An Australian Real Estate Service Provider uses Velan’s Round-the-clock Back-Office Support to Gain a Significant Market Share in the Industry. 6 Years of Relationship, Growing Stronger.
CHALLENGES
When the client approached Velan for back-office support, there were three primary issues to resolve.
Turnaround Time: The client must register and onboard new users as soon as possible to avoid them switching to other providers. Time is essential. It requires round-the-clock back-office support throughout the year.
Fluctuating Volumes: The volume of work varies during the day. Unable to deploy the requisite resources on short notice, the customer repeatedly failed to meet the desired TAT.
Quality: The client process is rule-based yet frequently updated. Resources are required to keep up with process updates to produce excellent output.
SOLUTIONS
Velan implemented redundant and strong infrastructure, as well as a dedicated round-the-clock crew, to ensure consistent turnaround time.
Fluctuating Volumes: Using previous data, Velan has been able to estimate volume to a large extent. Additionally, Velan has a cross-skilled pool of people who can be deployed on short notice to complete the work on time.
Quality: Velan processes are ISO9001 certified, allowing the team to reduce rule-based procedures. An online tracking mechanism was implemented to monitor the quality of back-office agents.
OUTCOME
Velan’s optimized operations and around-the-clock services have reduced the average TAT from 10 minutes to 3.5 minutes. This reduction in TAT allows the business to retain the majority of its customers.
Velan has provided back-office support services for the previous six years, with no instances of unscheduled business disruption. This immaculate track record has allowed the client to serve more consumers, resulting in increased income.
Velan’s innovative culture and ability to adapt to the needs of its clients have enabled it to continuously produce excellent client solutions over the past six years.
