The Client
A global fitness equipment manufacturer with 55,000+ installations across wellness centers and homes in over 100 countries. The client had historically operated with in-house teams and was exploring outsourcing for the first time to reduce costs and improve operational flexibility.
The Requirement
To ease pressure on internal teams and transition to a scalable model, the client shared their process documentation and user access across key finance and service functions.
The Challenges
Before outsourcing, the client struggled with multiple bottlenecks across operations:
- High internal staffing costs without scalability
- Limited internal capacity for process optimization
- Inability to focus on strategic roles due to daily transactional load
- Skepticism around offshore delivery given no prior outsourcing experience
Our Solution
- Initiated with one dual-skilled agent in AP and AR to build trust and validate performance
- Scaled progressively by adding invoicing specialists and customer service agents
- Proposed a multi-skilled model to minimize headcount while maximizing task coverage
- Recruited talent with prior experience in client-specific finance functions
- Delivered training through client’s onshore team, later transitioned to in-house trainers
- Fully integrated with Salesforce, SAP, and MS Teams for real-time operations
- Added new service lines post-stabilization, optimizing the overall delivery
- Role-based access across all client platforms
- Delivery through secure infrastructure with internal IT controls
- Daily performance tracking and client updates for full transparency
The Outcome
Our engagement delivered significant cost and performance gains:
- 35% improvement in productivity by deploying experienced agents
- 40% reduction in operational costs compared to in-house efforts
- 25% revenue growth as internal teams refocused on high-impact roles
- Expanded footprint across other international subsidiaries based on client referral
- Scaled delivery team to 3 dedicated FTEs supporting the regional operations
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USA
Flatworld Solutions
116 Village Blvd, Suite 200, Princeton, NJ 08540
PHILIPPINES
Aeon Towers, J.P. Laurel Avenue, Bajada, Davao 8000
KSS Building, Buhangin Road Cor Olive Street, Davao City 8000
INDIA
Survey No.11, 3rd Floor, Indraprastha, Gubbi Cross, 81,
Hennur Bagalur Main Rd, Kuvempu Layout, Kothanur, Bengaluru, Karnataka 560077
