Case Study: Leading IT Services Company boosts mail order fulfillment productivity with Flatworld Solutions BPO support

Outsourcing bpo services helped a leading it services company

Leading IT Services Company’s BPO division was struggling to process mail order fulfillment for millions of orders each month. Flatworld Solutions stepped in with a BPO services engagement, helping the customer address gaps in BPO platform management, limited in-house support for the BPO domain, and slow turnaround times for customer queries.

Flatworld Solutions designed a unique BPO platform and established a dedicated support operations center with voice, email, internet, and remote access capabilities, staffed by experts in Oracle DBA, BPO platforms, and operating systems. The vendor provided daytime USA support, maintenance, application configuration and upgrades, database upkeep, and error resolution, while extending coverage to 24 hours during peak periods. As a result, performance issues were resolved and the customer’s productivity improved significantly, with noticeably reduced turnaround time.