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Outsourcing Was A Boon, For Our Client

Outsourcing NOC
Outsourcing NOC

A burgeoning tech company specializing in innovative software solutions faced the classic outsourcing dilemma. As their product lineup expanded, so did their customer support needs. Their in-house team, though skilled and dedicated, was stretched thin. The company’s CEO was reluctant to outsource, haunted by horror stories of botched transitions and compromised service quality.

Outsourcing has long been a contentious topic in the business world for our client. For some, it's a necessary devil, a cost-cutting measure that probably came with risks. For others, it's a strategic move that allows them to focus on core competencies while leveraging external expertise. The truth lied somewhere in between, but one thing is clear: with the right trusted partner, the fears associated with outsourcing are often unfounded.

The Outsourcing Dilemma

Imagine a mid-sized company experiencing rapid growth. Their customer base was expanding, and so were their needs. Their in-house team, spent more than they could deliver, not more capable of handling support & uphill tasks, as the demand was overwhelming. Response times was lagging, and customer satisfaction was slipping. You know you need help, but the idea of outsourcing raises concerns:

Loss of control: Will the external team understand and represent your brand as well as you do?

Quality issues: Can an outsourced team maintain the high standards your customers expect?

Security risks: How safe will your data be in the hands of a third party?

These are valid concerns for them, but they can be mitigated by choosing the right outsourcing partner. Let's delve into a real-world example to illustrate this point.

Step 1: Start Identifying the Right Partner Who Saw Their Vision & Challenges

After extensive research, the CEO identified us, as we were up to the challenge. We gave them our client referals which we were confident about, highly recommended for our tailored talent solutions and rigorous quality control measures. Still, the CEO wasn’t convinced initially. Multiple meetings were arranged, involving the core team to evaluate our capabilities, culture, and security protocols.

Step 2: Pilot Program

To test the waters, the CEO initiated a three-month pilot program with 5 team members. Shift Ahead handled a segment of the company's support tickets under close supervision. They were given comprehensive training on the company’s products, brand values, and customer service expectations. The in-house team maintained open lines of communication, providing feedback and making necessary adjustments.

Step 3: Monitoring and Integration

Throughout the pilot, the CEO’s fears began to dissipate. We not only met but exceeded expectations in less than 2 months. We displayed a thorough understanding of the company’s products and consistently delivered high-quality service. Customer feedback was overwhelmingly positive, noting quicker response times and effective solutions.

Step 4: Full-Scale Integration

With the successful completion of the pilot, the CEO made the decision to fully integrate us into their operations. This move allowed the in-house team to focus on strategic initiatives and product development, while we handled the bulk of customer support & key projects. Regular performance reviews and continuous training ensured that the outsourced team remained aligned with the company's evolving needs.

Key Takeaways

This Automobile became tech oriented as the company's experience underscored several important points:

1. Thorough Vetting: The process of selecting an outsourcing partner should be meticulous. This involves not just looking at their credentials but also understanding their work culture and processes.

2. Pilot Programs: Starting with a pilot program can mitigate risks. It provides a real-world test of how well the partner can integrate with your existing operations.

3. Clear Communication: Continuous and open communication channels are vital. Regular feedback and adjustments can help maintain high service quality.

4. Focus on Core Competencies: By outsourcing its support to us, the company was able to redirect its in-house resources to core activities, driving innovation and growth.


Outsourcing doesn’t have to be a leap of faith. With the right trusted partner, it can be a strategic move that enhances efficiency, improves customer satisfaction, and allows your business to thrive. The key lies in choosing a partner who understands your vision, aligns with your values, and is committed to your success. Like the CEO of this growing company, anyone can turn the outsourcing dilemma into an opportunity for growth and excellence.

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