Exordiom

BACKGROUND

Please describe your company and position.

I am the Sr Manager, Customer Experience Operations at a software delivery company.

Describe what your company does in a single sentence.

An enterprise software delivery company that provides CI/CD and DevSecOps platforms, including a unified software delivery platform, to help organizations build, test, and release software securely at scale.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Exordiom to accomplish?

• To reduce Account Teams’ workload by reallocating responsibilities associated with software subscription renewals.
• Hiring of renewals and customer experience team members who could be customer facing and cover our full US business day, without taking on the overhead of hiring internationally ourselves. We also needed to hire a large enough team to support our customer base but had to navigate within our budgets.

SOLUTION

How did you find Exordiom?

Exordiom was already an established partner, so growing our team with them was a natural next step.

Why did you select Exordiom over others?

• Pricing fit our budget
• Referred to me

How many teammates from Exordiom were assigned to this project?

6-10 Employees

Describe the scope of work in detail. Please include a summary of key deliverables.

Exordiom, an offshore staffing and EOR partner with talent in India and the Philippines, recruited and screened candidates for us and handles payroll, benefits, compliance and equipment as the employer of record. The team works inside our tools and processes just like the rest of our organization. We needed someone that would be culturally integrated with our company, work within our company timezones, and feel like an in-house employee.

RESULTS & FEEDBACK

What were the measurable outcomes from the project that demonstrate progress or success?

We added customer-facing capacity quickly, with full overlap with our US workday. The team has been stable and has successfully closed 100+ software subscription renewals  which lets us extend coverage across more of our customers. 

Describe their project management. Did they deliver items on time? How did they respond to your needs?

Very organized and responsive. We have one point of contact and regular check-ins, so anything that comes up gets raised and handled early.

What was your primary form of communication with Exordiom?

• Virtual Meeting
• Email or Messaging App

What did you find most impressive or unique about this company?

The quality of the people. They're strong communicators who handle customers with confidence, and Exordiom is invested in the health of the team well after the hire. We have real time support from the Exordiom team for whatever we need. We are even looking into flying in our offshore team to the US for our SKO.

Are there any areas for improvement or something Exordiom could have done differently?

None that I can think of.