Case studies
Customer stories
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.
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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.
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.
Chrystie Leonard, Chief Customer Experience Officer at GHX
17 years of shared values and true partnership — helping GHX scale and evolve through technology.
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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™.
Garth Dixon, Director of Transportation Data Operations at Truckstop
Turning data into insights that power smarter, more efficient operations for Truckstop.
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.
Case studies
Delivering 1 million AI tasks in 5 weeks: Firstsource enhances GenAI model with 98% accuracy
Global educational assessment leader partners with Firstsource to evolve its CX to be digital-first, achieving 25% savings and 20% increase in customer satisfaction
Global educational testing leader establishes a world class GCC with Firstsource to glocalize innovation and operations
Alt-net provider clears initial email backlog and scales CX operations in line with 4X business growth
Firstsource drives expanded outsourcing partnership with rapid deployment of UK motor finance collections
Rapid improvement in GenAI models using high quality, multilingual STEM content, with 100% quality compliance for a global tech giant
