Businesses can no longer be sustained with traditional methods and systems – legacy systems need to be modernised and digitised. Smart automation is the Firstsource way to transform legacy businesses complete with repetitive manual processes by using cognitive computing.
For each client, Firstsource devises a custom roadmap for digitisation and automation. We then deliver this through our market-leading, proprietary solution that integrates multiple systems, creates new interfaces and reduces effort on complex operations.
Robotic Process Automation creates cost-efficient, streamlined, compliant and simplified processes for clients. This allows them to focus on creating improved customer experiences through higher value activity, rather than transaction processing alone, achieving high performance and improved business outcomes.
We offer a broad range of solution offerings which include technologies such as advanced Intelligent Character Recognition (ICR), workflow and case management system, robotic automation, deep machine learning and artificial intelligence, covering both structured and unstructured data, as well as simple to complex processes.
We use third party technologies in artificial intelligence and machine learning to read both semi-structured and unstructured data. By deploying automation behind the scenes, agents are able to concentrate on doing what they do best – delivering the best possible experience to customers.
Our digitisation and automation solutions effectively integrate the following key requirements to deliver end-to-end efficiency:
The client partnered with Firstsource in order to create a strategy for the automation of high volume, low complexity processes, while reducing costs. Firstsource's solution achieved significant cost savings, increased productivity and improved data accuracy.
improvement in agent productivity
cost savings per year
ROI achieved on Firstsource's solution
The client, a prominent bank in the UK, provides commercial financing solutions to businesses. The client faced challenges of legacy systems that impacted customer experience and resulted in a high cost of service and exceptions management within their invoice factoring and discounting function. The Firstsource solution reduced cost-to-serve and delivered savings of $ 3 million.
of total business process volumes automated within 32 weeks, with 100% accuracy
RPA penetration was achieved across 33% of the processes in scope
One of the key challenges faced by the client was to process consumers’ complex claim applications and they approached Firstsource to help overhaul their claims processes. Firstsource identified a number of opportunities and solutions around improving training and operational infrastructure, while identifying value-add activities that delivered a reduced claims turnaround time and lower cost to serve.
reduction in average turnaround time
reduction in complex claims backlog, in record time
This prestigious designation is granted only to the best and most disruptive BPO companies
We believe in long term partnerships - over half of our clients have been with us for 7 years or longer
We deliver 24/7 customer support aided by advanced analytics, RPA and cutting-edge technology