Case Study: Multi-Dimensional Service Provider achieves 99.9% order processing quality with Flatworld Solutions

Order Processing Services for a Large BPO

Multi-Dimensional Service Provider, a large BPO with operations across 60 countries and annual revenue of over $20 billion, was manually processing about 200,000 documents through a fragmented order processing setup spread across on-site and off-site locations. This led to consolidation issues, poor quality, longer turnaround times, and higher operating costs. Flatworld Solutions was brought in to replace the manual workflow with a more secure, trackable, image-based order processing service.

Flatworld Solutions implemented a two-phase image-based order processing system, including workflow infrastructure, front-end interfaces, image scanning, ICR, data capture, and management reporting, with seamless integration to the customer’s mainframe batch processing application. The solution improved order processing quality to 99.9% and helped the customer process more than 60 million orders to date, while also reducing operational costs, turnaround time, and customer care contacts.