The challenge: source IT professionals
During a period of major growth, Mimecast had to plug a critical talent gap affecting its service delivery. The company required a large specialised team combining the skills of 50 technical and customer support professionals in order to meet demand. Mimecast's plan was simple: recruit five DMARC Technicians, then gradually build the Customer Operations team.
There was just one problem. Local candidates were unwilling to work day and night shifts — a necessity since customers' technical issues aren’t restricted to business hours. US and UK salaries were also cost prohibitive, further constraining Mimecast’s ability to hire IT staff affordably.
The solution: outsource technical staff to the Philippines
Mimecast engaged Outsourced to solve its urgent hiring needs and access the top 1% of talent globally. The relationship soon grew into a valuable long-term partnership.
Not only did Mimecast secure reliable DMARC Technicians as planned, but it also onboarded several Managed Services Technicians and Customer Support Engineers at a 70% cost reduction compared to hiring locally. This was a welcome bonus on top of securing business critical staff.
“I have been working with Outsourced for a few years now and I must say that they have been an invaluable partner for our business,” says Gavin Naidoo, Senior Director of Customer Operations.
“They have a team of highly skilled professionals who have demonstrated a deep understanding of our industry and its specific requirements."
The business impact
Today, the company grown its Outsourced team to over 60 staff delivering round-the-clock support out of the Philippines. Reichenn M. Labios, a Managed Services Manager hired by Outsourced, says the fantastic work culture helps him support Mimecast’s objectives.
“Through Outsourced, I have been given the chance to take on new challenges and responsibilities, and I have always been supported by my managers and colleagues.”
Reichenn M. Labios
Managed Service Manager, Outsourced
Speaking of the team, Gavin says, "Their dedication, expertise and professionalism have truly exceeded my expectations.”
Looking ahead, Mimecast is planning to build on its successful partnership with Outsourced and further expand its Philippines team to over 100 staff.
Outsourced helps you hire and retain the top 1% of talent worldwide, with world-class managed operations supporting your success. Talk to a staffing specialist today — or estimate your monthly savings on popular roles using our calculator below.
