Overview
A Fortune 500 leader in financial technology, providing solutions for financial institutions, businesses, and developers, faced operational challenges that diverted focus from their core strengths in innovation and product development. While excelling in financial technology, their contact center and back-office operations struggled with scalability, seasonal demand fluctuations, training ramp-ups, and legacy service delivery models.
In-house operations and existing vendor relationships limited their ability to innovate in customer experience (CX) and leverage emerging technologies like AI. They needed a strategic partner to transform service operations through digital-first solutions, enabling them to focus on their fintech leadership while delivering exceptional customer experiences.
Firstsource partnered with the client to reimagine service delivery through our UnBPO™ approach, combining AI-powered automation, intelligent workflows, and human-centered operations to unlock efficiency and drive measurable business outcomes.
Challenges
The client faced four critical operational barriers:
In-House Operational Constraints: Managing contact center and back-office operations internally created scalability challenges, particularly during peak demand periods. Hiring, training, and ramping up new staff proved time-consuming and costly, limiting operational agility.
Legacy Vendor Inefficiencies: Existing outsourcing relationships delivered minimal innovation while maintaining high cost-to-serve models. Outdated workflows and limited technology integration prevented efficiency gains and created operational stagnation.
Service Innovation Gap: The client needed to prioritize product development and fintech innovation, not operational management. Lack of consultative expertise and AI-driven service transformation limited their ability to scale customer experience improvements while controlling costs.
High Cost-to-Serve: Traditional staffing and workflow models struggled to meet seasonality without inflating fixed costs, resulting in inconsistent service and underutilized capacity.
How We Made It Happen
Firstsource partnered to design a multi-year, outcome-driven transformation roadmap, leveraging deep process expertise, technology, and human-centered operations through comprehensive operational audits and a consultative UnBPO™ approach. Firstsource executed a comprehensive transformation strategy through first-principles redesign and targeted technology integration:
AI-Powered Intelligence: Implemented Agent Assist and Speech Analytics to reduce knowledge dependencies, accelerate case resolution, and improve first-contact resolution rates through intelligent automation.
Onshore Efficiency Model: Deployed optimized work from home operations with systematic process redesign, reducing overhead while maintaining service quality and compliance standards.
Cross-Trained, Agile Training: Built flexible teams across multiple service queues, eliminating single points of failure and enabling seamless volume management across business lines.
Scalable Staffing Solutions: Introduced gig and temporary worker models for peak demand periods, ensuring service consistency without compromising quality or inflating fixed costs.
Digital Deflection & Automation: Leveraged intelligent workflows and self-service capabilities to reduce handling times and optimize resource allocation, driving both cost reduction and customer satisfaction improvements.
Conclusion
Firstsource transformed service operations into a competitive advantage for this fintech leader. By combining AI-powered automation with human-centered operations, we delivered guaranteed performance improvements while establishing a scalable foundation that supports continued business growth and exceptional customer experiences.
Through our UnBPO™ approach, we enabled the client to refocus on their core fintech innovation while we drive continuous improvement in service delivery—exemplifying how AI at speed and scale creates measurable business value.