Outsourcing

Q&A with an Australian Startup: How Coassemble Decided to Outsource Key Processes to the Philippines

Team Boldr

Coassemble is an Australia-based startup that offers an all-in-one eLearning training platform. While they have a leading edge in providing easy-to-use learning management systems, outstanding customer support remains to be one of their top priorities.

As the company faces incredible regional growth, it became imperative to find a partner who can help bolster its expansion. Dimity Redcliffe, Head of Operations at Coassemble, shares her team’s experience with outsourcing to the Philippines and how this ultimate decision has helped them achieve their business goals.

“The prompt was our growth as a SaaS company. Our growth was and still exponential, and our support needed to be scalable.”

What prompted Coassemble to consider outsourcing?

We had tried outsourcing before. Unfortunately, it was unsuccessful. Looking back though, I don't think outsourcing was the failure. As an organization, we weren't ready to support an outsourcing team and provide them with clear direction and details of how we wanted them to function as our extended team.

This time around, we were ready and excited to try outsourcing again. We knew that we couldn't continue to hire internal staff members to service our growing customer base, and it was time to see if outsourcing could help. If it would help, now is the best time to try. If it failed, we’ll know that we need to start making a huge investment in an internal team.

So I guess the prompt was our growth as a SaaS company. Our growth was and still exponential, and our support needed to be scalable. Anyone will tell you... when you are looking to scale, try outsourcing.

What advice do you have for other Australian companies looking to outsource?

After our experience with Boldr, I can attest that not all outsourcing companies are created equal. While availing a “service” isn't the same commitment as utilizing internal resources, you still have to dedicate a lot of time, resources, and energy to get your outsourcing arm up and running. And if you choose the wrong service provider, it can set you back months.

“Do your research and understand that while the decision may be easier because you’re getting support-as-a-service, you are making a long-term commitment to the strategy, and this can impact the future direction of your business.”

We were lucky to find Boldr. I truly feel like we saved ourselves months in the initial start-up period. If you are treading the same path as ours, I say do your research and understand that while the decision may be easier because you’re getting support-as-a-service, you are making a long-term commitment to the strategy, and this can impact the future direction of your business.

It’s important to take the decision seriously and consider all your options.

For us, Boldr came recommended, and that always counts for a lot in business, so ask your networks, get recommendations, and get a feel of the service you are signing up for.

What surprised Coassemble about the outsourcing experience so far?

The professionalism of the Boldr team is very impressive. What delighted us the most was the people on the ground, our flex team members. They are well-trained, professional, and friendly.

The other thing that surprised us was the amount of process documentation they have created for us. Essentially, rather than just "doing the job," they are creating long-term documentation and processes. This makes it easier for our business and our partnership to grow and develop. Their approach always elevates the quality of our processes and is much appreciated and valued.

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