Servantex’s Move to Offshore Support to Achieve 24/7 Operations
Philippines
Challenge
Servantex struggled to maintain round-the-clock support, leading to service gaps, inefficiencies, and unmet client demands.
Servantex sought to create a service center team to support its employees and clients, ensuring seamless operations. However, the company needed a cost-effective way to build this team without incurring high overhead costs.
From payroll, billing, and HR management to collections and compliance, Servantex required a comprehensive operational support system that could handle these administrative functions efficiently.
We needed support in terms of payroll and billing, tech service and support, HR, collections, safety, risk, and compliance management. Since April 2021, we have tripled our headcount in Penbrothers. I can definitely say that our dedicated Penbrothers team members are great team players! They are knowledgeable and quick to acclimate to our process and culture. — Jane Hamilton, Chief Administrative Officer, Servantex
Solution
With Penbrothers' offshore hiring solutions, Servantex was able to build a remote team in the Philippines that provided 24-hour operational support, ensuring enhanced service delivery for their clients.
Penbrothers provided Servantex with an end-to-end HR and payroll solution, handling tax compliance, employee benefits, and administrative functions. This allowed Servantex to focus on scaling operations while ensuring smooth workforce management.
Penbrothers helped Servantex grow from one hire to a diverse offshore team, including Service Center, Payroll, and HR specialists, ensuring seamless scaling.
Results
Improved Service Reliability and Faster Response Times: By establishing 24/7 operational coverage, Servantex eliminated service gaps, ensuring continuous support for clients across different time zones. This led to faster response times, improved service reliability, and increased client satisfaction.
76% Cost Savings on Payroll: Through its partnership with Penbrothers, Servantex achieved an average payroll cost reduction of 76%, significantly cutting operational expenses while maintaining high-quality talent.
Streamlined HR Operations: By outsourcing HR, payroll, and compliance to Penbrothers, Servantex eliminated the burden of administrative tasks, allowing their leadership team to focus on business growth and client service.
Key metrics: 25 Penbrothers employees, 87% employee retention, client since 2021, 76% financial savings.
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