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Home» Case Studies   » BPO - Back Office Process

The client

Our client is into holiday rental business in Italy, Europe having more than 100 properties available for holiday rental.

The Challenge

The holiday rental business has stiff competition and cost driven. Any company has to give best of the offers to attract customers from the competition. It is possible only by reducing the over heads and the cost benefit should be given to the customer. Initially the client has approached us to recruit a team of professionals and they were planning to start their BPO operations in India.

The solution

We have proposed our Back office processing model. The client initially had reservations in outsourcing their operation. We had convinced them that we can give quality and satisfying Business process outsourcing service to their customers through Email / Chat support.

We have developed a dedicated team to deliver Back office outsourcing service our client’s operation. The BPO operation is flexible and the client monitors the work directly through various reports and through daily interaction. Every individual in the team has been given KRAs (Key Result Areas) for providing customer service to the customers and their performance is monitored directly.

We have started providing the complete back office support which includes the following.

  • Customer Support
  • Marketing
  • Internet marketing
  • Coordination with property owners, travel agents and vendors.
  • Reservations & online payment collection.
  • Web Designing
  • Link Exchange
  • Internet marketing
  • SEO

We constantly analyze the ways to improve the Outsourcing operation using Kaizen techniques, learning organization methods etc.

The Success

Undoubtedly the Customer Support operation is a grand success and the indication is the project longevity. Some of the highlights of the success are,

  • Successful BPO (Back office) operation for the past 2.6 years.
  • 55% demonstrated process cost savings.
  • Through dedicated and trained team customers can be serviced faster and increased the process turn over time.
  • The reduction in over heads created avenues to give the cost advantage to customers and thus the business volume increased.
  • Organized customer support has gained good reputation which created lot of reference and repeated customers.
  • The client has time to concentrate on new marketing campaigns as the operation is outsourced.
  • Business enquiries and back office outsourcing process are handled professionally.