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Case Study

Cutting Processing Times for a Digital Content Creator

Overview

Our client operates in the fast-moving consumer goods industry. They have established themselves as leaders in their field and have a strong reputation as a trusted provider of digital product content for retailers worldwide. Our client’s world-leading end-to-end product content solutions deliver high-quality data, coded in line with local product regulations, to provide engaging online retail experiences.

Client Needs

Our client’s objective was to reduce the turnaround times for their end customers to get high-quality product content live on their websites and expand their global reach into new markets. Our client sought an outsourcing partner with deep industry knowledge and expertise in delivering high-quality product content solutions to support this.

They specifically required assistance with data coding work that could be carried out with effective turnaround times and a high degree of accuracy in multiple languages. Due to our industry expertise and adaptable solutions, The DDC Group was chosen as the partner.

A Long-Term Partnership

A long-term partnership Starting with an initial requirement for a small team of English language data coding agents, our collaborative approach fostered a long-standing relationship spanning over 10 years. As our partnership grew to encompass nearshore and offshore locations, we successfully delivered high-quality data coding solutions in 7 different languages and expanded our service offering to include customer-facing support and a global service desk for our client’s end customers.  This collaboration and evolution of the initial solution assisted our client’s strategic goal of expansion into new markets and attaining industry-standard accreditations. The key to our long-running success has been working in partnership with our client and being responsive to the ever-changing marketplace.

Solution Summary

The DDC Group delivered an innovative multilingual solution to support our client’s global growth. Using a two-step process, we ensure accurate product content capture: first verifying data completeness, then performing Data Capture and Quality Assurance aligned with GS1 standards. This ensures fresh, accurate data in just 40 minutes per product.

Over time, we expanded to include customer-facing support, post-production quality control, and enhanced services, leveraging our deep expertise in coding regulations to provide end-to-end lifecycle support.

Key features included: 
  • Multilingual Capability: Supporting seven languages (Dutch, French, Finnish, Danish, Italian, Czech, and English).
  • Data Capture: Processing up to 50,000 products per quarter with strict GS1-compliant validation rules.
  • Quality Assurance: Ensuring the highest data quality and customer satisfaction.
  • Global Service Desk: Providing 24-hour, multi-market, multi-time zone support.
  • Customer Support: Delivering first-line support in Dutch and French.
  • Quality Controller Role: Dedicated to maintaining data quality and GS1 compliance.

This comprehensive solution ensures high-quality data and exceptional support, helping our client deliver a superior global service offering.

Key Success Points

Working with this client for 10+ years, we have seen some huge successes which have contributed to the longevity of the relationship:

99.4

customer acceptance rate for single-language capture

98.75

customer acceptance rate for dual-language capture

20

minutes saved: reduced average processing time per product

50

savings achieved by moving their in-house solution to The DDC Group
Goals Achieved

Cost Savings, Improved Data Quality, Enhanced Efficiency, & Scalability

Working with this client for 10+ years, we have seen some huge successes which have contributed to the longevity of the relationship:
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Significant Cost Savings: Achieved a 50% reduction in bottom-line costs by transitioning the client’s in-house solution to DDC.

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Improved Data Quality: Maintained exceptional accuracy with a 0.6% rejection rate for single-language capture and 1.25% for dual-language capture.

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Increased Efficiency: Reduced average processing time per product by 20 minutes, significantly speeding up the end-to-end process to suppliers without compromising data accuracy.

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Enhanced Scalability and Flexibility: Seamlessly onboarded new agents to handle increased workloads, supporting the client’s expansion into new markets.

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