(The following companies have a non-disclosure agreement with Source 1 HTMT which allows us to share statistical information with the general public without revealing the companies' names.)

COMPANY A: A Leading Blue-Chip Financial Service Company

One of the leading Blue-Chip Financial Service companies in the U.S. turned to Source 1 HTMT to improve service and customer satisfaction levels.

Source 1 HTMT started with a simple program consisting of general customer service for North America-based credit cardholders, in particular, bill payment enrollment via phone, billing inquiries, complaints handling and others. The program ramped up from pilot to full-scale within 4 months to accommodate 24x7 operations. During this period, the volume doubled, with no impact to quality. In 2003, Source 1 HTMT was awarded the full-scale credit card operations from account maintenance, up selling /cross selling to account adjustments.

Source 1 HTMT has addressed these demands with proprietary technology solution and a high quality knowledge management that has exceeded the service levels at a cost effective rate.

COMPBNY B: One Of The Largest Financial Companies In The U.S.

Information technology outsourcing is a mission-critical requirement for all businesses moving toward core-competency-based business models. Questions being asked by Senior Management include:

	Does it ever make sense to externally outsource a strategic function?
	What is the appropriate mix of internal and external resources and services?
	Which processes should we keep?
	How about specific business outcomes and client experiences?

These are just few of the many questions that the company's decision makers had to answer. With over 45,000 employees and partners who would be directly affected by the strategic move of outsourcing its internal IT support, it wasn’t a simple task for a $432 billion company to finally decide to pursue outsourcing.

In February 2004, project implementation phase started. Operations officially launched last June 21, with 35 helpdesk analysts, senior helpdesk analysts and SMEs or subject matter experts. Our analysts directly handled IT problems of the company's employees, including its executives, with great efficiency and client satisfaction.

Source 1 HTMT understands that every minute of delay for a Wall Street broker to access a needed application could translate to losing thousands of dollars of money. Therefore, for this client, we continuously work on improving the soft skills of our analysts as our QA extends to assessing the technical capability and accuracy of documented logs, as well as adherence to procedures. Frequent call monitoring is carried out to capture agent call handling and troubleshooting capabilities under different type of problems.