Case Studies & Representative Engagements
Retail & E-Commerece
Services: Contact Center Outsourcing · BPO · Business Intelligence
Goal: Improving Customer Support & Order Resolution
Challenge: High volumes of customer inquiries related to orders, returns, and deliveries, with limited visibility into agent performance and customer experience metrics.
Our Solution: We deployed a multilingual contact center team supported by standardized workflows, quality monitoring, and Power BI dashboards to track SLAs, volumes, and resolution trends.
Results
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Faster response and resolution times
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Improved customer satisfaction
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Full visibility into performance and demand patterns
Related Services: Contact Center Outsourcing, Business Intelligence & Data Analytics
Food & Beverage
Services: Contact Center Outsourcing · BPO · Business Intelligence
Goal: Centralizing Customer Support Across Multiple Locations
Challenge: A growing restaurant group struggled with inconsistent customer handling, peak-hour complaints, and lack of centralized reporting across branches
Our Solution: We centralized customer interactions through a dedicated contact center, introduced escalation and quality frameworks, and built branch-level performance dashboards.
Results
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Consistent customer experience across locations
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Faster complaint handling during peak hours
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Clear performance insights per branch
Related Services: Contact Center Outsourcing, Business Intelligence & Data Analytics
We partner with organizations across industries to deliver scalable, high-performance Global Business Services.Below are selected examples of how Wafrah GBS helps clients improve customer experience, operational efficiency, and data-driven decision-making.
Technology & SaaS
Services: Technical Support · Contact Center · BI & Analytics
Goal: Scaling Support While Maintaining SLA Compliance
Challenge: The client needed scalable customer and technical support without compromising SLAs or service quality during rapid growth
Our Solution: We provided dedicated support teams aligned to product lines, implemented SLA monitoring, and delivered predictive dashboards for volume forecasting and resource planning.
Results
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Improved SLA adherence
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Better workforce planning
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Actionable insights into customer behavior
Related Services: Contact Center Outsourcing, Business Intelligence & Data Analytics
FMCG
Services: BPO · Contact Center · Data Analytics
Goal: Enhancing Distributor & Consumer Support
Challenge: The client required centralized distributor and consumer support with consistent service levels and nationwide performance visibility.
Our Solution: We implemented structured support workflows, consolidated regional reporting, and built dashboards to analyze demand and issue trends
Results
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Improved distributor engagement
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Faster issue resolution
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Executive-level reporting for decision-making
Related Services: Contact Center Outsourcing, Business Intelligence & Data Analytics
Healthcare
Services: Contact Center Outsourcing · BPO · Business Intelligence & Data Analytics
Goal: Improving Patient Support & Operational Visibility
Challenge: The healthcare provider faced high volumes of patient inquiries related to appointments, services, and follow-ups, with strict requirements for accuracy, confidentiality, and service consistency. Limited reporting made it difficult to monitor performance and identify bottlenecks.
Our Solution: We implemented a structured customer and patient support model, handling inquiries and administrative tasks through trained teams aligned to compliance and data accuracy standards. Performance dashboards were introduced to monitor volumes, response times, and service quality.
Results
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Improved response times for patient inquiries
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Consistent and compliant handling of sensitive information
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Clear visibility into service performance and demand trends
Related Services: Contact Center Outsourcing, Business Intelligence & Data Analytics
Real Estate
Services: Contact Center · BPO · BI & Analytics
Goal: Optimizing Lead Management & Conversion Tracking
Challenge: High lead volumes with limited tracking of follow-ups, conversions, and sales performance.
Our Solution: We handled lead qualification and routing, integrated reporting with CRM data, and delivered dashboards to track conversion funnels and pipeline health.
Results
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Improved lead conversion rates
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Better sales visibility
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Streamlined follow-up processes
Related Services: Contact Center Outsourcing, Business Intelligence & Data Analytics