Leading e-Business Company Takes Advantage of Virtual Teams

The Company
This e-business website developer optimizes online customer experiences for leading global brands. With customers like AOL, Nike, BMW, and Heineken, the company gained market share early on in its life.

The Challenge
As a young, two-year old company expanding their operations from North America to Europe and beyond, they needed to strengthen Head Office operations to support a global operation, while at the same time maintaining their ability to provide high quality to their customers.

The Solution
Working with senior management, we created an operational plan for managing virtual project teams in order to draw on resources from a growing global pool of talent. The plan standardized processes, improved support tools, defined roles and responsibilities and included a set of quality metrics by which success could be measured. It also ensured that information necessary for good customer service was retained by a representative located in the city where the customer lived. Behind the scenes tasks, like programming, could occur at any hour anywhere in the world.

The Benefits
The improvements meant more cost effective operations by using existing resources for projects in other countries. It also meant faster delivery to customers by providing round the clock, round the world resources for projects. To the customer, there was no difference having a virtual team as opposed to an onsite team – no difference that is except in the price tag, which was much lower.