Deciding to take the plunge and set up an offshore team and start outsourcing is a big step, which is why it’s so important to find an outsourcing provider who actually understands your business and the unique challenges that your industry faces.
In fact, “They don’t get what we do”… is one of the most common complaints we hear from businesses who have been disappointed with their previous outsourcing partner and are looking to move their team to a new setup.
The truth is that most top level outsourcing providers will do what they can to support your business as best they can, and in many cases will be able to offer some helpful outsourcing tips, but there is no such thing as one-size-fits-all outsourcing.
To get the full benefits of outsourcing, your provider needs to understand the finer details of how your specific industry works and be willing and able to work with your team to achieve your outsourcing goals.
Having spent over 10 years setting up countless offshore teams for businesses around the world, we’ve seen what works well and what doesn’t, and in our experience, nothing beats receiving guidance from industry experts with an in-depth understanding of both outsourcing and the customer’s relevant industry.
In our early years, we had a team with specialist knowledge of the IT sector and the real estate industry. Unsurprisingly, these were areas where we found major success, because we understood our customers, their challenges, what they needed to achieve from their outsourcing. We also knew how to best configure their teams with KPIs and metrics to maximize the outcome.
One of the main catalysts for us to be able to be truly successful in other industries and offer the levels of service that saw our customers build highly effective, long-term teams was the launch of an initiative we termed ‘Customer Success Managers’.
The idea was to hire highly experienced professionals who were experts in their respective fields who could work with our customers, staff, and relevant operational departments to deliver the best service possible.
As Cloudstaff Chief Product Officer, Lee Wade explains, our industry Customer Success Managers are able to cover many areas.
“Customer Success Managers assist with the onboarding of customers to train team members, set tasks, and appropriate metrics to maximise team success. They are industry based experts who can be relied upon to maximize your team’s efficiency and answer any concerns related to your industry.”
“Our customers find that they don’t always know how to establish an outsourced team. Our Customer Success Managers fill the gaps for them.”
The Customer Success program has proven to be a great success and has been able to make huge improvements for our customers in 4 important ways:
- Team structure
- Customer Success Managers
- Ongoing mentorship
When businesses set up an offshore team, especially when doing it for the first time, they are often unsure about where to start, which roles they should be outsourcing first, and how to structure the team.
While they might have a good understanding of their existing operations, a little knowhow is required to modify their systems to get them firing in an offshore setting. This is where the Customer Success Managers really shine. With a clear understanding about how their specialist industry works in an outsourced setting, they are available to work and consult closely with the clients to get the team settings right the first time, minimizing trial and error processes that can be both time consuming and costly.
Customer Success Managers
With a clearer understanding of exactly what roles and requirements are needed for a new team, the Customer Success then works with the Recruitment Department to ensure that only the very best and most appropriate candidates are sourced, vetted, and put forward to the client.
While most of the work here is behind the scenes and will never be seen by the client, the results are evident – higher quality candidates, hand picked to ensure the best chance of success.
When companies bring on new hires in their home countries, there is almost always some type of training or orientation provided. This training is just as important for your offshore team as well but the method of delivery will obviously need to be different.
Customer Success Managers are able to help here in two main ways. The first is to work with the client to help them set up training methods that are conducive to remote working, and the second is to assist in the delivery of on-site training sessions.
While many clients like to visit their offshore teams to conduct training sessions personally, this is not always practical, and during the global health pandemic international travel has been impossible in most cases. Customer Success Managers are able to step in and assist to help get teams onboard and ready to perform.
Outsourcing is not a set and forget process. Situations change and challenges emerge, but having an industry specialist on the ground, is a major benefit for the businesses that we work with.
The Customer Success team is available to both staff and clients at any stage of the outsourcing journey. In fact many of our most experienced clients who have been outsourcing for many years, still regularly consult with their Customer Success about how to adjust their team, to take them to the next level.
A clear advantage
With an existing understanding of your industry, Cloudstaff’s Customer Success Managers develop a close understanding of your business and build personal relationships with your team. In short they give your offshore team an advantage that most outsourcing competitors simply can’t match.
Want to learn more about setting up a high performance offshore team? Speak with one of Cloudstaff’s outsourcing experts today.