Professional, Flexible, Communicative
Swivot (combination of the words pivot and swivel) is a management consultancy and business process outsourcing company based in Sydney and Manila, Philippines. We are focused on the ethical leveraging of labour and aim to make Australian businesses leaner, unlock capital for growth and take over the time consuming and high resource driven aspects of business so you can focus on your product and clients. We provide flexibility in head count (to meet peaks and troughs of business), work on Australian business hours, and have management based in Australia (we find face to face contact acheives the best results in outsourcing). Some of our key services include back office, customer service, sales and finance.
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the project
Offshore Customer Service for Food Company
"The company is young, but has a very good knowledge of what the client needs."
the reviewer
the review
The client submitted this review online.
Please describe your company and your position there.
I am the part time CFO at a food company in Auburn (near Sydney). Our company has 50 employees and serve 500 clients all over Australia. I oversee Finance, HR, Procurement and IT.
For what projects/services did your company hire Swivot BPO?
Our company has 3 Telesales who take orders from cafe owners. We have noticed a decline in debt collection, but also on our orders. Our team is mainly focused on order processing, but not so much on debt collection or sales. We then had to outsource those tasks.
What were your goals for this project?
The objective was to have a reasonable DSO as the volume of orders are important, but the average amount is quite low. It is then very time consuming and no one in the company has time to call all clients.
On top of that, we had lost a lot of small clients as management has been focusing on supermarkets and distributors instead of small cafe owners.
How did you select this vendor?
From my previous experience, I knew I wanted to outsource in the Philippines. I then contacted 34 BPOs. We selected this vendor as some of their teams are onsite in Australia and it is easier to deal with people on the ground instead of going to the Philippines.
Describe the project in detail.
Once the vendor was selected, we had a couple of workshops in order to discuss our objectives. Within the first month, we interviewed 6 people and decided straight away to recruit 2 of them.
We started the training on the sales process and our IT tools. The vendor came back to us with some good suggestions around the sales process and kpis.
What was the team composition?
Initially, we were assigned our account manager as the project manager. It was then easier to go through the full process as he was onsite and understood exactly our requirements. He was then in direct contact with the teams in the Philippines.
Can you share any outcomes from the project that demonstrate progress or success?
Within 3 months, we saw our debt collection reduced by more than 50%. Our clients did not notice dealing with the Philippines and our outsource team engaged a close relationship with our small clients.
How effective was the workflow between your team and theirs?
Our project manager was easy to communicate and provides daily updates and weekly kpis. We speak with him at least once a week. Our team on the ground works on a daily basis with the teams in the Philippines. They are impressed by their professionalism and their flexibility to send customised reports.
What did you find most impressive about this company?
The company is young, but has a very good knowledge of what the client needs. They are very flexible on their approach as they can move the teams from one task (debt collection) to another (finding new clients). On top of that, the management is based in Australia which makes the communication very easy.
Are there any areas for improvement?
For the moment, we are very happy with their service and not much they can improve as we are not yet ready to deploy other services such as sales and order processing
Within three months, the client's debt collection decreased by 50%, exceeding the goals of the internal team. Swivot BPO provides regular reporting against set KPIs and communicates effectively with the client. The team goes above and beyond to provide quality results.