Case Study - Firstsource

Delivering moments that matter

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Case Study

US telecom giant uses advanced analytics to double cross-selling performance

The client is a multibillion-dollar global telecommunications and mass media conglomerate headquartered in the United States. With a subscriber base of over 28 million customers, it is one of the largest quadruple-play service providers in the country.

Analytics, Platform, Automation and Analytics

CMT

Case Study

DECC

BFSI

UK-based not-for-profit body partners with Firstsource, eliminates 30-month claims backlog

Case Study

DECC

CMT

Global entertainment player experiences 94% customer satisfaction scores

Case Study

DECC

BFSI

Firstsource reduces operational turnaround time by 86% for a prominent UK car insurer

Case Study

From market competitor to market leader in three months using a digital-first strategy

Case Study

Customer Management, DECC

BFSI

UK motor and household insurer achieves $12 Mn in cost savings with customer service transformation

Cost Optimisation, Customer experience

Case Study

Patient Experience, Revenue Cycle Management

Healthcare

Montefiore St.Lukes Cornwall (MSLC), a not-for-profit hospital elevates patient financial experience while improving POS collections by 125%

Case Study

Collections

BFSI, Emerging segments

From in-house debt collection to value-delivering lead management and collections operation

Case Study

Healthcare

Rural critical access hospital reduces charity care by 60% and improves patient outcomes

Case Study

Medicaid

Healthcare

Referral hospital improves Medicaid revenue by 60% with accelerated claims approval

Case Study

Intelligent Back Office, Platform, Automation and Analytics

Healthcare

Community hospital reduces cost to collect by ~50%

Intelligent Automation, Revenue cycle management

Case Study

Firstsource Automation League : Democratizing automation at Firstsource with citizen development

Case Study

Platform, Automation and Analytics

BFSI

Mortgage lender improves process efficiency by ~30% and elevates customer experience

Intelligent Automation

Case Study

Platform, Automation and Analytics

Healthcare, Private Equity

Global healthcare supply chain company accelerates turnaround time of rejected invoices by 85%

Case Study

Intelligent Back Office

Healthcare, Private Equity

Global healthcare supply chain company sees 10X growth in processing volume of faxed purchase orders

Intelligent Automation

Case Study

Platform, Automation and Analytics

BFSI

Improving collections through digital modernization

Case Study

Automating payer audit tracking helped a US Health Plan auto-fix 50% of claims errors

Case Study

Platform, Automation and Analytics

BFSI

firstCustomer Intelligence (FCI) boosts borrower experience and improves sales conversion for top 10 lender

Case Study

Analytics, Platform, Automation and Analytics

BFSI

Firstsource remotely deploys, integrates and scales customer intelligence solution for a top-5 US mortgage company

Case Study

Platform, Automation and Analytics

BFSI

A top-5 US bank harnesses Firstsource’s distributed work model to deploy remote automation

Case Study

DECC

CMT

UK-based media and broadcasting company boosts associate performance with work-at-home model

Case Study

DECC

CMT

UK-based MVNO moves 100% of associates to Work-at-Home contact center model within a week of the coronavirus lockdown

Case Study

Analytics, Platform, Automation and Analytics

CMT

US telecom giant uses advanced analytics to rapidly increase cross-selling performance

Case Study

Platform, Automation and Analytics

BFSI, Private Equity

Reducing transformation risk for auto-finance lender with guaranteed business outcomes

Case Study

DECC

Emerging segments

Leading UK-based utility leverages outsourcing to transform sales performance

Case Study

Analytics, Platform, Automation and Analytics

CMT

Top UK entertainment ﬁrm lifts sales conversion to stay ahead in the market

Case Study

Intelligent Back Office

BFSI

RPA helps leading US mortgage provider stay ahead by improving associate productivity

Case Study

Analytics, Platform, Automation and Analytics

Emerging segments

Major UK airline uses customer intelligence to bolster sales conversion and stay ahead

Case Study

Analytics, Platform, Automation and Analytics

CMT

US telecom and media giant harnesses advanced analytics to stay ahead of customer demands

Case Study

Analytics, Platform, Automation and Analytics

CMT

US telecoms and media giant leverages customer sentiment analysis to stay ahead of the customer experience game

Case Study

Platform, Automation and Analytics

CMT

A leading UK entertainment company stays ahead of the competition by augmenting associate performance

Case Study

DECC

BFSI

A leading retail bank tackles the challenge of highly variable call volume

Case Study

Analytics, Platform, Automation and Analytics

BFSI

Top UK bank stays ahead of omni-channel demands with customer intelligence

Case Study

Analytics, Platform, Automation and Analytics

CMT

Leading online TV service provider improves complaints handling and boost customer satisfaction using advanced analytics

Case Study

DECC

CMT

Top UK entertainment ﬁrm boosts customer channel efficiency to stay ahead of customer expectations

Case Study

DECC

BFSI

Motor and household insurer ﬁnds a way to staﬀ evening and weekend shifts without relying on in-house teams

Case Study

Intelligent Back Office

BFSI

A major UK bank reduces monthly risk exposure by £3.5m with a digital-first solution

Case Study

Analytics, Platform, Automation and Analytics

BFSI

Top US credit card provider sees 100% increase in potential collections in the top decile

Case Study

Intelligent Back Office

Healthcare

A leading US health insurer digitizes mailroom operations to improve customer experience

Case Study

Platform, Automation and Analytics

BFSI

Firstsource delivers cost savings of $3 million for top UK Bank

Case Study

DECC

CMT

UK media giant elevates customer satisfaction by 90% in partnership with Firstsource

Case Study

Intelligent Back Office

Healthcare

Top US Healthcare Provider experiences 15% bump in collections recovery

Case Study

Analytics, Platform, Automation and Analytics

Healthcare

Major UK healthcare organization augments patient experience scores by 10%

Case Study

Intelligent Back Office

BFSI

A top US mortgage client company experiences surge in boosts associate productivity with Intelligent Automation

Case Study

DECC

CMT

A leading UK communications company increases website conversions by 250%

Case Study

DECC

BFSI

Firstsource reduces operational turnaround time by 86% for a prominent UK car insurer

Case Study

DECC

CMT

Global entertainment player experiences 94% customer satisfaction scores

Case Study

DECC

BFSI

UK-based not-for-profit body partners with Firstsource, eliminates 30-month claims backlog