A: With the proper documentation, training, and onboarding, basically any back office task can be done by your remote team. If there is no documentation and training, we can help you develop it.
If it’s your first time working with a remote team, we’d recommend to begin with high volume, and low impact tasks (like portal administration). Pick a set of tasks that would either deliver a better customer experience, or a better employee experience.
Anything that falls within the roles described above can be handled by your remote team. For example: taking inbound calls, processing portal requests, sending estimates, broadcasting work order updates, sending invoices, parts research and ordering, appointment setting, process documentation, account receivables and payables, etc. and more!
Once a culture of documentation and systematization is in place, the sky’s the limit.
A: We become an extension of your operations. That’s why we assign you a Client Success Manager to help you in running your remote team and provide all the support in order to get maximum productivity out of your team members.
We work closely with your local team managers to ensure that work is getting done on time, there are clear lines of communication at all times, and any roadblocks are addressed immediately.
A: While there are some overlaps with call centers, Origo is MUCH more than that.
We don’t just pick up the phones and take down notes, we run the entire customer support and dispatch workflow for you (all the way from answering the phone to scheduling the site visit and creating the work order).
Furthermore, a call center charges you per minute. The longer they stay on the phones, the more they get paid—and their agents work across many clients. That’s not how we operate.
Our staff are dedicated to you (they wear your shirt) and we’re focused on achieving operational excellence to reduce your overhead, increase your margins, and enhance customer experience.
A: We found that the best strategy is to combine BOTH.
Hire locally for critical and core roles, and hire remotely for back-office functions.
And because of hiring remotely, you’ll enjoy bigger margins that allow you to hire MORE local talent.
Plus, tapping into a global talent pool increases the chances of finding A-players instead of limiting your options to the local talent pool.
A: One of the things our clients and partners love about working with Origo is that we free up their local staff from repetitive and mundane tasks so they can focus on higher value jobs.
People sometimes have misconceptions that hiring overseas puts their job at risk, which is not the case.
Our recommendation is to start with use cases that improve your local staff’s workflow to get their initial buy-in.
After that, it doesn’t take long for them to realize that their life actually becomes easier when working with Origo. Soon enough, they’ll be telling everyone around the office about their positive experience.
That’s why it is very common for clients to quickly expand their remote teams, going from apprehension to “How can we get more of it?”
Transparent communication is critical at all times. Your local team should not be left in the dark about the decision of adding a remote team.
We’re also happy to do webinars and provide support material to introduce remote teams to your company.
A: We believe that Field Service companies should focus on their core competencies—hiring and training technicians, getting new clients, and innovation. Everything else is a supporting function and is almost a distraction to the leadership team.
Maybe, a better question to ask would be: “Is it right for me and my team to spend all the time building and scaling our back office infrastructure instead of focusing on growth?”
For Field Service Leaders who want to focus on growth and scale faster, partnering with Origo is a no-brainer.