Firstsource Solutions Ltd

Case Study

The Organisation

Firstsource Solutions Limited is a provider of business process outsourcing services headquartered in Mumbai, India. Firstsource provides customised business process management to customers in the banking and financial services, customer services, telecom and media, and healthcare sectors. Its clients include Fortune 500 financial services, telecommunications and healthcare companies. Firstsource has operations in India, US, Ireland, UK, and Philippines.

Firstsource has a UK headquarters in London dealing with a number of household names such as GiffGaff, BBC Worldwide, Sky and the Financial Conduct Authority.

The Challenge

Firstsource UK was asked to deliver a customer feedback solution as part of a project for a government regulator.

The project was well advanced and a preferred provider of the survey solution was already in place. With just weeks to the project launch, prices were increasing for the survey solution and Firstsource was losing confidence in the supplier's ability to deliver.

Adam Gould, Head of UK Service Delivery, had used Opinion8 whilst working at a previous employer. He contacted Square Systems to see whether a solution could be deployed to the existing specification on a challenging time frame. Deciding that the project was more likely to succeed with a new survey provider, Adam asked Square Systems to step into the breach with its Opinion8 survey solution.

The Solution

Having been commissioned to provide the service, technical and account management staff at Square Systems quickly set about gathering all the information in order to review the existing specification and put the appropriate solution in place.

The agreed proposal was to send personalised emails to customers who contacted the regulator via email or web chat. The invitation included a link to a web survey with a user interface designed specifically for the project.

Customers who telephoned the regulator were to be forwarded to an automated telephone survey.

In either case, a tracking number followed the survey enabling Firstsource to track the survey response to their interaction.

The solution was so well received that Firstsource also asked Square Systems to provide a tool to enable website links to be sent to sent to callers via SMS. This was also delivered before the live date. Says Emmet Cruikshank, Project Manager - Solution, Design, Transition: “just to feedback, the work from your team has been fantastic”.

The project was implemented on time and to the quoted price receiving positive feedback from staff at Firstsource.

"Thanks again for stepping into the breach and delivering a great survey solution. We've had a good week and the client is delighted with the customer feedback"

Adam Gould

Head of UK Service Delivery

The Benefits

  • Firstsource was able to get a solution in place quickly and to the agreed price.
  • Each interaction had a specific tracking number enabling the survey responses to be analysed as a whole or at an individual level.
  • As the surveys were automated, staff resource requirements were kept to a minimum.
  • The Opinion8 surveying tool is an omnichannel solution, This gave Firstsource the benefit of liaising with just one company to satisfy the complex requirements of capturing feedback from people contacting the government regulator via the phone, by SMS, web chat and email.
  • Though disappointed with the initial survey providers, Firstsource were still able to fulfil their service responsibilities to the government regulator as Square Systems were able to respond so quickly to their requirements.

Square Systems & Opinion8

Square Systems is the creator of Opinion8, used by organisations to measure customer and employee satisfaction. Opinion8 is a cloud-based automated survey tool developed and supported by Square Systems. Opinion8 surveys can be completed via telephone, SMS (text), email, smartphone and online. Square Systems works with many UK and multinational companies to provide both customer and employee surveys.

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