MicroSourcing was chosen for its expertise in offshore staffing solutions and its proven track record in maintaining secure operational environments.
The challenge
Their innovative video surveillance system prevents crimes, ensures faster police response and provides valuable management data for diverse clients nationwide. Their primary objective was to access a larger talent pool to enhance service delivery. However, their stringent data security requirements posed significant concerns when considering offshore or external labor assistance. Despite successfully already managing offshore operations in Mexico, the client recognized the need for additional support to scale their services securely. This strategic imperative led the client to initiate a partnership with MicroSourcing in the Philippines.
The partnership:
Establishing offshore operations
The decision to expand operations to Cebu was driven by the client's need to ensure seamless 24/7 monitoring capabilities. Cebu was selected over the Philippines capital of Manila due to perceived lower congestion levels and enhanced data security measures achievable in a less urbanized environment.
Additionally, Cebu's reputation for a skilled workforce provided the client with access to a diverse talent pool crucial for scaling operations effectively. MicroSourcing emerged as the partner of choice not only for its established presence in Cebu but also for their strong credentials in secure and compliant offshore operations.
With industry-recognized certifications such as ISO 27001 and ISO 9001, MicroSourcing demonstrated a steadfast commitment to maintaining the highest standards of data security and operational excellence. These certifications reassured the client of MicroSourcing's capability to handle sensitive security feeds and data from the US in a controlled, secure environment.
Initial setup and customization
Operations in Cebu commenced with an initial team of 49 dedicated MicroSourcing employees. This team initially included nine Team Leaders and 39 Security Monitoring Agents, with one standout performer quickly rising through the ranks. Within the first month, this individual was promoted from Team Leader to become the team's first Operations Manager, demonstrating the client's commitment to internal growth. Together, this strategically deployed team enhanced the client's CCTV surveillance capabilities and ensured rapid response times.
The setup was meticulously tailored to the client specific requirements, emphasizing:
Equipment integration: the client integrated their own devices sourced from the US with MicroSourcing's network infrastructure for their Cebu team. This integration allowed the client to maintain operational control over their equipment while benefiting from MicroSourcing's operational expertise and support.
Operational structure: the Cebu team operated in 12-hour shifts initially, synchronized with the client's operations in Mexico to ensure continuous monitoring capability across different time zones.
Early success and expansion
The partnership with MicroSourcing quickly yielded significant successes. Within the first two months of operation, the Cebu team successfully prevented several thefts and trespassing incidents.
Looking forward, the client is poised for further offshore expansion with MicroSourcing. They plan to double their workforce in Cebu aiming to support continuous 24/7 operations and expand into additional roles such as IT developers and social media specialists.
These expansions are designed to diversify the client's service offerings and enhance their operational agility in response to evolving client needs.