Back Office Outsourcing Services for Efficient Business Operations
Outsource repetitive business processes and focus on strategic growth.
ISO Certified
24/7 Customer Support
SLA-Driven Delivery
Omnichannel Support
Benefits of Back Office Outsourcing Services
Struggling with manual workload and operational inefficiency?
Outsource your back office operations to improve productivity, reduce workload, and ensure accurate data management with reliable support teams handling administrative and operational processes efficiently.
Data Entry Services
Ensure accurate and efficient data management with professional data entry services, helping businesses handle large volumes of data, maintain records, and improve operational efficiency with reliable back office support.
Administrative Support
Enhance productivity with administrative support services that manage routine business tasks, scheduling, reporting, and operational coordination, allowing teams to focus on core business activities and strategic growth.
Data Processing
Streamline business operations with data processing services that organize, manage, and analyze business data efficiently, enabling faster decision-making and improved workflow management for growing companies.
Document Management
Improve document handling with secure document management services, including organization, storage, and processing of business documents, ensuring easy access, better compliance, and efficient workflow management.
Our Back Office Outsourcing Services: Delivering Measurable CX Outcomes
Our Back Office outsourcing services are designed to address real business challenges—improving First Call Resolution (FCR), enhancing Customer Satisfaction (CSAT), and driving operational efficiency.
Explore how we’ve helped organizations across industries transform customer experience and streamline operations through structured, performance-driven delivery.
Leading Health Insurance TPA
Managing High-Volume Claims with Speed & Accuracy
Client Overview
A leading Third Party Administrator (TPA) delivering insurance services across geographies, managing large volumes of claims and customer interactions.
Business Challenge
- High volume of claims requiring faster processing and accuracy
- Need for seamless coordination between patients, hospitals, and insurers
- Demand for 24/7 multilingual customer support across channels
- Improving turnaround time while maintaining compliance and service quality
Our Solution
Morena Technologies deployed a dedicated omnichannel BPO support model covering:
- Claims Management & Adjudication
End-to-end support including claim intimation, cashless authorization, reimbursement processing, and claim settlement with strict documentation verification. - Hospital & Patient Coordination
Real-time support from admission to discharge, enabling smooth cashless approvals and faster discharge processes. - Digital & Self-Service Enablement
Support for digital modules including e-cashless, claims upload, hospital locator, and grievance management. - 24/7 Multilingual Customer Support
Voice, chat, and WhatsApp-based assistance for retail, corporate, and group policyholders, including policy guidance and query resolution.
Key Outcomes
- Improved First Call Resolution (FCR) through structured workflows and trained agents
- Faster claim processing and approval turnaround time
- Enhanced Customer Satisfaction (CSAT) with proactive patient support
- Seamless coordination between stakeholders (patients, hospitals, insurers)
- 24/7 availability ensuring uninterrupted customer experience
Business Impact
Enabled the client to deliver a high-quality, responsive claims experience, reduce processing delays, and strengthen overall CX performance across the insurance lifecycle.
Leading Mobility & Leasing Company
Managing Pan-India Bookings with Seamless Customer Support
Client Overview
A leading mobility and financial services provider offering car rental and operating lease solutions across India, managing high volumes of customer interactions and bookings.
Business Challenge
High volume of customer queries across voice, email, and social media
Need for seamless booking management (self-drive and chauffeur services)
Delays in customer onboarding due to KYC and document verification
Managing real-time escalations (SOS alerts) and complaint resolution
Ensuring consistent CX across multiple channels and geographies
Our Solution
Morena Technologies deployed a scalable omnichannel BPO model:
- Customer Support & Sales (Self-Drive)
Managed inbound support and outbound sales via voice and email to improve engagement and conversions. - Pan-India KYC & Onboarding Support
Streamlined customer onboarding through efficient document verification and faster KYC processing. - Social Media & Complaint Management
Delivered real-time support across social platforms and implemented structured complaint tracking for faster resolution. - Reservation & Dispatch Support (Chauffeur Drive)
Managed end-to-end booking lifecycle (create/modify/cancel) ensuring seamless coordination and service delivery. - SOS & Escalation Handling
Provided 24/7 support for SOS alerts with rapid coordination between customers and branch teams.
Key Outcomes
Improved First Call Resolution (FCR) across channels
Increased Customer Satisfaction (CSAT) with consistent CX delivery
Reduced response and resolution time
Improved booking conversions through outbound sales
Faster onboarding with improved KYC turnaround time
Business Impact
Enabled the client to deliver a seamless, reliable omnichannel experience across India, improve operational efficiency, and strengthen real-time support capabilities—driving measurable improvements in FCR, CSAT, and overall CX performance.
Leading Digital Payments Platform
Handling High-Volume Payment Queries With Speed & Accuracy
Client Overview
A leading digital payments platform enabling UPI-based money transfers and financial transactions across India, serving millions of users with high transaction volumes.
Business Challenge
High volume of customer complaints related to failed and incorrect transactions
Need for faster resolution of payment and account-related issues
Managing sensitive queries around KYC and account verification
Ensuring consistent customer experience across support channels
Handling peak volumes while maintaining service quality and compliance
Our Solution
Morena Technologies implemented a scalable omnichannel support model:
- Transaction Support & Complaint Resolution
Managed customer complaints related to failed payments, incorrect transfers, and transaction discrepancies with structured workflows. - KYC & Account Verification Support
Assisted customers with KYC processes, account verification issues, and document validation to ensure smooth onboarding and compliance. - Customer Support (Voice, Chat & Email)
Delivered consistent support across channels with a focus on quick resolution and clear communication. - Escalation & Case Management
Implemented structured case tracking and escalation handling to improve resolution efficiency and reduce repeat contacts.
Key Outcomes
Improved First Call Resolution (FCR) for transaction-related queries
Enhanced Customer Satisfaction (CSAT) through faster and clearer resolutions
Reduced turnaround time for complaint resolution
Improved accuracy in handling payment and account-related issues
Streamlined KYC and account verification support processes
Business Impact
Enabled the client to deliver a reliable and responsive customer support experience, improve issue resolution efficiency, and strengthen customer trust—driving better performance across FCR, CSAT, and overall CX delivery.
Book a Back Office Outsourcing Consultation
Tell us about your business needs and our outsourcing experts will contact you within 24 hours.
© 2026. Morena Technologies. All rights reserved.