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Changing providers without losing the value already built

Transitioning an established offshore operation means improving value without disrupting people, processes or outputs. This retailer needed more competitive rates, stronger recruitment and a model that could support increasingly specialized work.
Reassessing the provider, not the strategy
The Philippines remained a valuable talent market. The question was whether the existing provider could still deliver the right combination of cost efficiency, capability and operational support.
Make continuity part of the decision
A stronger operating model would mean little if the transition disrupted current performance. Protecting the existing team and maintaining business outputs therefore became a core provider-selection requirement.
Build for the capabilities needed next
The operation began primarily in high-volume customer experience. The retailer needed a model that could expand into more technical and specialist roles as its requirements changed.

From a customer experience team to a multi-function operation

The significance of the transformation was the retailer’s ability to preserve an established operation, improve the value it received and progressively expand the range and complexity of work performed offshore.
Zero interruption to business outputs
The existing team transitioned to MicroSourcing without disruption, protecting day-to-day operations and maintaining the retailer’s business outputs throughout the change.
A 350+ person offshore operation
The operation grew from approximately 100 people to more than 350 as the partnership delivered stronger talent, cost-effectiveness and operational support.
More than 20 specialized roles and profiles
The team expanded beyond high-volume customer experience into more than 20 specialist and technical roles across a broader range of business functions.
Support for a portfolio of 10+ optical brands
The model supported one of the world’s largest eyecare retailers, operating across a global portfolio of more than 10 optical brands.

FAQs Section

What is this case study about?
This case study explores how one of the world's largest online eyecare retailers successfully transitioned from an underperforming offshore provider to MicroSourcing without disrupting business operations. It highlights how the company expanded from approximately 100 offshore employees to a dedicated team of more than 350 professionals supporting over 20 specialized roles.
What business challenges did the retailer face?
How did MicroSourcing support the transition?
What roles were included in the offshore team?
Who should download this case study?
What insights will I gain from this case study?
Does the case study include cost-saving examples?
Is this relevant if we already have an offshore provider?
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About MicroSourcing

MicroSourcing empowers organizations to scale through dedicated offshore and nearshore teams, combining skilled talent, certified operations and trusted delivery to create measurable, long-term impact for businesses and professionals.

We envision a world where businesses of every size, location and industry can access the tools, talent and infrastructure they need to operate and grow - and where highly skilled professionals have access to meaningful opportunities beyond their local job markets.

MicroSourcing operates in the Philippines and Colombia across 13 service delivery centers, servicing 1,000+ clients and over 10,000 employees.

  • 8,000+ unique profiles hired across industries and business sizes
  • 200,000+ job-ready candidates screened
  • 60% of clients began small and then scaled