1Point1 Solutions wins ₹60 crore Piramal Finance CX deal

One Point One Solutions Limited on Monday said that it has secured a ₹60 crore customer experience (CX) operations contract from Piramal Finance Limited, as the Mumbai-based BPM firm sharpens its focus on the fast-growing financial services outsourcing market.

The three-year mandate will see 1Point1 manage inbound and outbound CX operations spanning customer service and sales across Piramal Finance’s lending portfolio. The programme will be delivered from the company’s Mumbai and Chennai centres.

The deal comes amid rising demand from banks and non-banking financial companies (NBFCs) to outsource customer lifecycle management, collections and digital engagement functions, as competition intensifies and customer experience becomes a key differentiator.

While large IT services firms such as Tata Consultancy Services, Infosys and Wipro continue to dominate large transformation deals, mid-sized BPM players are gaining traction in execution-heavy CX mandates, particularly across NBFCs and fintechs.

Lenders are increasingly investing in AI-led engagement, omnichannel support and analytics-driven operations to improve customer acquisition and retention, creating opportunities for specialised BPM vendors. NBFCs such as Mahindra Finance and DMI Finance have been stepping up digital adoption across lending and collections, signalling a broader shift in the sector.

For 1Point1, the Piramal Finance deal provides revenue visibility over the next three years while strengthening its presence in the banking, financial services and insurance (BFSI) vertical—one of its key growth drivers.

The company has been expanding beyond traditional voice-based BPO into AI-led CX, automation and customer lifecycle management services, in line with evolving enterprise demand. Its offerings span voice and non-voice support, back-office operations, collections and analytics-led process optimisation.

Looking ahead, 1Point1 is targeting strong growth, with plans to scale revenue and profitability at a compounded annual rate of 30–40% over the medium term. The company is also focused on increasing the share of high-margin BFSI and government business, expanding its presence in international markets such as the US and Australia, and building an AI-first BPM platform.

India’s IT-BPM sector continues to benefit from strong global demand, supported by a large talent pool and cost advantages. Within this, BFSI remains one of the largest outsourcing segments, driven by the rapid growth of digital lending, regulatory complexity and the need for scalable customer engagement.

Against this backdrop, 1Point1 see its latest win highlights how mid-tier BPM firms are carving out a niche in CX-led outsourcing, even as larger IT services companies dominate transformation-led deals.