The Challenge –
Firstsource uses a range of third-party contact centre solutions to deliver a high standard service to its customer management clients. Furthermore they often customise these solutions to provide a highly tailored solution to each particular client. One of these third-party solutions created several challenges for Firstsource. It was difficult to customise, and this constrained what Firstsource could effectively offer their clients. There were also stability, scalability and support challenges. These challenges were hampering Firstsource’s ability to win new business and meet changing client demands.
The Process –
MaxContact had been recommended to Firstsource by an industry leading user of the solution, of which they had a trusted relationship with. MaxContact were given the opportunity to review some bespoke client requirements and provide a detailed specification of the solution they would deliver. FirstSource were also keen to understand the ethos of the company and gain a thorough understanding of the product road map. After extensive due-diligence from Firstsource and with MaxContact’s live, proof of concept, Firstsource decided MaxContact were the best solution and company to help achieve the high level of service required to their clients. They were also happy that MaxContact is the type of company they could build a long lasting mutually beneficial relationship with.
The team at MaxContact worked with Firstsource on their preferred migration strategy by carefully reviewing specific campaign requirements and how they would be achieved to ensure seamless migration across systems with zero downtime or impact to the client. Throughout the process, Firstsource had dedicated contacts with the engineering, account management and training teams as well as senior management to ensure the implementation was completed smoothly and embedded within the business.
“The solution is stable, has more features than our existing systems and has a much more impressive development road-map, which we have already seen since our involvement with MaxContact. This allows us to have confidence the system is future proof and the investment being made by FirstSource is protected.”
The Results –
The immediate improvement in stability, which was the main objective for the initial 50 seat campaign, was delivered following a successful post implementation phase. MaxContact have since migrated other existing campaigns onto the platform, each time, delivering improved functionality, client satisfaction and of course, stability. In addition to this, Firstsource now has a supplier that works with them not just to on-board new accounts, but also to help respond to tenders and win new business. Because of that relationship, Firstsource have been able to provide some bespoke functionality to their clients to also win new business. The close relationship has meant that, no matter what clients and prospective clients require, Firstsource can continue to deliver a solution in high standard that works for them using MaxContact as a truly cloud based contact centre solution.
In the 8 months since the initial ‘go live’ of 50 seats, Firstsource have grown to in excess of 400 seats with MaxContact solution and are looking forward to working together on existing and new projects in the future. With an expectation to achieve over 1000 seats in the next 12 months on inbound, outbound and omni-channel platforms, as well as PCI-DSS requirements, this looks to be an exciting 12 months ahead for the partnership.
“The partnership for helping or adding custom features has been of great benefit. We now know that no matter how complicated a client’s requirements are, we can work with MaxContact to come up with a solution that works. This has given us an edge when bidding for new campaigns.”
The Future –
MaxContact are on-boarding campaigns across the UK, USA and India. Each time delivering increased reliability and improving the end user experience. The working relationship between MaxContact and Firstsource is collaborative and MaxContact will continue to assist FirstSource with their new business acquisitions. Firstsource now have their official preferred partner solution that meets their current requirements and is future proofed due to MaxContact’s continual improvements program.
“Previously we were working with an enterprise level ‘big 5’ contact centre provider. Working with maxcontact has been a completely different experience. Maxcontact’s staff are experienced in technology, compliance, security and the industry as a whole. Support is no longer a battle, we speak to them regularly and they attend site whenever needed. We strongly believe we have chosen the right partner to help us continue to offer exceptional service to our clients.”