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 for a 100% reduction in complex claims backlog

Case Study

DECC

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

A leading US-based car dealership moves into the fast lane by leveraging outsourcing

Firstsource transformative solutions across three pillars – the client’s technology, processes and people – ensured 32% guaranteed cost savings over ﬁve years.

Case Study

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

Case Study

Platform, Automation and Analytics

BFSI

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

Case Study

Intelligent Back Office

Healthcare

25,000+ data entries completed in record time for US Non-Profit Health Plan

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

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

Case Study

DECC

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

Case Study

Analytics, Platform, Automation and Analytics

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

Case Study

Platform, Automation and Analytics

BFSI

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

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 agent productivity

Case Study

Analytics, Platform, Automation and Analytics

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

Case Study

Analytics, Platform, Automation and Analytics

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

Case Study

Analytics, Platform, Automation and Analytics

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

Case Study

Platform, Automation and Analytics

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

Analytics helps a leading online TV service provider improve complaints handling and boost customer satisfaction

Case Study

DECC

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

Firstsource reduces monthly risk exposure by £3.5m for a major UK bank

Case Study

Analytics, Platform, Automation and Analytics

BFSI

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

Case Study

Intelligent Back Office

Healthcare

A leading US health insurer digitises 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

UK media giant partners with Firstsource for 90% increase in customer satisfaction

Case Study

Intelligent Back Office

Healthcare

Top US healthcare provider experiences 15% boost in collection recovery

Case Study

DECC

BFSI

Firstsource delivers 20% reduction in incoming calls for top Irish bank

Case Study

Analytics, Platform, Automation and Analytics

Healthcare

Firstsource delivers 10% increase in patient experience scores for major UK healthcare organisation

Case Study

Analytics, Platform, Automation and Analytics

BFSI

Firstsource delivers 18% reduction in cost-to-serve for a top UK bank

Case Study

Intelligent Back Office

BFSI

A top US mortgage client experiences surge in associate productivity

Case Study

DECC

Firstsource increases website conversions by 250% for a leading UK communications player

Case Study

DECC

BFSI

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

Case Study

DECC

Global entertainment player experiences 94% customer satisfaction scores

Case Study

DECC

BFSI

Resource Type

Featured Case Study

Customer intelligence helped boost conversions for a leading airline

Delivering moments that matter

Select one or more from the list below to filter.

A leading US-based car dealership moves into the fast lane by leveraging outsourcing

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