Offshore support team build-out for a services firm
The work was documented in nobody's head but the founders'.
A services firm serving US clients had support costs climbing faster than revenue, with two founders still personally answering routine tickets in the evening. Previous offshore attempts had failed — not because the people were wrong, but because the work had never been documented well enough to hand over. We fixed the documentation problem first, then built the team.
- Client
- Professional services firm, US market
- Engagement
- 8-week build, then managed team
- Market
- Rawalpindi delivery, US hours
- Delivered
- 2024
What we walked into
- Two founders handling routine support personally, most evenings.
- An earlier offshore attempt abandoned after three months.
- No written procedures — every process lived in somebody's memory.
- Support cost per client rising while margin per client stayed flat.
What we actually did
Document before delegating
Three weeks shadowing the actual work and writing it down — decision trees, escalation rules, tone guidance, and the edge cases that make or break a handover. This was the step the previous attempt had skipped.
Hire against the documentation
A team recruited and trained against those written procedures rather than against a generic job description, with US-hours coverage built into the roster from the start.
Run a graduated handover
Tier-one tickets moved first, with quality sampled daily and a fast escalation path back to the founders. Scope widened only as measured quality held.
Manage it as a service
Quality assurance, coaching, rota management, and cover all handled by us — so the client manages a service level, not a headcount in another country.
What changed
- 82%
- Of tickets resolved without escalation
- -71%
- Founder hours spent on support
- 16 hrs
- Daily coverage, from 8
- -44%
- Support cost per client
- Founders out of the ticket queue and back on client work.
- Documented procedures that survive any individual leaving.
- Coverage doubled without doubling cost.
- An offshore model that held, after one that hadn't.
Client identity is withheld under confidentiality. This case study is representative of the engagements we run and the results they produce; figures illustrate typical outcomes rather than a specific audited account. We're happy to discuss specifics, and arrange references, on a call.
The engagements behind this work
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More on how we work with bpo & call centres businesses.
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