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“Overall, they’re quite productive.”
IVALUEPLUS SERVICES PVT LTD offers a range of off-shore IT and back-office support. They provide resources in management reporting, financing, and Oracle/Java development.
“Overall, they’re quite productive.”
Sep 30, 2020
What started off as small-scale augmentation has grown into a full partnership. IVALUEPLUS SERVICES PVT LTD now handles 90% of IT needs, and their teams are well-integrated with the internal staff. There were initial challenges to remote work, but the competitive pricing more than made up for that.
A Clutch analyst personally interviewed this client over the phone. Below is an edited transcript.
Introduce your business and what you do there.
I’m the CIO for a retail logistics business in Australia called TIC Group. Our services involve a lot of warehousing for retailers, freight movements, and support fulfillment. We employ roughly 270 people.
What challenge were you trying to address with IVALUEPLUS SERVICES PVT LTD?
We were looking to minimize costs for a lot of IT and back-office operations. These were fairly structured tasks like finance that we felt we could move offshore. It would be a way for us to capitalize on wage rates in other markets while still keeping control of the process.
What was the scope of their involvement?
IVALUEPLUS SERVICES PVT LTD supports our back-office and IT needs. The first thing that they took on was our management reporting. They were responsible for compiling spreadsheets based on other pieces of data so that we could publish reports. That was about a nine-month pilot test that proved to be very successful.
From there, we moved some of our financing operations to them. We still have a CFO with about 4–5 staff, but they’ve suppled an additional 4–5 resources to help out with invoices and other tasks.
Regarding our IT needs, they started off by taking over some of our Oracle and Java development projects. We were starting to build our SaaS business, too, with four in-house Java developers. In the end, we also offshored that to IVALUE PVT LTD. They now manage about 90% of our IT processes.
What is the team composition?
We work with about 35–36 people at any given time. It’s a mix of both integrated and independent functional teams, the IT team making up the bulk of their resources at about 60%–70%. They’re fully integrated into our in-house staff as are their financing resources. The management reporting team is more self-managed.
How did you come to work with IVALUEPLUS SERVICES PVT LTD?
Sumeet (Director) approached us on LinkedIn to talk through IVALUEPLUS SERVICES PVT LTD’s services. We traveled to India to see if this was something we could try and thought it was a good idea. Things rolled from there.
How much have you invested with them?
We spend hundreds of thousands of Australian dollars with them each year, and the amount is growing.
What is the status of this engagement?
They started working with us in February 2016, and the engagement is ongoing. In fact, I have a call with them this afternoon.
What evidence can you share that demonstrates the impact of the engagement?
The metrics depend on the department they’re working in, but, overall, they’re quite productive. It’s taken us quite a bit of work to get to this stage. In our first year with them, I would’ve rated them a 6 out of 10. But, they’ve since come up to speed and are easily a 9 out of 10.
How did IVALUEPLUS SERVICES PVT LTD perform from a project management standpoint?
We did have some initial communication issues. It’s one thing when you’re working with people who are just down the road because you can meet them in person to explain things directly. But, it’s completely different when you’re trying to communicate long distances.
That’s not IVALUEPLUS SERVICES PVT LTD’s fault. Rather, we had to change our business functions a bit to ensure that there was a productive environment for everyone. That’s where Slack comes in handy. Whether they’re in the next office or a continent away, we can instantly communicate.
On the IT side, they also use Jira to coordinate workflows. We control the project management, using an agile methodology to get things done. We’ve been quite strict on this aspect. When we first started talking to them, we proposed how we would run things, and they bought into it. That speaks to how flexible they’ve been with us.
What did you find most impressive about them?
It’s been a great financial decision for us to work with them. The best thing I can say about them is that we’re going to continue growing together. We have no desire to change something that works.
Are there any areas they could improve?
The only issue that we’re currently facing is the time it takes to recruit someone. There are times when we want to grow, but we can’t because it usually takes a couple of months before we can find a dedicated resource. It would be helpful for our scaling efforts if they could bring that time down a bit more.
Do you have any advice for potential customers?
It’s nonsense to enter an off-shore model and expect not to change anything. You have to be willing to meet them half-way. That likely means changing your business a bit to overcome the distance.