Case Study
Elevating Support Operations for a US-Based Fintech Leader
Advanced Support for a US Fintech Leader
Forging Financial Futures: Fueling Over $20 Million in Annual Revenue Impact Through Strategic Retention and Back-End Operations for One of America's Largest Digital Finance Platform
Impact at a Glance
Delivering tangible growth & efficiency in record time.
3B
PKR
Insurance Sales
+60%
Revenue Generation
1.5B
PKR
Financial Services
30%
Performance
Operational Excellence
Financial Services
Forging Financial Futures: Fueling Over $20 Million in Annual Revenue Impact Through Strategic Retention and Back-End Operations for One of America's Largest Digital Finance Platform
The Client Context
3 Million
Users
$46 Million
Net Worth
+250
Support Agents
Since 2020
Client Since
3 Million
Users
$46 Million
Net Worth
+250
Support Agents
Since 2020
Client Since
The Challenges
Revenue Growth Optimization
Driving sustainable revenue growth by optimizing processes and leveraging strategic negotiations.
Successful Bill Negotiation
Achieving cost efficiency through effective and transparent bill negotiation strategies.
Acquisition Support
Providing end-to-end support to ensure smooth, value-driven business acquisitions.
Operational Continuity
Ensuring uninterrupted operations through resilient planning and efficient execution.
Our Solutions
Knowledge Mastery
Built and maintained a robust knowledge base that equipped agents with precise, effective responses, directly enabling exceptional negotiation outcomes.
Quality Savings
Targeted training significantly enhanced agent performance and conversation quality, resulting in notable cost savings
Human-Verified Research
Manual validation on top of automated data scrapping to ensure all cancellation methods are accurate and fully verified.
Refund Recovery
Assisted customers in successfully securing refunds during subscription cancellations.
Driving Financial Empowerment and Operational Excellence During Rapid Growth
Delivering measurable user savings while ensuring smooth operations and scalable growth.
Revenue Generation & Retention
Implemented Business Process Reengineering across critical LOBs such as Subscription Cancellations and Bill Negotiations to secure annual value.
Adapting Support for New Ecosystem
Maintained operational excellence through a major acquisition and rebranding, adapting support frameworks to the new Company’s ecosystem.
Operational Initiatives
Established dedicated teams to manage the complexity of LOBs like Bill Negotiations, leading to successful value capture
for users.
Driving Progress with Every Insight
Delivered Impact through smarter operations
Abacus BPO has served as a strategic growth partner for our client, leveraging our suite of services including Backend Operations, Customer Support, and Data Management to not only manage critical LOBs but also to drive substantial, measurable value.
By providing a scalable, expert, and flexible team, we’ve helped secure multi-million dollar value capture and sustained operational stability through significant corporate change, cementing our role in their ongoing success.