Offshore Business Processing

BACKGROUND

Introduce your business and what you do there.

I’m the import operations manager for Asean Cargo Pty Limited. We’re a freight forwarding company that provides both international and domestic supply chain management and customs clearance services.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Offshore Business Processing?

We initially needed assistance with data entry to free our staff and ensure client focus. The project has expanded to include daily operations, such as entering all of our supplier invoices, as well as monthly tasks, like creating our shipping schedules.

SOLUTION

What was the scope of their involvement?

We began the project by giving Offshore Business Processing data entry responsibilities, which we had originally been doing internally but wanted to move away from due to how time intensive it is. This work included registering all of our shipments.

That went so smoothly, that we have increased their responsibilities. In addition to registering shipments, they now create proof of delivery for each shipment and enter all of our supplier invoices.

On a monthly basis, they update our shipping schedule so that our clients know exactly when each service is available. Offshore Business Processing has become an integral part of our team.

What is the team composition?

We have a team leader that oversees and manages everything, and we work with a team of three women who we interact with on a daily basis.

How did you come to work with Offshore Business Processing?

I knew the founder of Offshore Business Processing through previous work before she created the company. When she told us about Offshore Business Processing and explained what they could offer us, it made sense to work together.

How much have you invested with them?

We’ve spent $100,000–$250,000.

What is the status of this engagement?

We began working together in 2013, and the work is ongoing.

RESULTS & FEEDBACK

What evidence can you share that demonstrates the impact of the engagement?

I don’t have qualitative metrics, but I have seen a difference with our staff. Since they don’t have to dedicate their time to data entry, our staff is better able to serve clients. The quality of time and attention to detail we can now offer is incredible.

How did Offshore Business Processing perform from a project management standpoint?

We receive weekly and monthly reports from our team leader that detail how many jobs they have completed, the related department, the amount of time for each task, and what our percentage is for utilizing Offshore Business Processing. Aside from these reports, we communicate over email, phone, or Skype.

What did you find most impressive about them?

From the day we started working together, four years ago, there hasn’t been any service degradation. Occasionally, vendors can become stagnant after spending time on a contract, but their work has only gotten better. Issues are still brought to our attention immediately, the communication is seamless, and their team has become part of our company.

Are there any areas they could improve?

I can’t think of anything. Currently, it’s up to us to decide whether we want to grow the team further.

Do you have any advice for potential customers?

I would suggest utilizing their team as much as possible to see the most positive impact on your team. We use their services for about 87%–93% of our data entry work, and if we weren’t, the negative effect on our company would be massive.