Industries · Business Experience
Your industry has its own rules.
Your team should know them.
Every industry has its own customers, regulations and rhythms. We shape each Business Experience engagement around yours, then run it with a dedicated team from our Amman hub that takes the time to learn how your business works.
Our core focus
Financial Resolution Services
This is our core focus, and where we are building our team and our expertise first. Financial resolution companies help American consumers with financial troubles. We run the conversations and the case work behind them, with a team in our Amman hub that speaks fluent English with American accents and is trained deeply on each client’s process.
- Sales and enrollment callsFast, patient conversations with people looking for help, run to your scripts and your rules.
- Client servicesUpdates, questions and concerns handled by people who explain things clearly and calmly.
- Document collectionForms and paperwork chased, checked and filed so no case stalls.
- Case support and follow-upNext steps, deadlines and payments tracked so your team always knows what comes next.
- Quality and complianceEvery call and message reviewed against your scripts, disclosures and communication rules.
Industry explorer
BX by industry
For each industry: what makes it hard to run, the functions that matter most, and a typical customer lifecycle with the function behind each stage.
Don't see yours?
The functions we run work across industries. Tell us how your operation works and we'll show you where BX fits.
Talk to usFinancial Resolution Services
Patient support for clients under pressure.
Enrollment, client services, document collection and case support for financial resolution companies.
What makes it hard
- The first call is high-stakes
- Programs run for months or years
- Documents set the pace
- Communication rules are strict
Functions that matter most
A typical lifecycle
- 1Inquiry(Revenue as a Service)
- 2Enroll(Revenue as a Service)
- 3Documents(Back Office)
- 4Update(Customer Experience)
- 5Follow up(Back Office)
- 6Complete(Customer Experience)
Financial Services
Fast service that stays inside the rules.
Account servicing, onboarding, payments and disputes, with compliance reviewed on every interaction.
What makes it hard
- Every conversation carries regulatory weight
- Customers expect app-speed service
- Back-office work piles up quietly
- Sensitive data at every step
Functions that matter most
A typical lifecycle
- 1Apply(Back Office)
- 2Verify(Back Office)
- 3Service(Customer Experience)
- 4Resolve(Customer Experience)
- 5Collect(Revenue as a Service)
- 6Grow(Revenue as a Service)
Technology & SaaS
Support that knows your product.
Technical support, onboarding and customer success for software companies that live on retention.
What makes it hard
- The product changes every sprint
- Onboarding decides renewal
- Tickets hide product signals
- Tiered support gets messy
Functions that matter most
A typical lifecycle
- 1Trial(Revenue as a Service)
- 2Onboard(Customer Experience)
- 3Support(Customer Experience)
- 4Escalate(Customer Experience)
- 5Administer(Back Office)
- 6Renew(Revenue as a Service)
Professional Services
More time for client work.
Scheduling, documents, billing support and client communication for consulting, legal, accounting and advisory firms.
What makes it hard
- Admin eats billable time
- Client matters are confidential
- Billing lags the work
- Every partner works differently
Functions that matter most
A typical lifecycle
- 1Win(Revenue as a Service)
- 2Open(Back Office)
- 3Coordinate(Back Office)
- 4Prepare(Back Office)
- 5Bill(Back Office)
- 6Stay in touch(Customer Experience)
E-Commerce & Retail
Service that holds up in peak season.
Customer service, orders, returns and marketplace support, planned around your promotions and peaks.
What makes it hard
- Peaks don’t always go to plan
- "Where is my order?" dominates
- Returns and refunds cost margin
- Many channels, one brand
Functions that matter most
A typical lifecycle
- 1Browse(Revenue as a Service)
- 2Order(Back Office)
- 3Deliver(Customer Experience)
- 4Return(Back Office)
- 5Review(Customer Experience)
- 6Return again(Revenue as a Service)
Logistics & Supply Chain
Catching delays before customers call.
Dispatch support, tracking updates, exceptions, claims and freight billing for carriers, 3PLs and shippers.
What makes it hard
- Exceptions drive the workload
- Customers ask before you tell them
- Paperwork slows cash
- Freight never stops
Functions that matter most
A typical lifecycle
- 1Quote(Revenue as a Service)
- 2Dispatch(Back Office)
- 3Track(Customer Experience)
- 4Exceptions(Customer Experience)
- 5Deliver(Back Office)
- 6Bill(Back Office)
Energy & Utilities
Billing and outage support, planned ahead.
Billing support, service orders, outage communication and payment arrangements for energy providers and utilities.
What makes it hard
- Bills are complicated
- Outages spike demand
- Customer protections are regulated
- Field and office must connect
Functions that matter most
A typical lifecycle
- 1Start(Back Office)
- 2Bill(Customer Experience)
- 3Pay(Customer Experience)
- 4Visit(Back Office)
- 5Restore(Customer Experience)
- 6Save(Revenue as a Service)
Manufacturing
Connecting the plant to the customer.
Order processing, dealer support, warranty administration and supplier follow-up, working in your ERP.
What makes it hard
- Orders arrive in every format
- Dealers and distributors need answers
- Warranty claims are detailed
- Suppliers need chasing
Functions that matter most
A typical lifecycle
- 1Quote(Revenue as a Service)
- 2Enter(Back Office)
- 3Source(Back Office)
- 4Inform(Customer Experience)
- 5Invoice(Back Office)
- 6Support(Customer Experience)
Hospitality
Service your guests remember.
Reservations, guest support, loyalty and review management for hotels, resorts and hospitality groups.
What makes it hard
- Guests notice when a call sounds scripted
- Demand swings with the seasons
- Every call is a booking at stake
- Complaints travel fast
Functions that matter most
A typical lifecycle
- 1Book(Revenue as a Service)
- 2Prepare(Customer Experience)
- 3Stay(Customer Experience)
- 4Check out(Back Office)
- 5Review(Customer Experience)
- 6Return(Revenue as a Service)
At a glance
Core and supporting functions by industry
- Core function
- Often added
- Financial Resolution Services
- Customer Experience
- Core function
- Revenue as a Service
- Core function
- Back Office
- Core function
- Talent Operations
- Not typical
- Financial Services
- Customer Experience
- Core function
- Revenue as a Service
- Often added
- Back Office
- Core function
- Talent Operations
- Not typical
- Technology & SaaS
- Customer Experience
- Core function
- Revenue as a Service
- Often added
- Back Office
- Often added
- Talent Operations
- Often added
- Professional Services
- Customer Experience
- Often added
- Revenue as a Service
- Often added
- Back Office
- Core function
- Talent Operations
- Often added
- E-Commerce & Retail
- Customer Experience
- Core function
- Revenue as a Service
- Often added
- Back Office
- Core function
- Talent Operations
- Often added
- Logistics & Supply Chain
- Customer Experience
- Core function
- Revenue as a Service
- Often added
- Back Office
- Core function
- Talent Operations
- Often added
- Energy & Utilities
- Customer Experience
- Core function
- Revenue as a Service
- Often added
- Back Office
- Core function
- Talent Operations
- Not typical
- Manufacturing
- Customer Experience
- Core function
- Revenue as a Service
- Often added
- Back Office
- Core function
- Talent Operations
- Often added
- Hospitality
- Customer Experience
- Core function
- Revenue as a Service
- Core function
- Back Office
- Often added
- Talent Operations
- Often added
A typical starting point. Every engagement is scoped to your operation during the BX assessment.
In every industry
What every BX engagement includes
Industry details change the training, rules and workflows. These parts of the engagement stay the same.
A dedicated team
Trained on your business and your industry, and working only on your account.
Operations Analyst from day one
Maps your lifecycle, systems and rules before anything changes.
Function Manager from go-live
Runs your team day to day and is accountable for the results.
Hybrid Intelligence
AI takes the routine work, and people handle judgment calls, sensitive conversations and exceptions.
Every interaction reviewed
QA checks each interaction against your rules, so compliance gaps are found and coached.
Live visibility in NAS-AI
Performance, quality, compliance flags and coaching, as it happens.
Getting started
How your team learns your industry before go-live
- 1
Map the lifecycle
Your Operations Analyst follows the work end to end: every stage, system, hand-off and exception in your operation.
- 2
Write down the rules
With your compliance and operations leads, we document the policies, disclosures and approvals that apply to you.
- 3
Train on your business
Your team learns your products, customers, tools and tone before they speak to anyone.
- 4
Configure QA to your rules
QA checks and coaching are set to your standards, so every interaction is reviewed against what matters in your industry.
- 5
Go live and keep learning
Your Function Manager takes over at go-live. NAS-AI shows what is working and what the team should learn next.
FAQ
Questions about industries
Do you only work with the industries listed here?
No. These are industries where our functions are a natural fit. The work we run, customer experience, revenue, back office and talent operations, applies across most industries. Tell us about your operation and we will tell you honestly whether we are a good fit.
How does your team learn our industry?
Your Operations Analyst maps your lifecycle, systems and rules from day one. Your team is trained on your products, customers and policies before go-live, and QA is configured to your standards.
Can you meet the compliance requirements of regulated industries?
Your compliance team sets the rules, and we build training, scripts and QA around them. Every interaction is reviewed against those rules, and you see the results in NAS-AI. We are happy to walk your compliance and security teams through how it works.
Where is the team based?
At our flagship operations hub in Amman, Jordan, serving North American clients.
Don't see your industry?
The functions we run work across industries. Tell us how your operation works today, and we'll show you where Business Experience fits and who would run it.