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 center 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 center
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 center 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.