Case Study

Scaling Service Operations to Navigate Changing Market Conditions

Achieving Operational Scalability and Service Excellence through Agility and Innovation

Elaborate on the Challenge

In 2021, a leading US mortgage servicer, ranked among the top five in the industry, sought to transform its customer service operations and overall service delivery framework. Faced with dynamic market conditions, it needed a partner who could rapidly scale operations - both up and down - without compromising service quality or efficiency.

Despite relying on multiple established vendors, the client identified critical inefficiencies in adapting to fluctuating demands, alongside limitations in operational insights and customer experience. They sought a partner who could adapt to fluctuating demands, provide deeper day-to-day process visibility, and consistently provide superior service. Their goal was clear: to enhance service delivery, streamline operations, and achieve measurable improvements across key performance metrics.

Objective Summary

To deliver a scalable operational framework that meets dynamic market demands, achieves significant cost reductions, and elevates service quality while enhancing customer experience.

Business Impact

$24M in annualized cost savings

93% CSAT score achieved

Increased NPS to 51.

The Solution

Enhancing Service Delivery: Building a Scalable and Efficient Operational Framework

To address the growing demand for operational scalability and service excellence, we implemented a strategic, phased approach that ensured seamless integration and sustained high-quality performance. Here's how we achieved it:

Conducted a detailed analysis of 450+ sub-tasks for back-office and voice services optimization.
Scaled operations rapidly, onboarding 900 FTEs in six months.
Developed robust SOPs to standardize processes and ensure smooth integration.
Executed a phased onboarding plan with structured training and timeline adherence.
Monitored SLAs rigorously, achieving consistent delivery and ongoing process improvements.