case studies and customer storie

Customer stories

NOW TV transformed to 97% digital CX through their strategic partnership with Firstsource

Adrian Heesom, Director of Operations at NOW

Transforming a KPI-driven offshore engagement into a deeply collaborative, culturally aligned partnership that delivered 97% digital customer service and built a truly integrated global team.

ETS launched a Global Capability Center in India in just 3 months with Firstsource

Dennis Stetzel, SVP of Operations at ETS

From evaluation to execution: a trusted, high-impact partnership that launched a fully functional Global Capability Center in India in just three months.

Planet Home Lending achieved 99.8% accuracy in document management and exception resolution with Firstsource

Michelle Krause, SVP of OST Closing at Planet Home Lending

Leveraging deep domain expertise and problem-solving mindset to deliver 99.8% accuracy in document management and exception resolution.

GHX and Firstsource revolutionized healthcare operations through 17 years of trusted partnership

Chrystie Leonard, Chief Customer Experience Officer at GHX

17 years of shared values and true partnership — helping GHX scale and evolve through technology.

Samuel Merritt University reimagined their partnership model for digital transformation through Firstsource's UnBPO™

Dave Lawlor, Executive VP and Treasurer at Samuel Merritt University

Establishing Samuel Merritt University's marketing function, driving digital transformation, and cultivating a culture of experimentation, trust, and AI readiness via UnBPO^™.

Truckstop improved their operational efficiency by 10x with Firstsource

Garth Dixon, Director of Transportation Data Operations at Truckstop

Turning data into insights that power smarter, more efficient operations for Truckstop.

ETS accelerated global expansion through their first Global Capability Center setup with Firstsource using AI and innovation

Gautam Galvankar, AVP of Enterprise Operations Shared Services at ETS

Cementing a trusted partnership by setting up the first Global Capability Center for ETS, and co-driving their global expansion journey.

Montage Health boosted medical collections by 35% with Firstsource

Geneva Stewart, Director of Revenue Cycle at Montage Health

A 35% increase in medical collections for Montage Health — powered by responsive, collaborative partnership.

CareSource scaled Medicaid operations to process 2M+ claims monthly with Firstsource

Holly Hans, Claims Vice President at CareSource

Bringing strategic clarity and deep industry perspective to CareSource — helping shape priorities, guide decisions, and power what's next.

Case Studies and Customer Stories.

Case studies

When a hyperscaler is training the next model behind a search experience, the ground-truth data has to land fast, and it has to land right.

Home rentals marketplace hardens trust with 18 attack vectors

Personal computing leader cleared clinical AI at 12 hospitals

Pharma trial report extraction hits 94% confidence

Autonomous PA agent cuts cycle time 71%

Healthcare claims extraction hits 98% accuracy on unstructured records

Mortgage IDP cleared for auto-approval at 99.4% accuracy

FS chatbot hits 99.3% PII detection across jurisdictions