Executive summary:
This business case outlines how our Partners successfully addressed the challenge faced by an international digital data agency that secured a global contract to manage marketing operations across 20+ markets. The agency required a robust cross-country delivery model to ensure excellence in outsourced services while harnessing the capabilities of its diverse workforce. Despite their expertise in data and marketing, the absence of established BPO practices posed a significant obstacle in resource management, business continuity, and quality delivery.
Generated business impact
Business case
Business Challenge
An international digital data agency had won a global contract to manage – on behalf of its customer – all marketing operations for 20+ markets. The deal required the agency to set-up a cross-country delivery model to manage the outsourced services with excellence, leveraging competencies and capabilities of people located in different offices. Even though the company had significant experience and expertise in data and marketing, there were no BPO (business process outsourcing) practices in place, especially in regards to resources management, securing business continuity and driving quality of delivery.
As a result of our work, the agency was able to secure over 6 million revenue and manage efficiently 55 employees across 3 countries.
Our approach
Our Partners took a structured approach to tackle the main challenges:
- Assessment and Gap Analysis: Conducted a comprehensive assessment of existing processes, skills, and technology to identify gaps in BPO capabilities.
- BPO Framework and Operational Model Development: Designed a tailored BPO framework incorporating best practices for resource management, business continuity, and quality assurance.
- Technology Integration: Leveraged cutting-edge CRM and project management tools to streamline operations and enhance visibility across markets.
- Resource Optimization: Implemented a skill matrix and resource allocation algorithm to match the right talent with market-specific requirements.
- Business Continuity Planning: Developed contingency plans, cross-training programs, and knowledge repositories to ensure uninterrupted service delivery.
- Quality Assurance: Established Key Performance Indicators (KPIs) and regular quality audits to monitor and improve service quality.
- Change Management: Conducted training sessions and workshops to instill a BPO mindset within the organization and foster a culture of continuous improvement.
Results
Thanks to the work done by our Partners, the agency was able to secure over 6 Million EUR revenue with their global customer, while implementing new management practices for 55 people across 3 countries.
Specifically, the work resulted in securing:
- Resource Management – the agency could efficiently allocate resources based on their customer needs, reducing idle time and enhancing productivity.
- Business Continuity – with robust contingency plans and cross-training programs mitigated disruptions, ensuring uninterrupted service delivery.
- Consistent Quality of Delivery: defined KPIs and regular audits helped maintain a high standard of service across all markets.
- Cost Efficiency – optimized resource allocation and improved processes led to cost savings.
- Client Satisfaction – the agency’s ability to deliver consistent, high-quality CRM marketing services across diverse markets enhanced client satisfaction and strengthened long-term partnerships.
Conclusions
By implementing a tailored BPO framework, leveraging technology, and fostering a culture of continuous improvement, our Partners enabled the international digital data agency to successfully manage marketing operations for over 20 markets. This approach not only resolved the immediate challenge but also positioned the agency for sustained growth and excellence in service delivery on a global scale.
