Enterprise BPO Implementation
International Logistics Company
A logistics company was carrying rising back-office costs and wanted to move rules-based work to a managed team without losing accuracy or falling foul of compliance. Bricksense designed and ran the transition.
The Challenge
Document processing, data entry, and reconciliation were done in-house by staff who were overqualified for the work and needed elsewhere. Error rates were creeping up under volume.
The work touched customs and financial data, so any outsourced model had to meet strict accuracy and audit requirements from day one.
Our Approach
Process documentation
Every in-scope process was mapped, timed, and turned into a standard operating procedure before any handover.
Parallel run
The managed team ran alongside the in-house team on live work until accuracy targets were consistently met.
Layered QA
Sample-based checking, four-eyes review on high-risk items, and a monthly audit against source documents.
SLA governance
Turnaround, accuracy, and escalation targets defined contractually, with weekly reporting.
The Solution
A dedicated offshore team now handles the transactional workload against documented SOPs, with quality gates that catch errors before they reach the client's systems.
In-house staff moved to exception handling and higher-value analysis. Twelve full-time roles were freed without redundancies.
What We Delivered
- SOP library for all in-scope processes
- Trained dedicated processing team
- Multi-layer quality assurance framework
- Contractual SLAs with weekly and monthly reporting
- Compliance and audit trail for regulated data
The Results
Operating costs for the transitioned functions fell 45%, while accuracy rose to 99.8% — higher than the in-house baseline — and turnaround times dropped by 70%.
The company redeployed twelve experienced staff to customer-facing and analytical roles, adding capacity it had been trying to hire for.
The transition was the calmest change programme we've run. Accuracy went up, not down, and we got a dozen good people back for better work.