Beyond Traditional Outsourcing: How a Customer-First Partnership Helped Avetta Build Strong Global Support
About Avetta
Avetta is a global leader in supply chain risk management, helping companies connect with prequalified suppliers and ensure compliance, safety, and sustainability. Its cloud-based platform delivers real-time visibility into supplier performance and risks, enabling smarter decisions and sustainable growth.
Industry
Supply Chain Risk Management
Company Size
Large
Year Partnered with Cloudstaff
2020
Location
USA
Cloudstaff Delivery Center
Philippines, Colombia, India
The Situation
As Avetta’s global customer base grew, so did the demand for timely, high-quality support across multiple regions. They needed a partner who could scale quickly and maintain service excellence without sacrificing the visibility, oversight, or customer-first values that defined their business.
The Challenge
As Avetta expanded global customer support across North America, EMEA, APAC, and Latin America, the company faced several critical challenges:
Rigid Models
Traditional BPOs offered little visibility or involvement in hiring, training, or daily management, stripping away control
Cultural and Language Gaps
Expanding into Latin America required fluent Spanish and Portuguese speakers with localized expertise
Customer Experience Risk
Rapid scaling posed direct risks to maintaining world-class NPS and CSAT scores
The Solution
Avetta partnered with Cloudstaff to overcome traditional outsourcing limitations by creating a collaborative, customer-first global support model. Cloudstaff structured the entire engagement around that principle, keeping Avetta closely involved at every stage from recruitment through to daily operations.
Customer View Portal gave Avetta active involvement in candidate review, interviews, and onboarding decisions
Philippine-based talent pool of 1M+ candidates accessed for APAC and North American customer support
Dedicated pipelines built for Spanish and Portuguese-speaking professionals to serve Latin American markets
Cloudstaff Academy training aligned every team member to Avetta’s customer-first standards
MyStaff and Workbench platforms provided real-time performance visibility across all time zones
Employee engagement and cultural alignment initiatives ensured team cohesion across regions
Growth & Evolution
2020: Launched with a focused Philippines-based customer support team
Expanded to 125+ Cloudstaffers embedded across global operations
Geographic reach extended into Colombia to serve Spanish and Portuguese-speaking Latin American markets
Coverage now spans North America, EMEA, APAC, and Latin America
Cloudstaffers progressed into embedded, institutionally knowledgeable team members
The Results
Avetta successfully scaled global customer support without sacrificing quality, visibility, or the customer-first values that define the business. The partnership gave them the agility to enter new markets while keeping the standards that matter most firmly in place.
125
1plus Cloudstaffers embedded across global operations
Coverage
across 4 regions: North America, EMEA, APAC, and Latin America
Faster
NPS and CSAT gains than previous outsourcing arrangements delivered
Multilingual
support in English, Spanish, and Portuguese across key markets
Full
hiring visibility and control retained throughout via Customer View Portal
Enhanced
cultural alignment with Latin American markets now serviced by a Colombia team
“I come from a long history of working in the traditional full managed service BPO space, and I wasn’t so keen on looking for a partner that we would just throw the business over to. I was truly looking for a partner where we could work directly with their employees to build something special for our customers”
Richard Parke
Avetta
Built to Last
What began as a staffing solution has evolved into a strategic alliance, with Cloudstaff operating as a genuine extension of Avetta’s team rather than a separate provider. Today, with more than 125 Cloudstaffers embedded across the Philippines and Colombia, the partnership is a cornerstone of Avetta’s global growth strategy.
Parke has actively recommended Cloudstaff to other organisations navigating similar scaling challenges, pointing to the ability to grow customer support capability in a cost-effective way without losing oversight or control of the work being done.
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About Cloudstaff
Cloudstaff is a virtual staffing company connecting businesses with top global talent from a talent pool of 1M+ professionals, powered by its People + Tech model.
With over 20 delivery centers across the Philippines, India, Colombia, Kenya, and Sri Lanka, and dedicated onshore teams in the US, Australia, and the UK, Cloudstaff helps businesses across 34 countries build high-performing virtual teams across hundreds of roles. Learn more at cloudstaff.com.
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