling with headcount. They do not have to.
Diagnosed from your actual subscription and content workflow data — not a generic media operations audit.
- Diagnosed by operators running media subscription and content ops not advisors reviewing your cost model.
- AI-native workflows deployed in weeks: domain knowledge already loaded for subscription and content operations.
- Priced on the cost reduction it delivers, not the headcount it takes.