The Customer
The customer is a leading processor and exporter of packaged rice foods. The customer wanted to start BPO division to perform mail order fulfillment.
The Business Challenge
The client was facing a number of challenges in Business Process Outsourcing (BPO) services with the current vendor.
BPO division required extensive hand-holding on BPO platform management
The current support service team was not well-versed with the BPO domain and therefore was not able to meet the requirements
The support turnaround time needed to be improved
The solution
Experienced resources with domain knowledge initiated the pilot project.
Dedicated environment was provided to the customer in terms of resources, IT infrastructure & space.
Proactive queries and solutions were shared with the customer leading to building of trust.
After understanding the process, NVA steps were removed from the process.
Macros were developed to shorten the overall process time.
The results
The customer has been extremely satisfied with our BPO services. Many performance issues faced by the client have been resolved by us. This has led to a significant increase in the productivity of the team and customer.