This case study highlights how Avalon enabled performance transformation through data-driven operations management for a leading outsourcing services provider in Saudi Arabia

The client, a renowned provider of Business Outsourcing services in Saudi Arabia, caters to both public and private sector organizations, specializing in HR outsourcing, manpower deployment, and contact center support. Despite its deep domain expertise, the client faced significant delivery challenges including missed SLAs, low visibility into operations, and persistent issues due to ineffective root cause analysis.

Avalon led a comprehensive operational transformation by identifying key performance gaps across functions and implementing a Performance Management Framework. This included defining unit-specific metrics, establishing tracking systems, and setting benchmarked control limits. We also developed real-time dashboards and conducted workshops to embed operational excellence into daily workflows, while introducing automation and empowering teams to address bottlenecks proactively.

The impact of these interventions led to:

• SLA compliance for HR sourcing improved from 87% to 100% within 4 months.
• Contact center Average Handle Time reduced by 24% (from 352 to 268 seconds).
• First Time Resolution in the manpower outsourcing function rose from 95% to 98%.
• Recurring operational issues dropped by ~90%.
• Real-time reporting and stakeholder accountability drastically improved

This case study highlights how Avalon helped drive digital transformation for a leading synthetic rubber manufacturer.

Avalon led a digital-led transformation for a leading synthetic rubber and latex manufacturer with applications across industries such as paper, carpets, textiles, construction, and automotive. As the company planned to double its manufacturing capacity, it recognized the strategic need to adopt digital ways of working to ensure scalable efficiency. Avalon conducted a diagnostic to assess digital maturity, developed a focused digitization roadmap, and drove execution by selecting technology partners and managing change post-implementation.

The impact of these interventions led to:

• Enhanced sales team efficiency with a 360-degree real-time view of customer profiles, including purchase and payment histories.
• Improved customer experience by reducing lead times for sample requests and complaints, with real-time updates delivered via WhatsApp.
• Streamlined knowledge management with digitized workflows for NPD projects, field visit reports, and customer queries.
• Improved execution of the innovation funnel through a cost-effective solution embedded within the existing CRM platform.