Offshore IT services delivery boosts customer profit and satisfaction

Outsourcing

Business Challenge

A leading provider of IT services and consultancy in Europe, our customer had grown rapidly in scale and reach, and was managing thousands of servers for its customers spread across the globe. In the recent past, the pace of customer acquisitions had picked up speed, and they were now managing very complex, heterogeneous environments that demanded deep skills and expertise. Also at hand were several technology migrations, which again demanded high end project management skills and technology expertise.

Skilling up in house manpower to meet these demanding requirements, or even acquiring new resources was a time consuming and expensive process. The challenge was to meet increasing demands, while at the same time keeping costs under control, without compromising on delivery standards or customer satisfaction. They had acquired a great reputation as a provider of quality IT services and consultancy, and they could not afford to compromise this at any cost. They approached Quadra with these challenges: could we deliver high end technical support services, with ability to work with multiple European languages in a cost effective manner?

Quadra at work

With more than a decade of deep experience in delivering technology services, and several global awards as testimony to our abilities, Quadra's reputation in providing high end IT services was well known. But what was crucial was how we could manage the delivery across multiple time zones and language barriers. There were cultural differences at play as well, and an effective understanding of these differences by going the extra mile enabled the crucial connect, that paved the way for a fruitful interaction.

Our services team was equal to the task, and came up with several innovative tools, including web service based language translators, that enabled them to overcome language barriers. Detailed and exhaustive documentation ensured that every team member was well equipped to handle delivery, without the need for time consuming interactions, that eroded confidence and prolonged service delivery times.

Business Benefits

With 24 x 7, round the clock support from our services team, our client was able to drive increased revenue and better billing rates from their customers. Our virtual team was now an integral part of their service delivery, along with dedicated resources that took care of server management and monitoring. Customer satisfaction was significantly higher, and this reflected in their ability take their customer conversations several notches higher, and sell deeper, as well as bid for and win new contracts. Revenues and profitability saw an exponential increase, and Quadra's remote services team was now more like an extended arm that helped them to meet the most demanding schedules or deliver on the most intricate technology projects.