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.