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Case Study

Nearshore Team Powers Sales Success & Global Growth

Overview

The client is a global supplier of maintenance, repair, and operations (MRO) and industrial automation parts, serving sectors such as manufacturing, automotive, and export. Their offering spans new, refurbished, and hard-to-find components, supported by a strong reputation for quality and customer satisfaction. As their international footprint expanded, they sought to evolve their service model to maintain consistency and drive growth across multiple markets. 

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Client Needs

To support global expansion and improve operational efficiency, the client required a centralised multilingual solution capable of delivering both proactive and reactive customer engagement.

Their objectives included increasing outbound sales and retention, improving inbound quote-to-order conversion, accelerating receivables recovery without disrupting business-as-usual, and stabilising fulfilment operations through supplier management. They also needed real-time management information and quality assurance to guide daily operations and enable continuous improvement. 

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 specialised resource. DDC could also offer the language skills required from one centralised nearshore location. 

Solution Summary

The DDC Group deployed a centralized hub in Belgrade, Serbia, delivering multilingual services across sales, finance, and purchasing functions. The programme launched in phases: 

  • Outbound business development began in December 2023, focusing on proactive outreach, retention, and reactivation of dormant accounts.
  • Inbound inside sales went live in July 2024, handling quotations and web orders with speed and precision tailored to market-specific needs. 

 

 

 

  • A proof-of-concept for collections was introduced in the US market, optimizing outreach cadence and reporting to accelerate debt recovery. 
  • A purchasing expeditor team launched in October 2025 to chase suppliers, clear exceptions, and protect at-risk revenue. 

All teams operated under a shared framework of calibrated quality, real-time MI dashboards, and continuous improvement routines, ensuring consistent coverage and fast decision-making. The services are currently being delivered in 11 languages across all channels. 

 

The Impact

The client gained a scalable, insight-driven solution that delivered measurable improvements across revenue, efficiency, and customer experience. The multilingual hub provided consistent service across European markets and supported US operations. Operational visibility improved through enhanced reporting, enabling agile resource deployment and faster issue resolution. Weekly collaboration sessions and joint playbooks ensured alignment across teams, while flexible resourcing allowed the programme to adapt to shifting regional needs. 

Key Success Points

5400000

in outbound revenue generated

12

increase in order volume

23

increase in order volume

38948

inbound quotes created between July 2024 and September 2025 (EU)

3820000

in booked orders and $3.41 million invoiced revenue (EU)

7800000

recovered in 3 months through collections, exceeding PoC targets by over 250% (US)

80

error-reduction potential identified and addressed through QA/MI (US)
Goals Achieved

Exceptional Revenue Growth and Strategic Performance Improvements
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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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Outreach efficiency doubled (+100%) via cadence and dial optimization (US)

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Purchasing team launched with KPIs focused on safeguarding orders, reducing WISMO contacts, and improving supplier response times.

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