Case Study: Axim’s Costa Rican Center of Excellence

How a Global Solutions Integrator Leveraged Axim Costa Rica to Reduce Costs and Increase Profits for a new Subscription Offer

The Customer Challenge

Tasked with rolling out a new subscription-based communications offer, Axim’s customer needed to get a team in place to handle new client provisioning & onboarding. Because the tasks in scope would be customer-facing, they would set the tone for the rest of the relationship, and directly influence Churn and Customer Lifetime Value. The right solution needed to provide consistently high quality without sacrificing value.

The Solution

After reviewing several options, including using Asia-Pacific-based outsourcers, and delivering the required skills in-house, the customer chose to engage Axim’s Costa Rican Center of Excellence, standing up a dedicated team to own all provisioning, onboarding, and training tasks related to this subscription communication offer.

Axim’s Costa Rican team of resources that combine cultural and geographical proximity to the USA, strong English proficiency, low churn, and the required expertise needed to execute tasks correctly every time.  They were able to quickly integrate with the customer’s team, becoming a trusted advisor

Results

• 100% CSAT over the 18-month engagement (and counting)
• Expansion of in-scope tasks due to quality of delivery, including Resource Management, Project Coordination, Architecture & Design, Training, and Engineering
• 40%+ reduction in cost vs. insourced delivery model, which contributes to reduced time to profits

As an example of the kind of proactive innovation Axim brought to the engagement, after regularly encountering the same questions from new customers, the Axim Costa Rica team created training videos that addressed these common concerns, thereby reducing their time spent answering questions, and increasing time to focus executing on core tasks.

“The process to supplement our staff with resources from Axim was flawless from start to finish.”

-Client Director of Engineering

Contact us today at askaxim@aximglobal.com to discuss how Axim Costa Rica can be your easy button for reduced operating costs and increased profits!

Axim GlobalAxim Global Through our expertise in Enterprise Consulting, Experience Analytics, and Team Extension, Axim’s experienced team of enterprise technology architects and consultants work with some of the most recognized brands in the world to deliver ROI-based transformation, visibility into the key success indicators businesses rely upon, and the modern skills customers need to effectively operate their communications and customer contact technologies. Learn more at https://www.aximglobal.com.

Through our expertise in Enterprise Consulting, Strategic Staffing, and Custom Software Development, Axim’s experienced team of enterprise technology architects and consultants work with some of the largest organizations in the world.  We thoroughly audit their current collaboration & customer contact technologies and cloud applications, help them pick the right options for their specific requirements, and identify opportunities for reduction of cost via carefully planned and executed enterprise-level standardization.  Learn more at https://www.aximglobal.com.

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About Us

Axim specializes in Enterprise Communications Transformation, from cloud to legacy technology to customer experience.

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