Case Study: Firstsource saves $25,000 per annum with ProHance

Firstsource saved $25,000 per annum by improving operational efficiency through ProHance

Firstsource, a global BPM company, faced challenges in understanding employee utilization for non-workflow activities and lacked objective data on productivity and time leakages within one of its healthcare processes. To gain better visibility into these key performance indicators, they implemented the ProHance workforce analytics solution.

By deploying ProHance across 165 users, Firstsource gained actionable insights into logged hours, productive hours, and agent utilization. This enabled them to identify performance gaps and implement targeted improvements. The solution delivered significant results, including $25,000 in annual savings, a 27% improvement in employee productivity, and a 17% increase in logged time.

Firstsource

Manish Saxena

VP, Workflow Management