Case Study

Elevating Support Operations for a US-Based Fintech Leader

Transforming CX for the Leading Super App

Streamlining support operations to empower better, faster customer experiences.
Redefining Customer Loyalty Metrics

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.

Verified Results

3B

PKR

Insurance Sales

+60%

Revenue Generation

1.5B

PKR

Financial Services

30%

Performance

Operational Excellence

Financial Services

Redefining Customer Loyalty Metrics

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

The Challenge

Growing pains at scale: Limited visibility & operational friction.

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 Solution

Stronger RCA

Delivered deeper, data-driven root cause analysis for faster and lasting issue resolution.

Analysis
Analysis

Knowledge Mastery

Built and maintained a robust knowledge base that equipped agents with precise, effective responses, directly enabling exceptional negotiation outcomes.

Operational Insights
Corrective Action

Quality Savings

Targeted training significantly enhanced agent performance and conversation quality, resulting in notable cost savings

Skill Enablement
Knowledge Empowerment

Human-Verified Research

Manual validation on top of automated data scrapping to ensure all cancellation methods are accurate and fully verified.

Validated Data
Information Assurance

Refund Recovery

Assisted customers in successfully securing refunds during subscription cancellations.

Refund Assurance
Financial Recovery
The Outcome and Solution

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.