Problem / Challenge
The client is a San Francisco-based start-up offering on-demand 24/7 personal and business concierge services globally. In about a year after it was established, they experienced a surge in business volume and found themselves in need of help to efficiently handle customer concerns. They therefore sought assistance in establishing a support center that can provide core customer service functions within set standards.
Eastvantage helped the client build its frontline team for concierge services, business development, and voice support in the Philippines. The team comprised of virtual assistants providing text/chat support for inbound inquiries and outbound voice support. Further, Eastvantage assisted in setting up the client’s local internal teams for recruitment, HR, and accounting. All team members were onboarded as full-time employees of Eastvantage and are hosted in a world-class office space.
Due to the nature and requirements of the brand, Eastvantage allowed the client to be as involved as possible in the set-up and operations of the Philippine team, while the account management support, IT support, recruitment and HR support remained firmly in place for a successful partnership.
Eastvantage also provides the living and visa arrangements for the client’s American managers who are now working full-time in the Philippines.
By leveraging Eastvantage local knowledge and expertise, the client was able to more easily overcome the challenges of the business infancy stage. The flexible and agile solution allowed them to onboard multiple lines of businesses (LOBs) through:
- Faster Recruitment
- IT equipment availability
- Voice infrastructure setup
- Campaign Management
- Process Dashboard
In less than 18 months from engaging Eastvantage, the team grew from 20 to 200 full-time employees. Now on the 7th year of operations, the team is 393-strong. The company enjoys a 40% savings in operational costs of an offshore team versus operating onshore. More importantly, they found a partner who provides a scalable solution that is adaptable to the growing needs of the company.