Your Transformation Partner
Abacus is a leading consulting, technology and outsourcing firm, helping global customers to accelerate business transformation by quickly converting ideas into innovative, secure, and scalable business solutions. Combining unmatched experience and specialized skills across more than 40 industries and business functions, Abacus works at the intersection of business and technology to help organizations meet their key priorities and create sustainable value for their stakeholders. Headquartered in the United Kingdom, with offices in the Kingdom of Saudi Arabia, United Arab Emirates, Egypt and Pakistan, Abacus has more than 800 global customers and over 2,800 customer-focused employees working in 30+ countries.
headquarters
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St. Martin’s House, 16 St. Martin’s Le Grand, London, EC1A 4EN,London, EC1A 4ENUnited Kingdom
other locations
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Office No. 615 & 616, Liberty House, Dubai International Financial Centre, Sheikh Zayed Road,Dubai 417624United Arab Emirates
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Office # 423, 4th Floor, Akaria # 2, Olayya Street, P.O. Box # 295879Riyadh 11351Saudi Arabia
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405 Lexington Avenue The Chrysler Building 9th Floor PMB # 9014New York,, NY NY 10174United States
Focus
Portfolio
Abacus helped Hafilat embark upon its digital journey with SAP Business One
“Abacus has a very competent and reliable team, we realized this during the demonstration. Availability of the team, resources, and cooperation was one of the keys and they were good in all these areas,” says Muhammad Ibrar Khattak, Financial Controller at Hafilat Industry LLC. Watch the complete story here https://www.youtube.com/watch?v=DfpXp5zx2tE
Safaricom: Harnessing the power of APIs to transform lives in Africa
Safaricom holds the distinction of being the largest telecommunications services provider in Kenya, but we’re aiming for an even loftier goal: empowering Kenyans with tools for economic growth. From venture capital investments in local startups to our commitment to the United Nations (UN) sustainability goals, we prioritize the mission of transforming lives in our country.
A key part of this mission is M-PESA, our mobile payment solution. M-PESA enables money transfers and lending, and empowers Kenyans to manage their finances by transforming their mobile phones into a personal bank branch. Partners can integrate with the service via APIs that are exposed via the Apigee API management platform. Read the complete story here: https://bit.ly/2YAQDfX
Telenor: Innovating with APIs
Abacus implemented Apigee API Management Platform at Telenor Pakistan. The implementation:
- Is helping Telenor Pakistan growing an ecosystem of partners and customers that can help the company innovate at a faster rate
- Is enabling Telenor Pakistan to expose its data and platform capabilities to the ecosystem and develop new revenue channels.
- Manages the developer traffic and provide real-time insights for better decision-making.
Reviews
the project
Call Center Voice Services for Financial Services Co.
“The campaign managers have a solid relationship with their team and maintain a professional work environment.”
the reviewer
the review
A Clutch analyst personally interviewed this client over the phone. Below is an edited transcript.
Introduce your business and what you do there.
Our personal finance app offers many ways for users to track their expenses and budgets. It’s primarily available for Android and iOS, though it’s also accessible online. My role is a senior manager.
What challenge were you trying to address with Abacus Cambridge Partners?
One of our services is bill negotiation where our agents negotiate bills on behalf of our users for a lower rate. We needed resources who could take on those calls for us.
What was the scope of their involvement?
Abacus has assigned agents to carry out our bill negotiation services. Each person goes through a pretty intense training schedule since we take financial information and security really seriously. Because this is such a new service, their team is helping us explore the boundaries to see how far we can take it.
What is the team composition?
There are four main communicators, and the extended team has about 30 people give or take.
How did you come to work with Abacus Cambridge Partners?
Our CEO had a contact who’d worked with Abacus before and recommended them. At the time, we were looking at a few other BPO companies in Pakistan but ended up landing on Abacus because we liked their policy and setup.
What is the status of this engagement?
We’ve worked with them since June 2020.
What evidence can you share that demonstrates the impact of the engagement?
In general, we’ve been impressed with the quality of the agents Abacus suggested. Most of them are educated, forward-thinking people, which is exactly what we’re going for. As a startup, we’re trying to develop our systems as quickly as possible, so we’re constantly throwing new things at them. And, they’ve been quick to adapt — that’s probably their strong suit.
I’d also add that they’re very patient. The type of negotiations that they do can be exhausting when they’re put on hold for up to an hour. Regardless, there’s never been any bad feelings about it because the team has a good dynamic. They maintain positive energy throughout.
How did Abacus Cambridge Partners perform from a project management standpoint?
Their campaign managers are with the team throughout the day and have been receptive to feedback. They’re communicative and responsive.
What did you find most impressive about them?
The campaign managers have a solid relationship with their team and maintain a professional work environment. People enjoy coming into work, which helps mitigate turnover. Employee churn is a huge problem in the BPO industry, but we’ve been lucky enough to not experience that with Abacus.
Are there any areas they could improve?
They usually have response times of a minute or less. If there’s a rising issue, we expect them to answer within a 10-minute window. That will stretch out a little further than we’re comfortable with sometimes, but they’re working on it.
Do you have any advice for potential customers?
No, I can’t think of anything off the top of my head. Their onboarding process to get us set up was great.
Educated and quick-thinkers, Abacus’ agents have adapted to new procedures to meet the startup’s needs. They boast a strong team culture, which helps mitigate turnover rates while encouraging a positive work environment. Now, they’re working with the internal team to improve response times.