PE-backed healthcare business creates $20 Million EBITDA impact across multiple lines-of-business and geographies

Case Study

Memorial Regional Health at Craig increases cash collected by 65%

Case Study

Achieve outstanding performance in outbound sales – with high consistency

• CMT, Customer experience

Case Study

• Digital Debt Collections

• BFSI

$4M auto lease debt recovered for a luxury brand while building loyalty

Case Study

• Digital Debt Collections

• Ed Tech

$7M recovered in charged-off debt puts university students back on course

Case Study

• Digital Debt Collections

• CMT

Entertainment provider improves collection yields on 600,000 low-balance delinquent accounts

Case Study

• Patient Experience

• Life Sciences, Private Equity

Clinical trials organization recruits 14,500 patients in 4 months

Case Study

• Digital Debt Collections

• BFSI

Saving a US debt buyer $5M using a global outsourcing model

• Digital Debt Collections

Case Study

• Customer Experience

• BFSI

Household insurer achieves $3m improvement in renewals through operational excellence

Case Study

• Customer Experience

• BFSI

UK retail bank responds to customer service crisis with fast ramp of 750 FTEs

Case Study

• Business Transformation, Digital Transformation

• BFSI

US mortgage provider enhances process efficiency by 30% with automation

Case Study

• Diversified Industries, Private Equity

PE-owned software company boosts CX while saving $4M in costs

• Customer experience

Case Study

• BFSI, Private Equity

Leading PE-backed financial services marketplace reduces annualized costs by $14 Million while significantly scaling growth

Case Study

• Intelligent Automation, RPA, AI, ML

• Health Plans, Healthcare Providers, Private Equity

PE-backed healthcare business creates $20 Million EBITDA impact across multiple lines-of-business and geographies

Case Study

• Digital Debt Collections

• BFSI

Debt counseling leading to 2X debt recovery on student loans

Case Study

• Business Transformation, Customer Experience

• CMT

E-commerce giant onboards 300 merchants in a quarter with a hybrid model

• Customer Acquisition

Case Study

• Business Transformation, Digital Transformation, Intelligent Automation, RPA, AI, ML

• BFSI, Private Equity

PE-owned mortgage lender achieves $24M cost savings with right-shore operations

• Cost Optimisation, Intelligent Automation

Case Study

• Analytics, Customer Experience

• CMT

Video-streaming provider targets frictionless CX, saving $16mn

Case Study

• Digital Debt Collections

• BFSI

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

Case Study

• Customer Experience

• BFSI

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

• Cost Optimisation, Customer experience

Case Study

• Customer Experience

• CMT

Premium global magazine targets $1M incremental revenue through omnichannel, persona-based support

• Customer experience

Case Study

• Analytics, Customer Experience

• CMT

Turning customer service cost center into a value center

• Cost Optimisation, Customer experience

Case Study

• Customer Experience

• Utilities

UK utility company acquires customers more profitably and retains them for longer

• Customer Acquisition

Case Study

• Patient Experience, Revenue Cycle Management

• Healthcare Providers

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

Case Study

• Business Transformation, Digital Debt Collections, Distributed Workforce

• BFSI

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

Case Study

• Patient Experience

• Healthcare Providers

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

Case Study

• Patient Experience

• Health Plans

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

Case Study

• Revenue Cycle Management

• Healthcare Providers

Community hospital reduces cost to collect by ~50%

• Intelligent Automation, Revenue cycle management

Case Study

• Intelligent Automation, RPA, AI, ML

• BFSI, CMT, Diversified Industries, Health Plans, Healthcare Providers

Firstsource Automation League : Democratizing automation at Firstsource with citizen development

Case Study

• Cloud, Intelligent Automation, RPA, AI, ML

• Health Plans, Life Sciences

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

Case Study

• Cloud, Intelligent Automation, RPA, AI, ML

• Health Plans, Life Sciences

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

• Intelligent Automation

Case Study

• Digital Debt Collections

• BFSI

Improving collections through digital modernization

Case Study

• Intelligent Automation, RPA, AI, ML

• Health Plans

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

Case Study

• Analytics

• BFSI

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

Case Study

• Analytics

• BFSI

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

Case Study

• Distributed Workforce

• BFSI

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

Case Study

• Distributed Workforce

• CMT

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

Case Study

• Distributed Workforce

• CMT

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

Case Study

• Customer Experience

• CMT

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

Case Study

• Business Transformation

• BFSI, Private Equity

PE-owned auto-finance lender reduces transformation risk with guaranteed $4.3Mn cost saving

Case Study

• Intelligent Automation, RPA, AI, ML

• BFSI

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

Case Study

• Analytics, Customer Experience

• Diversified Industries

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

• Customer experience

Case Study

• Analytics, Customer Experience

• CMT

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

• Customer experience

Case Study

• Analytics, Customer Experience

• CMT

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

Case Study

• Customer Experience

• BFSI

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

• Customer experience

Case Study

• Analytics, Customer Experience

• BFSI

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

• Customer experience

Case Study

• Customer Experience

• BFSI

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

Case Study

• Digital Transformation

• BFSI

£130M reduction in risk exposure at UK bank’s invoice finance division

Case Study

• Analytics, Digital Debt Collections

• BFSI

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

Case Study

• Cloud, Intelligent Automation, RPA, AI, ML

• Health Plans

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

Case Study

• Patient Experience

• Healthcare Providers

Top US Healthcare Provider experiences 15% bump in collections recovery

Case Study

• Analytics, Patient Experience

• Life Sciences

Major UK healthcare organization augments patient experience scores by 10%

Case Study

• Intelligent Automation, RPA, AI, ML

• BFSI

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

Case Study

• Customer Experience

• CMT

A leading UK communications company increases website conversions by 250%

Case Study

• Business Transformation

• Diversified Industries

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