Mimecast Case Study
Challenge
To serve its expanding customer base, Mimecast had to quickly and affordably establish a team of 50 skilled technical and customer support professionals.
The team planned to recruit five DMARC Technicians, and then would turn its attention to building the Customer Operations team. There was just one problem: local candidates were unwilling to provide 24/7 availability — a necessity since technical issues aren’t restricted to business hours. U.S. and UK salaries were also prohibitive, further constraining Mimecast’s ability to secure staff.
To serve its expanding customer base, Mimecast had to quickly and affordably establish a team of 50 skilled technical and customer support professionals.
The team planned to recruit five DMARC Technicians, and then would turn its attention to building the Customer Operations team. There was just one problem: local candidates were unwilling to provide 24/7 availability — a necessity since technical issues aren’t restricted to business hours. U.S. and UK salaries were also prohibitive, further constraining Mimecast’s ability to secure staff.
Solution
Mimecast engaged Outsourced to solve its urgent hiring needs, and the relationship soon grew into a valuable long-term partnership.
Not only did Mimecast secure reliable DMARC Technicians, but it also onboarded several Managed Services Technicians and Customer Support Engineers at a 70% cost reduction compared to hiring locally. Today, the company has over 60 Outsourced staff delivering round-the-clock support.
‘I have been working with Outsourced for a few years now and I must say that they have been an invaluable partner for our business,’ says Gavid Naidoo, Senior Director of Customer Operations.
‘They have a team of highly skilled professionals who have demonstrated a deep understanding of our industry and its specific requirements. Their dedication, expertise and professionalism have truly exceeded my expectations.’
Reichenn M. Labios, the Managed Services Manager hired by Outsourced, says the work culture helps him support Mimecast’s objectives. ‘I have been given the chance to take on new challenges and responsibilities, and I have always been supported by my managers and colleagues,’ he says.
Looking ahead, Mimecast is planning to build on its successful partnership with Outsourced and grow its Philippines-based team to over 100 staff.
Mimecast engaged Outsourced to solve its urgent hiring needs, and the relationship soon grew into a valuable long-term partnership.
Not only did Mimecast secure reliable DMARC Technicians, but it also onboarded several Managed Services Technicians and Customer Support Engineers at a 70% cost reduction compared to hiring locally. Today, the company has over 60 Outsourced staff delivering round-the-clock support.
‘I have been working with Outsourced for a few years now and I must say that they have been an invaluable partner for our business,’ says Gavid Naidoo, Senior Director of Customer Operations.
‘They have a team of highly skilled professionals who have demonstrated a deep understanding of our industry and its specific requirements. Their dedication, expertise and professionalism have truly exceeded my expectations.’
Reichenn M. Labios, the Managed Services Manager hired by Outsourced, says the work culture helps him support Mimecast’s objectives. ‘I have been given the chance to take on new challenges and responsibilities, and I have always been supported by my managers and colleagues,’ he says.
Looking ahead, Mimecast is planning to build on its successful partnership with Outsourced and grow its Philippines-based team to over 100 staff.
Results
24/7 Operational Coverage: Tapped into flexible shift patterns in the Philippines to achieve seamless, continuous technical support for global end-users.
Scalability: Successfully bypassed local hiring constraints by establishing an adaptable pipeline of qualified technical candidates.
|Cost Efficiency: Significantly reduced operational costs associated with onshore technical staffing without compromising quality or support resolution standards.
24/7 Operational Coverage: Tapped into flexible shift patterns in the Philippines to achieve seamless, continuous technical support for global end-users.
Scalability: Successfully bypassed local hiring constraints by establishing an adaptable pipeline of qualified technical candidates.
|Cost Efficiency: Significantly reduced operational costs associated with onshore technical staffing without compromising quality or support resolution standards.