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IT and Technology Experts Support Expansion From Australasia to Global

case study it support australia


Problem / Challenge

The client started operations as a packaging and container manufacturing company in Australia, and soon established a presence in New Zealand. After 16 years of promoting sustainability to consumer and industrial sectors in Australasia through their innovative packaging, reuse and recycling solutions, they were ready to go global.

The client knew that they had to ensure their support systems would be able to keep pace with their expansion. As they concentrated internal resource efforts on the implementation of their growth plans, they sought help in improving the reliability of their Manila-based IT service desk and technical support team. It was then while they were in the market for a Philippine partner that they were referred to Eastvantage by one of the latter’s highly satisfied clients.

Solution

After due analysis of the client’s Philippine offshore operations, Eastvantage drew out a plan to transition the client’s existing team from a captive set up to an outsourced set up. In a span of 30 days, the team was fully transitioned and operationalat the Eastvantage headquarters in BGC, Taguig City. Full assistance was provided by the Eastvantage HR and operations teams for a smooth transition, with minimal disruption to the client’s operations.

Eastvantage also assisted in establishing key performance metrics and processesto strengthen the Philippine team. It also took ownership of the augmentation of the Philippine team as needed.

Outcome

With Eastvantage expertise on handling tech and customer support, the client was able to cope with the increased demand for customer support resulting from the company’s expansion. Customer loyalty and satisfaction greatly improved as evidenced by the increase in Net Promoter Score (NPS) from 40% to 70%. Because the client is confident that their customers receive fast and reliable support, they were able to focus on their growth initiatives. They now service leading brands from 133 locations in 16 countriesworldwide. While they continue to grow, the Philippine support team grows at the same time.


Eastvantage provides inspired solutions to outsourcing challenges. Check out our portfolio to see how we’ve helped our clients succeed through customized technology support.