Facing Obstacles In Business Growth?
How SkyCom helped a $350M U.S.-based technology integration company save $1.55M in 21 months and grow business share by 36% through centralized, LATAM nearshore Help Desk and Project Management delivery.
Saved in 21 Months
Increase in Business Share
LATAM Nearshore Agents
Service Lifecycle Offerings
Contributed to Client Topline
The client, a $350M U.S.-based technology integration company delivering rapid deployments, cradle-to-grave technology lifecycle services, and wireless and physical security across retail, financial services, telecom, and technology, needed a strategic go-to outsourcing partner.
The requirement: flexibility, global reach, and cost-effective delivery across Service, on-premise Support, and Project Management — without compromising the timely, budget-conscious execution of complex technology projects like CCTV installations.
As a technology-agnostic provider working across every brand and operating system, the client needed a partner that could deploy swiftly while minimizing disruption, backed by the right expertise at scale.
SkyCom stood up a dedicated nearshore delivery team to centralize the client’s Help Desk and Project Management operations — combining U.S. time-zone alignment with the cost efficiency of LATAM-based talent.
The engagement scaled to 82 dedicated agents across more than 10 lines of business (25 at Tier 1, 44 at Tier 2, 13 at Tier 3), built around four core disciplines:
Cross-training skills matrix, continuous learning, Lean Six Sigma certification, and Project Management capability.
Enhancements to knowledge management and training across the nearshore delivery organization.
A consultative approach with direct influence on the client’s go-to-market strategy.
70% of Project Management delivered by SkyCom, with precise tracking, communications, and systematic quality assessments.
The nearshore team delivers 100% of Help Desk operations (Tier 1–3) and 70% of Centralized Project Management, alongside T1/T2/T3 helpdesk, project coordination, POS/terminal/network technical support, AP/AR and finance/payroll support, and tech dispatch.
The engagement delivered measurable financial and operational improvements.
SkyCom’s nearshore model gave the client a centralized, consultative delivery partner. The engagement enabled the client to:
SkyCom helps healthcare organizations strengthen payer recovery, collections operations, and revenue-support workflows through specialized, scalable teams.
