Brandbank, a Nielsen company based in Norwich, is the world’s leading provider of digital brand content. Established in 1998, at the start of the dot com boom, they have grown to become one of the world’s largest providers in rich digital content for eCommerce sites, mobile shopping apps and virtual merchandising applications.
Brandbank clients include a number of blue-chip companies, who have very high standards when it comes to their brand awareness, which any outsourced supplier to Brandbank needs to maintain.
Brandbank was looking for a partner to provide a solution in capturing product information from product label images. It is extremely important that some of the information captured, such as allergen information, is correct, as it appears on retailer websites, informing consumers of their products before purchase.
An in-house team was completing this work at Brandbank, but they were looking for a solution that would enable them to scale up and down as demand increased or decreased.
Our initial objective was to try and flatten out the peaks and the troughs, and we have seen a massive improvement in that.
The areas of importance were quickly identified as quality, accuracy and speed of turnaround, as well as budget. DDC OS felt the best solution would be offered from our offshore site in the Philippines. The client had already developed a workflow system that they were happy with called the Product Capture Manager (PCM), and so it was decided that we would continue to work in this system using secure remote access.
This gave the client confidence as they have full sight of the images captured on a real-time basis; they see the quality levels firsthand and all reporting is produced by Brandbank, detailing throughout and quality.
In order to maintain a tailored solution to the client’s working practices, we assigned a dedicated team of agents who work solely for this client. The team is split across two of our Philippines locations, ensuring that Service Level Agreements (SLAs) are maintained in the event of a disaster. We saw how successful the results of this working practice were in November of 2013, when Typhoon Haiyan wiped out our offices in Leyte; Brandbank witnessed no interruption to service, as the work scheduled for the Leyte team was transferred seamlessly to our Manila team.
All agents receive an intensive training program, which was initially delivered by the client but now is delivered by the DDC OS team leaders for Brandbank. Of course, due to the nature of this fast-moving project, the training is never-ending as there are always new products coming on board, and the team adapts to this pace. Within the team there is a quality-checking hierarchy that needs to be followed in order to provide and maintain the high level of quality to the customer.
We took on board all aspects of the client`s business and their way of working to make the relationship feel like an extension to their business and not a partnership.
Brandbank estimates a cost saving of around 50% by outsourcing to us.
The SLA that covers speed and accuracy has been consistently met or exceeded since we have been working with Brandbank, which is more than 4 years now.
Brandbank is very impressed with the level of quality and speed that has been delivered by DDC. The SLA that covers these two important factors was introduced so they could be measured, and since this introduction, the levels of such have been consistently delivered month on month.
This has given Brandbank confidence in the service, allowing them to look at growing other areas of their business.
Our error rate wasn’t as good as I would have liked it to have been, but with DDC OS we have seen a huge improvement in that.