Abstract
Our client is a leading U.S. consumer products and solar solutions provider for homeowners. They promote peace of mind for their customer base through cutting-edge technology and customer support. Our client was facing challenges with revenue opportunities, high attrition, employee retention, and hiring problems; and needed to reduce operational costs while maintaining service for their customers. Initially hesitant about outsourcing, partnering with Premier, our client found that through our co-sourcing process, we became a seamless extension of their business, fully immersing ourselves in their corporate culture and representing their brand. Premier implemented several initiatives for Process Improvements such as a Workforce Management System, addressing the backlog of service tickets, payment error resolutions, and training programs. As a result, we met SLAs by 97% and expanded into two operation centres in Pakistan and the Philippines. The client saw significant progress in their partnership with us, which led to steady growth and expansion of their services, including Targeted Training and Scheduling Support Services. Our commitment to quality resulted in the client receiving exponential 5-star ratings from customers while growing 5 times in size within the first year.
