A long-time client of Staff Domain, Interlinked continues to effectively service Australian businesses with the help of its offshore team in the Philippines

Established in 2002, Interlinked initially started out as Interlink Digital Solutions. Over eighteen years later, it is now simply known as ‘Interlinked’—one of Australia’s leading and most respected information technology solutions providers.

After years of rapid growth and acquisitions and mergers with similar companies, the company is now most known for providing a holistic suite of Managed Services across Cloud and Infrastructure, Network Solutions, Business Continuity, Unified Communications, and Digital Consulting to its clients in the public, private and not-for-profit sectors.

Working with Staff Domain

Interlinked’s working relationship with Staff Domain began when the former offshored its outbound telemarketing requirements to the latter to help generate new business opportunities. As a result of the successful partnership, it made perfect sense to work together again when it was time for Interlinked to strengthen its support service delivery mechanisms to effectively deliver faultless round-the-clock IT support solutions.

At the onset, the company had a difficult time building a new team of highly qualified IT staff to receive, manage, and monitor calls from its clients. As they went about their local recruitment efforts, they often came across several applicants who misrepresented their credentials, as well as saw the need to manage the whole process themselves take time and the team away from being able to do more business-critical work.

This is when Interlinked considered expanding its collaboration with Staff Domain. Among the things the two firms worked together on using SD’s bespoke solutions:

  • A skillset matrix which included an analysis of Interlinked’s onshore support staff and the mapping out of the roles needed to fill in any critical skill gaps
  • A recruitment campaign which led to Interlinked appointing four highly trained and experienced offshore tech support agents
  • Training on software such as Autotask, Datto RMM and IT Glue for faster onboarding
  • A comprehensive work process for the remote team

According to Carlos Da Conceicao, Director of Sales at Interlinked, the setup with SD came at a critical time.

“Staff Domain delivered an offshore tech support team at a time when we really struggled to do it locally. They provided invaluable support to help get our new recruits up and running quickly including the facilitation of processes and training.”

Staff Domain also provided thorough monitoring and support to ensure Interlinked’s offshore team worked seamlessly, and as a result, their onshore team now enjoys more bandwidth to take on core business functions and pursue higher income-producing activities.

Putting the Level of Customer Service to the Test

For clients, the true test of a provider’s dependability is when delivering solutions is not the easiest. Like for many other firms, this was the case for Interlinked during the onset of the Covid-19 pandemic.

As the Australian government initiated a lockdown to quell the spread of the virus, Interlinked was flooded with service requests as 90% of their clients needed to urgently shift their workforce to work from home. At this time, Interlinked’s offshore team served as the front line for client calls.

The calls were routed to its Manila-based offshore team of tech support agents. From there, the calls were directed to the appropriate onshore teams to handle them or tickets were created and put in the right queues. The agents reached out to customers to pinpoint which tickets require Interlinked’s urgent attention. The process proved to be effective, as the offshore team also got to hear about customer feedback, avoiding any further delays in issue resolution.

“We always saw the value,” Da Conceicao shares, “but we didn’t truly appreciate just how valuable Staff Domain was until COVID-19 hit. Processes shifted swiftly and smoothly, and their training of our offshore team shone through in the way they effortlessly handled our clients. We cannot thank Staff Domain and our offshore Interlinked team enough.”

Working with Staff Domain gave Interlinked and advantage in handling calls, resolving issues promptly, and offering holistic tech support in general. The company essentially had all the help and resources it needed to service clients’ needs even during after-hours. In addition, having a Staff Domain-hosted team in Manila expanded their capabilities to resolve issues while keeping overhead expenses to a minimum.

 

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An Australian Business Process Offshoring (BPO) organisation focused on supporting small to medium businesses, Staff Domain, Inc. is committed to helping its partners overseas achieve cost savings and rapid growth through end-to-end offshore recruitment and operational management.

Based in Pasig City, Metro Manila, Philippines, Staff Domain outsource teams feature the best talent who take pride in the work and the professional choices they make. The company’s State of the Art Facility exceeds the expectations of working professionals and ensures productivity- a space where smart professionals and businesses can grow together.

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