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How Satellite Office helped SiteMinder to provide excellent customer care to support their team in Australia
Overview.
SiteMinder are a global leading guest acquisition platform for hotels, providing the core technology that allows websites such as Agoda and Booking.com to grow. SiteMinder has 35,000 hotels as customers in 160+ countries, 87 million reservations a year, equating to $38 billion worth of hotel, Airbnb or B&B stays.
Our Solution.
The company faced several business issues, including high operational costs, the challenge of supporting worldwide time zones, and the need for additional staff during peak times. These issues threatened to undermine the company’s growth and profitability.
SiteMinder needed to support their rapid growth in a cost-effective way, and Satellite Office was able to provide a solution. Working in consultation with SiteMinder, Satellite Office helped to establish a team of IT Customer Care, Financial, and Data Administration support staff. To accommodate peak season demands, Satellite Office also facilitated the recruitment of a temporary team of 10 to 15 people. Taking a consultative approach, Satellite Office worked with SiteMinder to determine the optimal team structure. By hiring the management team first, they ensured that the team was well-supported and aligned with SiteMinder’s business goals. The Australian team implemented onsite training to ensure that the offshore team was able to provide excellent customer care. Satellite Office also supported SiteMinder’s global operations, including offices in the US, by providing a cost-effective solution for support staff. Finally, to ensure close collaboration, the Australian team regularly visited the Philippines office.
Client
SiteMinder
Industry
Information Technology and Services
Key Outcome
Starting with 13 initial team members, they have grown their offshore team to 35 and are looking to expand further in the future.
A remote back office team covering:
- Global 24/7 Customer Service
- Back Office Support
- Finance & Accounting
Offshore roles.
Global Customer Success Team
- Senior Customer Configuration Analyst
- Customer Configuration Analyst/ Specialist
- Customer Configuration Analyst Host Manager
- Salesforce Data Analyst
Finance & Data Admin Team
- Senior Finance Data Admin
- Finance Data Admin
- Accounts Payable Admin
”Our team in the Philippines is an extension of our Sydney team and that wouldn’t be possible without the support from Satellite Office .
Glen RobinsonVP of Customer Experience, Pet Circle
FAQs
Frequently Asked Questions to help you with your offshore staff leasing requirements
What is the total cost for the Leased Staff?
The total cost for the Leased Staff is an all-inclusive fee including 2 components, being the Direct Leased Staff Costs as well as the Monthly Solution Fee:
Satellite Office does not include any mark-up or generate any fees for the Direct Leased Staff Costs. These costs include Gross Salary, Mandatory 13th Month Pay, Private Medical Insurance and Employer Statutory Costs. These costs can also include optional staff bonuses, or the provision of a free lunch.
The Monthly Solution Fee includes the provision of the complete Managed Solution, including Serviced Office, Staff Leasing, IT Support, HR, Payroll and other offshore support services.
Is there a minimum or maximum number of Leased Staff members I can hire through Satellite Office?
There is no minimum or maximum number of Leased Staff team members you can hire through Satellite Office. The model is effective with a team of as little as 1 staff and upwards to large teams of more than 100 staff, with flexibility to scale up and down.
Is there a minimum term required under the Full-Service Model?
Yes. Minimum term is 6 months. Some of our clients choose to sign longer-term agreements to enjoy improved terms.
Contact us for a free consultation on outsourcing strategy.
Outsourcing and offshoring can help you lower your operating costs. Get an in-depth assessment and find out more about the cost-saving options you can expect.
Hire up to 3 talent for the cost of 1 local staff
Highly-skilled Filipino talent recruited to suit your requirements
Flexible options from 1 to 100+ staff
Flexible work setup across Work-From-Home and Work-From-Office options
Execution focused on delivering performance improvements
Proven success track record for global clients
