THE CLIENT

Our client is a fast-growing, large manufacturer, and distributor of medical devices, with customers spread across the world.​

THE CHALLENGE

The rapid growth of the company resulted in a high number of orders which exceeded the capacity of their Order Management team. This resulted in missed orders and delays in fulfillment. To prevent order cancellation due to delays, the sales team had to spend more time on convincing their customers. This affected their morale as well as the sales. On the other hand, increasing the headcount to process the orders affected the company’s profit margins adversely.

The company also wanted to process all the orders on the same day.

The company was looking for a strategic outsourcing partner and chose HTC for its full-service capabilities in delivering global-class business process services.

HTC has been providing IT solutions and services for the medical device company, and the mature IT vendor partnership was also a reason why the ​company chose HTC’s Business Process Services.