Outsourcing BPO Services Helped a Leading IT Services Company - A Success Story

The Customer

A leading IT services company's BPO division was facing several difficulties in processing mail order fulfillment for millions of orders each month. Flatworld Solutions helped the company by designing a unique BPO platform meant for mail order processing.

The Challenge

Some of the challenges faced by Flatworld were:

• The IT services company's BPO division focused more on delivery and required immense training in BPO platform management.
• The company's existing in-house IT support was not in accordance to BPO platforms. It was more focused on desktop management. Moreover, the support service team was not familiar with the BPO domain.
• The turnaround time to respond to customers' queries had to be enhanced.

Flatworld Solutions set up a special team, the members of which had expertise in Oracle DBA, BPO platforms and operating systems. A special support operations centre was also established which was equipped with voice/email/internet facilities, including remote access support, which helped in reducing the turnaround time considerably.

The following technical support services were outsourced to Flatworld Solutions:

• Providing daytime support to suit the USA timeline
• Performing regular cleanup and maintenance activities at the support centre
• Flatworld Solutions extended its support services to 24 hours during peak period (when there was an excess of processing requirements)
• All necessary applications required at the support centre were installed and configured. Besides, regular upgrades to the applications were done
• All the databases were periodically maintained and updated
• All kinds of application errors were rectified regularly

The Results

The company was pleased with the services provided by Flatworld Solutions. Several performance-related issues, faced by the company earlier, were also resolved by Flatworld Solutions. This augmented the company's productivity significantly.

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