Case Studies

Leading cybersecurity company rapidly scales up enterprise technical support to enhance customer experience

Network Products

Leading cybersecurity company rapidly scales up enterprise technical support to enhance customer experience

iOPEX delivered offshore support to a global leader in cybersecurity products for their Technical Assistance Center (TAC) covering 24/7 window.

Read More

Workforce forecasting using analytics resulted in better customer support and business growth

Workforce

Workforce forecasting using analytics resulted in better customer support and business growth

The client was keen to forecast the optimal number of customer support agents required to meet the changes in demand for services....

Read More

Implementation of iOPEX solution improved customer support quality

Quality assurance

Implementation of iOPEX solution improved customer support quality

The client was measuring the quality score of customer satisfaction through manual reporting and auditing which consumed more time...

Read More

Productivity increased through process automation

NOC

Productivity increased through process automation

The average handling time for scheduled downtime maintenance was reduced through process automation for better productivity...

Read More

Faster response time leads to increased customer loyalty for a gaming company

Gaming Support

Faster response time leads to increased customer loyalty for a gaming company

Reducing the average response time to enhance customer experience was the key challenge. iOPEX integrated a CRM tool for managing tickets and identified...

Read More

Identified cost leakage up to £500K in 90 days across multiple contracts

Cost Assurance

Identified cost leakage up to £500K in 90 days across multiple contracts

Being a billion-dollar company handling multiple vendors the client was looking to establish a cost assurance model to manage its contracts and improve overall ROI...

Read More

Enhanced customer experience using a rapid deployment solution

Customer-Support

Enhanced customer experience using a rapid deployment solution

The client wanted to have proper insights on their customer’s data to provide better customer experience and promotional offers...

Read More

Technical support for advertising operations reduced turnaround time and enabled revenue growth

Technial-Support

Technical support for advertising operations reduced turnaround time and enabled revenue growth

iOPEX provided a leading marketing and data technology company, 24x5 coverage with committed SLAs across multiple geographic locations...

Read More

Highly efficient infrastructure operations support to improve engineering productivity and reduce effort through automation

NOC

Highly efficient infrastructure operations support to improve engineering productivity and reduce effort through automation

iOPEX used various tools and technologies for monitoring, cloud, chat operations, scripting language to make the process more...

Read More

Optimized SOX audit & compliance effort through automation

SOX

Optimized SOX audit & compliance effort through automation

iOPEX created an innovative audit program utilizing ETL & RPA for the entire SOX control workflow and developed a tool to carry....

Read More

Cognitive AI Solutions POC - Email Automation and Classification

Cognitive AI Solutions POC

Cognitive AI Solutions POC - Email Automation and Classification

iOPEX used application of ML/NLP techniques like Sentiment, entity analysis etc. on the content and taking required action...

Read More

Holistic customer and technical support for a leading American computer peripherals..

Intelligent-Automation-Solution-for-a-Music-Streaming-Leader

Holistic customer and technical support for a leading American computer peripherals..

iOPEX's customer and technical support team helped the client reduce the turnaround time by 30% and improved the CSAT.

Read More

Multi-channel technical support for a global leader in malware prevention solutions

Gaming-Industry

Multi-channel technical support for a global leader in malware prevention solutions

iOPEX provided multi-channel technical support which helped the client in cost reduction by 55% and significantly improved the support quality.

Read More

Next Generation customer support for US-based information brokerage company

Intelligent-Automation-Solution-for-a-Music-Streaming-Leader

Next Generation customer support for US-based information brokerage company

iOPEX offered customer support that took the client’s customer experience to the next level, which in turn increased the conversion rate by 40%.

Read More

Industry-centric customer support strategy for innovative Insurance Start-Up

Gaming-Industry

Industry-centric customer support strategy for innovative Insurance Start-Up

iOPEX provided inbound support to the client’s customers which helped them generate over USD 3 million, via new subscription.

Read More

Seamless customer experience for wireless internet and mobile virtual network operator

Seamless customer experience for wireless internet and mobile virtual network operator

iOPEX built a Resolution framework to narrow down on frequently occurring issues which improved FCR to 85%.

Read More

Superior customer experience for a global mass media and communications leader

Gaming-Industry

Superior customer experience for a global mass media and communications leader

iOPEX established a Retention cell which helped the client to reduce churns and generate over USD 120 million per year.

Read More

Effective customer support for a leading multinational software corporation

Intelligent-Automation-Solution-for-a-Music-Streaming-Leader

Effective customer support for a leading multinational software corporation

iOPEX established 24X7 technical support infrastructure which helped the client to achieve 100% issue resolution of all tickets.

Read More

Holistic customer experience to support rapid growth for a leader in streaming innovation

Gaming-Industry

Holistic customer experience to support rapid growth for a leader in streaming innovation

Implemented global priority Customer and Technical support to the client which helped the client to improve the ASA.

Read More

Intelligent Automation Solution for a Music Streaming Leader

Intelligent-Automation-Solution-for-a-Music-Streaming-Leader

Intelligent Automation Solution for a Music Streaming Leader

iOPEX’s intelligent Automation solution helped a leading music streaming company reduce its order entry, opportunity creation and trafficking time by 75%.

Read More

Orchestrating Exceptional Support and Moderation services for an International Gaming organization

Gaming-Industry

Orchestrating Exceptional Support and Moderation services for an International Gaming organization

Our client was looking for a capable partner to handle their increasing customer support calls and forum moderation services without compromising on customer experience.

Read More

AWS Cost Optimization Services

AWS-Cost-Optimization

AWS Cost Optimization Services

iOPEX helped a leading Digital Ad Marketing company optimize their AWS expenditure by continually auditing, reporting and implementing an optimized solution that helped reduce their infrastructure spend considerably.

Read More

Appointment Booking and Customer Support Services

Customer-Support-Services

Appointment Booking and Customer Support Services

Customer advocacy services for leading US based salon chain that reduced operational expenses and improved appointment bookings.

Read More

Robotic Process Automation for Telecommunications Services

RPA-for-Telecommunications-Services

Robotic Process Automation for Telecommunications Services

Robotic Process Automation (RPA) implementation for a one of the biggest telecommunications services providers that helped reduce operational costs.

Read More

SIEM Technical Assistance Center

SIEM-Technical-Assistance-Center

SIEM Technical Assistance Center

SIEM Technical Assistance Center for a leading software provider that optimized and streamlined their operations and also made it more cost-effective.

Read More

QA Automation

QA-Automation

QA Automation

QA Automation services for a leading enterprise technology and information systems management solutions provider that cut down operations costs drastically.

Read More

Ad Operations - Near Real-time Campaign Optimization.

Ad-Operations

Ad Operations - Near Real-time Campaign Optimization

Enabling near real-time campaign decision making through campaign report management at lower costs.

Read More

Application Support

Application-Support

Application Support

Optimizing application support process for a multinational communications company

Read More

Ad Operations - Policy Compliance Management Services

Policy-Compliance-Management-Services

Ad Operations - Policy Compliance Management Services

Policy management and brand safety services with high quality and flexibility to scale.

Read More

Ad Operations - Platform Management Services

Platform Management Services

Ad Operations - Platform Management Services

Platform management for a leading native advertising company at scale while maximizing ROI through ad operations with shorter turnaround cycles.

Read More

Consumer Technical Support

Consumer-Technical-Support

Consumer Technical Support

Offering superior user experience by minimizing incident handling time for a computer and peripherals market leader

Read More

Application Testing

application-testing

Application Testing

Minimizing application testing costs and increasing operational efficiency for a telecommunications giant.

Read More

Service Desk Optimization

Service-Desk-Optimization

Service Desk Optimization

Powering performance with a robust infrastructure management solution for multinational IT and BPO company

Read More

Infrastructure Management

Infrastructure-Management

Infrastructure Management

Reducing downtime cost effectively with 24x7 IT support for a global leader in malware prevention solutions

Read More

Contract Assurance

Contract-Assurance

Contract Assurance

Detecting over GBP £35M million of revenue leakage for a global telecom services provider

Read More

Get in Touch

CONTACT US