In the fast-paced world of business process outsourcing, the strength of a partnership is measured not just in service delivery, but in the tangible outcomes it produces for everyone involved. Our ongoing collaboration with a business process outsourcing partner is a clear example of how strategic managed IT and CX services can transform operations for a shared real estate client.

About the Client

• Industry: Business Process Outsourcing
• Location: Philippines

Our client provides after-sales administration support for a major residential property developer, covering reservations, customer service, billing, financing assistance, credit investigation, documentation, and title transfers — all functions that demand precision, consistency, and responsiveness.

Mission & Business Objectives

Our role is to strengthen our client’s position as a strategic partner to the property developer by delivering managed IT and CX services that ensure seamless operations and enhanced efficiency. This directly supports the developer’s broader commitment to operational excellence, customer satisfaction, and employee engagement.

Services and Products Provided

Our engagement spans a comprehensive suite of managed services, delivered under a recurring engagement model:

• Managed Services in CX and IT Centers of Excellence (COEs)
• Sub-LOB coverage: IT Help Desk, Technical Support, IT System Administration, and Record Imaging System (RIS)
• Engagement type: Recurring

A cornerstone of this partnership is the Record Imaging System (RIS) Managed Services, which ensures efficient document processing at a target volume of 180,000 pages. Alongside this, IT Help Desk, Technical Support, and IT System Administration services work together to optimize our client’s overall IT operations.

Duration of Partnership: Engaged for over 3 years.

Key Metrics That Tell the Story

The results of this partnership speak for themselves. Since the engagement began, we’ve helped our client achieve:

• 82.98% productivity rate in RIS services
• 100% attendance for ITG and RIS teams
• Reduced ticket resolution times across IT support functions

Optimized processes, improved customer satisfaction, and a strengthened IT infrastructure have enabled faster, more scalable service delivery for this partnership.

Looking Ahead

As we continue to deepen our role as a managed services provider, the focus remains on scaling these efficiencies further — ensuring that residential property operations are supported by robust, responsive, and reliable technology and customer experience infrastructure for years to come.