Expanding a Client Support System for a Finance Services Client

A financial services provider needed a scalable customer support operation to handle increasing client demand. NAVA built, operated, and transferred a customer support team, providing the client with a fully functional and efficient operation.

Our Approach

  • Build Phase: NAVA recruited, trained, and established a dedicated customer support team tailored to the client’s needs.
  • Operate Phase: Managed the team using performance-driven metrics, AI-enabled support tools, and continuous training to ensure quality service.
  • Transfer Phase: After achieving operational stability and efficiency, the fully functional support team was transitioned to the client.

Results

  • Increased Customer Satisfaction: The dedicated team improved response times and customer service quality.
  • Efficient Handover: NAVA’s structured handover process allowed the client to take full ownership seamlessly.
  • Reduced Overhead: The client expanded customer support without the high costs of traditional in-house growth.