Company
Customer service
Outsourcing
Back Office Services
Back Office Services
Fast and efficient back-office support that helps streamline day-to-day operations.
Scope of our services
1
Document processing
Supporting document verification, classification, updates, and administrative processing activities that require high levels of accuracy, data consistency, and process compliance.
2
Data entry and verification
Supporting data entry, validation, and maintenance processes to improve data accuracy, ensure consistency, and reduce the administrative workload of internal teams.
3
Claims and complaint processing
Providing administrative support for claims and complaint handling processes, including case intake, document verification, workflow coordination, and status tracking.
4
Payment verification
Supporting payment verification processes, transaction monitoring, exception handling, and administrative financial operations to ensure accuracy and process efficiency.
5
Ticket and case management
Managing operational requests and tickets, including case routing, status monitoring, internal process coordination, and escalation support.
6
Onboarding support
Supporting onboarding processes through document collection, verification activities, data setup, and coordination of administrative tasks.
Faster process execution
Helping organizations streamline workflows, reduce processing times, and improve the efficiency of administrative and operational processes.
Improving operational accuracy
Supporting processes that require high levels of accuracy, consistency, and control to reduce operational errors and improve process reliability.
Managing volume fluctuations
Providing the operational flexibility needed to maintain process continuity during peak periods, seasonal demand, and periods of rapid business growth.
Maintaining SLA performance
Supporting processes that require consistent turnaround times, operational predictability, and adherence to defined service level agreements.
Compliance support
Supporting processes that require procedural compliance, secure data handling, and adherence to regulatory and operational requirements.
Eliminating operational bottlenecks
Supporting process optimization efforts that reduce delays, improve coordination, and increase operational efficiency.
Increasing process visibility
Providing greater visibility into workflows, task status, and areas requiring optimization, oversight, or escalation.
CASE STUDY
Comprehensive customer service and back-office support for Allegro
Axendi’s cooperation with Allegro has evolved from supporting a single communication channel into a large-scale, multichannel operation serving both buyers and sellers. Today, we provide customer support across five channels — email, chat, callback, helpline, and Messenger — in Polish, Ukrainian, and Czech.
Our teams support users with onboarding, technical assistance, dispute resolution, and day-to-day platform-related inquiries. Through a scalable operating model, we help Allegro maintain service quality while supporting the efficient operation of one of the region’s largest marketplace ecosystems.
Our back-office service delivery model
1
Dedicated operational teams
We create dedicated teams tailored to the specific nature of your processes, workload volumes, and industry requirements.
2
Process management and operational oversight
We provide ongoing process management, task performance monitoring, and continuous operational improvement.
3
Quality assurance and compliance
We implement quality assurance procedures and control mechanisms that support accuracy, security, and process compliance.
4
Multilingual support
We deliver back-office processes in multiple languages, supporting organizations operating across different markets.
5
Flexible resource scaling
We quickly adjust team capacity to accommodate changing business needs and seasonal fluctuations in workload volumes.
6
Reporting and performance monitoring
We provide regular reports and operational performance metrics, ensuring full visibility into process execution and outcomes.
Industry experience
E-commerce and retail
We support processes related to order management, returns and refunds, complaints handling, product data maintenance, customer onboarding, and operational documentation management.
Banking and financial services
We deliver back-office processes that require high levels of accuracy, security, and compliance, including customer onboarding support, data verification, and AML and KYC processes.
Healthcare
We support healthcare organizations with administrative processes, document management, case coordination, and patient data administration.
Telecommunications
We support telecommunications operators and service providers with case management, data verification, documentation processing, and post-sales administrative operations.
AI-supported back-office services
1
AI-supported interactions
AI agents support selected business processes, case handling, and information gathering and delivery, helping operational teams reduce repetitive workloads and focus on more complex tasks.
2
Process and workflow automation
We automate back-office processes to reduce manual effort, accelerate task execution, and improve operational efficiency.
3
Process monitoring and reporting
We provide data, insights, and analytics that support decision-making, process performance monitoring, and the identification of optimization opportunities.
4
Quality assurance and continuous Improvement
We provide quality assurance, trend analysis, and actionable recommendations to support continuous operational improvement.
Proven through experience.
Chosen for trust.
Poland as a leading back-office services hub
1
Access to skilled professionals
Poland offers access to qualified professionals who support administrative, financial, and operational processes, as well as document management and data processing activities.
2
Multilingual operational support
Back-office teams provide support in multiple European languages, helping organizations efficiently manage operations across different markets.
3
European compliance standards
Processes are delivered in accordance with GDPR requirements and established European standards for security, compliance, and data protection.
4
Process maturity
The long-standing growth of Poland’s business services sector has fostered strong expertise in process management, quality assurance, and operational efficiency.
5
Operational scalability
Organizations can easily scale support capacity in line with growing workloads, business expansion, and seasonal fluctuations in demand.
6
Advanced technology and automation
A mature technology ecosystem supports process automation, data analytics, and the implementation of AI-driven solutions that enhance back-office efficiency and productivity.
Get a personalized back office service proposal.
How do back-office teams help maintain accurate patient and provider records?
Back-office support helps healthcare organizations maintain accurate, up-to-date patient and provider records across medical systems. Services typically include data entry, record updates, information verification, database maintenance, and ongoing administration of patient and physician data. By ensuring data consistency and accuracy, back-office teams help reduce administrative burdens, support operational efficiency, and enable healthcare staff to focus more on patient care.
What are the risks of managing patient and provider records without dedicated back-office support?
Healthcare providers often face time-consuming data entry and database maintenance, which diverts resources from patient care. Without dedicated support, patient and doctor records can become inaccurate or outdated, creating risks of errors, inefficiencies, and compliance issues. Managing these tasks internally slows processes and reduces overall service quality.
What challenges do organizations face when managing KYC processes in-house?
KYC requirements are complex and constantly evolving, making it difficult and costly to manage them fully in-house. Organizations face high regulatory and reputational risks if data collection, verification, and documentation are not handled with accuracy and consistency. Without access to specialized teams trained in KYC and up to date with changing regulations, businesses struggle to ensure compliance while delivering a smooth customer onboarding experience.
What are the benefits of outsourcing KYC and customer verification processes?
- Reduced regulatory risk through accurate verification of customer data and documentation.
- Stronger compliance with financial and legal requirements.
- Improved customer trust by ensuring secure and transparent identification processes.
- Dedicated team always up to date with evolving regulations and standards.
Why do financial institutions outsource administrative and operational processes?
Financial institutions can improve operational efficiency by implementing structured processes for managing high-volume administrative and documentation workflows. By partnering with Axendi, organizations gain access to dedicated back-office teams that support activities such as document processing, loan administration, invoice handling, complaint management, and data verification. This helps reduce errors, improve process consistency, and increase operational transparency while ensuring that documentation is handled according to established procedures and compliance requirements. As a result, organizations can streamline day-to-day operations, reduce operational risks, and maintain greater control over complex business processes.
How can e-commerce businesses improve data quality without increasing internal workloads?
Organizations can reduce operational risks by implementing structured data management processes and ensuring ongoing data quality control. By partnering with Axendi, businesses gain access to dedicated back-office teams that support data validation, record maintenance, and information management activities. This helps minimize errors, improve compliance, strengthen decision-making, and reduce the operational costs associated with inaccurate or incomplete data.
How can e-commerce companies ensure a smooth onboarding experience for customers and business on marketplaces partners?
Many organizations achieve this by outsourcing onboarding processes to dedicated back-office teams. External specialists can support registration, account setup, technical integrations, and user activation while ensuring that customers, merchants, and business partners receive clear guidance throughout the onboarding journey. Outsourced onboarding support helps organizations maintain consistent processes, accelerate platform adoption, reduce internal administrative workloads, and ensure compliance with operational requirements. As a result, new users can become productive and engaged more quickly, while internal teams remain focused on core business activities.
