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Case Study

Nearshore Team Powers Sales Success & Global Growth

Overview

Our client is a global leader in the supply of equipment for maintenance, repair, and operations (MRO) and industrial automation solutions. They are known for their extensive inventory of both new and obsolete parts, offering significant savings on these items to many sectors, including the automotive industry, goods export, and manufacturing production. They deliver their services with a strong focus on quality and customer satisfaction.

Client Needs

The client's mission was to deliver a cost-effective yet exceptional customer experience across all markets in their global portfolio. The client was also preparing for global expansion and a transition in technology and processes. They recognized the need for a team ready to support both new and existing customers, specifically to boost sales and improve customer retention. To achieve their goal and consistently deliver this experience, the client required flexibility and a team of skilled business development specialists with multilingual capabilities.

As a highly experienced partner in customer experience and digital transformations, The DDC Group became the natural partner to help the client navigate these developments and provide a specialized resource. DDC could also offer the language skills required from one centralized nearshore location.

Solution Summary

The DDC Group and the client have fostered a culture of operational excellence and continuous improvement through the following solution:
  • A dedicated team of 14 sales specialists based in Belgrade, Serbia
  • Inbound and outbound multichannel services, including retention strategies
  • Support provided in 11 languages across both voice and digital platforms

Key Success Points

3500000

in revenue generated with a cost to serve under £300K

30

average increase in ROI, exceeding revenue goals
Goals Achieved

Exceptional Revenue Growth and Strategic Performance Improvements
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Generated over £3.5m in revenue with a cost to serve of under £300k, ensuring exceptional profitability.

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Exceeded the rolling revenue requirement by an average of 30%, delivering a significantly improved ROI.

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Implemented advanced DDC reporting tools, providing flexible, actionable insights to drive performance and inform strategic business decisions.

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Established a robust quality framework with regular calibration sessions, ensuring alignment and consistent expectations between both parties.

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