How Myriad360's Search for a Philippine Outsourcing Partner Was Key to Overcoming Talent and Cost Challenges
Client Overview
Background: Myriad360 is a leading provider of comprehensive technology solutions, focusing on transforming and securing client IT strategies and infrastructures. They specialize in cybersecurity, risk management, network infrastructure, and technology consulting, serving sectors such as healthcare, finance, government, and more. Through partnerships with top IT security manufacturers and leveraging their in-house expertise in engineering, global logistics, and project management, Myriad360 addresses a broad spectrum of IT needs.
Challenges and Needs: Myriad360 faced scalability and cost efficiency challenges, alongside the need for specialized expertise to improve operational efficiency and expand their service offerings. These issues threatened their growth, profitability, and market position, affecting customer satisfaction and innovation potential.
Project Scope
Objective: The collaboration aimed to optimize Myriad360's operations, reduce costs, and enhance access to specialized skills and resources, thereby boosting their market adaptability and competitiveness.
KDCI delivered a comprehensive package of services, including:
Order Management
Product Information Management (PIM) and Data Entry
Returns Management
Accounts Payable and Receivable Management
Quoting and Invoice Management
Salesforce Administration
Custom Solutions: To address these challenges, KDCI expanded Myriad360's workforce in key departments. This process involved a thorough assessment of manpower needs, skill gaps, and industry-specific requirements to tailor a solution that featured full-time staffing arrangements, adapted to the client’s operational needs and work preferences.
The implementation process involved:
1
Assessment and Analysis
Of workforce needs and goals to understand the current state of manpower and identify areas for improvement
2
Onboarding & Training
Of new staff to align them with the company culture, policy, and operational tools
3
Process Integration
Of new team members into the company’s existing processes, ensuring workflow understanding
Feedback
Specific praise was given to team members for their exceptional contribution and work ethic. These teams were integral to achieving the project's objectives, demonstrating KDCI's ability to assemble skilled personnel tailored to client requirements.
Key takeaways include the importance of understanding client needs, the value of clear communication, and the focus on quality and efficiency. These insights have refined KDCI's future project approaches, emphasizing tailored services and client satisfaction.
Results
Myriad360 expressed high satisfaction with the outcomes, particularly highlighting the improvements in revenue and operational efficiency.
Art Brand Studios Achieves 70% Cost Savings from KDCI’s Outsourced Design Team
Client Overview
Background
Art Brand Studios (ABS), a visionary enterprise in the art and business sector, has distinguished itself by merging strategic art creation with profitable licensing and distribution. Specializing in developing art collections with renowned artists and iconic brands, ABS's portfolio includes collaborations with Thomas Kinkade Studios, the “Disney Dreams Collection,” and “At Home in Nature” by Marjolein Bastin.
Challenges and Needs
ABS faced significant challenges which adversely affected their business growth and market presence.
Maintaining high-quality, diverse, yet consistent design collaterals across departments
Lack of dedicated and skilled creative team
Inconsistent branding and delayed marketing efforts
Project Scope
Objective
KDCI Outsourcing was tasked with a pivotal mission: to enhance Art Brand Studios' branding efforts through the integration of highly skilled, cost-effective designers. Our goal was to ensure that their brand strategy was consistently and creatively reflected across various design collaterals, resonating effectively with their target audience.
Custom Solutions
In response, KDCI Outsourcing crafted a comprehensive solution:
Assemble a high-performing offshore creative team, specifically tailored to meet and exceed ABS's brand campaign design needs
Provide not just designers, but creative professionals who could seamlessly integrate with ABS's existing team, offering innovative design solutions and insights to enhance the overall production process
1
Collaborative Implementation
In-depth discussion with relevant stakeholders to understand client needs and expectations.
2
Streamlining Operations
Integrate KDCI team with the client by creating a seamless workflow that enhances efficiency and turnaround times.
3
Collaboration & Communication
Regular meetings, knowledge sharing sessions, and use of project management softwares to ensure real-time collaboration.
4
Talent Acquisition & Integration
Source exceptionally talented designers into the ABS team. These designers brought fresh perspectives and innovative ideas.
Results and Impact
Challenges such as cultural differences and training needs were overcome through dedicated communication strategies, cultural training, and continuous support.
The partnership with KDCI Outsourcing led to a significant reduction in ABS's production queue, prompting them to expand their team with additional designers from KDCI. This expansion not only scaled their design output but also optimized their offshore expenses. Impressively, our strategic outsourcing approach resulted to the following showcasing the efficiency and productivity of our solutions.
70%
Operational Cost Savings
4,160
Design Tasks
8,320
Production Hours
Client Feedback
ABS's response to the outcomes of our collaboration was overwhelmingly positive. They expressed immense satisfaction with the performance and creativity of the designers, leading to an expansion of the team. The feedback highlighted the designers' problem-solving skills, teamwork, and consistent error-free performance.
Dave Palmer, VP of Ecommerce, Art Brand Studios
How Webloyalty Supports 7250 Merchants Across 11 Markets Monthly By Building A Team with KDCI
Client Overview
Background
Webloyalty, a subsidiary of Webloyalty -Incentive Networks, is a loyalty and reward programs platform with over 200 international retail partners, including Secret Sales, Wowcher, and Funky Pigeon. They enable brands to deliver exclusive deals and benefits, driving customer satisfaction and retention. Leveraging its parent company's expertise in digital commerce and customer engagement, Webloyalty offers innovative solutions that meet the evolving needs of both retailers and consumers, ensuring a seamless and rewarding online shopping experience. This strategic approach not only fosters stronger customer relationships but also supports retailer growth in the competitive digital marketplace.
Challenges and Needs
Webloyalty struggled with managing their operations across multiple regions.
Inefficient back-end operations
Outdated content on their websites
Reaching their target market in 11 regions
Project Scope
Objective
KDCI was given the vital task of managing Webloyalty's complex regional operations across 11 regions with a versatile, multilingual e-commerce team. Our goal was to effectively manage their multiple international regions, keeping their online content engaging and up-to-date, ensuring accurate commission and affiliate information, as well as providing weekly updates and offering strong support for their website operations.
Custom Solutions
To solve their back-end inefficiencies, KDCI came up with a custom solution:
Deploy a dedicated multicultural team of professionals who are tasked to meet and exceed Webloyalty’s operational and content creation needs
Provide professionals who are not only proficient in marketing, but also have extensive experience in e-Commerce and admin tools to help optimize Webloyalty’s back-end operations, on top of assisting their online marketing efforts.
Build a team of English and non-English speakers to ensure smooth communication across multiple regions and seamless integration with Webloyalty’s existing multicultural team, offering reliable support to their front and back end operations.
Results and Impact
Challenges with marketing and operations were overcome through effective communication, streamlined operations, and continuous support.
The partnership with KDCI Outsourcing helped Webloyalty maintain up to date content on their online channels as well as seamlessly coordinate their operations across multiple regions. These led to the success of new market launches, supporting 7250 merchants and managing 9500 coupons every single month across 11 different countries for the past 16 years.
7,250
Merchants supported
9,500
Coupons Managed
11
Countries Served
Client Feedback
Webloyalty expressed high satisfaction with KDCI's performance, emphasizing the team's efficiency in completing tasks within set deadlines and their proactive approach in managing audits and special projects. Such feedback highlights the team’s work ethic, eye for detail, and strong ownership of their tasks.
Softonic Achieves Business Growth With An Offshore Outsourcing Partner
Client Overview
Background
Softonic has been a global leader in software distribution, offering diverse software and mobile apps since 1997. Originating from Barcelona, they have expanded their services to cater to a wide range of user needs. Their website is a treasure trove of applications available in multiple languages, addressing the needs of a global audience. Their growth journey reflects a commitment to providing accessible and quality software solutions worldwide
Challenges and Needs
Softonic faced difficulties which led to operational challenges:
Outdated software catalog
Unrefined product information and online content
Project Scope
Objective
KDCI Outsourcing was tasked with driving traffic into Softonic’s website and its subsidiaries to increase sales through the integration of experienced digital marketing professionals with expertise in product information management and copywriting. Our goal was to ensure smooth operations from catalog maintenance and content creation to digital marketing and optimizing user experience in order to grow the customer base and increase revenue.
Custom Solutions
In response, KDCI developed a custom outsourcing solution:
1
Assembled a team of product information content writers who leveraged AI technology to ensure high-quality content that would rank on search engines
2
Provide writers who are not only experts at E-commerce copy, but are also experienced with Technology content, ensuring updated high quality product information on software that attract the right audience
Results and Impact
Challenges with outdated and unorganized product information were addressed through product training, content creation strategies, and continuous content updates.
KDCI’s partnership with Softonic resulted in a notable increase:
Website Traffic
User Engagement
Downloads
Conversion Rates
These improvements directly impacted revenue generation and solidified Softonic's position in search engine rankings.
Client Feedback
Softonic's feedback was overwhelmingly positive. They particularly appreciated the marked improvement in web traffic and downloads, attributing this success to KDCI’s diligent and high-quality content management and marketing strategies.
Kole Imports Enhances Operational Efficiency For Sales & Logistics Through Dedicated Offshore Teams
Client Overview
Background
Kole Imports and Closeouts is a leading wholesale distributor that offers a diverse range of consumer goods, including household items, electronics, and novelty products. They cater to a variety of businesses, such as retailers and online sellers, providing products at competitive wholesale prices.
Challenges and Needs
Kole faced challenges which negatively impacted their productivity and sales
Manage operational disruptions to reduce impact on productivity
Provide effective pre and post-sales support to their sales & logistics teams
Project Scope
Objective
KDCI Outsourcing was tasked with improving Kole's sales and logistics operations through the integration of experienced sales professionals, logistics specialists, and associate buyers. Our goal was to support their existing sales and logistics teams with pre and post-sales to help streamline their logistics processes for improved productivity and increased sales.
Custom Solutions
To address this, KDCI designed a custom solution:
1
Assemble offshore teams consisting of resourceful sales and logistics specialists, specifically tailored to meet and exceed Kole Imports’ operational needs
2
Provide professionals who not only specialize in sales and logistics operations, but also fit well with Kole’s inhouse team for seamless collaboration
3
Equip all sales representatives with individual power stations for uninterrupted power supply and uninterrupted operations
Results and Impact
Challenges with operational disruptions and support were overcome through dedicated equipment, effective communication and coordination, and continuous support.
The partnership with KDCI helped Kole increase their manpower, as well as manage disruptions to productivity, which led to significant improvements in the operations of their sales and logistics departments.
Client Feedback
Kole expressed high satisfaction with the performance of their offshore team members, who received consistent praise for their contributions.
Spreetail Improves Their Marketplace Ratings by 20% Through An Offshore Ecommerce Team
Client Overview
Background
Spreetail is a prominent Ecommerce company that offers comprehensive services in fulfillment, marketplace expansion, and content creation, across the US, Canada, UK, and Europe. Since 2006, they’ve been elevating brands in online marketplaces, as well as operating their own online store, showcasing their comprehensive expertise in the ecommerce sector.
Challenges and Needs
Spreetail's rapid growth brought forth significant challenges in managing their product database which impacted their customer experience.
Ensuring high-quality and accurate product information
Providing relevant content to customers
Project Scope
Objective
KDCI Outsourcing was tasked with refining Spreetail's product data across multiple platforms through the integration of experienced E-commerce professionals. Our goal was to ensure their website presented products accurately and in a user-friendly manner to improve their customer engagement and drive sales.
Their SKUs were updated, their product descriptions were accurate, unique, and easy to understand, and their products are categorized effectively on their website, and maintaining high-quality digital assets. Our goal was to optimize Spreetail's product visibility and appeal across different online marketplaces, thereby driving sales and improving customer engagement.
Custom Solutions
In response to these challenges, KDCI Outsourcing tailored a comprehensive solution:
1
Assemble a team of Product Information Management (PIM) specialists and product information copywriters to meet and exceed Spreetail’s web content requirements
2
Provide not just PIM specialists and copywriters, but Ecommerce professionals who can seamlessly integrate with Spreetail’s inhouse team, offering guidelines and process improvements to enhance the overall customer experience
3
Design a custom workflow tailored to Spreetail's specific requirements, prioritizing scalability and flexibility to accommodate evolving business needs
Results and Impact
Challenges in quality and accuracy of product information were overcome through product and brand training, PIM best practices, and continuous feedback and improvements.
The collaboration between KDCI and Spreetail led to the successful processing of over 260,000 SKUs. These results helped increase Spreetail's online marketplace ratings by 20%, reflecting a marked improvement in their customers’ shopping experience, which drove an increase in sales.
260,000+
successful SKU processed
20%
increase in online marketplace ratings
Client Feedback
Spreetail commended the high quality output and the thoroughness of the KDCI team. The improvement in their online performance was a testament to the effectiveness of the solutions provided. Spreetail appreciated the team's ability to handle complex tasks, adapt to their evolving needs, and maintain a high standard of quality consistently.
Nielsen Boosts Brand Consistency and Recognition With A Specialized Offshore Creative team
Client Overview
Background
Nielsen is a global leader in data and measurement, established in 1923 and headquartered in New York, USA. It specializes in understanding consumer behavior and media consumption across more than 100 countries. Nielsen offers insights crucial for businesses in crafting marketing strategies and understanding audience dynamics, primarily through its well-known Nielsen ratings. With divisions focusing on media consumption and consumer purchasing behavior, Nielsen equips companies with the data needed to make informed decisions in today’s competitive market.
Challenges and Needs
Nielsen faced significant challenges which caused project delays and limited their brand reach.
Consistent branding for all creative assets
Meeting deadlines for service delivery
Communicating with cultural and language differences
Project Scope
Objective
KDCI was tasked with enhancing Nielsen’s branding efforts through the integration of talented and highly skilled designers. Our goal was to ensure their brand strategy is reflected in all their creative assets and aligns with their brand messaging, allowing them to stand out from the competition.
Custom Solutions
In response, KDCI Outsourcing designed a comprehensive solution:
Build a dedicated creative team consisting of seasoned project managers, art directors, and designers with excellent communication skills to manage the entire creative process
Provide more than mere designers, but creative professionals who can seamlessly integrate with Nielsen’s multicultural inhouse teams, offering innovative creative solutions, and insights to enhance the overall design production
Results and Impact
Challenges with inconsistent branding and poor turnaround times were overcome with dedicated communication strategies, extensive branding efforts, and cultural training.
With KDCI’s support, Nielsen developed a more consistent brand messaging across all departments, leading to the expansion of their offshore creative team in the Philippines. This improvement strengthened their brand recognition and differentiated them in a competitive market, ultimately leading to business growth.
Client Feedback
I was just looking through the work your team has been producing and wanted to let you know how pleased we are with the quality and thoughtful design. It really looks great and is truly going to make a huge difference for us. I'm very happy we're working together.
Thank you!
Jessica Heard SVP, Strategic Operations, Marketing and Communications
How CPO Outlets Improves Online Presence & Customer Service With Dedicated Offshore Teams
Client Overview
Background
CPO Outlets, a subsidiary of CPO Commerce, is a leading online retailer founded in 2004, offering a wide selection of power tools and equipment. Known for its quality products and exceptional customer service, CPO Outlets caters to both professionals and DIY enthusiasts, providing new, factory-reconditioned, and certified pre-owned tools from top brands like DeWALT and Tyler Tool.
Challenges and Needs
CPO Outlets faced several business challenges, which ultimately led to customer dissatisfaction and significant profit loss.
Providing timely and satisfactory customer service
Managing a growing catalog of products on their E-commerce website
Keeping web content relevant and up to date
Project Scope
Objective
KDCI was given with two monumental tasks: to strengthen the CPO team's efforts in maintaining their online content and to provide their customers the best support. Our goal was to increase their competitiveness in the marketplace by strengthening their online presence and improving their brand reputation.
Custom Solutions
In response, KDCI Outsourcing developed a custom outsourcing solution:
Assembled two dedicated teams: one of experienced customer service representatives who specialize in email support, and another of product information management specialists and product copywriters who specialize in E-commerce
Provided more than customer service and PIM specialists, but customer experience experts and E-commerce professionals who can integrate with CPO’s existing team, streamlining their processes and offering innovate solutions that enhance their overall operations
Feedback
Challenges regarding customer satisfaction and poor online presence were overcome with relevant resources, process optimization, as well as constant training and support. With KDCI Outsourcing’s help, CPO Outlets managed to provide customer service via email with remarkable results while also increasing their online presence, prompting them to expand their operations further into the Philippines. These improvements significantly enhanced CPO Outlets' market presence and customer loyalty.
600,000
Customer emails
50%
Reduction in email response time
30%
Increase in customer satisfaction ratings
Results
We appreciate the team’s support throughout 2023.
Jessica Heard SVP, Strategic Operations, Marketing and Communications
Cedar Management Group Reduces Overhead Costs Through Offshore Property Management Team
Client Overview
Background
Cedar Management Group (CMG) is a property management company that specializes in homeowner association (HOA) services. Founded in 2005 in Charlotte, NC, they oversee around 750 associations across North Carolina, South Carolina, Tennessee, and Virginia. The company consists of over 250 professionals, who provide comprehensive management for communities and commercial associations, including accounting, maintenance, and architectural changes, easing daily tasks for Boards and homeowners.
Challenges and Needs
Cedar Management Group encountered significant manpower turnover challenges which resulted in delays and additional costs.
Retaining onshore phone support agents
Managing 24/7 emergency lines
Minimizing operational costs
Project Scope
Objective
KDCI was tasked with enhancing CMG’s customer service and operational efficiency in property management with the help of skilled back-office staff and a 24/7 emergency support team. Our objective was to manage CMG’s chat, email, and calls, while assisting with HOA-related matters, to resolve urgent concerns promptly and improve overall customer experience.
Custom Solutions
In response, KDCI designed a comprehensive tailored solution:
Built a dedicated team of customer service specialists who were trained on property management and emergency response
Provide more than customer service agents, but property management professionals who can integrate with CMG’s existing team, offering resourceful problem resolution and feedback for process improvement
Implemented strategic solutions to improve support coverage and quality of service
Results and Impact
Challenges with providing high quality and around the clock customer service was overcome through trained resources, tailored solutions, and continuous improvement. The partnership with KDCI Outsourcing led to improved efficiency in call handling and issue resolution, leading to timely responses and better business performance. Because of the improved processes, CMG also managed to cut down on costs, reducing the need for the services of a third-party voicemail company.
Client Feedback
“Having our Dream Team squad has been exponentially beneficial to the growth and productivity of the Team. Thank you @Jade @Jhoanne Artajo and @Maria for all that you do!!!”
– Rachel Rose (Director of Operations CMG)
“Shout out to operations team members all of you, especially our support call agents. We recently received our monthly bill from Call Experts who handles calls we cannot answer and the impact you are all making is steller. Everyone at Cedar can have an impact and all of you are crushing it. GO TEAM !!”
– Paul Greiner (CMG Partner – co owner)
Accesso-Alterra Gets New Business Opportunities with Offshore Development Team
Client Overview
Background
Accesso Technology Group PLC, a leading provider of queuing and ticketing technology solutions, and Alterra Mountain Company, a prominent ski resort operator in North America, have enhanced their partnership with the introduction of contactless mobile ordering for food and beverages at Alterra's resorts. This innovative collaboration aims to elevate the guest experience by reducing wait times for dining, allowing skiers more time on the slopes. It underscores both the technology firm's and the ski brand's dedication to employing cutting-edge solutions to improve guest satisfaction and streamline operations.
Challenges and Needs
Accesso faced significant challenges when developing Alterra’s app which negatively impacted their client satisfaction and limited their business growth:
Creating demo apps quickly
Providing regular support and updates for apps
Project Scope
Objective
KDCI was given the challenging task of meeting Accesso’s tech stack requirements and fulfilling their app development demands through the integration of highly skilled developers. Our goals were to support Accesso’s US team in delivering Proof-of-Concepts and special projects as well as build, support and maintain Alterra’s applications for their customers.
Custom Solutions
In response, KDCI Outsourcing developed a comprehensive solution:
Assemble a team of highly skilled developers who meet Accesso’s tech stack requirements
Provide not just developers, but software engineers who can seamlessly integrate with Accesso’s inhouse team, providing hard to source skills and bridging the gaps in their manpower
Results and Impact
Challenges with app creation, support, and maintenance were overcome through specialized skills, rigorous quality assurance, and efficient project management.
The partnership with KDCI enabled Accesso to speed up their development process, which helped them exceed their initial scope of work. As a result, Alterra was impressed with the quick turnaround time and additional features, opening up new business opportunities.
Client Feedback
“The KDCI team has generally performed very well.”
“Thanks so much @Allan Hernandez, you and team have been fantastic, and I look forward to more in the future.”
- Kevin Brice, Director, Accesso
More Case Studies
Discover other client success stories and learn how KDCI Outsourcing helped our partners achieve success
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