1840 & Company offers global outsourcing and staffing solutions, helping businesses scale efficiently with vetted talent from over 150 countries.
The U.S.-based fashion tech company faced a significant challenge in scaling its customer support as the demand for its SaaS platform increased rapidly. In-house costs were high, scalability was limited, and customer satisfaction began to decline due to inconsistent coverage and slow response times. The growing needs for efficient and scalable support opened up the consideration for outsourcing solutions. To address these challenges, the company partnered with 1840 & Company to implement a blended customer support model. Dedicated agents in the Philippines were integrated into their CRM and help desk software, establishing 24/7 multilingual support across various channels. This strategic move aimed to streamline operations and improve overall service quality, aligning with the company's growth trajectory and client expectations. As a result, the company experienced a 48% reduction in support costs while achieving a 22% improvement in customer satisfaction scores (CSAT) within the first 90 days. The solution also provided a fully scalable support system, allowing the company to efficiently manage increasing demands while maintaining high service standards.
The customer faced the challenge of high technical support costs when employing local support agents. U.S. companies often incur significant expenses on salaries, benefits, and taxes when hiring onshore teams to handle technical support tasks. This situation was exacerbated by the need for 24/7 operations and multilingual support, which added to the complexity and expense. To address these challenges, the customer outsourced its technical support needs to cost-effective regions like the Philippines, India, and LATAM. By hiring offshore and nearshore technical support agents skilled in using various helpdesk tools, the customer managed to align operations with their cost and performance goals. The solution involved the strategic deployment of multi-tier agents who supported customer inquiries, escalations, and issue resolution using the customer’s choice of CRM and helpdesk tools. As a result, the customer achieved an 88% reduction in support costs compared to the traditional U.S. hire model. The company also experienced improvement in CSAT scores and retention rates by hiring multi-tier support agents who quickly resolved issues and maintained accurate customer interaction records. The offshore and nearshore teams facilitated round-the-clock coverage and bilingual communication, meeting the customer’s operational and language requirements while significantly reducing overhead costs.
The main challenge faced was the high cost of hiring customer experience analysts locally, which significantly impacted the budget for many companies. These organizations needed professionals skilled in data analysis and customer insights but found the salaries and overhead costs prohibitive when sourcing talent within the United States. This financial strain pushed businesses to look for alternative solutions without compromising on the quality of customer insights and service. To address this challenge, companies decided to outsource customer experience analysts to regions like the Philippines, LATAM, and EMEA. These regions offered professionals proficient in platforms like Salesforce, Zendesk, and HubSpot at a fraction of local costs. By utilizing vetted talent from these global regions, businesses were able to maintain high levels of customer analysis and reporting quality, ensure multilingual support, and receive time-zone-aligned services, particularly crucial for organizations operating across various regions. The results were substantial cost savings and improved operational efficiency. On average, by hiring from cost-efficient regions, companies achieved cost reductions of up to 86% compared to local hires in the U.S. They also reported savings of $105,000 annually when outsourcing to the Philippines and $99,000 when utilizing talent from LATAM. This strategic move allowed companies to reinvest the savings into other areas of their business, enhancing overall growth and competitiveness.
Network Notes
They achieved KPIs, closed B2B sales, and exceeded our sales expectations with monthly growth. The team shows a willingness to adapt and take over additional LOBs and provided efficient management. Great communication and quick, good results.
Undisclosed
Senior Vendor Manager
The team sourced candidates for us from the Philippines to do data verification for our company and now we work with them to do payroll. They moved quickly and provided quality candidates.
Undisclosed
HR Manager
They consistently find people that fit the client’s requirements for each position. Moreover, the resources they provide are usually ready to work right away. They’re like a matchmaker for staff; they provide exactly what we’re looking for.
Undisclosed
CEO
We selected 1840 based on our needs and their ability to source and onboard offshore talent. We were impressed with their clear and concise communication.
Andrew C
VP Finance
The team completes tasks on time and goes above and beyond. I’ve been pleased with everything so far.
Mike M
Owner
Although we had several partners with more tenure, it was 1840 & Company that used their analysis team to open up our opportunities with NPS score, resulting in 50%+ improvements.
Danielle R
VP of Client Services
1840 & Company provided us with more transparency into our sales calls at a time when we really needed it. They provided QA tools, improved our value proposition, and sales coaching which greatly improved our customer interactions and sales process.
Casey H
Manager Of Training
1840 & Company connects global talent with leading organizations, specializing in outsourcing, recruitment, and workforce management solutions. The company focuses on building high-performing teams across borders, leveraging expertise and scalable solutions to meet business needs. With a significant presence in over 150 countries, 1840 & Company aims to revolutionize the workforce landscape by offering cost savings and efficiency through vetted professionals and a comprehensive service portfolio. The company's values emphasize inclusivity, transparency, and value-oriented solutions, ensuring fair compensation and quality service delivery.
Outsource operational functions to managed teams operated by 1840 & Company.
Managed Services
Process Optimization
Global Reach
Scale your hiring with dedicated recruiting partners managing global sourcing, screening, and candidate pipelines.
Candidate Sourcing
Dedicated Specialists
Faster Hiring
Source, vet, onboard, and pay skilled global talent that integrates into your team.
Vetted Talent
Cost Reduction
Seamless Onboarding
Top ranked solutions in BPO
Atidiv provides data-powered outsourcing solutions that enable businesses to scale smarter and drive growth.
Human Cloud Verification ensures that the listed end customer is verified. It's used across kudos, customers, and business cases, and performed by Human Cloud. Think about it like a background check.
Customer experience outsourcing for e-commerce and tech companies. Dedicated support teams.
Human Cloud Verification ensures that the listed end customer is verified. It's used across kudos, customers, and business cases, and performed by Human Cloud. Think about it like a background check.
FGC+ offers people-driven outsourcing solutions that enhance operational efficiency and support business growth across various industries.
Human Cloud Verification ensures that the listed end customer is verified. It's used across kudos, customers, and business cases, and performed by Human Cloud. Think about it like a background check.
El Salvador nearshore BPO. HIPAA SOC-2 PCI compliant. 300+ VA clients. Founded by bilingual Salvadoran-American.
Human Cloud Verification ensures that the listed end customer is verified. It's used across kudos, customers, and business cases, and performed by Human Cloud. Think about it like a background check.
Remote Staff helps businesses expand by providing vetted and high-performing remote teams with seamless integration and operational support.
Human Cloud Verification ensures that the listed end customer is verified. It's used across kudos, customers, and business cases, and performed by Human Cloud. Think about it like a background check.
Senior Vendor Manager
They achieved KPIs, closed B2B sales, and exceeded our sales expectations with monthly growth. The team shows a willingness to adapt and take over additional LOBs and provided efficient management. Great communication and quick, good results.
HR Manager
The team sourced candidates for us from the Philippines to do data verification for our company and now we work with them to do payroll. They moved quickly and provided quality candidates.
CEO
They consistently find people that fit the client’s requirements for each position. Moreover, the resources they provide are usually ready to work right away. They’re like a matchmaker for staff; they provide exactly what we’re looking for.
VP Finance
We selected 1840 based on our needs and their ability to source and onboard offshore talent. We were impressed with their clear and concise communication.
Owner
The team completes tasks on time and goes above and beyond. I’ve been pleased with everything so far.
VP of Client Services
Although we had several partners with more tenure, it was 1840 & Company that used their analysis team to open up our opportunities with NPS score, resulting in 50%+ improvements.
Manager Of Training
1840 & Company provided us with more transparency into our sales calls at a time when we really needed it. They provided QA tools, improved our value proposition, and sales coaching which greatly improved our customer interactions and sales process.
The U.S.-based fashion tech company faced a significant challenge in scaling its customer support as the demand for its SaaS platform increased rapidly. In-house costs were high, scalability was limited, and customer satisfaction began to decline due to inconsistent coverage and slow response times. The growing needs for efficient and scalable support opened up the consideration for outsourcing solutions. To address these challenges, the company partnered with 1840 & Company to implement a blended customer support model. Dedicated agents in the Philippines were integrated into their CRM and help desk software, establishing 24/7 multilingual support across various channels. This strategic move aimed to streamline operations and improve overall service quality, aligning with the company's growth trajectory and client expectations. As a result, the company experienced a 48% reduction in support costs while achieving a 22% improvement in customer satisfaction scores (CSAT) within the first 90 days. The solution also provided a fully scalable support system, allowing the company to efficiently manage increasing demands while maintaining high service standards.
Skills
Project Details
The customer faced the challenge of high technical support costs when employing local support agents. U.S. companies often incur significant expenses on salaries, benefits, and taxes when hiring onshore teams to handle technical support tasks. This situation was exacerbated by the need for 24/7 operations and multilingual support, which added to the complexity and expense. To address these challenges, the customer outsourced its technical support needs to cost-effective regions like the Philippines, India, and LATAM. By hiring offshore and nearshore technical support agents skilled in using various helpdesk tools, the customer managed to align operations with their cost and performance goals. The solution involved the strategic deployment of multi-tier agents who supported customer inquiries, escalations, and issue resolution using the customer’s choice of CRM and helpdesk tools. As a result, the customer achieved an 88% reduction in support costs compared to the traditional U.S. hire model. The company also experienced improvement in CSAT scores and retention rates by hiring multi-tier support agents who quickly resolved issues and maintained accurate customer interaction records. The offshore and nearshore teams facilitated round-the-clock coverage and bilingual communication, meeting the customer’s operational and language requirements while significantly reducing overhead costs.
Skills
Project Details
The main challenge faced was the high cost of hiring customer experience analysts locally, which significantly impacted the budget for many companies. These organizations needed professionals skilled in data analysis and customer insights but found the salaries and overhead costs prohibitive when sourcing talent within the United States. This financial strain pushed businesses to look for alternative solutions without compromising on the quality of customer insights and service. To address this challenge, companies decided to outsource customer experience analysts to regions like the Philippines, LATAM, and EMEA. These regions offered professionals proficient in platforms like Salesforce, Zendesk, and HubSpot at a fraction of local costs. By utilizing vetted talent from these global regions, businesses were able to maintain high levels of customer analysis and reporting quality, ensure multilingual support, and receive time-zone-aligned services, particularly crucial for organizations operating across various regions. The results were substantial cost savings and improved operational efficiency. On average, by hiring from cost-efficient regions, companies achieved cost reductions of up to 86% compared to local hires in the U.S. They also reported savings of $105,000 annually when outsourcing to the Philippines and $99,000 when utilizing talent from LATAM. This strategic move allowed companies to reinvest the savings into other areas of their business, enhancing overall growth and competitiveness.
Skills
Project Details
The enterprise platform for on-demand tech talent and human + AI orchestration
Human Cloud Verification ensures that the listed end customer is verified. It's used across kudos, customers, and business cases, and performed by Human Cloud. Think about it like a background check.
Deel provides a platform to hire, manage, pay, and equip workers across locations, combining global payroll, HR/HRIS, compliance, and related services like immigration and IT device management.
Human Cloud Verification ensures that the listed end customer is verified. It's used across kudos, customers, and business cases, and performed by Human Cloud. Think about it like a background check.
Full service creative production company helping brands maximise the impact of their marketing content
Human Cloud Verification ensures that the listed end customer is verified. It's used across kudos, customers, and business cases, and performed by Human Cloud. Think about it like a background check.
