Date:

March 23, 2024

Client:

Cedar Management Group

Industry:

Property Management

Customer Service

Process Optimization

Customer Service

Process Optimization

Date:

March 23, 2024

Client:

Cedar

Industry:

Property Management

Customer Service

Process Optimization

Customer Service

Process Optimization

KDCI Case Study

Property Management Company Offshores Customer Service Team

Cedar Management Group Reduces Overhead Costs Through Offshore Property Management Team

Client Overview

Background

Myriad360 is a tech company founded in 2003 that specializes in designing, installing, and maintaining corporate networks. Known for its vendor-agnostic approach, Myriad360 offers a wide range of services, including network infrastructure, VoIP equipment, and security consulting. Their commitment to providing unbiased, comprehensive solutions has made them a trusted partner in the tech industry.

Challenges & Needs

Myriad360 faced challenges in recruiting local back-office professionals to support their order management, resulting in operational inefficiencies and additional costs. To address this, they sought a cost-effective outsourcing partner to recruit and train a dedicated team. This partnership was essential in minimizing disruptions and scaling operations, which are needed for cost-efficiency and market expansion.

Project Scope

Objective

KDCI was tasked with streamlining Myriad360's order processing by building a team of skilled accounting and sales professionals. The team was responsible for handling invoices and processing orders. The goal was to minimize order discrepancies and increase customer satisfaction, thereby boosting productivity, cutting costs, and enhancing readiness for market expansion.

Custom Solutions

In response to Myriad360’s challenges, KDCI Outsourcing developed a tailored solution by building a custom dedicated team of back-office professionals with order management expertise based in the Philippines. This offshore team worked closely with stakeholders in the United States, collaborating in real-time daily.

Team composition:

5 x Order Management Specialists

1 x Product Information Management Specialist

1 x Data Entry Specialist

1 x Customer Service Agent

1 x Accounts Payable Specialist

2 x Accounts Receivable Specialists

1 x Quoting and Invoice Management Specialist

1 x Salesforce Administrator

1 x Project Administrator

These specialists are knowledgeable in inventory management, order fulfillment, and invoicing and billing; they also have experience using order management systems. This ensures that Myriad360’s order management is timely, efficient, and standardized. The team was also trained to analyze data, with focus on optimizing Myriad360’s order processing and inventory management.

Results and Impact

The implementation of a dedicated offshore back-office team for Myriad360 yielded remarkable results within just one year:

82%

Productivity Enhancement

50%

Operational Scale

These achievements significantly boosted Myriad360’s agility in fulfilling customer orders, reduced its time-to-market, and paved the way for its market expansion.

Client Feedback

“You did an excellent job, here are a few items I noticed below. Naturally, this is also a reflection of your awesome training 😊

Stayed on top of this RMA
Proactively communicated with the client
Very clear, direct, and detailed communications with the client
Acceptance of feedback from me and quickly implemented”

- Alex Tief
Director of Procurement & Supply Chain Operations

Client Overview

Background

Art Brand Studios (ABS), a leading publisher of branded art programs in both Limited and Open Edition artworks, has distinguished itself by merging strategic art creation with profitable licensing and distribution. Specializing in developing art collections with renowned artists and iconic brands, ABS's portfolio includes collaborations with Thomas Kinkade Studios, several fine art institutions, and emerging artists.

Challenges and Needs

ABS faced challenges in recruiting local designers for branded and varied design collaterals, resulting in inconsistent branding and delayed marketing efforts. To address this, they sought a cost-effective outsourcing partner to recruit and train a dedicated team. This partnership was essential in maintaining the quality and brand adherence of all designs, which are crucial to market presence and business growth.

Project Scope

Objective

KDCI Outsourcing was tasked with creating branded design collaterals for ABS’s marketing campaigns by building a team of talented designers. This team was responsible for implementing ABS’s brand guide, producing outstanding designs, and streamlining the production process. The goal was to improve design quality, scale the design operations, and reduce onshore expenses, thereby growing their business.

Custom Solutions

In response to ABS’s challenges, KDCI Outsourcing developed a tailored solution by building a customer dedicated team of designers based in the Philippines. This offshore team worked closely with stakeholders in the United States, collaborating in real-time daily.

Team Composition:

2 x Mid-Level Designers

1 x Senior Graphic Designers

1 x Account Manager

These designers are skilled in using industry-standard design software and have extensive experience working on brand campaigns. This ensures that ABS’s design collaterals are on-brand, captivating, and unique. All designers were trained to follow ABS’s branding guidelines, focusing on delivering consistent, high-end designs. Regular feedback and coaching was provided, and the designers were equipped with proprietary tools and AI software that enhanced the artworks they created, as well as improved their turnaround times.

Results and Impact

The implementation of a dedicated offshore team of designers for ABS yielded remarkable results within just one year:

50%

Reduction in production time

33%

Increase in scale of design operations

70%

Cost Savings

These achievements significantly boosted ABS’s production efficiency and reduced their operational expenses.

Client Feedback

“Cary + Jazz - Problem solving and teamwork!!”
“Angelo - killing it with web design!!”

- Samantha Garvin
Head of Graphics

Client Overview

Background

Webloyalty, a subsidiary of Tenerity-Incentive Networks, is a loyalty and reward programs platform with over 200 international retail partners, including Secret Sales, Wowcher, and Funky Pigeon. They enable brands to deliver exclusive deals and benefits, driving customer satisfaction and retention. Leveraging its parent company's expertise in digital commerce and customer engagement, Webloyalty offers innovative solutions that meet the evolving needs of both retailers and consumers, ensuring a seamless and rewarding online shopping experience. This strategic approach not only fosters stronger customer relationships but also supports retailer growth in the competitive digital marketplace.

Challenges and Needs

Tenerity faced challenges recruiting local digital marketing professionals to update Webloyalty’s websites with the latest promotional and marketing content. This problem led to operational delays, resulting in out-of-date content and delayed market expansion. To address this, they sought a cost-effective outsourcing partner to recruit and train a dedicated team. This partnership was essential in maintaining the accuracy and relevance of their website content, increasing the number of offers promoted, and speeding up their time-to-market.

Project Scope

Objective

KDCI Outsourcing was tasked with maintaining Webloyalty’s websites by building a team of skilled digital marketing professionals. This team was responsible for adding and updating statuses of retailers, providing the latest web content, and managing digital promotions. The goal was to increase impressions of current promos, boost conversions, and increase total earnings.

Custom Solutions

In response to Webloyalty’s challenges, KDCI Outsourcing developed a tailored solution by building a custom dedicated team of skilled digital marketing professionals based in the Philippines. This offshore team worked closely with stakeholders across US, Europe, and Australia, collaborating in real-time daily.

Team Composition:

1 x account manager

4 x assistant managers

2 x supervisors

10 x internet marketing specialists

These digital marketing professionals are knowledgeable in the tools and systems used by Webloyalty, and they are proficient in foreign languages relevant to the region they are assigned to. This ensures that Webloyalty’s content is of the right language, up-to-date, and accurate, so products can reach their target markets and consumers quickly. The team was trained to implement best practices in digital content creation, focusing on increasing the visibility of the latest offers to improve conversions. Comprehensive product training and regular feedback were provided to ensure quality of work and familiarity on system updates.

Results and Impact

The implementation of a dedicated offshore digital marketing team for Webloyalty yielded remarkable results within one year:

More clicks

23%

More coupons processed

27%

Increase in total earnings

These improvements significantly boosted Webloyalty’s profitability and allowed them to expand their offers to new markets.

Client Feedback

“On behalf of the UK team, we just wanted to say a massive thank you for all the back-end work you did... You’ve been super helpful to the team with a lot of changes to make so thank you very much!”

- Dhruve Patel
Senior Affiliate Marketing Manager

“I wanted to personally thank you very much for all the help and effort that you have put in all the translations, back and forth with the technology team, the UAT, everything, thank you!”

- Valentin Stefan
Digital Product Manager

Client Overview

Background

Softonic has been a global leader in software distribution, offering diverse software and mobile apps since 1997. Originating from Barcelona, they have expanded their services to cater to a wide range of user needs. Their website is a treasure trove of applications available in multiple languages, addressing the needs of a global audience. Their growth journey reflects a commitment to providing accessible and quality software solutions worldwide.

Challenges and Needs

Softonic faced challenges recruiting skilled local writers for SEO-optimized product reviews, resulting in declining online engagement and lower conversion rates. To address this, they sought a cost-effective outsourcing partner to recruit and train a dedicated team. This partnership was essential to maintain the quality and consistency of the content on their website, which are crucial for online engagement and conversions.

Project Scope

Objective

KDCI Outsourcing was tasked with increasing traffic to Softonic’s website and its subsidiaries by building a team of skilled SEO product review writers. This team was responsible for maintaining product catalogs, creating SEO-optimized content, and managing digital marketing efforts. The goal was to improve operations, optimize user experience, and expand the customer base, thereby increasing software downloads.

Custom Solutions

In response to Softonic’s challenges, KDCI Outsourcing developed a tailored solution by building a custom dedicated team of SEO product review writers based in the Philippines. This offshore team worked closely with stakeholders in Barcelona, collaborating in real-time daily.

Team composition:

20 x Writers

3 x Proofreaders

6 x Catalog Specialists

6 x Content Checkers

2 x Junior Programmers

2 x Content Curators

4 x QA Support Specialists

These specialists are knowledgeable in AI for digital content creation and have prior experience producing tech content. This ensures that Softonic’s product information is up-to-date, accurate, and effectively targets the right audience. They were trained to implement best practices in digital content creation, focusing on optimizing Softonic's website performance. Comprehensive product training was provided, and the team was equipped with AI tools to enhance their content creation and management processes.

Results and Impact

The implementation of a dedicated offshore team of SEO product review writers for Softonic yielded remarkable results within just ten months:

500%

Increase in page views

20%

More software downloads

117%

Increase in web traffic

5 star

Consistent rating on Trustpilot

These enhancements significantly boosted revenue generation and strengthened Softonic’s visibility and ranking in search engine results.

Client Feedback

"For the program pages we developed in 2020, traffic on the English-language site soared to nearly 14 million sessions. This represents an impressive increase of 117.2% in traffic, a testament to your team's vital contributions to the catalog. From creating UUIDs and updating metadata to revising versions and binaries—every detail you addressed played a crucial role in our success! We love working with the KDCI Team and appreciate their dedication and expertise."

- Christian Capdevila
Senior Content Manager

Client Overview

Background

Cedar Management Group (CMG) is a property management company that specializes in homeowner association (HOA) services. Founded in 2005 in Charlotte, NC, they oversee around 750 associations across North Carolina, South Carolina, Tennessee, and Virginia. The company consists of over 250 employees, who provide comprehensive management for communities and commercial associations, including accounting, maintenance, and architectural changes, easing daily tasks for Boards and homeowners.

Challenges and Needs

CMG faced challenges in recruiting skilled local customer service specialists to manage their after-hours HOA support channels, resulting in additional costs from hiring an onshore voicemail company. To address this, they sought a cost-effective outsourcing partner to recruit and train a dedicated offshore team. This partnership was essential in providing 24/7 support through chat, email, and calls, which solved their staffing concern and reduced their operational expenses.

Project Scope

Objective

KDCI was tasked with enhancing CMG’s HOA support by building a team of skilled customer service agents. This team was responsible for resolving urgent concerns, assisting with HOA-related matters, and improving customer experience. The goal was to delight customers and reduce operational costs.

Custom Solutions

In response to CMG’s challenges, KDCI Outsourcing developed a tailored solution by building a custom dedicated customer service team based in the Philippines. This offshore team worked closely with stakeholders in the United States, collaborating in real-time daily.

Team composition:

22 x Phone Support Agents
4 x Email Administrators
6 x 24/7 Maintenance Coordinators
2 x Quality Assurance Analysts
1 x Team Lead
1 x Senior Team Lead

These specialists are knowledgeable in customer service and have prior experience working in property management. This ensures that CMG’s HOA support is quick and effectively addresses customer needs. The customer service agents were trained to provide best-in-class support, focusing on emergency response and problem-solving. Comprehensive training on CMG’s branding and communication protocols was provided, and the team was assigned a rotation schedule based on the volume patterns of customer inquiries to ensure support is always available.

Results and Impact

The implementation of a dedicated offshore customer service team for CMG yielded remarkable results within 1 year:

400%

Scaling up of the team

45%

Reduction on staffing costs

24/7

HOA support

These enhancements significantly improved CMG’s productivity and agility, allowing them to scale up their operations.

Client Feedback

“Shout out to operations team members all of you, especially our support call agents. We recently received our monthly bill from Call Experts who handles calls we cannot answer and the impact you are all making is stellar. Everyone at Cedar can have an impact, and all of you are crushing it. GO TEAM !!”

- Paul Greiner
President

Founded in 2011, KDCI Outsourcing is on a mission to empower brands worldwide by building teams with highly-skilled employees from the Philippines that bring results.

Established by seasoned executives with over 20 years of experience developing businesses for success, we empower professionals in the fields of creative design, customer service, back office support, web development, and many more to streamline time consuming processes and repetitive tasks allowing you to focus on wins in your business.

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Property Management Company Offshores Customer Service Team

Cedar Management Group Reduces Overhead Costs Through Offshore Property Management Team