Case Study: Enhancing Financial Scenario Planning for Customer Experience (CX) Operation

Client Background For confidentiality, we will call this client NextGen Contact Solutions, a leading BPO servicing Fortune 100 clients in the tech and telecom sectors. The company manages multi-million-dollar contracts with complex pricing models that include performance incentives, penalties, and revenue-sharing arrangements. Given the variability in client demands and market conditions, financial planning was critical to maintaining profitability.

Problem Statement NextGen Contact Solutions’ finance team struggled to keep up with frequent changes in client contracts, including new performance targets, pricing model revisions, and unexpected business changes. Traditional financial scenario planning was time-consuming and often reactive, leaving little time for proactive decision-making. They needed a solution that could provide real-time financial analysis and generate actionable recommendations.

Emro.AI’s QutrOS Solution Emro.AI proposed a collaborative approach (Option B), where they conducted a one-day, on-site AI-literacy training for the finance leadership team, followed by three weeks of virtual coaching. This approach enabled NextGen’s finance team to build and maintain a customized GPT model with guidance from Emro.AI.

Implementation Steps

1. Data Ingestion and Normalization: The QutrOS approach ingested historical financial data, including contract terms, revenue reports, and performance incentive records. Emro.AI worked with NextGen’s finance and IT teams to ensure clean and consistent data inputs.

   
   

2. GPT Model Training: The GPT model was fine-tuned to understand financial scenarios, pricing models, and contract variables. It was designed to simulate different financial outcomes based on changing inputs, such as:

   • Client-driven pricing changes.

   • Performance incentive adjustments.

   • Changes in agent headcount or operating costs.

     
     

3. Prompt Engineering for Finance: Emro.AI developed custom prompts tailored to NextGen’s financial planning needs. Example prompts included:

   • “Generate a financial impact analysis for a 5% reduction in client-paid incentives.”

   • “Simulate revenue changes if agent headcount is increased by 200 for [client].”

   • “Provide recommendations to maintain profitability if operating costs rise by 10%.”

     
     

4. Training and Mentorship: Over three weeks, Emro.AI provided virtual coaching sessions to help the finance team refine their prompts and interpret GPT outputs. The goal was to enable the team to independently generate scenario analyses and actionable insights.

   
   

Results Within two months of implementing the solution, NextGen Contact Solutions saw significant benefits:

• 30% Faster Scenario Planning: The finance team reduced the time required for scenario planning, enabling faster responses to client-driven changes.

  
  

• $2 Million in Cost Savings Identified: Through proactive financial analysis, the team identified cost-saving opportunities by optimizing pricing models and resource allocation.

  
  

• Improved Forecast Accuracy: Real-time simulations allowed the finance team to produce more accurate forecasts, reducing variance by 20%.

  
  

Client Testimonial The CFO of NextGen Contact Solutions shared, “Emro.AI’s QutrOS has transformed how we approach financial planning. The AI-driven insights have enabled us to stay ahead of client changes and maintain profitability in a highly dynamic environment. The training and mentorship provided by Emro.AI empowered our team to take full ownership of the solution.”

Next Steps NextGen Contact Solutions is now working with Emro.AI to:

• Expand the QutrOS platform to include predictive financial modeling for long-term strategic planning.

  
  

• Integrate real-time scenario planning capabilities with their ERP system.

  
  

• Conduct quarterly refresher training sessions to ensure ongoing AI literacy and best practices.

  
  

Conclusion This case study demonstrates how Emro.AI’s QutrOS platform can empower finance teams in BPOs to enhance scenario planning, improve forecast accuracy, and maintain profitability despite changing business conditions. By building internal AI capability through targeted training and mentorship, organizations can achieve long-term financial agility and success. Whether your organization needs assistance in building or maintaining a GPT model, Emro.AI offers flexible, high-impact solutions tailored to your needs.