SaaS software company reduces labor costs by 70%
The company
With offices in eight cities across six countries and catering to 2.3 million customers, our client is a major player in the world of SaaS-based project management solutions. With remote work the new normal, our client’s technology is empowering employees to stay productive even while apart and is the collaborative work management platform of choice for 20,000 plus companies in more than 140 countries.
The challenge
Access to talent is an issue for many companies, let alone the substantial costs associated with basing an entire workforce onshore. However, offshoring provides businesses with an attractive option to improve their efficiencies when it comes to the likes of recruitment, office facilities and infrastructure. With heavily resourced teams based onshore, our client was keen to reduce its financial burden by growing a customer success team offshore with a view to later adding further roles such as web developers, customer service associates and renewals managers.
Our solution
After months of careful planning, we recruited a Customer Success Manager in mid-2020 and established the training and implementation of KPIs needed for them to succeed in their role. This was soon followed by the hiring of a Customer Support Agent. The client has also committed to implementing a buddy system from onshore counterparts to provide additional support for their new team members.
The results
A recent recruitment campaign saw the onboarding of two Customer Success Managers, with offshoring of the positions having enabled our client to reduce total employment costs for these roles by 70%. What’s more is the client’s new capability to quickly, efficiently and cost effectively roll out a 24/7 customer support team that can be dialed up and down in line with demand. Such results have prompted the company to appoint a Renewals Manager with further offshore recruitment planned for this year and beyond.
The conclusion
The ability to leverage a flexible resourcing model through outsourcing with MicroSourcing has enabled our client to provide 24/7 customer support and better manage the risk that comes with fast growth within a competitive industry such as tech.
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