Internet Technology Outsourcing (ITO) Services – Case Study 2019

Catching the eye of an international retail powerhouse

Organization profile

Central Gate is the official Costa Rica high-tech services association gathering top-quality export outsourcing providers in BPO (Business Process Outsourcing), ITO (Internet Technology Outsourcing), and Digital Marketing. This is the one-stop-shot for offshore and nearshore contractors looking for trusted and proven suppliers delivering human talent, competitiveness, and added value in developing business solutions.

Since its very origins, Central Gate has been supported by CINDE (The Costa Rican Investment Promotion Company) and developed an innovative and effective public-private alliance with PROCOMER (The Foreign Trade Corporation of Costa Rica) to become a strategic cluster for attracting incoming business opportunities for its members.

Established on December 2012, it was presented internationally at the 2013 IAOP Outsourcing World Summit. Since then, the organization has been a frequent participant in international industry events, representing over 13 Costa Rican companies to dozens of potential clients in the United States, particularly in New York, Virginia, Texas, California, and Florida.

Strict membership criteria ensure that the organization enlists the best and most recognized providers in the exporting services sector. These specific standards include: being up to date with the corresponding legal responsibilities in Costa Rica, holding at least 50% bilingual resources within the company (English-Spanish), having at least one international client, reporting minimum annual sales of US$200,000 for international clients, and presenting a customized recommendation from CINDE, PROCOMER, or any other current member of Central Gate.

As a not-for-profit organization, Central Gate is a business opportunity facilitator and it does not charge any commission not does it obtain any form of revenue from the leads signed by its members; nonetheless it works as a platform for the interchange of good practices and partnerships, and it does promote specific ethical policies that guarantee impartiality, honesty, confidentiality, transparency, and avoidance of any conflict of interest.

Strategic Partners

2018 in review:

  • Active associations with local strategic partners: 31 business opportunities explored for the cluster during the year – 10 generated directly by Central Gate´s marketing efforts, 14 incoming from CINDE, 7 referred from PROCOMER
  • Dynamic business interest: at least 32% of business opportunities kept active by the end of the year

2019 at a glance:

  • Progressive increase in leads: in one semester, the amount of business opportunities almost tied the total produced during the previous year: 25 leads by July (8 generated by Central Gate, 15 incoming from CINDE, 2 referred from PROCOMER
  • Growing attention in local capabilities: 14 pitches aimed at ITO services, 9 at BPO, 1 emerging at Digital Marketing, 1 for a BPO-ITO mix.
  • Rising business contract consideration: 65% active deal pitches by July 2019

Five certain reasons to contact Central Gate for your ITO outsourcing services:

  1. Diverse ITO services offering: The list of ITO capabilities services you can hire through Central Gate includes network design, architecture design, application engineering, and more. Central Gate’s members offer specialized technology-oriented solutions, internet-related programming and information technology-enabled services such as infrastructure support, Cloud solutions, full life cycle software engineering, web and mobile development, legacy system, and EPR support just to name a few.
  2. Efficient match between your business needs and required solutions: When contacting a third-party provider, you certainly need a quick but trusted reference. Why not seek it in just one reliable, supportive, businesslike cluster instead of running a long trial-and-error process with first-starters?
  3. Internationally suitable providers that guarantee your business continuity: Because of its adherence to Costa Rican official trading institutions, Central Gate certifies only the most recognized, recommended, current exporter providers as its members, meaning that learning curves have been clearly surpassed and that legal agreement, as well as technical and exporting processes, have become inbound settled procedures.
  4. Robust technical know-how and expertise: At Central Gate, you will find all your ITO services ready in the right place at the right time, thanks to compliance with relevant in-demand certifications and satisfactory delivery of complex processes and best practices. Bilingual skills and cultural affinity also stand for some of the proficient features your business requires for developing accessible, cost-effective relationships and archiving success.
  5. Proven relevant experience: On average, each Central Gate member has around a 10-year background experience offering its services in the USA and Canada when becoming part of the association. Thus, when contacting one of Central Gate’s members you will find a clear and straightforward business culture and a proactive approach to resolve problems, just as you need.

About this case study

International competence, trustworthy validations endowed by Central Gate, and strict agreement to demanded capabilities and standards were key in winning this particular lead.

  • Catching the eye of an international retail powerhouse

Among several global opportunities, the client followed CINDE’s recommendation of contacting Central Gate to analyze possible local ITO providers to support and back up very complex and strict technical and operative specifications. Ultimately, local talent, technological assets, provider’s flexibility, and Central Gate’s method and validations proved positive in the client’s partner selection.

  • Four feasible providers in exactly just two days

Central Gate’s agile methodology and operations fast-tracked the client’s prospect providers validation. After the first approach, Central Gate arranged an immediate meeting with the client to explore the business opportunity and understand the technical needs. A business opportunity alert was submitted at once to the ITO members so they could assess their interest and participation in the provider reference list for the client’s own selection process. 48 hours after the first contact with Central Gate, the client received a list of four interested providers ready to be contacted for direct negotiations. Subsequent executive assistance by Central Gate included refined service suggestions by the network, coordination of meetings, agendas, and follow-ups with the selected provider to satisfy early contracting processes. This whole pipeline reveals three key virtues of Central Gate’s methodology: proactivity, efficiency, impartiality.

  • Willingness and disposition to adapt to the client’s selective conditions

A set of definite, rigorous specificities -some not even demanded in the provider’s country of origin- would make most offering companies shy away from a business opportunity. Nonetheless, in this case, Central Gate’s member selected by the client expressed full engagement and readiness by satisfying crucial conditions set by the contractor.

Member profile

Sapiens Development

Based in Costa Rica and with presence in Austin, Texas, and Raleigh, North Carolina, Sapiens Development specializes in Software Development, Application Integration, Mobile App Development, Application Support and Maintenance, QA and Automated Testing, CRM, CMS, Portal and ERP Solution Implementation. Since 2009, the company has provided specific, on-time, well-crafted. on-budget business solutions to a wide variety of firms, from Startups to Midsize to Fortune 500 companies in diverse industries, such as accounting, agriculture, automotive, aeronautics, banking and finance, e-commerce, healthcare, insurance, IT services, logistics, media, among others. Sapiens technology proficiency includes IOS, Java, JS, .NET, Android, CMS, PHP, Selenium, Xamarin, etc.

Client profile

L.L. Bean

L.L.Bean is American mail order, internet sales and retail company, based in Freeport (Maine), specialized in outdoor clothing and recreational gear for over 100 years. Its website (llbean.com) was launched in 1995 and is among the top-rated e-commerce sites in the industry. Customers can shop thousands of products, book courses, locate nearby parks, find store information and much more. L.L.Bean also has 27 retail stores outside of Maine, as well as 10 outlets, with new stores opening each year. Its global website serves over 200 countries and territories.

Business situation

LL Bean’s market requires a dynamic new services delivery where IT solutions support the business all along. As business is in constant expansion, the company needs to handle a variety of projects in Maine lead by professionals such as JAVA experts, web developers, front end developers, QA specialists, project managers, and Security contractors, among others.

Technical situation

L.L.Bean’s headquarters in Maine were unsuccessful in finding the qualified staff they were looking for. Reasons such as lack of applicants, lack of experience, and applicants expecting a disproportioned payment (much higher than the one offered) urged the company to look for nearshore outsourcing options. Additionally, explicit requirements like years in business, specific US insurance coverage (not available in Costa Rica), revenue level with financial capacity, Business English Level Test (BELT) competence, and specific PCI certification, made the provider selection process hard in itself.

Solution

Sapiens Development provides remote talent in team augmentation mode, which will work under agile methodologies in sync with the LL Bean IT department as an in-house extension, with frameworks that facilitate the company’s technical requirements, security policy, technical and internal procedures, etc.

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Digital Marketing Outsourcing Services – Case Study 2019

Firsthand experience with own resources

Organization profile

Central Gate is the official Costa Rica high-tech services association gathering top-quality export outsourcing providers in BPO (Business Process Outsourcing), ITO (Internet Technology Outsourcing), and Digital Marketing. This is the one-stop-shot for offshore and nearshore contractors looking for trusted and proven suppliers delivering human talent, competitiveness, and added value in developing business solutions.

Since its very origins, Central Gate has been supported by CINDE (The Costa Rican Investment Promotion Company) and developed an innovative and effective public-private alliance with PROCOMER (The Foreign Trade Corporation of Costa Rica) to become a strategic cluster for attracting incoming business opportunities for its members.

Established on December 2012, it was presented internationally at the 2013 IAOP Outsourcing World Summit. Since then, the organization has been a frequent participant in international industry events, representing over 13 Costa Rican companies to dozens of potential clients in the United States, particularly in New York, Virginia, Texas, California, and Florida.

Strict membership criteria ensure that the organization enlists the best and most recognized providers in the exporting services sector. These specific standards include: being up to date with the corresponding legal responsibilities in Costa Rica, holding at least 50% bilingual resources within the company (English-Spanish), having at least one international client, reporting minimum annual sales of US$200,000 for international clients, and presenting a customized recommendation from CINDE, PROCOMER, or any other current member of Central Gate.

As a not-for-profit organization, Central Gate is a business opportunity facilitator and it does not charge any commission not does it obtain any form of revenue from the leads signed by its members; nonetheless it works as a platform for the interchange of good practices and partnerships, and it does promote specific ethical policies that guarantee impartiality, honesty, confidentiality, transparency, and avoidance of any conflict of interest.

Strategic Partners

2018 in review:

  • Active associations with local strategic partners: 31 business opportunities explored for the cluster during the year – 10 generated directly by Central Gate´s marketing efforts, 14 incoming from CINDE, 7 referred from PROCOMER
  • Dynamic business interest: at least 32% of business opportunities kept active by the end of the year

2019 at a glance:

  • Progressive increase in leads: in one semester, the amount of business opportunities almost tied the total produced during the previous year: 25 leads by July (8 generated by Central Gate, 15 incoming from CINDE, 2 referred from PROCOMER
  • Growing attention in local capabilities: 14 pitches aimed at ITO services, 9 at BPO, 1 emerging at Digital Marketing, 1 for a BPO-ITO mix.
  • Rising business contract consideration: 65% active deal pitches by July 2019

Five certain reasons to contact Central Gate for your Digital Marketing outsourcing services:

  1. Diverse Digital Marketing services offering: The list of Digital Marketing capabilities services you can hire through Central Gate includes creative conceptualization, 3D animation, social media and marketing consultancy and more.
  2. Efficient match between your business needs and required solutions: when contacting a third-party provider, you certainly need a quick but trusted reference. Why not seek it in just one reliable, supportive, businesslike cluster instead of running a long trial-and-error process with first-starters?
  3. Internationally suitable providers that guarantee your business continuity: Because of its adherence to Costa Rican official trading institutions, Central Gate certifies only the most recognized, recommended, current exporter providers as its members, meaning that learning curves have been clearly surpassed and that legal agreement, as well as technical and exporting processes, have become inbound settled procedures.
  4. Robust technical know-how and expertise: at Central Gate, you will find all your Digital Marketing services ready in the right place at the right time, thanks to compliance with relevant in-demand certifications and satisfactory delivery of complex processes and best practices. Bilingual skills and cultural affinity also stand for some of the proficient features your business requires for developing accessible, cost-effective relationships and archiving success.
  5. Proven relevant experience: On average, each Central Gate member has around a 10-year background experience offering its services in the USA and Canada when becoming part of the association. Thus, when contacting one of Central Gate’s members you will find a clear and straightforward business culture and a proactive approach to resolve problems, just as you need.

About this case study

Application of Digital Marketing strategy and techniques to Central Gate’s own communication efforts is the best way of showing effectiveness and living proof that not only connecting the right audience at the right time is still the essence of marketing, but also that this is the gateway to expand your business efforts.

  • The most experienced, innovative digital marketing agencies in Costa Rica

ARWEB and Creative Drive are currently the two members in charge of deploying the Digital Marketing strategy and campaigns for Central Gate. While ARWEB is one of the national pioneer digital firms in the country, with over 20 years of dedicated experience to web development, content generation and digital analytics and optimization for local and international companies, Creative Drive has experienced a massive growth in the last few years, evolving from a small business to a startup to a global and independent US-owned creative agency. Moreover, Central Gate’s Digital Marketing offer is complemented by Kambda, a local, virtual enterprise featuring employees all over Latin America.

  • Focus on new potential markets and segments

The application of a Digital Marketing strategy with well-crafted, measured campaigns and tactics has led to an increase in Central Gate’s exposure in intended markets, such as New York and Miami, and has provided new possibilities in cities that were not originally considered as potential areas for business, like Asburn, Portland, Columbus, or Cleveland, to name a few. This has also provided growth in the direct business opportunities received through Central Gate’s website during the last five months of 2018, when most web-development leads were received.

  • Quick application and analysis for cost-effective solutions

As Digital Marketing is based on knowledge, application and creativity, the optimization of tools and resources is achievable in short timeframes and at reasonably low costs. These benefits were pivotal given the organizations’ objectives.

Members profile

ARWEB

ARWEB is a digital production agency with expertise in high volume graphic design, banner ad campaigns, web development, and asset localization/transcreation services. It also provides outsourced, dedicated designers and teams for agencies and businesses that need to expand their digital production department. The company is one of the leading design firms in the country, with over 20 years of experience, and over 6 years offering outsourcing services to global mid-sized advertising agencies and Fortune 500 clients. List of services include: Creative Web Design and Development, Digital Marketing, Graphic Design and Digital Production, Localization and Transcreation. Certifications: Google Partner, Google HTML5, Google Web Developer, DoubleClick, Google QA.

Creative Drive

Based in San Jose, Costa Rica and with offices in New York and Dallas, Creative Drive is a technology and marketing solutions company that helps clients by maximizing the inherent value of convergence between content, technology and execution. Its project and team-based services include web development, creative and development of digital technologies, social media monitoring and campaign support, content creation and management, media planning and buying and innovation R&D, testing and deployment. Certifications: Google Partner, Brightedge, Acquia Scrum.

Business situation

Besides promoting its services through positive strategic alliances with CINDE and PROCOMER and designing a successful road show in the USA during 2018, it was evident that Central Gate needed to diversify its own marketing efforts in order to broaden its reach, organization visibility, and direct business opportunities for its members. However, new tactics would need to be resourceful in terms of creativity, versatility and efficacy.

Technical situation

The quickest, most cost-effective way to perform such a diversification was applying the newly incorporated Digital Marketing service to the organization, an action that involves practical actions, rapid analysis, cost-efficiency and course correction on the go.

Solution

After thorough technical, geographical assessments and brainstorming sessions, service providers designed a systematic strategy covering social media tactics, Google Analytics and tools application, organic keyword indexation through Search Engine Optimization (SEO), paid call-to-actions over Search Engine Marketing (SEM). This provided great direct international exposure with a generation of 11 inbound business opportunities through Central Gate’s own website in five months, most of them aimed at web development services. Recent recommendations include developing a content marketing campaign to strengthen relevance and positioning on selected channels and target audiences.

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Business Process Outsourcing (BPO) Services – Case Study 2019

An equation of collaboration, service and adaptive solutions

Organization profile

Central Gate is the official Costa Rica high-tech services association gathering top-quality export outsourcing providers in BPO (Business Process Outsourcing), ITO (Internet Technology Outsourcing), and Digital Marketing. This is the one-stop-shot for offshore and nearshore contractors looking for trusted and proven suppliers delivering human talent, competitiveness, and added value in developing business solutions.

Since its very origins, Central Gate has been supported by CINDE (The Costa Rican Investment Promotion Company) and developed an innovative and effective public-private alliance with PROCOMER (The Foreign Trade Corporation of Costa Rica) to become a strategic cluster for attracting incoming business opportunities for its members.

Established on December 2012, it was presented internationally at the 2013 IAOP Outsourcing World Summit. Since then, the organization has been a frequent participant in international industry events, representing over 13 Costa Rican companies to dozens of potential clients in the United States, particularly in New York, Virginia, Texas, California, and Florida.

Strict membership criteria ensure that the organization enlists the best and most recognized providers in the exporting services sector. These specific standards include: being up to date with the corresponding legal responsibilities in Costa Rica, holding at least 50% bilingual resources within the company (English-Spanish), having at least one international client, reporting minimum annual sales of US$200,000 for international clients, and presenting a customized recommendation from CINDE, PROCOMER, or any other current member of Central Gate.

As a not-for-profit organization, Central Gate is a business opportunity facilitator and it does not charge any commission not does it obtain any form of revenue from the leads signed by its members; nonetheless it works as a platform for the interchange of good practices and partnerships, and it does promote specific ethical policies that guarantee impartiality, honesty, confidentiality, transparency, and avoidance of any conflict of interest.

Strategic Partners

2018 in review:

  • Active associations with local strategic partners: 31 business opportunities explored for the cluster during the year – 10 generated directly by Central Gate´s marketing efforts, 14 incoming from CINDE, 7 referred from PROCOMER
  • Dynamic business interest: at least 32% of business opportunities kept active by the end of the year

2019 at a glance:

  • Progressive increase in leads: in one semester, the amount of business opportunities almost tied the total produced during the previous year: 25 leads by July (8 generated by Central Gate, 15 incoming from CINDE, 2 referred from PROCOMER
  • Growing attention in local capabilities: 14 pitches aimed at ITO services, 9 at BPO, 1 emerging at Digital Marketing, 1 for a BPO-ITO mix.
  • Rising business contract consideration: 65% active deal pitches by July 2019

Five certain reasons to contact Central Gate for your BPO outsourcing services:

  1. Diverse BPO services offering: The list of BPO capabilities services you can hire through Central Gate includes finance and accounting, payrolls, auditing, cash application, treasury and more.
  2. Efficient match between your business needs and required solutions: When contacting a third-party provider, you certainly need a quick but trusted reference. Why not seek it in just one reliable, supportive, businesslike cluster instead of running a long trial-and-error process with first-starters?
  3. Internationally suitable providers that guarantee your business continuity: Because of its adherence to Costa Rican official trading institutions, Central Gate certifies only the most recognized, recommended, current exporter providers as its members, meaning that learning curves have been clearly surpassed and that legal agreement, as well as technical and exporting processes, have become inbound settled procedures.
  4. Robust technical know-how and expertise: At Central Gate, you will find all your BPO services ready in the right place at the right time, thanks to compliance with relevant in-demand certifications and satisfactory delivery of complex processes and best practices. Bilingual skills and cultural affinity also stand for some of the proficient features your business requires for developing accessible, cost-effective relationships and archiving success.
  5. Proven relevant experience: On average, each Central Gate member has around a 10-year background experience offering its services in the USA and Canada when becoming part of the association. Thus, when contacting one of Central Gate’s members you will find a clear and straightforward business culture and a proactive approach to resolve problems, just as you need.

About this case study

The lead generated from this business opportunity involved an equation consisting of collaboration (ethical principles), service (operations and methodology), and adaptive pricing and solutions (understanding of the client’s situation):

  • Collaboration and transparency over competition

Originally, the client approached one of Central Gate members directly for a contract on a specific budget; however, after considering the needs and requirements, the member referred the opportunity to Central Gate in order to facilitate a more convenient proposal according to the client’s specifications and financial plan. This proves strict congruity to the organization transparency principles and respect for the Code of Ethics, fostering better chances of matching the right partner for the client.

  • Three ready-to-work providers in exactly just two days

Central Gate’s agile methodology and operations fast-tracked the client’s prospect providers validation. After the first approach, Central Gate arranged an immediate meeting with the client to explore the business opportunity and understand the technical needs. A business opportunity alert was submitted at once to the BPO members so they could assess their interest and participation in the provider reference list for the client’s own selection process. 48 hours after the first contact with Central Gate, the client received a list of three interested providers ready to be contacted for direct negotiations. Subsequent executive assistance by Central Gate included refined service feature suggestions by the network, and coordination of meetings, agendas, and follow-ups with the selected provider to satisfy early contracting processes. This whole pipeline reveals three key virtues of Central Gate’s methodology: proactivity, efficiency, impartiality.

  • Commitment to providing flexible solutions that fit the client’s needs

The member company selected by the client demonstrated a deep understanding of the business situation and offered competitive pricing with tailored solutions, moving away from the regular one-size-fits-all alternative. Continuous in-depth conversations and primary analysis made it possible for the provider to be aware of the significance of this service for the company’s development and consolidation in its market, in spite of budget specifications.

Member profile

Sapiens Development

Based in Costa Rica and with presence in Austin, Texas, and Raleigh, North Carolina, Sapiens Development specializes in Software Development, Application Integration, Mobile App Development, Application Support and Maintenance, QA and Automated Testing, CRM, CMS, Portal and ERP Solution Implementation. Since 2009, the company has provided specific, on-time, well-crafted. on-budget business solutions to a wide variety of firms, from startups to midsize to Fortune 500 companies in diverse industries, such as accounting, agriculture, automotive, aeronautics, banking and finance, e-commerce, healthcare, insurance, IT services, logistics, media, among others. Sapiens technology proficiency includes IOS, Java, JS, .NET, Android, CMS, PHP, Selenium, Xamarin, etc.

Client profile

Legaroo
Since 2016, Legaroo has been helping international travelers obtain affordable and reliable legal help through legal global coverage insurance and a credentialed network of attorneys around the world. As a multinational legal services enterprise specialized in tourism, the company’s goal is to make Travel Legal Assistance (TLA) services simple and affordable for travelers. Services offered include legal advice and consultation on immigration, criminal proceedings, traffic infractions, and legal representation.

Business situation
Legaroo’s local office in Costa Rica is offering a worldwide platform dedicated to answering legal inquiries from tourists traveling around the globe, and to connect callers with specialized attorneys for professional counseling so they can manage specific situations or make better decisions with reliable, accurate and up-to-date information. Although this is a new service within the client company, significant growth is expected in two years, hence the importance of supplying a differentiated service.

Technical situation
In order to offer a specialized service, the company requires a specially designed contact center to attend foreign customers through an effective 24/7 bilingual platform (English-Spanish.) Agents should be able to understand legal concepts, possess strong emotional intelligence skills in order to attend clients under stress conditions, and provide referred attorneys with clear identification of legal predicaments.

Solution
Upon selection, Sapiens applied the corresponding tests and analyses submitted by the contracting company, approving quality service demands. Moreover, to fulfill budget and service requirements, it demonstrated complete versatility in designing a shared solution with rotating, Legaroo method-proficient agents, and developing the corresponding CRM system. Later, this service will evolve into full-time dedicated agents with shared option as a backup.

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