Case studies
Real programmes. Measurable results.
A look at how Prism BPO helped lending, retail and pharma organisations scale operations, stay compliant and improve customer outcomes.
Case study 01
Lending NBFC
A scalable, technology-enabled contact center solution that accelerated growth and improved efficiency.
Client objective
To set up a 100-seater multilingual contact center for South India lending:
- Welcome Calls, Bill Reminders, Due Date Calls
- Collections (X, Pre-X, Bucket 1–3) with field support
- Reduce 1,800+ field staff by 20% while improving efficiency
Challenges
- 45-day aggressive setup timeline
- Hiring & training multilingual agents
- Technology + Dialer + CRM setup
- Infrastructure, BCP & Ops readiness
Our solution
- 4-track transition: Ops, TA, L&D, IT
- 400+ walk-ins → 140 hired → 80% pass rate
- 10-day training + certification
- Fully redundant infrastructure with BCP
Outcome
- 110 agents onboarded
- Payments doubled within 90 days
- Zero escalations in first 3 months
- Client scaled from 100 → 300 seats (6m) → 500 seats (12m)
- Field staff reduced from 1,800 to <300
100-Seater
Contact center setup
45-Day
Setup timeline
2X
Payments in 90 days
1,800 → <300
Field staff reduced
Case study 02
Retail Medical KYC (Software Company)
Driving accuracy, speed, and compliance in retailer verification through intelligent processes and real-time visibility.
Client objective
Verify retailer identity & manage inventory across Hyderabad & Telangana with real-time geo-tagging.
- Accurate retailer identity verification
- Real-time inventory validation
- Geo-tagging across target locations
- End-to-end compliance & audit readiness
Challenges
- High complexity across PIN codes
- Real-time retailer identity verification
- Real-time inventory validation requirements
- Need for accurate geo-tagging
Our solution
- 50+ Field Executives & 10 Helpline Agents deployed
- Field app-based process with backend integration
- Scaled team to 100+ field executives
- Strengthened helpline operations with 25 agents
Outcome
- Productivity: 4–5 → 10+ visits/day
- 130+ calls per agent per day
- Seamless inventory visibility within 90 days
- Strong retailer engagement & faster validations
4–5 → 10+
Productivity (visits/day)
130+
Calls per agent per day
Case study 03
Global Pharma Company
A patient-centric support model delivered by a trained and compassionate team to improve health outcomes and brand trust.
Client objective
Provide diabetes patient counselling, support Januvia/Janumet therapy, and build a doctor-led lifestyle support center.
Challenges
- Need B. Pharma-qualified counsellors
- Field support for medicine delivery
- Field support for reports collection
- Doctor-led lifestyle support center setup
Our solution
- Deployed 20 Counsellors, 20 Field Executives & 5 Doctors
- Built training & quality framework for empathy-driven interaction
- Scaled operations as patient engagement grew
- Established strong patient-support workflows
Outcome
- Team scaled to 120+ Counsellors & 75+ Field Executives
- Patient base grew from 10,000 → 85,000+
- 5 years of continuous successful operations
- Set new benchmarks in chronic care engagement
120+
Counsellors (plus 75+ Field Executives)
10,000 → 85,000+
Patient base growth
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