Get Live Quote Regional expertise with a global perspective resolves client challenges
Taiwan
United States
United Kingdom
Japan
Challenge
InterCall, a subsidiary of West Corporation based in the United States and the world's largest independent provider of audio, video and web-conferencing facilities, faced significant challenges in its Asia Pacific (APAC) region operations. When Paul Bell, Head of strategy and development InterCall APAC, joined InterCall Australia in 2008, there was great disparity in the finance and accounting processes and structures across the region. Legal and regulatory arrangements were problematic in some countries, including China and India. The company had enjoyed exceptionally strong organic growth in the APAC region, but in the pursuit of growth, financial and legal processes were left behind. These concerns about back office functions led the US parent company to issue a Request For Proposal (RFP) in 2012 to address the consolidation needs across the region.
Grant Thornton, with its strong and efficient regional service offering, knowledge of our business and personal approach, is the right provider to have by our side as we look to grow further in Asia Pacific. — Paul Bell, Head of strategy and development InterCall APAC
In every APAC country, we can now rely on a Grant Thornton team on the ground that truly understands our business, but has global perspective on crucial matters like tax. — Paul Bell, Head of strategy and development InterCall APAC
In our business, there is a regional and global perspective to be considered. Grant Thornton brings that global reach, but operates in the region with access to local member firm expertise in every APAC country we have a presence in. Grant Thornton understands the challenges that come with the region's cultural diversity, but also knows our business inside out. — Paul Bell, Head of strategy and development InterCall APAC
Grant Thornton brings a personal touch to a highly professional business relationship. The partners are always happy to meet in person, even at short notice, and they are always thinking one step ahead, anticipating what needs to be done. — Paul Bell, Head of strategy and development InterCall APAC
Solution
Early in 2013, Grant Thornton won the pitch on the strength of a strong, integrated regional offering run centrally from within APAC, with customer engagement at its heart. The service to InterCall drew extensively on the Sydney-based engagement team and their in-depth understanding of the business and ability to access the expertise of Grant Thornton partners in 11 member firms across the region. Grant Thornton provided international tax services and compliance, statutory accounting, transfer pricing, IP planning, establishment of regional entrepreneurial centre, and SharePoint client extranet. The team built a process to enable centralised reporting and coordination across 11 APAC countries including Australia, New Zealand, Singapore, India, Hong Kong, China, Taiwan, Japan, Korea, Malaysia, and Philippines. In mid-2014, when InterCall's India operation faced a crisis with legal complications around licensing and local regulations and an urgent tax issue, Grant Thornton parachuted people in to get to grips with the problems within a few days. For China expansion, Grant Thornton made necessary introductions and actively monitored the fluid situation to help InterCall obtain a full licence to operate teleconferencing in China.
Results
InterCall's APAC processes have been harmonised, and previously loss-making operations in Japan and Singapore were turned around. Internal finance teams have been strengthened across the region and are supported by Grant Thornton member firms with proactive guidance and advice. The company's annual revenue in APAC has grown from US$32 million in 2008 to US$164 million. Grant Thornton's responsive attitude, diligence and tenacity helped put InterCall's India operation back on track. Excellent communication with the client and other member firms meant that Grant Thornton could leverage expertise across the region to resolve a potentially business critical situation in a very short space of time. InterCall is now very actively working towards obtaining a full licence and forming its own new entity in Shanghai, with excellent support from Grant Thornton China.
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