Firstsource

Firstsource Solutions Limited is a business process management (BPM) company that provides a range of services across the customer lifecycle. The company was established in 2001 as ICICI InfoTech Upstream Ltd., a subsidiary of ICICI Bank. Its name was changed to Firstsource Solutions Limited in 2006, and it went public with listings on the National Stock Exchange and Bombay Stock Exchange in India in February 2007. In 2012, the RP-Sanjiv Goenka Group acquired a majority stake in the company.

The company's initial founding CEO was Ananda Mukerji, who led the company from its inception until 2010. Mukerji, a graduate of IIT Kharagpur and IIM Calcutta, has over 30 years of experience in project finance, corporate finance, and investment banking, including a significant tenure with the ICICI Group where he was involved in setting up new businesses. Shashwat Goenka, Vice Chairman of the RP-Sanjiv Goenka Group, joined Firstsource's Board of Directors and was instrumental in the 2012 acquisition. He holds a degree from The Wharton School, University of Pennsylvania, and has experience with companies like Nestle India and KPMG India.

Firstsource delivers transformational solutions and services to industries including Banking and Financial Services (BFS), Healthcare, Communications, Media and Technology (CMT), and other diverse sectors. Its client base includes over 150 global brands, with a significant number of Fortune 500 and FTSE 100 companies. The company's business model is centered on providing customer management services such as contact centers, transaction processing, and debt collection. Revenue is generated through these services, with the Banking and Financial Services segment being a major contributor. Geographically, North America accounts for the majority of its revenue.

The company's service portfolio is built on a "Digital First, Digital Now" strategy, integrating technology with human expertise. Key service offerings include digitally empowered customer experience, intelligent back-office operations, automation, and analytics. Firstsource leverages artificial intelligence, machine learning, and robotic process automation to simplify complex business processes for its clients. A notable part of its offering is in the healthcare sector, where it provides platform-based services for patient engagement and financial management. The company has also made strategic acquisitions to bolster its capabilities, including the purchase of The StoneHill Group, a US mortgage services provider, and Ascensos, a UK-based customer experience provider for the retail sector.

Keywords: business process management, BPM, customer lifecycle management, digital transformation, back-office support, transaction processing, debt collection services, banking financial services, healthcare BPO, communications media technology, customer experience outsourcing, intelligent automation, data analytics, financial analyst, RP-Sanjiv Goenka Group, public company, global delivery centers, mortgage services, retail CX, IT-enabled services