When you’re outgrowing your technical support capacity and considering whether an offshore solution is viable

Overview:

• The client was inundated with request for technical support due to growing business
• The support requests required remote (offsite) support, so could be delivered from anywhere where there was an internet connection
• They engaged TMC to source a suitably skilled person to work within their existing team at less than half the cost of what it would otherwise have cost if delivered from New Zealand
• The clients were indifferent to this resource being in the Philippines

Challenge:

• The client required an urgent solution
• The client did not have the budget to employ a similarly skilled person in New Zealand
• The Client required the solution to have no negative impact to his existing client experience

Solution:

• We advertised the position as a vacancy in our Manila office
• We short listed suitably skilled applicants for presentation to our client
• The client interviewed 3 applicants and offered the job to his preferred person
• The successful applicant joined our clients existing team seamlessly

The final solution included:

• We implemented our Offshore Dedicated Team Solution
• The client saved more than 50% on what it would have otherwise cost in New Zealand
• The appointment was deemed a success by the client and warmly received by our clients’ clients

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