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Offshoring Cast Study - BigCommerce and the Philippines

BigCommerce, an e-commerce platform provider, successfully offshored various customer support and back-office functions to the Philippines. The move allowed the company to tap into the Philippines' large pool of skilled workers and reduce costs, while also improving the quality of its products and services. In this article, we'll explore some of the critical aspects that businesses should consider when engaging in offshoring, based on BigCommerce's successful offshoring example.

two men talking about documents in a boardroom

Evaluate the business needs: Before considering offshoring, it's important to assess your business needs and determine which services can be effectively offshored. BigCommerce evaluated its customer support and back-office needs and determined that these functions could be offshored to the Philippines.


Assess the offshoring partner: When offshoring, it's critical to assess potential partners to ensure they have the necessary expertise and experience to deliver quality work. BigCommerce partnered with top Philippine IT companies that have a strong track record of success and deep expertise in customer support and back-office functions.


Plan for cultural differences: Offshoring often involves working with individuals from different cultures and backgrounds. It's important to plan for these differences and ensure that your offshoring partner has a strong understanding of your business culture and values. BigCommerce worked closely with its Philippine partners to ensure a strong cultural fit and a smooth working relationship.


Consider data privacy and security: Offshoring often involves the transfer of sensitive data, so it's critical to ensure that your offshoring partner has appropriate data privacy and security measures in place. BigCommerce's Philippine partners have established strong security protocols to protect its data and comply with data privacy regulations.


Develop a communication plan: Effective communication is critical to the success of any offshoring project. BigCommerce developed a communication plan with its Philippine partners that outlined the frequency, method, and expectations for communication. This helped to ensure that both parties were on the same page and could work together effectively.


BigCommerce's successful offshoring example demonstrates the importance of evaluating business needs, assessing offshoring partners, planning for cultural differences, considering data privacy and security, and developing a communication plan. By taking these steps, businesses can ensure a successful offshoring outcome that meets their needs and helps them achieve their goals.

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