In the following outsourcing case study, we discuss the client’s working relationship with HGS, the roles they initially looked for and how they expanded to further accommodate higher level functions.
The retail industry has experienced positive growth over the past few years. With the advent of digital transformation, it has become one of the most competitive markets worldwide, thanks in part to the convenience brought on by online shopping.
However, expanding on a global scale also brings intense competition between outsourcing and new innovative global retailers.
To keep up with shifting trends without compromising costs and hurting profit margins, a leading online retail business turned to outsourcing as a growth strategy.
Initiating the Outsourcing Process
With the client stressing the importance of providing customer experience, HGS worked closely with the client team to carefully map out and document the critical processes on the local level. This was done in order to assess the client’s capabilities and to craft an optimal outsourcing strategy that would benefit them.
Following their in-depth review, the HGS team recommended their client to transfer a number of customer care functions to their outsourced team members. In doing so, HGS will be responsible for measuring performances, training team members, and handling all customer needs.
In effect, HGS adopted their client’s local processes and procedures to these key functions. This resulted in achieving high levels of alignment and efficiency, which refined the customer care experience. HGS gave the client access to their experienced human resources and training and development teams to assist with any cultural and legislative concerns they may have when working with a Filipino workforce.
Expanding Beyond Initial Roles
As the team began to perform well beyond expectations, the client began exploring more roles and functions that they could send to outsourcing teams. As part of HGS’s ongoing support and commitment to service excellence, they assessed and reviewed what their client was looking for. Eventually, they expanded to outsourcing additional back office functions, including finance, HR, and marketing.
To strengthen the working relationship of their outsourced team, HGS worked collaboratively with the client to set up particular protocols that ensured they would be operating optimally. All team members underwent extensive training to comply with their client’s standards. The team is also closely managed by the client through real-time communication that allows for immediate responses and solutions when required. Through HGS’s continued support, the client achieved excellent success with their outsourcing team resulting in higher levels of service satisfaction.
Overall Satisfaction
The client was also able to scale up their customer service team cost-effectively while staying competitive and innovative as part of their outsourcing objective. The ability for businesses to achieve higher levels of efficiency and service while reducing their overheads is what makes outsourcing such a viable business strategy.
We hope that this outsourcing case study has given you a glimpse into what effective outsourcing can do for your company. By partnering with an experienced provider, you will have a seamless adaptation of an outsourcing strategy that minimizes risks and issues. If you are looking to begin outsourcing some of your company’s functions, contact us today to help you get started.
