Discover how a leading fast food franchise realised the power of a multi-functional offshore team.
A major fast food franchise approached Diversify to investigate offshoring specific back office tasks. In a rapidly changing and dynamic sector, and with the breaking down of digital communication barriers, competition has never been so fierce. Customers are expecting excellent service and great value without the quality of the product being compromised.
Diversify were engaged to undertake a full review of the company structure to try and identify the key roles which could be offshored effectively. This review involved a detailed process and procedure review, position description review and offshore readiness assessment. The company was concerned about perception and the impact of offshoring on its local workforce, however, realised that they did need to adapt to grow.
As a result, Diversify identified key tasks, across critical back office services, which could be effectively offshored without impacting on local employees. The tasks identified were the ones which were considered to be process or labour intensive and could be administered efficiently by offshore team members.
By offshoring these functions, local employees were able to focus on the main growth initiatives, providing exceptional customer service and were also able to be upskilled. The company realised the benefits that offshoring could deliver in addition to the significant cost savings and increased competitiveness.
It is important to remember that the success of offshore programs is dependent on the processes and procedures that underpin them. Diversify assisted the franchise in assessing whether or not the processes working effectively at a local level. Any processes that were identified as not being optimal were re-assessed and re-engineered.
Diversify works with organisations to ensure they are prepared for an extension of their workforce via offshore teams. Not only did we work with the client to recruit, onboard and implement their offshore programs, we assisted them with change management.
Ultimately, we assisted the client in successfully adapting to an offshore model and they are now reaping the benefits of a global, flexible workforce. Not only that, local employees are now aware of the value offshore teams can play in enabling and empowering them to do more and be more.
A medium sized fit-out construction company were experiencing a period of exceptional growth. They were finding that they were simply unable to keep up with the volume of work coming through from existing clients. This capacity issue meant they were unable to focus on winning new business and onboarding new customers.
Travel services provider
A leading travel services provider had adopted an outsourcing model for all of their data entry requirements, more specifically, travel bookings. This approach worked for the business in the early stages of their business. However, as the business scaled up, their service experience with their outsource service provider did not and they began to experience a range of business continuity, turnover, and customer service issues. These issues caused the business to reconsider their approach and assess whether outsourcing was the right option for their business.