Services
Services built for measurable operational control.
ILUANA delivers BPO, KPO, data services, customer support, and process optimization with governance, documentation, and outcomes tracked end-to-end.
See how it works in About ILUANA. View sample outcomes in Projects.
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Service navigator
Jump to the service line that fits your current priorities.
BPO Operations
Back-office delivery built on repeatable workflows, documented SOPs, and SLA-driven queues.
- Order processing, claims support, and data entry workflows with QA checkpoints.
- Document verification, reconciliation, and exception handling with clear escalation.
- Operational reporting, case management, and backlog control.
Typical deliverables
SOP libraries, QA checklists, and weekly operational summaries.
Outcome focus: predictable turnaround and fewer exceptions.
KPO Support
Analytical support designed to expand capacity without sacrificing accuracy or context.
- Market research, data synthesis, and insight summaries with source notes.
- Recurring reporting for leadership and operational teams.
- Structured analysis workflows aligned to your KPIs.
Typical deliverables
Research briefs, dashboard inputs, and executive summaries.
Outcome focus: decision-ready insights delivered on schedule.
Data Services
Clean, structured, and enriched data delivered with consistent governance and validation.
- Data cleansing, deduplication, and normalization to defined standards.
- Tagging, classification, and extraction workflows for consistency.
- Enrichment and validation against approved reference sources.
Typical deliverables
Clean datasets, validation logs, and exception reports.
Outcome focus: trusted datasets for reporting and automation.
Customer Support
Multichannel support aligned to your brand voice, knowledge base, and escalation model.
- Email, chat, and voice coverage with QA monitoring.
- Ticket triage, escalation, and documentation updates.
- Customer experience reporting and trend analysis.
Typical deliverables
Knowledge base updates, QA summaries, and response metrics.
Outcome focus: consistent responses and resolution tracking.
Process Optimization
Improve efficiency through workflow mapping, SOP refinement, and KPI alignment.
- Workflow mapping with bottleneck identification.
- SOP design, standardization, and documentation refresh.
- KPI dashboards and reporting alignment.
Typical deliverables
Process maps, SOP libraries, and KPI alignment plans.
Outcome focus: reduced cycle time and clearer ownership.
Deliverables and KPIs we track
Every engagement includes measurable performance checkpoints tied to SLAs.
Turnaround time
Stage-level TAT tracked against SLAs and review windows.
Quality accuracy
QA checkpoints with defect logs and corrective actions.
Escalation handling
Response and resolution time tracked with clear ownership.
Volume throughput
Capacity planning aligned to weekly or monthly demand.
Documentation health
Regular updates to SOPs, knowledge bases, and runbooks.
Continuous improvement
Optimization backlog with recurring performance reviews.
Service FAQs
Quick answers to common questions.
SLAs are defined during scoping and documented with response windows, escalation paths, and QA checkpoints.
Yes. We align to your systems and workflows while maintaining audit-ready documentation.
Quality is managed through multi-step QA checks, calibrated reviews, and recurring performance analysis.
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Start with a clear scope and we will build the delivery plan.