Protect SLAs and margins together.
We help shared service centres and BPOs automate high-volume queues across clients and functions. Delivery stays inside contractual SLAs while effort per transaction falls.
Clients expect productivity gains every year.
Shared service centres and BPOs operate under contracts with annual productivity commitments, tight SLAs and penalties. Wage inflation and attrition push costs up while clients push prices down. Automation is the main lever left.
The challenge is scale and variety. One centre may run finance, HR and customer operations for many clients, each on different systems and rules. Automation must be reusable across clients, secure between them and resilient enough to protect SLAs.
Contracts often require year-on-year efficiency gains.
Data and credentials for different clients must never mix.
Process knowledge leaves with people unless it is captured in automation and documentation.
Where automation pays in shared services.
Accounts payable at scale
Invoice capture, validation and posting across many client ERPs from a shared, configurable process.
01Order management
Order entry, credit checks and confirmations in high-volume queues with SLA-aware prioritisation.
02Employee data administration
Joiner, mover and leaver changes across client HRMS platforms with evidence for each change.
03Customer back-office queues
Address changes, refunds, cancellations and account updates handled by unattended bots behind agents.
04Quality sampling and audit
Automatically sample completed transactions, check them against rules and prepare QA scorecards.
05Transition and knowledge capture
Use task mining and recorded walkthroughs to build PDDs quickly during new client transitions.
06SLA and MIS reporting
Compile daily SLA, backlog and productivity reports from workflow tools and client systems.
07Reusable automation catalogue
Build components once, such as ERP posting or email triage, and configure them per client.
08Agent assist with LLMs
Retrieve client SOPs through RAG and suggest next steps to agents, with guardrails on what can be said.
09Considerations we design for.
- Strict client segregation for bots, credentials, queues and logs
- Client-specific data protection obligations under GDPR, HIPAA and the DPDP Act 2023
- SOC 2 and ISO 27001-style control evidence produced from bot logs
- SLA-aware queue priorities and escalation when bots fall behind
- Licence utilisation tracked so shared robots are not left idle
- Process changes from clients handled through formal change requests
- Bot-to-FTE capacity models agreed with commercial teams
- Clean handover and exit documentation for every client automation
Productivity you can commit to.
SLAs
Bots clear routine volume so people handle exceptions on time.
Components
Each new client starts from a tested catalogue.
Transitions
Process capture and stabilisation take less time.
Licence utilisation
Shared robots run across clients and shifts.
Can one bot serve several clients?
A shared component can, with client-specific configuration and separate credentials. Runtime isolation is designed around your contracts and each client's security requirements.
How do automation gains fit our commercial model?
We help build capacity models that translate bot throughput into FTE equivalents, so you can plan productivity commitments and pricing.
Can you support a new client transition?
Yes. We use task mining and structured walkthroughs to document processes quickly, then automate stable steps once the process settles.
Do you offer people as well as automation?
Yes. Our people services provide developers, pods and trained talent who can sit inside your delivery teams.
Find your first ten automations in two weeks.
A structured discovery sprint that maps your processes, scores them for automation potential and hands you a prioritised roadmap with effort and payback for each.