The challenge
Rising labor costs and the need for scalable, reliable support across dispersed field operations were straining internal IT teams. The client — a national technology services provider supporting retail, senior living, hospitality, and consumer services — needed a cost-effective way to maintain service quality while expanding capacity.
What we built
Partnering with ADBM, they built a 39-person offshore team in the Philippines, filling critical roles including 18 Level 1 tech support agents, 17 project coordinators, two customer care coordinators, a field tech coordinator, and an HR administrator — all screened for culture fit and committed to seamless cross-time-zone collaboration.
The result
The team scaled to 39 hires in just a year and cut labor costs by more than 66% — roughly $811K against an estimated $2.4M domestic equivalent. Operational efficiency and service quality improved nationwide, offshore and U.S. teams integrated seamlessly, and the core U.S. team was freed to focus on strategy and growth.