Case Study: Unique Sourcetoad Need for 24/7 Support
Sourcetoad, founded in 2008 as a software development consultancy in the finance sector, has since grown into a consultancy focused on all regulated industries. Their team of over 60 creative technologists is dedicated to solving complex business problems, delighting users, and helping clients achieve their goals by co-creating technology solutions. Headquartered in Tampa, Florida, with additional offices in Perth, Australia, and global support and coverage in Bacolod, Philippines, they are poised to offer international assistance to a plethora of industries.
Since 2008, they have managed the design, production, deployment, and maintenance of over 300 customer software projects across various sectors, focusing on education, financial services, and healthcare. One such product for the cruise line industry, Synchronization Engine and CDN, brought Sourcetoad to iReply for help with 24/7/365 support coverage.
What Sourcetoad Needed
Although Sourcetoad works with all industries, extended support arose when onboarding more clients in the cruise line industry, and it became clear that 24/7 support was needed. At first, Sourcetoad hired internally for weekend shifts. They went through the standard process of recruiting, interviewing, hiring, and training, then waited to see if that process paid off with the help they hoped for. It wasn’t all bad; they landed an employee who has shifted to other duties, but the process wasn’t as fruitful as they had hoped.
Next, they tried reaching out to managed service providers (MSPs), “We looked at some MSPs, and their fees were outrageous. For one client, it would have been a quarter of a million dollars a month,” recalls Justin Weber, CTO and Co-Founder of Sourcetoad. They tried looking at a few different options with limited success.
Then, a mutual business associate heard what they were trying to achieve and recommended iReply. The connection was made, and the process of relieving Sourcetoad’s worries was in full force.
iReply’s Solution
As well-versed as iReply is in all things software and support, working with software designed for the cruise line industry was a new frontier. But with all the new business sectors they’ve added through the years, this was not a moment to panic but to embrace the opportunity.
iReply worked with Soucetoad to get a deep knowledge of the software and what to expect. Justin Weber explains, “Our system is really stable, but we need the people we have. The support staff do more tasks other than support, including documentation, quality assurance (QA), and more. This is beyond what most outsourced support would do, but we were able to work with iReply to formulate a set of requirements that fit us and what we needed to do.” Once the guidelines were established, training was implemented to ensure all parties were up to speed.
iReply + Sourcetoad: The Results
The partnership started with two iReply agents dedicated to Sourcetoad. This was a relief for Sourcetoad. Then, once all the functional details were ironed out, they provided full 24/7 support. “So we started with two, went to three, and then quickly went up to four agents. Hats off to iReply for sending us folks that fit the bill,” explained Justin Weber.
Now, Sourcetoad can fully support the specific needs of its cruise line clientele with the partnership of iReply. Finally, Justin Weber said, “From our perspective, we have only had a positive experience and strongly recommend them.”
iReply Support Services Never Stop Growing
The unique opportunity presented to iReply from Sourcetoad is a testament to why we exist: to help companies support their clients, regardless of obstacles. Learning and growing to match the needs of every client is what sets us apart from others in the outsourcing industry. Contact us today if you want to expand your business without breaking the bank.
