Case Study

How Satellite Office helped Hubster establish its 24/7 Customer Support team and scale its capabilities in a cost-effective way

Overview.

Restaurants use Hubster to superpower their business with innovative all-in-one restaurant management solutions. Thousands of restaurants trust Hubster to increase sales, save time, and make delivery easier.

The Challenge.

The challenges of scaling up the business, particularly when it came to customer support, were one of the earliest ones the Hubster team came across.

Our product at the time was really new, which meant that there were a lot of gaps and we had to cover a lot of these by having a really well-trained, really effective customer support team. Unfortunately in Sydney it was quite difficult to find the right people. And then also the model that we had meant that if we could find the right people, it wasn’t always cost efficient and effective for us to scale, especially the type of pace that we needed to.

Angus McCrabb
Head of Scaled Operations and Customer Support Asia Pacific | Hubster
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Client

Hubster

Industry

Retail / eCommerce

Key Outcome
  • 24/7 Customer Support team
  • Client Technical Onboarding
  • Customer Support Initiatives
  • Asia-Pacific Internal Support

The solution.

Hubster started talking with Satellite Office about establishing first a small offshore Customer Service team that could deliver far better coverage and far better support than they would get locally. They were soon able to launch a 24/7 customer support team with six agents.

In less than a year, Hubster’s offshore team grew from 6 people to almost 60.

So we started with customer support. We realized that our team doing support was so good, but they were also starting to stretch into other areas. So very quickly we launched onboarding and we started to do some more technical onboarding for our restaurant customers. We then moved into some scalable customer success initiatives. We started piloting some scaled kinds of sales enablement activities, and then we actually started supporting other parts of our business in other markets across the Asia Pacific.

The results.

24/7

Customer Support Team

186

Percent increase in overall concert head count

186

Percent increase in overall concert head count

Satellite Office has been an incredible partner for us. They've helped us understand the space, the challenges and the nuance of working with an offshore and outsourced team. And fundamentally, when we have problems, it's a collaborative process for us to solve them. The mindset of every single person we've worked with at Satellite Office has been a constructive and positive one.

Angus McCrabbHead of Scaled Operations and Customer Support Asia Pacific

FAQs

Frequently Asked Questions to help you with your offshore staff leasing requirements

What is the total cost for the Leased Staff?

The total cost for the Leased Staff is an all-inclusive fee including 2 components, being the Direct Leased Staff Costs as well as the Monthly Solution Fee:

 

Satellite Office does not include any mark-up or generate any fees for the Direct Leased Staff Costs. These costs include Gross Salary, Mandatory 13th Month Pay, Private Medical Insurance and Employer Statutory Costs. These costs can also include optional staff bonuses, or the provision of a free lunch.

The Monthly Solution Fee includes the provision of the complete Managed Solution, including Serviced Office, Staff Leasing, IT Support, HR, Payroll and other offshore support services.

Is there a minimum or maximum number of Leased Staff members I can hire through Satellite Office?

There is no minimum or maximum number of Leased Staff team members you can hire through Satellite Office. The model is effective with a team of as little as 1 staff and upwards to large teams of more than 100 staff, with flexibility to scale up and down.

Is there a minimum term required under the Full-Service Model?

Yes. Minimum term is 6 months. Some of our clients choose to sign longer-term agreements to enjoy improved terms.

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