Explore the full range of solutions Helpware divisions provide:
Explore the full range of solutions Helpware divisions provide:
Unified support model cuts error rate to 2% for this operations company while offshore expansion provides 24/7 coverage and reduces attrition and overhead
Our client is a connected operations platform company that helps businesses manage vehicle fleets, equipment, and physical operations through real-time data and automation. The company serves sectors including logistics, construction, food production, and public safety with its cloud-based dashboard, sensors, and AI-powered insights.
Helpware began supporting the client in 2023 with a dedicated team of 30 content security agents based in Ukraine.
The team reviews user-generated content and ensures all published material aligns with company and community standards.
As the client onboarded new users, demand for content review spiked.
They needed a bigger team fast.
To keep pace, they asked Helpware to expand its FTE footprint rapidly. But ramping fast meant a higher risk of errors, service delays, and communication breakdowns.
Without stable performance, the client faced potential downtime in critical review workflows. That would damage user trust and slow growth.
They needed more agents, better error management, and a more innovative way to scale across geographies without dropping coverage or increasing costs.
Helpware proposed a dual-site solution—expanding the content team from Mexico to the Philippines.
The PH recruitment team quickly sourced and onboarded agents while syncing training with the established MX group.
At the same time, Helpware collaborated with the client to redefine KPIs, streamline communication between teams, and align error-rate SLAs.
We implemented:
These updates helped manage ramp-up complexity and improve performance at speed.
The team beat its original 25% error rate target, sustaining just 2% errors across both sites.
The dual-region model allowed both teams to work daytime shifts, cutting night shifts in Mexico. This reduced attrition, improved quality, and lowered costs.
The client gained 24/7 coverage—without extra overhead
