Who we are

Our website address is: www.thoughtfocusbuild.com.

This ThoughtFocus Privacy Policy (hereinafter called “Policy”) provides information to the user on the procedures followed by ThoughtFocus and its Affiliates (“ThoughtFocus,” “we,” “us,” “Company,” “our”) to collect/process/utilize/handle/store/disclose/ protect the personal information and sensitive personal information of ThoughtFocus employees, visitors, users of the ThoughtFocus sites, users of ThoughtFocus services or any data of customer/prospective customers including their representatives, the subscribers of ThoughtFocus newsletters, third party suppliers and business partners (“user,” “you”, “your”).

This Policy also applies to our services offered through any third-party site or service provider. This Policy applies to all employees of ThoughtFocus and is designed to comply with Applicable Data Protection Laws in the applicable jurisdiction.

ThoughtFocus reserves the right to make necessary changes to this Policy from time to time as it deems appropriate to continue to be compliant with the governmental/regulatory changes, changing requirements of business, or otherwise.

The key terms used in the Policy are defined below, and the terms that are not defined below shall have general meaning attributed to them. 

  1. “Affiliate” shall mean the company or any other entity that, whether directly or indirectly through one or more intermediaries, controls, is controlled by, or is under common control with us. 
  2.  “Applicable Data Protection Laws” for this Agreement shall mean and include the General Data Processing Regulation (EU 2016/679) (GDPR), the California Consumer Privacy Act (CCPA) of USA, Health Insurance Portability and Accountability Act of 1996 (HIPAA) of USA, Graham-Leach-Bailey Act (GLBA) of USA, Information Technology Act 2000 of India, Digital Personal Data Protection Act 2023 of India, the Privacy Act (Canada), the Personal Information Protection and Electronic Documents Act (Canada) and any other data protection law which may be applicable (including any amendments, additional guidelines, regulations) from time to time.
  3. “GDPR” means Regulation (EU) 2016/679 of the European Parliament and of the Council of Apr 27th, 2016, on the protection of natural persons regarding the processing of personal data and means used.
  4. “Data,” “Personal Information,” and “Personal Data” shall mean any information that relates to an identified or identifiable natural person; an identifiable natural person can be identified, directly or indirectly, in particular by reference to an identifier such as a name, an identification number, location data, an online identifier or to one or more factors specific to the physical, physiological, genetic, mental, economic, cultural or social identity of that natural person.

This Policy will outline the nature of the Data collected and processed by ThoughtFocus. It will also explain the means of processing and the purpose of processing the Data.

  1. What kind of personal information/data is collected and for what purpose?

ThoughtFocus gathers various forms of Personal Data from our users to optimize the delivery of our services and functionalities. The specific information we collect depends on user interactions with our sites and services, the content of communications, and engagements with third-party entities.

  • Direct Identifiers, including but not limited to your unique online identifier, name, alias, social media handle, IP address, username and password, postal and/or email address, phone number, account name and/or account number, social security number, driver’s license number, passport number, and/or state identification number.
  • Related Identifiers, including but not limited to your date of birth, bank, credit or debit card number, financial information, insurance policy number, and/or license plate information.
  • Physical Characteristics, including protected characteristics under federal and state law, such as age, sex, race, and ethnicity.
  • Commercial Information, including records of products or services purchased, obtained, or considered, and other purchasing and consuming histories and tendencies.
  • Biometric Information, such as fingerprints, is collected only from ThoughtFocus employees to secure access to office space.
  • Internet or other Electronic Network Activity Information, including browser type and version, browser settings, operating systems and platform, device type, operating information, mobile carrier, page response time, and download errors, with our sites and in communications.
  • Geolocation Data, such as your zip code and time
  • Audio, Electronic, Visual, and Thermal Information, including telephone recordings, electronic communication records, security camera footage from applicable ThoughtFocus properties, and temperature readings.
  • Professional or Employment-Related Information, such as your work history, salary history, and education history.
  • Other details, any other information the user might provide to us voluntarily.
  1. How do we collect personal information and data?

We collect Data through your interactions on our website and in our products. While some Data is provided directly to us, some Data is collected by us using a website, interaction therein, and choices and preferences you make. Your privacy setting in the device and the preferences you make while using our website or any product or service, determines the kind of Data shared with us.

We collect Data that you voluntarily provide to us through a website or email, account creation, or any physically filled form, or you voluntarily consent to us collecting the Data from you. We may also collect information about you from third-party sources like data aggregators, who may or may not have a direct relationship with you.

III. Purposes for which we process the personal information/data:

We use the personal information outlined in a variety of business and commercial purposes, including but not limited to:

  • Provide the services you have
  • Conduct business dealings with
  • Fulfil a transaction you requested or
  • Create and manage your account between ThoughtFocus and you or any other Third
  • Operate the sites, including access management, payment processing, site administration, internal operations, troubleshooting, data analysis, testing, research, and statistical
  • Respond to your requests, feedback, or
  • Employment-related matters like hiring, training, performance management, benefits administration, and payroll management. This includes business purposes such as internal reporting, analysis, and planning.
  • To process invoices for our services and manage our accounts (including usage and licensing compliance.
  • Comply with laws, regulations, and other legal
  • Comply with relevant industry standards and our
  • Operate, evaluate, and improve our
  • Provide you with information and advertisements about products, services, and promotions from us or affiliates that may interest you.
  • Deliver content tailored to your interests and the way you use the
  • Present content in a manner that is optimized for your
  • Measure and analyse the effectiveness of the sites and services we provide to
  1. Who do we share personal information/data with, and why?

We do not sell or rent your Personal Information or share your Personal Information for cross-context behavioral advertising. We may, however, disclose Personal Information for purposes such as:

  • With your We may disclose your Personal Information with your consent. We may obtain your consent in writing, email, online, or through “click-through” agreements when you accept the terms of use on our sites, orally, either in person or on the phone, or by other means.
  • In a business transfer. We may disclose your Personal Information as part of a corporate business transaction, such as a merger or acquisition, joint venture, corporate reorganization, financing, or sale of company assets.
  • To non-affiliated third parties, such as service providers and contractors. We may disclose your Personal Information with other parties, such as service providers and contractors, to facilitate your access and use of our sites and services, including but not limited to internet service providers, advertising networks, data analytics providers, governmental entities, operating systems, and platforms, social medial networks, and service providers who provide us a service (e.g., credit/debit card processing, billing, shipping, repair, customer service, auditing, marketing, debugging to identify and repair errors that impair existing intended functionality on our sites or services, and/or protecting against malicious, deceptive, fraudulent, or illegal activity).
  • To subsidiaries and Affiliates. We may disclose your Personal Information with our subsidiaries and affiliates to further facilitate your use of our sites and services and to ensure the smooth and consistent operations of ThoughtFocus by identifying and repairing errors that impede intended functionality and to protect against malicious, deceptive, fraudulent, or illegal activity.
  • For legal process and protection. We may disclose your Personal Information to satisfy any law, regulation, legal process, or governmental request or where we have a good faith belief that access, use, preservation, or disclosure of such information is reasonably necessary to:
    • Protect our rights or interests, property or safety, or that of
    • In connection with claims, disputes, or litigation – in court or
    • Protect users of our sites and services and other carriers or providers from fraudulent, abusive, or unlawful use of, or subscription to, such services; and
    • Facilitate or verify the appropriate calculation of taxes, fees, or other obligations due to a local, state, or federal government.
  1. How we store your personal information/ data?

We take reasonable steps to protect the personal information we collect from being used, lost, or accessed in an unauthorized manner. Access to your data is limited to those employees, contractors, and other third parties who have business and need to know. Associates with access to such data are subjected to nondisclosure agreements and only to the extent required to process the business requirements. The data collected are primarily stored on servers in the US. A secondary data backup may be maintained on computer systems outside the US.

We assess privacy risks periodically and take measures to ensure that your personal information is protected and kept confidential. Data collected and stored employ robust encryption methods and hashing techniques that are standard and current in the industry.

  1. How long do we retain your personal information/data?

We will only retain your Data for as long as it is necessary to satisfy the purpose for which it was provided by you or collected by us (for example, for the required time for us to answer queries or resolve problems or for providing Services or for employment-related matters).

We may, therefore, retain your Data for a reasonable period after your last interaction with us. When the Data that we collect is no longer required in this way, we destroy or delete it securely. We may, instead of destroying or erasing your Data, make it anonymous so that it cannot be associated with or tracked back to you. In some instances, we may have legal or regulatory obligations that require us to retain specific records for a set period.

VII. How do we ensure the security of your personal information/data?

We use a variety of physical, technical, and administrative security standards, technologies, and procedures to help protect your Data from loss, misuse, alteration, destruction, or damage to an appropriate level depending on the sensitivity of the information. All Data is secured safely in our database.

Wherever we collect personal sensitive information (such as credit card details, biometrics, etc.), the Data is encrypted and transmitted to us securely. You can verify this by looking for a lock icon in the address bar and looking for “https” at the beginning of the address of the web page.

While we use encryption to protect personal sensitive information transmitted online, we also protect your information offline. Only employees who need the information to perform a specific job (for example, billing or customer service) are granted access to Data. The computers/servers in which we store Data are kept in a secure environment.

 The following measures are employed to protect your Data:

  • Physical security measures such as restricted access facilities and locked filing cabinets.
  • Organizational processes such as limiting access to your personal information to a selected group of individuals.
  • Technological measures include electronic security measures for computerized personal information, such as password protection, database encryption, and personal identification numbers.
  • Requiring third parties with access to your personal information to protect, secure, and appropriately dispose of it.
  • Shredding of documents containing personal information.

VIII. What are your rights over the data?

We provide you the ability to exercise specific controls and choices regarding our collection, use, storage, and disclosure of your personal information.

  • Right of Regardless of where you live, you may submit a request that we correct or update the information we have about you.
  • Right to obtain a copy of your data together with information about how and on what basis that Data is processed.
  • Right to change Regardless of where you live, you may change your choices for subscriptions, newsletters, and alerts.
  • Right to unsubscribe from ThoughtFocus marketing and Regardless of where you live, you may choose whether you want to receive marketing and advertising from us.
  • Right to control advertising and online Regardless of where you live, you have a right to control how your personal information is tracked online.
  • Right to restrict processing. In the event you want us to stop using any Data about you due to it being inaccurate, then you may notify us to stop using the Data.
  • Right to anonymize your data so that it cannot be associated with or tracked back to you.
  • Right to erasure: You may write to us to request that we delete all the data in our database.
  • Right of non-discrimination. You have a right to exercise your rights under this section free of discrimination. ThoughtFocus will not discriminate against you in any way if you choose to exercise your rights under this section.
  1. How can you opt out of the process?

Unless you ask us not to, we may contact you via email in the future to tell you about new products or services or changes to this Policy or otherwise for any promotional activity. You may opt out from receiving such emails in the future as per the instructions in the email.

You may opt out of future contacts from us at any time by contacting us via the email address specified in this Policy, including to get information about your rights over the Data.

We may be required to retain specific Data for compliance, audit, or regulatory purposes to the extent permitted by the Applicable Data Protection Laws.

  1. Use of Cookies

ThoughtFocus uses cookies and similar technologies, which are small text files used to store data for the webserver to remember you, your device, and your preferences and settings. This is done with the sole intention of providing better service, remembering user preferences, enabling account login, preference-based marketing, performance analysis of ThoughtFocus, and any other lawful purpose as may be required by the business.

If you do not wish to receive cookies from us, you have access to the information the cookies collect and can edit it through the settings of the internet browser, limiting the access granted to our cookies. This enables you to withdraw your consent as well by clearing or blocking the cookie.

  1. How do we collect, use, and disclose Non-Personal Information?

Non-personal information is data that does not identify you or directly relate to you as an individual. This may include de-identified or aggregated personal information that no longer identifies a specific individual.

We may anonymize any personal information (i.e., render it so that it irreversibly no longer allows the person to be identified directly or indirectly). Such information may be used for a variety of purposes, such as performing services, developing and improving our products and services, and sharing it with third parties and/or business partners for any lawful purposes.

We will obtain your consent if we ever combine non-personal information with any personal information, and such information will be treated as personal information under the Policy.

California Consumer Privacy Act (CCPA) Notice

This privacy notice applies to California residents and supplements our general Privacy Policy. It explains your rights under the California Consumer Privacy Act (CCPA) and how we collect, use, and share your personal information.

Information We Collect

  • We collect the following categories of personal information:
  • Identifiers (e.g., name, email address, IP address)
  • Commercial information (e.g., products purchased, payment information)
  • Internet activity (e.g., browsing history, search history)
  • Geolocation data

How We Use Your Information

We use your personal information for the following business purposes:

  • Providing and improving our services
  • Processing transactions
  • Marketing and advertising
  • Complying with legal obligations

As a California resident, you have the right to:

  • Know what personal information we collect about you
  • Request deletion of your personal information
  • Opt-out of the sale of your personal information
  • Non-discrimination for exercising your CCPA rights

To exercise your rights, please contact us at dataprivacyofficer@thoughtfocus.com  

We will update this notice annually and whenever there are significant changes to our privacy practices.

 

 

For a mortgage lender, solving staffing challenges meant deploying AI-enabled delivery pods that scaled capacity without traditional hiring constraints.

The Challenge Of Elastic Workforce Demand

The mortgage lender faced wildly cyclical staffing needs driven by interest rate fluctuations. Peak seasons required 200+ underwriters, but maintaining that headcount year-round was unsustainable. Traditional hiring cycles took months, meaning they missed revenue opportunities during surges and carried excess payroll during slowdowns. Offshore outsourcing provided bodies but lacked quality control and institutional knowledge. They needed workforce elasticity that could scale rapidly while maintaining expertise, compliance, and consistent service quality. The challenge was architectural: how do you build capacity that flexes intelligently with demand?

The ThoughtFocus Build Experience

We deployed specialized delivery pods combining rebadged offshore experts with AI Workforce agents. Each pod focused on specific functions like underwriting fulfillment, with human experts handling judgment calls while AI workers automated document verification, income calculation, and compliance checks. The rebadging model provided immediate cost relief and control, while AI agents multiplied human capacity. Pods operated as self-contained units that could be replicated quickly. We embedded governance automation and human oversight to ensure quality remained consistent as volume scaled. The model was self-funding, with cost reductions financing continued AI innovation.

The Breakthrough

Initial underwriting dropped from 48 hours to 8 hours. The lender scaled from 45 to 90 unit capacity in weeks, not months, handling a 60% volume surge without new hires. Cost per loan fell 38% while quality improved, and the delivery pod model became their competitive advantage in a commoditized market.

For an insurance carrier, streamlining claims adjudication meant augmenting human expertise with AI workers that could handle complexity, not just routine tasks.

The Challenge Of Judgment-Intensive Workflows

The carrier’s claims adjudication process required nuanced human judgment. Adjusters evaluated damage assessments, reviewed medical reports, interpreted policy language, and negotiated settlements. Each claim involved multiple handoffs between specialists, creating bottlenecks and inconsistent outcomes. Simple automation couldn’t help because the work demanded interpretation, not just data entry. Claims took 45 days on average to settle, frustrating customers and tying up reserves. They needed to accelerate workflows without sacrificing the judgment quality that prevented fraud and ensured fair settlements. The challenge wasn’t eliminating humans, but multiplying their capacity.

The ThoughtFocus Build Experience

We deployed specialized AI workers that functioned as intelligent assistants to human adjusters. AI workers extracted key information from medical records, compared damage estimates against historical data, identified policy coverage gaps, and drafted preliminary settlement recommendations. Rather than replacing adjusters, AI workers handled the analytical groundwork, allowing humans to focus on edge cases and final decisions. We designed handoff protocols where AI workers flagged confidence levels, automatically routing straightforward claims for fast approval while escalating complex cases with full documentation prepared. Human adjusters retained ultimate authority but gained AI-powered leverage.

The Breakthrough

Average claims cycle time dropped from 45 to 18 days. Adjusters increased throughput by 60% while reporting higher job satisfaction, focusing on meaningful decision-making rather than document review. Customer satisfaction scores rose 28%, and the carrier processed growing claim volumes without adding headcount.

For a software company, modernizing their platform required retrofitting AI without cannibalizing existing ARR or alienating their established customer base.

The Challenge Of Innovation Without Disruption

The software company had built a successful SaaS platform with steady recurring revenue, but AI-native competitors were entering their market with compelling alternatives. They needed to infuse AI throughout their product, but a complete rebuild would take years and risk losing customers during transition. Their existing codebase was monolithic, making incremental AI additions difficult. More critically, they couldn’t sunset their current platform without jeopardizing $50M in ARR. They needed to transform their development approach entirely while maintaining business continuity and keeping customers on a unified, forward-compatible platform.

The ThoughtFocus Build Experience

We introduced an AI-powered Software Development Life Cycle (AI SDLC) that accelerated their retrofit without increasing headcount. AI agents handled code analysis, identifying optimal integration points for new capabilities. We deployed AI pair programming to rewrite modules incrementally, ensuring backward compatibility while adding intelligent features. Our AI testing agents caught regressions before they reached production. We worked sprint by sprint, releasing AI-enhanced features as updates to the existing platform rather than a separate product. Customers stayed on one platform, experiencing continuous improvement without migration pain.

The Breakthrough

Development velocity doubled within six months. The company released AI features quarterly instead of annually, retaining 98% of customers while attracting new ones. Their ARR grew 35% as existing customers upgraded tiers for AI capabilities. They transformed from playing defense against AI-native competitors to leading their category with intelligent automation.

For a payments company, modernizing legacy infrastructure wasn't about replacement, but about bridging decades-old systems with an AI-powered workforce.

The Challenge Of Modernization Without Disruption

The payments company processed millions of transactions daily through mainframe systems built over 30 years. These systems were stable and reliable, but inflexible. Adding new payment methods or fraud detection capabilities required months of development. Their competitors were launching AI-driven features in weeks. Complete system replacement would cost hundreds of millions and risk catastrophic downtime. They needed their legacy infrastructure to support modern AI capabilities without a risky, expensive overhaul. The challenge was architectural: how do you make decades-old technology speak the language of modern AI?

The ThoughtFocus Build Experience

We designed an integration layer that wrapped legacy systems with modern APIs, creating a bridge between mainframes and cloud-based AI services. Rather than replacing human operators managing exceptions and reconciliations, we deployed an AI Workforce of specialized agents that could read legacy system outputs, make intelligent decisions, and execute actions across old and new platforms. We started with fraud detection, where AI agents analyzed transaction patterns in real time and flagged anomalies while legacy systems continued processing payments uninterrupted. Our phased approach minimized risk while delivering immediate value.

The Breakthrough

Fraud detection improved by 60% within three months, while the company maintained 99.99% uptime. The AI Workforce now handles 10,000 exception cases daily that previously required manual intervention. Most importantly, their legacy infrastructure became an asset again, capable of supporting innovation without requiring complete replacement.

For a healthcare system, integrating AI into existing systems meant connecting decades of legacy infrastructure without disrupting patient care.

The Challenge Of Seamless Integration

The healthcare system had invested in multiple AI-powered tools for diagnostics, scheduling, and patient engagement. But each system operated in isolation. Their electronic health records, billing platforms, and clinical workflows couldn’t communicate with the new AI applications. Data sat trapped in silos, requiring manual transfers that introduced errors and delays. Care teams grew frustrated toggling between eight different interfaces. Leadership knew AI held promise, but without integration, they were simply adding complexity. They needed AI woven into existing workflows, not stacked on top of them.

The ThoughtFocus Build Experience

We conducted a comprehensive systems audit, mapping data flows and identifying integration points across their technology stack. Rather than ripping and replacing, we built a unified data layer using APIs and middleware that allowed legacy systems to communicate with modern AI tools. We prioritized clinical workflows first, integrating an AI diagnostic assistant directly into the EHR interface physicians already used. Our team worked in sprints, testing each integration thoroughly before expanding. We established governance protocols ensuring data security and compliance throughout.

The Breakthrough

Physicians now access AI-powered insights without leaving their primary workflow. Patient data flows seamlessly between systems, reducing documentation time by 48%. The integration framework became reusable infrastructure, allowing the provider to adopt new AI capabilities in weeks rather than months, transforming AI from isolated experiments into embedded intelligence.

For a financial services company, managing offshore call centers under fixed SLAs meant every efficiency gain translated directly to bottom-line savings.

The Challenge Of Escalating Service Costs

The company operated multiple offshore call centers handling customer inquiries, but costs kept rising while service quality plateaued. Their existing vendor model lacked incentive for innovation. Call volumes were growing 15% annually, threatening to push headcount and expenses even higher. Leadership needed a way to dramatically reduce cost per interaction while improving customer satisfaction and maintaining contractual SLA commitments. Simply adding more human agents wasn’t sustainable. They needed a fundamental reimagining of their service delivery model that could scale intelligently.

The ThoughtFocus Build Experience

The strategy including rebadging their offshore teams to ThoughtFocus , immediately reducing overhead while maintaining continuity. Simultaneously, we deployed AI capabilities starting with intelligent routing and response suggestion tools that augmented human agent performance. Our teams worked side by side with rebadged agents, implementing conversational AI for tier-one inquiries and sentiment analysis to prioritize complex cases. We structured the engagement around contracted SLAs with tiered cost reduction targets, aligning our success with theirs.

The Breakthrough

Within four months, cost per interaction dropped 5%, hitting 15% at eight months and 30% at one year. Error rates fell below 2%. More importantly, the self-funding model meant transformation paid for itself while delivering $40M+ in savings over seven years, all while exceeding SLA commitments and improving customer satisfaction scores.

For a mid-sized manufacturer, the transformation began with a simple question: How do we compete when larger rivals have deeper AI investments?

The Challenge Of Operational Reinvention

The manufacturer faced mounting pressure from competitors leveraging AI for predictive maintenance, supply chain optimization, and quality control. Their legacy systems couldn’t communicate effectively, data lived in silos, and their workforce lacked AI literacy. Leadership recognized that incremental improvements wouldn’t suffice. They needed fundamental transformation of how they operated. But they couldn’t afford downtime or massive capital expenditure. The challenge wasn’t just technical; it required cultural change, new skills, and reimagined processes while maintaining production commitments.

The ThoughtFocus Build Experience

We embedded with their operations team to understand the full production ecosystem. Through value stream mapping, we identified bottlenecks where AI could multiply human expertise rather than replace it. We designed a transformation roadmap that modernized data infrastructure while deploying quick-win AI applications, starting with computer vision for defect detection on their highest-value product line. Crucially, we ran “lunch and learn” sessions, training operators to work alongside AI tools and creating internal champions who drove adoption across shifts.

The Breakthrough

Within six months, defect rates dropped 34% and the manufacturer recaptured market share. But the real transformation was cultural: their team now proactively identifies automation opportunities, and they’ve launched three additional AI initiatives, owned and operated internally. They’ve evolved from AI skeptics to innovation leaders.

For a mortgage lender, the first step was to determine where AI could drive measurable business impact, not just technical possibility.

The Challenge of Strategic Alignment

The lender processed thousands of loan applications monthly but lacked clarity on which workflows would benefit most from AI. Their teams had competing priorities: operations wanted faster underwriting, compliance needed better risk detection, and customer experience sought personalized engagement. Without a unified strategy, they risked building disconnected AI experiments that wouldn’t scale or deliver ROI. They needed a framework to identify high-value opportunities, assess feasibility, and sequence implementation in a way that built organizational confidence.

The ThoughtFocus Build Experience

We began with cross-functional discovery sessions, mapping current workflows against pain points and data readiness. Our team conducted a rapid opportunity assessment, scoring 12 potential use cases across impact, complexity, and data availability. We facilitated alignment workshops where stakeholders prioritized together, creating a shared vision. The result: a phased roadmap starting with document intelligence for income verification—a high-impact, technically achievable entry point that would demonstrate value quickly while building the foundation for more advanced applications.

The Breakthrough

Within 90 days, the lender had a board-approved AI strategy with clear success metrics and a funded pilot. More importantly, they had organizational alignment and a reusable framework for evaluating future AI investments, transforming AI from a scattered set of ideas into a strategic capability.