Achieve a 24/7 Customer Support
The client, in question, is a major player in the world of on-demand software solutions. In this digital era, remote work is the new norm, so the client’s technology is empowering employees to continue to remain productive, even at home and it is the collaborative work management platform of choice, in many countries for most people.
Challenges
It comes as little surprise that labor costs and access to talent is an increasing concern for many companies, especially considering the significant costs associated with basing an entire workforce onshore! However, offshoring does provide businesses with an option to improve their efficiencies. In terms of recruitment, office facilities and IT infrastructure; these are just some of the most basic advantages that companies can expect to enjoy. The client was keen to reduce the financial burden by establishing a customer support team offshore, alongside customer service associates and renewals managers long term.
Solution
After some time of careful planning and deduction, we were able to recruit a Customer Success Manager and established the proper training, along with implementing KPIs needed for them to succeed in their role. The recruitment of a Customer Support Agent also followed, as this is an essential step, and the client and their company has taken extra steps to provide additional support for their new team members.
The Results
A successful recruitment campaign saw the onboarding of two Customer Success Managers in a short period of time. Due to offshoring these positions, the client reduced employment costs for these roles by a 70% margin! Furthermore, this allows the client’s company to establish and improve their customer’s experience, especially by ensuring the best support on a 24/7 basis. Such results have prompted the company to appoint further roles offshore for the upcoming year and beyond.
Project Information
Client:
Confidential
Location:
Houston, TX
Date:
August 01, 2019
